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Business Profile

Online Retailer

Glamourtress

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:04/12/2025

    Type:Product Issues
    Status:
    Unresolved
    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 have been trying to get a response to my email from 4/7/25 regarding the fact that I ordered the wrong wig on 4/4/25 and that I need it canceled They have not replied. The wig was delivered on 4/10, which I have not opened, and their policy is request refund via email within 4 business days of receipt. Yet still no reply. I would like to return the item ASAP and received my refund please. Supporting docs are attached.

    Business Response

    Date: 04/14/2025

    We will send a pre-paid return label so you can ship the item back to us. Customer did contact us before the shipment but the warehouse team saw it too late ( Glamourtress fault ) and will make sure customer doesn't pay for the return so she can get a full refund once received.

    Customer Answer

    Date: 04/14/2025

     
    Complaint: 23197098

    I am rejecting this response because:

     

    Because the seller sent me an email indicating that they will not send me a return label unless I cancel my dispute with ******. That is too risky. I will only do so once I receive the return label. 

    This is the wording of their email I received today. 

    "Hello,

    We will send a pre-paid return label to your email address now. Once received, we will fully refund your order and thank you for your patience. You DID contact us before we shipped it so we are at fault. We apologize because our warehouse team caught it too late.

    Once you cancel your ****** disputes, etc, we will go ahead to send the label." 



    Sincerely,

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

  • Initial Complaint

    Date:05/09/2024

    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.
    Place order in which at the time items where up to pick from I did wait and wait no word until I got this message : Thank you for your patience. We actually sent a email out to you via Glamourtress 1988@ gmail.com. We have a stock issue regarding items well at the time I placed my order it was in then they get my money and there out this has happened before Im tired of this just want my complete refund of *****.

    Business Response

    Date: 05/10/2024

    Hello,

    We refunded/cancelled the order on the 9th of May. We communicated with the customer to her email address; however, she neve responded to it. So, we assume it could have gotten to her SPAM folder? Either way, we informed of an inventory issue but she wanted to cancel.

  • Initial Complaint

    Date:03/21/2023

    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.
    Purchased braiding hair for my daughter who has an event in 3 days. Purchase was made 03/14/2023. On 03/16/23 a shipping label was created. After no movement on 03/19, I emailed this company and I have not received a response. I just checked to on 03/21 and again it still says shiping label created. Phone just rings no one ever answers so i emailed them again. I am located the same states so I should have received my order by now. There is zero customer service.

    Business Response

    Date: 03/22/2023

    Hello,

    USPS had reported delays with updating tracking information for some packages. However, her package is currently out for delivery. We apologize for the delay and any inconvenience this may have caused. 

    Customer Answer

    Date: 03/22/2023

     
    Complaint: 19628423

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 03/22/2023

    Why are you rejecting the response? 

  • Initial Complaint

    Date:01/07/2023

    Type:Delivery 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 from this website for and have not had any problems until 01/01/2023. I placed an order for motown tress synthetic hair hd invisible 13x6 lace wig - l136 hd05 in a wheat Brown color for work. I received a purple wig that I did not order nor can be worn to WORK! I guess it was too professional of glamourtress too just refund a longtime customer or too competent to notify me it was out of stock or just to much sense that if you are going to purposely send me something that I didnt order why Not something similar to what I ordered. Wont be shopping with them again.

    Business Response

    Date: 01/08/2023

    The customer contacted us regarding this issue. We replied asking for a photo of the printed invoice that was attached to her order just in case she received a different invoice. However, she provided us with a screen shot of an online invoice and a picture of the item she received. We have also attached an official invoice of her order as well. One of the three items that she ordered was "Motown Tress Synthetic Hair HD Invisible 13X6 Lace Wig - L136 HD05 - 1 $58.99 $58.99 FMATTEPUR". Please note the color "FMATTPUR" that she ordered is a purple color. The color on the item that she showed in her uploaded image also shows FMATTEPURPLE. We sent the customer the correct item that she ordered. It seems that she may have made an error on her part while placing her order. We are more than happy to process a return for the item if she is not satisfied with the item. We just want to make clear that we did not send her the wrong item. 

    Customer Answer

    Date: 01/08/2023

     
    Complaint: 18703669

    I am rejecting this response because:

    Sincerely,

    ******** Money

    Business Response

    Date: 01/08/2023

    Why did the customer reject our response? We attached 2 images that the customer provided along with a photo invoice of her order. The color on the invoice matches the color that the customer ordered. The customer simply made an error and selected the wrong color. We gave her return instructions. 

  • Initial Complaint

    Date:07/15/2022

    Type:Sales and Advertising 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 purchased a braid wig and some additional braids from Glamourtress on 06/18. The order shipped on 06/20 and delivered on 6/25. On 6/26 I contacted Glamourtess via email and told them I would be returning the unit because it did not sit on my head correctly, The lace had not been cut and the package of braids had not been open. They apologized and sent me the address to return the items. I returned the items via **** with tracking #**** **** **** **** **** 82. The items were returned to the given address per **** on 07/01. I emailed them the following week with the tracking number letting them know the items had reached their establishment. I never heard back from them. I paid for the items through Paypal pay in four so needless to say I am still paying for items that I returned two weeks ago. No one has contacted me and they have their items back. I paid $65.98 for the items plus and additional $13.70 to return ship. I expect for them to take something off because the wig packaging was opened, but I have not heard anything back. At this point I am out almost $80 and do not have a wig nor braids to show for it. If it was going to be a problem, I could have recouped my money on Poshmark or Mercari.

    Business Response

    Date: 07/25/2022

    Hello,

    We apologize for the delay regarding the return you made.The return package was not delivered to the correct address but to a neighboring address. We retrieved the package and issued a refund back to the original payment method. We apologize for the miscommunication and any inconvenience this may have caused. 

     

    Glamourtress 

Glamourtress is NOT a BBB Accredited Business.

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