T W C Wig Co

Complaint ID#*** Dear *** *** ***,This customer filed a complaint with you because she felt that our day return policy for Celebrity Styles is unfair and she requested that the policy be revisedUnfortunately, the item requested, a City Life wig, was ordered especially for her from
Raquel WelchRaquel Welch items are not made by our manufacturerWe take pride in being able to offer Raquel Welch Brand items to our customers, but must adhere to their return policyUnfortunately we are unable to extend the return policy on non TWC brand items.Ms***’s order was placed on our website where this policy is clearly stated (Attachment 1)Our policy states:To be eligible for exchange or return, items must be in original factory condition and in original packaging.If the hair goods are cut, washed, exposed to odors (such as cigarette smoke or perfume), or if heat has been applied in any manner they will not be accepted for return.Items must be neither worn nor altered in any way, including the removal of tags or labels.Package must be postmarked within days of the ship dateMs***’s order was shipped on 3/3/To be eligible for a refund or exchange, her merchandise needed to be postmarked on 3/17/Unfortunately, Ms***’s return tracking shows that the package was postmarked on 3/24/(Attachment 2)Ms***’s complaint also states that she did not receive the original package in a timely mannerMs*** indicates that the package was delivered to her on 3/12/TWC makes every effort to help customers receive their Celebrity Brand merchandise well within the day policyTWC upgrades shipping on all Celebrity Brand orders at no charge so they are delivered in to business daysTracking on Ms***’s original package shows that the item was delivered to her on 3/6/(Attachment 3)Our company has since contacted Ms*** and we did review the return policy with herThe City Life wig was returned to her at no chargeSince we are unable to extend the return policy on this item, we also waived her return shipping charge for the inconvenience.Thank you for bringing this matter to our attention.Sincerely,*** ***
TWC Customer Service Manager [email protected] 1-800-568-Ext

Review: Complaint taken over the phone:

Consumer returned 4 wigs because they were the wrong color. She advised the company has not exchanged them yet for her.Desired Settlement: Consumer would like contact by business to get colors corrected; if not return consumers money.

Business

Response:

Re: Complaint ID#[redacted]Dear [redacted]Ms. *. filed the above complaint with you because she had not received her exchange merchandise or a refund.On 6/21/16, TWC received Ms. *’s return in our warehouse. On our invoice, we ask customers to allow 14 days for us to process a return order.On 6/24/16, TWC processed Ms. *’s return of four wigs priced at $29.95 each. Her exchange item, one STRIKING wig, price $59, shipped on 6/24/16. The tracking number confirms the package was delivered to Ms. *. on 6/27/16.TWC processed two refund checks for Ms. *. for the remaining credit due. Check #[redacted] for $22.90 was issued on 7/1/16. Check #[redacted] for $22.00 was issued on 7/10/16.TWC contacted Ms. * by phone on 7/12/16. Ms. *. stated that did receive her merchandise and was satisfied with the resolution.Thank you for bringing this matter to our attention.Sincerely,Cheri C[redacted]TWC Customer Service Manager [email protected] 1-800-568-3499 Ext. 216

I had a wonderful experience with this company. I called the customer service area to inquire about colors and they told me I could order up to 6 color samples a day. The rep was so courteous and helpful. Ordered color samples online. Received them a few days later. Placed an order on Monday and received it on Tuesday. It is exactly what I ordered and couldn't be happier with the entire experience. I will be a repeat customer.

Review: I ordered a wig online from The Wig Company Feb 23,2015. A charge of 296.65 was charged to my checking account on March 2,2015. I received the wig on March 12,2015. It was not at all like what I had ordered in the fact that it was styled on one side and not the other. I found out I would need to take it to a wig stylist and have it cut for 60 dollars more. I returned the wig using the ez label on March 24,2015. I thought I understood the 14 day return policy but after contacting them on April 7,2015 I was told that I had 14 days from the time they shipped it to me to return it. I told them I didn't even receive until 10 days after I was charged for it. They said it was a wig they order from an outside company and they have a time frame to meet in order to get return credit from them. I asked them if they have received the wig and said yes and it had been returned to the other company. I asked them what about my refund and they said since I didn't return it the required time the wig will be returned to me and I will not be refunded my money. I said and I will be left with a three hundred dollar wig I don't want and they said Yes. Needless to say even though I do not want the wig, it has not been returned yet. I think they should have their return policy changed to 14 days upon the customers received via signature required acknowledgement because I only had 4 days after receiving the product on the 12th to return it and now be out 300 on top of it. I am a single working grandmother raising my 2 yr old grandson and don't know why but suddenly am losing my hair. I would appreciate it if you would address them with their return policies and how their shipping makes it very difficult to adhere to their policy. Thank YouDesired Settlement: I found it very difficult to adhere to a 14 day return policy since I didn't receive the product until 10 days after it was charged to my account. The Wig Company should have their return policy 14 days after customer has received the product.The day they shipped it, which I have no idea what day that was, is the day my return time started. They need to revise their policy. I believe I should be refunded my money. The date of delivery confirmed by cust signature should be the date of return time

Business

Response:

Complaint ID#[redacted] Dear [redacted],This customer filed a complaint with you because she felt that our 14 day return policy for Celebrity Styles is unfair and she requested that the policy be revised. Unfortunately, the item requested, a City Life wig, was ordered especially for her from Raquel Welch. Raquel Welch items are not made by our manufacturer. We take pride in being able to offer Raquel Welch Brand items to our customers, but must adhere to their return policy. Unfortunately we are unable to extend the return policy on non TWC brand items.Ms. [redacted]’s order was placed on our website where this policy is clearly stated (Attachment 1). Our policy states:To be eligible for exchange or return, items must be in original factory condition and in original packaging.If the hair goods are cut, washed, exposed to odors (such as cigarette smoke or perfume), or if heat has been applied in any manner they will not be accepted for return.Items must be neither worn nor altered in any way, including the removal of tags or labels.Package must be postmarked within 14 days of the ship dateMs. [redacted]’s order was shipped on 3/3/15. To be eligible for a refund or exchange, her merchandise needed to be postmarked on 3/17/15. Unfortunately, Ms. [redacted]’s return tracking shows that the package was postmarked on 3/24/15. (Attachment 2)Ms. [redacted]’s complaint also states that she did not receive the original package in a timely manner. Ms. [redacted] indicates that the package was delivered to her on 3/12/15. TWC makes every effort to help customers receive their Celebrity Brand merchandise well within the 14 day policy. TWC upgrades shipping on all Celebrity Brand orders at no charge so they are delivered in 3 to 5 business days. Tracking on Ms. [redacted]’s original package shows that the item was delivered to her on 3/6/15. (Attachment 3)Our company has since contacted Ms. [redacted] and we did review the return policy with her. The City Life wig was returned to her at no charge. Since we are unable to extend the return policy on this item, we also waived her return shipping charge for the inconvenience.Thank you for bringing this matter to our attention.Sincerely,[redacted]

TWC Customer Service Manager