Mayvenn, Inc.

Initial Business Response /* (1000, 9, 2015/03/30) */
Dear Client,
Thank you for reaching out to Mayvenn, we took a look at your account and you have been in contact with our customer support team three times regarding this order, here are the dates 1/16/15, 3/10/15 and 3/15/15.
The...

final conclusion (on 3/15/15) is that we are to issue you a store credit for $172.20 once the used replacement hair is returned back to Mayvenn. Also on 3/10/15, we noted in your account that we will honor a 20% off discount towards your next purchase with Mayvenn. We will honor this discount at anytime, in combination with any current discount promotions that Mayvenn might have when you make a new order. During this time you requested a full refund and our customer support agent informed you that a refund was not possible because the hair was used. For a full refund, all hair, each bundle must be in perfect unused condition.
However, the agent made an exception for you as this order is well beyond our 30 day return and exchange policy, your original order date is 12/2/14. The agent agreed to accommodate you by offering a store credit for the amount of your entire purchase. The agent also extended an internal discount of 20% as an additional accommodation, as you insisted on a full refund. At times when our customer support team cannot issue a refund due to our return and exchange policy we will do our best to accommodate our clients and stylist by providing them with some type of compensation, with a Mayvenn store credit. This credit never expires and you can use this at your leisure. This way you have the option to select and purchase any type of Mayvenn hair whenever you want on your own time. Again, we thank you for your time and should you wish to discuss our response directly, you are more than welcome to contact our customer support team at XXX-XXX-XXXX Xam-5pm Monday-Saturday PST.

Hi, I just want to say the Revdex.com reviews I saw after purchasing the hair really made me nervous about the hair that I just had ordered. And it seems like all issues have been resolved by [redacted]. I was still a lil skeptical, but after gettin the hair, it was soft and wavy just as it was described. I love it. Got it installed and I take good care of it and it is still in right now. There was a hiccup with shipping but customer service handled it very professionally and provided me great service. Yaay!

I absolutely love this hair, I am a stylist I have worn there hair and my clients all love the hair as well no problems. They always resolve issues right away. I am very happy. All my clients have each had at least 2 or more installs. This hair gets better with each use. No shedding,tangle or matting as promised. I absolutely would give this hair 15 stars if I could.

I first purchased Mayvenn Deep Wave (they offer Malaysian, Brazilian, Peruvian, and Blonde Indian types) to accomplish a natural and subtler look for summer (esp. because I love pools). When I first pulled the hair out of the bag, I was surprised at the quality for the price I paid. The hair was bouncy, soft, and not stiff. There was no smell, and the curl pattern was defined. After about a month (three weeks) of wear, It did start to tangle at the nape of my neck, but I've been told that is normal for Curly hair, so I just made sure to moisturize the problem areas of the hair, which ended up helping tremendously. This made me think of the bad hair reviews I've seen on the hair, and makes me consider how the ladies in the reviews cared for their hair.

Initial Business Response /* (1000, 14, 2015/04/14) */
Dear Client,
Thank you for your message and we apologize for the delay in replying back to your complaint. We have researched your account and there are no notes in your account that you contacted our customer support team regarding...

the experience you described in your complaint. We regret you didn't contact us during this time, we would of been more than happy to resolve your issue immediately, especially since you were within the exchange 30 day window.
This order dates back to 10/27/14, our exchange policy is within 30 days from the original order date. However due to the delay in the response from Mayvenn, we want to make this right with you. We believe it is important and fair to honor and exchange for you at this time, we will honor this exchange, whenever is convenient for you.
We want every client and stylist to have a positive experience with the performance of Mayvenn Hair. Therefore we have noted your account with this information and should you contact our customer support team XXX-XXX-XXXX we will honor this exchange and you are welcome to select the hair that will you desired. Again we thank you for your time and we look forward to resolving this for you immediately.

[redacted]
Customer Support Manager
[redacted]

Initial Business Response /* (1000, 15, 2015/03/31) */
Dear Client,
Thank you for taking time to contact Mayvenn. We value your concerns and would like to resolve this complaint with you immediately.
Looks like you have contacted Mayvenn's customer support team directly. A customer...

support agent noted your account that you decided to do an exchange. This note was added to your account on 2/2/15. The customer support agent at Mayvenn made an exception for you as our return exchange policy is within 30 days from the purchase date, your original purchase date was 12/29/14. Our customer support agent also refunded you $20 for the express shipping cost. Our agent noted your account that you wanted some type of compensation for the hair that you were unhappy with, which is why she refunded you the $20 shipping cost.
Mayvenn would like to resolve this with you, we will still honor an exchange. This is not our policy, to honor an exchange after four month but because you've contact us prior to making this claim we will work with you. It is important to Mayvenn that every stylist and client has a great experience with the performance with Mayvenn hair. Should you wish to finalize the exchange, we will accommodate you and honor this exception. A refund will not be given because our return policy clearly states, for a full refund the hair must be in perfect UNSED condition. Please contact Mayvenn's customer support team regarding this matter as we will do our very best to work you.
Again, we thank you for your time and should you wish to discuss our response directly, you are more than welcome to contact our customer support team at XXX-XXX-XXXX Xam-5pm Monday-Saturday PST.

Initial Business Response /* (1000, 5, 2015/06/22) */
Hello Client,
We would like to address your complaint and explain why we're not able to accommodate your request for a refund or exchange. Our policy is - if the hair is used and you're not happy with the quality of the hair, we ask...

that you contact our customer support team for an exchange. Within 30 days of the purchase date. Or if the hair is in perfect condition and you change your mind for any reason, we will issue you a full refund if the hair is returned in perfect unused condition.
An exchange consist of you sending back the hair you originally ordered, once we receive the "used" hair, you have fulfilled your commitment and then we will honor an exchange, filling our commitment.
It is unfortunate that you have discarded the hair you purchased in March. We are not able to do an exchange for you as you no longer have the product that is needed to complete the exchange.
On 6/4/15 the supervisor noted your account, as you stated, she would work with you, refunding you 50% of your order total, which was $352.04, ONLY in store credit. This means we would give you a store credit in the amount of $176.02, half the amount of your order total. We consider this very fair, as we don't make an exception for orders beyond the 30 day exchange policy. A refund was not an option for you because the hair was used.
Please note, both purchase dates were beyond our 30 day exchange policy when you called our customer support team in June. Here are the dates of the two orders you are referencing 3/24/15 and 3/31/15. I also must point out, although you were outside of the exchange policy timeframe this supervisor still decided to work with you and offer you some type of compensation.
The compensation was conditional, only if you sent back the used hair to Mayvenn we would issue you the store credit. However, once making this arrangement with Mayvenn, you stated you no longer had the "used" hair.
We understood this to mean that you no longer have the hair that is required to complete your exchange. Your account was noted that you threw away the hair.
In this case, I cannot honor an exchange as you don't have the original hair that you can send back to us. It is mandatory that every client that wishes to do an exchange must return the hair that they no longer want, our quality control team examines all hair that is exchanged for any reason. Because our exchange policy is one of a kind, no other company will let you return or exchange used hair, it is absolutely necessary that you keep the hair if you wish for us to honor an exchange.
Should you have any more questions regarding your account, we are willing to speak to you directly. Feel free to contact our customer support team Monday - Friday 9AM-5PM PST, XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do have some of the hair but most of it was cut fromt head which I already stated. I do not wish to spend further money trying to get this hair back to you. So are you able to send a shipping label ? Or will I be credited theoney spend to send hair back? What address do I send this hair to ? When will my new hair arrive after you receive the shipment
Final Business Response /* (4000, 9, 2015/07/20) */
Hello Client,
Thank you for your reply, We wish there was more we could do for you. ALL the hair needs to be return, not partially for us to honor an exchange.
Because our exchange policy is one of a kind, no other company will let you return or exchange used hair, it is absolutely necessary that you keep the hair if you wish for us to honor an exchange.
Should you have any more questions regarding your account, we are willing to speak to you directly. Feel free to contact our customer support team Monday - Friday 9AM-5PM PST, XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/06/22) */
Hello Client,
We would like to address your complaint and explain why we're not able to accommodate your request for a refund or exchange. Our policy is - if the hair is used and you're not happy with the quality of the hair, we ask that you...

contact our customer support team for an exchange. Within 30 days of the purchase date. Or if the hair is in perfect condition and you change your mind for any reason, we will issue you a full refund if the hair is returned in perfect unused condition.
An exchange consist of you sending back the hair you originally ordered, once we receive the "used" hair, you have fulfilled your commitment and then we will honor an exchange, filling our commitment.
It is unfortunate that you have discarded the hair you purchased in March. We are not able to do an exchange for you as you no longer have the product that is needed to complete the exchange.
On 6/4/15 the supervisor noted your account, as you stated, she would work with you, refunding you 50% of your order total, which was $352.04, ONLY in store credit. This means we would give you a store credit in the amount of $176.02, half the amount of your order total. We consider this very fair, as we don't make an exception for orders beyond the 30 day exchange policy. A refund was not an option for you because the hair was used.
Please note, both purchase dates were beyond our 30 day exchange policy when you called our customer support team in June. Here are the dates of the two orders you are referencing 3/24/15 and 3/31/15. I also must point out, although you were outside of the exchange policy timeframe this supervisor still decided to work with you and offer you some type of compensation.
The compensation was conditional, only if you sent back the used hair to Mayvenn we would issue you the store credit. However, once making this arrangement with Mayvenn, you stated you no longer had the "used" hair.
We understood this to mean that you no longer have the hair that is required to complete your exchange. Your account was noted that you threw away the hair.
In this case, I cannot honor an exchange as you don't have the original hair that you can send back to us. It is mandatory that every client that wishes to do an exchange must return the hair that they no longer want, our quality control team examines all hair that is exchanged for any reason. Because our exchange policy is one of a kind, no other company will let you return or exchange used hair, it is absolutely necessary that you keep the hair if you wish for us to honor an exchange.
Should you have any more questions regarding your account, we are willing to speak to you directly. Feel free to contact our customer support team Monday - Friday 9AM-5PM PST, XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do have some of the hair but most of it was cut fromt head which I already stated. I do not wish to spend further money trying to get this hair back to you. So are you able to send a shipping label ? Or will I be credited theoney spend to send hair back? What address do I send this hair to ? When will my new hair arrive after you receive the shipment
Final Business Response /* (4000, 9, 2015/07/20) */
Hello Client,
Thank you for your reply, We wish there was more we could do for you. ALL the hair needs to be return, not partially for us to honor an exchange.
Because our exchange policy is one of a kind, no other company will let you return or exchange used hair, it is absolutely necessary that you keep the hair if you wish for us to honor an exchange.
Should you have any more questions regarding your account, we are willing to speak to you directly. Feel free to contact our customer support team Monday - Friday 9AM-5PM PST, XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/08/14) */
Hi [redacted], [redacted] has a 30 day quality guarantee on ALL products. All you have to do is call us and we will resolve the problem for you. [redacted] has thousands of stylists across the country that distribute our products and our...

complaint rate is less than 3%. The best in the industry. Because it is human hair, no two bundles are the same. We do extensive quality control, but it is impossible to be 100% accurate. This is why we offer a quality guarantee - if it happens we will take the product back. This way there is NO RISK in purchasing hair from [redacted] Please call our customer service line XXX-XXX-XXXX. We will promptly take care of you, as we do all of our customers.

Final Consumer Response /* (2000, 6, 2015/02/12) */
Everything has been resolved.

Initial Business Response /* (1000, 16, 2014/04/30) */
Mayvenn has a 30 day quality guarantee on all products. No one at the company has any record of her calling in to complain before she lodged this complaint. We have refunded this order in full. This is our normal operating procedure. ...

All of our products are guaranteed.

Initial Business Response /* (1000, 5, 2015/10/13) */
Hi [redacted],
Thank you for contacting Mayvenn. We want to address your concerns and hopefully change the impression you have of Mayvenn. I took a look at your Mayvenn Account and I don't see that you have made any sales with Mayvenn,...

nor have your clients underneath your customized Mayvenn website.
It is difficult for us to correct an issue, if there is no order or particular situation that can be rectified.
We want to make sure each stylist and client has a great experience with the quality of our hair, customer service, commission and all the other benefits that come with becoming a Mayvenn Stylist.
We have reviewed the 8 calls that you made into Mayvenn's customer support team within the last 4 weeks and each time you asked a series of questions (all were answered correctly) these questions consist of how to generate more business, how to upload a picture on your account and about the commission structure. I've noticed you've ended each call happily and thanked the customer support agent for their help. We have over 40,000 stylist that are extremely happy with Mayvenn, these stylists promote and wear Mayvenn hair, successfully. We want the same for you, as I mentioned your account is new and your account manger gave you a signing bonus to purchase hair at a discount price. This is a good way for you to test the product yourself, we offer this signing bonus because we believe in our product and want to make sure that the first purchase for the stylist is at a discount amount.
Please, if we have not answered your concerns let us know, we will do whatever it takes to assure you, that you made a good decision by becoming a Mayvenn Stylist.
I have made a note in your stylist profile and would like to speak to you directly regarding your complaint. Please feel free to reach our customer support team Mon - Sat 9am-5pm, XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I ordered My hair around 4/17 recieveed it maybe on 4/22..Loved The hair for the first two day..Its was fun bouncy exciting.Always took great care.After about 5 Days Ive noticed the bounce became stiff & the hair was Incredibly Frizzy.I paid a total of About $235 For 18,20,22 .I used their spring Code For a 15% off..Im so Upset about this hair Ive ordered from many companies online & this by far is the worst.I cant even manage it..Its suspose to be Perv. Loose wave But I got Some Highgrade beauty Supply mix.The ends will forever be a mess.Tried everything it wont starighten all the way even ORS Heat pro wont help .I want My money Back But Im getting No responce from The company.Never again.

Initial Business Response /* (1000, 9, 2015/04/21) */
Dear Client,
We took a look at your account and truly apologize for the confusion. There are several notes in your account you did speak to a manager and you attempted to dispute this charge with your credit card company. Your credit...

card company decided "not to escalate this dispute". Deciding that Mayvenn did everything to accommodate you as much as our policy would allow. As you stated you did contact Mayvenn 11/20/14 to inform us that you received the wrong hair, we quickly sent out the right item, as we thought. Unfortunately the second order was also incorrect and eventually corrected. A customer support supervisor spoke to you directly, during this time you stated that if we didn't refund you entirely you would write a review and dispute the charge with your credit card company. The supervisor wanted to resolve this issue with you during this time and offer to refund you 50% of your original order $259.40. The notes in your account stated that we wanted to accommodate you for the first and second order that was incorrect and in addition we wanted to make up for the experience you were having with the hair. You refused to take the discount as you wanted a full refund only. At this time the supervisor still proceeded with the partial refund of $129.70, it is important to us that when a client is inconvenience due to our mistake that we make an exception and refund them a certain amount as compensation.
The supervisor followed Mayvenn's policy, there are no refunds for hair that has been used. However, because Mayvenn did make a mistake initially, we felt it was more than fair to refund you partially for your order. We offered to do an exchange for you, which at this time you declined. Finally because this client continued to insist on a full refund, we did one more step to resolve this with the client. We added the same refunded amount $129.70 in her Mayvenn account as store credit. Should this client want to purchase hair from Mayvenn at a later day, the store credit will always be there and will never expire. The client stated that she still wasn't satisfied with the resolution. Per our policy we have taken all steps to accommodate this client and we regret that now a credit card dispute and complaint has been made as we attempted to resolve all the above issues with this client numerous of times. Should this client wish to discuss their account in more details, we are more than willing to do so.

Mayvenn uses pictures of good looking quality virgin hair online to sell extremely low quality hair fake hair. They charged $200 offering a discount for becoming one of their representatives. Then they send the hair I pay$325 to have hair installed and a few days later the hair is shedding and matted which is totally unacceptable being I have purchased virgin hair in the past and it has lasted a year. I called the company immediately after the problem and was advised of what product to use I purchased the product still no improvement. I called the company back and was offered store credit. Why would I spend money again? She said a refund was not an option not even 50% of my money back. Something needs to be done this company is scamming.

Initial Business Response /* (1000, 15, 2015/05/15) */
Thank you for your message and we apologize for the delay in replying back to your complaint. We have researched your account and there are no notes in your account that you contacted our customer support team regarding the experience...

you described in your complaint. We regret you didn't contact us during this time, we would of been more than happy to resolve your issue immediately, especially since you were within the exchange 30 day window.
Initial Consumer Rebuttal /* (3000, 17, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I had tried to contact this company during my return period but all I kept getting was an offer to sell their product, which clearly I would never agree to so of course their would be no notes. That was the reason I resulted to Revdex.com in regards to the issue.
Final Business Response /* (4000, 19, 2015/06/02) */
Dear Client,
We appreciate your message and apologize that you were not able to reach us. We have reviewed your account and a customer support agent contacted you by phone on 6/2/15 to start the exchange process. There are notes in your profile that you will call back with more information to finalize the exchange process. Again we appreciate you working with us and we are looking forward to sending you a replacement order very soon. Should you need more information please contact us directly, we are available Mon - Sat 9am-5pm PST.
Final Consumer Response /* (2000, 21, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] who was very professional and more courteous than anyone I've spoke with their. She did swap the hair out for me. I haven't received the hair yet, but I must say that her customer service skills are exceptional.

Initial Business Response /* (1000, 19, 2014/04/30) */
Customer has been refunded for this order. [redacted] has a quality guarantee on ALL purchases, as is stated on the website. Had this customer called to let us know, we would have taken care of her immediately. We cannot verify whether...

the hair was bad quality or not because the customer did not call in or send us the hair back.
Initial Consumer Rebuttal /* (3000, 21, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hair Was Sent back & New Hair Was The Same Quality As First Batch , The Hair Is Cheap , it Tangles , It Sheds & Thats With NO added Products. WORST Hair I've Ever Purchased , It WS NOT Worth My Money