ComplaintsforBellami Hair

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened the package and immediately washed the hair. I followed the instructions to a T! I immediately sent video to customer service and they sent me the response that I provided. I replied to them and they just stopped responding. I still have ********** hair just sitting here unable to use. I would like a refund. So many people I've spoken to about my experience say that they've had the same with the hair and that customer service was NO help.

  Customer response

  01/03/2023

  I have yet to hear back from the company. I would at this point just like a full refund.

  Business response

  03/17/2023

  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 would you be able to send over some photos of the issues you are having today as well as the description of the wear/care of the item? That will help us in finding a solution for you! As well can you also confirm the order number and the specific color/length you are experiencing these issues with in your email so we can forward that response to our quality control team for further review :) Also would you be able to provide the order number or the first name, last name, email address or shipping address associated with the purchase. 
  
  Please let ** know if you have any other questions that we can help you with!
   
  Warm Regards,
  Aryshia
  

  Customer response

  03/17/2023

   
  Complaint: 19322117
  
  I am rejecting this response because: It has been 2 years since I received my hair, immediately reached out to Bellamihair with my concerns and have been ignored. 
  

  When I reached out to Bellamihair, I included videos, pictures, detailed information regarding my concerns, etc. I no longer have the photos and videos nor do I have access to the email address that I used when making the purchase (***********************). 
  

  I would like my refund of $330.78 and nothing less. Bellamihair is a scam and I wish I had trusted the many reviews that said the hair is of poor quality and is NOT real Remy hair. 
  Sincerely,
  
  *********************************

  Business response

  03/27/2023

  Hello *********! 
   
  Thank you for your email! We are more than happy to be of assistance.
  
  We do apologize for any issues experienced unfortunately we were unable to locate a purchase under the email address provided. At this time would you be able to confirm the shipping address used at time of purchase so we can further locate this account. 
  
  Please let us know if you have any other questions that we can help you with!
   
  Warm Regards,
  Aryshia
  
  
  
  

  Customer response

  04/12/2023

   
  Complaint: 19322117
  
  The shipping address is 

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

  lad ***** ** 89148
  
  Sincerely,
  
  *********************************

  Business response

  04/27/2023

  Hello *********!
  
  Thank you for sending through your confirmation. We can see that your BELLAMI'S were purchased in August 2021, which may be the case that they are past their lifespan.
  
  Being a natural product, they have a lifespan of  3 - 6 months max!  Please keep in mind that the hair  is essentially "dead" hair that is not attached to the scalp and therefore not receiving the vitamins, moisture and nourishment that hair needs to be able to maintain itself over a longer period of time. More so, as they are attached to a weft by glue and thread as well as other manufacturing materials, shedding as well as tangling cannot be avoided and over time through the use of wear, tear, washing and styling the overall quality can deteriorate. 
  
  They are a temporary product and therefore do need to be replaced. Since this purchase was placed over a year ago due to the time frame we cannot honor a return, exchange or inspection. As a security measure we only provide a return time frame of 30 business days once the item is originally received as we do not keep your personal card information for your own safety. At this time we can only provide a 25% off  coupon towards your next purchase as a one time courtesy this discount code cannot be used in conjunction with any current promotions or discounts.
   
  Z340EBASQM2R
  
  Best, 

  Aryshia 

  Customer response

  04/27/2023

   
  Complaint: 19322117
  
  I am rejecting this response because: I reached out to your company within days of receiving the product. This is ridiculous!!!! I would like a complete refund! 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a product Nov 25 , 2022 The money was instantly taken from my account I was told I would have a tracking number in 48 hours and shipping 3-5 days I never received any shipping number , never received a tracking number , I never received my order that cost $313.75 I can not get in touch with company however they are deleting my social network post I even asked for a credit increase to buy their product as they were advertising blCk Friday

  Business response

  03/17/2023

  **************!
   
  Thank you for your email! We are more than happy to be of assistance.
  
  We do apologize for any issues experienced. We do see that the order BH#****** did ship out from our warehouse facility on November 28th and was marked as delivered per the carrier on December 5th. We can of course go ahead and attach a copy of the tracking information below. If you can not locate the parcel we can of course offer a replacement parcel which will be sent with expedited shipping but the replacement will be ineligible to be returned for a reimbursement. If the color does not match we can offer a one time courtesy exchange but no refunds. If you would like to proceed with this option please confirm if the address on file is up to date? We can change the shipping address if you have a secondary address to ensure a safe delivery. 
  
  Please let us know if you have any other questions that we can help you with!
   
  Warm Regards,
  Aryshia
  
  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid over $1200 for hand tied extensions from this so called high end company. The extensions they sent me were absolute junk- definitely not 100 percent human hair. My stylist and I had to call in for over a month before we could finally get anyone from customer service on the phone. They agree to send a replacement set. That set comes and is just as bad if not worse than the first set. Again takes over a month to get any response from customer service and we get passed to the "regional rep" who literally refused to take our calls. When I finally got him on the phone he told me it was probably "user error" but that they'd need me to send in the hair for inspection before they'd issue a refund. They sent a shipping label which took another week to arrive and I had to constantly follow up on. They also sent replacement hair AGAIN. Third set: still just as horrible- tangly, dry, brittle, etc. On 9/1 we emailed to see what the status of The inspection was and they said it would Be another 2 weeks. Never heard from them again. I called a week ago and sat on hold for nearly 2 hour before I was able to get a manager on the phone. She tried telling me that they can't refund me, and then finally after my outrage told me that they actually can. She said she "processed" the refund but that it could take up to 5 business days and actually may not go through because it's been longer than 6 months since the first order. The ONLY reason it's been that long is because it took literally months and months of waiting on hold for hours to even get these people to help. Look at their social media reviews and you'll See they are scamming so many people. This isn't $100 hair...this is thousands of dollars they are stealing from people.

  Business response

  03/17/2023

  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 in order to best assist you, would you mind sending through some photos of the issues you are having today and any other details that describe the concerns you are having? That will help us in finding a solution for you! As well would you be able to provide the order number or if this purchase was made under your stylist information we will need the full name as well as the email address associated with the purchasing account so we can locate this order. 
  
  
  
  Please let us know if you have any other questions that we can help you with!
   
  Warm Regards,
  Aryshia

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have 20 inch bellami pro weft extensions 145g in color 3/60 walnut brown ash blonde. I have spoke to Bellami customer service about the issue I am reporting, I was told they would send me out a replacement set of wefts. I have provided them with my address but now I am being told by a member of customer service that I need to provide them with more information after they had reviewed the photos and seen the color difference in the wefts and the weird way one weft has hair laying which would make for an uncomfortable wear/install. I am just wanting for them to keep their initial word and provide me with a replacement weft which would be overnighted. I do not know why they would tell me their plan of action but then tell me there are more things that I need to do for this to be done. I have already paid about $600 for this hair extensions, I should not have such a hard time replacing something which I have not worn, colored/toned, styled or used.

  Business response

  03/17/2023

  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 would you be able to provide the order number as we are unable to locate a purchase under the information provided. If this order was made using your stylists information would you be able to provide the full name as well as an email address or shipping address of the salon/stylist so we can locate this purchase.  
  
  
  Please let us know if you have any other questions that we can help you with!
   
  Warm Regards,
  Aryshia
  

  
  

  Customer response

  03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is one I have already responded to the via email and they were of no assistance. I provided them the order number and information about the product i purchased. They did not help me at that time. I just want them to fix what is wrong and issue me a replacement product of the same, which was what they were going to do when I wrote them about the issue.  
  
  Sincerely,
  
  **********************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought butter blonde hair extensions. They are advertised as, "Butter Blonde Bellissima beautifully blends creamy champagne and ***** tones for a luxurious style..."The extensions I received were horrific and pink. Now I have to pay for shipping to return them when they advertised falsely.

  Business response

  03/17/2023

  Hello ********!

   

  We do apologize for any issues experienced! At this time we can of course still assist if you would like to send back the butter blonde silk seam set back for an exchange or refund. We have gone ahead and sent a new pre paid label to the email address on file. We do apologize for the delay and inconveniences this has caused. 

   

  Best regards,

  Aryshia 

  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **********************, thank you for the opportunity to share this complaint. I am confident the company I am reporting is unlawfully scamming their customers. Bellami Hair is falsely advertising their hair extensions as 100% **** human hair. For reference, **** human hair is the highest quality hair extension available on the market. The hair entensions on Bellami's website are advertised as 100% **** human hair, when in fact, they are a blend of human hair and synthetic fibers. Those who are familiar with hair extensions will know right away that these are synthetic upon the application of heat. Natural human hair extensions should not melt or disintegrate upon the application of heat. As soon as I applied heat to the Bellami extensions, I could see (and smell) the synthetic fibers melting/disintegrating. I have used human hair extensions for over 10 years now, and I am very familiar with quality, texture, and upkeep. Human hair strands would be unaffected by heat application in this way. I've confronted Bellami with this claim, and they have been unreceptive to resolving the issue. False advertisement is unlawful, as well as selling customers synthetic blend hair extensions at a **** quality price. Acceptable resolutions are as follows: Re-advertising the extensions truthfully, as a human hair and synthetic blend, and issuing me a full refund. Thank you, and I hope we are able to reach a fair resolution.

  Business response

  08/15/2022

  Business Response /* (1000, 8, 2022/08/03) */ Hello, thank you for your message. We regret to hear our customer ************** is unhappy with her purchase from February 27th, 2022 ********* for our BELLAMI Silk Seam 240g 22" Dark Brown (2) Hair Extensions. We have fully reviewed our call and email records for order ********* and we have been in contact with this customer via phone. We do have a 30-day period where our customers can report any quality issues from the time the order is received, which would have ended in April 2022. During this time, we always provide a solution for our customers. First, we would have encouraged out customer, to provide us with images of the product and then, if the issue is still not easily identified, we offer a quality inspection where the customer would return the product at our cost, so we may evaluate for quality issues within the 30-day time frame. Our customer had concerns about the hair not being 100% **** human hair, but unfortunately did not reach out to us until July of 2022 which puts this at 5 months past our warranty policy. In this phone conversation, we offered to send this set back for an Inspection or a 15% discount off their next set of extensions due the amount of time that has passed, as we are not able to honor a refund if we do not have the approrpriate information. Each of our sets comes with a coating that normally washes off when the hair is washed, but if some residue remains on the hair, it is possible that that will stick onto any heating tool. We do always recommend giving them a light wash with a damp cloth when you first receive them if you are going to style them because we do place a vitamin coating on the hair which acts a protective barrier but can give that shine and silky feel to the hair! We typically advise to not go past 400 degrees when styling with hot tools and always recommend using professional or salon grade heat protectants to preserve the lifespan of your Bellami Extensions. We do also recommend to wash them sparingly with sulfate free shampoo and conditioner and to detangle them with a wet brush prior to washing. It is best to hang them and let them air dry for future styling and wear. Since the order was placed In February 2022, this order is not within our 30-day timeframe and although it has been opened, our goal is to understand what the quality issues in the set are, as it sounds like too high of heat has been used for these estensions and they have not been properly maintained. We stand by our product and are always open to assisting and finding resolutions for our customers with any issues they have. All the best, Bellami Customer Service Mgmt

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been scammed they said I won free hair extensions in a contest I then emailed them and they responded and they said to go claim them at link provided. Well I went to link and it wasn't a valid link. Also I'd like my hair extensions I won Please make good on your contest I don't understand why you guys would do this to people especially when it's hard to make money theys days and I treated myself to buy over two thousand dollars of your hair. It would be kind of you to keep good on your word.

  Business response

  08/08/2022

  Business Response /* (1000, 14, 2022/08/08) */ We regret to hear that our customer ********** feels as though she has been scammed by our company, as we have checked our records and we do not have any email or phone calls associated with the information the customer has provided. In an instance like the customer is speaking to, we would always ask for a link as well as screenshots so we can further look into the issue at hand and make sure we handle this accordingly as we never send our customers random links on our behalf for contest winnings. We also have checked with our Marketing team as no eligible contests were running at that time. We've looked into this customers account, as it seems there has been multiple BBB claims associated with this customer's information speaking to quality, or unreceived shipments. The last order we have for this customer was from January 25th, 2021 for $193, in which a replacement and refund was honored for this single order. This was finalized back in February 2021, with the customer coming back September 2021 with the following information 9/24/2021 6:13 am--********** I never received the 193.00 Hair that was charged to my credit card and I was wondering why you people have not responded to me at all it's been well over a few months and I was first informed I would be getting my hair and so I wait wait wait no emails no phone call nothing ********************* 9/24/2021 3:54 pm Hello *****! Thank you for your email! We are more than happy to be of assistance. We do see that a replacement order for the Piccolina sterling silver set as well as a 2 in 1 hot tool was processed and shipped from our warehouse facility on the 4th of February. This replacement was sent with overnight next day deliver through UPS. A full refund was not issued since a replacement was requested so the difference of cost for the Piccolina set was refunded back onto the debit/credit account used at time of purchase. In total a refund of 30 USD was processed back to the payment method used at time of purchase. We will go ahead and post the refund receipt below as it does show that this reimbursement did reflect back onto your account on the 5th of February. We are more than happy to assist our customers to the best of abilities, but we do need the appropriate information to help them resolve any issues, as it looks like correspondence with the customer had ended on their end. All the best, Bellami Customer Service Management

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered I-tip 20" extensions from the business in February of 2022. The cost totaled $370. It was a additional $350 plus $500 to install and maintain the extensions. Within the past few months I have started to notice the quality of the product is not what I paid for. The extensions are frizzy, not wavy and brittle. They have thinned out tremendously. I take really good care of them and use only the best hair products. I have reached out and no one has tried to resolve the issue. They say to email them however do not respond to emails. I provided a picture of what the hair looked like the day I received them and what it looks like now.

  Business response

  06/06/2022

  We regret to hear that our customer *************************** is experiencing these issues. We deeply apologize for an inconvenience regarding a delay in response time, as we kindly ask for ***** hours for our team to respond to all incoming inquiries given the recent holiday this past May 30th. We see that ****** wrote our team on 6/1/22, in which one of our representative responded on 6/2/22 with further information in proceeding with next steps to assist her as best we can. As this was purchased by her stylist who is the main account holder, we will need said stylist to reach out with the appropriate order number and pertinent information so we can help with this as best we can. We can always be reached through our Pro support team contact number at ************** and our **************************** email. We will be sure to monitor our system and note when the stylist reaches out so we can get this resolved as quickly as possible. 

  All the best, 

  Bellami **************** Management 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought these on May 7 and kept them in the box until the night of an event I had. My hair stylist was doing my hair for the event, she is BELLAMI certified, when she clipped them in to my hair she noticed a large band across all of my hair that was on each weft. Tried to contact customer service and was told I had to pay for them to be sent back and then I may be able to get a replacement or refund. But only if the hair passed inspection. It's infuriating that the hair is untouched besides being clipped in once and after paying hundreds of dollars you expect me to pay to send them back to you'??

  Business response

  06/03/2022

  We regret to hear that our customer *******************, is experiencing these issues. Our records indicate that this recent order #BH825698  was placed on May 7th, however it was not opened until May 26th per the customer. The customer provided us with photos of the received hair, in which one our representatives responded with our protocol and procedure in regards to open items. 

  At Bellami, we take the utmost pride in providing the highest quality of customer service and care to all of our customers, as we want to assure all customers that their needs will continue to be met.
  
  We deeply apologize for any inconvenience or miscommunication on our end as we'd like to help fix this to the best of our abilities! In regards to the Return Label, we typically do not cover return costs, however based on photos received we would definitely like to receive this Silk Seam Set in White ***** back in house so this can sent to our ***************** team. I've gone ahead and created a complimentary Return Label and this has been sent to the email we have on file: *******************************.
  
  We'd love to replace this set for the customer, as we have reached out via email with all information noted and steps for further resolution to help with this as best we can.  
  

  Since the order was placed on May 7, 2022, the order is within the 30-day time and although it has been opened, our goal is to understand what the quality issues in the set are. We are happy to honor the inspection for our customer.  We stand by our product and are always open to assisting and finding resolutions for our customers with any issues they have. 

  I am personally looking over our customer's account to ensure her return is inspected as quickly and efficiently as possible.

  All the best,
  *******
  Bellami **************** Manager

• Initial Complaint

  06/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered two packs of there extensions for almost $600! I was so excited and really looking forward to receiving my extensions.. once I got them they were great or so I thought! Not even a week after receiving them just like everyone else complains about,they start to dry out... they matte up and shed and become unwearable!!! I need a full refund and I don't care about their policy because this is fraud! They are liers and gave me half synthetic hair! Please help me there are to many people saying the same thing these people should be sued. Shame on y'all! What are disappointment

  Business response

  06/03/2022

  We regret to hear that our customer, *************************** is experiencing these issues. Our records indicate that the recent order that is referenced BH#****** for the Silk Seam 180g 20" Rooted Cool Brown **** Extensions, and Silk Seam 180g 20" Beach Blonde **** Extensions was placed on March 23rd, 2022.

  
  We have been in contact with the customer explaining our policy that if there is an instance of a needed Quality Inspection for our hair, we do need to receive this back in house. Our first record of correspondence from the customer was initially from 5/14/22 with the customer stating the initial issue, from there we asked for photos and then created a Return label for the customer on 5/17, as once we received the extensions in house to proceed with an inspection, we could move forward with next steps for a resolution as this order was outside of our warranty policy, however the customer did not want to send said items back in house. 

  
  On 6/1/22 we sent the following correspondence to the customer and created a replacement as a one-time courtesy to help with this as best we can: 
  As stated previously, we deeply apologize for the frustrations this is causing as we're here to help you as best we can. We also can assure you our hair is 100% human remy hair. We source our hair throughout Europe and Asia to ensure the best quality as our range of color and texture allows us to achieve many different methods and collections. 
  
  We're so sorry to hear you feel this way, as we stated previously, having the hair sent back for an inspection is an extremely important step as this allows our quality control team to look over the specific product you received and give feedback to our product development team; they will work together to figure out what possibly happened and this is routed for further quality assurance to avoid it from happening again in the future. 
  
  We assure you that there has never been a time where we promised a customer a refund or replacement and did not follow through; we need to ensure if there is an issue with hair received-we are proceeding with proper protocol and procedure for our ******************* and Quality Control teams. 
  
  As a one-time courtesy to help you as best we can, we can go forward to proceed with a final replacement for this shipment BH#****** without you sending back your original order. Please note that we will be unable to refund or replace this final replacement once it has been delivered since we are not receiving the hair back in house.
  
  To ensure you are able to receive this, we have gone ahead and placed a request and put a signature required on this shipment to alleviate any further issues with delivery.
  
  Once this order has shipped, we will reach out with your tracking information to help with this as best we can!
  
  Since the order was placed on March 23rd and this has been opened, our goal is to understand what the quality issues in the set are hence our reasoning behind creating a Return Label at our cost and asking for these to be sent back to our warehouse. We stand by our product and are always open to assisting and finding resolutions for our customers with any issues they have.I've personally handled this customer's account to ensure her replacement was sent out with expedited shipping and it has been delivered as of today 6/3/2022. 

  
  Sincerely,
  Bellami **************** Management 

*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. ↩