Princess Hair Shop

Review: I purchased 500.00$ worth of Brazilian Deep Curly Hair (Length: 2/14 Inches Long 1/18 Inches, 1/16 Inces). I received acknowledgment of my order Feb 21 2013 From Princess Hair Shop. However I had the hair less than 3months it started shedding becoming to tangled to comb or brush. I did dye the hair but only after watching a former costumer dye her hair. once I noticed the issues I was having I contact princess hair shop were they advised me to send it in. which I did, this is the part I feel I was treated unfairly they made it seem as if it would be fixable and if not htere would be another solution to follow. When they relaized It wasnt fixable my options were to re pay for shipping cost of the same damged hair. I followed all the hair tips the websit provided as well as watched tutorials.I believe the mission statement is a phony. Princess hair Shop states is as follow: Where you will be treated like Royalty! It is our Mission to provide only the best when it comes to our Products Integrity, Our Customer Service, and Ultimately an Overall Perfect Experience when it comes to your Princess Hair Investment. Our Hair is thoroughly reviewed and inspected to ensure its finest quality. You will only receive Princess Hair that is fit for Royalty----GUARANTEED. We can not however guarantee hair that has been chemically altered in any way. The hair must not be shampooed, conditioned, styled with heat tools, signs of application or install, cut, colored, or altered in any way. Our Princess Hair Extensions are of the finest quality available on the market and will last you for many, many installs without matting, tangling, and with very minimal shedding if cared for properly. Our hair is imported from various regions solely from single ponytail donors. Currently our Collections include several types of Virgin Indian, Malaysian, Peruvian, and Brazilian Hair Extensions.

Product_Or_Service: brazilian curly hair

Account_Number: Invoice ID: 00000111

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Business

Response:

Business' Initial Response

Upon you talking to a representative you did not let us know that you had chemically altered the hair. Therefore we had high hopes of salvaging or replacing your hair. Once we got it we discovered it was altered and still attempted treatment on the hair. We were able to get most of the tangles out. We do not suggest or encourage you to follow a guru's video on altering hair we always instruct for the hair to be dyed professionally. It was stated in the hair guarantee that you were emailed that once it is altered the guarantee is voided.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

When I first notifyed princess hair shop of the problems I was having not once did anyone say I would be responsible for the return shipping. So by you shipping back my hair that I paid for free of coast is not doing me any favors. I will not be happy until I know my hair has been complete;y de tangled or I get reimburesd for the amount I paid for 4 bundles.

Business' Final Response

You did not let us know your hair was chemically altered either. From the issues that you let us know you were having it was expected that your hair would have been replaced. If it was known to us that your hair was chemically altered we would have definitely let you know that up front. We have detangled the hair as much as we can and you have seen that via email pictures. You will not be receiving a refund as you have had the hair installed and voided the hair guarantee. We are only willing to send you the detangled bundles that we were able to fix for you and pay for shipping back to you.

Review: I purchased 5 bundles of Brazilian Deep Curly hair and a closure from Princess Hair Shop over the course of three months totaling $923.28. I wanted to make my very own custom wig to wear and began construction in April. Soon after, I found the longer lengths to tangle and become matted very easily and it got to the point where I was unable to detangle them after spending hours trying to do so. I contacted the company in May and was told I was not performing the correct maintenance on the hair (co-washing the hair every two days or so) I spoke to [redacted] and she told me to try co-washing and if the hair was still unmanageable to call again. A few weeks went by and I was still seeing the exact same results as before. I contacted Princess Hair Shop again in June and via email [redacted] told me to send the hair back and if the hair was found to be defective I would receive replacement bundles after testing. I did so and was given replacement bundles. I just completed the wig over the weekend and wore it for the very first time yesterday while running errands. I wore it for less than 6 hours and the hair is tangled and matted once again. I believe the company violated their very own One Year Hair Care Guarantee, and since I have sent the hair back once before and I am still receiving poor results I would like to be refunded the full amount I have paid for this hair.Desired Settlement: I would like a full refund of the price I paid for the hair I purchased. I have already had to send the hair back once and it was found to be defective, and I believe the hair I received in return is defective. I do not want replacement hair as I have no desire to purchase from Princess Hair Shop again, and the replacement hair I have received is no better than the hair I originally sent back. It would be fair to refund the amount I paid.

Business

Response:

Let's start from the beginning. From 02/15-04/15 [redacted] purchased a total of 5 bundles(20"x2 18" 16" 14") and a closure of the Brazilian Deep Curly. The description on the website of the Brazilian Deep Curly hair is as follows:"Because of its curly texture, this hair requires lots of moisture and is very high maintenance. Each day you will need to activate the curls with a water/conditioner mix to detangle and condition it with a moisturizing conditioner often. This texture is best for someone very experienced with both Virgin and curly hair textures.[redacted] . We also send out a hair care email and hard copy email with each order. In this email it includes very extensive direction in how to properly take care of hair, how often to co wash, what to/what not to co wash the hair etc. We ask that each customer respond to the emails to ensure they read the information. [redacted] did respond to the email. The Brazilian Deep Curly hair is the 2nd most high maintenance texture of hair that we offer. What makes it high maintenance is it tight curls and medium coarse texture. For the record, the average amount of hair worn on a single persons head is between 2-3 bundles of hair. The longer lengths you purchase the less hair is on the weft, the shorter the length the more hair that is on the weft. [redacted] is wearing 4-5 bundles(she stated she did not install all of the hair but most of it). I would also like to add that she lives in the desert(humid area) and she was wearing the hair during the summer time. Humid weather naturally tends to make hair swell. When [redacted] first contacted us in May she stated that the Brazilian Deep Curly hair was her first virgin hair texture. She was also just beginning to make her unit and only had the 2/5 bundles installed on the unit(the 20"x2) and she was having issues. When talking to her about her current regimen about the 2 bundle she stated she had not washed the hair since she first purchased it which was at least 1 month prior. That is an excessive amount of time to not have washed hair yet alone high maintenance hair. She informed us that the other bundles were fine and that she had washed those with no issues. We instructed her to send the bundles in for us to see the problem. We decided to replace her 20" bundles because they were extremely dry. We were unsure if the terrible state of the hair was due to improper maintenance or because the hair was sitting with no moisture for 1 month. Either way we decided to replace those bundles for her(06/15). We were then contacted by [redacted] again yesterday 9/22 informing us she worn her unit with all 5 bundle installed and was having issues with her hair. I asked her to give us a call and go over her regimen, she refused. All she wanted at this point was a refund. We do not offer refunds for any hair that has been installed for sanitary reasons.. I also asked her if she would like to send the hair in for us to examine, she refused. I would understand why she would be so frustrated with her hair. She has an abundant amount of hair on her head, along with her weather conditioner and lack of experience with virgin hair(let along high maintenance virgin hair) I would definitely suspect she would be having a hard time. If [redacted] was caring for her unit the same way she caring for her previous bundles (not washing as much as she was supposed to) I would not be surprised that she is having these results. I have been wearing virgin hair for over 7 years and I have never worn more than 4 bundles of long straight/wavy hair at one time. It is extremely hard to take care of. It seems as if [redacted] is overwhelmed with the amount of hair and maintenance that comes along with the hair she purchased and now wants us to compensate her.

Consumer

Response:

I am rejecting this response because: The reason I ask for a full refund is because I saved up and waited a very long time to purchase this hair. I researched the hair, compared it to similar textures on other hair websites and decided after months to stay with the hair company used in the Peakmill Youtube video. I considered this hair to be an investment. After spending over $900 on hair that I expected to last years to find the hair has not even lasted months is such a disappointment. Particularly after having to send the hair back once. The hair quality has not met my expectations. I would not spend such a large amount on hair and then knowingly sabotage the hair, or not perform the proper maintenance purposely. That has not been the case. I feel as if I have spent an exorbitant amount of time trying to maintain this hair according to the hair care guarantee, and no matter what I do the hair continues to tangle and mat. This, after only having the hair close to seven months is not normal, and does not live up to the quality of the description of the hair. To address the points in the last Business response and the email attachment, those emails clearly document the issues that I have been having with the hair. It was only in the first email that I stated I was not accustomed to the curly hair. After the initial email reply from Princess Hair Shop, [redacted] called me and gave me advice on how to properly care for the hair which I have done since (and still encountered the same issues I initially reported) so, no the emails do not state anywhere that I was "unaware" of how to care for the hair. After receiving the 20" replacement bundles, I have spent the past few months re-constructing a new wig. While it was under construction I routinely co-washed the hair and had the hair separated in braids. When the wig was completed I took the braids out and after less than a day the hair was tangled and matted to no end. Is it any wonder I want a refund? Combined with the hair products and tools I have purchased to care for and maintain the hair I have spent over $1000. As I've said before, this hair has been far too troublesome and the quality is not up to par. In addition to this, my trust in Princess Hair Shop as a business is broken. That is why I want my money back.

Business

Response:

I completely understand why you would be asking for a refund. But the unknown factor of hair care still becomes if you were properly caring for the hair. We have not heard from you in months and when asked for current hair care regimen you refused to answer any question. But it is listed multiple times on the website and during the checkout process that we do not offer refunds on hair that is already used. We do consider our hair to be investment. Most customers are able to wear and color their hair for well over a year, coloring it multiple times etc. When you sent your hair back once you did have all the hair installed on the unit it was only the 20". It is extremely hard to believe that not only did you have 2 "defective" bundles before even wearing the unit, but you also 3 other bundle that are "defective". We have not had any complaints with the Brazilian Deep Curly in the entire time period that you have had yours. There may be more room for adjustments if you were not the only person having the issues that you were. The Deep Curly hair is one of our top sellers that we ship out daily. If there was something going on I'm sure other people would be having issues as well. It just comes off as odd that you say you have been taking the past few months to care the hair properly with the hair still matting and tangling and yet you are just now contacting us. Why go through months of tangling and shedding and not contact us sooner? You also a just now revealing that " a new unit was made". When asked to give us a call and go over your regimen you refused. If you were doing everything you were supposed to and using proper products why not let us know? There are alot of unanswered questions and sequences of events that do not add up. As I have previously stated, with your hair in a workable, manageable condition we are happy to take another look at your hair and see what we can do from there.We are not willing to compromise our refund policy at this time.

Review: I purchased an item which was lost and have received almost no assistance or support from this company and am out almost $400.

On May 1st I made a purchase from this company costing close to $400 and have had no assistance in locating where this item now is. It was apparently lost which I understand is the fault of the US postal system, however I expect the company to do all they can to find where the item is and to replace either the item or my money- of which they are unwilling to do either. I've been extremely patient and understanding, but I expect to be shipped out a replacement at the very least. And instead I'm being told a they can do is file a claim w/ USPS which can take upwards of6months. I believe the correct way to handle this is to replace what they are unable to locate and the insurance claim which they filed and wouldn't even give me the insurance info confirming this would go back to them. They gave me a claim # which I have no way of verifying since its under their name. So essentially they are just asking me to take their word for it and to sit on my hands and watch paint dry while I wait anywhere from 3-6 months for a possible claim to come through. IDesired Settlement: I think a full refund is absolutely the right thing to do here, however I am also willing to accept a replacement. Problem is however that they have been willing to do neither. And have the attitude that they could care less and I just need to wait for the claim. I just called to speak to someone about the 400$ I am out of and was actually told to try back in a couple weeks to see if there's any other info. That is truly unbelievable to me. If they seemed to be investigating where my package is or to care in the least I would be willing to wait for further info. But as its been a month since I ordered and paid for this item I believe 30 days is more than fair

Business

Response:

Business' Initial Response

We completely understand that you are upset your package was lost. But it is not our fault that the United States Postal Service lost your package. We did our part in starting the claim for you and checking the status when you called. It is unfair that you are asking us to fix a mistake that was not on our part. Your package was insured for it's value so you are absolutely not out of your money. You have access to the case # and if you call them you can check the status of the case. We have filed claims and they can take anywhere from 1 month-6 months. The time frame is not up to us.

Review: I received the hair sometime in November of 2014. I was 17 years old at the time. I ordered 3 bundles of Eurasian Straight/Wavy hair. The hair was fine, as least I thought, until I started washing it as they instructed me to. I used the exact product they instructed me to use and I even asked twice the name of the product to double check. The hair started to [redacted] up really really bad not just in the back, but all over. It became such a task just to try to comb it out. It was ridiculous. My grandmother kept telling me that it was horrible hair but I kept making excuses for PHS thinking the hair would snap into shape. I hadn't had it for no more than about 2-3 weeks! I called them and they told me that it was because I used a certain type of shampoo/conditioner on the hair. But I used exactly what they told me to from the beginning. They had me out buying all of these products telling me that it would help to rejuvenate the hair. But it didn't. I eventually sent it back to see if they could fix it. They told me that it was nothing they could do to fix it, that they weren't going to give me my money back, and told me because of this and that, it voided my gurantee. Now I'm having to pay to get the hair sent back to me. I honestly think it was just horrible hair to begin with. I had worked so hard and saved up all of this money to buy something I really wanted just to get a slap back in my face. I had never ordered hair online before and Princess Hair Shop was who I thought was going to give me hair worth my $512 I had paid. I guess I thought wrong. Desired Settlement: If anything, I would like my money back. I invested so much money into something which wasn't what I ordered. If I can't get my money back, I want new hair to replace whatever that stuff was that was sent to me.

Business

Response:

Attached I have the the hair care tips that comes with every package via email and hard copy in the package. Our company stands buy our product 100% when hair is being properly taken care of. We have a 1 year hair guarantee that qualifies against shedding, tangling matting and any other defects with the hair. When a customer has an issue they are supposed to call us and we take down their current regimen and try to see if there is anything we can change/update to make the hair work for them. Once they have tried our suggestions and the hair is still being difficult they have the option to send the hair back to us. At this point the hair is given to our stylist. He tries between 2-4 different regimens to see if the hair will respond. If it does not and is still becoming troublesome the hair is determined defective and the hair is replaced. When customers call we write down all the information in a book for our references. This is also the original treatment hair intake form when Zaire called and spoke to our representative Shayna. She called on December 22. As stated on her intake form she did not wash her hair for the 1st week the hair was installed. After that she purchased Suave professionals conditioner and was cowashing 1-2 times per week as instructed on the pink hair care tips form. The issue with her regimen was that she was using Organix coconut milk and Organix Moroccan conditioner and shampoo. As stated on the pink hair care tips use of the Organix products will void the 1 year hair guarantee. We have this brand of products banned because in prior years we have had a mass amount of complaints with those products for causing shedding tangling etc. During the phone call Zaire was notified of this policy but she still wanted to send the hair in to see if we could still treat the hair. When we received the hair some of the pieces were in a workable fashion and 1 huge piece was completely matted together. Also stated on the hair paper under the 1 year hair guarantee section it is stated that if the hair is not received in a workable fashion we will not treat the hair at all. The matted piece was not worked with but the other pieces were. Attached are photos of the hair after the treatment and the untouched matted piece. The 2 pieces that were treated look amazing. We updated Zaire with the status of her hair and she was very upset. She wanted her hair to either be replaced or refunded. We were not able to accommodate either one of those requests because products that were stated to NOT USE were used on all of the hair. Zaire was able to receive her hair back if she opted to pay either $5 or $14 shipping. We are still not able to accommodate either of her requests because2 policies that were clearly stated have been broken. We are not at fault in this matter. If she would like to pay for the shipping we are happy to send the hair back to her.