Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have attempted multiple emails, and voicemails. This company is not responding. I shipped back my wig worth $900 within 24 hours after asking my local salon professionals stating they could not fix the wig (in the uploaded picture you will see massive breakage called "returns". This wig looks awful. After reading online reviews, I am very concerned that I have made a huge mistake by trusting this company. Here is the tracking number, it was delivered in their possession. *** ******************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Per the company’s recommendation, I ordered my products with a live consultant. I paid promptly and received a confirmation. About 15 hours later, the item is back ordered according to a stock email. Meanwhile, customer service has not returned my repeated calls. During the second call on May 21, I was placed on hold and told they’d call me back. They haven’t called back. I called twice today during business hours and was unable to leave a message due to a full voicemail box on their end. I’ve sent text messages but only receive the same generic back order email message. At this point, I want a full refund for no products rendered and a lack of reasonable customer service communication. It’s as though the business has disappeared with my money. I don’t want a store credit since their items appear to be on back order. I’ve paid for nothing and deserve a refund. Thank you for your assistance.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  PLEASE LOOK AT OTHER WIG/HAIR TOPPER SHOPS BEFORE PURCHASING FROM LAUREN ASHYTON! I purchased a human hair topper from Lauren Ashyton on March of 2023. The topper cost me over $850, which is a lot of money for me. The person I purchased the topper from is an associate of Lauren Ashyton and lives 2 hours from me so this purchase was all done over text and email. After an appointment to get the topper in March of 2023, I was unhappy with the style, which was cut and styled in a bob before my appointment, after my repeating several times to the stylist that I DO NOT like bob haircuts. I contacted the stylist to get another appointment, which ended up in November of 2023, and did not wear the topper until after the second appointment. During both appointments the stylist gave me instructions on how to care for the topper, which I made sure to follow carefully, after spending that kind of money. In the end of December of 2023, the topper started losing hair on the left side, 6 to 7 strands at a time. I contact Lauren Ashyton but they refused to help me. I didn’t ask for a refund or exchange, just a remedy for the hair loss. They refused to do anything for me and directed me to go back to the associate I purchased the topper from, although I am not sure what she could do about the hair loss.. I then went to my hair stylist to get my own hair cut to match length of the topper. After taking the topper off, she took one look at it and said “the left side of the topper has less hair than the right side.” Then she looked at the underside of the topper and said “there is stitching missing on the mesh piece from the left side of the topper.” The next day, I emailed that information to Lauren Ashyton and mentioned, again, that that I was looking for a remedy for their faulty topper, but again was directed back to my associate. After that email, I sent another email requesting a remedy but was ghosted by both Lauren Ashyton and the associate. Buyer Beware!!

• Initial Complaint

  07/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I recently did my second purchase with the Lauren Ashtyn collection. The first time I ordered was about three years ago, they had less color options, and so my experience with them was that the topper I ordered, did not look like the picture that I thought I was getting. And when I told them I wanted an exchange for the correct one, they said, OK I had to pay for shipping return, and they basically sent me back the same topper. They refused to give a refund even though the color of the topper that I got was not the color as described in the picture on the website. The topper itself was pretty, the hair was in really good condition and it was full. The color was just not right for me, but I went ahead and took it to a wig shop and had her tone the brown and blonde down a little bit to get the brassiness out. It did not work perfectly, but it was good enough, especially for the cost between the topper And the styling I was out $1500. I decided to order from them again despite the not so great customer service of my last purchase, because they have new colors and like I said, the hair itself was great. I really was careful before I ordered . I spoke to somebody and sent them a picture of what I wanted and ask them if they could do that. They replied, yes they could. Basically I received a topper that had not been customized at all. I immediately tried to get a hold of them via multiple Accounts and text messaging. I ended up sending the top or back without hearing from anybody because of the 24 hour rule. I wasn’t even asking for a refund because I know their rule on that, I just wanted them to do what they said they do. They basically made it out to be my own fault for not understanding what they were telling me ,needless to say I now have to take it to my own stylist and pay another few hundred dollars to get what I thought I was paying for. I will never ever ever order from them again, and I will tell everyone I know that they shouldn’t either . Horrible !!!

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was charged $1243.39 for an item I never ordered. I reported the fraud to my CC. The temporary adjustment was reversed. Due to Lauren Ashtyn saying the purchase is legit. Yet they have the product they never shipped the box that was returned to them. I spoke with a rep from the company. If they have the product and I never ordered. Why has the credit not been submitted

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was so excited when I found this company after watching over 20 of their video's and looking at tons of pictures of their toppers for months. I choose them, because the hair looked so real, good quality, color choices were great, and styles they showed on people were awesome. BUT, I did not get at all what I ordered and paid $1250 for. I ordered a full length topper because the bottom of my hair is so very thin. The piece I received has very thin hair at the bottom and even on the sides, so can't even cut much of it off to style for my face or there would be no volume at all at bottom. Plus the top doesn't have as much volume as they show in videos' and for sure does not lay correctly on top of head. Ordered mine 6 months ago, and still unable to wear it. First one I ordered they were out of the color so they said they could dye it for me like the pictures they showed me. NO WAY was it those colors, but instead very dark, with roots that took over the entire top of my head. By time I sent it back, got my one exchange allowed, it was months and I can't even wear this as the color is so bad on me (my fault for ordering the light blonde) and I haven't found one hairdresser who is willing to color human hair wigs. Total waste of money and I am so very disappointed and frustrated as I wasted 6 months of my time on this and soooo much money. Bottom line, these toppers/human hair pieces do not look anything like they show in their live videos' **** ***** 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  2/10/23 Purchased a wig from their website with a 2-3 business shipping advertised. Once purchased they said this wig was on backorder with a new shipment expected in 2-3 weeks. I requested a refund due to the $3,000 price tag. They stated a "no refund policy". I waited 4 weeks, still no product and no updated eta. Again, I requested a refund and again I was given the "no refund policy". Given the fact that they are holding money for a product they don't have and I don't have, this is not acceptable.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company has a policy that you can exchange your order only within a specific time frame which is 24 hours of when UPS delivers it. Well UPS delivered my package after business hours so when I called to exchange in the requested time frame there was no one there to take my call. Also they had I believe 6 options on the menu to choose from for a ordering logistical person, customer care, etc. I was unable to leave a voice mail for any of these individuals as their voice mail boxes were full and not accepting more voicemails. The companies police is 24 hours not 24 working day hours and when you call outside of the m-f 8-5 you cant get anyone. I received my order this evening around 8 and called around 9:30pm

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 24th I drove to ****** **** to meet with the Lauren Ashtyn Salon representatives to find a hair piece as I have lupus and have significant hair loss from the disease. The salon was doing pop-up appointment and this ****** **** salon was 2.5 hours from my home. My hairdresser was suppose to come with me but needed to cx that morning. I was met by a women named Heather who would be my wig/ hairstylist. she had me sign a form I believed was to Ok her to take before and after pics and later found out the form was that there was no return of product. She preceded to cut a long piece to a short length. she showed me a mirror and it the light of the salon I thought it looked ok. I paid 1200 for the hair. I got to my car and in the light of day looked in the mirror and was disappointed. I got home and called my hairdresser and asked if she could help me as I thought it was not fitting my head properly. I had an appt with her the next day. She was appalled by this piece. She said there was nothing she could do and it did not fit my head properly. I took it to a local wig store and they said they same. I have a disabled Vietnam Veteran for a husband so I am the bread winner. I work very hard as a front line employee to save to buy piece and feel very taken advantage of. I called the day after I went to my hairdresser explained that it was too short and too small for my head sent pictures and was told I signed a form saying this was non refundable . I have talked with numerus people from the salon and quite frankly they are rude and condescending. I have called other salons that offer this and was told that my head should have been measured before a piece was given.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  BUYER BEWARE!!! Disappointing product and the customer service was even worse. When my piece came, the color had an unnatural red hue that did not match well the online photos. They suggested I get it professionally cut and color toned. Only once I started this product did we find out that the pieces cannot be lightened. Test strands turned out a weird pink color. They refused to tell me or my stylist how the pieces are processed. Customer service was very difficult to reach. They were nonresponsive and then refused to do a video call after months spent trying to schedule one. Their only suggestions to “meet in the middle” was me buying another piece or flying to another state pay their preferred stylist to work on mine. I left unsatisfied with the hair piece and especially the customer experience.

*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. ↩