Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My package came missing 2 bundles of hair I paid almost 400 dollars adding insurance. Insurance only covers lost packages and suggested I reach out to go naked hair service department. Reach out to them they basically said since the 3rd party insurance denied my claim theres nothing they can do so im stuck with one bundle of 28 inch hair for 392 no invoice nothing I also filed a report to the police and they are still not trying to assist me

  Business response

  01/19/2024

  We are ver sorry for your experience with this delivery. After a through review of our inventory and shipping photos we were able to confirm that your order was shipped correctly with all items included. Unfortunately, it is possible that your package was tampered with between leaving our facility and being delivered to you resulting in the missing bundles you inquired about. Because we are unable to see the claim you filed with Route Package Protection we are unsure why the claim was denied. Unfortunately once a claim is denied we are unable to file a new one on your behalf. It is very unfortunate but we are unable to take responsibility for theft that occurs once a package leaves our facility as this is why we offer the insurance. Please let us know if you have any questions.

  
  

  Customer response

  01/19/2024

  I purchased route insurance and provided and emailed as to why my claim was denied so how do i proceed because your saying at first i didnt have insurance and the insurance is stating your aware they dont assist with missing packages whats the point of insurance 

  Business response

  01/31/2024

  Hi,

  We apologize for the confusion. We are aware you purchased insurance with your order and typically we would expect a claim such as yours to be covered as a damaged/stolen package. Unfortunately we do not have access to the claim details you filed with Route prior to reaching out to us and it is at Route's discretion to determine if a package is covered or not and once denied we cannot over turn their decision. 

  
  

  Customer response

  01/31/2024

   
  Complaint: 21131047
  
  I am rejecting this response because 
  I was finally issued a refund after I followed up do to my unsatisfaction with the decision not to honor my lost product please do better and get on one accord
  Sincerely,
  
  *************************

  Business response

  01/31/2024

  Hi,

  Please keep in mind that Route Package Protection and GoNaked Hair are separate entities. We are glad to hear that Route reconsidered your claim as the order should have been covered initially. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company for a unit. I placed the order on July 10, 2022. The order number given to me on the website was order number ***** My bank account was immediately charged $223.99 Two days later when I went on the website to check the status of my order, the website told me I had no order history at all!It had no record of my order even though it gave me an order number. They promptly took $223.99 out of my account. Yet, they have no record of my order! There is no phone number to call. I have left numerous messages the other website and I dont have a reply or a response. I am furious!This company is fraudulent! And I will be filing charges.

  Business response

  07/20/2022

  Hi,

  We have attached an email exchange we have with you where we confirmed your order #, Shipping address, Delivery, and the alternate email address used to place the order. When your order was placed you used an email address that was not associated with your existing customer account which is why you were unable to review the order when you logged back into the site. We apologize for the confusion but we assure you we are not a fraudulent company. 

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to purchase a wig from this company, before I purchased the wig I wanted to make sure the hair could be bleached. I reached out to customer service and was told, yes it can be bleached. I purchased the wig, and bleached it. The wig is falling apart. All it does is shed hair, which makes it unwearable. I reached out to the company on their website and 2 different social network platforms. They engaged in a few messages back and forth, then they stopped replying to me and were ignoring my messages. I find this to be very unprofessional and definitely not good customer service, as well as they mislead me in purchasing a product. I just want my money back or they can replace the product that I purchased. I have screen shots of the few messages that were exchanged if needed.

  Business response

  04/07/2022

  The customer was instructed that it can be lifted to a honey blonde, not bleach blonde. If not done properly, this can cause excessive shedding. We also responded to the customer on multiple occasions as she kept claiming she was not receiving the email. This was forwarded to her multiple times, which also shows on our end that it was opened and seen by the consumer. We were also made aware that she was contacting our social media page that does not handle customer support. All of our service tickets are addressed on our service email. Messaging two platforms can cause a delay in the process of communication. In short, we are unable to replace an altered product due to the fact that it goes outside of our return policy.

  Customer response

  04/07/2022

   
  Complaint: 16974966
  
  I am rejecting this response because: 

  I was asked if i dyed the Root of the hair, which could cause shedding damage. I informed the company that I didnt dye the roots, it was ombr (which means you dont dye the roots of the hair to give it a grown out look). I also informed them that I didnt mind sending them a picture of the wig. They never acknowledge that. I told them I never got an email they sent to my other email address that they requested from me. 
  
  Sincerely,
  
  *********************

  Business response

  05/11/2022

  Unfortunately, as we are not physically there to see exactly what was done to the hair, there is not much we can do on our part. If the shedding was not caused by the bleaching, other factors ***************. If maintenance and installation is not properly processed, this can also be the cause of the issue the customer is experiencing. As the hair does not fit our returns policy, we are not able to process the customer's request.

*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. ↩