Complaints

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1 made 1 purchases on 11/09 totaling to $705 for 3 packs of hair and closure The hair was not consistent and was not the quality the company was advertising as. After reaching out to the company numerous times no one has been in contact with me to resolve the issues with my order. This was my first time purchasing from Yummy and was looking for to having a new option for quality hair, however after having it installed Im extremely disappointed. The hair is extremely dry and sheds way more than expected. The texture and curl pattern overall look unpolished and lacking in general. Its stated online that this hair can last 5 years but after having it installed for less than 2 weeks I had to remove the hair due to its poor quality and excessive shedding. I bought and used the recommendation products from your site I purchased the tressemee rich moisture and the tressemee for curls as well as pillow soft curls and **** in a few hours is goes back dry it doesnt hold curl. I expected a lot more based on the reviews on your site. I expected honesty and integrity when made my purchase in store. Once again Im extremely disappointed in my experience as I was looking for to a new option for premium hair for myself. I end up calling the yummy ************* in tx since Bklyn can never answer and told theres nothing they can do

  Business response

  12/08/2023

  Hello ********,
  
  Thank you for choosing Yummy Extensions. We appreciate your recent purchase, and we sincerely apologize for any inconvenience you've experienced in reaching us.
  
  We understand that you encountered difficulty getting in touch via phone, and we regret any frustration this may have caused. Due to the unprecedented volume of orders and inquiries, we temporarily disabled our customer service phone line. To streamline communication, we urged customers to contact us via email at ********************************************************.
  
  We received your message on 12/6 and promptly sent a response requesting additional information to assist you better. Yesterday, I also attempted to reach you by phone to discuss your inquiry further.
  
  We kindly ask you to respond to the email we sent on 12/6 to expedite the resolution process. Please include pictures, videos, and additional details to help us better understand and address your concerns.
  
  We value your satisfaction and are committed to promptly resolving this matter. If you have any further questions or need immediate assistance, please do not hesitate to reach out to us.
  
  Thank you for your understanding, and we look forward to assisting you further.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made 2 purchases on 9/8 and 9/15 totaling to $527.51 for 3 packs of hair. The hair was not consistent and was not the quality the company was advertising as. After reaching out to the company numerous times no one has been in contact with me to resolve the issues with my order. m reaching out after recently purchasing 3 bundles of the ***** curl hair from your site. This was my first time ordering from Yummy and as a stylist I was looking forward to having a new option for quality hair to offer my clients however after receiving the hair and having it installed Im extremely disappointed. The hair is extremely dry and sheds way more than expected. The ********************************************************** color texture and curl pattern from the 18 and 20 bundles making the overall look unpolished and lacking in general. Its stated online that this hair can last 5 years but after having it installed for less than 2 weeks I had to remove the hair due to its poor quality and excessive shedding. I personally use amika products on my hair but based on the recommendations from your site I purchased the tressemee rich moisture and the tressemee for curls as well as pillow soft curls. If the hair isnt soaked on conditioner its dry and frizzy. I expected a lot more based on the reviews on your site but after seeing my negative review wasnt posted I can see that those reviews are not an accurate representation of the hair that yummy is selling. As a stylist I myself as well as my clients expect honesty and integrity when dealing with vendors. Once again Im extremely disappointed in my experience as I was looking for to a new option for premium hair for myself as well as my clients.This is a copy of the original email sent to the company regarding my issue with the order.

  Business response

  10/16/2023

  Hello **************,

  I regret to hear about your concerns with your purchases and I apologize for the delay in our responses.
  
  You emailed us on 10/3 and then again on 10/6. Your emails were responded to on 10/9, and we appreciate *********** and the photos/videos you sent over to us for us to review and assess closely.
  
  As stated on our website, Raw hair will vary from donor to donor. So, the curl pattern, tone and texture will be different in each of our bundles. We can't guarantee a match but our team will do their best to accommodate a match for bundles purchased at the same time.
  
  You initially purchased the Raw ***** Curly texture in 20" and 18" on 9/8. On 9/16, you purchased a Raw ***** curly bundle in 16". According to the policy we specify on our website, all bundles are recommended to be purchased at the same time so that our team can attempt to match all bundles in a single order. We're unable to match bundles placed at different intervals as we're not able to see the type of product that was sent previously.

  We include the following in our product description on our website: CURLS WILL VARY FROM A LOOSE CURL TO A TIGHTER CURL. DUE TO THE NATURE OF THIS HAIR, WE CAN NOT GUARANTEE THE EXACT CURL PATTERN THAT YOU WILL RECEIVE.
  We also provide Hair Expert Notes, which state: Due to the raw nature of our hair, the wave pattern and color tone may vary from bundle to bundle. We suggest purchasing your complete set in one transaction to ensure consistency and adding order notes at checkout. Order notes are not guaranteed, however, our fulfillment processors will do their very best to accommodate your request(s).
  
  Per our records, we didn't receive a request for an exchange to try to match your bundles before installation.
  
  We would love to resolve your concerns. Please look out for correspondence from our Customer Experience Manager for further details.

  Customer response

  10/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been a loyal customer to ******************************************* for years. They normally have high quality hair extensions. The last 3 orders I e ordered from them have not lasted and shedded tremendously, ESPECIALLY the frontal(didnt even last for 2weeks, I actually had to sew tracks onto the frontal because it shedded so much the first week). The first of the three orders was a hair pattern I never order before called soft kinks, so I figured well maybe its the different hair texture Im not really used to. So, i used my Cambodian curly wave hair I purchased prior but never open the package(I had it about 2 months before I installed it. The frontal again lasted 2 weeks barely. So, I ordered another frontal of Cambodian curly wave, I installed it last week and 7 days into wearing it, its balding. Its shedding terribly as well as the bundle hair! Im a licensed cosmetology and I know how to care for hair extensions. Ive been wearing high quality hair extensions for 18 years. I sent a email to them from their website today. I havent heard back from them, Im not sure if I will. I believe they must have a new hair supplier because their products never did this before and Ive been a loyal customer for years. I would like either to receive better quality hair to replace what I purchased or a refund. Yummy hair extensions are expensive and should last longer than a couple weeks!

  Business response

  09/07/2023

  At Yummy Extensions it is always our priority that our clients concerns are heard and addressed in a timely manner. We recognize that at times we do fall short but are always ready and eager to assist in resolving our clients claims. 

  **********************, you reached out to our customer experience team on 8/22 with concerns of your install. At the time of the initial message, no images were attached to the email sent.
  

  Shortly after a claim was filed with BBB, along with images attached of her concern within 24 hours.
  
  We deeply apologize for what you are experiencing and understand how frustrating it can be to be unhappy with your hair. Upon review of the images, we can determine that your concerns may stem from chemical manipulation to the product. This does create balding and decreases the lifespan of the product.

  We acknowledge that you have been a customer for a long time with us, and we appreciate your continued support.
  We do look forward to resolving this matter for you and have attempted to contact for immediate resolve. We are currently awaiting a response so that we can serve in whatever capacity we are able to. 

  Thank you for being a Yummy Girl and we are truly appreciative of your continued support.

  We are excited and ready to assist you. 

   

  Kind Regards 

  Yummy Customer Support Team

  Customer response

  09/07/2023

  Im referring to 3 frontals Ive purchased and have always treated and processed the hair. In the past I even colored bundles with a double process and my frontals have never bald. But, the frontals recently that I so called process was not a double process but deposit semi/Demi permanent color, which means it DOES NOT left, ONLY DEPOSITS. Which not not cause and damage to the hair or lace. ******* to level 3 semi/ Demi hair color on all frontals will not and should not cause that kind of shedding and balding. I am a professional hair stylist and Ive worn frontals for 18 years. I know how to care for me hair especially when its pricey hair. I had to sew in hair onto the frontal to cover the bald spotthe hair I used was violet hair from bundles I purchased previously, Im not sure if youre referring to that being process. I will attach a picture shoeing the violet hair sew onto the frontal for proof. Even prior to the install at hand, the soft links frontal and hair shedded tremendously, which made me order the Cambodian Curly wave, thinking the looser curl would shed less. I was terribly wrong!!! Please just do right by a long time faithful customer. 

  Business response

  10/02/2023

  **********************, thank you for your loyalty and support throughout the years. We greatly appreciate and value the partnership we've been able to cultivate since 2020.
  
  We also thank you for taking the time to send your product back to us so that our experts can take a closer look at the product you received.
  
  Based on the email you'll be receiving from our internal haircare experts, the concerns you mentioned about your item may have been a result of the chemical manipulation of this specific product.
  
  Our records indicate that one return item was received by our ******************* This item will be assessed and you will receive a full detailed follow-up including our findings.
  
  Due to the delicate nature of lace products, we recommend proceeding with extreme caution when bleaching or coloring these specific items. These items will need more supervision during the bleaching process to prevent over-processing. When applying bleach, the knots will weaken the hair and cause it to unravel over time. If knots are over-processed, significant amounts of shedding may occur as the knots have dissolved from the lace.
  
  As a courtesy, a replacement is being processed for the returned item. This will be our final resolution for all items you brought to our attention.
  
  We regret we were not able to provide this resolution in a more timely manner. Again, we thank you for being a loyal YUMMY girl.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 11,2023 Purchased 4 bundles of the raw ocean wave and the money was pulled from my accounts, 838.00$.All of a sudden I received an email from yummy extensions stating they could not verify my payment and they need a picture of my Drivers license and picture of my credit card along with the first two pages of my bank statement of my address on my license is different from my billing address. I called my bank immediately and they informed me to not give yummy extensions any of my information and that they in fact pulled the payment from my card. Navy Federal states Yummy extensions asking for this detailed information from me is definitely a scam and immediately turned off my debit card. Something like this is a huge issue. You do not need my personal information for me to purchase hair extensions.

  Business response

  07/28/2023

  Hello,

  
  We are apologetic for any poor experience that was had with us and want to reassure you that we are not operating a scam. Unfortunately, your order was flagged as "Potential Fraud" by our system. When we receive those alerts, to avoid any fraudulent charges, we require verification of the person who is completing the purchase, and verification that the user of the payment has been authorized to do so.
  

  Our policy does state:
  "As soon as you place an order online, your credit card will be charged. Credit card fraud and theft of our merchandise will be lead to prosecution to the fullest extent of the law. Yummy Hair Extensions reserves the right to request additional payment and shipping verification after an order is submitted."
  

  Once you stated that you were uncomfortable with sending the needed information, you were refunded within 48hrs.
  We truly apologize that the experience left you uneasy, that is never our intention for any of our clients. As stated in the email that was sent to you,"please note that your information is kept completely confidential and will not be shared or stored," and we do mean that. Ensuring that your purchase in protected is incredibly important to us.

  Again, we apologize for this experience and hope that you consider purchasing again in the future.
  

  Yummy Customer Experience Team

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my hair extensions on May 14, 2023 and it was delivered on May 19, 2023. My beautician installed the hair on May 23 *************************************************************************************************************************** loyal customer for years, but this last purchase the bundles felt different and shedding I emailed yummy extensions and they were telling me how to maintain the bundles. I told them that Ive always done the same routine since I have been a faithful customer. I also explain to them that I did not turn my extensions into a wig unit , but they are not listening. They will not give me my money back because of the no money back policy but I am breaking out from their products. *** never complained before, so it must be a new company that they are getting their hair from. Also, I was told that since his raw hair the bundles vary but they should be more cautious in selling hair that can cause rashes and etc..Order#******

  Business response

  06/30/2023

  We recently received your complaint filed with the Better Business Bureau regarding an allergic reaction you experienced after wearing our hair extensions. We take customer concerns seriously and appreciate the opportunity to address this matter.

  
  We want to extend our sincerest apologies for the experience thus far and as always we are dedicated to making things right.

  
  We would like to assure you that, as a show of good faith and customer courtesy, we have taken immediate action to address your concerns. After much conversation between you and our customer service team a partial refund of your order was offered. However much dissatisfaction was expressed from that resolution. We went back and adjusted our resolution and a full refund was issued out to you for your purchase as we discussed in email. It is our hope that this gesture demonstrates our commitment to customer satisfaction.

  
  We understand that allergic reactions can occur due to individual sensitivities, and we acknowledge that we cannot control such reactions. We endeavor to provide comprehensive product information to assist customers in making informed choices.

  However, we recognize that each person's unique physiology can react differently to various substances.
  While we cannot eliminate the possibility of allergic reactions, we appreciate your feedback and will use it to continually improve our products and services.

  
  If you require any further assistance or have additional questions, please do not hesitate to contact us directly. Our customer support team is dedicated to resolving any concerns you may have and providing any further assistance needed.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Hair in August of last year. By September the hair had a bald spot in it. This hair had not been processed. This wig was 700+ dollars, theres not way it should have started shedding that quickly. When I reached out to them, they never responded with a solid solution.

  Business response

  06/30/2023

  We hope this message finds you well. We recently received your complaint filed with the Better Business Bureau regarding the quality issue you experienced with our HD Lace Front Wig-Raw LAO WAVY  wig purchased from us. We take customer concerns seriously and appreciate the opportunity to address this matter.

  
  According to our records, you purchased the wig from our website on July 21st 2022. We acknowledge that you reached out to us via Instagram then via email on November 8th, 2022 to report that the wig developed a bald spot. We apologize for any inconvenience you may have encountered due to this issue.

  
  Upon receiving your email, our customer support team promptly responded to your concerns on November 8th, 2022 at 11:59 Am. We provided you with instructions on how to proceed in order to resolve the issue and requested further information from you. However, regrettably, we did not receive any further communication from you.

  Please see screenshot of communications:

  
  To ensure the best possible assistance, we kindly that all our customers respond and allow us to rectify issues within a timely manner. We kindly request that you provide us with additional details regarding the wig and the bald spot you mentioned. This will enable us to address the matter effectively and find a suitable resolution recommendations for you.

  We look forward to servicing you soon!

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  First impressions are important and I'd have to say I am not impressed. The hair straight out of the package is disappointing. It's hard, hard to run my fingers through it and every time I do I'm getting strands of hair and broken off short pieces. It feels rough and looks shiny like plastic Barbie **** hair. I've had better hair from the beauty supply store. There are so many split hairs. This is not good and I can only imagine the shedding that's going to take place once I install this hair. Also the bundles are so small. I'm usually able to use two bundles from any other raw company due to my small head. I'm now going to have to purchase 2 additional bundles but it won't be from yummy. I go to see what the return policy is because I would immediately return this and I see they don't take returns and I understand why. Companies that stand behind their products take returns they don't because they know they're selling trash.I'm so disappointed.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with the vendor Yummy Hair Extensions located in Dallas TX on February 3, 2023. Later in the day on February 3, 2023 I contacted the vendor via email to cancel the order there are multiple complaints that they do bad business transactions. On February 6, 2023 I received an email from the vendor stating that they do not offer refunds and I may only contact them for a store credit once they ship my order. The website states that it takes 10 days for orders to ship along with a 3 day order processing time. My order has not yet been shipped nor processed. This hair company rips consumers off and the BBB should fine them or shut them down. Everyone's hard earned money is valuable to them and for this busy to take people's money with shady business practices is unethical. If the vendor provides bad products, or the order has not been processed or shipped then a refund should be allowable.

  Business response

  03/15/2023

  Contact Name and Title: Yummy Customer Support
  Contact Phone: **********
  Contact Email: support@yummyextensions.com
  Upon receiving the initial cancellation request, this customer was notified of our refund/ cancellation policy that details all sales are final. This policy also states that because all sales are final, any returned or canceled items will receive a store credit. We have attached the aforementioned policy as a reference. Nonetheless, a cancellation has since been honored as a one-time courtesy for this purchase.
  See Attachment/File: returnpolicy.jpg

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Yummy extensions on 9/26/22 and the sales lady and the manager came out the back and both said this hair won't shed or tangle! LIES!!!! Every since I've had this hair in it's the WORST tangled and most shedding hair I've ever purchased! Nor does it hold the wave/curl pattern. I spent over $300 for this hair and it's COMPLETELY TRASH! No way this is human hair! I am disappointed and when I called to complain no one never called me back! It's possible I got a bad batch of hair but I just can't believe this hair tangled so badly! I tried not to make a big deal about it but even my husband said the hair was horrible and sheds alllll over the house!

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/14) */ We truly regret to hear that you are experiencing these issues with your YUMMY Extensions and would love the opportunity to provide clarification and directly address these issues. Please email us for additional support and further resolution at *************************** as we typically request that customers reach out to us directly for refunds/replacements. We look forward to being able to properly service you!

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 13 my husband purchased me 2 Yummy Hair extensions through Sezzle. I've shopped this merchant before purchasing the exact same bundle raw hair extensions 2 years ago. I had no issues, the bundles were everything the merchant promised full, non shedding and lasted me 2 years. The only difference is this time i ordered 22" rather than 24" On Friday, September 2, 2022. I go in to get my install, my bundles are very thin, not full and shedding something awful, and tangling. Although they recommend co washing i did not as i did not two years ago. My point is, this is not the quality of hair that i paid for. Two bundles of 22" raw Kao wavy hair is a total of $406.10 when this quality of hair I could get at my local beauty supply for under $120. I've reached out to Yummy hair extensions expressing my concerns, and explaining the issue. In most cases you don't know the true quality of raw bundles hair until it is installed. And this is the case with me. I feel like I'm stuck paying for something that I'm extremely not satisfied with. Yummy hair extension offered me a YouTube video on how to care and 30% off my next purchase and recommending I purchase 2 more bundles to get the full yummy experience of a full set of bundles. I am requesting to not be responsible to pay the remaining balance of $304.57 and i am requesting my $101.54 to be fully refunded back to me as I am not please with this set of bundles that i was sent to Michigan from Texas. My order number is ******. I explained that i will not be purchasing more hair and have the same issue. I just want my money back and i will never do business with this company again.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/09/16) */ Upon initial receipt of this customer's email detailing their dissatisfaction with the product, we noted that the customer purchased only 2 bundles of 24" hair although for this length, at least 4 bundles are required for a full install. Additionally, it was detailed that the quick weave installation method used would reduce the longevity and negatively affect the behavior of the hair as this requires all wefts to cut several times in order to glued flat. It was explained that cutting wefts is proven to cause premature shedding as the hairs are continuously being severed from their attachment source. Furthermore, excessive shedding will also lead to tangling due to fallen hairs being caught and wrapped around hairs that are still in-tact on the weft. In addition to providing this information, the customer was given video and email tips on how to seal wefts and ease shedding and tangling. This is because once wefts have been manipulated and, in this case, cut into pieces refund or replacement is no longer an option. As a courtesy for the customers continued dissatisfaction, a 30% of their purchase in the form of store credit was offered to aide in the purchase of the additional required bundles. As detailed in our final response, in accordance with our store policy, we are unable to accommodate replacements or refunds beyond 7 calendar days of receipt if applicable as all sales are final.

*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. ↩