We do apologize for what issues our customer may have experiencedHowever, our representatives have recommended certain tips such as sealing the wefts to prevent further shedding With it being Virgin hair, we cannot predict its outcome each timeHence why it is a risk in us selling it as well as customers purchasing such a product where there is no exact formula to achieving amazing results each timeBy the time we had been notified of what the customer was experiencing, the bundles had already been co-washedGoing forward, we could not offer any options for exchange since the hair had been altered from it’s original state being co-washedPer our Terms and Conditions, which customers must agree to prior to checkout, all sales are finalOur policy also states that: At Her Hair Company Inc., customer satisfaction is our first priorityWe stand behind the quality of our products 100%We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected before leaving our locationDue to the nature of our product, and because each individual piece comes from a separate donor, we cannot guarantee hair color or textureWith this being said, our team is only able to suggest recommendations to help counteract any further damageOur product can last up to a year’s time, but is not always the case when factors such as maintenance come into playUnfortunately we will not be able to render funds back to the customer’s account or send our additional productThank you
Please refer to our terms and conditions regarding exchangesAll sales are final, however we are happy to provide product and regimen suggestionsThank you https://www.herhaircompany.com/terms-conditions/
Hello, Thank you for contacting usPlease provide your contact information and/or your order number so we can further assist you and address your concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Despite the return/exchange policies in place the product was defective and did not have the "minimal" shedding that the website claimsThe hair was cared for with quality products and handled gently as I treat my natural tressesI do not intend to accept a 10% discount on another purchase and risk receiving low quality hair.
Regards,
*** ***
Hello! The details and situation that were stated are in fact trueDue to our sale and overwhelming amount of orders, things got out of hand and behind in office, however, We by no means want any customer to feel left unaccounted forAt this time, your order has been prepared for
shipment with a next day deliveryThe tracking information was emailed to you as wellWe hope to earn your trust back with this resolve as we strive for loyalty with our customersWe will credit your HerHairCompany account for the shipping fee of $as we do not offer refunds or partial refundsThis can then be applied to any future purchase with us Thank you for shopping with us and allowing us to resolve this issue for you
Hello! Thank you *** for shopping with us! At this time we would like to apologize for any inconvenience this delay may have causedWe are experiencing a higher than call volume, order volume, and email volumeZERO communication is not our goal, however, we are trying our best to
take care of each customer in a timely fashionI have personally located this purchase and upgraded shipment to get out today and arrive in days timeWe currently have a 3-business day processing time PRIOR to shipmentPlease monitor the email used to purchase as we will send updates with tracking information and get that package to you ASAP! Thank you again for choosing herhaircompany.com!
We apologize for what the customer has recently experiencedHowever we have on record that the customer spoke with management regarding matting of extensionsWe advised the customer to send in photos so we could offer suggestions in maintaining the investmentOnce the photos were received, due
diligence was then taken by forwarding the photos over to our supplier to ensure there were no quality discrepanciesWe informed the customer that all bundles are inspected to ensure all customers receive the standardUnfortunately, we cannot permit a refund nor exchange due to our Terms and Conditions which must be agreed upon prior to checkout that state the following: NO RETURN/REFUND POLICY At Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied. Due to the nature of our products, ALL SALES ARE FINAL. EXCHANGESHer Hair Company Inc., at its sole discretion, may exchange products under the following conditions: Requests must be made within business days of receipt of product(s).Any exchange requested after business days of receiving the product will not be honored. We will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any way. According to the Federal law you cannot return human hair products that have been used due to hygienic reasonsPlease return the item in the original and resalable condition as a necessary health precaution. Product must be exchanged for something of equal or greater valueIn order to process an exchange the product would need to be sent back at your expenseWe suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packagesOnce your product has been received it will be examined thoroughlyIf the product has been returned unused, in its original condition we will exchange the product for something of equal or greater valueExchanges are limited to two exchanges per orderNo refunds will be permitted, unless it is determined that Her Hair Company Incis the party at fault, then we shall exchange the product at no additional cost to the customer. Any exchanges upon request of customer, he/she is responsible for reshipment costs as that is a separate service that has already been used. Any exchange that permits a difference (lesser than original) customer will hold a store credit for the remaining balance owed as we do not refund ANY costs. At this time, we cannot offer any further resolve other than suggestions as Virgin hair can react differently to different products and regimensManagement also extended a 10% discount for a future purchase if the customer is willing to return back with us due to the inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
Hello,Customer *** *** placed an order with our company March 28, Order was shipped out April 1, and was delivered and signed for April 6, Customer called and spoke with representative August 8, with an initial complaint about receiving the wrong texture
Customer stated she has attempted to contact us multiple time via email, phone, and through our website We have searched all data and was unable to find any information or contact Asked customer to resend emails or any details with confirmation of attempt to contact Nothing has been received After conversation with customer representative placed notes on accountContact notes:customer called and said she ordered hair previously and received wrong texture (received straight), tried contacting multiple times (emails and contact page) never was able to connect with anyone was going on vacation and wanted to correct hair so placed another order for curly hair received that correctly is now wanting to return and money back for the straight hair that she previously received told her that we need to see emails and confirmation of contact trying to be made because at this time no other info could be found (order, shipping, email) does not remember what name was used to place the last order Need more info8.8shWe attempted to search all payment information via paypal, using all emails we have on file and by customer last name I have attached screenshots of all information that was found We would love to resolve this issue, at this time we are still needing to see any evidence or emails that were sent to us regarding this error. Thank you, ShannonHer Hair Company
We are contacting you regarding a complaint that was sent to us but was also resolved with the customer. She has since utilized her store credit and has been reshipped with the product of her choice as the exchange was authorizedThere was a disconnect in communication as the customer and our
representatives were unable to connectPlease reflect the resolve to this issue as it has been cleared in house! Attached is the invoice in which we reshipped for herThank you for everything. **Customer new tracking: *** *** ***
We apologize for your recent experience with usWe have not received any other direct correspondence nor photos so we may offer further suggestions in maintaining your investmentAt this time we regret to inform you that we cannot provide a refund nor store credit as our Terms and Conditions,
which must be agreed to prior to checkout, state the following:
NO RETURN/REFUND POLICY
At Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied.
Due to the nature of our products, ALL SALES ARE FINAL.
EXCHANGES
Her Hair Company Inc., at its sole discretion, may exchange products under the following conditions:
Requests must be made within business days of receipt of product(s)
Any exchange requested after business days of receiving the product will not be honored.
We will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any way.
According to the Federal law you cannot return human hair products that have been used due to hygienic reasons
Our wefts are machine-reinforced to prevent issues such as sheddingWe still recommend to seal your wefts to extend the life of your extensionsAlso, tangling can be caused by buion the hair so please keep in mind that light natural products which exclude heavy volumes of alcohol, sulfate, or silicon have been given great feedback for our Brazilian Body Wave textureCo-washing should be done on a weekly basis and shampooing bi-weekly along with a good 20-minute deep conditioningWe hope this will assist in the maintenance of your investment.
--
Erick ***, President
Her Hair Company Inc
(888) 597-
Thank you for keeping us on our toesThis order required further information to verify as far as ID because shipping and billing addresses did not matchWe are prompted to get a verification before we shipThis is stated in our terms that Manual Verification steps may be required prior to
shipmentWe have since communicated with the customer, received ID and shipped the item as well
Hello ***, Thank you for contacting usI understand that you are concerned regarding the status of your orderOn July 16, your order was successfully receivedUnfortunately, your payment was rejected by PayPal (our payment merchant), and your funds were returned to you
Additionally, your order was cancelledA Her Hair Company representative not only called you, but also confirmed this information in email correspondenceAdditionally, we encouraged you to contact PayPal directly to understand why your payment was rejectedHer Hair Company upholds the highest level of integrity in terms of our business operations and processesWe hope this information helps, and again, we encourage you to contact PayPal directly to learn why they were unable to process your paymentAdditionally, we have correspondence via email from you confirming that your funds were returned to youWe are happy to provide you any other additional information, including screenshots of the email conversation to confirm that we have been in correspondence with youThank you and have a great day!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel nothing has been resolved at all. I didn't use the product immediately, so how would I know the product wasn't good in 3 days. This company has had multiple complaints against them for the same issue I have. Once I noticed that the product wasn't any good I contacted them immediately and I didn't receive a response until 10 days later requesting pictures. I sent the pictures and they still didn't respond at that time. They only responded once I got Revdex.com involved, and they responded with hair products to use.
Regards,
[redacted]
Hello, Thank you for contacting us. As indicated on our website, and provided at the time of checkout: Minimally, no hair is absolutely perfect (Any company who states this phrase, as sales pitch is not being honest. Our company is an honest supplier). We have reinforced machine...
wefting, to minimize shedding to nearly none. You may see a few strands here or there, but nothing troubling. The most effective way to avoid shedding is by sealing the wefts*.We also recommend not using a brush, as this will cause shedding and tangling as well.
Hi [redacted], Thank you for contacting us. The Store Manager will be contacting you by the end of business today to offer a resolution in this matter. We certainly want you to be satisfied with your purchase and experience.
Hello, A refund in the amount of $has been issued for the missing weft sealerWe do apologize for this
This customer has already received a refund
We do apologize for what issues our customer may have experiencedHowever, our representatives have recommended certain tips such as sealing the wefts to prevent further shedding With it being Virgin hair, we cannot predict its outcome each timeHence why it is a risk in us selling it as well as customers purchasing such a product where there is no exact formula to achieving amazing results each timeBy the time we had been notified of what the customer was experiencing, the bundles had already been co-washedGoing forward, we could not offer any options for exchange since the hair had been altered from it’s original state being co-washedPer our Terms and Conditions, which customers must agree to prior to checkout, all sales are finalOur policy also states that: At Her Hair Company Inc., customer satisfaction is our first priorityWe stand behind the quality of our products 100%We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected before leaving our locationDue to the nature of our product, and because each individual piece comes from a separate donor, we cannot guarantee hair color or textureWith this being said, our team is only able to suggest recommendations to help counteract any further damageOur product can last up to a year’s time, but is not always the case when factors such as maintenance come into playUnfortunately we will not be able to render funds back to the customer’s account or send our additional productThank you
Please refer to our terms and conditions regarding exchangesAll sales are final, however we are happy to provide product and regimen suggestionsThank you https://www.herhaircompany.com/terms-conditions/
Hello, Thank you for contacting usPlease provide your contact information and/or your order number so we can further assist you and address your concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Despite the return/exchange policies in place the product was defective and did not have the "minimal" shedding that the website claimsThe hair was cared for with quality products and handled gently as I treat my natural tressesI do not intend to accept a 10% discount on another purchase and risk receiving low quality hair.
Regards,
*** ***
Hello! The details and situation that were stated are in fact trueDue to our sale and overwhelming amount of orders, things got out of hand and behind in office, however, We by no means want any customer to feel left unaccounted forAt this time, your order has been prepared for
shipment with a next day deliveryThe tracking information was emailed to you as wellWe hope to earn your trust back with this resolve as we strive for loyalty with our customersWe will credit your HerHairCompany account for the shipping fee of $as we do not offer refunds or partial refundsThis can then be applied to any future purchase with us Thank you for shopping with us and allowing us to resolve this issue for you
Hello! Thank you *** for shopping with us! At this time we would like to apologize for any inconvenience this delay may have causedWe are experiencing a higher than call volume, order volume, and email volumeZERO communication is not our goal, however, we are trying our best to
take care of each customer in a timely fashionI have personally located this purchase and upgraded shipment to get out today and arrive in days timeWe currently have a 3-business day processing time PRIOR to shipmentPlease monitor the email used to purchase as we will send updates with tracking information and get that package to you ASAP! Thank you again for choosing herhaircompany.com!
We apologize for what the customer has recently experiencedHowever we have on record that the customer spoke with management regarding matting of extensionsWe advised the customer to send in photos so we could offer suggestions in maintaining the investmentOnce the photos were received, due
diligence was then taken by forwarding the photos over to our supplier to ensure there were no quality discrepanciesWe informed the customer that all bundles are inspected to ensure all customers receive the standardUnfortunately, we cannot permit a refund nor exchange due to our Terms and Conditions which must be agreed upon prior to checkout that state the following: NO RETURN/REFUND POLICY At Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied. Due to the nature of our products, ALL SALES ARE FINAL. EXCHANGESHer Hair Company Inc., at its sole discretion, may exchange products under the following conditions: Requests must be made within business days of receipt of product(s).Any exchange requested after business days of receiving the product will not be honored. We will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any way. According to the Federal law you cannot return human hair products that have been used due to hygienic reasonsPlease return the item in the original and resalable condition as a necessary health precaution. Product must be exchanged for something of equal or greater valueIn order to process an exchange the product would need to be sent back at your expenseWe suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packagesOnce your product has been received it will be examined thoroughlyIf the product has been returned unused, in its original condition we will exchange the product for something of equal or greater valueExchanges are limited to two exchanges per orderNo refunds will be permitted, unless it is determined that Her Hair Company Incis the party at fault, then we shall exchange the product at no additional cost to the customer. Any exchanges upon request of customer, he/she is responsible for reshipment costs as that is a separate service that has already been used. Any exchange that permits a difference (lesser than original) customer will hold a store credit for the remaining balance owed as we do not refund ANY costs. At this time, we cannot offer any further resolve other than suggestions as Virgin hair can react differently to different products and regimensManagement also extended a 10% discount for a future purchase if the customer is willing to return back with us due to the inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
Hello,Customer *** *** placed an order with our company March 28, Order was shipped out April 1, and was delivered and signed for April 6, Customer called and spoke with representative August 8, with an initial complaint about receiving the wrong texture
Customer stated she has attempted to contact us multiple time via email, phone, and through our website We have searched all data and was unable to find any information or contact Asked customer to resend emails or any details with confirmation of attempt to contact Nothing has been received After conversation with customer representative placed notes on accountContact notes:customer called and said she ordered hair previously and received wrong texture (received straight), tried contacting multiple times (emails and contact page) never was able to connect with anyone was going on vacation and wanted to correct hair so placed another order for curly hair received that correctly is now wanting to return and money back for the straight hair that she previously received told her that we need to see emails and confirmation of contact trying to be made because at this time no other info could be found (order, shipping, email) does not remember what name was used to place the last order Need more info8.8shWe attempted to search all payment information via paypal, using all emails we have on file and by customer last name I have attached screenshots of all information that was found We would love to resolve this issue, at this time we are still needing to see any evidence or emails that were sent to us regarding this error. Thank you, ShannonHer Hair Company
Please provide pictures of the hair so we can determine the best coarse of action to further assist you
We are contacting you regarding a complaint that was sent to us but was also resolved with the customer. She has since utilized her store credit and has been reshipped with the product of her choice as the exchange was authorizedThere was a disconnect in communication as the customer and our
representatives were unable to connectPlease reflect the resolve to this issue as it has been cleared in house! Attached is the invoice in which we reshipped for herThank you for everything. **Customer new tracking: *** *** ***
We apologize for your recent experience with usWe have not received any other direct correspondence nor photos so we may offer further suggestions in maintaining your investmentAt this time we regret to inform you that we cannot provide a refund nor store credit as our Terms and Conditions,
which must be agreed to prior to checkout, state the following:
NO RETURN/REFUND POLICY
At Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied.
Due to the nature of our products, ALL SALES ARE FINAL.
EXCHANGES
Her Hair Company Inc., at its sole discretion, may exchange products under the following conditions:
Requests must be made within business days of receipt of product(s)
Any exchange requested after business days of receiving the product will not be honored.
We will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any way.
According to the Federal law you cannot return human hair products that have been used due to hygienic reasons
Our wefts are machine-reinforced to prevent issues such as sheddingWe still recommend to seal your wefts to extend the life of your extensionsAlso, tangling can be caused by buion the hair so please keep in mind that light natural products which exclude heavy volumes of alcohol, sulfate, or silicon have been given great feedback for our Brazilian Body Wave textureCo-washing should be done on a weekly basis and shampooing bi-weekly along with a good 20-minute deep conditioningWe hope this will assist in the maintenance of your investment.
--
Erick ***, President
Her Hair Company Inc
(888) 597-
Thank you for keeping us on our toesThis order required further information to verify as far as ID because shipping and billing addresses did not matchWe are prompted to get a verification before we shipThis is stated in our terms that Manual Verification steps may be required prior to
shipmentWe have since communicated with the customer, received ID and shipped the item as well
Hello ***, Thank you for contacting usI understand that you are concerned regarding the status of your orderOn July 16, your order was successfully receivedUnfortunately, your payment was rejected by PayPal (our payment merchant), and your funds were returned to you
Additionally, your order was cancelledA Her Hair Company representative not only called you, but also confirmed this information in email correspondenceAdditionally, we encouraged you to contact PayPal directly to understand why your payment was rejectedHer Hair Company upholds the highest level of integrity in terms of our business operations and processesWe hope this information helps, and again, we encourage you to contact PayPal directly to learn why they were unable to process your paymentAdditionally, we have correspondence via email from you confirming that your funds were returned to youWe are happy to provide you any other additional information, including screenshots of the email conversation to confirm that we have been in correspondence with youThank you and have a great day!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel nothing has been resolved at all. I didn't use the product immediately, so how would I know the product wasn't good in 3 days. This company has had multiple complaints against them for the same issue I have. Once I noticed that the product wasn't any good I contacted them immediately and I didn't receive a response until 10 days later requesting pictures. I sent the pictures and they still didn't respond at that time. They only responded once I got Revdex.com involved, and they responded with hair products to use.
Regards,
[redacted]
Hello, Thank you for contacting us. As indicated on our website, and provided at the time of checkout: Minimally, no hair is absolutely perfect (Any company who states this phrase, as sales pitch is not being honest. Our company is an honest supplier). We have reinforced machine...
wefting, to minimize shedding to nearly none. You may see a few strands here or there, but nothing troubling. The most effective way to avoid shedding is by sealing the wefts*.We also recommend not using a brush, as this will cause shedding and tangling as well.
Hi [redacted], Thank you for contacting us. The Store Manager will be contacting you by the end of business today to offer a resolution in this matter. We certainly want you to be satisfied with your purchase and experience.