ComplaintsforIGK LLC

• Initial Complaint

  05/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased an IGK hair dye kit from ***** Beauty for $30+. Hair dye was RRV a fuschia color. Ended up with dark chocolate red not what I wanted nor what the color advertised on the box. Store says to go to company to complain since I already used the product. IGK basically says, Sorry! Buy more products from us. Unprofessional business that misrepresents the products they sell then instead of correcting the problem, tries to make you spend more money.

  Business response

  05/28/2024

  
  While we aim to provide the most predictable results with our permanent color, results can vary based on previous hair color, hair porosity and underlying pigment. We cannot guarantee that the outcome will always be consistent with the packaging as one must assume their own risk when coloring the hair at home.
  
  Since this product was purchased from a retailer (Sally's ******* and not directly from IGK Hair we cannot offer a refund. We did however offer a credit on our website for the value of the kit. If the customer wants a full refund they will need to work with the business they placed the order with. 

  Customer response

  05/29/2024

   
  Complaint: 21765842
  
  I am rejecting this response because it essentially places the blame on the consumer for the product not working as advertised.  ***** Beauty could not give a refund as the product was used.  They stated it was IGKs responsibility for a refund since their product did not work as advertised.  It was also noted that theyve had lots of similar complaints about this hair dye.  IGK blames me for their product not working is laughable at best my hair is cared for and Ive been a stylist.  I know how to dye hair and how to ensure color takes properly.  The problem is that this dye lacked the advertised violet pigment.  Offering me $29 on their site but requiring me to spend more money on shipping is pure greed and horrible business ethics.  A solution is not making the customer spend more money.
  
  Sincerely,
  
  *******************************

  Business response

  06/05/2024

  We offered a credit on our site for the price the customer paid for the product at ***** Beauty. This is the only exception we can make as we have stated clearly in our policies that we can only offer refunds from purchases made directly from our website. 

  Customer response

  06/06/2024

   
  Complaint: 21765842
  
  I am rejecting this response because as mentioned before, I would still have to give this company MORE money to use any credit they offer.  Why should I spend MORE money with a company who CLEARLY doesnt honor customers or guarantee their ********************** to work as they claim?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The IGK site has not way of canceling a subscription, it errors out, I sent a email after the first box received through the site. On the site there is a delete subscription option but it is not accessible. They also do not list a phone number to call. So I received a shipment several months ago and then thought it was canceled only to receive an email yesterday that they charged me without authorization for another box. What good is a site that is full of errors? And I told I have to request a refund when I did cancellation this subscription. I only received 1 box?

  Business response

  05/29/2024

  The first time this customer wrote in requesting help was 5/20/2024. We do have other customers who are able to cancel their subscriptions without issues. We send a number or reminders of subscriptions with a link to manage their account. We also have the customer service contact listed in multiple places. We also offer free and easy returns so this customer can return their order with no problem. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a hair glaze, more life color extending shampoo and more life color extending conditioner. I only received the glaze, NO shampoo or conditioner. Multiple attempts to contact them via the email address have only resulted in them asking me to provide a picture of the package. Too late. That has been thrown out long ago. I do have the package insert of what was to be included which I told them but have not heard back. I had no idea I had to keep the box. They are so slow to respond or I would have. I honestly do not know what that would have shown anyway. The items were not included. The phone number I tried does not work when I attempt to call. The name of the online company is called IGK Hair. The email is ************************************* My order number is ****** and the total amounts of all 3 items was $76.80. Again, I received the glaze just not the other 2 items.

  Business response

  05/08/2024

  This customer was sent a replacement and we emailed her. The email we sent bounced back. This is resolved. 

  Customer response

  05/09/2024

   
  Complaint: 21675820
  
  I am rejecting this response because the  company said it attempted to reach me but the email bounced back. That is impossible. I continue to get their advertising emails almost daily for their products. How can I get those and not get the email response they sent me? Its the same email address. Their response to the BBB also said they sent the replacement products and the matter is resolved. I have received NO replacement products thus far. I also cannot open the attachment provided in the response sent to the BBB. 
  

  All I want truly are the missing shampoo and conditioner or a refund for both. After that, I am done and no further contact needed. I am in my sixties and on a fixed income. This purchase was budgeted for and not something I can just write off. Its a lot of money for me. Also I have never used the BBB before for any issue with a company. This is just frustrating. 
  

  Thank you so much again for your help. I honestly dont know what to do anymore. 
  
  Sincerely,
  
  ***************************

  Business response

  05/10/2024

  Please see the screenshot with clear proof that the email bounced back. The replacement is in transit arriving tomorrow 5/11 please see the tracking here:
  *******************************************************************************************;

  Customer response

  05/11/2024

   
  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. The delivery of the shampoo  and conditioner arrived today. I consider the matter resolved and no further action is needed  
  

  Thank you again for all your help. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase on April 3, 2024. Before I made the purchase, the price quoted to me, including shipping, was $20.40. However, after I had already made the purchase, I was notified I had been charged $31.04, apparently due to a shipping fee that was not listed anywhere before making my purchase. I immediately notified the business and asked them to cancel my order. This request was ignored and I was told they could not cancel, even though I put in the cancelation request within minutes after making the purchase and I did not receive my order until almost two weeks later. I have tried and failed several times to obtain a full refund from the company. Even though they advertise that satisfaction with the product is guaranteed or your money back, they apparently do not offer refunds on the $10 shipping charge that is not represented to customers before making their order. My experience has led me to believe this is a predatory company using false advertising and pricing to trick customers into making purchases so they can pocket the $10 shipping fee.

  Business response

  05/10/2024

  This purchase was made on meta shop. We cannot control how the shipping fee displays in this platform. It seems that this user got confused on this platform which we also have no control over. On our website we have it very clear that we offer free shipping on orders $50+. We refunded the customer for the product and had her keep the item because of the inconvenience. We are not able to refund shipping fees and this is clear in our FAQ on our website *********************************************************************************;

  We are sorry that this customer did not have a good experience placing her order through meta shops and recommended that she reach out to them. We have done all we can to assist this customer. Please **** this as resolved. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased hair color dye for my hair and I have not subscribe to any of their products since I have left a review on their website saying how disappointed I was with their product not covering the gray hair at all. Then today I get an email saying that they have shipped my order. I email them telling I did not purchase anything, then couple hours later they charged my credit card. I emailed them to refund my money and they said they cannot do that because it was automatically processed at the warehouse. They are thieves that is what they are and they better refund my money.

  Business response

  03/19/2024

  When a customer ops into a subscribe option on our website when making a purchase they have to check off two boxes confirming acknowledgment of this commitment. We also send out multiple reminders about the subscription they have.  We have clear FAQs about how to manage subscriptions on our website here: ***************************************************************************. In our interaction with the customer we canceled the subscription, but we cannot cancel orders once they are with our warehouse. We directed them to the returns portal. We offer free and easy returns, so we are not refusing a refund. It appears that this customer is unwilling to take any action on their part manage a subscription or request a return. We also reply to customer within ***** hours so if this customer wanted help with a subscription prior to it shipping we are very available. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/11/2023, I ordered several items in separate orders from the IGK Hair website. I received one order (order # ******) via **** on 12/23/2023, however, the first order I submitted (order # ******; total number of produsct in order = 7 products; total paid for order = $177.60) via the IGK website was never shipped and hence, never received. I have tracked order # ****** via the customer portal and the **** website, and neither indicate that the order was ever shipped. I checked the IGK Hair and **** website to track progress of the order and shipment, however, the order shipment status never changed from "Pre-Shipment - Shiping Label Created, **** Awaiting Item - ******, ** ***** on December 12, 2023, 12:10pm". The **** shipment status has not been updated sonce 12/12/2023.I contacted IGK customer support ************************************** several times across several days: 12/20, 12/21, 12/22, 12/24, 12/25. Each time the response has been referencing a different order number that I had not contacted them about, then followed by another canned message indicating that IGK could reship my order while investigating the shipment issues with the carrier (****) and asking me to confirm my address for reshipment. I have responded to each email request from IGK and have verified and confirmed my address from my original order (order # ******) for reshipment. However, I never hear back. No confirmation on order reshipment. No new shipment tracking information. No message nor response from IGK Hair. I have tried contacting the phone numbers online for IGK Hair (***** phone number *************) and a toll-free number ***************)), however, both numbers are automatically directed to a generic voicemail box.I would like to receive the items I ordered and paid for before the end of 2023. I have exhausted all resources to try to contact and resolve this issue directly with IGK Hair and have been unsuccessful. I would greatly appreciate help from BBB to resolve this issue. Thank you.

  Customer response

  12/27/2023

  Hello BBB,

  Today, Wednesday, December 27, 2023, I received the missing order (# ******) from IGK Hair. Although the **** tracking information hadn't been updated until this morning (12/27), **** delivered the package at 2:11pm today, 12/27/23.

  Since I have received this order and delivery, I would like to close this inquiry/complaint.

  Please let me know if there is anything else I need to do in order to close out this case: Complaint ID: ********.

  Thank you in advance for your help, guidance, and support.

  Warm Regards,

  Yuka

  Customer response

  12/27/2023

  Hello BBB,

  Today, Wednesday, December 27, 2023, I received the missing order (# ******) from IGK Hair. Although the **** tracking information hadn't been updated until this morning (12/27), **** delivered the package at 2:11pm today, 12/27/23.

  Since I have received this order and delivery, I would like to close this inquiry/complaint.

  Please let me know if there is anything else I need to do in order to close out this case: Complaint ID: ********.

  Thank you in advance for your help, guidance, and support.

  Warm Regards,

  Yuka

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Advertised and order placed on Instagram Instagram order #****** Seller order ##*************** Transaction date 8/23/2023 Amount $135.78 Return policy: 14 days within receipt Details:- Return requested via Instagram 9/5/2023; app states seller should respond within 2 business days - Seller did not respond to request - I emailed seller ************************************** 11/7/2023 requesting return credit - ****** replied 11/8/2023 stating the request was not received and they are "working out bugs with Instagram returns"- ****** stated they received my bank dispute, will override the chargeback, refund the order and I should "see the funds back to the original form of payment in 3-5 business days"- I emailed seller 11/15/2023 stating refund has not been received - Seller replied 11/17/2023 stating chargeback funds were frozen but now they accepted the chargeback and the funds were with my bank - I replied 11/17/2023 and 11/18/2023 stating the funds were reversed and per IGK Hair's request, sent the date of reversal 11/3/2023 and a screenshot of my bank statement - I emailed seller 12/5/2023 requesting an update on this case - As of today 12/12/2023 seller has not responded and I have not received the refund credit to my account Requesting full refund to original form of payment

  Business response

  12/28/2023

  The details that the customer provided about her contact with us are correct, but I would like to add a few details. This customer requested a refund via instagram, and then emailed into us requesting a return on 11/7/23. We list in various places on our website our return policy and instructions to out portal. On 11/8/2023 we responded and went to refund her, however the funds were not available to refund because a chargeback had been opened on their part. If the customer had written into us and waited 24h we would have refunded her order in full with no problems. However, because of the chargeback we could not, and we communicated to her that we needed to wait 75 days according to the information that we have about the chargeback. As of today 12/28/2023 the chargeback was won in our favor because we are doing everything in our power to help this customer. However, the funds are still not available to refund. This looks like it is a problem with orders placed on the meta platform that chargeback are filed on. We are still working to resolve this as a lot of small issues can be difficult to troubleshoot with the meta platform. We ask that the customer have more patience since they filed the chargeback which added significant time onto resolving this for them. 
  
  I have attached screenshots of the conversation. As well as a screenshot of where it shows an error due to the order being placed through meta. 

• Initial Complaint

  08/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased Good Behavior hair spray from IGK around the latter part of June. Then around 7/21/23 I received a 2nd bottle of product with another debit card charge. I contacted IGK and they said they needed to know my email address to look up my account. I provided both of my email addresses and they stated they didnt show any orders for either of those email addresses therefore they couldnt help me. I have now received a 3rd bottle of product with a 3rd charge to my debit card. They obviously have my address on record but wont stop the recurring charges and items. Please help me.

  Business response

  08/21/2023

  Please remove this complaint, it has been resolved. Details below. 

  This customer placed an order on ****************************** on 6/3/2023 and signed up for a subscribe and save option with the email *******************. They wrote into us on 7/10/2023 asking for assistance and provided the emails ********************** and ********************** as you can see in the conversation attached. Under these emails no orders were placed so there are no customer records. Our team did more work on the backend and found the account and cancelled the subscription on 8/21/2023. We offer support for account management, and provide a portal where customers get clear instructions on how to manage their accounts. We cannot manage customer's unique email addresses or be responsible if a customer does not remember the email they placed an order with. Notifications and activations are also sent to the email that the order was placed with making it very simple for customers to manage any subscriptions they signed up for. We did the best to our ability to assist this customer and their request has since been resolved. 

  Customer response

  08/22/2023

   
  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,
  
  Kym **********

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I still havent received it. I had to go buy a coloring kit elsewhere. I would like a refund to my original form of payment please for order number: ******

  Business response

  08/14/2023

  This customer's order was delivered to the shipping address they provided on order #****** by **** on 8/3/2023. The customer claimed they did not receive the order. We need to file a claim and wait 5-7 business days to see if **** can recover the package. We did this process and **** could not locate the package, we already refunded this customer. Screenshots of this transaction and the communication with the customer are attached. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the product called Expensive. It took 6 days to get the product. I used it twice and decided it really wasnt good for my hair. I emailed the company about returning or just exchange it. They said they have a 14 day policy for returns or exchanges, keep in mind it took 6 days to get it! They said it had been 18 days so no exchanges or returns. 14 days from the date you order it is ridiculous and a bad way to do business. They are not interested in pleasing the customer, they got my money ($64) thats all they cared about.

  Business response

  06/26/2023

  This customer's request for a return/exchange was outside our return policy window. I made an exception and processed the refund for the customer. Please see the return transaction attached. Please remove this complaint. 

  Customer response

  06/26/2023

   
  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,
  
  *****************************

*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. ↩