Wow, me too!

I thought she seemed like a really sweet person on here!

I ordered from her shrinkies, and received them without a problem.

My only problem with the shrinkies was that they did not work.  I did a full head install, which took forever and then within a day they all slipped right out.  Some of them melted funny too.  I had my wand on low heat too and they still split right down the center.

I am sticking with shrinkies.net for products.  Their shrinkies, as well as other items were all perfect and I couldn't have asked for more from a company!

OMG!!!  I am so sorry that you have had to deal with this.  It just goes to show that when money is involved people will just get down and dirty!!!

Hopefully she will see this post and get a clue that you can't treat customers like that and get away with it.

I truely belive in Karma, what comes around, goes around.

I would still pursue the paypal issue, you deserve your money back!!  Do you have any shipping reciepts and delivery confermations that you sent the hair back?

Good luck and keep us posted.

Yeah defintly keep us posted!

That is SO ridiculous!  It is good you are making people aware of this issue, hopefully people will think twice before shopping there, if that is the way they run a business!

Yikes - I can't help but think there must be a terrible misunderstanding going on here...

I recently purchased some D-Lux in shoelace style ( and,by the way, there is a comments section in paypal to write specifics about your request as I used it to request shoelace tips...) and received it fast with no issues.  I have never had a bad experience with YourHairShop, or with Kristin.  This is what makes me think there must be some misunderstanding.  I hope things get cleared up.

yea..  i did the same as aphrodite and specified in the comment box and i got the shoelace tips ok..

but i hope everything works out...

im sure you'll work it out! best of luck though.. i hope everything gets settled amicably !

That is SO ridiculous!

I have to agree with you on the shrinkies, they really suck and I would never order them from there again.  Mine all fell out within a day if they didn't split when I was heating them.

I am really astounded by that email!  Something like that is stealing, as it was mentioned before, she doesn't have the right to decide how and if she will refund you.

Looks like this is a business that won't be lasting long.....

It is NEVER a good idea to threaten a customer, especially if the customer has a legitimate complaint, that is simply unprofessional! 

tjoh99 wrote: -----Original Message----- From: YourHairShop.com [ http://us.f315.mail.yahoo.com/ym/Compose?To=info@YourHairShop.com - mailto:info@YourHairShop.com ] Sent: Wed 2/1/2006 2:00 PM To: Orourke, Trina Subject: RE: Refund? If you continue with your Paypal buyer complaint and it is granted in our favor we will no longer offer you your $200 store credit for putting us through that. If you drop your Paypal complaint we will be more than happy to offer you your $200 towards anything we sell and we can even ship it out to you today. Sincerely, YourHairShop.com

That is just wrong, wrong, wrong!!!!

She should be bending over backwards trying to get the right product to you, and making sure that you are happy.  The highest compliment is a referal.  A store closer would be to act the way she is acting now!!

You just can't treat people in the way that she is treating you, not only is it bad business, but it is bad KARMA!!!

Good luck!!

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

I NEVER have slammed Shrinkies.net and there's no way I ever could have- I have not tried any of her products. You are obviously trying to start something and it's eally not fair. Tangles and I have talked about Shrinies.net over IM and she can confirm that I've never said anything bad about the company. Many emails come in about how D-LUX compare to Lush and I've always replied that I have not had a chance to try the Lush so I don't know. MANY of you who have PM'ed me can more than verify that.

As for the email she copy and pasted above I wrote her back and apologized for that sounding bad with this last email I wrote her:

.

Kristin,

Glad to hear your side of things and that the statement about keeping the $200 was corrected and apologized for.

As Dr. Phil says "No matter how flat you make a pancake, it still has 2 sides!"

This is plain rediculous.I have ordered different things from kristin and have always had exceptional service and speed.Plus for everyone disappointed with the glue-free shrinkies.Join the club.Noone has had good luck with them.They just dont work without glue.I dont care if there from kristins site or even amms site.THEY DONT WORK.If you do a search on them people have been trying them forever with no luck.

And Kristin has been on this board a long time.And never before has anyone had any complaints about her business ethics until now.I think it can be chalked up to a misunderstanding.I'm sorry that you are out so much money tjoh,but she is still offering to send your hair even after being slandered on the board.Maybe take her up on it.Just my two cents.

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. 

tjoh99 wrote: 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...... 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 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.

First of all, I know for a fact that a website's policies & terms do stand on their own. You dont have to click anything or sign anything when placing an order to show that you accept their terms.....  when you place an order through them, and send money- that is showing that you either accepted their terms, or just plain did'nt read them.

There is one thing I tell everyone that orders online....  it's easy to take a screen-shot of the website's terms & policies page. Not only will all their policies & info be there as evidence, but just as importantly a date and time will be provided too. This covers not only the web owner's backside, but often also the consumer's as well. 

My husband breeds exotic reptiles and sells the captive-bred babies, and often he's had to place orders for breeding stock online.  He always takes a screen-shot of the website's policies to make sure they cant alter their terms or conditions after a transaction, in case things go sour. Twice he's had animals shipped dead-on-arrival, and luckily he had screen-shots of the terms & policies to back his cause.

I know the reptile business is completely different from buying hair extension hair online....  one thing I do know from doing my own hair extensions and having to buy supplies online-  no businesses I've ever dealt with accept returns on hair. I believe it's a health related policy. I'm sure someone can elaborate further on this. I've boughten hair from Sally's Beauty Supply, as well, and they always tell me when making my purchase that they dont accept returns.

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.

Lilmountaingirl, you bring up some good points, but even in the return policy you copy and pasted there is still nothing that says, NO returns!  That is the whole thing that Trina is getting at.

She isn't saying she wants to exchange it, which is all you posted about.  She is saying she wants a refund of her money and there isn't anything in there saying you can't return the hair.

I have seen places on Ebay where people are selling hair and they say in their auction or store, "Due to the nature of this product, we cannot except returns."  Just because this is something that is probably a well known policy doesn't mean it should not be CLEARLY stated in the website.

If there is nothing on Your Hair Shops website stating that then Trina has every right to be saying what she is saying.  If it hasn't been pointed out on the website then how would she know she couldn't get a refund.

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. 

Pinkparadise42, I guess we were on the same wavelength.  I was replying the same time as you!

At this point $200 is a small amount for Kristin to pay to resolve this matter and to update the website.  It is my opinion that is all she owes Trina.

Sarytyr I couldn't have said it better myself!

:)

I know I couldnt find the words "no returns" on the yourhairshop website, but I thought I'd post what I found anyways.... it goes to show what is AND what isn't stated on the site.

What I'm wondering is this:  was the packages of hair opened? If they were once the buyer recieved them, then yourhairshop's terms might apply. This is what Kristen says on her site:  "-All unused/unopened items may be exchanged with the exception of clip-in hair pieces for health reasons"

You do bring up a great point and although Tjoh99 never mentioned that my policy was unclear or anything to that effect I would have refunded her immediately if she would have brough that to my attention. You're right that my site does say you may exchange any unused/unopened products but it does not clearly say 'no refunds' which I will add. Although I believe that Tjou99 understood exactly what was meant by the policy due to the fact that it was not the basis of her claim it is enough for me to now be inclined to refund her on that basis.

Let it be known that I will update my policy with a blunt 'no refunds- exchange only' information and please know that I will ALWAYS stand by my policy no matter what.

Tjoh99 you will recieve your $200 back shortly- you should give a huge thanks to lilmountaingirl who brought up some good information on that my policy could have been written clearer. I thank you too lilmountaingirl as I probably wouldn't have noticed either.

~Kristin

I think this is a bad situation that arose just out of miscommunication.  It's too bad.  I can see both sides.

I don't think Paypal consistently places that comment box on it's order checkout form.  Sometimes it's there, sometimes it's not.  It might be a browser issue.  I don't know.

As a mediator and lawyer, I think that probably Kristen's site is clear enough regarding their return policy.  I also don't think a court would award the cost of the replacement hair (tjoh99 needed hair, got hair, and actually spent less elsewhere) or the courier (that was an expense that tjoh99 chose to incur and would have incurred even if the exchange had been successfully completed at that point).  I think the shipping charges are also a stretch.  Given Kristen's policy as it is stated, the court would probably side with Kristen.  For emotional distress to fly, there would have to be proven intent to cause distress that resulted in a real injury along the lines of creating a need for mental health counseling.

I would recommend that Kristen clarify her policy regarding whether or not she will refund shipping charges and whether she will reimburse shipping for returned items.  Most mail-order companies do that.

Finally, the mediator in me would suggest that Kristen, just this once, offer to refund the $200 for hair and the $9.99 for shipping.  Kristen will be out $9.99 but will have the hair.

For tjoh99, I would recommend that you incur the $150 hair cost and the $75 courier cost as well as the $4.25 return shipping cost.  Tjoh99 will actually then only be out $29.25 total.   

I know this situation sucks for both of you and that you're both angry and frustrated, but I hope that you will both take a step to resolve this amicably. 

I would hate to see ongoing feuds ruin the supportive atmosphere of this board.

CaliforniaKristin wrote: You do bring up a great point and although Tjoh99 never mentioned that my policy was unclear or anything to that effect I would have refunded her immediately if she would have brough that to my attention. You're right that my site does say you may exchange any unused/unopened products but it does not clearly say 'no refunds' which I will add. Although I believe that Tjou99 understood exactly what was meant by the policy due to the fact that it was not the basis of her claim it is enough for me to now be inclined to refund her on that basis. Let it be known that I will update my policy with a blunt 'no refunds- exchange only' information and please know that I will ALWAYS stand by my policy no matter what. Tjoh99 you will recieve your $200 back shortly- you should give a huge thanks to lilmountaingirl who brought up some good information on that my policy could have been written clearer. I thank you too lilmountaingirl as I probably wouldn't have noticed either. ~Kristin

Kristen,

I posted what the terms on your website said, because it didnt say anything about returns, much less anything about returns even being allowed. You did mention exchanges on unopened/unused packages, though.... which led me to feel that if I was the one doing the ordering from your site I would have assumed returns were'nt offered, but in some instances exchanges would be honored- if the criteria you mentioned were met.  I hope this makes sense.... 

From all my experience buying hair extension supplies, I have never bought any hair that was returnable, or even exchangable. Maybe that's why I automatically thought from reading your site's terms that returns were out of the question.

Is there a full moon outside?

I'll put a pancake and a waffle on my cat if it will help.  :-)

I dont understand what Amm meant by her first comment. Please explain.

As for this whole little mis understanding. I dont think going on a board and posting horrible names about someone when it was both sides partial fault is right. I try to think of the shoes of the seller as well. Kristin is probably very busy and if someone wants to be a nice person and make life easy and not run into problems, be as clear and co-operative as possible. I dont think she can read minds and obviously she cant read every email sent when its sent....no one will have their hair...hello!!! lol!

I havent bought any hair yet but so far I have not heard one thing bad said about Kristin and just because there was one little mis understanding and it was blown out of poportion I dont think she should be slammed for this. There is always two sides to every story...everyone knows that. And I know her policy does not state "NO REFUNDS" but its pretty clear and mostly common sense that is says exchanged. I'm glad that it will be changed for those petty people out there that liketo find any little loop hole to get out of their own mistake though.

I just want to say that I hope everyone doesnt think differently about someone just because of anothers opinion.

I would just like to add a big KUDOS of Kristin.  Yes it was probably a bitter pill to swallow, but I think that you did it very eloquently.

Of everything that was said about this whole situation, I feel that Kristen was not completly at fault.  It was a huge miscommmunication, and just got blown out of control right from the start.  I do agree with tjoh about the email regarding PayPal, it was very threating, but what she failed to mention was that Kristin did email her back apoligizing that it came off that way.

I can see both sides of the issue.  I hope everyone can get past this.

Hi.  Maybe its just me but... am I the only one that remembered nail hair can be turned into shoelace hair very simply, and vice versa?

Ahh well, we all live and learn, glad that conflict got sorted out.

My own take on everything...I dont run any business with hair (I just buy that:))...but I do sell dolls online, so I've had my experiences...

As a seller...and I feel that most of the people on here who sell hair (including Kristin) really value their customers, and love the products that they are selling.  All of them...amm, amanda, tangles, kristin help us diyers at no cost to us on this board...anyone that donates their time like that is someone who is cares about the hair and the customers...

Sometimes things happen, my opinion is that the original situation was no ones fault.  However, once the original thing went wrong, then tensions seemed to mount exponentially - especially with the courier thing (which was not necessary).  Its easy to write a quick email that isnt the nicest on both sides, and everyone gets defensive when they get something like that...something that you would never say to a person if you were dealing directly with them...

but with any business - especially if it is obvious that everything is starting as a misunderstanding...its really best to deal with it privately - for example, many people will read the first post on this topic, and think bad things about Kristin, without reading through everything else...and thats really sad...

That being said, as a seller of "stuff"...I feel uncomfortable with how it was approached on this board.  It does seem like it could have been handled without that.  These kinda things (as someone who sells myself) turn my stomach, because most sellers really do want their customers happy...

Anyways, best to you both, glad it was resolved...I love all the hair around here...and the pros who donate their time and expertise to help me

PS - Love your Oolong, and the idea behind him...here's my donation (this is my new puppy:))...dont have any waffles:

I guess its time for my kittens!

This ones my favorite...

*edited to add the WTF cat*

Number 3 ate the prozac!

lol x

oh wow, that is alot of excess glue squeezing out of the shrink tubes. And I could see how it would make a difficult removal.

When I 'have' rolled the nail tips into stick tips, I trim down the nail tip and then squeeze out as much excess glue as possible before rolling them into stick tips. It works if you are in a pinch and need to turn nail tip into stick tip hair, but the removal is a little more difficult and time consuming.

Thanks Amm!!

I would definately hate to remove that mess!!

WAY cool Demo...