Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 16th I paid the full price for a service to merchant online on $180.00. The merchant told me afterwards the price would increase for what I wanted after already paying. I requested cancellation and reimbursement and the merchant then was unresponsive. Due to this unclear information provided on the website, I filed a claim with my bank to step in and help me with my refund. The claim failed since the merchant uses a third party bank called Square to receive from their clients. Because this is a third party company my bank will not get involved with third parties. I have reached out to the merchant in order for them to reimburse me for the service that was never done. It has now been 3 months since I paid the merchant and have not gotten reimbursed by the merchant. The merchant says the third party has the $180 and continues to go in circles with me about this situation. As a customer if I paid for a service and the service was never done, I expect and immediate reimbursement. This situation has gone on far too long.

  Business response

  11/15/2023

  Hi ,

  ***************** made an appointment for Passion Twist for Saturday August 26th 2023; She made the online payment on August 17th. She called me couple of days before her appointment to ask more information. I told her that we do not supply the passion twist hair and sent her the picture she needed, she was upset and arguing and before the conversation ended she hangup the call. She went an initiate the refund through her bank. Square took the $180 from my account and putting on their holding account (that is the procedure, when a client bank send them a dispute, no matter what, they take the money from your account. I sent them a response on September 13th, Square reviewed it  and send the response to the bank. Her bank is the one that decide if they will accept my response or not. The bank didn't send the response. On October 19th at 11:40 she called be and said that her bank refunded her the $180 and took it back, that she was short of $180. I spent the whole day with her on the phone. I thought it was with my other processing card company; I was on the phone for a good 30 mins. We were talking back and forth, i was at the doctor's ****** and texting her. I realize that the transaction was with Square, She put her banker on the phone and they said that the case was closed on their ends, i requested to put Square on the phone and the lady said no. i called Square and put her on the line and they said that ****** just need to send the letter that was says the case was close for them to release the money because that is the procedure (either the bank uploaded directly or they email it to her and i uploaded on the platform. She was supposed to send it to me. I didn't received that letter and she texted and said she would take it further. i called her she didn't respond. When i received the complaint email i called Square back, they said that i couldn't do anything because i couldn't do anything, her bank has to send them a response for the release and the bank didn't send it. On the 13th of October, Monday,  her bank responded and that they released the money to me. i received it yesterday, I am talking to them to see how to refund it. Because the bank ruled on my favor on my favor, i am not able send her the $180 i received through the platform (pic5), So i am waiting for them to call me back if not i will have her call me and give me a card # so i can send back the $180 because we don't keep the The easier way was for her to have her bank send me the resolution letter on the dispute and the outcome would be different.

  Here at Alliance Braids, we take care of our customers, and she knows that i spent time a lot of time talking to her with her bank and Square to resolve the issue.

  Alliance Braids
  

   

   

  Customer response

  11/15/2023

  Complaint: 20848291
  
  I am rejecting this response because: After reading the merchant response to this complaint, I am confused on the elaborate explanation by the merchant only to then confirm that they  have indeed received the amount I paid for a service that was never done.

  The end of her response states that she is in contact with the bank on how to refund it when in reality, if the bank has refunded the merchant my $180 the merchant would be able to simply ***** me the amount back since ***** works with ***** and would be able to document that. All that is needed for that is my cell phone number which the merchant clearly has. The merchant did call me back on Thursday November 9th after I had already texted twice with no response. I am no longer comfortable speaking with someone who has refused to refund me for 3 months.

  The solution is simply to return the amount to me. Unfortunately, the merchant has still not done so even after stating they have it in their account on their previous response. 
  
  Regards,
  
  ***************************

  Business response

  11/16/2023

  I am not the merchant, the credit card processor is, i just received the funds back on the 13th and since your bank and Square come to the conclusion that i won, Square doesn't allow me to send you back the $180 through the platform. I don't have zelle on my business, i have zelle on my personal and this is business transaction. You used a card, you have 2 options either u give me the Card number (since i don't keep it) or i write you a check, you stop by the shop to pick it up or you give me an address where we can mail it to you. You have my phone number, whichever works better for you, you can let me know.

  Thanks
  

  Customer response

  11/16/2023

  Complaint: 20848291
  
  Please refund the full amount of $180.00 to the card number:

  *******************

  05/28

   

  If you would, document in here or text me photo proof when the refund is completed. 
  Regards,
  
  ***************************

  Business response

  11/29/2023

  Hi

  Here is the refund they sent me on the 13th of November , was waiting on the card # to refund it back,Received it yesterday, processed the refund and this could have be avoided if you had provided us the letter of the closing case from your bank.
  

  Alliance Braids, We have one goal, Customer Satisfaction, been in business for a while and will always treat customers with fairness.

  Alliance Braids

  Best Braiding Shop in Tarrant County
  

  Customer response

  12/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Appointment was on July 1st, 2023, at 1 pm. Services to be rendered were that of braids for a four-year-old. $30 dollars were paid and no service was rendered. I took my child to get her hair braided here for the first time. This place is FILTHY. It is not sanitary at all. I was handed a sticky brush with layers of hair and told to brush and blow dry my child's hair. For a place that does hair. This place will be a very easy place to transmit lice. Brushes are never clean. The salon is never cleaned either. Not hygienic at all. Someone needs to shut this place down until they get their hygiene processes in place. I would like my money back, and this place to implement some sort of resolution to their hygiene process. It is unacceptable to have to pay for a service that was not rendered and expect me to do the work for them. In that case, I should have stayed home and done her braids myself.

  Business response

  07/17/2023

  Hi

  This Coura W, in response to ******************************
  

  Prior to booking the appointment, She did call and i told her that we take 3 year old only if they don't cry because of the young age. She paid and came the day of service, (July 1st,  my manager tried to comb and blow dry the baby's hair (for the 2 braids) and she started crying, she ask the mom to do it and the little girl was still crying. And they both felt it was better not to go through the process of blow drying and braiding. ****** didn't state that she paid online, because we take payment after service and if u paid online, you are fine. She went on the Square platform on the 2nd  and wrote negative reviews, and i did refund her the money July 2nd 2023.( receipt of refund attached.) and responded to her is also attached.
  

  Alliance Braids is a well known braiding shop, our main goal is customer satisfaction, We are in business for over 12 years, We have a great relationships with our customers, they bring their kids and and family to us. If u felt that the shop was dirty (which is not true), why did you stay , when u walk in , u could have walk out. Washing , blow dry are paying services, we wanted to help with your daughter at no charges, people who bring their kids comb it / blow dry so the process of braiding go smooth.We paid you back the $30 (t he 2nd)and a copy of the receipt was sent to you and you money should be in your account. Let's move on , because you tarnishing our business will not give you any satisfaction. Wishing you well on your braiding journey.

  
  

  Alliance Braids Team is just here for customer satisfaction,
  

  _Also Attached 10 years Business Satisfaction with the *************** and Watauga Mayor

   

  Coura W.

  Alliance Braids
  

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 17, 2022 paid $355 for small box braids, natural braids for my daughter, retwist for my son. My daughter hair was frizzed out of braids son hair looked like wasn't done. My hair was pulled and done extremely tight causing big puss bumps&blisters infected scalp all over my head all of my hair to fall out a Doctor visit was put on ****************** medication had all briad extensions removed called owner she offered to pay for a prescription,owner said she would fix it I expressed I would allow her to correct the mistake to get my hair the *************** it was when I first came to her business she said she would take care of it no charge to heal first she check on me in 2 weeks nothing I contacted her she said same thing then said a discount I said no your business damaged my hair scalp health she said she do it free went in in May she threw up my hair in extremely heavy jumbo bulky knotless braids all different sizes lasted 2 days contacted her again she tried to tell me to pay $170 then said $100 plus buy my own hair cause she pay her braiders $100(not my concern) I gave alot of chances to work with her I have no hair still have scalp issues damaged hair she played like she cared but didn't not at all.

  Business response

  06/22/2022

  Hi

  To whom it may concern at BBB,

  On Thursday March 17th 2022, ****** came to the shop with her daughter and her son. She paid $355.00 for their services. She got box braids, her daughter got corn row and her son got retwist. She was satisfied with the service. The following week she called me and said that there were issues with the back of her braids. i asked her to come back to the shop (Our goal @Alliance Braids is #1 Customer Satisfaction). She came back and showed me the back and i will remove few braids. She left and called me back couple of hours and said that she needed to remove all her braids, because she felt it was a bit sore , i told her ok that she could come back in 2 weeks i would do her at not charge. On MAY 10 , 2022 SHE COME BACK TO THE **** AND I DID HER BRAIDS FOR FREE (KNOTLESS BRAIDS, $190 AT NO CHARGE. She started talking about her family, so many issues , her son being shot , she wasn't talking t her family and she was a single mom. i felt for it and for her. i was just a game she was playing. ON JUNE 11, she called me and ask how much i would give her discount to get her micro braids done, i was a bit busy w a client and i told her i would call her back. i texted her that night and she wanted to give her another set of braids for free. On  June 13 , 2022; i was on my way to ******** and she was in a rant on text msgs, saying that i needed to braid her hair free or else, saying she thought that i was her friend. It was a bit too much , i called and told her i was not in town and wouldnt be able to respond because i was in a meeting and i would get back to her that night. When i came back i offer to do her hair for $100 plus the har ( i explained her that the shop wont gain anything and that $100 was for the braider who would provide the service since i pay them by commission. She started to THREATEN ME , being on a rant of texts msgs, saying that i needed to redo her hair for free or else, she would take me and the biz TO wherever she could to distroy me and the business, holding a bag of dead hair and sending be a pic saying she lost it (what she didnt know any African American who takes their braids out , have dead hair out, every single day we see it at the shop, the way our hair is , when u get yair hair done, u have new growth and u leave your braids long then u would loose some dead hair ). She puts her in a zip plug bag and use it to threaten please. Also She went to her bank / Credit card company and ask them for a FULL REFUND (FOR HER SERVICE, FOR HER DAUGHTER AND FOR HER SON), lied about the story just to reap people off. And we are not the first shop she did it , she did it @ Aby's hair braiding.

  SHE RECEIVED HER MONEY BACK, SHE IS OUT WANTED TO TARNISH OUR REPUTATION (she won't be able to because we have a stong relationship with our customers and we take care of our customers).

  Alliance Braids has been in Business for a long time and our goal is customer Satisfaction and you can see it on our ****** reviews, we will go the extra mile to satify our customers, but we won't be dealing with people who want to take advantage of us or any business around, try to rip people off.

  -Attached the returned payment (she still owe us since the service was rendered correctly).

   

  Thank you

  Alliance Braids
  

  Customer response

  06/22/2022

  Complaint: 17331395
  
  I am rejecting this response because: I contacted this place 2 DAYS AFTER getting my hair done on friday by money morning @ 7:20am I was calling to the shop and the owner called me from her personal number and I explained what was going on how I had NEVER experienced that type of pain having my scalp swollen red full of puss bumps With knots all in and around my neck even my neck was swollen how I was having pain all in my ears jawbone I couldn't move the hair yes she told me to come to her shop I went she took out ONLY A FEW in the back the bottom row one row of braids while I cried the WHOLE TIME IN PAIN HORRIBLY. YES Immediately after leaving her shop I went straight to the Doctor because that wasn't normal I HAVE THAT RIGHT  and thank God I did because it could of harmed/ Jeapordized my health.. ( I HAVE MEDICAL RECORDS TO PROVE and back up EVERYTHING I AM SAYING) I was told by the DOCTOR they all needed to be removed due to my entire head being infected so I was given antibiotics and pain medications I immediately called the shop unpon leaving because that was unacceptable service she played mad and said she was going to get onto the braider becauseshe knew not to braid NO ONE'SHAIR THAT TIGHT Itold her I didn't want her to loose her job that's how mad the lady was on the phone. She then told me No worries I will take care of you I told her my hair have came out I literally can't do nothing she said baby don't worry I take care of you I do your hair no charge you just heal I check on you I 2 weeks. I NEVER IN MY LIFE THREATEN ANYONE I HAVE EVERY SINGLE CORRESPONDENCE TO THIS LADY even had witnesses for our over the phone conversations. Yes when I went in she was saying you're my friend my special friend she asked how my kids was doing just small talk like she cared asking what I did for a living do I have family ect so just talking I answered its no harm in being nice to a person  for her to falsify information THATS NOT ACCEPTABLE NOT AT ALL. Never had this problem with the business ****** NEVER I still go to them their business is just far and always extremely busy. I never told her I had no problem with my family I said I have no family my parents died 6 months apart then 4 months later my sister so it was just me & my 2 kids but we were just having a conversation because she was telling me about her kids she would teach me French ect so she is falsifying information. Game? One thing I don't do is PLAY GAMES  I don't play with my money nor anyone else's and to infect my entire scalp that she didn't look at just looked at the back on the bottom and the 8nfection took all of my hair out of course ANYONE WOULD BE UPSET. I told her that braider is going to sink her business causing people harm that could damage their health I did tell her that and I told her to have a blessed night because I wasn't paying her to fix their mistake when no one else would be nice enough to give them a chance to do so that it was more than right for her to grow my hair back to its length and health and get my scalp back to the health they were when we first walked into their doors that was only fair. I told her I didn't pay to get a infected scalp and hair to be falling out she said I kept the braids in to long they were taken out that Monday at doctor visit and leaving then the second time she braided my hair like she said in big huge bulky heavy jumbo all different size box braids thrown my hair up the were taken out in a day in a half because of very poor quality work and it was irritating my head so yes they were taken out no one wants to walk around looking any kind of way. As for my kids hair they hair was thrown up my daughters hair was frizzed all out the braids my son hair was caked up with black gel sloppy and all then the so called 2 braids they did to his twists was hurting me and was ugly so he took them out soon as he got home. We were at the shop from 9a until 10p ANYBODY WOULD JUST BE READY TO GO HOME IT DONT TAKE THAT LONG. MY BANK I SHARED EVERY CORRESPONDENCE FROM THIS LADY PICTURES DOCTOR ***** AND REPORT TO THEM BECAUSE THAT WASN'T THE SERVICE I PAID FOR. I am not trying to tarnish NOBODY'S Reputation but as a customer/ consumer I HAVE A RIGHT  FOR PROPER SERVICE THAT I PAY MY MONEY FOR. I DID THE RIGHT THING I BROUGHT IT TO HER ATTENTION SHE WAS SO APOLOGETIC AND TELLING ME SHE WOULD MAKE IT RIGHT NOW CHANGING IT THEN LYING ACCUSING ME OF THREATENING HER that's discrediting my character  and attempting to slander my name when all I ever asked for was for her to fix / correct their mistake. We was not happy with the service and I told her and she told me she didn't want to loose me as a customer she would do my hair for free then changed everything I shouldn't of trusted her at all. She speak of customers when I sat waiting on her and watched customers come in mad and upset about their hair how her employees were rude mean to people. Their actions I truly feel alot of them isn't lice see I know for sure her daughter isn't licensed to do any hair unbraiding combing out washing or NOTHING  then to have a toddler running around in a hazardous work place is not legal not at all
  
  Regards,
  
  *****************************

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