Business ProfileforTruly You Hair Solution Center Inc.

Horrible customer service, refused to take any responsibility for issues with hair piece. Brushed aside all my concerns and made me feel genuinely horrible *** ************

Hi *******, We sincerely value your business as an existing client and appreciate the opportunity to address your recent experience at Truly You. Your concerns came to our attention one year after the wig was purchased and worn. Generally, there will always be some wear and tear at the one-year mark--- regardless of how often the wig is worn, whether that be daily, four times a week, or less. With that said, regular maintenance does help to improve the longevity of the system. Our clients typically bring their wigs in every two months for maintenance, which includes clarifying the wig, removing any residue and oil from the base, and reconditioning it. Wearing a topper differs from wearing a full wig. A full wig covers the entire head, absorbing the client's scalp environment, making regular maintenance crucial. We do not offer any guarantees on how long a system will last, as its longevity varies based on several factors. However, we generally inform clients before purchase that a human hair system will show wear and tear in roughly one year, sooner if not properly cared for. If there had been any issues from the beginning, we would have appreciated you bringing them to our attention early on so we could properly understand the concerns, make any necessary changes to the wig, and review proper care techniques to ensure we are all aligned on how to maintain the wig. Once you did bring your concerns to our attention, we worked directly with the distributor to see how we can best solve the concerns you were having. Truly You and distributor **** ******** collaborated extensively with our manufacturer to investigate and repair the wig to your satisfaction. From that investigation, we provided a full report, step by step of what was done to repair the wig with a minimal fee charged. We appreciated your patience as a thorough investigation takes time. Finally, we want to assure you that we did not charge an additional cost for the longer hair system. Knowing that length was important to you and that the desired perm would shorten the system, we aimed to ensure you had the length you wanted at a fair price as an existing client. As a small business, we are dedicated to providing the highest quality products and services while creating a caring and safe community for our clients. We aim to reduce anxiety in an already challenging hair loss situation, and work tirelessly to ensure our clients leave happy with their product and feeling great about themselves. This commitment is why Truly You did everything possible to service your wig and address your concerns to ensure your satisfaction. We hope you understand that after one year of wear and tear, there is only so much we can do to maintain a product; and we can never restore it to its original state. In the future, we please ask that you return to us within the first 3 months with any issues you are having. We are always here to support our clients and never want to leave them in the lurch. With that said, we would love the opportunity to continue to serve you and ensure your utmost satisfaction with your hair replacement products. We regret any inconveniences or miscommunications you faced during your recent experience. We are always here to assist you in any way possible. Best, Management