Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My boyfriend ordered me hair extensions and the address was correct however the zip code populated wrong. I cannot get ahold of ANYONE from zala hair to correct this. I will file a complaint with ***** to but I would like him to get a complete refund. When I GPS the address it brings me to the middle of an intersection. So wherever it was dropped off we have no idea. ***** is telling me to contact the shipper but I cannot get anyone to respond to me from ****. No customer service number, and there is a live chat option but I waited for someone to respond for over 3 hours and still no response. This need to be fixed.

  Business response

  12/30/2024

  Hi ******, we are sorry to hear that you did not received your parcel. Upon checking we can see that tracking shows it was delivered on December 23rd. Tracking: ********************************************************************************************
   
  We understand you mentioned it was shipped to an incorrect address, however, please know that the system only copy the address used at the time at checkout. We can see this is the address we have:
   
  ****** *********
  **********************************
  *********** MN 55433
  *************
   
  As this was the address provided, unfortunately, we cannot refund the order since it was successfully delivered. But please know as we want to make this a better experience, we can go ahead and reship this as a gesture of good faith.
   
  Please let us know if you'd like to accept this offer. Thank you.

  Customer response

  12/30/2024

  Please ship to *******************************************************************

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the Zala Hair Extensions I purchased recently. I received the extensions a few days ago and immediately noticed an alarming amount of hair shedding upon opening the package. Despite this initial concern, I proceeded to style the extensions with my own hair, using the appropriate amount of heat as indicated for 100% human hair extensions.To my dismay, the extensions would hardly curl, which is unusual for genuine human hair. Determined to make the best of my purchase, I decided to wash the extensions using a gentle, sulfate-free shampoo and conditionerthe same products I have successfully used on my other hair extensions.I was extremely careful during the washing process to avoid tangling or being too rough with the extensions. However, despite my careful efforts, the extensions emerged from the wash matted and tangled beyond repair. They no longer behaved like human hair extensions and instead felt like synthetic "Barbie ****** Additionally, the amount of hair shedding was excessive; I now have a wad of hair larger than a softball, which came out during the washing process.This experience has been incredibly disappointing and frustrating, as I spent hundreds of dollars on what I believed to be high-quality hair extensions. The product has proven to be a complete waste of money due to its poor quality and inability to function as advertised.I request a full refund for the Zala Hair Extensions due to the severe shedding, inability to hold a curl, and the unacceptable condition after washing. I believe that the extensions I received are not of the advertised quality, and I am seeking a resolution that compensates for this disappointing purchase.I expect a prompt response to this complaint and a satisfactory resolution. Thank you for your attention to this matter.

  Business response

  06/26/2024

  Hi ******, as we mentioned via the email we sent you, we are sorry that you were not satisfied with the clip-ins you recently ordered. We assure you we are tracking and investigating the quality issues we are encountering to prevent other customers experiencing the same thing. Please know we would be very happy to either replacement your set or give you a full refund. Please let us know which one you prefer. Thank you for your kind understanding. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Dark Choc Brown #2 - 20 inch - 9 Piece set 220g DOUBLE DRAWN & TRIPLE WEFTED x1 $239.9 in the color Chestnut Brown and was appalled after having them installed. It was delivered on Jan 21 2023, and when i went to wash my hair for the first time - and when I stepped in the shower and got the extensions wet the extensions shrived up and became extremely dry like it would on fake doll hair and began to literally fall off of the clips the hair that remained was brittle and dry. I emailed ****'s customer support and they asked for personal details of the salon and stylist I went to which I find very weird, because I am not going to give a foreign company I have never ordered from my trustworthy stylist's information such as a phone number and email address. I want a complete refund from this company as I have read many other reports on this BBB site that **** has produced many faulty packages of hair and continues to "blame" the customer and refuses to take responsibility for the faulty hair they produce and send out to customers. I will never be shopping with **** again and will inform all of my other friends and relatives that get extensions to not shop with them either! Not to mention they claim to only take back products that have the "hygiene seal" still attached and in-tact, but this certainly doesn't work for everyone as I have read many other complaints on here where hair has become faulty after installation. That is an absolutely ridiculous "rule" to have to allow a return or refund when they make claims about how great this Remy Hair is and how much they charge per bundle of hair. So whatever customer service representative is reading this I WANT A REFUND, NO IFS, ANDS, OR BUTS ABOUT IT. I WANT MY MONEY BACK FOR THIS TERRIBLE PRODUCT. #US220720271 9 Piece Clip-in Human Hair Extensions - 20 inch - 210g Dark Choc Brown #2 - 20 inch - 9 Piece set 220g DOUBLE DRAWN & TRIPLE WEFTED x1 $239.99 Tracking Number: ************ **************

  Business response

  04/29/2024

  Hi ******, 
  
  I am *** the customer manager at ZALA and please know I've reviewed your concern. First, we are truly sorry if you are not satisfied with the clip=in hair extensions you received. 
  
  Please know we truly want to make it up to you and we do understand the situation, therefore, we can go ahead and issue a 50% refund via the original payment method used for this order. 
  
  And to add, we can issue the other 50% as store credit. This credit will have no expiry and you can use it to try our other products. :)   
  
  We hope that you'd accept this offer. We believe this is the best offer since we received back the order without the hygiene seal. 
  
  We look forward to your reply. :) 

  Customer response

  05/01/2024

   
  Complaint: 21625866

  Dear ******************,
  
  Thank you for your assistance in addressing my concerns with Zala Hair Extensions. After reviewing their response, I'd like to provide further details regarding my experience.
  
  Contrary to Zala Hair Extensions' assertion, I did, in fact, maintain the hygiene seal intact upon receiving the product. Despite this, the extensions exhibited significant issues upon the first wash, becoming dry, brittle, and detaching from the clips. These problems occurred despite following proper care instructions and handling the extensions with care.
  
  Given the circumstances, I find it disheartening that Zala Hair Extensions continues to attribute the fault to the customer rather than acknowledging the product's deficiencies. While I appreciate their offer of a 50% refund and 50% store credit, I remain firm in my request for a full refund of $239.99 to be issued to the original payment method.
  
  It's important to emphasize that my dissatisfaction stems not only from the faulty product but also from the lack of accountability demonstrated by Zala Hair Extensions. As a consumer, I expect transparency and reliability in the products I purchase, neither of which were upheld in this instance.
  
  I hope that Zala Hair Extensions will reconsider their stance and provide a resolution that reflects the gravity of the situation. I look forward to your continued support in reaching a fair and satisfactory outcome.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***************************
  
  

  Business response

  05/01/2024

  Hi ******,
  
  We understand where you are coming from and are truly sorry if you were unsatisfied with the set. To resolve the issue we will go ahead and refund you in full. We also messaged you via email mentioning this refund. 
  
  We appreciate your patience while we worked on the solution. 

  Customer response

  05/02/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered hair extensions for my girlfriend the exact one she asked for I'm spending nearly $400 and this place wants to accuse me of doing fraudulent schemes just because I'm having them delivered to my girlfriend's house I put my billing information down which would be my home which is attached to my bank card and the delivery address is going to be my girlfriend's house because I do not wear hair extensions but my girlfriend does I am frustrated and irritated this needs to be fixed immediately my order number is ***********. I've already sent in the information requested I expect this to be fixed as her birthday is coming up and I need them to be here prior to her birthday.

  Business response

  03/31/2024

  Hi *******, we are sorry for any inconvenience caused, however, we still haven't received the information requested so we can proceed with your order. We truly hope for your understanding that we need the information so we can ensure that the person who ordered is indeed you. Please know that this is for the safety of your account. Thank you and we look forward to your reply. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has now in the past year and a half accused me of not only being a thief a liar but also somebody that does identity theft and stills credit card information. Even though the credit card information is registered to my personal address with my personal name on it they still want to come at me like I stole somebody's credit card to buy hair. Like I'm so ******* broke I have to go steal somebody else's credit card so I can buy my hair extensions. I made a mistake I ordered three packs of hair instead of four so went after I put the order through I ordered the fourth one separately and I was like oops my bad oh well let me just buy that fourth pack of hair. Fast forward a week my other pack with three came and then I was waiting on my fourth pack so I could install everything on my head. Surprise surprise I wake up this morning with them requesting my photo ID a picture of my credit card and my bank statement in order to have the hair extension shipped to me which should have already been shipped. And then the last time they accused me they ****** up sent me different email verifications of different packages being shipped out my package showed up with half the hair extensions I ordered I messaged them they ******* accuse me of stealing and lying I should have never used this company again after that. But I like their hair quality that is the only thing they have going for them they have great hair quality. But they will accuse you of horrible things I've been using them for 4 years and in the past year and a half now they have accused me of being a liar a thief and a scammer twice. While I'm paying with my own ******* money with my own ******* credit card on my own ******* account going to my registered ******* address

  Business response

  10/26/2023

  Hi *****, please know we truly apologize for having to flag your order initially as fraud, actually it was not confirmed to be fraud but we just needed some proof that it was really you who made the purchase. Please know that the reason for this is that the credit card used and the name on the order doesn't match. We are again sorry for the inconvenience but please know these security measures are to ensure your account is safe. We truly hope for your kind understanding. No worries since as we mentioned via email (please see attached screenshot) your order has been shipped with the fastest shipping option and we added some freebies too to make it up to you! On top of that we've also issued a store credit for your next purchase. We hope this helped a bit to turn your experience around. Please let us know if you need further assistance. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $354 on 3 packs of tape in extensions. Per the return policy, I was positive to make sure the warranty seals were still in tact when I returned them. Two of the packs were never even removed form the box. However after I returned the product I heard no response for days. After I reached out to ask about the return, Zala claimed the warranty seal was broken and therefore I could not be refunded. It is impossible that the seal was broken. When I asked for proof of the broken seals on my product, they did not provide any. They only offered store credit which I do not want because I was unsatisfied with the quality of their product. I also paid my own shipping to return the product.

  Business response

  09/21/2023

  Hi ****, we are truly sorry for the delay in processing the refund for this return of yours. Please note that it takes 3-5 business days for us to complete the return process once the item arrives back at our warehouse. And an inspection had to be made since the zip tie (warranty seal) looks loosed but don't worry as we've concluded you are still eligible for a refund. Your refund has already been processed. :) Please let us know if you need further assistance. Thank you. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently (2/20/2023) and received them on 2/25/2023. I did a color check as best as I could with the extensions bundled up together. There was a warning label saying that if these extensions were unbundled they could not be returned for color reasons. This was somewhat of a turnoff but I needed these for an event and could not get more shipped to me before I needed them. I did not touch or unbox the extensions again until 3/9/2023, when I installed them into my hair for an event lasting about an hour. After that I took the extensions out and placed them back in the package. I took them out to wear again this weekend and they were falling apart at the sewn in part. I immediately wrote Zala as these were not cheap. They have repeatedly asked for more and more pictures and evidence. They claim that the “falling apart” is normal shedding but anyone can clearly see that the stitching is coming undone. These extensions are thinner than usual and not made of the quality promised. I expected to get more wear than 1 hour of these. There’s whole wefts falling out from the loosening stitches. Zala has not offered any help except to ask for pictures after pictures. I have provided them with plenty of evidence and they claim to have 100% guarantees.

  Business response

  03/20/2023

  Hi *****, I am the customer service manager at ZALA and first of all, I am very sorry about this experience. We are indeed very surprised to hear this! We do advise that a bit of shedding is normal like with our natural hair but as we understand that this is far from normal we will make sure to assist. We can offer to refund the order in full once it is returned (as per policy, the said fault product is to be returned in order for us to issue a refund or replacement), or we can provide a 100% store credit so you can try another of our product + you do not need to return the one you currently have. Please let us know what would you like to do. Thank you! 

  Customer response

  03/22/2023

  To Zala Hair: 

   

  I appreciate your help with this matter. Please advise how to return the extensions and I will send back at once. I would like a full refund please. 
  

  Thank you! 
  

  
  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.
  
  Sincerely,
  
  ***** ******

   

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased hair extensions. In order to take a look at them I had to take the item out of the package. There is a tag on them and when I realized the item was not going to work, within minutes of opening the item I returned it. When I purchased the item I saw it said I could return within 90 days. I requested a return the same day. At no point in time when I opened the package did it state not to cut the tag off - in order to inspect the item it had to be cut off. Every part of the item was returned unused and unworn. I had to email the company a month after to find out where my refund was only to find out they would only issue me a store credit. By this time I had already repurchased what I needed. Even when those items arrived, I wasn't happy with the quality of the product but didn't pursue returning it. I asked for a refund on my original purchase. They are into offering a store credit. I don't intend to purchase from this company again. I requested they send the item back to me in which they refused. I just want my money back. I stand by my statement that the item was unworn and I repackaged it exactly how it came with the exception of the tag. There's absolutely nothing in the box that stated not to cut that tag off. If I would have seen something like that, I wouldn't have even opened the item.

  Business response

  01/02/2023

  Hi ******, 
   
  Thanks for your message and we are sorry to hear this. 
   
  Please note that you are welcome to take the extensions out of the package to see the shade and length however it is stated on our website, as well as the warranty tag on the set to leave the hygiene seal intact incase you are needing to return. ***************************************** We believe you mentioned that you removed/cut the seal and therefore, we can no longer accept the return of this item as per our policy. However, as we understand the situation and since we really want to help you with this we can accept the return but we can only issue a store credit or an exchange for another item of the same value out of good faith. Thank you for your kind understanding. 

  Customer response

  01/03/2023

   
  Complaint: 18622245
  
  I am rejecting this response because:I had to remove the tag to get an idea of what the extensions looked like. I mailed these back the same day I received them and they were not worn or damaged and were in their original packaging. I then reordered what I needed from your sight thinking I would be getting a refund back. I have told your representatives repeatedly that I SO NOT intend to ever purchase from your company again. I am 1. Not impressed with the overall quality and the hair is thin and does not clip in like other extensions I have had in the past. 2. The lack of customer service in resolving this issue overall; for heavens sake, I spent more money on more extensions after sending back the extensions as per your website. 3. NOWHERE on that tag does it say "STOP! Do Not Remove" or "For returns for refund do not remove tag". It's been a hassle dealing with this company. I don't want a store credit. I don't want to purchase anything ever again from them. It's obvious from all of the complaints on the BBB that this company has a history of poor customer satisfaction. The product I returned was never worn and I stand by that statement. I also do not want the item returned to me because I already repurchased the same item at a shorter length. The $190 refund won't break your business, but the $190 refund I could use to put food on my table and your company is so awful that it wouldn't even take into consideration the fact that I repurchased what I needed after I sent the item back. I also had to contact them to even get an update on my return. It's just disappointing. Next time, I will purchase what I need from Amazon, because chances are they get their extensions from *****, just like your company does, and I can return it without any hassle if I needed to. Shame on you company! Just refund my money. Why is this even a fight?!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I’ve been purchasing hair extensions from this company for a long time almost every six months. I have had a few issues in the past with the tape in glue but this last repurchase has made me furious. I bought 60 tape in which were over $300+ for them to not properly stick. A few came off, so contacted the business which stated they were aware of issue and could send precut tape and a $50 credit. Okay. Still waiting. Showered and 90% of them came off because the tape is useless and not to mention they shred so much. Now I am stuck with a bigger issue! If you were aware of the issue why would you still sell them?!? I have to repay a stylist to apply and still wait for tape? This is horrible!! I would like a refund on your useless tape ins.

  Business response

  12/05/2022

  Hi *******, we are sorry to hear about the issue you are having with the tapes. We're very sorry for the inconvenience caused. We looked back at our previous conversation with you last November 29th and we thought the issue is resolved since we've provided free precut tape tabs and store credit. We are indeed aware of the issue but there are only a few batches that is affected and so, we are trying to sort this out carefully in the best way we can. We can definitely assist further on this! We want to offer one of the following: 
  
  1. We can refund in full once the items are returned. Please know we need this returned in order for us to investigate further and make sure the batch affected will be sorted out. 
  2. We can offer a 50% refund but you will no longer need to keep the item.
  
  Please let us know what would you like to do. Thank you! 

• Initial Complaint

  11/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 526 dollars worth of hair from zala, 3 bundles of thier longest available length in dark and 2 i think 22 inch blondes for blendingThey were installed less than a month ago and have since shredded after only 2 washes with thier branded shampoo and conditioner and is the worst hair i have ever had installed, which cost me 160 2 times already due to the hair shredding and falling out amd coming apart I contacted zala and reuested for a new set of wefts be sents as clearly this must have been a bad batch and they sent me a questionnaire. I filled it out and sent pictures and they responded with, they would send me a free.conditioner and give me 30 bucks off my next order! I want a refund. I would have been happy with giving them a second chance with the hair if they would have sent it... but after this slap in the face for literally over 500 dollars, no way. This was horrible hair and i literally have to wait now with no hair for new hair to come as this would not even brush out... my salon was also appauled. I am appalled and extremly embarrassed. Considering court for damages and costs associated with install reorder and initial order of wefts. Very untimely and causing so much distress.

  Business response

  11/08/2022

   Hi *****, I am the customer service manager at ZALA, and first, I am very sorry for this unpleasant experience you've had with our weave-ins. Please do not worry as we are reviewing the quality of our weave-ins to ensure it is improved and there'll be no issues moving forward. In regards to the inconvenience we've caused, we are sorry as well. We hope you understand that we needed to investigate what may have been the cause of this issue and so we had to ask some questions and even ask for photos. We do apologize if the initial offer was not good enough to resolve the issue. We truly want to turn this experience around and so, we can go ahead and offer you one of the following options:
  
  1. Refund $370 (approx 70% cost of this product) + you can keep items.
  2. We can issue a full store credit of $540 + you can keep the items.
  3. Refund you in full once the items are returned.
  
  Please let us know which one you would like to accept, thank you. 
  

  Customer response

  11/08/2022

  
  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.
  
  Sincerely,
  
  ***** *******

*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. ↩