ComplaintsforAll Virgin Hair

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted All Virgin Hair letting them know I had an issue with the hair. They said someone would contact me in 24 hours and that was a lie. I bought 3 bundles of Malaysian hair and a closure. I purchased the silk closure and they told me it was out of stock. When I got to the store they charged me for the lace closure but ended up giving me a silk closure. The hair matted up the first week and I had to take it out. I spent almost 400 dollars on bad bundles. The sales girl was rude and they are selling horrible hair and getting away with it. I also spent 165 for the install and had to take the hair out because it matted. Date purchased 9/2/21. Spent 333.00 invoice # XXXXX

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/06) */ Contact Name and Title: /Regional Manager Contact Phone: X-XXX-XXX-XXXXext ** Contact Email: ****************@gmail.com All Virgin hair has been in business since 2011 and accomplished six locations by selling quality hair and standing behind what we sell our customers. The customer purchased the hair on 9/2 complained by email 22days later on 9/24 at 720am. We responded to the customer same day 9/24 at 1138am. The customer provided photos to support her claim same day 9/24 at 1144am and the complaint was escalated up to a regional level because DUE TO COVID since May 2020 all sales are final to support a safe environment for all customers and employees prohibiting the return, exchange or handling of extensions that's been installed and worn to the scalp of all customers. The extensions purchased unused, in the package, with tags attached and a receipt can be exchanged within 14days. The customer took 22 days to notify us of an issue and the regional office attempted to reach Mrs. ******** on 9/26 and that attempt was unsuccessful as her phone went straight to voicemail with full voicemail box. We are still currently open resolve with this valued customer. We must enforce the all sales are final policy and We're willing to provide a future discount on the next purchase if desired. Mrs. ******** placed the order online for curb side pick. At this time, She came into the store to pick up the extensions she ordered and to verify that her purchase was indeed correct at this time. Unfortunately, The 22 days waiting after purchase and purchasing with knowledge that all sales are final is an agreement. The maintenance , products used and daily upkeep can contribute to some of the issues Mrs.******** informed All VIrgin Hair of. Mrs. ******** can also still contact the Customer Support rep that was assigned to her case on 9/25 that attempted to reach her by calling X-XXX-XXX-XXXX EXT *** We would love a chance to speak with the customer and find a way to accommodate her outside of Refunding which isn't an option unfortunately due to Covid Deaths and illness at an all time during this time. Kind Regards, Customer Support Team

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