Customer ReviewsforVirgin Hair by Labella LLC

I sent back hair for an exchange. They kept the hair and my money. I have emailed and called. After the initial email saying they would look into it, I never heard back. It's been over 2 months now. No response whatsoever.

Hi and thank you for your purchase. As noted to Ms heard several times she sent in an exchange without following any of the directives. When requesting an exchange our customers are to firstly contact us requesting the exchange within the time frame allowed (5 days after receiving the items) so that we can confirm their request can be made. Once that is confirmed they are to then send us tracking details so that we can monitor the arrival and know when to check our return mailbox. Ms. ***** unfortunately disregarded all directives and simply sent in her item leaving us with zero knowledge of an exchange being enroute to us so that we could watch our inbound mail leaving the mail box unattended likely resulting in a lost or stolen exchange. As we are not liable for lost or stolen merchandise clients are always advised when sending in an exchange to fully insure their merchandise. As none of the above was followed and this package is likely lost or stolen there isnt anything further we can assist with outside of what we have done which is contacting **** and ***** to search for any mail that *** be held for us. We apologize that Ms. ***** didnt follow the directives in place and is now out of her package but we did what we could on our end.

I've had the worse experience with this company as far as communication and shipping. I ordered a wig on Aug 15, 21 that had a turnaround of ***** days. 3-5 business days for processing and shipment. I got a notification that a label was sent to **** on Sept 29 with a tracking number available. On Oct 4 **** was saying the same thing so I reached out to the business via email to get more information on the package, no one responded, Oct 5 I reached out by email no one responded once again. My last time reaching out to the business was on Oct 8 via email and no one still had responded to any of my emails. Email is the only way to contact the business. I did the order with Sezzle so I reach out to them on Oct 12 to begin a dispute, Sezzle reached out to the business to see what the hold up was and eventually my order was sent to **** on Oct 19 and delivered on Oct 20. It should not have taken this long for the order to be brought to **** and the communication was horrible. If I could rate 0 stars I would. Would not recommend if communication plays a huge roll of your buying process.

Hi and thank you for your purchase. Ive reviewed both your your complaint and order details and have the following response. Firstly we apologize if you experienced a delivery delay. We noted that orders would be slightly delayed in shipment due to hurricane *** and the temporary displacement caused by the storm. Per our records shipment occurred on 09/29 for your custom order that had a ***** business day initial turn around. Package was picked up from us by **** on the listed date that also coincides with your shipping label and our pickup confirmation notice issued from ****. This can be provided if needed for you to review. Once shipped we do not monitor tracking details unfortunately and werent aware of any delays until notified by sezzle at which time we communicated via sezzle which shouldve been shared with you as well our responses and all information we added. As far as your emails we can see that the reason they werent answered is due to your email being flagged by our server as spam. We ask that when ******* are issued to allow us to respond as constant emails before we have a chance to respond will appear as spam to our server. We were in no way ignoring you and have other methods available for contact if you when any questions or concerns regarding an order or our products such as text & calls to our business line. Again we do apologize that you encountered a delay but it was at no fault of our own.