Complaints

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my hair at the beginning of august. I ordered 4 hair bundles and 1 closure. When arrived the bundles and hair were a different color. When I messaged the business they said that I should do a rinse of the hair and next time specify that I want all matching hair color. I also messaged them a few weeks later regarding my hair closure in which was matting. They refused to give me a refund and gave me hair styling tips to prevent this from happening. I used the styling tips but still had the same issue: the hair mats. I am requesting that I get a refund as the hair company suggests that it is an investment and should last years. Yet everytime I have a mat in my hair closure more and more hair is lost: it's barely been a month, and the hair volume is half the size. I can't imagine what a few more months will look like if this continues.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/09/16) */ Due to the raw nature of our products, it is common for raw hair to vary in tones of natural black to brown. Furthermore, our representative also detailed that HD Lace is delicate in general and is not meant to last for months on end. HD lace is thin to replicate the appearance of a scalp, and thus it is easier to experience hair loss on HD lace quicker than any other lace type due to manipulation. After receiving no response to the care tips provided to help remedy the matting, no further resolve was provided in this case. At this time, due to factors stated above as well as the timeframe passed, we are unable to accommodate a refund of replacement for this order. In accordance with our store policy, all lace items are final sale for sanitary purposes. In conclusion, YUMMY Extensions cannot offer any further resolution to this case. Consumer Response /* (3000, 7, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They indicate that the representative stated that the hair is not meant to last for months on end, but this was not indicated to me. Moreover this is not indicated on their website8! The photo provided it states that the hair is "reusable," which by definition means, per dictionary: able to be used again or more than once; more than once would mean "months on end," therefore I should be able to use this product more than once or for months on end. It is false advertisement if you are now saying it's not meant to be used months on end when your website clearly indicates that it is "reusable." Business Response /* (4000, 10, 2022/09/30) */ Upon further communication with this customer regarding expectations with lace items and hair care in general via telephone, we were able to come to a proper resolution that best suited both parties. An exchange was granted upon customers' request based on the condition the previous closure be returned for quality inspection. We are grateful for the opportunity to rectify the matter for our YUMMY Girl!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 3 bundles of their "burmese" hair during a sale they randomly had in Feb 2022. I didn't install the hair until April. I cowashed before using it and noticed the curl pattern had changed from initial inspection of the hair. I wasn't too worried because this is why you cowash. I installed it and realized the curl pattern was no where close to the image purported online , and by the second day the hair was very dry. I tried using conditioner for a couple of days then the recommended products. I finally had to take it off a couple days later when i realized there was no use in trying to get moisture into this hair , and also this was in no way shape what i thought i ordered. I contacted customer service provided the pictures i have here, and offered to either send the hair back and receive what i really ordered or send the hair back for a refund. As I have provided, after much back and forth with no accountability from the company , I gave up and realized the reason this hair was on sale was they knew exactly what they would be sending. after sometime i realized they sent me a store credit for $90.10 out of the hundreds I spent. they also had a master stylist look at the pictures i sent and conclude i in fact didn't do something right. I'd like for them to explain why the hair i got is a fancy deep wave and what I ordered is supposed to be burmese curly. I let them know this refund was a clear indication everything i said was not taking into consideration. I now have hair I wouldn't even bother to make into a wig because its so dry.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/26) */ Hello, thank you for contacting us and expressing your concerns with your YUMMY Extensions. To summarize the details of this case, our team of dedicated customer support specialist and licensed cosmetologists have reviewed your photo submissions and detailed care regimen and found that due to the nature of this high maintenance raw curly hair texture, your bundles could be returned to glory once a full regimen had been implemented. This regimen includes instructions to section, thoroughly detangle, conditioner only wash, moisturize, seal, then define as each of these steps play a crucial role in the overall result and behavior of the hair. In accordance with our store policy, we are typically unable to provide any form of compensation beyond 90 days from the purchase date. However, as we strive to ensure that we are able to keep our YUMMY Girls happy, we provided a 30% personalized discount towards a future purchase and advised that you may enjoy a texture that required lower, less frequent maintenance. At this time, although this case is beyond the previously listed timeframe, we would be more than happy to increase this amount to 50% as we truly believe that you will enjoy other textures offered by YUMMY Extensions based upon your previous purchase and experience. This credit has now been issued to the email address associated with your order.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For my birthday, my boyfriend and I planned a trip to Miami. I wanted curly hair so I didn't have to worry about dealing with humidity on straight hair. He bought me the curly wig from yummyextensions.com and paid $710. I was so excited to get the hair but upon arrival it looked a bit dry. I thought it was because of the packaging. I put on the wig for my trip but after conditioning it, within a few hrs it would dry out, get frizzy and tangled. I was shocked because that's not the quality I expected from yummy. The bouncy curls I saw on the website never materialized. Just dried out frizz that looked like a crazy hair lady. I was very disappointed. I reached to yummy 3 times via email with no response. I feel cheated and my boyfriend is ****** that he spent $710 on this garbage hair. They advertise that the hair can last up to 3 years but this hair can't even go a few hrs without looking dead.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hello ***, Thank you for providing your honest feedback on your most recent Yummy Extensions order. We are so sorry to hear that you have experienced dissatisfaction with your MIA Curly Wig. Any dramatic changes in climate especially to a city on the water like Miami that is overly humid will pull moisture out of your hair dramatically more than a drier climate. Due to the nature of raw human hair and since it has been removed from its living source it is essential to continually deposit the moisture back into the hair daily or a couple times a day when in an extremely humid climate to replenish the strands and curls. We have loved servicing you as a Loyal Yummy Customer for the past 6 years and would like to help the best we can. At this time, we do not have any correspondence of your concerns regarding your order and would love to help and be given the chance to help clarify any questions or concerns you may have. Kindly contact our Yummy Customer Support Team at support@yummyextensions.com and we will be more than happy to help. In addition, we have reached out to your email and have sent over our Yummy girl approved hair care regimen and golden tips for our curly hair textures to help aid in any way they can. We hope to hear from you soon and look forward to helping rectify your concerns. Consumer Response /* (3000, 7, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the business response because I have emails sent 3 emails sent to them and one of which they said they'll get back to me within 48hrs, yet they claim they have no pending response from me. Secondly, they claim the reason for the hair reacting they way it is is because I was in Miami but I have been back for 2 weeks now and it's doing the same thing despite deeply conditioning it. I have purchased curly hair in the past and this is the worst experience I have had. This hair is not good quality and needs to be replaced.

*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. ↩