ComplaintsforHairbrella, Inc.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a swim cap from this company in July. The swim hat did not live up to what was advertised and we returned for a full refund within two weeks. The item has been lost in transit. The company refuses to launch a claim with **** and I can not do this without specific information that they are failing to provide me. **** has advised me to have the business (who provided me with the return label) to open a claim. I have been asking for this to be done for weeks

  

  Business response

  09/18/2024

  Hello ***,
  
  
  Good morning!
  
  
  We are truly sorry for the delayed response due to the number of inquiries we received but please be assured we will be more than glad to resolve this with you today. I wanted to let you know that we would love you to save the hassle, and we acknowledge that this is not your fault so we will take care of this for you today. We have gone ahead and refunded you $42.70 back to your account on file and you should see those funds back within 3-5 business days depending on your bank's refund policy.
  
  
  Once again, we are truly sorry for the trouble we caused, and please don't hesitate to reach out if you have any questions.
  
  
  All the best,
  Ja
  Hairbrella *************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered these items on July 14 to be shipped to ******, A headband, a bundle of 2 XL swim caps, and a classic size swim cap:Hairbrella Satin-Lined Headband Hairbrella Satin-Lined Waterproof, Adjustable Swim Cap, Bundle XL / ************* Hairbrella Satin-Lined Waterproof, Adjustable Swim Cap Classic / Ocean I included expedited shipping.I paid: ****** I then received an email that the headband was shipped via ***, so I emailed to ask why the headband was shipped by itself. It took me several times emailing to get a response. When I got a response the person told me that they had oversold and so asked me what other colors of swim cap I would want. I responded. Then a few days later I received the same email that they had oversold. I went back and forth with them about this with no reply. When I sent more emails, I only received automated responses with my order status. Then I kept receiving messages that the *** shipment was delayed, but I suspect it was never sent. After a few more days I emailed to ask for a cancellation and full refund. I did not receive a response. Then I used their website to report a problem with my order and asked for a cancellation and refund. Then I received a response about needing to ask about a chargeback which made no sense to me. I feel like I'm getting the run around about this and really just want a refund because I have yet to receive anything that I paid. One item was shipped but never received and the bulk of the purchase was never shipped.

  

  Business response

  08/22/2024

  Consumer Information:
  D, ******
  , AK 99514
  **********
  *******************

   

  See below response:

   

  Hi ******,

   

  I hope this email finds you well.

   

  My name is ******, and I am the Customer Support Manager at **********************. Your ticket has been escalated to me, and I sincerely apologize for the delay in our response and any inconvenience this may have caused you.

   

  Firstly, I want to extend our deepest apologies for the delay in shipping your order and our lack of communication. We are currently experiencing higher than normal email and call volumes and are working diligently to address each inquiry in the order they are received. We understand how frustrating this situation must be and we truly regret any inconvenience this has caused.

   

  I also want to inform you that we are in the process of training two new members of our team to better meet the current demand. This should significantly improve our response times and overall service in the near future.

   

  Regarding your inquiry about the chargeback; a chargeback occurs when there is a dispute on a charge with your bank, resulting in the bank reversing the charges. In this case, it means you have already been refunded by your bank. Therefore, we cannot issue a refund on our end since the bank has taken the money back. Please see below image from your order.

   

  If you would like to cancel the chargeback, we can absolutely refund you. However, please note that we no longer have the funds as the bank has already reversed the charge. If anything should change, please let us know so that we may further assist you.

   

  We truly appreciate your understanding and patience.

   

  Best regards,

   

  ******

  Customer Support Manager

  Hairbrella

  Customer response

  08/23/2024

   
  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.
  
  Sincerely,
  
  ****** D

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item from the website and received it on 6/24/24. After receiving it I decided I did not like the item and wanted to complete a return. I completed the pre return form on the website and recieved approval for the return. They emailed me a return label for shipping. I shipped the item on 6/28/24 and have since received notification from **** that the item was undelivered due to animal interference at the address on the shipping label. I tried to call the company but got no answer. Phone just rings.

  

  Business response

  07/12/2024

  Consumer Information:
  ********************************
  42 Lumber Ln
  ***********************
  **********
  ********************

   

  Hi **********,

   

  I am following up on our previous phone conversation.

   

  A refund has been processed on your Order #******. Please allow 3-5 business days for the refund to be processed. You will receive the refund back to the original form of payment used for the purchase.

   

  Thank you and please let us know if there is anything else that we can help you with.

   

  All the best,

  ****

  Hairbrella Customer Care

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company advertised a swim cap that they claim keeps hair completely dry. I followed instructions exactly, and it did not function as advertised. Other reviewers said the same thing. I received a refund, but was required to pay the shipping fee of $7.25. This was stated in their terms and conditions. I agree that I should have paid for shipping if I decided that the product was not right for me. But I believe that this product was falsely advertised, and I shouldn't have to pay to send the product back that did not function properly, technically defective. I really wanted the product if it did what it was supposed to do!I'd like the company to produce an unedited video showing that this product works as advertised. Otherwise, they should take it off the market, and they should definitely not charge for a return. I'm sure many people have forfeited $7.25 for a product that is essentially defective.

  

  Business response

  07/12/2024

  Consumer Information:
  ************************************
  *********************
  ************************************
  **********
  ******************

   

  Hi ****,

   

  Thanks for reaching out!

   

  I've refunded your order as requested.

  Please allow 3-5 business days for the refund to be processed. You will receive the refund back to the original form of payment used for the purchase.

  You may check return and exchange policy here: **********************************************************

  Thank you and please let us know if there is anything else that we can help you with.

   

  All the best,

  *******

  Hairbrella Customer Care

  Customer response

  07/18/2024

   
  Complaint: 21892848
  
  I am rejecting this response because:

  On 6/21/24 Hairbrella refunded $33.25 to my **** account for the swim cap.  I requested a full refund of $40.50 for the returned product, since it does not function as promised and therefore is being falsely advertised.  I dispute having to pay the shipping fee of $7.25 for a product that is defective. This amount should be refunded to my ****. I'd also like the company to provide unedited videos of several people with short hair showing that this product works as advertised. Otherwise, Hairbrella should take it off the market, and they should definitely not charge for return shipping.  If I do not receive a satisfactory response, I will not buy any other product from this company, and I will provide very negative reviews of the company and this product.

  Sincerely,
  
  ***********************************

  

  Business response

  08/22/2024

  Hi ********************,

   

  Thank you for bringing your concerns to our attention. Your case has been escalated to me for further review. I sincerely apologize for any frustration this situation has caused you.

   

  While our policy does include a restocking fee of $7.25, I understand the importance of ensuring our customers are satisfied, especially when a product does not meet expectations. As a gesture of goodwill, we will waive the $7.25 restocking fee. You should see this reflected in your **** account within 3-5 business days.

   

  Thank you for your feedback, and we will continue to work towards improving our products and services. If you have any further questions or concerns, please feel free to reach out to me directly.

   

  Best regards,

   

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

  Customer Support Manager

  Hairbrella

   

  ******************************* Assistant to *************************** Hairbrella ************** ******************************** www.hairbrella.com **********************************************************************************************************

  Customer response

  08/28/2024

   
  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.
  

  Please read the attached word doc.  While I am satisfied that the restocking fee was refunded, I would like Hairbrella to revise its advertising.

  Sincerely,
  
  ***********************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was mailed a defective product. The black strap in back bled onto the pink cap. I asked for a new one and if I could continue to use that one while it shipped because thats all I have. They refused and said I can exchange. Why would I exchange something thats faulty and basically falling apart a day after wearing it. Any top notch company would have sent me a new one.

  

  Business response

  04/25/2024

  Hello, 

  I hope this message finds you well. I already provided a free return label since January 16 2024 regarding the replacement and I have received no response from the customer regarding the return . Please see attached image. She wanted a refund for the item that hasn't return yet. As per our return policy, We can refund the item once being returned if the customer is not satisfied. She then answered me that she throw the item in the trash. Please Review this, Thank you 

   

  Best Regards,

  ********

  Hairbrella

  Customer response

  05/02/2024

   
  Complaint: 21155343
  
  I am rejecting this response because:
  First of all that is a lie I never received one. I explained I threw it in the trash because after swimming I had bleed off on my cap, hair and face. I explained this was a mess. Obviously terrible customer service.
  Sincerely,
  
  *****************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order #*****. I ordered a Bundle (containing 2) Sugarplum purple Rain Bonnets regular size; a Bundle (containing 2) Sugarplum purple Scrub Caps regular size; and one Teal blue Scrub Cap XL size. The total was $126.40 after 20% discount. Hairbrella sent me a partial order which was wrong. What I got in the mail was only ONE regular Sugarplum Rain Bonnet from the 2-pack Bundle I ordered and the XL-size Bundle Sugarplum Scrub Caps when I ordered the REGULAR sized items. Hairbrella refuses to provide my missing regular size Sugarplum Rain Bonnet from the Bundle I ordered and Hairbrella refuses to pay for return shipping for the XL Sugarplum Scrub Caps when they messed up the order. Hairbrella is out of stock for the XL Teal blue Scrub Cap even though they keep advertising it as in stock for customers to add to their online carts. Hairbrella offered me a substitution for the XL Teal blue Scrub Cap and I told them no as the item is an intended gift for someone who likes blue.I want Hairbrella to mail me the missing Regular size Sugarplum Rain Bonnet that was NOT included in my Bundle. If they cannot do this, I need to return what I have for a REFUND. I want a FREE Return Label to send back the Sugarplum Scrub Caps XL size Bundle and to get REFUND if they do not have the REGULAR size Sugarplum Bundle (NO substitutions). I want a REFUND of the Teal blue XL Scrub Cap they never sent me and I will not take any substitution that is not Teal or Navy blue.

  

  Business response

  04/25/2024

  Hello, 

   

  I hope all is well. I wanted to inform you that we have successfully resolved the issue with the customer regarding their order. Please find the attached file for your reference.
  
  Kindly close this complaint as the matter has been addressed and resolved.
  

  Thank you for your attention to this matter.

   

  Best regards,
  ********
  Hairbrella Customer Care
  TEAM **********************
  ******************************
  ************************************
  Hairbrella FAQs

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a product from them in September. Never received it. Sent many emails with their answer being tracking updates. Which helped nothing. Requested a refund, nothing.

  

  Business response

  04/25/2024

  Hello,

  I hope all is well. I wanted to inform you that we have successfully resolved the issue with the customer regarding their order. Please find the attached file for your reference.
  
  Kindly close this complaint as the matter has been addressed and resolved.
  

  Thank you for your attention to this matter.

   

  Best regards,
  ********
  Hairbrella Customer Care
  TEAM **********************
  ******************************
  ************************************
  Hairbrella FAQs

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 15th, I purchased two swim caps and one sleep cap online (order #*****) for $82.40. The order was confirmed via email. There was never tracking information provided although the company charged my credit card. I attempted to find information online but there was no way with their online system to see what had happened to the order without installing third party software. The product was never delivered, nor did I ever receive any updates on delays or delivery dates. I contacted the company 11/4 and received no reply. I contacted them 11/6 and informed them I would like a refund and that I would report them to the BBB. They responded on 11/6 and said they would have tracking information within a day or two. They did not respond to my request for a refund. I have still not received tracking information or a refund.

  

  Business response

  04/25/2024

  Hello,

  I hope all is well. I wanted to inform you that we have successfully resolved the issue with the customer regarding their order. Please find the attached file for your reference.
  

  Tracking Link:TBA309629756077
  

  Kindly close this complaint as the matter has been addressed and resolved.
  

  Thank you for your attention to this matter.

   

  Best regards,
  ********
  Hairbrella Customer Care
  TEAM **********************
  ******************************
  ************************************
  Hairbrella FAQs

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on September 23rd for two of their swim caps. I have reached out twice and only received an automated response. I just want what I ordered or my money returned

  

  Business response

  04/25/2024

  Hello,

   

  I hope all is well. I wanted to inform you that we have successfully resolved the issue with the customer regarding their order. Please find the attached file for your reference.
  

  Kindly close this complaint as the matter has been addressed and resolved.
  

  Thank you for your attention to this matter.

   

  Best regards,
  ********
  Hairbrella Customer Care
  TEAM **********************
  ******************************
  ************************************
  Hairbrella FAQs

• Initial Complaint

  10/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 19, 2023 I placed an online order for six items from this company. I received a partial order which was three out of the six items. I have emailed the company and responded to them through the Shop app where I made the purchase and I have not received a response still I would like to get the last three items that I have paid for in full. The order number for these items is ***** according to the companies order form.

  

  Business response

  04/25/2024

  Hello, 

  I hope all is well. I wanted to inform you that we have successfully resolved the issue with the customer regarding their order. Please find the attached file for your reference.
  
  Kindly close this complaint as the matter has been addressed and resolved.
  

  Thank you for your attention to this matter.

   

  Best regards,
  ********
  Hairbrella Customer Care
  TEAM **********************
  ******************************
  ************************************
  Hairbrella FAQs

*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. ↩