Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered straight human hair extensions from Zala on 9/25/22. When the hair arrived it appeared to be straight so I went ahead with the installation. After the first wash (using zala product) the hair became unmanageable and was wavy/frizzy and started matting around my neck. This is a clear indication of poor quality hair. I’ve been using extensions for around 8 years so I’m well aware of how to care for hair. Either way, the hair is clearly not the straight hair that I paid for (it seems to be a wavy/curly/straight blend that has not been properly processed). Their customer service has been giving me the run around and I can’t help but assume that I’m talking to a bot since I’ve received the exact same response numerous times now. I’ve also noticed that they delete all negative reviews on their website. I feel that I was scammed by Zala.

  Business response

  10/28/2022

  Hi *****, we are very sorry to hear that you are experiencing this with your ZALA's. We have reached back out to you via email and offered the following:
  
  1. We can provide a 50% refund.
  2. Issue a $70 store credit.
  3. Send a replacement once the original order is returned to us.
  
  We look forward to your reply. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ZALA's 18 inch Invisi-Tape Extensions in the color Chestnut Brown and was appalled after having them installed. I paid nearly $300 for these and $200 to be installed! They were delivered on the 13th of October 2022 and were installed professionally on October 14th 2022. I waited until the 17th of October 2022 to wash my hair for the first time and when I stepped in the shower and got the extensions wet the tapes on the extension started to dissolve and the extensions quite literally fell off of my head. Not only did I have to scrape crusty wet tape off of my shower floor but I needed to pull dissolved tape out of my natural hair. I emailed ZALA'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 ZALA 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 ZALA 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.

  Business response

  10/20/2022

  Hi ******, we are vert sorry to hear about this experience of yours. Please know we will make sure to assist all the way until it is resolved. Upon checking you reached out to us via email and we've already asked you to return the set. We are just waiting for it to be received back at our warehouse and then you'll be refunded. We really apologize for the inconvenience and we want to thank you for giving us a chance to resolve this. Please let us know if you need further assistance. 

• Initial Complaint

  07/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase of over $200 in tape in hair extensions on the 22nd. On the 25th I received a tracking number. This tracking number never showed info or movement so I contacted Zala. I neve received my goods and was told if I didn't receive it by the 28th to reach back out. WELL, I never received the hair AND Zala refuses to refund me!!! They have also not internally contacted the carrier to track my item so they can see it is not with me!! I told them I would file a BBB complaint and also with my bank. This is the move dishonest company I have ever experienced, they clearly are in the business of stealing money from customers and If I do not get a response I am filing a civil suit.

  Business response

  08/01/2022

  Hi ******, I am the customer service manager at ZALA and we are truly sorry for the inconvenience caused. Please know that upon checking we can see that your order was delayed for 1 business day and this is why we still had to contact the courier first as there's still a possibility for this to be delivered. We do hope you can see we sent your order in a timely manner and it looks like this was a postal issue. We can also see that due to the delay we already reshipped the order + the shipping fee you originally paid has been refunded out of good faith. We hope this resolves the issue. We are again sorry for the not-so-perfect experience you've had. We make sure to resolve the matter the best way we can and there are just instances we need to wait for the courier update before we can provide the solution. Thank you for your kind understanding. 

  Business response

  08/04/2022

  
  We are very sorry to hear this. We understand where you are coming from. We can see that you contacted us on July 29th saying that this has not arrived and wanted us to send another item. Unfortunately, we weren't able to at the time because since you chose 2-3 business days, the expected delivery date was supposed to be on July 28th, it was only 1 day delayed. Given our policy, it states that the timeframe is only an estimate and not guaranteed. We had to wait a little bit before we can assume it was lost. Also, we understand that there were no updates on the tracking but this is why we reached out to the courier to get more information because sometimes they fail to scan the package. After a few more days of no update, we organized for the package to be reshipped and it's currently in transit. Tracking: ******************************************************************************************************************************** Again, we do apologize for the delay as it's another courier issue. Because of this do not worry! We will go ahead and process a full refund and contact the courier to redirect the order back at our warehouse. Thank you for your patience. Tell us why here...

  Customer response

  08/05/2022

   
  Complaint: ********
  
  I am rejecting this response because: I have no hair or refund and it’s 8-5-22. No email showing receipt of a refund and again, no hair. This is actually ridiculous and embarrassing on your end. Do I really need to take this higher to get my money!!!!!!
  
  Sincerely,
  ******** ********
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Zala for 2 20 bundles of 22 inch invisible extensions. I received them but i order them in the wrong color i contacted zala and asked fir an exchange paid for the return myself. I returned both bundles even included a note inside asking for an exchange in the product just in a different color. I received an exchange for the correct color but only one bundle! I contacted zala and they are accusing of only returning 1 pack of hair. Why would i keep one bundle of a completely different hair color? Zala asked for tracking number so they can compare the weight of my package which i provided. My package that i returned 2 hair bundles in weighed 2lbs compared to the package they sent me with my exchange only containing one hair bundle weight 1.22lbs. They keep saying they need to do an investigation with their warehouse. Basically i was charged for 2 22inch invisible hair extensions which i returned and they kept one and i only have one now which i cant do anything with. I was a returning customer and and very happy with zala up until this last transaction which has been a nightmare. This was my original order#US220518963 This was my request order#****** And top it off you can never talk yo anyone its only via email

  Business response

  07/18/2022

  Hi *****, thank you for your message. I am the customer service manager at ZALA and I reviewed your concern regarding this missing returned item. We have taken a look at the original order and we can see that the original order weighed only 1lb, 5.0 oz. See the screenshot attached for this. However, as you mentioned the weight of the parcel your returned is approximately 2lbs - **************************************************************************************** . We understand that it's heavier but that does not confirm that two items were returned. It is possible that it's the weight of the packaging used to wrap the set. Please know that even though there is no certainty we truly would like to assist you the best way we can, therefore, what we can do is offer store credit or send the missing item. Unfortunately, a refund is not possible since we currently did not receive the item back at our warehouse. We hope for your kind understanding and let us know how would you like to proceed. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I placed an order with ZALA on May 18th,2022. The order was delivered on May 21st, 2022. Upon receiving the package the quality was not what I was hoping for so I started my return process on May 23rd, 2022. I stayed in contact with ZALA during this time and they informed me that they received my return on May 31, 2022. It has been 2 weeks and I still have not received a refund. I paid $194.38. ZALA is trying to tell me that the goods did not return the way that they were shipped out?? I did open the product so I could see the quality, if it matched my hair etc. I made sure the hygiene seal stayed in tact, and I did NOT wear this hair. I would like to be refunded ASAP. Zala is wanting to give me store credit as they are saying the hair was not returned the way it was shipped out. Again, I made sure to keep the hygiene seal in tact. There is nothing from the store that I want. I returned the hair within a timely manner (within a week), nothing was used/worn. I want to be refunded.

  Business response

  06/15/2022

  Hi ******, thanks for your message. We are truly sorry to hear this! This might be due to the sensitivity of how our returns are tagged. With just any hint of the seal being removed, the item is already tagged as "used" because we just make sure that none of those will be restocked. We've reviewed the email you've sent regarding this and we can see that you've already been refunded. We totally appreciate your patience with this process and thank you for your cooperation. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a order through zala on April 2,2022. I accidentally ordered three of the same product. Once I realized I did this, i emailed the company right away to let them know I had made a mistake. I mailed the two ************** I received back to them on April 20th, 2022. The order numbers through zala for these two ************** are SO172049 and SO172050.The tracking number through **** for this return is **********************. I filed a claim with **** on may 10th (that service request number is ********) because they zala claimed to not have received my package yet. **** got back to me and said the package was delivered to ZALA on April 24th, 2022. They owe me $237.58 also they claim to have free returns but I had to pay $16 for shipping.

  Business response

  05/26/2022

  Hi ******, thanks for your message. I am the customer service manager at ZALA and I reviewed your concern. Upon checking, both order has been confirmed to be received back and so, you have now been refunded. :) We apologize for the wait as we need to first confirm from our warehouse that the item was received back. Thank you for understanding. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order hair extensions 4-13 received on 4-15 returned and have Proof they received on 4-22 and have emails of them giving me the runaround they said on 4-26 to give them 5-7 days ti expect refund on may 5. No refund. May 6 they said give 48-72 hours for refund. Still no refund now they are saying they sadly they have no record of return and want to only give store credit. I can provide you with all emails

  Business response

  05/26/2022

  Hi *******, thanks for your message. I am the customer service manager at ZALA and I am very sorry to hear about this experience of yours. We believe that there may have been delays in processing your return, we truly apologize. Not to worry! I just reviewed your order and can see that you have now been refunded. We thank you for your patience and understanding. 

  Customer response

  06/01/2022

  
  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,
  
  ******* ******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two different products from this business they were not as described so I returned them the website states free returns however I had to pay out of pocket for both return labels a cost of **** per return I returned them on April 1st of 2022. And I still have not received my refunds even though they have stated multiple times that they have the packages at their warehouse. This is unacceptable and I want my money back asap. I followed all of their instructions and want my refund

  Business response

  04/19/2022

  Hi *******! Thanks for your message. We understand your concern but please know that we only cover the return shipping if it is for an exchange, this is why it says on our websites that exchanges are free, but we do not cover it if it's being returned for a refund. As also mentioned, refunds are subject to a $10 restocking and shipping fees incurred by ZALA (please also see the same link as this is mentioned on our website). Please see here: https://www.zalahair.com/customer-service As for your refund, we have confirmed both orders have been received back. We do apologize for the delay in processing them as mentioned it usually takes up to 5-7 business days for the return process to be completed. We understand we are 1 day delayed and so, we will go ahead and proceed with it now. Due to the inconvenience, we will waive one of the $10 restocking fees for your order (US220476748). Thank you for understanding. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a product from them promising great quality. They said they had a warranty of 60 day and I have had them less than that and they are garbage I have throw them away. I messaged them a couple weeks after owning them and they sent me a product that didnt work. Now I have complained and they offered me 30 dollars back. Refusing to honor the situation I paid 180 for them. I had Amazon product that lasted longer. I am beside myself.

  Business response

  04/14/2022

  Tell us why here...We are sorry truly sorry to hear this. Please know that as per policy, you are more than welcome to return them for a refund, exchange or store credit within 180 days if you're not completely satisfied. To ensure you qualify for a return, please make sure you have not removed or broken the **** warranty/hygiene seal around the top of the extensions and they are in original, unworn condition. This seal does need to be intact & the extensions must not be worn or tried on in any way due to health and hygiene reasons. As mentioned via the email conversation we had with you, multiple factors such as use, application, products used, weather, sport/activity will affect the condition and lifespan of the set. Given that the set has already been used, washed, and styled, the warranty has been voided as we can no longer prove whether this is a manufacturing issue, due to usage or what has been already done to the set (as well as the time that has passed (2 mos) since your purchase.) We believe that was the best option we can give given the set has already been voided. We do understand you are not happy with a store credit of $30 but out of good faith we are willing to offer 50% of the cost your order which is $85 store credit. Thank you for understanding. 

  Customer response

  04/15/2022

   
  Complaint: 17025622
  
  I am rejecting this response because:its not fair it took two weeks for me to even receive them and plus I have not had them a full 2 months I complained one to two weeks after receiving them that they were ruined and you guys sent me another product that didnt work. So no I have been complaining since day one and I have the emails and proof. Now I deserve Tias a consumer to be helped and not pushed under the rug. This is absurd. If I had done something to ruin them I wouldnt be doing this I treated them with the utmost care. But has been a problem since day one. I would like to be helped or I will talk to a lawyer. I have never felt so bad in my life over a situation. Id be willing to send them back for you all to see. I would like a new set if you cant refund money to me or my money back 30 dollars is completely disrespectful. For a product to last less that 2 months which again I have delivery confirmations and emails saying such. Thank you. 
  
  Sincerely,
  
  *****************************

  Business response

  04/18/2022

  Tell us why here...
  We understand where you are coming from. We do apologize if there's any delay in receiving your package, please do note as mentioned on our website "All shipping times are estimates only and although very accurate, carriers may exceed these times during high volumes or unforeseen delays in their networks." - https://www.zalahair.com/customer-service Even with this said, we can go ahead and add another $10 on the store credit issued for this order. However, as mentioned since the set has been modified and it's no longer in its original state, we cannot prove why the issue has occurred, and as per our policy modifying the set completely voids any warranty. Even so, our offer is to issue an $85 store credit + $10 more for the shipping delay which is a total of $95. Thank you for understanding. 

  Customer response

  04/20/2022

   
  Complaint: 17025622
  
  I am rejecting this response because:I keep getting the run around. I am not the only person this has happened too I am completely fed up with this. I want my money back or replacements. I have been offered replacements and that is ridiculous 
  
  Sincerely,
  
  *****************************

  Business response

  04/21/2022

  Hi ***** sorry to hear this, however, we can see that you already accepted the $95 store credit and it has been issued to you already. Please see screenshot attached. Please let us know if you need further assistance. Thank you. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So the purchase was made on March 28th it was shipped the following day overnight/2day priority express shipping it is promised to be there within the time frame and the package was considered lost on the 29th and today is the 5th of April and I have had an entire week of back and forth emails with zala and phone calls with ***** and zala is asking for confirmation that the product is 100% lost as they should! Butttt ***** does NOT email customers ONLY merchants/shippers...so therefore they will not forward my claim untill the (shipper/zala) calls and confirms the package is STAIL MAIL and needs a reshipment and zala is saying they won't proceed with out written email stating the package is lost so as a customer I can't do anything to help the situation because neither party will contact one another directly however I have a open case(and claim) started with ***** I sent them this case number and I begged for a reshipment or a refund and they said they will not give it until the product is back in there hands however the package was deemed LOST as of April 5th and ***** said they will happily close the case and allow me to get a free label so I can get a reshipment as long as the company (zala) contacts them with the OK so I am stuck for a whole week with 300 dollars bieng charged to my credit card no refund and no product! So I was basically completely scammed of my money and I have absolutely no power in the situation and I can not escalate the situation till zala contacts ***** and does something my name is ***************************** my order number (#US220481629) and the case number with ***** is C-******** my agent is named ***** and my fright agent is ***** I have already contacted the ******* and ********** airport and stations both claim the package is not there however it was last scanned there a week ago so as of today they allowed me to file a claim but they need the business to further assist me and zala has made zero effort to move forward and refuse to help me

  Business response

  04/06/2022

  ***********, we are truly to hear about this experience. We hope you can see that we sent your order using all the correct information and in a timely manner, however, this is an issue with the courier that we have no control over with. But please do not worry as we can see that we replied already to your concern earlier today that your order will be reshipped, this is now actually being processed. :) A free gift was added as well to make it up to you. Please let us kniw if you need further assistance regarding this matter. :) 

  Customer response

  04/06/2022

   
  Better Business Bureau:
  
  Thank u for doing this for me I appreciate it I wish we could have resolved this sooner and without arguing with some of your employees about something I as the customer couldn't control such as FedExs emailing rules only applies to merchants but I definitely do appreciate you guys reshipping the items thank u very much 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. ↩