Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a wig through this boutique and I believe the wrong wig was ordered. It was too big and it was the wrong color, it did not fit right at all. I spoke to the company and explained I did not like it and the owner shut the door in my face. The owner said the *** is now considered used and refuses to help me in any way. I paid $258 for the wig and I would like either my money back or a replacement wig.

  Business response

  11/13/2024

  My name is ***** *****, owner of Roberta's Lovely Ladies Boutique in *****, ***  On June 14, 2024, ***** ******* came into my shop and stated she wanted a wig that looked natural and her hair color.  I had a wig in my shop that was almost identical to her hair and her hair color but it was for another order for another lady.   After trying this wig on her, the gentleman she was with looked at it and approved and so she paid and ordered the wig that day.  I ordered her the exact wig and the exact color of the one she tried on that day after she approved and paid to order it.  I called her when it came in and she brought a friend with her when she came to pick up the wig and both of them approved of the color and style and her friend made the comment "It looks just like your hair."  She then took the wig out of my shop and came back three different times after that trying to get me to return the wig that it wasn't the right color and she didn't like the wig.  I explained to her that it was my policy, (in which she already knew) that once a wig leaves my shop, I do not return it due to sanitary reasons.  I do not sell used wigs and cannot send it back to the company once it leaves my shop.  She kept trying to argue with me about this and she followed me back to my office in which I shut the door.  I did not slam the door in her face as she insinuated.  She even went as far as calling the wig company and complained to them about me, trying to get them to return the wig as well.  They in turn contacted me and as I explained to them what happened, they evidently sent her a response letter stating that they also could not return the wig due to my policy posted in my shop of not returning wigs once they leave my shop.  I have spent hours on this and it has definitely been a hardship.  She kept insisting and has been very disruptive and unrelenting, using all kinds of tactics to try and get me to give her her money back.  At this point, she still has the wig in her possession.  So according to her dispute she is evidently okay with keeping the purchase she made from me as well as getting a refund on her card.  This is so not right.

  I am faxing a copy of her receipt showing her payment on June 14th  along with a copy of my sign in my wig room that states my policy.

  I have very high standards here at my boutique and 99.9% of my ladies are very happy with my service to them.  I have a great reputation throughout the community and am not allowing this to tarnish or discredit the great service I provide to all the ladies whom I encounter.

  Thank you for listening to my side of this dispute, and I am believing there to be a resolve to this situation that is just.

  Customer response

  11/26/2024

  My name is ***** *******.  I received a letter from you about the complaint I had with ***** *****.  She states the wig she ordered was the same color of my hair.  It is not and I can prove it.  She says the wig was not sanitary because I wore it home.  She also said the wig she had in her store was for another woman.  She put that wig on my head.  Like she said that belonged to someone else.  Wouldn't that wig be considered unsanitary.  She says since I still have the wig in my possession.  I'm satisfied.  That is wrong.  I did not get a refund on my card either.  I know of another woman that has the same problem.  She claims she has a rating 99.9%.  That lie.  I hope you can see my side of the story.  

  Business response

  12/10/2024

  As I have previously sent all the information and statement regarding this situation which stands to be true and factual and will not be repeated here, however, I will address the current statement presented from ***** *******.  She states she believes I ordered the wrong color.  This is false, I ordered the same color as the one she tried on in my shop  in which she approved of.  As far as her saying the wig she tried on in my shop that day was not sanitary, I always, cover the ladies head with a wig cap due to sanitary reasons and voice to them as well when they try my wigs on in my shop.  This is my standard procedure just to try the wigs on, so what she said was false.  The reason I don't return a wig when it leaves my shop due to sanitary reasons is because I do not know what kind of environment such as smoking, etc. it would go to and I am not going to sell a wig for new after it has gone out of my shop period.  I don't know how much clearer I can say this.  If ***** would have not taken the wig I ordered for her that day and wanted her money back then, it would have been given back to here minus the $20.00 restocking fee along with a fee for shipping it back to the company, however, she approved of the wig (as well as her friend that was with her) and left with the wig out of my shop.  As far as another woman with the same issue, I have not heard from any other ladies with this issue.  I have had ladies ask about returning a wig they had purchased and removed from my shop but when I tell them it is not returnable once it leaves the shop, I have not had them question it.  ***** has called the wig company on me, ***** has called my credit card company trying to receive payment, ***** has contacted the BBB trying to keep this going and I am not spending anymore of my time on this particular situation when I have done nothing other than have followed my protocol here at my shop.  I have spent too much time and energy on this and she has jeopardized her chances of ever being serviced here again due to her persistence of this matter.  I have followed my protocol and 99.9% of my ladies are happy that I hold such a high standard because they know they are getting excellent service and products.

*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. ↩