Your Hair Shop runs a bad business

Yep, live and learn on both sides.  The words "no refund" cannot be found.  It is not reasonable to expect the consumer to make the assumptions based on similar businesses or that there are no refunds simply because the policy does not cover the subject.  The policy needs to be clear and stated somewhere on the website even if it a link or button to the doc*ment. 

 

Here's the terms I found on the site: 

Return Policy-

-All unused/unopened items may be exchanged with the exception of clip-in hair pieces for health reasons.

 

-All exchanged items  must be sent back with a postmark dated no later than 21 days after the date your items were purchased online. No exceptions.

 

-Please send all exchanged items with delivery confirmation. We are not responsible for any Packages that are not received.

 

I agree the personal attacks are getting out of hand.  I know though, that things can get intense when there is cash involved.

Unfortunately for Kristin, I just looked at her website and I couldn't find anywhere that states a policy of no refunds on any products. It only explains the policies concerning payment, shipping and exchanges. 

Ok first off, I take responsibility for not commenting in the actual papal order. As soon as it went through I thought "uh oh" so I sent an email immediately after. Whether or not I put the correct subject line in the email, I did communicate what I wanted to you. It's not my fault you don't read your emails in a timely basis and overwork yourself to exhaustion. Regardless, I received the wrong product. If you want to place blame on my for not communicating with you in the most convenient way for Kristen, fine.

I sent it back because it was the wrong hair, not the wrong color. When I saw the hair all together I thought it was slightly more brown than I had hoped and since I had to send it back anyway, asked if there was a redder option. I want to be clear that I was not "exchanging" anything. If it had been the right hair in the first place, I would have just thrown a red glosser on it and installed in time for my event.

As for your "policy" there is nothing during the buying process that required me to initial or click "I agree to these terms" which legally in the courtroom isn't going to stand, but that's besides the point.

You are wrong. Bottom line is that you shipped me the WRONG product and feel unaccountable because I didn't communicate my request in the most convenient way for you.

You shipped me the wrong product, I sent it back at my own charge like an idiot.

You provided papal with FALSE information/proof that merchandise was delivered to me which we both know is a lie because I sent it back to you.

I am an educated, professional woman with impeccable ethics in business. Sometimes in business, there are times when we have to make exceptions when there is a miscommunication that is partly our own fault. You have your merchandise, unopened and brand new. There is no reason as to why you wouldn't refund me my money with the exception alone that you just wanted to corner a customer that’s already paid you money.

I said it before, and I'll say it again I want you to keep that money and don't even think about sending my the wrong product or any product for that matter.

The only thing I want back is my money and I'm going to give you until Monday to do so and let us part ways amicably.

If I do not have my money refunded to me, the sheriff will be serving you with papers for a small claims lawsuit and on the advice of my father who happens to be an attorney. I am suing you for the following:

-The original cost of my purchase $200

-The cost of the courier in an attempt to collect merchandise in a timely manner $75

-The different in hair I had to buy locally as a result of negligence $150

-The cost of the shipping I spent sending the wrong product back to you $4.25

-The original shipping fees I paid for $9.99

-It's a long shot but I'm going to tack on mental anguish as well in the amount advised to me by my father

And don't you for one second think that people aren't smart enough to realize the only reason you're willing to send me anything now is because I aired a very nasty side of you. I appreciate your attempt to redeem yourself though.

And if you deliver product to me, I'm going to bring it back to you in person and continue to do so until we go to court.

 

All that was meant by that is that she is not telling me what she wants so I have no choice but to send her back her original order which would not give her a chance to use her $200 credit for something else. I don't want to keep her products so what am I supposed to do if she does not tell me what she wants???? I have no choice but to send back her original order.

I did and still do have some packs of the shoelace tips but they were picked up rather quickly by some of our local salons in the area which is why I never added them to the site. Many of you did order them from me and you WERE able to write that you wanted them in shoelace tip in the comment section of you order just as 'frantic' snd 'aphrodite' confirmed above. I do not understand how she is the only one who would have been unable to make a comment in her order- it's not as if the format of the site changes from peoson to person. 

tjoh99 did order 2 packs of the D-LUX hair in kera-tip with no comment on her order about changing them to shoelace tips. She did send an email out to us to correct her mistake of not specifying it in her order but her subject line in her email said nothing about her order or it needing to be changed. On our 'contact us' page the very first option is 'click here to contact us about making a change to your order' that option will automatically enter the subject line 'making a change to an order' It's not necessary that you contact us this way but it is there to help us sift through emails. If the subject line would have mentioned anything about a order it would have been opened and processed immediately. When we print out all packing slips each morning we scan all of our emails to make sure no one had needed anything canceled or changed and nothing was seen that day due to her subject line not reflecting her email. I don't have a chance to get back to 30 emails before I pack and ship all orders so if you've got something important to say it would be a good idea to at least put a note of it in the subject line. Her order was shipped out first thing in the morning and her email was not read until later that evening. I have apologized many times for not catching this for her but I had given her specific instructions to add it in the comment section of her order as many of you did so her order would arrive correctly.

She contacted me via email letting me know the color of the hair was wrong and she was sending it back to exchange it for another color. I replied that i would be looking for it to arrive. It came quickly by mail and I emailed her to let her know I had recieved it and to let me know what I could ship her back out so I could ship it out that same day. She mentioned that she was only about 45minutes away and that she wanted to send someone to pick it up that same day. I shouldn't have allowed her to try this because whoever she sent was unable to find us (the door can be tricky to find here in our building but this is not my fault). Please note if she would have allowed me to ship it to her I would have re-shipped it out for free and she would have had it the next day. She blames me that she paid someone $75 to come pick it up and that she came back empty handed- we were here all day so there is no reason they should have come back with nothing.

She said she didn't want to pay to have the person come back by so to please ship it to her. I replied 'no problem, please just confirm what you'd like.' I got a return email that stated 'I just went and bought some hair at a beauty supply store-  please refund my money'. I wrote her back and reminded her of our policy that we do not offer refunds and that she is more than welcome to keep her credit with us or have us ship her out anything else with her credit. Our policy is written on both of our online shop pages very bluntly and it is also written on each and every packing slip so she is more than aware that we no not offer refunds, just exchanges. She responded by filing a Paypal claim. I had nothing to do with the claim and I had nothing to do with the response that was given for my side of the claim- Paypal automatically pulled the shipping information and never gave me a any 'respond to seller' option. I sent her many emails telling her we have a policy for a reason and just because you bought hair elsewhere did not change our policy. We were and still are more than willing to offer her an exchange.

If she would just let me know what she wanted I would package it up and ship it this very second but she has chosen not to. When you buy from a online shop you agree to their policy and many sites do not even offer an exchange like we do. I have always been more than helpful to each and every one of you and I tried over MANY emails to resolve this with her as she threatens to take me to small claims.

Tjoh99 you still have $200 credit- If you'd just tell me what you want I'd get it out to you right away. If you don't tell me what you want I will ship you out exactly what you sent back to me in an effort to resolve this.

It's a very sad situation and I'm sorry it was brought out to the boards for all to read but please know that we have sent her many emails asking lettign her know she has $200 credit and she can choose whatever she wants from the shop and we will even ship it to her for free.

~Kristin

Yep, I'm thinking Tangles is the one. I'm in North Orange County,
probably 30 mins. from her when there is no traffic. I've been more than
impressed so far by her feedback. It is great that you can bring your own
supplies to save money, too. Thanks for the confirmation that I'm making
a good choice!

Hi kristie m,

I haven't gone to tangles myself yet, but she seems like a very ethical business woman. Her prices are VERY VERY fair, especialy if you bring in your own supplies. I'm in hollywood right at Franklin & Vine and she's only about 45 min from me. Not too far at all if your in the LA area.

When you're ready, I would look into her services. She's a very nice lady

Oh forgot gsmilie

I do have the shipping receipt from when I sent it back to her. For some reason paypal sided with her without even asking me for backing doc*ments. I don't have a signed delvery confirmation, but I do have emails from her stating that she got the hair back from me.

I'm going to call and try to talk with a manager to explain my situation and see what they can do.

I'm also looking into small claims court.

Woah!

Trina, thank you SO much for your posts about this. It was gutsy of you
to be willing to tell your story here. I can't imagine that you would be
banned for posting the truth.

I too am a So Cal person, and am becoming interested in having my
extensions done professionally once my hair grows a bit more. There are
several extensionsists who post on this board; I will end up choosing
amongst them, I'm sure. I am most particular about the professionals I
rely on, whether it be for cosmetology services or medical or dental care.
Being a good extensionist isn't enough for me -- I want someone who is
decent and ethical as a businessperson as well. I do so appreciate your
alerting me about the business practices of someone I was considering
for my extension needs.