ComplaintsforNoor Hair

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  By no means, one should buy anything from this company! I ordered the serum in November. Payment was taken immediately. After weeks of not receiving the order I reached out to them to inquire on the status of my order. I was asked to be patient as they were expecting a delay in their warehouse. A week later I reach out again, only to be told another lie, at that point I started to realize this must be scam! And i started to demand a refund. I was no longer interested in the order. I got the run around, suggesting that I call their customer service number (I called several times) no one answered. Only an automated response. I kept emailing requesting a refund. I filed a claim with my bank for non receipt of the order. I received an email from the company on December 18th claiming that they would refund me. To date that has not happened., my bank is handling it. Please DO NOT order from this company.

  Business response

  01/14/2024

  Hi *************************,

  I trust this email finds you well. I am writing to address the recent report filed with the Better Business Bureau (BBB) regarding delivery issues. We take customer concerns seriously and would like to resolve this matter as quickly as possible.

  
  We are genuinely sorry to hear that you have experienced delivery issues, and we understand the frustration it may have caused. Your satisfaction is our top priority, and we want to assure you that we are committed to making things right.

  
  To better assist you and promptly resolve the delivery concerns, we kindly request that you reach out to our customer support team directly. Our dedicated team is ready to investigate the issue, gather additional details, and work towards a satisfactory resolution.

  
  Please contact us atPhone: **************? Email: ****************************************** to assist you with any questions or concerns you may have.

  
  In addition, we would appreciate it if you could consider closing the chargeback filed with the bank once we've successfully addressed the delivery issues. Resolving the matter through direct communication allows us to provide personalized assistance and ensures a smoother process for both parties.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to make amends and restore your confidence in our services.

  
  Best regards,

  Noor Support

  Customer response

  01/15/2024

   
  Complaint: 21103192
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order my hair products November 25, 2023 the website says 3-5 business days not three weeks to a month. I talk to *** on December 6 and I told her I want a refund nothing happen then I called back on December 18 and talk to **** and I asked to speak with a supervisor and **** told me me that she cant do that someone will call me back still waiting on that call so I filled a dispute with PayPal they try to bully me into closing my dispute with PayPal in order to get my money back

  Business response

  12/23/2023

  Dear *****************************,

  
  I hope this message finds you well. We sincerely apologize for the inconvenience you've experienced regarding your order, and we appreciate your patience as we work to address the issue. We understand that you filed a complaint with the Better Business Bureau, and we are committed to resolving this matter to your satisfaction.

  
  Upon investigating your case, we found that you have an open dispute filed on PayPal related to the same order. In light of this, we would like to inform you that we are unable to process a refund while the dispute remains open. To ensure a prompt and seamless resolution, we kindly request that you consider closing the PayPal dispute.

  
  Once the dispute is closed, we will expedite the refund process, and you can expect to receive a full refund for your order. Please be assured that closing the dispute will not impact our commitment to resolving the issue and providing you with the best possible customer service.
  To close the dispute on PayPal, please follow these steps:
  Log in to your PayPal account.
  Navigate to the Resolution Center.
  Locate the open dispute related to your order.
  Choose to close the dispute.

  
  Once you have closed the dispute, please notify us so we can processed with the full refund.

  
  If you encounter any difficulties or have further concerns, please do not hesitate to reach out to our customer support team at **************************************** We are here to assist you and ensure that your experience with us is a positive one.
  Thank you for your understanding and cooperation in resolving this matter. We value your business and are committed to making things right for you.

  
  Sincerely,
  ********

  Noor **************** Team

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order through PayPal for the Merchant's hair supplements on 11/22/2023 for a total amount of $156.00. However, on the same date I emailed the Merchant that I wanted to cancel the order several days before the products was shipped out. As the Merchant states there is a 60 return policy. The Merchant shipped the products out anyway. I did however receive an email on 11-28-2023 from the Merchant stating that I had 2 options : (1 )To return the products with Full refund of used or unused products and pay for the return shipping or ( 2 ) The Merchant agreed to refund 40% and I keep the products as a token of their appreciation. I agreed to keep the products for the 40% refund. The agreement was made by email confirmation on 11/29/2023 between the Merchant and myself. The Merchant stated on 12/02/2023 that the $62.40 would be processed to my original payment which is through PayPal and to allow up to 3-5 business days to receive the refund. However, as to this date 12/16/2023 PayPal stated that the refund in the amount of $62.40 was never received by the Merchant. I have reached out again several times regarding the agreed upon refund in the amount of $62.40 but this time I have NOT heard anything back from the Merchant, nor has the Merchant issued a refund to my original form of payment ( PayPal ) I consider this to be a dishonest unethical business not to live up to a legal binding agreement. I would have sent the products back to this Merchant for a full refund had I known the Merchant would not honor its agreement with their customer(s).

  Business response

  12/23/2023

  Dear *****************************,

  
  I hope this message finds you well. We appreciate your engagement and feedback regarding your recent order, and we sincerely apologize for any inconvenience caused throughout this process. We are committed to resolving the matter to your satisfaction.
  Upon investigating your case, we understand that there was a request to cancel the order initially, but unfortunately, the order had already been dispatched. Subsequently, an agreement was reached for a 40% refund, allowing you to keep the product. We appreciate your willingness to find a solution.

  
  Regrettably, we've encountered a challenge in processing the agreed-upon refund due to an open dispute filed on PayPal. To facilitate a prompt and complete resolution, we kindly request your assistance in closing the PayPal dispute.
  Once the dispute is closed, we will expedite the refund process, and you can expect to receive a full refund, as per our agreement. Please be assured that closing the dispute will not affect our commitment to ensuring your satisfaction and addressing any concerns you may have.

  
  To close the dispute on PayPal, please follow these steps:
  Log in to your PayPal account.
  Navigate to the Resolution Center.
  Locate the open dispute related to your order.
  Choose to close the dispute.

  
  Upon successfully closing the dispute, please allow a short processing time for the refund to be initiated. You will receive an email notification once the refund has been processed successfully.

  
  If you encounter any challenges during this process or have further concerns, our customer support team is available to assist you at ***************************************

  Thank you for your understanding and cooperation in resolving this matter. We value your business and strive to ensure a positive experience with our products and services.

  
  Sincerely,

  ********

  Noor Customer Support

  Customer response

  12/28/2023

   
  Complaint: 21016129
  
  I am rejecting this response because: The PayPal chargeback was issued because you failed  to issue the refund of $62.40 that was agreed upon on Dec 2nd, 2023. The chargeback was not issued until several weeks later. You did not honor your agreement to refund the money in a timely manner.  There  was an  sufficient amount of time  that passed since Dec 2nd 2023 and NO refund was issued on your behalf . After your failure to refund the money in a timely matter then the PayPal charge back was opened. However, the products has been shipped back to you with a tracking number stating delivered. So since you have your products back unopened and unused please issue the refund back to the original payment method. There is a refund totaling $156.00 that is due. I'm still waiting for you to issue the $156.00 back to PayPal. The order was placed through PayPal. I cannot trust your company because you failed to issue the refund after stating you would back on Dec 2nd, 2023. I will not be satisfied until I receive the full refund of $156.00 dollars. Thank you.
  
  Sincerely,
  
  ******/*****************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased on October 22, 2023, from Noor Hair Care through the app Shop Pay. I bought a hair conditioner and six jars for ****** and used a loan to complete the purchase. A week went by, and I reached out to Noor Hair Care about whether I received a tracking number of days later ***** said that I will receive a tracking number however days go by weeks no tracking number and no package delivered I go back to the app to see the status of my item being shipped out someone marked it delivered which means that they did not enter in no tracking information into the system they falsely marked it as delivered I called the company up they knowledge that they didnt have the product and couldnt tell me they were going to receive the product restock the product now Im back-and-forth with Affirm to try to get my money back from this company very disappointing and feel ripped off.

  Business response

  11/28/2023

  Dear *********************,

  
  I trust this message finds you well. We recently became aware of the complaint you initiated due to non-receipt of your order, and we sincerely apologize for any inconvenience this has caused you.

  
  To resolve this matter promptly, we are eager to coordinate directly with you to process a full refund for your order. Your satisfaction is our top priority, and we want to ensure that we address this issue to your complete satisfaction.

  
  If you can reach out to us in the email how to proceed with your refund request as we encounter an error refunding you. Our dedicated team is ready to assist you in expediting the refund process and ensuring a seamless resolution.

  
  You contact us directly at ***************************************** We appreciate your cooperation and look forward to resolving this matter as swiftly as possible.

  
  Once again, we apologize for any inconvenience you've experienced, and we're committed to making things right for you.

   

  Thank you for your understanding and cooperation.

  
  Best regards,

  ********

  Noorhair Support

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This product is a scam: I received this Noor hair serum 10/19/2023. I had a slightly receding hairline on each side of my head but I applied the product from one side to the other. I twisted my hair and braided the ends, I don't use rubber bands. A week later, the hair in the front of my head was falling out and when I brushed it, a lot of hair was in my brush and my hair across the front was very thin and coming out. I have not used it since.

  Business response

  11/24/2023

  Dear ****** Love-*****,

  
  We appreciate you bringing your concerns regarding our Noor Hair Serum to our attention. We sincerely apologize for any distress you have experienced, and we are committed to resolving this matter to your satisfaction.

  
  First and foremost, we want to assure you that customer satisfaction is our top priority. We take every complaint seriously, and we understand the importance of our products, particularly in personal care.

  
  We are genuinely sorry to hear about the adverse effects you've encountered after using our Noor Hair Serum.

  
  Meanwhile, we recommend discontinuing the use of the product, and we assure you that our product development team is actively looking into this matter to identify any potential issues with the formulation.

  
  In acknowledgment of your unfortunate experience, we would like to extend our sincere apologies and offer you a full refund for the purchase of the Noor Hair Serum. This refund will be processed promptly.

  
  Your trust in our brand is of utmost importance to us, and we are committed to rectifying this situation.

  
  If you have any additional questions or concerns, please don't hesitate to contact our customer support team at **************. We are here to assist you in any way we can.

  
  Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

  
  Sincerely,

  ********

  Noorhair **************** Team

  Customer response

  12/13/2023

   
  Complaint: 20842266
  
  I am rejecting this response because:

  I have been trying to respond, **** has refunded my money. 

  Thank you, 

  Cheray Love-*****. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I PURCCHASED THEIR PRODUCT WHICH WAS RETURNED TO SENDER FOR REASONS UNKNOWN, AND I AM TOLD ONLY 1 PERSON CAN REFUND MY MONEY. I AM CONFUSED BY THIS SINCE IT WAS NO PROBLEM MAKING THE ****** ALL I WANT IS MY MONEY BACK AT THIS TIME. ******* I SPOKE WITH TODAY INFORMED ME THAT THE PACKAGE IS BEING SENT BACK TO THEM. YET, ONLY 1 PERSON CAN START THE REFUND. I JUST WANT MY ******* REFUNDED TO MY CREDIT CARD. THANK YOU IN ADVANCE. THIS IS NO WAY TO DO BUSINESS.

  Business response

  11/14/2023

  Dear *********************,

  
  I hope this message finds you well, and I appreciate you taking the time to bring your concerns to our attention. We sincerely apologize for any inconvenience you have experienced with your recent purchase and the subsequent return process.

  
  I understand the frustration you're feeling, and I want to assure you that we take this matter seriously. Our goal is to resolve this issue promptly and ensure you receive the refund you rightfully deserve. I apologize for any confusion caused by the information provided regarding the refund process.

  
  To expedite the resolution, we have initiated an internal review to identify the reasons for the return to sender and to streamline the refund process. While I regret the inconvenience caused, I want to assure you that your refund of $156.00 has been processed on November 9,2023.
  Our customer service team is actively working on your case, and we have escalated it to ensure a swift resolution. We understand the urgency of your request, and we are committed to making this right.

  
  In the meantime, if you have any further information or details about the return, please share them with our customer service team by responding to this email or contacting us at ************** during business hours. This will assist us in expediting the resolution process.

  
  Once again, I apologize for any frustration or inconvenience you've experienced. We value your business and appreciate your patience as we work to resolve this matter. Please be assured that we are taking steps to prevent similar issues in the future.

  
  Thank you for bringing this to our attention, and we look forward to rectifying the situation promptly.

  
  Sincerely,

  ********

   

  Customer response

  11/16/2023

   
  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,
  
  *********************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ORDERED A HAIR PRODUCT COSTING $35 around the 16 of October, have not received confirmation but money taken from my account. When i called this morning at510 605 **** someone answered this way ya yea when I asked was this Noor hair products he suddenly spoke in English and saidNO and hung up her phone. When I went to website (official) the company only sold cosmetics. Afraid Ive been duped and want my money back and they should be taken down from Tick TOCK . Im sure you have many complaints about them. Hope you can help, who has that kind of money to support other scams. Thanx if you cannot help please advise where I can get assistance Im so angry Im ready for a law suit. Again, many thanks.

  Business response

  11/24/2023

  Dear ***************************,

  
  We appreciate you bringing your concerns about your recent order to our attention. We apologize for any inconvenience you've experienced, and we are committed to resolving this matter promptly.

  
  Firstly, we sincerely apologize for the confusion and frustration you've encountered. Your satisfaction is our priority, and we want to assure you that we take every complaint seriously.

  
  Upon investigating your case, we acknowledge that there seems to be a discrepancy between the product you ordered and the information provided by the contact number and website. This is not the level of service we strive to provide, and we apologize for any frustration this may have caused.

  
  To address your concerns, we will process a full refund for the $44.90 charged to your account. We understand the importance of a timely resolution and want to assure you that the refund will be expedited once we have the necessary information.

  
  We sincerely regret any inconvenience caused, and we appreciate your understanding as we work to rectify this situation promptly. If you have any further questions or concerns, please do not hesitate to contact our customer support team at **************.

  
  Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

  
  Sincerely,

  ********

  Noorhair Support

  Customer response

  11/29/2023

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Noors hair product in June 2023 This is a scam product, don't waste your money, talking about money, trying to get a refund so far has been unattainable . They say no problem then hope you forget about the money because you are going to have to fight for it!!

  Business response

  08/14/2023

  Dear *******************************,

  We sincerely apologize for any confusion or inconvenience that you have experienced regarding your recent order. We take customer satisfaction very seriously and appreciate the opportunity to address your concerns.
  

  Upon reviewing our records and investigating the matter thoroughly, we found that your order with the reference number NH39205 was indeed placed on April 25, 2023, not in June. Our internal logs confirm that the order was successfully processed and dispatched on April 29, 2023, with the tracking number **********************. The package was successfully delivered to your specified address on the same day, ensuring a timely and accurate delivery.

  
  We understand that discrepancies can arise, and we regret any miscommunication that *** have occurred. In light of this situation, and to express our commitment to your satisfaction, we have already initiated a full refund for the total amount you paid on April 25, 2023. You are welcome to keep the product, as we believe that your satisfaction is of utmost importance.

  
  If you have any further questions or concerns, please do not hesitate to contact us directly at  ************** or via email at ***************************************** Our customer service team is readily available to assist you and provide any additional information you *** require.

  
  Once again, we apologize for any confusion that has arisen and thank you for giving us the opportunity to address your concerns. We value your business and are dedicated to ensuring that your experience with us remains positive.
  Sincerely,

  
  ********

  Noorhair Customer Support
  
  

  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased $119 worth of products on 5/31/23 and received it on 6/3/23. Upon receiving the package I changed my mind and requested the return information. I never opened the box, everything was returned unopened. I sent a copy of the return receipt from the post office and the tracking number. Two weeks later I had no response so I emailed them and was first offered 40% and then 60% which I turned down because I wanted my full money back guaranteed refund. Then they said a specialist has to look over the request, why? So I went through PayPal to try to get credit. Then **** sent me an email asking me to close the PayPal charge back so they can issue the refund. Couldnt reach anyone at customer service so I sent another email to let them know I canceled with PayPal so they can now issue the refund. Then I was told that the refund is on hold because my PayPal account doesnt have my address listed on the account. That is total BS, my account has my address and my email addresses. Ive never had such a request from anyone who Ive received a PayPal refund from. Every email is sent to prolong the process. I just want my $119 back as promised.

  Business response

  07/13/2023

  Dear ***********************,

  
  We hope this letter finds you well. We recently received your complaint filed with the Better Business Bureau regarding the return of your purchased product and the request for a refund. We apologize for any inconvenience you may have experienced and would like to address your concerns.

  
  After reviewing your case thoroughly, we are pleased to inform you that a full refund has been processed through PayPal, the original method of payment. The refund transaction was initiated on [Date] and you should have received an email notification from PayPal confirming the refund. Please allow a few business days for the refund to reflect in your account, as processing times may vary depending on your financial institution.

  
  As a gesture of goodwill, we want to assure you that you may keep the product you purchased. We understand that returning the product may involve additional hassle and expenses for both parties, so we have decided to waive the return process and let you retain the item. We hope this resolution meets your satisfaction.

  
  We take pride in providing excellent customer service, and we apologize if we fell short of your expectations in this instance. Your feedback is valuable to us, and we will use your experience to further improve our processes and ensure a seamless customer experience in the future.

  
  In case you have any further questions, concerns, or require assistance with any other matter, please feel free to reach out to our dedicated customer support team. You can contact us by phone at ************** during our support hours, which are from 9 AM to 5 PM EST. Additionally, you can also reach us via email at ***************************************. We aim to respond promptly and provide the necessary assistance to address any remaining issues or queries.

  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. We value your business and hope to have the opportunity to serve you better in the future.

  
  Thank you for bringing your concerns to our attention.

  
  Sincerely,

  ********

  Noorhair Support

  Customer response

  07/13/2023

   
  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,
  
  ***********************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went on this website to order 1 bottle of serum which was supposed to be $44.00. I checked my bank account and they charged $97.00 and $59.00 for something I didn't order. I sent them an email to cancel my order and everything else and they confirmed. That was on Monday. Today they sent me an email with tracking numbers for the orders. I then replied back saying to cancel it. They replied back they can give me 40% refund and I can keep the merchandise. I said no I want all my money refunded. They had a whole day to stop the shipping. I'm not paying anything.

  Business response

  07/21/2023

  Dear BBB,

  
  I hope this message finds you well. I am writing in response to the complaint filed by ****************************;regarding their two purchases made on July 4, 2022, for our ************** Serum and Noor Hair Growth Vitamins.
  First and foremost, I would like to extend my sincerest apologies for any inconvenience caused to [Customer's Name] due to the cancellation of their order. After carefully investigating the matter, I can confirm that the order was indeed cancelled and a full refund was issued on July 7, 2023, back to the original payment method used during the purchase. Our team strives to provide the best customer service possible, and we deeply regret any misunderstanding or frustration caused.

  
  We take customer satisfaction very seriously, and we are committed to ensuring that each of our customers has a positive experience with our products and services. We understand the importance of promptly resolving issues, and we assure you that steps have been taken to prevent such situations from occurring in the future.

  
  To address any further concerns, we encourage [Customer's Name] to reach out to our dedicated support team at ************** or via email at **************************************** Our team is readily available to assist with any questions or inquiries, and we will work diligently to provide the necessary support.

  
  Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention. We appreciate the opportunity to address and resolve this situation. Your satisfaction as a customer is of utmost importance to us.

  
  Thank you for your understanding and cooperation.

  
  Sincerely,
  ********

  Customer Support Manager

*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. ↩