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Business Profile

Wigs

Virgin Hair by Labella LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/30/2024

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing regarding my recent purchase with order number 1930 placed on April 5, 2024, for 3 individual bundles of Virgin Peruvian Curly hair extensions and custom hair coloring services, totaling $335.00.

    According to VirginHairByLabella shipping policy, the processing time for individual bundles and related items is 3-5 business days from the order date, after which orders are shipped out. Additionally, the delivery time via USPS within the United States is stated to be 1-3 business days, depending on the destination.

    As of today, April 30, 2024, I have not received my order, nor have I received any notification updates regarding its status. I have contacted the business (VirginHairByLabella) a couple times to resolve my issue, but they have not responded.

    Due to these circumstances, I kindly requested a full refund of $335.00 credited back to the original payment method used for this transaction. However, the business (VirginHairByLabella) simply kept my money of $335.00 and ignored my refund request.

    Customer Answer

    Date: 05/21/2024

    At this time, I have been contacted directly by Virgin Hair by Labella LLC regarding complaint ID 21645044, however my complaint has NOT been resolved because:


    Please see attached evidence (email traffic) between Virgin
    Hair by Labella and me.


    On May 5, 2024, Virgin Hair by Labella acknowledged that my
    purchased items had not been shipped and asked if I would like a refund. On the
    same day, I informed them that I would like to move forward with a full refund.

    On May 15, 2024, I followed up with Virgin Hair by Labella
    again asking for a full refund because I have not received either my order or a
    full refund.

     As of today, May 21, 2024, I have not received either my
    order, a full refund, or any communication from Virgin Hair by Labella. Hence,
    I would like assistance from the BBB to process my claim.


    Thank you for your support.


    Sincerely,



    ******** ******


  • Initial Complaint

    Date:07/18/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased my hair in June 2023 and was told it would ship out in 2 business days. After weeks of not hearing anything I reached out to confirm they had received the order. They advised they had and would be shipping out my order. That was 6/28. It is 7/18 and my order has still not been shipped and they are ignoring all phone calls, emails, texts etc.

  • Initial Complaint

    Date:06/20/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed a $270.60 order on December 23rd, 2022 with virgin ********** bella and never received the product. I received one response from a rep via instagram saying that items have been back ordered. I have emaile, instagram messaged, ******** messaged and called(via Instagram). At this point, I would like a refund. I feel like I have been scammed.Additionally, ***** responds on the chat box feature found on the website. The order number is #****.

    Customer Answer

    Date: 07/11/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Virgin Hair by Labella LLC regarding complaint ID ********.

    Regards,

    *************************

  • Initial Complaint

    Date:03/31/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered on March 10th, 2023. Thier policy is that the shipment will go out within 5 business days. 10 if there is a promotion. I have called texted and emailed this business. They finally responded to me on March 23rd saying that my package would go out on March 24th which it did not. Then I received an email with a tracking number on March 29th with a tracking number. That has not moved. I want my product that I paid for. They should discount the cost of the shipping for making me wait so long. It is almost a month!

    Customer Answer

    Date: 04/05/2023

    It is not a duplicate complaint. It is a separate order. They have not sent me anything yet. I have attached an email that they have sent me with a tracking number that has never moved. This is ridiculous. They took my money and produced nothing. It has been a month and I have no product. 

     

    Customer Answer

    Date: 04/26/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Virgin Hair by Labella LLC regarding complaint ID ********.

    Regards,

    ***************************

  • Initial Complaint

    Date:03/02/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ORDERED HAIR EXTENSIONS NOV. 15TH. I HAVE NOT RECEIVED ITEMS NOR TRACKING INFORMATION. ******** HAS BEEN CONTACTED SEVERAL TIMES WITH NO RESPONSE. AND I WANT A FULL REFUND.!!!!!!!!!

  • Initial Complaint

    Date:02/07/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made an order on January 28th, 2023. I made the order with expediated shipping. According to their website, it was supposed to be sent out 1-3 days after receiving the order. It is now February 7th, 2023, and i have nothing. No communication, no updates....nothing!!!!! I have emailed a few times (I have attached it along with the policy) and nothing. I ordered before they sent out notification of a sale by almost a week. Delays should not affect my order. If it did, a notification, email something should be communicated to the customer. I want my order. I have clients waiting.

  • Initial Complaint

    Date:01/17/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an order on October 20th, 2022 totaling $379.60. It is January 15th, 2023 and I still have not received my order, I never received a tracking number despite the one and only time they responded on November 16th, ************************************** stock and if I wanted a replacement and that theyd ship out my order immediately, I responded saying that was okay but 2 months later nothing ever happened Ive reached out a plethora amount of times in all available contact ways and still no response from them, no merchandise nor my refund. I Do NOT Want Any Merchandise From Virgin Hair By Labella. I Want My Refund. Please Help Me Get My Refund From Virgin Hair By Labella They Are Not Trying To Give It To Me They Are Trying To SCAM Me. This is not the first time Ive had trouble with this company but it certainly is the last.

  • Initial Complaint

    Date:12/15/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 11/21. I have yet to receive the order. *** made multiple attempts to contact the business but have been unsuccessful. According to the website the processing time for an order is **** business days. This well exceeds the processing time and the order hasnt shipped. If the owner cant fulfill the order she needs to supply a refund and not steal peoples money.

    Business Response

    Date: 12/15/2022

    Hi and thank you for your purchase! Please note that our website stated that orders placed during the recent Fall/Black Friday sales could experience possible delays. Your order however has shipped and tracking was issued to you via email. If you need that email resent we can do so for you. 

    *******************,VHBL cust. service lead 

    Customer Answer

    Date: 12/17/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The issue is an operations issue with the business. I magically received tracking information about 12 hours after I filed the complaint. As you can see in the attachment they sent a digital alert to **** to try and make it seem like their hands are clean but its been almost 48 hours and it doesnt take that long for **** to update tracking. I emailed them to confirm if the package was picked and up and of course crickets. They need to get their operations in together, sale or no sale. If you know you are having a sale, you plan ahead for high order volume. This is not my first  time ordering from them and I know it doesnt take 16+ business days to process an order. Based on the consistent feedback from others who have made BBB complaints against this business as well as ****** complaints they are making this an habit. At this point I just want my money back since they have failed to keep their commitment as a business.


    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    Tiereni *********

     


  • Initial Complaint

    Date:12/14/2022

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/13/22 I purchased 2 bundles of hair at $162.60. The order #**** was issued but the product has NEVER SHIPPED and this company has my money. They have scammed me out of my money. I would have liked them to send my product but at this point I would like my money returned immediately. I have called several times and sent emails, this company has NOT RESPONDED. They should not be allowed to take people money and not send the product! It has been over 30 days! Please let me know when I can get resolve.

  • Initial Complaint

    Date:11/07/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hair purchased online for $233.54 and have not received. The items were purchased on 9/5/2022.

    Business Response

    Date: 11/17/2022

    This matter was resolved with the buyer and refunded. 

Virgin Hair by Labella LLC is NOT a BBB Accredited Business.

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