ComplaintsforBellami Hair

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I ordered a pair of almond brown extensions, got the "all set screen" and never received a confirmation email ***'s it's not under my orders tab... I've been on the help line for over an hour and sent a few emails to which they never responded. So dissatisfied.

  Business response

  05/03/2022

  
  I regret to hear that our customer, *******************************, was experiencingthis trouble. Our records indicate that our customer placed the order for theextensions on May 1, 2022. Our customer then contacted customer service on May2, 2022 where her email address was updated and her confirmation email wasre-sent out to her. Based on this information, we understand that the problemhas been resolved.
  
  Our number one goal is to assist our customers in the best andmost efficient way possible. Please feel free to have the customer to reach outto me directly so that I can answer any questions or concerns.
  
  Sincerely,
  
  ***************************
  **************** Manager

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I first made an order with this company and I loved the hair, everything delivered as normal. I found I needed more product so I did another order however **** must have handed it to just anyone.My order was 2 items...2 packs of hair for $261 approximately originally placed on 12/18/21 and marked delivered by **** "handed to individual " on 12/28/21. Even though it wasn't there when I checked I gave it a few extra days in case it was marked delivered too soon. Here we are 3 days later no package. I have contacted this company for a refund and they said they have to wait 2 weeks and an investigation with **** first. It is not my fault **** delivered it to the wrong address or gave it to the wrong person.

  Business response

  01/03/2022

  Tell us why here...I regret to hear that our customer, *************************, is experiencing these issues. Ourrecords indicate that the recent order that is referenced (BH#******) for the twoBELLAMI Silk Seam 140g 16" Off Black (1B) Hair Extensions was placed on December18, 2021. The tracking for this order indicated a successful delivery by thecarrier requested by our customer when placing the order, which was Economydelivery for 6-8 business day delivery, with tracking 1Z61AE14YW26846803.
  The delivery scan is shown below:
     Delivered On
  Tuesday, December 28 at 3:38 P.M. at Left withindividual 
  
  The customer reached out to us onDecember 31, 2021 and we have been in contact with her since by responding ***** emails in 24 hours or less. We immediately advised we would open aninvestigation with the *********** which could take up to 14  business days to receive a response, but isoften as quick as 5 business days. On this same day we advised our customerthat we could create a courtesy replacement order to ship via ***** and requiresignature upon delivery and she declined.
  Please note our terms underShipping & Delivery on our website:
  In the event a customer'stracking number states delivery was made to the customers address, BELLAMI Hairdoes not offer refunds if the item is claimed to not have been delivered. If anitem is not received when tracking information confirms delivery, pleasecontact the designated shipping company ****** for assistance.
  We are happy to provide a refundto our customer should the carrier investigation determine that the order wasmisdelivered based on the geolocation tracking of the package at the time thatit was scanned for delivery.  
  Sincerely,
  *******
  Customer Service Manager

  Customer response

  01/04/2022

  1/4/2022
  (To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed)
  
  Complaint: 16416908
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 19th, 2021 Jet black hair extensions Bellami hair claims to sale real human hair however when I went to lift the color of my clip-I'm extension, they didn't not lift a single level. As a hairstylist there should be no reason for human hair not to lift unless the company is advertising SYNTHETIC hair as human hair. I have attached photos of what the hair looks like after a vol. 40 charcoal lifter. SOME strands were lifted but most of the hair did not. This is probably a SYNTHETIC blend. I did not pay over $300 for synthetic hair!

  Business response

  02/11/2022

  Business Response /* (1000, 8, 2021/12/27) */ I regret to hear that our customer, Destiny Enriquez, is experiencing these issues. Our records indicate that the order that is referenced for the Magnifica 240g 24" Jet Black (#1) Hair Extensions was placed on March 19, 2021. We have fully reviewed our call and email records for this order and we do not have any record of any email from our customer to inquire about these issues. We do have a 30-day period where our customers can report any quality issues from the time the order is received. 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 hair is 100% Remy human hair and we stand behind the quality of our product, which is why we take every step possible to resolve any possible issues or concerns that our customers may have. Since the order was placed on March 2021, the order is out of 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 speak to our customer about viable solutions and what may be done to get the color to lift although it has been longer than 30 days since the original order was placed. We stand by our product and are always open to assisting and finding resolutions for our customers with any issues they have. Our customer had concerns about the hair not being 100% Remy human hair. As our customer stated, our website advises not to lighten any of our extension sets. Each of our sets, especially our blonde sets and balayage sets have gone through multiple processes to get them to the shade that we intend to get them to. The extensions are made with real human hair that has been cut and stripped of additional vitamins, so it is much more difficult to lift color off these sets and may take multiple processes to have the color stripped out and then add any other dyes to get them to a new shade. We are unable to provide any refund for a product that has been used and worn after it was delivered March of 2021. It would be very difficult for our Quality Control team to identify defects given the time frame from the original purchase date. Please feel free to have the customer to reach out to me directly so that I can go over our policies and procedures and proceed with the quality inspection option to further review this for our customer. Sincerely, Dinorah Customer Service Manager Consumer Response /* (3000, 10, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I am aware of the 30-day policy. I understand that it has been months since ordering these extensions however if the extensions were truly 100% remy hair I would not be having this issue. I have ordered from y this vendor before and have lifted and deposited color into multiple sets as a professional hairstylist and this set simply did not match the quality of the others. Maybe you guys are selling synthetic blends as a cheaper route. Hoping no one dyes your extensions. This is just ridiculous. Business Response /* (4000, 12, 2022/01/21) */ I am so sorry to hear of the customer's concerns. Normally we do recommend depositing color, not stripping it but be advised the hair in all cases is not virgin as it has gone through its own process to get it to the color we wanted. Therefore, each pack of hair is different from previous. Again, our hair is 100% Human Hair and we stand by that. If customer would have reached out even within a 2-3 months from purchasing we would have been happy to further inspect it for the quality concerns. I am happy to speak to customer about the concerns.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 11, I placed an order for 2 wigs and had them shipped to my mom's address since I'm not home for delivery during the work day. She received them without issue. On October 21, 2021 my mother attempted to order me more wigs, through Bellami.com for Christmas, since the sale was so great-2 for $50. For some reason, it only let her order 1 instead of 2. I then called Bellami to explain it wouldn't let her order 2 and see if there was a website glitch. They transferred me to someone else who stated my mother is BANNED from Bellami due to someone calling in her purchase as fraudulent back in 2020 and that there was some sort of chargeback (Apparently it took place after the wigs were shipped). I notified my mom who stated she never received notice from her credit Union nor Bellami regarding a fraudulent transaction. So I went ahead and put the wigs on my credit card and had them shipped to my address. All went fine. Fast forward to today, October 31, 2021 where I decided to order 2 more wigs before the end of the sale. I used my debit card and set up shipping to go to my mothers house and the order was immediately canceled, by Bellami, as a fraudulent order. I immediately called my ************* which is the same one my family uses, to see why my order was fraudulent and they showed the transaction went through and that there was no fraudulent activity taking place. I explained the previous conversation of how my mom is banned from Bellami due to someone doing a chargeback in 2020, and although they could not discuss her account, they did confirm there was NEVER a chargeback on her account from Bellami. Bellami needs to fix this banned issue ASAP, with not only my account but with my mothers. I would like Bellami to both speak with my bank regarding why mine is a fraudulent order AND to honor and ship the 2 wigs I purchased, that they canceled, at the 2 wigs for $50 cost with express 2day shipping. The sale ends tonight and no customer service is available.

  Business response

  11/02/2021

  I regret to hear that our customer, ***********************,  is unhappy. Any reported fraud is taken veryseriously by our company as the security of our customer's information is veryimportant to **. After further review, the order mentioned by our customer wasin fact reported as fraudulent by the cardholder and also a chargeback wasfiled by the cardholder. This was the reason for the flag on that address.

  
  Our records indicate that our customer has reached out to usdirectly, on November 1st. The customer has already  worked with us to resolve this and the samepromotion was honored.
  Please feel free to have the customer to reach out to medirectly should she have any additional questions or concerns.

  
  *******
  Customer Service Manager

  Customer response

  11/07/2021

  11/7/2021
  I thank ******* for her response and explanation. I did indeed reach out to Bellami on November 1st. I thank them for working with me and honoring the purchase made the previous day, which was initially canceled. The bigger issue, fraud, still needs to be addressed, discussed, and handled. Bellami can expect a call by cardholder, for further information, since none was ever provided to her regarding a fraudulent purchase. Our family also takes fraud very seriously and to be accused of such, without explanation, isn't right. I'm confident Bellami will help to work out the issue. Thank you.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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