ComplaintsforLuvme Hair
Wigs
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a wig from the company on November 17, 2021. I received the wig on 11/25/2021. I opened the wig and it had a horrible smell of fish and garbage. I reached out to the company and this was their response for an item that I paid $197.00 for: "Hi, Sorry for the late reply. If you really don't want it, maybe you could resell it or send it to your friends or family members who are interested in it. For this condition, we would like to offer you a $40 gift card or $35 partial refund to make you up. Is it okay for you?" This response is absolutely unacceptable. I would like a full refund as I am not able to use the defective product.Business response
01/13/2022
Business Response /* (1000, 5, 2021/12/14) */ We got this order on our website and shipped it on time. Customer received the parcel but she was not satisfied with this order. We explained her concern and sent the return information to her.The package was delivered to us and we have refunded to our customer.The issue has been solved.Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I order a $256 wig from them. When i received the hair it was not the texture I asked for (I order a body wave wig, 22in and this is what i got), the unit was pre used, the lace was already tinted a different color than my skin and the lace was partially cut, and there was product and hairspray in the hair. When I asked for a refund/return they refused to let me send the package and insisted that the hair was fine and said they would give me a partial refund of $30 in store credits, they will not give my money back.Business response
01/13/2022
Business Response /* (1000, 5, 2021/12/14) */ We got this order on our website and shipped it on time. Customer received the parcel but she was not satisfied with this order. We explained her concern and sent the return information to her.The package was delivered to us and we have refunded to our customer.The issue has been solved.Initial Complaint
11/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a wig from luvme hair. O RECEIVED the wig on Wed it wasn't the wig i ORDERED so I've been trying to contact luvmehair.com through email, texts, and even trying to call them. Which i have proof of. All i want is the wig that I paid for or my money back. The wig is supposed to be a glueless, pre-plucked 16 inch 1B body wave human hair wig. PLEASE HELP ME CORRECT THIS WRONG..Business response
12/08/2021
Business Response /* (1000, 5, 2021/11/19) */ We got this order on our website and shipped it on time. Customer received the parcel but she was not satisfied with this order, we explained her concern and provided solution. Customer preferred to return it and we have sent the return information to her and promise to pay for the return fee.The issue has been solved. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They lied! It has not been resolved! They want me to jump through hoops that I didn't have to when i purchased the wig. They OFFERED me $30 on a $140 wig. They want me to open up accts just to receive the monies for package return. I don't TRUST them. I've asked for a POSTAGE PAID label or a PAID IN FULL RETURN box. Business Response /* (4000, 9, 2021/11/24) */ We don't have shipping label,but we will pay the return fee and refund to our customer when we receive and check the package well.We hope our customer can kindly understand and return the wig to us pls.Initial Complaint
11/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a headband wig on Oct 3,2021 for $132.93. On October 7th, I was sent text message to my phone saying that the package was delivered. The drive from the front gate to my apt is about 25-30 sec. Within that 25-30sec I made it to my apt and there was not package at my door. I entered my apt and waiting because I know sometimes it may say delivered but the driver is somewhere else on the property delivering other packages. I called my leasing office to check if they received my package. Because of Covid, they aren't taking packages any longer. I checked with my both neighbors and they weren't even home when they claimed the package was delivered. I then contacted LuvMe Virgin Hair to let them know I hadn't received my package Oder *********************************************************************************** was delivered & they instructed me to file a claim with USPS because they also had already file on with them. I was told to be patience while USPS investigates. On October 18,2021, I received an email from USPS saying this. Your ******** Service Request XXXXXXXX has been resolved and the package was delivered. I replied that the package was delivered and was told that LuvMe Hair had insurance on the package and can Refund you the money. I contacted LuvMe Hair letting them know what USPS. LuvMe Hair then started asking questions 1 question per email that I had already answered in my first and second email. Questions like did I check with my neighbors, is there a camera, did I check with my leasing office trying to waste my time. I then decided to write about my experience on their Instagram page. Someone inbox me and asked for my order number and to reassure me the problem will be resolved to my liking. I provided the order number then later got an email from customer service trying to offer me a deal to send me another wig but I will have to pay half of the new wig. I rejected. Then was offered today half a refund of the missing wig. I want all my$Business response
11/19/2021
Business Response /* (1000, 5, 2021/11/19) */ We sent the package to our customer and the package has been delivered to customer's address correctly.The customer did not receive it,but weare unable to ask USPS for a claim since it delivered correctly.We offered half refund for the compensation,which is the best offer we can provide.Initial Complaint
11/04/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
The date of the transaction was 10/12/2021. I. I paid $334.90 & received the order on 10/15/2021. When I received the order I emailed the company to the address they stated I needed to send for returns ******@*************. Returned the item because the wig had an odor along with a different appearance than advertised. I received no response by email. I called several times and received a text. I answer each question from the text starting 10/15/2021 no refund. Per their website 3 to 5 days upon receipt of the merchandise. I sent priority mail UPS tracking number XXXXXXXXXXXXXXXXXXXXX & my order # with this organization LMXXXXXXX. It was returned & signed for 10/21 by LHir. I provided by text messages the tracking number receipt twice and No refund.Business response
12/10/2021
Business Response /* (1000, 5, 2021/11/10) */ We got this order on our website and shipped it on time. Customer received the parcel but she was not satisfied with this order, we explained her concern and provided solution. The customer returned to our old warehouse adddress,so we do not receive her package.For this condition,we only can refund half to her. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They would not provide the correct address. I tried from the day received 10/15 of the product. They provided the new address after sent the merchandise back 11/4. I did my due diligence following their guidelines for returns. They did not follow their process. I text them 10/15,10/18,10/19,10/21,10/25 on 11/4 they respond with a different address. This should not fall on me as a consumer. I followed there return policy. It was not my fault. I have no product nor my refund. They said old business then they are aware of this address a couple of blocks up. The address on BBB . Business Response /* (4000, 9, 2021/11/15) */ Since we have not received the package,we can not offer full refund according to our return policy.We offered half refund for the customer,which is the best we can provide.We are trying our best to help solve the problem and hope she can kindly understand pls. Consumer Response /* (4200, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There return policy state they would take $20. The text they sent said $200 refunded now half. I will accept $310. That is based on the Return policy I have attached $***********. Along with my text messages. They should not have the ability to do business changing addresses, then policy changes not to return consumers monies. Business Response /* (4000, 13, 2021/11/24) */ We have refunded $314 to our customer and the issue has been solved. Consumer Response /* (2000, 15, 2021/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
10/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
This letter serves as a formal request seeking a full refund on a product that I bought from this company, through their Online Store and returned on October 8th. order# ********* had been returned and delivered by using tracking number# by USPS XXXXXXXXXXXXXXXXXXXXXX. It has now been a week... it seems that this company is not being helpful and processing monies due me on a item I no longer have in possession. I this is poor business practice and unlawful according to consumers buying law. Please be advised, I have read their terms and conditions, and I am well aware that customers are entitled to a full refund for return products. I have sent in previous correspondence to this company and have proof to an attached receipt that I've returned the product. Please stop them from selling altogether; this business practices include misrepresentation, false advertising & representation of goods & service, tied along with selling, false free prizes and noncompliance to customer services.Business response
07/14/2022
Business Response /* (1000, 5, 2021/11/02) */ The customer returned the wig and we have arranged the refund for her.The issue has been solved.Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have made a few purchases from this company in the past and never had an issue until now. I purchased a wig from the site and decided to use the ******** payment method instead of ****** like I usually did. When I received the wig it was nothing like shown. I decided to just return it and accept a partial refund from them since this would be a return based on personal reasons. They gave an offer of refunding me $40 and having me keep the wig. I only made on payment to them on ******** of $57 and change so $40 was okay with me and I SPECIFIED this and was told in an email that they will refund the $40 and cancel the remaining payments on ********. As of now, the payments haven't been canceled even though the $40 was applied. It was just applied to the balance owed. Now they are telling me they can't cancel the payments I didn't make and that I need to finish paying. This is completely ridiculous because I was told BY THEM that they would cancel the remaining payments!!Business response
07/15/2022
Business Response /* (1000, 5, 2021/11/02) */ Our colleague offered the partial refund for the customer and the issue has been solved. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The only reason I am agreeing is because I want to close the case, NOT because they solved anything. I had to solve the issue myself by reselling the product to someone else when they refused to take it back or refund me. This merchant told me I would receive a full refund but never gave it. I paid for the item but only because I could no longer return it since I had resold it. This company has soooo many complaints when it comes to their customers wanting a refund or returning an item. Its a shame because I was a fan of their products but now i'll just be taking my business elsewhere.Initial Complaint
10/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The email address for returns is not working. I emailed company on 10/1/2021 regarding purchase on order # LMXXXXXXX. I received Two human hair lace wigs. One item was not as advertised, so I requested replacement. After about 24 hours, I got an email saying "There was a temporary problem delivering your message to ******@luvemehair.com. Gmail will retry for 44 more hours. You'll be notified if the delivery fails permanently." In the email, I requested to switch out the T-Part wig (which was horribly made) with the Long Length Undetectable Lace Water Wave 13x4 Frontal Lace Wig /Real HD Lace. To date, I have not received a reply from the company. The wig cost was $229.90 In lieu of lace wig replacement, since order was BOGO, and total order cost was $329.90, request 50% refund totaling $164.95 to original payment method.Business response
11/12/2021
Business Response /* (1000, 8, 2021/10/29) */ We got this order on our website and shipped it on time. Customer received the parcel but she had problem with it,we explained her concern and provided solution, customer accepted the gift card.Initial Complaint
10/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction 09/22/2021 order #LMXXXXXXX totaling in 189.90 ive messaged the seller 5 times about returning my wig and have yet to get response i wasn't satisfied with the quality of the wig , such as the plucking bleached knots and the lace which they told me i could just fix myself but for a almost 200$ wig i shouldn't have to bleach and re-pluck anything especially when the description states pre-plucked lace , they've been very uncooperative since i ordered the wig to begin withBusiness response
11/12/2021
Business Response /* (1000, 8, 2021/10/29) */ We got this order on our website and shipped it on time. Customer received the parcel but she was not satisfied with this order, we explained her concern and provided solution. Customer preferred to return it, we have received the return parcel and processed the refund.Initial Complaint
10/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made a transaction of 219.00 on two wigs, on the luvme website, I have not received a confirmation or receipt for my order. This website seems to be fraudulent. They also have not responded to any emails, pertaining my concerns.Business response
11/12/2021
Business Response /* (1000, 8, 2021/10/29) */ We have processed this order and it was delivered.Any problem customer can send email to us.
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Contact Information
Customer Complaints Summary
106 total complaints in the last 3 years.
32 complaints closed in the last 12 months.