Complaints

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased virgin hair extensions back on January 23, 2024, in the amount of $826.90. The manager told me that the hair should last between 2-3 years. I had an appointment with my stylist the same day. I contacted the location where I purchased the hair from within 1-2 weeks, reporting excessive shedding, there is now even a bald spot where so much hair has come out. Now, from there they continued to go back and forth with me for months without resolution. They are now refusing to refund or replace the hair. The manager informed me yesterday, since I gave them bad reviews on social media, there is nothing she can do to remedy the matter. It sounds retaliatory and if this is not resolved, I will *** and seek damages.

  

  Business response

  05/08/2024

  Dear Sir or Madam: 

  
  Indique Hair LLC has received the BBB complaint.Please find our response below:

  
  Indique is dedicated to providing exceptional customer service and ensuring complete satisfaction for our valued clients. Our commitment is reflected in our comprehensive review of proper hair maintenance and transparent terms and conditions, which we discuss with our clients prior to checkout. Additionally, we provide each client with a hard copy of our hair care guide, terms and conditions, and purchase receipts to enhance their customer experience. We follow up with our clients by phone and email within two weeks of their purchase to ensure their continued satisfaction with our products and services while adhering to our 30-day policy.

  
  On January 23, 2024, **************** visited our Charlotte ******************** after being referred by her long-time stylist and Indique Partner Stylist, *******************. Our Boutique Manager provided her with a full consultation and discussed which hair would be best suited for her. **************** selected the Pure Wavy 2 Piece Bundle Deal + Closure: ***** + 16 Closure. Per our standard protocol, our Boutique Manager followed up with **************** within two weeks of her purchase. During the follow-up call, **************** did not express any concerns and discussed possibly having a wig unit made. After our conversation, we were satisfied that **************** was happy with her purchase, and there was no further contact.
  On March 5, 2024, **************** contacted our client care team, and we attempted to assist her. Unfortunately, she did not respond to our request for photos of the product she was concerned about. On March 20, 2024, **************** posted a Yelp review stating that she had been expressing her concerns since January. However, we have only a record of **************** contacting us on March 5, 2024.

  
  When our Boutique Manager received ********************** review, she contacted her to discuss her concerns. We determined it was a hair care issue that could be resolved at home. Our Boutique Manager reviewed our hair care guide and provided product recommendations to ****************, encouraging her to contact us if she still had concerns after following our suggestions. **************** attempted to reach us during the ********************'s lunch hour on April 26, 2024. Our Boutique Manager returned ****************' call but could not reach her, so she left a voicemail. 

  
  We have made several attempts to help **************** with her concerns;unfortunately, our efforts were met with hostility. **************** is no longer eligible for a refund or return under our 30-day defective policy, which we reviewed with her on January 26, 2024. This policy is clearly outlined in our terms and conditions, displayed in our ********************, and verbally reviewed with our clients before checkout. Additionally, we provide a hard copy of our terms and conditions with every purchase for our clients' reference.
  Thank you for your attention to this matter: 

  Customer response

  05/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER HISTORY OrderDatePayment statusFulfillment statusTotal #*****February 15, 2024Partially refundedFulfilled$211.19 ACCOUNT DETAILS ********************************* ********************************* ************************************************************************************************* *********** is stating they gave me a partial refund on the pony tail hair piece I returned in perfect shape. I never used this hairpiece at all. No tags were removed and it was returned in original packaging and I returned the item within days of receiving it. The item advertised was not at all what I received so I requested an immediate refund on their website. They state they gave me a partial refund but they have not given me any refund at all. And I am entitled to a full refund on the hair piece. Where did they send the refund to and on what debit/credit card did they refund the monies to.? And when was it sent? I need some immediate answers.

  

  Business response

  03/11/2024

  Hello:
  We are writing in response to a complaint made to the BBB regarding the refund of Order 93442. We would be more than happy to clarify the confusion on this matter. Please be kindly advised that you were refunded in full for the item in which you returned - (1) Remix Curly Ponytail Hair Extension 12". The total refund amount for this item was $171.72, which includes tax. It was refunded to the original form of payment on February 15th. The original form of payment being the Mastercard ending in 5284, processed using Shop Pay. Therefore, Shop Pay should have iniated the refund to your card. Your refund should have taken approximately 3-5 business days to reflect in your account depending on your financial institution.
  

  The difference of $39.47 which was not refunded consists of the following charges: 3 Day Shipping Cost ($20), and Route Package Protection ($3.55 plus tax). As these are services rendered, they are not applicable for a refund. 
  

  Additionally, the Design Essentials Sleek Edge Control ($13 plus tax) was on this order as well. It was not returned to us as ********* is not applicable for returns. Hopefully the breakdown of these costs clarifies any confusion you may have experienced, and confirms the validity of the refund you were issued.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Indique Hair LLC offers a diverse range of high-quality hair extension products that have gained recognition in the industry. Their hair extensions are made from 100% human hair, known for its authenticity and natural appearance. We appreciate the variety of options available, including weaves, wigs, and accessories, allowing them to achieve our desired look effortlessly. Indique Hair's commitment to sourcing hair from reputable origins like ***** contributes to their products' overall quality and durability.

  

  Business response

  07/18/2023

  Hello : 

  We have received a complaint from BBB however we do not have a client by this name. We will need additional details to look into this complaint further. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business sells hair products including hair extensions. The business advertises the hair extensions as able to be color processed. The business has several photos advertising hair extensions that have been color processed, including stating on their ******** page that the hair "colors beautifully." I purchased hair extensions that were color processed and the extensions were completely defective and matted immediately. I provided the business with photos of the matted and defective hair, and they stated that the hair was not covered under their quality assurance policy because it had been color processed. They also stated that color processing makes the hair defective in most cases. They stated this even though they advertise the hair as being colorable. Notwithstanding the policy, the business is falsely advertising its extensions and then refusing to stand by the quality of the defective hair. If the business believes that color processing causes the hair to be defective, then they should not be stating that the hair "colors beautifully." This is a deceptive and unfair business practice. The business refunded half of my order but refused to refund the other half, even though the entire order was defective. I stated that I would accept the refund but retained my rights to raise a complaint in another forum. The business stated that they would test the hair and if they didn't see any issues, they would not refund anything. Knowing that they are misrepresenting the hair in advertisements and online, I did not trust the business to stand by the product and felt my only option was to accept the refund for half of the other (while retaining my right to raise a concern in another forum). I did not accept the refund as resolution in full because I felt the issue needed to be reported.

  Customer response

  02/24/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  02/24/2023

  Dear Sir or Madam:
  
  We received your letter dated February 14,2023, regarding ********************************* complaint. ****************** purchased on November 19, 2022 two bundles of our Bounce Coil Curl 18. On December 14, 2022 ***************** reached out to our client care department with concerns about matting.****************** provided pictures to show what she had been experiencing, she also provided information on how the bundles were installed and handled. As explained by ****************** during the installation process, the wefts were cut and sewn through.Manipulating the weft like this can cause the hair to react and jeopardize the integrity of the product.  In addition, ****************** like many of our client colored her bundles. Coloring our extensions is a common practice and we encourage our clients to color their hair to achieve the look they want. ****************** claims that coloring the hair caused her hair to mat is inaccurate.The matting ****************** experienced was likely due to an installation issue as it was in just one area and not all over.
  
  Although this likely was a user error and not product defect based on the photos and details provided, we strive to provide each of our clients with a fair resolution. We explained to ****************** that we would refund her for one bundle and if she would like she could send in the second for testing. If the second bundle was to be found to be faulty, we would provide ****************** with either a refund or replacement. We feel that we provided ****************** with a reasonable solution, and we are sorry that ***************** does not feel the same.
  

  Customer response

  02/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Unfortunately the response demonstrates exactly why the businesss statements are unworthy of credence. First, I never once said that I sewed through the wefts. I specially stated that I did not, and frankly, Im not even sure what that means. Second, a weft has absolutely nothing to do with the quality of hair; it is simply how the hair is held together. The weft would not cause hair to **** in the extreme way that the products the company sold me ****ed. It simply does not make sense. Third, the company first told me that coloring the hair caused the issue, but then I sent their own advertisements showing the hair was colored and made the point that it was false advertising. Now, the company is saying for the first time that coloring the hair is encouraged. Finally, because of the irrefutable lies that the company maintains, there was no reason to believe that the company would be truthful in its quality assessment of what they are now continuously calling user error. To be clear, there is no user error that would cause hair to **** in the way this hair ****ed. The hair quality is completely separate from anything related to the weft. I have an expectation that companies I do business with are honest and trustworthy, which most people expect. The shifting reasons and misrepresentations this company makes show very clearly that they do not and cannot meet this expectation. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  02/28/2023

  We strive to provide each of our clients with a fair resolution, which we feel we have provided ****************** by partially refunding her purchase and offering to have her second bundle sent in for testing. As we stated previously if the second bundle was to be found defective we would offer her a refund or replacement. We are sorry that ****************** will not accept our solution. 

  Customer response

  03/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This was not the solution offered to me. If this is the solution now being offered (to send back the second bundle for testing), I would happily do that. Please let me know how to do so. Thanks

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 1,2022 online purchase wig, totaling ******. watching this product 2 yrs. Years prior I visited store purchased ****. **************** merchandise was great! I still have the hair. Once received tried on very small, description measure 20 inch circumference I'm 19 w/ fine hair. Photo on advertisement show girl wearing wig ( I thought) hair down shoulder passing breast! wavy dark in color!covering hair line On me barely pass my shoulders Im 53 150 lbs! Cap small! Hair light ***** coil like curls stretch to measure less than 18nothing like the description or photo. Emailed , returned, they received. I received email saying wig will be returned! No refund hair was worn. Once no response for approximately 2 weeks I emailed how they never tried to apologize or make it right! It was never returned to me, requested tracking number. no tracking number sent countless emails no response by indique. Called owner no return call. No refund or wig

  

  Business response

  05/26/2022

  Dear Sir or Madam:
  
  We received your letter dated May 19, 2022, regarding ************************* recent purchase.  On March 11, 2022 ************************ wife purchased one of our Pure Curly Lace Front Wigs via our website indiquehair.com. Mr. ***** ********************** received their order on March 16, 2022.
  
  On April 4, 2022 ********************** contact our client care team in regards to his wifes purchase. He expressed concerns about the curl pattern and size of the wig. He inquired about returning the wig for a refund. Although, our policy states that a wig must be returned within 7 calendar days we made an exception and agreed to the accept the return. At that time, we also informed ********************** that the wig must be in its original condition (ie lace intact, odor free, tags attached). ********************* stated that the wig was in fact in its original condition and his wife only tried it on for size. We proceeded with the return and issued a pre-paid *** label for ********************** to send back the wig.
  
  On April 7, 2022, our *********** team received an email from our ***************** team regarding ********************** return. Our QA team noted that the wig was not in its original condition, the lace had been cut, the tags missing, and wig smelled of cigarette smoke.  It was clear the wig had been in fact worn and it was not in its original condition like ********************** stated. We reached to ********************** to inform him that we would not be able to accept his return and would be sending it back to him. ********************** became ***et by this and proceeded to threaten our client care team.
  
  The wig was shipped out on April 8, 2022 (1Z665F4W0364035840) and was delivered on April 11, 2022. ********************** reached out to our *********** Team again and claimed that he did not receive the package. At that time, we contacted *** to start an investigation on the package. *** proceeded with their investigation and confirmed the package had been delivered. Please find attached *** findings.
  
  We are very sorry that ********************** is unhappy with his purchase however we can not accept used merchandise. ********************** claim that he did not receive the return shipment is untrue which is proven by ***. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Indique Hair, LLC advertised hair extensions that were very natural and curly. I purchased two bundles of hair extensions in April 2022. After the first day, the hair was extremely matted and shredded. I contacted Imdique and was offered an exchange for one bundle, but both were tangled and matted. After receiving the replacement bundle, it too was matted even more than the first. My hair is now completely matted and shedding everywhere. They refuse to offer a refund for their product and asked that it be sent in for testing. This has caused a huge inconvenience as I had a trip to ******, which I wasn't able to attend any events because my hair was in such poor condition. This hair does not look or feel like human hair and I will be filing a small claims lawsuit against them.

  

  Business response

  05/13/2022

  Dear Sir or Madam:
  
  We received your letter dated May 9, 2022, regarding Ameara ******. On March 6th and March 17th of this year **************** made two purchases. Her first purchase was for 1 bundle of 18 human hair extensions and her second purchase was for 1 bundle of 20Human Hair Extensions. **************** made both purchases on our website indiquehair.com.  
  
  On April 12, 2022, **************** emailed ******************************* with concerns regarding her latest purchase of Pure Curly. Our client care team assisted *************** with her concerns and made an exception for **************** and offered a replacement for 1 bundle of 20 Human Hair Extensions. **************** reached out to our client care team again on April 25th stating the replacement bundle we provided was causing her issues as well. The client care team attempted to troubleshoot her concerns and explained to **************** at this point we would need to receive the hair back for our ***************** team to examine the piece in question. Also,at this time we offered **************** a 20% discount off a future purchase if she did not want to have the hair tested. **************** stated that she would be sending in the bundle for test however as of today we have not received her return package.
  
  We strive to provide the best customer experience and product available. When any of our clients have an issue with one of our products, we do our best resolve it promptly and fairly.  We feel that we provided **************** with a fair resolution by first replacing the 1 Bundle of 20 Human Hair Extensions, shipping out with Next Day Shipping (no cost to her). However, since  **************** came back to us stating she was having issues with the replacement we do need to see the bundle in question to verify if it is a user error or product error. If the hair was found to be defective by our ***************** Team we would have been happy to issue a refund for the bundle in question. In addition, we also offer a 20% discount off a future purchase if she did not want to send the hair back for testing. 

  
  We are very sorry that **************** is unhappy with her purchase and felt our resolution is unfair

*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. ↩