Complaints

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.

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing a complaint regarding a wig I purchased for $617.56 from Wigz by Charise I paid for the wig in 3 payments: a $50 deposit on 12/23/23, a $300 payment after a consultation on 12/29/23 and the final payment for installation. ?On April 26, I washed the wig with shampoo and water, resulting in severe matting at the roots. The tangling of the wig compounded as I tried to fix the tangles myself. Wigz by Charise claims their wigs are high quality pieces and they are not at all (not the one I was sold). From January 22, 2023 to April 26, 2024 a $617.56 wig is worthless. The wig has always exhibited excessive breakage, a faulty band and hooks that serve no purpose, improper sewing, and an ill-fitting wig cap. Despite attempts to resolve the issue with the owner, no satisfactory solution was reached. It took 3 weeks to schedule a time to return the wig because they see clients by appointment only. ?I request a refund of at least $300 as compensation for the defective product. I have no interest in further purchases from this company. ?I seek your guidance on obtaining a refund for this unsatisfactory purchase. ?

  Customer Answer

  Date: 05/22/2024

  ---------- Forwarded message ---------
  From: ************************;<*********************>
  Date: Tue, May 21, 2024 at 7:57?PM
  Subject: Edit Complaint - May 21, 2024
  To: *************************************** <***************************************>
  
  
  Dear BBB,
  
  
  I erroneously put the purchase date as January 22, 2023. I made the purchase on January 22, 2024. 
  
  
  Please correct and pardon my mistake.
  
  
  Thank you
  *************************

  Business Response

  Date: 05/23/2024

  If is very disheartening that someone would try to fraudulently tear another small business owner down for their own selfish gain. This is an attempt to defain a small business into giving her something she dont deserve because of her own malice.  I have been in business over 10 years and have NEVER been reported to the BBB or had an issue with a customer I could not resolve. EVERY STATEMENT IN HER COMPLAINT IS A LIE. Even after all of these months I was willing to assist ***************** because I care about my customers. Our policy clearly states No Refunds and we can do exchanges with 7 days of receiving the wig. ***************** has had ample time after her wig was put on to contact us to let us know she was not satisfied with her wig. When she was here,we asked How does it fit? Do we need to adjust the *****? She said it was great and we have video footage of her leaving here happy. We also let her know to wear it for a few days and let us know if she has any issues with it so that we can get those taken care of. All of a sudden almost 5 months later, she has all these issues after she personally destroyed the wig.
  ***************** neglected to contact us and was not concerned with bringing the wig to us because she knew the state that it was in. We are local and have a local land line and business where she could have brought the wig back any day or time or picked up the phone and called us anytime. She claimed her work schedule would not allow her to get back to us and we even told her to let us know when we could stay later for her and it took days for her to respond. We never took 3 weeks to respond to her. Even in her responses she apologized for not responding quickly, but we have email and a land line she could have use. When she finally brought the wig back, I told her I had never seen anything like that and the wig would probably need to be replaced. My assistant called her the next day to see how she wanted to move forward. She was fine with receiving a new wig free as she thought she would get. Against my better judgement, after seeing how she destroyed the wig,we offered her a new wig at 50% of the price. At that point we began to say the wig was poorly made and the quality was bad. We owed ***************** absolutely nothing at this point but we know she simply handled it improperly and we wanted to help. There was not compromise with *****************. Then she started saying things like Im gonna tell my daughter to send her hair back too. Im gonna report you. She began to make threats to our brand in hopes that we would in fact give her something she did not deserve.

  Business Response

  Date: 05/23/2024

  Coincidently, our hair vendors were visiting from overseas on the day that she came to pick up her wig. We explained that she said it was the quality of the hair was poor. He said That is clearly heat damage. The closure on her wig was a 5X5. What she brought us back was a melted 2X3. The hair was like Styrofoam. She had melted the closure into a clump. We even had another wig maker look at the wig for a second opinion.She suggested the wig had been put in a clothes dryer. That is the only thing that could cause the amount of damage and tangle to the wig. It was a mess.
  The same daughter that she recommended to us, only a few weeks ago called us. I even gave her my personal phone number to facetime, so that she could see the state of her mothers wig.She apologized to us and say My mother doesnt know how to wash a wig. We are both new to this. Which is what we already knew and the reason we offer that service. I called her again and offered her the same deal of 50% discount, she again refused. She still wanted to blame the quality of the hair. Quality has nothing to do with mismanagement. And after 4 months out of our sight and care we have no idea what is happening with the wigs. We have customers that have had our wigs for years but they send them in for us to maintain or they know what they are doing.

  Business Response

  Date: 05/23/2024

  Coincidently, our hair vendors were visiting from overseas on the day that she came to pick up her wig. We explained that she said it was the quality of the hair was poor. He said That is clearly heat damage. The closure on her wig was a 5X5. What she brought us back was a melted 2X3. The hair was like Styrofoam. She had melted the closure into a clump. We even had another wig maker look at the wig for a second opinion.She suggested the wig had been put in a clothes dryer. That is the only thing that could cause the amount of damage and tangle to the wig. It was a mess.
  The same daughter that she recommended to us, only a few weeks ago called us. I even gave her my personal phone number to facetime, so that she could see the state of her mothers wig.She apologized to us and say My mother doesnt know how to wash a wig. We are both new to this. Which is what we already knew and the reason we offer that service. I called her again and offered her the same deal of 50% discount, she again refused. She still wanted to blame the quality of the hair. Quality has nothing to do with mismanagement. And after 4 months out of our sight and care we have no idea what is happening with the wigs. We have customers that have had our wigs for years but they send them in for us to maintain or they know what they are doing.

  Business Response

  Date: 05/23/2024

  We encourage our customers to let us know of any issues so that we can help. OUR CUSTOMER SERVICE IS MOST IMPORTANT TO **. Without customers we have no one to serve. But the fact of the matter is ***************** was very happy with her purchase so much in fact that she recommended her own daughter and others to make purchases. She has displayed the wig on her own IG page for months now with no issues. The problem came in when she tried to shampoo the wig herself and she improperly did so, severely damaging the wig. Quality has nothing to do with care. She didnt properly care for her wig and now wants us to replace it after she damaged it.

  I have also attached the video footage of her getting her hair done. We have a 12 minute clip where we asked her how it fit and if she had any concerns to please reach out to us. 
  

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

   

  
  

  Business Response

  Date: 05/23/2024

  This is what she brought us back after she destroyed the wig. She was clearly happy with what she got. 

  We stand behind our work and customer service. 

  Customer Answer

  Date: 05/23/2024

  From the CONSUMER:

  Sent 5/23/2024 11:12:58 PM

  Read by ********************* on 5/23/2024 11:19:17 PM

   
  Complaint: 21743582
  
  I am rejecting this response because:

  I am a black woman who patronized a black-owned business who has encountered major issues with the product I purchased. I want to clarify that my intention is not to purposely harm the business in any way. However, I have been disappointed by the unprofessional behavior, including name-calling and unfounded accusations in the owners response statement.
  
  I received the wig on Monday, January 22, 2024, and noticed tangling and matting issues right away. Despite my efforts to communicate with the business and arrange for the return of the wig, there has been no resolution to this matter. The delay in returning the wig was never a plot to hide the state of the wig. I contacted the owner April 27th, and wanted to return it as soon as possible.
  
  I would like to request the removal of any video footage of me from the owner's social media platforms, as I was not informed that it would be posted. I do not want anyone to think I am promoting the companys products. I have not endorsed the business or encouraged others to make purchases, and I have openly shared my concerns with my daughter and others about the constant breakage and excessive tangling. I have not made any false statements or threats; I simply expressed my intention to seek a resolution elsewhere.
  
  My daughter does not speak for me. I have washed and dyed several other wigs I still own. After seeking the opinion of another professional, it has been confirmed that the quality of the wig does not align with its price of $650. The closure became distorted during my efforts to use my hands and ***** to repair the tangling and matted roots of the closure after washing. The wig was never placed in a clothes dry or hair dryer. 
  
  I was not informed of the return policy during the service, nor did anyone remind me to make a return in 7 days if I was not satisfied. 
  
  I have attached evidence of my communication with the business, as well as screenshots of similar experiences shared by other clients on ****** reviews. I hope that the business will address these concerns and refrain from selling subpar and lackluster products to its clients. Additionally, I would appreciate a fair resolution to this matter. I am willing to accept half a refund. I am not compelled to spend another $300 on a wig that breaks and tangles.

  
  Sincerely,
  
  *************************

  From the CONSUMER:

  Sent 5/23/2024 11:18:27 PM

  Read by ************************************************************** on 5/28/2024 4:43:50 PM

  Additional screenshots of communication with Wigz by Charise. 

  From the CONSUMER:

  Sent 5/26/2024 6:27:01 PM

  Please be mindful of the following screenshot messages: 

  
  

  Discussing the issue of hair breakage and tangling with my daughter regarding the wig.

  Customer Answer

  Date: 05/23/2024

  Additional screenshots of communication with Wigz by Charise. 

  Customer Answer

  Date: 05/26/2024

  Please be mindful of the following screenshot messages: 

  
  

  Discussing the issue of hair breakage and tangling with my daughter regarding the wig.

  Business Response

  Date: 05/30/2024

  ***************** at this point we are not wlling to give you anything for a product that was in your care for almost 5 months. The fact that we were even willing to work with you after all these months was out of trying to do right by someone who made a mistake. But we are not responsible for whatever happened after months in your care. Again we stand by our product. And you received a quality product and were happy with it. Hair is going to tangle as your natural hair does, its normal. But tangling and complete descruction are 2 different things. According to your own evidence you were wearing the wig and getting compliments on it 4 months after you purchased. Thank you for proving that for evidence for us. You clearly said you washed it twice. We can not say what you did or did not do out of our eye sight. That is why we offer the washing service, which we offered to you in April.(screenshot attached) You still never bought the wig until May. You contacted your daughter April 16, 2024 and told her how many COMPLIMENTS you were getting on the wig. Yes you told her of you issues and this was still months after you had it and washed it twice. She even suggested you "CONTACT PROFESSIONALS" which you did not do then. You still did not contact us until the end of April. It would take you 3 days to reply to us sometimes because according to you "You were not o social media). Again you could have called or emailed as well. So it was not lack of communication on our part. We told you then to bring the wig in even after all those months. Now thats customer service! You could have contacted us and we could have helped before the damage was done. You said your work schedule would not allow you to bring it to us, even after we offered to stay later to accomodate you. We even had to follow back up with you becuase you never replied. I will include those screenshots for you so you can see how we tried to work with you.  All of this could have been avoided if you have contacted us, even after the 7 days we would have helped you out. Like your daughter said "Let the professionals handle it, because this is a great investment". But you gave us nothing to work with. We have been more than professional with you and handled you with great care. Im sorry you had an unpleasant experience but we have done all we can for you. You have gone on ****** to make a horrible review and reported us to the BBB after we tried to meet you half way. We have submitted all the evidence we have and choose to longer participate in this anymore. We do wish you well in your future endeavors.

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