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Business Profile

Hair Pieces

Luvme Hair Company

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 114 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a wig from luvme, (hair) especially for a cruise that I was planning. I was going to have the Wig installed when I got to ******* after I washed the wig. It looked fine once it was placed on my head and combed out. It had excessive shedding. The hair look like it was made of a bad batch just full of split ends and it looked nothing like the wig I ordered. Ive been communicating with love me and also sent them photos and a video of the hair and show them the products I use on the hair and then I didnt hear back from them. Ive been buying from luvme (hair) for 10 years and the last three wigs that I bought were horrible. I do not plan on purchasing anymore wigsLM4637 from now unless they make this one right

  • Initial Complaint

    Date:10/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a wig for $138.05, order # LM4679248. I received the wig on 10/16/24. The wig is too small for my head and the color is wrong for my skin tone. I sent an email requesting a refund or an exchange for a different wig thats larger. I have not received a response. I have sent an email every day, with no response. I cant send the wig back without LUV ME consent. This is unacceptable for a business to not response to their customers. Im a customer that has purchased several wigs from them. At first I was considering just doing an exchange and buying a larger wig that cost more. Now I dont want to do business with a company that doesnt respond if Im not happy with my purchase.

    Business Response

    Date: 11/12/2024

    Hi LUVME Queen,

    This is an automated email, no response is required.

    We appreciate your inquiry. Due to a high volume of requests, our response time may be longer than usual. Please rest assured that we have received your email and will respond to you as promptly as possible.

    Friendly Reminder:
    1. To help us assist you more efficiently, we recommend contacting us via a single communication channel. This ensures that we can address your inquiry promptly.
    2. For returns, we will honor the deadline based on your initial contact date.

    We sincerely apologize for any inconvenience this may cause and thank you for your understanding and patience during this time.

    Best regards,
    Customercare Team

  • Initial Complaint

    Date:10/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Subject: Order Not Received - Request for Immediate Resolution Dear Luvme Hair Customer Support,I hope this message finds you well. I am writing to bring to your attention an issue regarding an order I placed through your website on September 30, 2024. I ordered three wigs, but unfortunately, I have not received my order yet, despite the amount being deducted from my ************ are the details of my order:Billing Address: ************************************************************************************************************************ Date of Order: September 30, 2024 Number of Items Ordered: 3 wigs I kindly request that you investigate this matter and provide me with an update on the status of my order as soon as possible. I would appreciate it if you could confirm whether the items have been shipped or if there is any delay.If the order cannot be fulfilled, I would like to request a refund for the full amount charged to my account.

  • Initial Complaint

    Date:09/30/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    These people will respond to you on whatsapp up until you ship off that return and ask for an update on your refund. They then ghost you ! Very disrespectful and Im going to contact my bank to make a dispute and this all their fault for not wanting to update me. ****** shopping only because their customer service responds !

    Business Response

    Date: 10/15/2024

    Hi Dear,

     

    Thank you for taking the time to share your feedback.


    We are genuinely sorry to hear that your recent experiences have not met your expectations. At Luvme, we strive to provide high-quality products and exceptional service, so it's concerning to hear about the issues you've encountered.
    We apologize for the delay in response. Due to the recent increasing inquiries, we are having trouble replying to the message as we were. 

    It is noticed that our Whatsapp team has issued a refund for you and the amount was out of our account on Oct 6, would you please kindly check it? It may take 3-7 business days for the refund amount to appear on your account statement, depending on your card bank. All refunds will be sent back to your original payment method. 


    Your opinions matter. We'll keep working hard to provide better services.

    Best regards,
    Customer Care Team
    ******************** HAIR

  • Initial Complaint

    Date:09/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 05 September 2024, I received the hair on 10 September 2024. The company advertisement is tangle free, shed free, 100% virgin hair, free returns within 30 days. Upon arrival as I was taking the hair out of the package I noticed the quality. The hair quality is poor, it sheds and tangles an awful lot. On September 23, 2024 I emailed customer service, to do a return, with no response. I made two reviews on their website about my purchase. While the packaging was nice it was just an illusion to what was inside, a bird nest of hair. This is unsatisfactory customer service and treatment. I have the right to a full refund and a right to dispute this transaction. This business gets a lot of complaints after further research. They should not be able to take advantage of people and should be closed down immediately following investigations into the faulty products they are selling. I want to request a refund.

  • Initial Complaint

    Date:09/26/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    aug 30 purchased a wig which I have contacted them numerous times to return - by email and calling - they always respond that they will get back to you in 72 hours but never do - this is a scam

  • Initial Complaint

    Date:09/11/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought online the hair/wig on Aug 26, 2024, from Luvme hair retailer, it was $112 + Tax, TOTAL $121.. They sent the hair, but it was very silky instead of yaki and was refundable. I returned it and they claimed that the package I sent had a different item inside. They never told me what it was but an unclear picture of the object. I insisted that I sent them back their hair and never wear it. They insisted that they never received the right item and that I sent them a different item. I asked for them to send back the item they thought I sent. When the package arrived, it was a lamp inside of the box. They scammed me, kept the hair I sent and the m***y I paid for it. Seller *** ********** Return ID *******************

    Business Response

    Date: 09/25/2024

    Dear customer,

    We fully understand how you feel, but upon reviewing the entire process, we'd love to clarify that the item we returned to you, is exactly what we received.

    When we received your return, we immediately notified you that the wrong product was sent back and recommended you reach out to the courier to investigate any potential mix-up. At the same time, we provided you with photos of what's in the box and the label on the outer package. However, we did not hear back regarding this issue.

    Additionally, we understand you opened a dispute via ******. Following a thorough investigation by the platform, they found no violations on our end and ruled in our favor, confirming that we have acted in accordance with the platform’s guidelines. We promise that we did not hold or change the parcel you returned.

    Our company has always maintained a reputation for honesty and trustworthiness. We have consistently carried out transactions and provided after-sales services in adherence to our policies and customer preferences. We have never engaged in any fraudulent practices and have no intention of doing so.

    We truly value your trust and aim to resolve this issue as smoothly as possible. If there is anything further we can do to assist or clarify, please don't hesitate to contact us.

    Best regards,

    Customer Answer

    Date: 09/25/2024


    Complaint: ********

    I am rejecting this response because:

    I never sent out the product they sent back. They are scamming with false item and information.  I never had any issues with any purchases made on ******, I spent $120, and cannot comprehend when luvme hair is insisting that I sent back a lamp instead of the wig. It's not about m***y ar this point but the awareness of deceiving customers. I have attached their email stating they had technical issues with their shipping, distribution process.  They must have made an error that they refuse to admit. 

    Please note that I'm not satisfied and those should be reported. 

     



    Sincerely,

    Fatoumata K***

  • Initial Complaint

    Date:08/29/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a wig at the end of July and retuned it within 30 days. It had a track missing in the back. The company responded within a day to give the free return label and send it: The return was received Monday Aug 26th. I am now waiting for a response to see if the return qualified for a refund or not. No update or response from emails since they received the return. Im just asking a simple question. Yes or no? I have bought many wigs in the past and this is my first bad experience and my first return. I really liked this company.

    Business Response

    Date: 09/02/2024

    Dear ******,Thank you for taking the time to share your feedback. We're truly sorry to hear about your recent experience and understand how disappointing this must be for you.This case experienced an unexpected delay due to the responsible colleague being out of the office. We want to assure you that your refund has been processed and is now being handled with priority. Our VIP team will also contact you via email at the same time.Regarding the track issue you mentioned, it seems that the hair in the closure did not cover the track well. This may have happened when the style gets messy after the transit. We sincerely apologize for this unhappy experience and have forwarded this issue to our factory. Your feedback is of great importance to improving our product, and we will take it seriously.We value your business and are committed to providing the highest level of service. Thank you for bringing this matter to our attention, and we appreciate your patience and understanding.

    Customer Answer

    Date: 09/02/2024

    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

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a wig from Luvme, and it is way too big. The refund policy says you can return within 30 days and they will refund you if it is within the 30-day window. I tried it on, but it is too big and the scalp color is dark and doesn't match my skin tone. I am unhappy with the wig and just want to send it back and get a refund. I have sent them multiple messages via ******** and email 08/26/2025, as well as every day since then, with ZERO response. I have reached out on their ******** ************** and also in email at **************************, which is exactly how they say to contact them. I just want to know the process to send the wig back and get a refund.

    Business Response

    Date: 09/02/2024

    Hi Paula,

    Well received your request on return the order. Thank you for sharing your feedback with us. We truly appreciate it and apologize for any disappointment caused by our product not meeting your expectations.

    We noticed that we have followed on emails and proceed with the return process. 

    Apologize for the delayed response due to the high volumes of inquiries. We will keep tracking the package and your patience on this matter is greatly appreciated.

    Have a great day! 

  • Initial Complaint

    Date:05/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 16th I purchased a wig from this company. I attempted to cancel the order but was told that I could not. When I checked my bank statement this morning, Luvme hair charged my card twice for two different amounts. I have tried to contact customer service with no response. Not even in their live chat

Luvme Hair Company is NOT a BBB Accredited Business.

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