Business Profile

Hair Products

IGK LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for IGK LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello, I ordered this product on March 29th 2025, it was "delivered" but the photo provided is not my apartment, or complex. I have no idea where this is. I emailed umteenth times and provided ring camera footage of the timestamp of delivery, emails saying timestamp, and the delivery photo provided by the shipping company ... I received an automated email and then finally one email saying they were going to escalate the case and I've never heard back, it has been almost 2 weeks. No refund and never got a replacement shipment. Now I just need a refund as I do not want this company's products. They are thieves.
Business Response
Date: 04/15/2025
This customer was refunded in full yesterday. We have limited agents working on the weekends, which is when this customer was looking for a resolution to their issue. It was promptly resolved when full staff returned on Monday.
Customer Answer
Date: 04/15/2025

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:03/10/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 the items with a delivery date of March 7. The tracking shows the product came to a town in ** I have never heard of and then showed it going right back to the warehouse! The tracking is stuck on March 5 with the item in ****. It's now March 10. I tried to call the company for several days, but I get a recording that says "No one is available to take your call." I have emailed customer service many times since March 7, and no one answers; I don't even get a confirmation email. I used my full correct mailing address on the order. My card was charged. The error is on their end, but no one will answer my calls or emails. I'm fed up with trying to contact them just to get no response. I want my money back. My bank has issued a temporary refund, but even though I DID order the products, it is evident I am not going to receive them.
Business Response
Date: 03/25/2025

This customer's order was delayed in transit. We were in communication with the customer regarding this as you can see from the email communication attached. The order ended up being delivered on 3/13 here is the tracking: **************************************************************************************
Customer Answer
Date: 03/25/2025
I did receive my order. However, the order was received a week after it was supposed to arrive. And the order also traveled through three states to *** then back through three states, THEN back to me.
you can close the case, but the customer service was severely lacking. I would not rec ordering from this company.
Business Response
Date: 03/26/2025
It is unfortunate that this customer had a delay in the shipping of their order. Unfortunately, there are circumstances that are out of our control and we always work to resolve customers issues. That may require patience on both sides.
Initial Complaint
Date:02/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Sent but did not order and the phone number is false!!!
Business Response
Date: 02/11/2025
This customer wrote into us yesterday 2/11 and had signed up for a subscription to a product. They requested to ****** the subscription and return the order. We gave them return instructions today and they are clearly listed on our website. They need to submit the return in our portal *******************************************************;
Initial Complaint
Date:02/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
One I never order a subscription, luckily I saw the charge I received the other day and did some research and saw how they snuck a charge back in December that caused that account to be overdrafted. ordered a product and was charged for it and then right after they charged again a week later. You can see on their profile nothing was sent for the 2nd charge and then was placed on some Subscription I sent them pictures from their website of the orders sent and then the charges on that card which showed they have charged 3 times for one thing that was ordered. And says 2 things sent and only one was sent even tho that 2nd item wasnt ordered. I ordered one thing in late nov and thats it. Overall charged ****** but with the 31 dollar fee because of a 2nd charge a week later total cost of ******. Contacted them and no reply.
Business Response
Date: 03/06/2025
This customer did sign up for a subscription to a product on an order they placed on 11/30/2024. They signed up to be sent the Thirsty Girl Leave In ***** every sixty days. When someone does opt into a subscription they have to accept this in multiple points throughout the checkout process. They also get 3 emails confirming this and alerting them to their new subscription order. I see that the subsequent subscription order was sent out on 1/29/2025 for $31.13. I have attached the two orders and the breakdown attached. This customer is claiming that they did not receive the second order from 1/29/2024 but we show it as delivered. Here is the tracking: *******************************************************************************************;

We clearly state on our website how to manage subscriptions and and return orders. This customer was never charged $121.65
Customer Answer
Date: 03/17/2025
There was nothing sent saying I joined a subscription, why would I want a subscription for something that was a gift it was a quick way for you guys to scheme on people to charge the hoping they wouldnt see. Like I said I was charged back to back and your website says one thing was sent on that first charge and then the next thing sent was a month later which I never wanted I sent all the pictures of the charges. Do the math thats the total that was charged.
Customer Answer
Date: 03/17/2025
There was nothing sent saying I joined a subscription, why would I want a subscription for something that was a gift it was a quick way for you guys to scheme on people to charge the hoping they wouldnt see. Like I said I was charged back to back and your website says one thing was sent on that first charge and then the next thing sent was a month later which I never wanted I sent all the pictures of the charges. Do the math thats the total that was charged.
Initial Complaint
Date:12/14/2024
Type:Delivery Issues
Status:
UnansweredMore info
Complaint statuses
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 made a purchase with IGK on December 1st paid for product. The delivery service said they have not received product! *** reached out to company 15 times with no response! It states fulfilled but its not! I want my product and some sort of response! Terrible!
Customer Answer
Date: 12/22/2024
I have yet to receive a response from IGK for my product or a return. Its been almost a month! Please do something about this they a stealing peoples money!
Customer Answer
Date: 12/26/2024
This is my receipt . Please have them send my product or just give a refund!
Customer Answer
Date: 12/26/2024
This is my receipt . Please have them send my product or just give a refund!
Customer Answer
Date: 01/05/2025
Here is my receipt, I sent this to *** from IGK she said my product should be shipped soon. Now nothing. Except I got a email to rate the product they never sent me. Can I get my money back! What a scam company!
Initial Complaint
Date:10/29/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 with IGK on 10/11/24. For over a week the shipping was in limbo. I reached out to the company via email and they immediately sent out a replacement order. Delivery date was supposed to be on 10/21/24; however, the shipping info is still the same as the last. I reached out to the company again, and asked them just to refund my money. I hadn't heard from them until I sent another email to check status. Again, I was offered another shipment. My response is that either send me the products overnight, or simply refund my money. At this point, they've refuse to refund my payment, their answer is to just keep shipping products. By them refusing to issue a full refund, they are essentially stealing my money since I still have no product. I had to spend additional monies to get said products at another store. Their customer service is awful.
Business Response
Date: 11/27/2024
This customer has been refunded in full. And the replacement order did arrive to them on 11/4 here is the tracking:*******************************************************************************************;

So they now have free product because of the error with the carrier on the original order. Please mark this as resolved.
Initial Complaint
Date:10/11/2024
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
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 seen a ad on ******** and placed a ****** dollar order to IGK Beauty Store or ****************************** on October 1st 2024. They took my money and wont send the product out. I asked for a refund which I have not received. They blamed a delay on a winter storm in a email but its only October 1st. So they are lying. I need a refund since they refuse to send the products out Address ****************************** @igkhair ******************************************
Initial Complaint
Date:07/16/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 online the IGK high shine conditioner one time and now they have enrolled me on a monthly subscription without my authorization.I never agreed to this. I have sent them 3 emails because they don't list a phone number, because they know they are scamming people.No answer to my 3 emails.I want me money back! I am not the 1st person to report them.
Business Response
Date: 07/19/2024
When a customer orders product and signs up for a subscription they have to acknowledge the subscription in various places in our checkout process. We also send follow up emails regarding the subscription and providing the link to login and manage a subscription. We also have these instructions easily accessible on our website. This customer wrote in 2 times requesting a customer service phone call. We commnicated to them that we do not provide phone support at this time and requested to know what the issue was. On the third email they requested help cancelling the subscription which we did this past Wednesday 7/17. Please see the screenshot.
Customer Answer
Date: 07/19/2024

Complaint: 21996639

I am rejecting this response because:
I did not accept a subscription at any time. Nowhere on their site when I processed my one time purchase did it say it was for a monthly subscription.
I beleive this is a scam. I never used their products so why would i order a monthly subscription if i don't know if it works? They got away with charging me for a 2nd product that was recently delivered. I did not order it.
i also did not recieve the attached email. Thisvis wjy i emailed them 4 times. I finally got a response when i posted in Facebook.
i would like a refund for my 2nd order.
Sincerely,

*****************
Business Response
Date: 07/25/2024
Our policies regarding subscription are clearly posted on our website, and I can confirm that emails are sent with information on subscriptions. We also offer free and easy returns by visiting returns.igkhair.com that we are happy to guide customers through if they feel they received an order in error.
Initial Complaint
Date:07/12/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
Two products were shipped to me that I had not ordered and my credit card was charged. Multiple attempts to resolve remain unanswered
Business Response
Date: 07/19/2024
This customer signed up for a subscription to a product on our website. When a customer does this they are required to acknowledge this in various places through the checkout process. They also receive email reminders and information on how to access and manage their subscription. This customer wrote into us on 6/24 requesting to cancel the subscription and we did. Please **** this as resolved.
Customer Answer
Date: 07/19/2024

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.
I do not remember subscribing, though if I did, it was in error. I did not; however, receive any email reminders of the auto ship and I was unable to find anywhere on the website that I was able to check or manage an auto subscription. There was no available phone number and multiple attempts to email were ignored until I filed this claim.

Sincerely,

***********************
Initial Complaint
Date:05/27/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,

*******************************

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IGK LLC is NOT a BBB Accredited Business.