ComplaintsforGlam Affair Hair Co.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a product (hair) from this company Glam Affair. Payed $530.22 total after taxes and fees.I recieved a email that said Thank you with no other detail of the order. Just asking if I would like to join and to refer a friend. You could only see the details of the order on the website. The sites main page showed the shipping status and time which read shipping standard 5-7 business days. I ordered this on October 17, 2023. I made my first phone call inquiring about the shipment on the 21st. The Lady reasured me that the shipment should be going out on Monday the 23rd. I said ok no problem. Monday came and went. I tried calling around 11am this morning (the 24th) no answer. So I decided to email and received a response. When I ask about the shipment Glamaffairhairco replied that there policy is different then what the main page showed. So processing time is 3-4 business day and shipping is **** business days. I explained that I was unaware of there policy as the main page states something totally different. So, I replied if they can issue a refund since my order hadn't shipped yet. They replied yes minus a 10% cancelation fee. Which is also not made clear on there page. So I was basically charged almost $50 for nothing. They refunded me $483.22.

  Business response

  11/02/2023

  This customer was upset regarding our shipping policy which is posted on our website and was sent to customer via email in response to inquiry about when the order would be shipped out. The customer emailed us and promptly received a response regarding the shipping inquiry, in which we informed the customer of our time frame for processing and shipping out orders. After we received an email response from the customer stating that she understands our policy but did not read it, we reached out to the customer via phone three times on 10/24/2023 with no success in reaching her. We were attempting to have a conversation with the customer so that we could accommodate the order and ************** out right away, even though this order was still within the parameters of our shipping time frame per our policy. However, the customer kept sending our calls to voicemail and never returned any of our calls back, after leaving multiple messages. We are unsure of the "main page" the customer is referring to; however, our shipping policy is posted on our website, along with our refund policy, which also explains the process regarding canceling an order.Additionally, our policy states that customers can cancel their orders within 24 hours of placing them for a refund minus a 10% cancellation fee. After 24 hours, cancellations are not accepted. However, we were willing to accommodate the customer by cancelling and refunding the order minus the cancellation fee,even though we were still in the parameters of our time frame for shipping out orders per our policy. When we informed the customer that we would gladly process her refund minus the cancellation fee, the customer replied and stated that she has $40 to "waist" and to go ahead and cancel the order. The order was cancelled, and the customer was refunded minus the 10% cancellation fee. 
  

  Shipping policy posted on our website:
  Standard Shipping [5 to 15 business days] - Signature confirmation is NOT included but all PAID shipping costs INCLUDE package insurance via Shopify covering the full price of the order. If you choose to use the FREE SHIPPING option, this option will NOT include Package Insurance. 
  All Insured packages are insured through *********** via Shopify. Please contact us immediately to submit a claim due to shipment negligence and failure to meet your expectation. Glam Affair Hair Co. IS SOLELY RESPONSIBLE FOR PROCESSING AND FULFILLMENT OF YOUR ORDER.  You must contact us via email at ********************************** to file your claim within 5 days of your delivery date. All claims can take **** business days to process but we do try our best to accommodate them immediately to ensure a faster processing time.
  You can also do a Pick-Up order within 5-7 business days. This may be sooner based off of inventory stock.
  Glam Affair Hair Co. is not responsible for late shipments due to holidays,natural disasters, weather delays, or any courier delays. Orders are not processed on Saturdays, Sundays, or holidays.  
  Standard Shipping: Please allow up to 4 business days to process your order BEFORE shipping. When a customer places an order, they will be provided by *** with an estimated date of delivery, based on the availability of the selected items and the shipping address. THIS DOES NOT MEAN THAT IT IS ACCURATE. This is an estimate.

  Customer response

  11/02/2023

  I disagree on how Glam Affair handled this process. I didn't understand their policy until they contacted me via email. As I attached the initial statement made on there main page. When I processed the payment it stated 5-7 business days for shipping. Why would I have to go and read the policy if the main page clearly stated the shipping time period. I informed them I understand what there policy detailed once emailed, but I was confused as to why the main page state one thing and there policies state another. ********* Affair did try to contact me via phone. But I was in a CPR training class and could not respond to phone call. I don't understand, if they were trying to rectify the issue initially, why they just didn't detail that in the first email they sent.  Also I did call prior to my first email (Saturday evening)and spoke with an employee who could not give me much info on my order status. She did tell me that the processing time was unusual, and that my order should be shipped out that following monday. Hence why I emailed on that following Tuesday. Yes my comment of wasting $40 was made through anger because I felt pressured to wait on a order that was going to be shipped exceedingly longer than anticipated. Nobody wants to wait up to 3 weeks for an orde. Like I stated in the email, had I known this from the beginning, I would have never ordered. Over all I can live without the money but it's the principle of them having misleading policies to be able to charge people for air.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Merchant is using false advertisement. Merchant is dishonest about orders being shipped and never shipped out my order. ******** also tried to use payment methods as an excuse when ****** has confirmed that merchant immediately collected the full payment. Once confronted about updates, ******** becomes non responsive. She is conducting fraudulent business and stealing money.

  Business response

  03/15/2023

  Hello!
  Lets be clear, this business has been running for only 1 year and has had an amazing success rate at responding and getting orders out within the time frame that customers AGREE (terms and conditions) to before even purchasing. We made it clear to customers that Chinese Holiday, which is a 3-4 week holiday january threw our shipment completely off. We consistently posted and shared online that we would offer FULL refunds to our customers for the delay or that they are more than welcome to wait for the shipment to touch down and it will be shipped right out. We have never had this problem and we were not aware. Plenty of customers were refunded and plenty of customers were patient and ACCOMMODATED FOR. This woman never put in that request. Instead she sends a disgusting message to one of our team members who relays the message to me and I immediately reach out and REFUND HER, no questions asked! There was never an issue with the refund, but to LIE and say someone stole from you is insane and delusional. No decorum and no class whatsoever. If there was an issue, we have a number to call to SPEAK with someone to handle any issues going on. To send a distasteful text message, not an email, not a phone call, as a means to solving any problem for an existing online order shows nothing but flawed character. This business stands on integrity and any issues, we resolve and handle WITH CARE. No customer has ever spoken so nasty just to get understanding. So no, this is NOT true. There are a TON of women who could vouch for that.

*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. ↩