Complaints

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12th 2022 I was introduced to Nicole Dumelie at her hair studio to discuss riding a wig I needed for a wedding on Aug 20th in Ontario. I discussed with Nicole the type, length and colour of wig I was looking for and was told I would not be a problem, that same evening Nicole sent me a message letting me know the cost which was around $649.00, she told me I could deposit $600.00 and she would forgo the shipping cost. On July 13th text me her email address to e-transfer the funds, I transferred the money and sent her a text letting her know that I sent it and ask if she received it to which she text back stating she got it. In July 25th I sent her a message asking for estimated delivery time because I was leaving for the wedding on Aug 18th and needed it before I left. She sated she would have a better idea by Wed Aug 3rd but I never heard from her so I text her again on Aug 8th asking if she heard anything and I was told "not yet any day ". Then on Aug 11th I was told it was at customs, then on Aug 12th it still was not in yet, on Aug 13 th she was tracking it and by Aug 16th she was asking me when do I leave for the wedding which I told her I was leaving on Aug 18th. Then I don't hear anything from her until Aug 18th ..... This is what she had to say " I know omg it is so $&?!@ up! I actually drove to the border. They are holding a lot of inventory for businesses due to a new regulation with customs. Apparently bringing stuff in it goes on hold until a broker is assigned. It's really a crappy situation, I have so many friends that have businesses being affected. . This is a new thing with border services. So sorry. It's stressful on both sides ðŸ'"I did not know about this new regulation with border and brokers. I then text her again on Aug 27th but by that point I was getting excuses. It is now Dec 02nd and I still don't have the wig nor have I heard from Nicole.... she was not answering my calls or text messages! ** **** ** ******* ** *** **** * *** *** ****!

  Business response

  18/01/2023

  July 12th ******* came into the salon and was referred by a mutual friend/client of mine. She was inquiring about a custom made wig. I measured her head etc. and had a thorough consultation with her regarding length, texture, colour and fit for the custom wig. ( 24 inches, loose wave, black and I would shape bangs to the customized wig).
  She stated she needed the wig before Aug. 20th. I did mention due Covid, orders were delayed but recently had no issue with receiving them in a timely manner. As numerous orders arriving within a 3-6 week period.
  
  In addition to the wig, ******* also ordered a 22 inch weft for a ponytail extension. Later that evening I sent her a text asking for a downpayment of $600, (this was only a downpayment and the difference of the custom wig and weft would be paid at the time it was received in salon). ******* sent a e-transfer later the next evening, July 13th. I placed the custom wig, and ponytail weft order the next day.
  
  On or about July 25th I received a message from her inquiring about her custom order. I let her know I would have a better idea of the arrival closer to Aug. 3rd. Due to the fact the wig is custom made, the manufacturer customizes it to be a perfect fit. This process usually takes a few weeks. That is why I told her I would have a better idea around Aug. 3rd.
  
  Once the order was shipped as with any other order I track it to have an idea of an arrival date. As per normal, I tracked this order. I heard from ******* during this time and I let her know the status of the tracking for her custom order. This order arrived at customs as all of my custom orders do. This package was at customs for a much
  longer period of time than I have ever experienced which is out of my control. After talking with other colleagues about the delay, I was informed about a change in the law regarding brokerage companies etc.. At this time two of my colleagues (who had laser and body contouring equipment and supplies etc... at the border) drove to the
  border to actually try to pick up my order along with hers.
  
  Unfortunately *******'s order did not arrive in the time frame she needed it for. After I received the custom wig and wefts, I called ******* and she made it extremely clear she did not want the wig and only wanted her deposit back. I explained to her that I would be more than happy to give her the deposit back once I sell the wig. Due to the
  fact it is a custom order (literally custom made for her head) I could not return it to my manufacturer so selling it was the only other option. ******* responded to let me know she was going to have her lawyer deal with the situation, I received a simple email from a law firm and responded appropriately.
  
  As of recent, ******* contacted me and I let her know the wig was still not sold and she stated that she now actually wanted the wig, as well asked if I received a certified letter from her lawyer, which I did not receive. During the conversation, ******* agreed to take down the BBB complaint prior to her purchasing the custom wig and paying the remaining balance still owed. She agreed to taking down her BBB complaint and
  mentioned I would be receiving another letter from her lawyer, which as of now, I have not, ** **** ** *** ********* ** *** ** ***** ** ******* **** **
  
  Please feel free to contact me directly for any further concerns regarding this matter.
  Thank you kindly,
  Nicole Dumelie
  ***** ********
  ********************

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