ComplaintsforL'ange Hair

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 8th 2024, I purchased the Le Volume Eleve for $75.01. I returned it because it ripped my hair out. On June 23rd they gave me a refund for $55.76. I sent L'ange a couple of emails asking for an explanationof why I didn't recieve a refund for the entire purchase price. I am aware of the $8.50 shipping cost. Where is the rest of my refund. I tried it only once and it was returned in its original package.

  Business response

  07/02/2024

  We are available to assist you with any inquiries you may have regarding our refund policy. Our primary objective is to guarantee customer satisfaction and confidence in shopping with us. Please note that according to our Return Policy, original shipping charges are non-refundable and there is a flat fee of $8.50 for the return shipping label. For more information on our return policy, we encourage you to visit: *********************************************************************************************************** original purchase price, including taxes, amounts to $75.01. Kindly be aware that the original shipping charges and cost of the Return Label have been subtracted. Considering these deductions, your refund amount should total $56.77. We are pleased to inform you that a refund of $56.77 was successfully processed back to your original form of payment on June 21st, 2024. Please do not hesitate to contact us if you have any further issues or concerns, and we will be more than happy to assist you. Thank you for your time and for giving us the opportunity to address this matter appropriately.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased items from this company through TikTok and the company canceled the order. The total amount that I paid this company was approximately $259. This company has yet to reimburse me and keep saying that they have refunded me , but my bank statement show otherwise. My bank has stated that there has been no charge back from this company and they have misrepresented themselves to PayPal that they have reimbursed me when they have not.

  Business response

  06/03/2024

  We are here to ensure your satisfaction and provide exceptional customer service. Our goal is to make sure your experience with us is enjoyable. We apologize for any confusion or frustrations you may have experienced. We are working closely with Tiktok shop to find a resolution. Tiktok has offered assistance on how to get your refund. To start the process, head to the order details page on TikTok shop and tap request return or refund. Select your reason for return or refund and submit any required evidence. Your payment was processed directly to TikTok, which is why we do not have access to manually force this refund through, your refund must be processed by TikTok, not L'ange Hair. We are still here to assist you, and will continue to work with TikTok along side you, until this is resolved. If you have any further issues or concerns, please don't hesitate to contact us. We are more than happy to help. Thank you for your time and allowing us to address this matter.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some products from L'ange on 03/21/24. I received the order on 04/06/24.One of the products caused extreme damage to my hair. I contacted L'ange and they agreed to refund my purchase if I returned the item. I have proof via email that they agreed to refund me $85.54.I shipped the item back, as agreed. On 4/25/24, I received an email from L'ange stating that they received my refund and would process my return for $85.54. I contacted their company via email on 05/01/24 and stated that I had not received a refund. They responded via email on 05/02/24 stating I would receive a refund within 24 hours. I still have not received a refund and they are not returning my emails or messages.

  Business response

  05/09/2024

  We understand the importance of providing various options for customer service and that's why we offer live chat, text messaging, and email assistance. Our dedicated team is here to help you from Monday through Friday, 8am to 5pm EST, as we know that timely responses are crucial. We strive to address all inquiries within 3-5 business days, in the order they are received.
  After carefully reviewing your communication thread, we have identified areas where our agents can benefit from additional coaching and training to prevent similar issues from happening in the future. We are committed to improving these specific areas and emphasizing the utmost importance of providing accurate information. I want to sincerely apologize for any inconvenience this may have caused you. Upon closer examination, I found that a previous agent had provided you with a complimentary return label, so you were not charged for the return shipment fee. I apologize for the delay in processing your refund. It seems there was a small hiccup between our systems and Afterpay. To rectify this, we have taken the initiative to refund you the amount totaling $85.54 USD back to your original form of payment for your return. Please note that processing times can vary depending on your financial institution and may take 3-5 business days to reflect in your account. Additionally, for information regarding your Installment Agreement, we recommend reaching out to Afterpay for further assistance. Please keep in mind that the processing time for the refund may vary depending on your financial institution. It could take up to 3-5 business days for the refunded amount to appear in your account. We genuinely appreciate your patience and understanding throughout this process. Please do not hesitate to contact us if you have any further issues or concerns, and we will be more than happy to assist you. Thank you for your time and for giving us the opportunity to address this matter appropriately.
  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 20, 2024, I made a purchase of $96.78. Order # ******** The order confirmation indicated the following: Shipping method Standard Ground (3-7 business days.) I have not been informed it was shipped nor received a tracking number.

  Business response

  04/30/2024

  Our top priority is to provide you with exceptional customer service and ensure your satisfaction. We understand the importance of timely processing and delivery, and we strive to meet your expectations. Currently, our processing time is 3-5 days, excluding weekends and public holidays. The delivery timeframe can vary between 3-10 business days, depending on the product you have purchased.
  Please be aware that for aerosol items or larger orders shipped by ground, shipping times may be extended. We apologize for any inconvenience this may cause.
  We want to update you on the status of your order, ending in 4781. It was placed on 4/20/2024 and has been fulfilled for shipment on 4/22/2024. A shipping confirmation email was sent to you on 4/22/2024 at 12:12PM, notifying you of this fulfillment. By tracking your package, we can see that it is now available for pickup at your local post office. We have also sent this information to you via email for your convenience.
  If you have any further issues or concerns, please do not hesitate to contact us. We are here to assist you and will be more than happy to help in any way we can. Thank you for allowing us the opportunity to address this matter appropriately and for your time.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # ********. I purchased a Birthday Blowout hair dryer, along with other hair care products. Upon receiving, unboxing and plugging in the hair dryer, it sparked, seemed to start a coil fire/burn, and began to smoke. I contacted the company to return the item. I emailed but never heard back so I tried the chat option. At first they told me that I could return "once" under the warranty period. I advised them that I did not think that was fair because using my "one time" return under warranty should not be applied to an item that never worked at all. I also advised that I did not want to pay the $8.50 return shipping fee as the item was completely defective. I also asked to just return all of the products because I was unhappy with the customer service at this point and unhappy with the products. They said I could not do that and would only provide a poor (in my opinion) store credit. They were unwavering in this. They processed a return label for me and told me to reach back out to have my refund manually processed. I returned the item and reached out when I got an email stating that they received my return but had charged me the $8.50 return shipping fee. I reached out and asked to be refunded the $8.50. They had they audacity to say they would not and that no one ever told me they would indeed not deduct the $8.50. After asking to talk to a manager, they simply stated they would "refund." I asked to get the amount in writing because they would apparently use it against me at a later date. It's been a few days and still no refund has posted. I am honestly appalled at the customer service and this company's values. I am requesting a complete refund of the $162.19. I will never again purchase from this company and highly urge others to not purchase from them as well.

  Business response

  04/25/2024

  We are deeply sorry to hear about the issue you encountered with the High Black / 75mm purchased in the Birthday Blowout value set from the order ending in 8888.
  
  At L'ange, we are committed to delivering products of the highest quality and standards, which makes this situation highly unusual. We want to assure you that the safety of our customers is of utmost importance to us, and we take this matter very seriously.
  
  After thoroughly reviewing the conversation with our customer service agent, we have identified areas where we can provide additional coaching and training. Our goal is to continuously improve our service to better assist you in the future.
  
  Please be aware that our limited warranty covers Tools for any damage caused by faulty materials and/or workmanship. If you encounter any issues, we are here to help.
  
  However, it's important to note that our one-year warranty is valid for a single usage only and does not reset after a replacement has been given.
  
  For more detailed information regarding our warranty policy, we kindly invite you to visit our *********** page here:
  
  ******************************************************************************************************************;
  
  We sincerely apologize for the delay in processing your refund. It appears that there was a minor hiccup between our systems and Afterpay. However, we want to assure you that a refund for the High Black / 75mm purchased in the Birthday Blowout value set from the order ending in 8888 has already been issued. The refund amount is $81.02, which includes $72.52 for the tool and $8.50 for the return label fee you were incorrectly charged. This refund was processed today, on 4/25. 
  
  Please note that processing times for refunds may vary depending on your financial institution, and it may take up to 3-5 business days for the refund to reflect on your account.
  
  We understand that Afterpay was used as a payment method. When making installment payments, the refund amount will correspond to the payments made under your Installment Agreement. If the account has not been fully paid off, the refund will be for the amount that has been paid.
  
  Additionally, we acknowledge your inquiry about returning all items in the order. Unfortunately, at this time we do not accept returns for hair care products and accessories. Only our tools are eligible for returns. You can find our return policy outlined here: ******************************************************************************************************;
  
  I want to mention that our previous agent included a 50% store credit to help address this situation and allow you to try something different as we do not accept hair care returns. The store credit in the amount of $38.00, with the code ending in hgbm, was provided to you, as you accepted this one time courtesy from our Customer Experience Agent. 
  
  Please do not hesitate to contact us if you have any further issues or concerns, and we will be more than happy to assist you. Thank you for your time and for giving us the opportunity to address this matter appropriately.
  
  

• Initial Complaint

  04/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have ordered many products from Lange and have enjoyed them all . The last two weeks since you have been advertising your anniversary Ihave tried to order, and it keeps telling me my payment wont go through. I was using the same Discover card that was on file and have used on all my other orders. I changed to my Visacard, and same thing, tellsmr my payment will not go through. I have been a faithful customer, and would like an explanation why my payment will not now go through.

  Business response

  04/22/2024

  We understand your concern and we are fully committed to assisting you. Rest assured, this is likely a server error. Please note, we cannot block specific accounts or payments. To resolve the issue, we suggest clearing your cookies and cache in your web browser's preferences. This action often helps with technical difficulties.
  You *** also try using a different web application or browser. If you are using a mobile device, switching to a laptop or desktop computer can be a good alternative.
  Another troubleshooting method is to use your current web browser in "incognito mode," which can be found when opening a new browser window. This mode sometimes resolves compatibility issues.
  Our main goal is to ensure you have a positive and satisfying experience. To assist you further, please verify that the billing address matches the address associated with the card used for the attempted purchase. Any discrepancies in the street number or name *** result in a failed transaction.
  Rest assured, our dedicated team is here to provide you with the support you need. If the problem persists, please contact us without hesitation.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Le duo 360 and it didnt work at all for my hair type they then sent me a label and made me pay for the shipping. I have received my refund and I keep trying to contact them to see if its been processed and I dont get a response. I am simply just wanting to get my refund. Everything was in original packaging and I feel like no one is responding to my questions when it comes to my refund. Needless to say I just want my money back. Especially if yall have the item and Im paying for somthing I dont even have in my possession.

  Business response

  04/18/2024

  We understand that it is important for you to feel confident and secure when shopping with us. Please keep in mind that our Return Policy states that original shipping charges are non-refundable and there is a flat fee for the return shipping label. If you would like to review our return policy, you can do so by visiting this link: *************************************************************************************************
  
  We completely understand that you are inquiring about the refund for the return of the Le Duo from your order ending in 2449, associated with the AfterPay order ending in 4643. Rest assured, we have taken all the necessary steps to gather the details for you.
  
  We want to assure you that you have been refunded $88.02, which was processed on 4/18/2024.
  
  We want to take a moment to explain that when you choose to make installment payments, our calculation for your refund is based on the amount you have already paid towards your Installment Agreement. If the account has not been fully paid off, the refund will be calculated based on the payments you have made up until now.
  
  If you require additional information regarding your Installment Agreement, we recommend reaching out to Afterpay. They possess the expertise required to provide you with better support and guidance in this particular matter.
  Please don't hesitate to contact us if you have any further issues or concerns. We are here to assist you in any way possible. Thank you for your time and for giving us the opportunity to appropriately address this matter.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/23 I purchased a flat iron for $31.73 (item was $19.95, s&h of $8.95 and taxes of $2.83). I received the device on 2/29. Unpackaged item and plugged it in, it doesnt come on. Trying to exchange the item, and they dont allow exchanges. The only option is to return the defective item to them and they want to charge me shipping and handling of $8.50 and their estimated refund is $13.40. This isnt right. I shouldnt have to pay to return a defective item right out the box.

  Business response

  03/04/2024

  We would like to extend our sincere apologies for any inconvenience you may have encountered with the Le Ceramique - Blush from the order ending in 4933. After thoroughly assessing our past correspondences with our customer service team, it has come to our attention that one of our representatives provided you with additional information on 3/4/2024 at 8:24 AM regarding the activation process for this tool. To activate the tool, simply locate the square, transparent button which serves as the power switch. By pressing this button, you will initiate the activation process, enabling you to begin using the tool. Please note that the button may not be immediately obvious. We are pleased to learn that the tool is now functioning properly based on your previous feedback. Should any further issues arise, please do not hesitate to notify us, as we are fully committed to providing you with assistance. Your feedback is of immense value to us, and we genuinely appreciate the time you have taken to share your thoughts. Your suggestions play a crucial role in enabling us to enhance and improve our services. Rest assured that we will carefully review your feedback in collaboration with the relevant department. Thank you for reaching out to us and for your understanding. We assure you that we highly value your satisfaction and are fully committed to assisting you.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order # ******** on 2/17/24 for total of $214.08, on 2/24 I received my packaged and I received the wrong item. I ordered item #**** the high-volume attachment 43 mm. I received item # **** the 60 mm high volume attachment. My receipt clearly shows what I ordered and paid for. This company will not accept phone calls to customer service, instead they insist you send email their dedicated customer service team at **************************************** I have sent 4 emails total starting on 2/24 and also txt msg to the number on their website indicated available for chat ****************. No response, this was their error, not mine. All I asked for is that the correct item that I paid for be shipped at their expense ***** to arrive for my daughter's birthday with a prepaid label to return the wrong item. They need to make it right; I have no confidence in this company after reading all the customer complaints. This was a present for my daughter's birthday Saturday. 3/2.

  Business response

  02/27/2024

  We deeply regret to hear that there was an incorrect item (High Volume Attachment - 60mm / Blush) sent with your order ending in 2956, and we want to personally investigate this matter with our warehouse. We understand that this situation may be frustrating for you, and we sincerely apologize for any inconvenience it may have caused.
  
  After carefully evaluating the communication thread with our customer service agent, we have identified areas in which our agent can greatly benefit from coaching and training. We want to assure you that we are committed to improving our service.
  At this time, we do not offer phone support, but please know that all of our customer service is available online. You can reach us through live chat, text messaging, or email. You can find the contact information on our help center: ****************************************************
  
  If you decide to contact us via email, please rest assured that we will make every effort to respond to you within 3-5 business days, as mentioned on our Support Dates and Hours of Operations page on our help center: ****************************************************?a=Support-Dates-and-Hours-of-**************--rComK6rbQFqc1X1fgy3c6w
  
  We truly understand your dissatisfaction with receiving the incorrect item, the High Volume Attachment - 60mm / Blush. We genuinely want to assist you by reshipping the correct item as soon as possible. Unfortunately, we must inform you that the High Volume Attachment - 43mm / Blush is currently unavailable. We do not have a confirmed date for when it will be available again. We sincerely apologize for the inconvenience this may have caused you.
  
  As a resolution, we have issued a refund for the missing High Volume Attachment - 43mm / Blush. Please keep in mind that processing times may vary depending on your financial institution, and it may take up to 3-5 business days for the refund to reflect in your account.
  
  If you have any further issues or concerns, please feel free to reach out to us. We genuinely care about your satisfaction and will be more than happy to assist you. Thank you for your time and for giving us the opportunity to address this matter appropriately.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im have been contacting the company tgru emails with no resolution, I purchased a hair curling wand which only have one very high temperature. I got a severe burn on my finger and arm, the wand stick is expose and unprotected from the high heat. I want a full refund of mi order including the hair brush I purchased with the wand.

  Business response

  02/22/2024

  We are so sorry to hear of this issue you had with the Le Curl from the order ending in 2707 placed on 1/23/2024. Here at L'ange, we truly value the high quality and standards of our products, and we want you to know that the situation you experienced is not typical. Your safety, as our customer, is of utmost importance to us, and we take this responsibility very seriously. Upon further review of your communications with our team, we can confirm that we followed up with you on 2/21/2024. We sincerely apologize for the delay in our response. Please keep in mind that we were closed on Monday 2/19 for Presidents' Day, as stated in our help center, and we strive to respond to all email inquiries within 3-5 business days. In response to your request, we have sent you a Return Label for the Le Curl from the order ending in 2707 on 2/21/2024, with no additional charge. Simply place the item/s in its original packaging, or any plain unmarked cardboard box if you don't have a shipping box. Then, print and attach the label provided by email, and drop it off at your local post office. We kindly ask that you notify us when the package is dropped off and accepted at your local ********** by replying directly to the email from our customer service team. Once the tracking for the return is delivered to our returns department, we will promptly process a refund for this item. The return label also includes the Le Volume 75mm. We deeply apologize again for any inconvenience caused, and we sincerely appreciate you bringing this matter to our attention. If you have any further issues or concerns, please don't hesitate to contact us, and we will be more than happy to help you. Thank you for your time and for giving us the opportunity to address this matter appropriately.
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