Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product that was not supposed to damage my hair from Mayraki professional hair product and not only did it strip all of the color out of my hair, but it also broke my hair off when its supposed to be a safe, gentle hair product but it is the furthest thing from that. Ive submitted pictures to prove that I tried to call the phone number and there is no way to contact anyone that way so I emailed them and it took forever for to get back to me. Ive placed this order back in January and they still have not given me a refund. They asked me 1 billion questions on the process on how I did this and I answered every one of their questions I have emails to prove it. It was supposed to be a keratin treatment. I went to my hairdresser and she told me theres no way this was keratin treatment And this stuff is bad. It ended up costing me about $300 to fix my hair and I had to cut it all off and change the color just to make it look normal. And Im still waiting to hear back from customer service. There is no place I can find on the website to leave a review. This is a bad product and people should know about this so they dont use it not just that the customer service is terrible. This is a bad company And I feel Ive been ripped off. I think I deserve a refund, especially when it says on their site if youre not satisfied with the product, you have 30 days to return it. But they havent even given me that option. I hope you will help me. Thank you.

  Business Response

  Date: 03/24/2025

  Hi Maam/Sir, 

  
  Good day, with this case/issue we already conducted investigation on what causes this breakage and also we requested refund to the product purchase. We already informed the customer once the investiagtion is done and the refund is approved and fulfilled we will notify the customer immediately.

   

  Regards,

  ****
  Mayraki Support team

  Customer Answer

  Date: 03/24/2025

  this issue has been going on since the end of January. This should have been resolved by now. I am very upset by this the money I have had to spend to repair my hair because of their terrible product and the runaround I am getting from their customer service is unacceptable. I am the victim here. I am not OK with their response and I do not accept their response I would like my refund ASAP. This has gone on way too long.

  Business Response

  Date: 03/25/2025

  Hi maam/Sir, 

   

  Good day and yes we already requested the refund to this case and just waiting for the confirmation. Sorry for the delay.

   

  
  Sincerely,

  ****
  maryaki Support team

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hair Mayraki Anti Grey Shampoo claims to have no dyes or harmful chemicals however after just two uses I am questioning that entirely. Only after two uses, my hair color was noticeably darker. The next day, I look at the palms of my hands and it has dyed my skin dark that present as random blotches and they have not gone away yet its been two weeks. Also, when inspecting my roots of my hair, I noticed dark coloring in all of my pores that were on my forehead where the shampoo touched it. It has also dyed spots of my white shower floor different colors of darkness and that has not worn off as well.

  Business Response

  Date: 03/16/2025

  Hi Maam/Sir, 

   

  Good day and this is well noted. we would like to help the customer and did not received email or message from her. Please reach out to ********************************************************************.

   

  Thanks,

  ****

  Mayraki Team

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Mayraki Organic Hydrolyzed Keratin Instant Smoother System - Organic Keratin treatment for damaged hair, organic keratin treatment at home, natural Brazilian blowout for instant smooth hair | 6th Generation, Formaldehyde-free, Set of 2. I used this system last night and it turned my black hair orange!!!! I am absolutely livid. I have tried to contact the company and I have not gotten a response from them. I am seeking a full refund and a trip to the salon because I need my hair fixed. This is absolutely awful. My hair is orange and I cannot go out like this. I am completely devastated.

  Business Response

  Date: 03/06/2025

  Hi Maam/sir,

   

  Good day, with this complain we are still investigating the cause of the orange hair after the keratin treatment since this is unusual. Since the customer want refund immediately we will be requiring to return the unused product so we can request the refund for the full amount.

   

  If you have more questions to this please let us know.

   

  Sincerely,

  ****
  Mayraki Team

  Customer Answer

  Date: 03/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I NEED A RETURN LABEL!!!!!!!!!!!!!!!
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered a product from Mayraki Hair and it has been a month but they dont send the product. They dont refund my money as well. I have contacted them couple of times. Just a generic reply but no care at all. At this point I dont think they will send or refund the money unfortunatelly. Terrible!!! Worst experience I had.

  Business Response

  Date: 03/04/2025

  Hi Maam/Sir, 

   

  Good day, The order is already shipped and currently received by their local customs, once the ordered is cleared by the customs this will be delivered immediately. This is the tracking number of the customer for your reference.

  
  Tracking number: LR318336388NL

   

  If you have more questions please let us know.

   

  Warm Regards,

  ****

  Maryaki Team

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered hair mayoral keratin treatment in Dec. I received it and decided to return it unopened. I sent them the tracking number and they have acknowledged receipt of package. However, I have been trying to get my money back and they keep saying they will notify me when the refund occurs. Its been over thirty days. Please help me get my money back.

  Business Response

  Date: 02/04/2025

  Hi Maam/Sir,

   

  Good day! With this case, we already received the returned and inform the Customer that we will refund the Product amount. Normally it will take 10 business days to process the refund however we experience delay and apologies for this, Rest assure that we will make follow up on the refund amount and will inform the customer immediately.

   

  Sincerely,

  ****

  Customer Answer

  Date: 02/04/2025

  Ive been waiting almost a month for this refund. They keep saying its been approved, but they are waiting to process it. Id like my refund immediately. 

  Business Response

  Date: 02/05/2025

  Good day!

   

  We already informed the team that handles the Refund, there will be no new arrangement and we will refund the product as promised.

   

   

  Sincerely,

  Mayraki Team

   

   

   

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** M ********
  
   
  

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (1). Sep 28, 2024 I inquired Mayraki Hair via email if I can return the product.(2). Sep 29, 2024 Received a response from ** and asked me to send picture of the product. On the same email, ** said the refund should reflect within 7-10 business days after their return center receives the product and verify if the product is new and in its original packaging.(3). Sep 30, 2024 Sent picture to KC as requested (4). Oct 1, ******************************************************************************** ***********(5). Oct 3, 2024 I provided to KC the Canada Post tracking # and made several follow up after.(6). Oct 27, 2024 I received an email from ** confirming receipt of the product and that I will be refunded.(7). Nov 20, 2024 Date of my last follow up and all I was getting from KC since October was general responses that I will be refunded, already created ticket, followed up with billing, etc.(8). It is now Dec 15th and I still havent received the refund or response from my last follow up.

  Business Response

  Date: 12/18/2024

  Dear Russhell,
  
  
  I sincerely apologize for the inconvenience and frustration this delay has caused. I understand how important this matter is to you, and I assure you that we are doing everything we can to expedite the refund process. I have escalated your case to our billing department with high priority and am awaiting their immediate response. I will keep you updated on any developments and ensure that your refund is processed as soon as possible.
  
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  KC

  Customer Answer

  Date: 12/18/2024

  Thank you for looking into my case.  I am not accepting Mayraki Hairs response at this point.  It was the same response I received before from ** saying its been escalated to the ****************** and refund will be processed as soon as possible.  Kindly keep this case open until my refund is issued.

  Business Response

  Date: 12/22/2024

  Dear Russhell, 
  
  
  Thank you for waiting. Please be advised that this has been refunded. We appreciate your time and patience. 
  
  
  Best, 
  Hair Mayraki

  Customer Answer

  Date: 12/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around agust I made a purchased at hair mayraki I bought the hair loss shampoo and I also bought for the gray hair the total amount was 133 dollars and as soon as I got the shampoo I was very excited to use it and when I used tge shampoo and the 2 bottle my hair kept falling out and I never experienced something like that before and I was so scared and I almost stopped the showering and I immediately took pics and I contacted the company I send them an email and pictures of my hair I was so scared and they asked me if I used something else I said no that was the only thing that I used and after a while they send me an email saying that I can keep the products that they will refund me the money but they said if it was okay if they give me store credit and it was *********************************************************************************************************** and said they don't have it bit I check the website and it was still available but they said it was not and they said they were going to refund me and I said okay and I made a request to please give me the full refund me back to my credit card because I paid 56 dollars with my credit card and I used 63 of store credit but since my hair fall out I am scared to try their products so I want to please get the 63 dollars back to my credit card please I can't believe that you show them proof of what happened what their product cause and they still want to force you to buy products and I call and they always say theres no customer service available and they dont answer my emails they don't care about people's health they just care about their business

  Business Response

  Date: 12/08/2024

  Hi ***** ,

  
  Good day and we hope this email find you well, may we know how can we help you and what refund are you asking to us? we already partially refunded the 10147499 and refunded this order id ********. I already sent you separate email to check how can we help you with this cases.

   

  Sincerelym

  ****

   

   

  Customer Answer

  Date: 12/12/2024

  I do not accept the respond because they are saying that is beyond 30 days but I contacted the company right away before the 30 days and they still didn't wanted to refund me thaty only want to give me store credit and it says 30 day refund and is not true because they makeup excuses to not refund the money and then they said they will contact you and sometimes they don't even answer  the emails is so hard to communicate with the customer service and by phone they never answer no matter the time and I tried  using the store credit and it was not my fault that they didnt had the products and I dont want to buy shampoos again and I already bought a hair brush so I dont need anything else anymore so all I'm adking is to please just refund me the 63 dollars back to my credit card please I even wanted to send the product back but they said keep it so I'm not trying to lie or steal I have the proof to me it just doesn't make sense that you tell a company that it made a bad reaction and they dont care 

  Business Response

  Date: 12/15/2024

  Hi Maam/Sir,

   

  Good day and hope this email find you well, The original issue was Extreme hair fall on Mayraki Hair Growth & Anti Hairloss Shampoo Kit as she purchase bundle with hair growth serum which cost $99USD for this bundle product. Since this is bundle we refunded $36.70USD on original payment and agreed to $63 USD ** as difference as goodwill.

  Now she purchase again with order number 10150800 using the ** and got cancelled. I offered her to return back the ** since this originally we gave her Store Credit.

  Due to her complain i am requesting if the ** can be converted to her original payment and waiting for the response of the billing.

   

  Sincerely,

  ****

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I could return my product because I did not know this product I ordered would change my hair color if it was dyed. So they said I could return it since it was still in the box and unopened. I ordered the product in Aug and returned it within the window. I have reached out to customer service over 15 + times prob more like 20+ and was told I would receive a refund this is going all the way back to Aug 22nd. Ive finally realized they are not going to refund me. Very disappointed in this company.

  Business Response

  Date: 11/23/2024

  Dear BBB, 

   

  Thank you for reaching out. We'd like to apologize to the customer for the delays in refund. I just asked the billing again to get this refunded. 

   

   

  Sincerely, 

  KC

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed 2 orders for Mayraki Anti-Grey Color Restoring Treatment (2 tubes) per order. I tried to cancel 1 order immediately. They shipped it anyway and charged me. I thought if it worked, I would keep it. I used one tube per the instructions. I have white hair and apparently no color left to restore. I have been calling the phone number, but no one answers and you cant leave a message. I started emailing, but wasnt getting a response. When I did start getting responses the wait time is well past the 24 hours stated on the phone line. I read the return policy online. I looked up the address in *********** and *****d 2 unopened tubes to that address. I put a written request with the order number inside. They returned the package and still wont provide a refund. I have 3 unopened tubes I wish a refund and my ***** fees for the shipment I paid for.

  Business Response

  Date: 08/13/2024

  Dear BBB, 

   

   

  Thank you for reaching out. Please be advised that we have already discussed this with the customer. She sent back the parcel to a wrong warehouse address the reason why we could not process a refund. She decided to just send back the remaining unopened items she has. 

   

  Best,

  Hair Mayraki

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  I just got a request to send photos showing the product is unopened.  I do want to ship them back for a refund of the unopened items.  The reply indicates I just want to ship them.  There is no amount of refund listed.  I asked over and over where to ship.  They intentionally did not reply.  So my cost of shipping should be included.  I shipped to the Bakersfield address listed on the internet, which is also the address listed with BBB.  I was just emailed this week that there is a warehouse in *******.  I can drive there saving all parties shipping.  I want a full refund for the 3 tubes of product.  I want that amount listed in an email to me and the BBB and then credited to my credit card.
  I want an RMA issued within 24 hours to the BBB complaint with the full address in *******, **.  I will be happy to deliver the unopened product immediately.  Then I want actual refund of my credit card issued the same day I return the product.  No more vague untimely responses.  Thank you

  Business Response

  Date: 08/13/2024

  Dear BBB, 

   

   

  The RMA has been provided to the customer. 

   

  Best, 

  Hair Mayraki

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:
  This is the email I sent 8/14/24:

  Hi,
  
  
  I drove to the address today and left the box with 3 unopened products, copy of order numbers, RMA number and attention *****.  The box was handed to *****.  She put a sticky note on the box with my name and phone number.
  
  
  Could you confirm receipt of the box, and let me know the amount of refund to my credit card.
  
  
  Thank you
  ***********************
  ************

  
  

  Business Response

  Date: 08/15/2024

  Dear BBB, 

   

   

  We just requested the return tracking number from the customer. Once received, we will process a refund. 

   

  Best,

  Hair Mayraki

  Business Response

  Date: 09/04/2024

  Dear BBB, 

   

  Thank you for reaching out again. We have been explaining to the customer that we cannot process a refund yet since the parcel is not returned to the warehouse yet. The ***** tracking number she provided shows that it's been returned to her address: ******************************************.

   

  Sincerely,

  Hair Mayraki

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  
  *****,
  
  That is not true.  Read the email string.  They keep telling me they lost the box in the warehouse and cant locate it.  They are trying to blame me because I personally delivered it and did not use a delivery service.  They can track it by the *** number in the box.  ***0814242057.
  
  I drove to **************************************************************************
  
  It is the address on the ***.  There is a granite/stone counter shop next to a large warehouse.  I went into the warehouse with the box and there were only Chinese people working there.  The name on the *** was Suuny.  I went towards an area where I saw staff.  I asked to speak with *****.  That lady and some standing to my side corrected me and said it was ***** and she was not there yet.  A Chinese man with a little boy beside him said follow me.  He took me a little distance to a table with shelving around it where several Chinese women were handling boxes.  I asked if this was a business.  A lady said yes.  I said I had a box for Mayraki and was instructed to give it to Sunny.  A lady stepped forward and asked, is this a return?  I said yes.  I showed her the email of the *** on my phone and it was in the box.  It was 10:41 am.  She said she would take the box, she said to me I accept your box and it is undamaged.  I asked again if ***** would get it.  She said yes, ***** would be in later that day.  She asked me how ***** could contact me.  I told her, my contact information is in the box with the *** number.  She handed me a sticky note and asked me to put my full name and phone number just in case.  I did.  I then asked, what is your name?  She answered, *****.  She thanked me for coming and said the box would be given to ***** later that day.  
  If you read the email string, I responded to them saying I delivered the box to ***** before I left to go to my car.
  
  The next communication I got is what is my tracking number.  I told them it is their *** number.  I dropped the box in person and didnt need a delivery service.  They just keep repeating what is the tracking number.
  
  I have not lied.  They have the box.  This is their warehouse, their employees, and the *** number is on it.  You cannot just do a computer inquiry from offsite to look for a mail delivered package when the employees took it from me personally.  Call the warehouse manager, and ask.  I was the only white person there, so I am pretty sure this was something they will remember.  ***** will be on their payroll.  Can a statement be obtained from her and *****?  What is the warehouse managers name and phone number?  What is ****** last name and phone number? What is Sunnys full name and phone number?  You dont have to give them to me, but you should be able to verify my delivery yourself with a phone call.  I spoke to 5 employees while I was there.
  
  Also,  where are the people I am emailing actually located.  I have asked for full names and address and not been given a reply.  
  
  Are they really saying Im lying.  I returned 3 unopened products, two copies of my orders, the *** email, and my full contact information.  I was told by ***** my return was accepted and would be given to *****.  I even asked if I should wait and come back when ***** was there.  ***** said no.  She would take care of it.
  
  Why are they just not talking to their employees.  Can you ask them to show you a statement from ***** about her conversation with me?
  
  I really dont understand why all this hassle.  They are actually lying.  They have the return.  Why is no one helping me?  I just want what is fair.  They have stolen my money at this point and are responsible to account for that.
  
  I cannot be the only person who has dropped off a return in person?  What is there procedure for boxes delivered in person and not by some delivery service?  Is it normal for a company to call an honest customer a liar?
  
  Thank you
  ***********************
  ************
  

  
  

  
  

  Business Response

  Date: 09/11/2024

  Dear BBB, 

   

  Thank you for reaching out. Please be advised that we have finally found the parcel. The customer was refunded yesterday for orders 10142787 and 10142756. She may need to call her bank to confirm. Thank you. 

   

   

  Best,

  Hair Mayraki

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: ******** Date of transaction: 06/08/2023 Mairaky keratin burned my hair that was previously bleached. My natural hair just got super dry. So I ended up with a mix of burned, orange, and dry hair after I use the keratin smoother system.For that reason I was contacted twice.The first one I was offered a refund just for the bottle that I didnt use, they wanted it unopened and sealed. Even when I explained why that was impossible ( I ordered two boxes because my hair is thick and long. I thought I would need a little of extra product back when I purchased it When the product arrived I didnt bother on checking the product packing and quantity, I just opened the two of the boxes thinking I would need them both)The second one was when I left a full bad review with pictures and a video of my hair destroyed by their product. Got a thank you for my review email and after that I was not contacted again. Now, Im filling this complaint again, because its been a year since I used their product and I havent recovered the healthy hair I used to have yet. Its been a year of K18 treatments, deep hydration services, masks, special shampoos and conditioners that I had to pay for. I feel like I deserved some sort of compensation. The sad part is that even if I take pictures today yo can see my burned hair as a result of the poor quality of your products!!

  Business Response

  Date: 08/06/2024

  Dear BBB, 

   

  Thank you for reaching out to us. Please be advised that this has already been escalated to our team member who originally handled this ticket. The customer will receive a separate email. Thank you. 

   

  Best,
  Hair Mayraki