ComplaintsforBellami Hair

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date 4/20/24 ship date 4/22/24 order #SO1952910 item #****** Magnifica 240g 24 inch ash blonde(60) First I am a repeat buyer of this company and Love there product this is my first problem in years. I am upset I have to make this complaint . I will still put a good review if they ask me too after solution. The nature of my complaint is the sample did not match the hair in bag. The sample was beautiful curly bouncy and the color was slightly off but I could use it still. I measured it out it was perfect size bounce and feel was nice. It had a smell to it tho. I decided after checking the sample I was satisfied with the sample and the hair in the bag should be the same way as this sample. I proceeded to open bag and Hair was completely straight no curl no bounce and the container was a plastic bag with a sticker on it you could open and close it no tamper resistance on this no sealed container like every other order I have purchased. I have video on opening delivery bag that day and the bellami hair bag you can see by the video the color and the flatness of hair quality did not match the sample promised in my order. I do buy for the bounce and curl they provide . Therefore this is not fair for a 409$ purchase as a repeat customer. I do believe because of the non sealed bag someone mixed this up or it was used or they are not fulfilling what they promised with sample hair. Im upset also bc I paid for extra for safety of hair and it was knotted and also had a black spot or bug in the 4 tiny pieces . I took video of all this date at arrival . Hair was not worn . I did a video bc I read many complaints and I did not want any issues. I do Love and stand by Bellami Hair and will continue to buy in the future . I have bought every year with the most satisfaction from this company and I do believe this was a fluke or mistake because they always send curly bouncy hair the right color and a sealed package . I hope they understand I pay a lot and speak highly of there company and Id like them to resolve this by returning my money or sending me a new set that is exactly what I ordered with bounce and a sealed package the correct color and inspect it before sending . I am financing through affirm and it cost me $500 for my package I paid 409$ with rush two day delivery which was actually three and a extra for protection and it was knotted please see video and delivery was thrown on ground in front of my door in a light bag no box . Replacement or refund I expected curly bouncing locks as the sample indicated.

  Business response

  05/07/2024

  Hello ******! 
  
    
  
  Thank you for your email! We are more than happy to be of assistance. 
  
   
  We do apologize for any issues experinced, at this time a refund has been issued per your request!  Please note that processing time usually takes between 3 to 5 business days for the amount to show back onto your original payment method, this does not include weekends or holidays.   
   
  
  Please tell us if you have any questions we can help with! 
  
    
  
  Warm ************************************************************************** ************ 
  
  Hours of Operation: Mon-Fri, 7AM-4:00PM Pacific Standard Time

  Customer response

  05/07/2024

   
  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

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of extensions from Bellami hair. I paid extra for two day priority shipping. My packages was expected to arrive 11/8/23. I still have not received my item and the shipping does not show delivered. It shows delayed. I contacted Bellami and they apologized and said they would over night my order. I still have not received my item I have paid a lot of money for on 11/3/23 my order number is *******

  Business response

  12/13/2023

  Hello *******! 
  
    
  
  Thank you for your email! We are more than happy to be of assistance. 
  
   
  We do apologize for any issues experienced! At this time we can of course proceed with issuing the replacement package or process a refund. Please advise as to which option you would like so we can process this request as soon as possible. 
   
  
  Please let us know if you have any other questions that we can help you with! 
  
    
  
  Warm ************************************************************************** ************ 
  
  Hours of Operation: Mon-Fri, 7AM-4:00PM **************** Time   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amount paid $374.50 Original transaction processed 5/29/23 Exchange processed 7/1/23 I purchased these hair extensions that are advertised as 100% human hair, I have been a customer with this company for over 3 years although they continue to send me hair that gets tangled starting after 2 weeks and it not good quality. I now believe they are either using VERY LOW quality hairs or mixing synthetic hair with the human hairs.They have done exchanges for me in the past, this was one of the times. But the exchange products quality was even worse than the first product I received and when I contacted them re: the issue on exchanged items -this time -they told me 2 months is too long to wait although these extensions (under good care - which I use should last 6 months min to a year or more)They continue to tell me how to care for the hair which is basically by brushing it. But it tangles into a huge disaster after about every 15 minute of brushing it or putting the clips in which should not occur in such a time from quality and pricey hair extensions. I have worn extensions for 15+ years and know how to care for them as I have never once experienced such issues from any other company of extensions. Not even cheaper ones.

  Business response

  10/05/2023

  Hello *****!

  
  We are happy to offer an inspection of the complete set for a refund. The inspection will allow our quality control team to review the concerns that you have expressed to us. The return address is listed below.
  
  
  We have also gone ahead and requested a return label to be sent to the email address on file. Please allow ***** business hours for processing time to receive this label. Once received please print that label out and ship it back with the designated carrier.
  
  
  
  
  *** # ***80324933131707288
  
  
  BELLAMI HAIR / Returns
  21123 *******************
  Chatsworth ** 91311
   
  Please include the *** email or just the number that we sent you in your return package.
   
  1.  Please indicate that you are returning for inspection. Your account has been updated with details of the concerns you have expressed to us. 
   
  2.  We strongly suggest keeping your tracking number, so we can confirm your package has been safely delivered to our shipping facilities!
   
  3. The returns department will get to your package within **** business days once they do, you will be notified.
   
  You have 30 business days to accept the offer and send back the original/defective item.
  
  
  If you have any further questions or concerns, feel free to contact us again at any time as we are always here at your service!
   
  Best,
  Team Bellami 

  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 4th 2023 I had 2 rows of Bellami 20 inch flex weft color ***** blond 8C installed . This was my first time wearing Bellami. I have worn hand tied extensions for roughly two years. From the day they were installed, the hair was shedding from weft in clumbs. I was losing ****** hairs from the day of the install. I have never experienced this with any other brand of hand tied hair. I immediately reached out to my stylist and she said that was not normal and to send pictures. I sent a lot of pictures of all the hair that was falling out. She said she was emailing and sending the pics and no one was responding to her. I reached out as well, but Bellami refused to help me since my stylist bought them. Its now been 5 weeks since my install and I still lose clumps of hair daily. Im scared to brush it or even wash it. The hair looks terrible as it is so thin! Its only been 5 weeks!!! My previous extensions lasted 9 months. I told my stylist I would try them again if they replaced the hair and she said Bellami CS doesnt respond. So Im out the cost of the hair I paid for??? I want replacement sent to me or my stylist and Bellami can have these back.

  Business response

  09/22/2023

  Hello ******!

   

  We of course want to further assist but if the purchase was made through your stylist or salon we will have to speak to the account holder to proceed with any solution. If you can please provide the First name,Last name of your stylist as well as the Salon name and number so we can reach out to the account holder to work with them directly on a solution. 

   

  Best Regards,

  Team Bellami 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order, this is my order number PRO824290, for items to be purchased on if you are a professional. My account is a pro account however my order didnt reflect the pro prices. Called the customer service number listed on the website ************** relentlessly no one even answers no matter when you call. The online chat service is always non working. Sent an email requesting an adjustment for the error received no response. Bad business all the way around why do they have a number that no one is working. How do they resolve customers issues? Its ridiculous and the difference of money owed is over ******.

  Business response

  08/29/2023

  Hello ****!

   

  Looks like you spoke to a rep on August 10th and a refund was issued for the pro pricing :) In total a refund of  137.70 USD was provided back. Normally this does take 3-5 business days to reflect back onto your account. We do see the purchase was issued through paypal so your refund could be with held in your paypal account. We would suggest to double check your paypal account or contact paypal customer service as the process can sometimes take up to 30 days to deposit funds to your desired account. We have gone ahead and emailed you the refund confirmation so you can reference the Authrization Key and Payment ID to further confirm with paypal. 

   

  Best regards,

  Aryshia 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new set of Bellami professional extensions through my stylist. They were installed on 11/29. I reached out several times since then, starting at a few weeks of installation. My stylist I believe reached out after my first move up (6 weeks). I was very concerned with the quality and feel of the hair instantly but assumed I just needed to wash it all together and get used to it. The hair was not the same length throughout. Was sent with split ends and was course and felt dry and dead. Typically new hair feels amazing! The first 6 weeks I did not use any heat at all. I have had extensions for 4 years and this is my 3rd set from Bellami. I use the suggested shampo/conditioner, loose braid, satin pillowcase; etc. I do not blow dry my extensions.I reached out in multiple occasions and have received no reply. As has my stylist. Its really unacceptable considering the price of my hair was $600 and Ive seen better quality with cheap brands. ***************** quality and accountability should be the backbone of your business.

  Business response

  05/25/2023

  Hello ******!

   

  We are so sorry to hear about the trouble you are experiencing and want to take care of this for you. Our highest priority is to always provide the best quality products and service to our customers and we do appreciate all feedback we receive as it helps us to achieve this.
  
  In order to best assist you, would you mind sending through some photos of the issues you are having also a detailed description of the wear and care? We were unable to locate a purchase under the information provided but if this item was purchased through your stylist we would to contact us directly as they will be the account holder. We would be happy to reach out to your stylist directly if you provide their name, number, and email address so we can further assist. 
  
  We look forward to your response.
  
  Best,
  Aryshia

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  100% real remy hair is the highest quality human hair on the market and Bellami hair claims their clip in extensions are just that. However, my hairstylist was able to confirm that the hair they sent me is in fact a synthetic blend and that this company scammed me. Not only that, when I went to the company and explained the situation, they quoted their policy, claimed I altered the hair, and offered me a discount to buy more hair from them, which is a complete joke. So lets go back. My professional stylist, recommended Bellami products to me as she is certified in their hair extensions and installs them. I wanted clip ins so I could take them in and out as I wanted. I bought them in Nov 2022. We followed all instructions starting with the test strand. The hair arrived YELLOW. So as any platinum blonde, how do you remove brassy yellow? You purple wash it. So we used salon grade purple shampoo mixed in a bowl with water and dipped the strand then rinsed. It came out beautiful. We felt it was safe to then do the rest of the hair. Upon dipping the rest of the extensions, they soaked in all of the purple pigment and turned purple/grey color. This was a DIP. They did not sit and were not color or bleached. My stylist attempted clarifying shampoo. It did not come out at all. At this point, she knew this was not real human hair. Real human hair does not behave this way. Since I went on vacation a day later, then Christmas, new years, work, and Im now on leave, I just now had time to rectify this issue with the company who seems to think their policy is the law and that scamming people is okay. I will not hesitate to get lawyers involved if need be as my professional stylist confirmed this hair has to be a synthetic mix and would not touch it any further beyond the wash we did. Bellami refused to make this right based on policy and their claims it was altered when it was simply washed after following THEIR instructions. This has never been worn, cut, colored, or anything.

  Business response

  03/14/2023

  Hello ******!
   
  Thank you for your email! We are more than happy to be of assistance.
  

  We do apologize for any issues experienced unfortunately we do advise that any alterations done to the hair that affect the length, color, or texture will be under the customers discretion and be considered final sale. Using purple shampoos will affect the color composition so per our normal policy this set will be considered a final sale item. We do always advise to contact us as soon as possible within the 30 business day return policy to highlight any concerns immediately so we can properly resolve these issues as soon as possible. We of course want to further assist and are happy to offer an inspection of the complete set for a replacement or refund depending on the inspection results. As per our normal policy once the warranty seals have been voided and the packaging opened the set will be final sale. Since the set has been opened we cannot guarantee a return for refund until the set has been inspected to ensure the item meets our quality standards to accept this item back for a refund. If the set has been tampered in any way meaning used, washed, straightened, curled, cut and or dyed a replacement set will only be eligible. If you would like to waive the option of a possible refund we can of course proceed and expedite that final sale replacement package! Please advise if you would like to proceed so we can get that order created for you as soon as possible. We will go ahead and void the current 20% off code previously provided. 
  
  The inspection will allow our quality control team to review the concerns that you have expressed to us, so I want to thank you again for the feedback. 
  
  We have gone ahead and requested a return label to be sent to the email address on file. Please allow ***** business hours for processing time to receive this label. Once received please print that label out and ship it back with the designated carrier.
  
  
  Please let us know if you have any other questions that we can help you with!
   
  Warm Regards,

  Team Bellami

• Initial Complaint

  02/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The merchant has been unresponsive, I never received the product I paid for and after numerous inquiries as to a solution sent via email and by phone. *** received no reply and cannot get through to a live agent calling the number listed on the website either.

  Business response

  02/28/2023

  Hello ********!
   
  Thank you for your email! We are more than happy to be of assistance.
  
  We do apologize for any inconveniences experienced! At this time we do see that on the 6th a conversation with a representative regarding the missing package was made. That representative did go ahead and proceed to send a reshipment package to the requested updated address provided below on February 7th. A further notation was added stating that the claim filed by the recipient to the carrier had been issued but attempted to cancel.

  We do see that another follow up was made through email on February 8th stating that the claim submitted through the carrier advised that they had located the original package and issued a delivery so a request to cancel the reshipment package was processed. At this time the reshipment package is currently being returned to sender. 

  Updated shipping address:

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

   

  Tracking for reshipment package: 

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

   

  Tracking for original shipment:

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

   

  Last response:

  2/7/2023 4:56 pm730986033 *****************************

  Hello,
  
  I finally received my order this morning after I filed a claim with **** they located the package and delivered it. After I opened the package not only does the color not
  Match but it was one piece of hair. Is this a joke? What is your return/exchange policy? Because I am not paying $100 for
  One strand of hair thats absurd! I will call during business hours as well for more assistance as your establishment is unresponsive!
  
  

   

  We do see that the item purchased was our BELLAMI Silk Seam 60g 24" Volumizing Weft Platinum Blonde (80) which is just one 4 clip weft we do offer set extensions that can offer 5-7 wefts but the silk seam volumizing weft is just a complementary item which is made to complement our silk seam clip in sets to add further volume if needed. We do apologize if the product did not work and If you are unsatisfied with the volumizing weft we do offer a return policy!  

  Please use the link below to set up a return or exchange for an order! Make sure to use your BH# or PRO# order number. 
  
  ***************************************************
  
  Please enter in your order number and email address in the designated sections! You  will be then prompted to select which item you would like to return, the quantity and the reason why you are returning the item.
  
  If you are wanting to do an exchange, it will have you select the item you are exchanging for!
  
  Please note, exchanges will only be accepted and processed if they are of equal or lesser value.
  
  Once everything is confirmed, you will then be prompted to select a *** drop off location to take your return to as your final step!
  
  Once the tracking number has been scanned, your refund will be automatically processed, however, it can take up to 24 hours to receive this notification in your inbox. If you are doing an exchange, the item will be shipped out once the request has been received in the system. Please allow 24 hours for your exchange shipment confirmation to flow into your inbox.
  
  Please then allow the normal 3 to 5 business days for your bank or credit provided to reflect those funds back onto your account.
  
  If you have any other questions, please let us know!
  
  Best Regards,

  Team Bellami

   

  
  

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They closed my account that my $1200 digital certification is on. I cannot access the class or my account to order hair for new customers. I need to be able to access my account. I called to have it reset and now I cannot access it yet again and no one will contact me except for the text person who is useless and keeps telling me to hang tight. I would like access to the account and class I have paid for and been using since July, no one will contact me.

  Business response

  02/16/2023

  ********************!
   
  Thank you for your email! We are more than happy to be of assistance.
  
  We do apologize for any inconveniences. We do see that the professional account associated with the email address of ******************* is still activate! We gone ahead and sent a reset password link so you can go ahead and update your password if you are having some login trouble.    

  The online course portal does not expire but if you need a password reset please let me know. We do see that the last login activity for this account was February 5th, 2023 at 3:29PM but if you are unable to access the account now please let us know so we can have that *********** away!

   
  Warm Regards,
  Aryshia
  

  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I let my hair guilt talk me into doing weft extensions. It Bellami hair she said. It's the best she said. The valine weft is amazing she said and she said she told classes on installing them. They would not damage my hair is what I was promised. I was also told I could go 6-8 weeks without moving them. Well..:. I literally had them in for 6 weeks and they destroyed my hair. I list more then half my hair because they pulled and were way to heavy for my hair. They are not for people with fine hair and that is not disclosed anywhere on your site or in the fine print. You have people representing your company who don't know what they are doing and making promises that are false. You should be ashamed I am attaching what my hair looked like prior to your damaging extensions and what it looks like now. What this is causing me mentally is huge!

  Business response

  02/21/2023

  Hello *****!

  We apologize for any issues experienced. At this time we are more than happy to provide a proper solution due but we will need some information regarding the purchase. At this time we were unable to locate any orders under the information provided, was this purchase made through your salon or stylist? If so can you please provide the name of the stylist or the salon as well as the date purchased so we are better able to locate this order history. 

   

  Best regards,

  *******

*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. ↩