Complaints

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased 3 sets if hair extensions for a total of $1200. The quality was HORRIBLE. It us frizzy. Dry, like straw. It's disgusting. My hair stylist couldn't belive how poor quality this hair was. She is from ********** and had 2 salons in LA, she knows her stuff. When I called, it took over a week for me to even get ahold of anyone and then it was a joke. The supposed owner tried to tell me how to take care of curly hair, I'm forty three years old with very natural curly hair so I literally laughed out loud. Then proceed to tell me it was my hair stylist fault. No accountability whatsoever. Didn't even offer to make this better. I will never ever use them and hope others stay far far away

  Business response

  05/12/2022

  ******************** was a brand new customer of ours when she made her first purchase on 3/28/22 through our website. We did not receive any complaints or comments from her after her first purchase. On 04/04/2022, she made another purchase for the same type of curly hair. We would assume that she must have loved her first purchase. On 04/22/2022, we received her email complaining about the hair she purchased. We called her immediately, but was not able to reach her and left her a message to call us back. She called after hours. We were going back and forth like we were playing hide &. seek. Finally, we talked to each other. Even though she said she had curly hair for all of her life, after the conversation, I realized that she knew very little about commercial human hair. Commercial human hair is no longer nourished by human scalp and needs proper care, especially for the light color curly hair. 

  We've been selling this hair for the last 20 years and we have so many very happy loyal customers from all over the world. For all these years, we barely have customers complained the quality of our regular hair products. I asked her which set of hair she had experienced problems and her answer was all of them. At that point,  I knew that she was irrational. In our 2 decades of history, customer get 1 batch of bad hair was rare, but got 3 bad hair on one customer at this short period of time was unheard. I didn't think we were going to reach any agreement between us.  Then, I asked her to return the hair unused so that we can exam the hair at their original conditions. As of now, we have not received anything from her other than a complaint from BBB. 

  Customer response

  05/13/2022

   
  Complaint: 17143263
  
  I am rejecting this response because:

  He is blatantly lying. I DO know about commercial hair, this is NOT my first set of curly extensions. I tried and tried to explain to him about me purchasing another set and he REFUSED to accept my explanation.  He was rude, ignorant and extremely unprofessional.  I could not believe what I had experienced from their supposed president of that company.  I do not and can not agree that they haven't had complaints before. This hair is DISGUSTING and I spent **** on junk. 
  
  Sincerely,
  
  ***************************

  Business response

  05/17/2022

  Her irrationality towards the whole matter was out of control through the language she was using, unfortunately. We are still waiting for receiving the evidence of her complaint. As of now, we have not received anything from her other than her verbal abuse of the whole situation that won't get us to anywhere. We have perhaps the most flexible return policies in the industry. https://superhairfactory.com/about-us/return-policy/ and the time is running out.  

  Customer response

  05/17/2022

   
  Complaint: 17143263
  
  I am rejecting this response because:
   He is clearly lying at this point and this has gotten ridiculous,  I am disgusted by this man and his cheap hair. I really had hoped you would be honest about all of this. It truly makes me sad that there are people like you in this world. So very unfortunate 
  Sincerely,
  
  ***************************

*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. ↩