Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought alledged raw hair weave from this company. This hair is everything BUT real. Its extremely tangled, it sheds and I have written to the company. I was told to wash it in conditioner. My hairstylist had to basically unmatte this hair.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased Hair extensions from them in June. After installation it immediately became irritating, itchy and burning. The hair also became tangled and bad quality even after following all the product and steps they recommended. I have to remove it after four days because my scalp was so irritated by bad quality item. I contacted them multiple times but they kept on sending me instructions which I followed already for months and sometimes just ignored my emails or calls. This business is scam and need to own what they are doing is wrong. They wasted my time money and scalp health.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on 9/2/2024 for $434.62. The business states to provide quality hair extensions, which they do not. I reached out to the business after having quite a few problems with this hair including: unmanageable frizz and short hairs which makes no sense if this is "raw" hair extensions as they claim. I followed all procedures when it came to managing and caring for their straight extensions as listed on the site, which included: using tresemme conditioner, a flat iron, alcohol free serum, hot comb, and wax stick. I communicated with the company about the hairs still being short after following the steps as directed. The company acknowledged I used the correct products then went on to add another product to add to my hair care routine for the extensions. I followed procedures, only to still have short hairs be a problem following the directions and frizz consistently. I requested a refund in which they stated they do not allow, I then asked for a replacement of the items purchased to be told no again. This is unfair as this business clearly is money hungry and DO NOT provide quality products as promised. I hope that they can issue a refund or provide me with a new closure and two new bundles of the same length as originally purchased.

  Business response

  01/02/2025

  Hello ******,
  
  Thank you for bringing your concerns to our attention. We value our YUMMY Clients and are dedicated to providing exceptional products and experiences. We appreciate the opportunity to clarify the actions taken regarding your order.
  
  Based on the information provided in your claim, we understand that you have experienced some difficulty handling the flyaways on the Raw Cambodian Natural Straight HD Lace Closure and your Raw Cambodian Natural Straight bundles. As we saw that you were a first-time YUMMY client, our representative provided you with detailed hair care tips to tackle the issue that you were experiencing. We clarified that the closure and bundles you received align with the descriptions on our website and meet our quality standards. Raw hair extensions may naturally include some short hairs and require consistent maintenance for optimal results.
  
  While we do not offer refunds or replacements, our policy allows returns within 7 days of delivery if the hair is unused. We provide a hair care card advising clients to co-wash (condition wash) and inspect their bundles upon receipt.  We encourage clients to contact us immediately if there are any concerns about product quality through our Customer Support Line or email. If unsatisfied, clients can contact us for a return for store credit. Since your hair was installed before reaching out, this voided eligibility for a return or exchange, as outlined in our store policy. Additionally it is notated on our website that all lace items are final sale due to their delicate nature. 
  
  As this was your first time purchasing from our company, for the trouble, a store credit was issued to your account for a future purchase, which you used to make an additional purchase of the same product, Raw Cambodian Natural Straight, on November 28, 2024.
  
  We encourage you to continue using the recommended hair care routine to minimize frizz and manage the extensions effectively. Please let us know if you have any further questions or concerns.
  
  Thank you for your patience and understanding. We value your business and hope to continue serving you in the future.
  
  Thank you for choosing YUMMY!
  
  Kind regards,
  Yummy Customer Support Team

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This Complaint is for Yummy Hair extensions. I loved Yummy and the only place I buy hair from . I have bought from Yummy for years . I just got my hair today and it was wet . It smells like perm and the smell so strong my whole room smells like the hair . I just purchased hair from them in March of this year and my hair came in a beautiful satin black box and had just a slight perfumed smell . This Burma Curly hair is horrible . Yummy used to be the best company to buy from . I have an appointment coming up and I dont know what to do? I know hair and it dont matter how much I wash the bundles that smell will not come out . The ends are dry as well .

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Let me first start off saying Ive purchase hair for yummy multiple times and have NEVER had an issue. The particular purchase was made in 11/29/23 of the Raw Cambodian Wavy Elegance 2.0 Weft - 20". There has to be some synthetic fibers in the because its has broken my face and neck out. The hair was washed with the recommended products and professional installed. At this point the hair quality that was advertised was not sent/ inspected properly before sending out. Out of numerous times Ive purchased from Yummy this has never happened before. I have had to consult with my primary **** to find a medication to clear up my skin. Im highly disappointed that yummy has changed up their quality of hair and now Im suffering from an allergic reaction.

  Business response

  06/05/2024

  Hello Dymetria,
  
  Thank you for bringing your concerns to our attention. We value our YUMMY Clients and are dedicated to providing exceptional products and experiences. We appreciate the opportunity to resolve this matter promptly.
  
  We are happy to speak to you further to investigate and resolve the issue you faced with your Raw Cambodian Wavy Elegance 2.0 bundles.
  To best serve you, please contact our customer support team at ******************************************************** to speak to a dedicated representative to help resolve this matter.
  
  Based on the information provided in your claim, we understand that you have experienced an allergic reaction after installing your YUMMY Hair. With the exception of our YUMMY Collection, which is raw hair that has been steam-processed to achieve uniformed curls, YUMMY Extensions provides raw, unprocessed hair with no synthetic fibers mixed into our bundles.
  
  Upon reviewing your account, your order #******, was placed November 26, 2023, and delivered on November 29, 2023. Your BBB Claim was filed on May 26, 2024. As stated in our store policy, we encourage our YUMMY Clients to contact us immediately if there are any discrepancies with the quality of the items you have received by contacting our Customer Support Line or email. We have no record indicating that you have contacted us regarding this order.
  
  Please let us know if you have any further questions or concerns. We are here to help and ensure that you are fully satisfied with your resolution.
  Thank you for your patience and understanding. We value your business and hope to continue serving you in the future.
  
  Thank you for being a YUMMY Girl!
  
  Kind regards,
  The Yummy Team

  Customer response

  06/12/2024

  Yummy has asked if I would email regarding my issue.  At this current time, I have sent an email to their support team and I'm waiting on a response. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # ******. Date: 11/28/23 I am a first time customer of this company and I planned on ordering my hair exclusively from Yummy. I am very disappointed/embarrased. I have been going around BRAGGING about my EXPENSIVE hair only to look a hot mess. The company promises that this is the best hair in the market, how it lasts YEARS, how it can be bleached to the gods. Imagine my face when I had this hair beached my a professional and the hair started melting like plastic. I contacted customer service to let know what was going on. That I had a licensed professional bleach the hair with 20 volume developer for ***** minutes. After I described that this not the product/result, I was told be one the girls at the ****** location that what im experiencing should not be happening. She said it is completely improbable that the virgin/raw hair the should not be behaving like this. She had me send in the pictures of what I was describing. These damned people came back and told me Kindly note, due to the raw nature of the hair the way it takes to dye/bleach may vary depending on the donor, their environment, and their genetic makeup. This is ridiculous. How can you make all these promises and then tell me oh well maybe you just got somebody with bad genes If you cant control the quality of your product, dont make the promises that you do. They went onto say We always recommend strand-testing the hair before applying dye or bleach to a full bundle to see how the hair strands react to the dying or bleaching process. I did. Because thats what your website recommends. Before I bought the hair, I read the instructions fully on how to bleach/take care of the hair. I bought bought the hair product that They recommended and even went further and bought K **************************************** my original phone call and email I said I did this then went on to provided photo and videos. Then they said Typically, the hair must be dyed in phases when taking a dark bundle to an extremely light color. For example, first taking it to light brown, then honey blonde, then trying to achieve a bleach blonde. Each time you lift the hair, you want to allow a few days in between the dying sessions and apply a deep conditioning treatment before and after each session to protect the integrity of the hair strands and prevent damage due to over-processing.I ordered the lightest brown they had available. My stylist lifted them in THREE stages just like they described with k18 AND Olaplex. What more do these people want!?The last thing that they said to me was We are unable to accept a return for these bundles, as they have been chemically altered. We can provide a store credit of *****. This credit does not expire and can be used on sale items.How else was I supposed to find out that they the hair will break/melt when bleached? Seriously, Im so frustrated. This whole thing is so obnoxious and demoralizing. I ordered this expensive hair from this expensive company because it advertises itself as literally the best hair in the industry. They clearly can admit that something went wrong, ON THEIR END which is why they gave me the $80 store credit. But apparently theyre not willing to take full responsibility for the fact that they seem to be falsifying products. Or at the very least given customers, a false impression of their product. If the behavior of your product depends on how the wind blows put that on a banner at the top of your website. Let the whole world know that you will not provide quality assurance. Either way, there is a misrepresentation. $800+ down the drain and these people want to give me $80 to make up for it. Ha! misrepresents. Initially, I just wanted to get the hair replaced, but now I just want full refund.In addition to this Better Business Bureau response, I plan on leaving a ****** review and comments under the instagram if I do not hear back by 4/12/24. I need my money back, please! Attached is everything I gave them. Photos of the hair in the sink, in. my palm, video of the hair. falling apart when touched (and this is just 1 of the 4 bundles) as well as the products my STATE LICENSED PROFESSIONAL hairdresser used.

  Business response

  04/19/2024

  Thank you for bringing your concerns regarding your recent experience with our product to our attention. We apologize for any disappointment or inconvenience this situation has caused you. Our goal is to ensure customer satisfaction, and we regret that your experience did not meet your expectations.
  
  While we strive to deliver high-quality hair products, we recognize that variations in natural raw hair extensions can impact their response to chemical treatments.
  
  Upon further investigation, we are prepared to offer you a refund for your unused items. We will send a separate email with detailed instructions for the return.
  
  We value your feedback and take your concerns seriously. We appreciate your understanding and patience throughout this process.
  
  If you have any further questions or need assistance, please do not hesitate to contact us.
  
  Thank you for allowing us to address your concerns.

  Customer response

  04/21/2024

  I am rejecting this response because:   These people asked me to return to them, unused items. Unused. If I never use them, how would I find out  something is wrong with the product. At this point, I wish I never ordered from this company. Ive never had a company treat me this way. Ive had significantly better service at *****. They clearly stated what is virgin and what is wrong raw so I can act accordingly. And Im sure they wouldnt give me this runaround.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very saddened by the outcome of the two Deep Curly bundles that I purchased during a holiday sale on 12/15/23. The hair did not look that great when I received it in the mail.I got an install on 2.16.24 for my birthday.I have several trips scheduled for my birthday in the coming weeks and I have paid over $700 for hair and installation and want to take the hair out after a week and a half because it looks awful! I clearly was not sold the hair that was advertised on Yummys site. The hair has gotten worse after washing, it ****** up and is very hard to detangle, cowashing and using the type of products that Yummy mentions on their site do not work. I clearly was sold a bad batch of hair or Yummy is selling fraudulent cheap bundles from a shady vendor and marketing them as sale hair. This hair is nappy, hard to manage and looks awful and Im embarrassed to wear it. This has ruined my birthday celebration. I purchased after receiving rave reviews from friends only to be bamboozled!

  Business response

  03/07/2024

  We sincerely apologize for your recent experience with your purchase. The quality of our products is of utmost importance to us, and we are genuinely disheartened to hear that the hair you received did not meet your expectations. We are dedicated to providing high-quality, authentic products to all our customers and are committed to addressing this matter promptly.
  
  As a new customer of *********************************************, it's essential to note that our Deep Curl texture is naturally coarse, has low luster, and requires extra moisture. Textures with these characteristics necessitate special care and maintenance. We understand why you may have encountered these issues and are here to assist you.
  
  Upon receiving your complaint, our team promptly launched an investigation to determine the root cause of the issue you encountered with the hair quality. We extended our ************************ to thoroughly examine and identify the underlying cause of your concerns. This comprehensive procedure involves efforts to restore the hair as closely as possible to its original condition, enabling our haircare specialists to detect any irregularities. Since the hair was straightened, the ************** will assist in restoring the texture to its initial state.
  
  After opting for our ************************ and sending your items, our team will carefully inspect and analyze the hair to identify any issues. Assessments will be documented, and before-and-after images/videos will be emailed to you, outlining our findings. Once the service is complete, your items will be promptly shipped back to you, allowing you to enjoy your revitalized hair again. Additionally, our team will provide you with the care regimen used to revitalize your luxury extensions. We recognize the significance of restoring your extensions to their optimal condition and ensuring your satisfaction with our products.
  
  You mentioned that your travel plans extend until mid-March, and we kindly offered to accommodate the service upon your return. We are more than willing to extend the timeframe required for this service to ensure your complete satisfaction. Please contact us via email at ******************************************************** to initiate your complimentary ************************, and we will provide you with a shipping label to return your items at no cost.
  
  We are excited about the opportunity to rejuvenate your Deep Curl bundles and look forward to hearing back from you.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, I bought Raw Lao hair on 11/25.2023 and wanted to review it on their website. The review section on their website does not allow one to determine the number of stars to give, it is already set to 5 stars and it cannot be changed. This is not right and is misleading to potential buyers I had looked at their website before buying the hair and when I saw 5 stars, I assumed it was good hair. I only read a few reviews but in order to know the real reviews, one would have to read several instead of going with the star rating. I would like Yummy hair extensions (*********************************************************) to change their review page and allow customers to decide the stars to rate them. Thanks *****

  Business response

  02/06/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention.
  
  We sincerely apologize for any inconvenience you experienced with our review system on our website.
  
  We recognize the significance of delivering transparent and precise information to our customers and value your input regarding this matter. Prompt measures were taken to resolve this issue and guarantee that our review page permits customers to select the number of stars they wish to assign. This update has been applied to our website.
  
  We highly value your feedback and support. Should you have any additional questions or concerns, please don't hesitate to contact us directly. Our support team is available via email at ******************************************************** or by phone at **************.
  
  Thank you for your understanding and for giving us the opportunity to rectify this situation.
  
  Kind regards,
  Yummy Extensions Customer Experience Team

  Customer response

  02/15/2024

  I am rejecting this response because:   

  Hello,
   Thank you for contacting the business. The website was updated and I was able to submit my review and select the number of stars. However, my review does not appear on the website. The last reviews I see are on the website are from 12/08/2023. Where are the rest of the reviews from then up to this point? Why is my review not showing?
  
  Thanks 
  *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date - 12/31/24 Delivered - 1/5/24 Install - 1/6/24 Called 2 complain- 1/8/24 My hair was ok at 1st but I noticed that the hair was tangled on the back of my neck. The top looks ok, but underneath it is matted puffy. After complaining they sent me an email, asking for pics, videos, details on how I got it styled, if and what products were used, if i used any chemicals etc. Basically they are trying 2 figure out anyway 2 not be held accountable for their bait and switch tactics. Showing beautiful hair on ig/youtube and tik tok and mailing out a birds nest. I have used their hair in the past and never had this issue so i thought i got a bad batch trying to give them benefit of the doubt. ***** told me that this is the worst texture that they offer and that it takes a lot of manipulation, product and maintenance in order for it to be manageable. She even told me that she does not use the products recommended on their website because they dont work. She told me to use tresemme because thats the only thing that she has found that worked. I explained to her that I did a lot of research before purchasing this hair as n investment and I didnt see anything on their site about the difficult manageability of the hair and i DEFINITELY did not see it mentioned that i could expect the nape of the hair to ****. It has been 4 days now and their resolution is to offer me a store credit for 30% of what i paid so i can buy more hair and put even more $ in their pockets OR I CAN TAKE THE HAIR OUT OF MY HEAD AND SEND IT BACK FOR INSPECTION!! once they complete a review they will send a replacement. Yes, i know, they have to be out of their minds! I just paid to have my hair done & they want me to spend more $$ to get it redone only after they send the replacement hair and Im stuck without my hair done for who knows how long. They do not stand behind their product, give good hair to the bbl models and ************** to the regular ppl who have no voice.

  Business response

  01/16/2024

  Thank you for your feedback. We are committed to providing our clients with an enjoyable customer experience. We regret to hear that we missed this **** this time.
  
  Our records indicate that our team has actively assisted you since your initial report. You shared that you experienced tangling in your nape area. Upon investigation and the images shared, we found that your concerns were due to misaligned expectations of the product purchased and the hair care regimen and products used.
  
  I checked your past orders and found that you typically purchase and enjoy silkier hair textures like our Raw LAO Wavy. The LAO Blow straight (Kinky Straight) you recently ordered is a heavily textured straight texture developed to mimic type 4C hair. This hair texture is porous and prone to tangling without proper moisture and protein.
  
  We followed up by requesting the products you used. We found that you used products with coconut oil and the As I Am Cleansing Creme Conditioner (not recommended for our products), which can be heavy on the hair, cause build-up, and eventually cause the hair in the nape area to tangle. These products combined with sweat and high humidity areas can lead to tangling. Our team provided our recommended hair care regimen and products. This was also included in your package by scanning the ** code. We encouraged you to follow the care regimen, but you strongly decided on a replacement instead. We further explained that a replacement would not solve the root cause if the hair care regimen was not followed. We wish to reassure you that our ultimate goal is to provide resolutions that will aid with long-term solutions.
  
  Our records indicate a replacement was processed and shipped to your address on file on January 12th, ****. This was communicated to you on that day as well.
  
  To complete a replacement, we require a return of the said defective item to be returned for an evaluation in an effort to improve our product offerings and better serve our clients.
  
  Your replacement bundle has been delivered to you, and we look forward to receiving your returned item with the return label provided to you.
  
  
  
  

• Initial Complaint

  12/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The last 2 times I ordered hair the website says they accept Afterpay, but there is no option to select once you checkout. And then they charge your card $300. Thats insane. Why do you advertise a payment option and then dont take it and do that to people. Obviously people are using that option to support your business but may not have the funds like that.

  Business response

  01/02/2024

  We apologize for any difficulties you experienced with AfterPay. This payment option is accessible to our customers on the payment page during checkout when placing an order
  
  There are two ways that AfterPay can be used to complete a YUMMY Extensions purchase.
  
  Option 1: You can make your purchase from our website, www.yummyextensions.com. From the payment page, you can select the "Afterpay" option which will redirect you to their page to complete your payment on their side, and then you're directed back to our website once the order has been placed. Please see screenshot attached.
  
  Option 2: You can also complete your purchase through the Afterpay app or website.
  You can download the Afterpay app on your mobile device or visit their website at ******************************. Enter "YUMMY" in the search bar and select our store. This will redirect you to our YUMMY Extensions website, where you can easily *************** for your desired items. In order to use the Afterpay payment option, you'll need to access their app or website to process your payment installments, as they have their own approval methods.
  
  When you're prepared to proceed to checkout, navigate to the Cart screen and choose the "CHECK OUT" option. In the "Payment option" section, select the 'Pay in installments" option. Follow the prompts on the subsequent screens to finalize your purchase.
  
  We sincerely apologize for the inconvenience you've experienced. It's important to note that AfterPay operates independently as a third party, and unfortunately, we don't have direct control over their system functionalities. We recommend reaching out to the AfterPay team with any specific details or concerns you may have so they can assist you further. You can reach their help center here: ***********************************************

*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. ↩