Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered 4 bundles including a closure from luxurysilkhair on December 20th. And they hair still hasnt shipped when on the website it says it takes 3-4 business days it is now December 28th and the hair still hasnt shipped. Ive paid $500 for the hair which is a lot of money that couldve been towards something else.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello, I have placed order with Luxury Silk hair on 12/072024, the merchant states shipment would be within 3 business days. I have contact the merchant about the issue on 12/11/2024 and 12/12/2024 with no response via instagram, emailed three times, and online chat, I have contacted them again on 12/12/2024 online chat which I finally received a response, and the merchant stated they would look into my order which is why I marked the previous case as resolved but now they never responded again. I would like to cancel the complete order. The merchant states all sales are final but this shouldn't be applied due to them not being able to even ship the item as of yet, or even give me a proper update on the order. The merchant is rude and shows no concern for customers! Very rude and dry, no remorse! The merchant has not replied to any of my messages after stating they would look into the order. I wish I would have done my research on this company before ordering, al sales can be final but without something that is not my fault due to shipping or even responses from the company! If there was a delay they have not even once let me know! I can't even track the order on the website, when I go to track It shows a blank page! I have checked emails constantly waiting for a reply or even an update, I would no longer want anything from this company ever again.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been calling and emailing this company about my hair because I felt a little uneasy about the fact that my package hasnt been shipped. I emailed them, DM them on instagram and any place I saw their information on but no response. Im getting extremely frustrated because I spent a lot of money on this and I need it to get here before my hair appointment.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I unintentionally placed an order with the company & immediately sent an email expressing the error, & requesting the order be cancelled . I tried calling the business number, I wrote on the chat on the business page & did not receive a response until 15 hours later stating there are no cancellations & all sales are final. I find it deplorable the tactics that this business is taking to take hard working womens money & wasting their time. There is absolutely no reason as to why this could not be solved in a less invasive manner.

  Business response

  10/01/2024

  Hello,

  Thank you for the opportunity to resolve this matter. We can confirm this order has been fully shipped with DHL Express tracking number
  5378186306. This order was delivered to the customers delivery address on Monday, September 30, 2024 at 1:56 PM. This information was updated via email and to the customers financial Institution. 

  We send all order updates via email 

   

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered hair from this company 7/10/24 the company states items ship in 3 business days.I emailed the company July 17th and July 18th. Dm them on July 19th via IG and July 20th on TikTok and have not heard back from the company. I want a refund

  Business response

  08/02/2024

  Hello,

  Thank you for shopping with us and we apologize for any inconvicnece with your order. Please allow us to provide more infoamriton. Your tracking details were issued to your email associated with your order. *** attempted to deliver your package on 07/29/2024 and were able to, resulting in your package being on hold awaiting pick up from you, the customer. We have sent 2 emails, your tracking number and your missed delivery email. Your tracking number has the location to pick up your package! 

  Your package must be pick up by August 5th, 2024 to avoid the package being damaged out. This information is on your tracking number 

   

  Please let us know if you need further assistance. 

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On December 15, 2023 I ordered some hair from LuxurySilkyHair Co. I ordered 3 bundles and a closure with the lengths 24,26,28 and a 20 closure. On the website it says that their business hours are Monday-Friday and processing is 3 days. So from that, I figured that my package wouldve been shipped between the 20th and the 21st. I emailed the company on the 21st as I had not yet received any update on my order. They responded saying that I would receive shipping information later that day but nothing else was sent to me that day. I emailed them again on the 23rd and again on the 26th and still have not heard back from anyone. I also direct messaged the company via Instagram on the 22nd and they responded by saying that my order had been shipped and fulfilled. Obviously, it couldnt have been because I was not sent any information on my order. Today is the 27th of December and still no update on my order. I would like to be refunded and I would no longer like the product.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello, I made a purchase from this business on December 9th. The purchase was in the amount of $214.99. I was sent a confirmation email for this order and my order number to track the order and my card was charged for the price. In addition, I paid for expedited shipping which on the website guarantees 3-5 days for shipping, however my order has not shipped as of today December 17th and there is not even a shipping label that has been created. I first made contact with the business in regards to this issue on December 15th to inquire about the order and ask for a refund. I also direct messaged the company on its social media page and received no response. I then looked up the companies reviews on various social media platforms and on the BBB site and saw that many others have had issues receiving their order as well. I then tried to leave a comment on the business page inquiring about the order and asking to get in contact with someone on December 17th, however my comment was hidden from view and no one has made contact with me and my order status has still not changed. I have also tried to look the item up on the website using the order number and nothing comes up.Due to the delayed shipping of this item I will not receive it in time for the use I needed it for, and had to make an additional purchase to another business. I would like to be refunded for this purchase in full.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Per the tracking number i was given my product was delivered to ******** after reaching out to fed ex i was told the shipping label stated a name that was not mine along with a ******** address. Upon reaching out to company they stated (as attached below) that i was given the incorrect tracking number and that i would receive the tracking number by the end of the day i have yet to receive anything and have no clue if i really will be receiving anything. This company does not offer refunds but i would like one considering this **************** and inconvenience of not receiving a product or tracking number causing me to have to purchase the same product elsewhere and spend more money.

  Business response

  08/24/2023

  Hello,

  Our warehouse mixed up this order with another customer's order. We explained this to the consumer and provided her the correct tracking details, guaranteeing her order would be delivered by her appointment date. 

  Customer response

  08/25/2023

  I would like to close complaint due to seller refunding me . 20513613

  Sent from ******************************* (****************************)

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, I purchased 3 bundles of 36' in loose deep wave on Dec. 5th and was delivered on Dec 28th.. I took the hair out the pack and noticed it was dry from top to bottom.. no problem a wash will fix it. The hair air dried and was bushy after the brush out.. I contacted the company and they wanted pictures I didn't have any at the moment due to thinking the hair would be soft after the wash and condition ..after me emailing numerous of times and complaining and repeating myself someone finally called me on Jan 12th 2 weeks ago today saying they will email management to see if they can send me new hair or a refund. I have not gotten an email update on this matter. I just want a refund I spent $391 on hair that wasn't sellable the hair is no where near the advertised picture on instagram I just want a refund or I'll file a small claims with the courts because no one should have to spend there hard earned money on something from a company with lack of customer service I have had it with this company and to the girl who think shes helping me with this issue your no better than the company you work for

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11/25/2022 $190 3 Bundle Deal 1B/27 (3 bundles of color weave 16,18,20, Silk Straight) My order was placed on 11/25/022 and the business sent my shipping information the following day 11/26/2022 along with a tracking number******************* . (If your Tracking number hasn't Updated in 2 Days after receiving it, Please reach out to our Customer Service. Most likely it's because the carrier hasn't scanned the package in yet.) The above statement is from the business who I have contacted multiple times, they have gave me the run around also with no answer or response at all. I have an account with ups and I usually receive a notification from ups when a tracking number being made in my name and address. I do not believe the business Luxury Silky Hair has sent the package to UPS. I have been calling the number provided on their website, sending emails and even using the chatting 24/7 system they have and I still no response.

  Business response

  12/14/2022

  Consumer Response /* (-5, 5, 2022/12/06) */ ***Document Attached*** This is proof that the business is lying about sending the item or shipping it at all. Luxury Silky Hair told me yesterday that they sent the wig through UPS and as per UPS that have yet to receive the package. Below are email from Luxury Silky Hair stating that they have shipped the package and then retracting their statement saying that the package is late due to a longer process. Also UPS confirmed that they did not receive the package. Consumer Response /* (2000, 7, 2022/12/12) */ ***Document Attached*** The business Re shipped my package with a new shipping number and I received my order today. Via FedEx

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩