ComplaintsforHair Stop and Shop

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order on June 21. The total cost was ****** and I also paid for a more quicker shipping. Nothing has been processed and nothing has been shipped. I understand that things are delayed due to covid but I sent them an email for an update but no response. You would think that they would want to provide better customer service due to all the bad reviews about them. Even if the shipping is delayed, respond to peoppe emails. There is no excuse for poor communication and no it is not in my junk mail. Purely ridiculous. Does a shortage in staff means a delay in communication as well?

  Business response

  06/29/2022

  Hi ***************,

   

  We're very sorry for the incident with your order. Unfortunately, it seems that we have ran out of stock of two items from your order #*****. Our warehouse tried ordering them from the manufacturing company, but they are currently out of stock as well. We have processed a refund for the sold out items in this order and shipped the rest of your order yesterday. For the inconvenience, we also issued a refund for the shipping fee you paid for the order. For tracking update, please visit *** website. The tracking number is 1Z0W63510397353839. Again, we do apologize for the inconvenience.

   

  Regards,

  Customer Service

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

  Customer response

  06/30/2022

  Please cancel complaint...problem has been solved.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a wig from the Clarence section a section and it fell apart in my hand when I opened it for the 1st time it was defective effective I sent pictures and the company ignored me I have made several attempts to resolve the issue and then they tell me it's too late I understand there no return or exchange policy but if the item is defective it is unfair to the customer to give them money for defective merchandise. The new management is horrible and they take advantage of people

  Business response

  07/26/2021

  Dear Customer,

  We apologize to hear about the incident with your order. Unfortunately, we are not able to see any email you sent us regarding the issue with your order at [email protected]. Moreover, we are not able to locate your email address on our database, nor you full name. Due to this, we cannot locate your order. Is it possible that you used a different email address when you placed the order? For us to resolve this issue, it is best to email us your order number and the email address you used to place the order. We will be waiting for your email or reply to this case.

   

  Regards,

  Jane @ Customer Service

  Hair Stop and Shop

• Initial Complaint

  06/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed 5/31 and charged and processed 6/1 for $24.10. I was charged but have not received a product. I sent email and left message and no response. They have not tried to resolve the problem. The order number is #******. The product expected was model model pose Peruvian bundle soft 7pc jet black.

  Business response

  06/10/2021

  Dear *****,

   

  We are very sorry about the delay in shipping out your order. As you may already know, we recently moved to a new platform which is causing us delays in shipping out previous order from the old platform *due to some developer issue. We received your message from the other day, and we requested for our shipping department to have your order shipped once the issue with the old platform has been fixed. Finally, they have processed the order for shipment yesterday and emailed you the tracking number. Please allow 2-3 days to receive your package. Again, we do apologize this for the inconvenience.

   

  Regards,

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

  Hair Stop and Shop

  Customer response

  06/13/2021

  
  Complaint: ********
  
  I am rejecting this response because: they replied they would ship the order that day or the next and as of now I have not received a confirmation, product or refund.  I tried logging into my account and it says I did not have one and so created one. Then it tells me I had not placed an order so as of now I am not too thrilled with their service. Previously they did great business but the last two times have been terrible. 
  
  
  
  Regards,
  
  ***** ******

  Business response

  06/16/2021

  Dear ********,

   

  According to **** website, the package has now been delivered on 6/15/2021. We understand that your order has been delayed and might not have arrived when you needed it. We will provide you a paid return label should you decided to have the items returned back to us for a full refund. Please send an email to [email protected] to start the return.

• Initial Complaint

  05/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I.have sent several emails to them asking about my order and no.response.They are extremely rude plus they are way over on the processing days to be shipped.They have made no attempt to make this right at all .Just lazy they are .I.have text and call and email them

  Business response

  05/13/2021

  Hi ****

   

  We're very sorry to hear about your experience with us. Unfortunately, we have experienced an issue with this order and we are greatly sorry for the delay. As per our records, we have processed it for shipment on 5/12 and provided the tracking number via email. Kindly email us …..should you have more questions regarding your order.

   

  Regards,

  Customer Service

  Hair Stop and Shop

*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. ↩