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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for 4 items August 25th for 2 swim caps ($44 each) and a 2 pack shower cap bundle ($59.99 for the 2). My order number is *****. It shipped the same day I ordered it. I received the order August 31st and one of the swim caps was missing. I immediately emailed the company Sept 1st with my concern over the missing swim cap and sent a photo of the items I received to the customer service email listed within my order. I got a generic email back saying volumes were high and response times would be delayed. Sept 4th, I had to order another swim cap because I am going on a trip and need that 2nd swim cap. They took my money again no problem and sent the 1 cap from that order. That order number is *****. It was received Sept 11. Sept 6th, No response still regarding my first order, so I called ************ as that was the number listed within my order to call and on the website. I left a voicemail asking for a call back. Sent another email on Sept 8 at **** in regards to the missing swim cap and got the same generic reply. Attempted to call the ************ (3 times) and I kept getting hung up on. I called the other number listed on the website at ****. That number is ************. That number says it can't be completed as dialed. Sept 13th at ****, I called the 470 number again and left another voicemail. Today (9/15) I did an online contact us message on their website and I tried calling the 877 number again. That number still says it can't be completed as dialed. I also did a comment on an instagram ad regarding hairbrella products. I am now contacting you as they took my money and I didn't receive my full ordered items. If they would get back to me and just send me the missing swim cap, I would be happy. This is unacceptable customer service that they have no problem taking peoples money and then aren't there when there is an issue.
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 FAQsInitial Complaint
07/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Product order confirmation May 17, 2023 Order #***** Order summary Hairbrella Scrub Cap XL, Satin-Lined 1 Sugarplum $39.99 Hairbrella Satin-Lined Sleep Cap 1 Cranberry $19.99 Subtotal - $59.98 Shipping - $0.00 Taxes - $4.65 Total - $64.63 USD Hairbrella email May 17 "order shipped May 17,2023. You should expect it around May 25 - May 27. Your order has been packed up by our warehouse, and is ready for **** to pick it up."Shipping Address ************************* ************************************************* Estimated Delivery Date May 20 - May 22 Shipped By **** Tracking #********************** Payment - Paypal Transaction ID - ***************** Merchant Hairbrella LLC ********************************** Correspondence dates between Hairbrella and myself Hairbrella email May 21 shipment hasn't been updated by the carrier I responded May 21 request to resend I responded May 25 I have as of yet received my order Hairbrella responded May 25 Track your order (***********************************************************************) Hairbrella responded Jun 1 shipped but got lost in transit I responded Jun 10 request update Hairbrella responded Jun 11 process new order I responded Jun 19 request update Hairbrella responded Jun 20 communicate with the team I responded Jun 25 request refund Hairbrella responded Jun 25 researching I responded Jun 28 waiting on response Hairbrella responded Jun 28 ********************************************************************************** I responded Jun 28 request refund Hairbrella responded Jun 29 refuse the **** A package from Hairbrella - Tracking Number:9400111206215472277933 delivered to my PO Box, June 30 I refused package July 11 I responded Jul 7 request refund I responded Jul 25 request refund As of date July 29, 2023 I still do not have a refund for the product returned as instructed by the company.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 FAQsCustomer response
05/02/2024
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,
*************************Initial Complaint
06/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 18, 2023 I placed order number ***** in the amount of $63.98. I got an e-mail stating that the shipping label was created. There has been no movement since. The tracking number is **********************. I have e-mailed the company at least twice asking where the shipment is and got a robo response both times that I would be contacted within 24 hours. I was not. I tried to call the company and all i got was a computer stating that someone would get back to me within 24 hours. Again, nothing. At this point I just want my money back.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: ******************************************************************************************
Kindly close this complaint as the matter has been addressed and resolved.
Thank you for your attention to this matter.Best Regards,
********
Hairbrella
Initial Complaint
06/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased products from them in the amount of $55.98 on April 16th ; order number ORDER #*****.. on 4/18 I received an email that my shipment was on the way. When I click the tracking number it says Pre-************* Awaiting Item, Shipping Label Created. I have emailed these people about 3xs about my order they never responded. I called 2-3 times and theres no option to speak to a live agent. They have charged me for products I never received and they shown no concern to have it corrected two months later. I want my money back and they wont respond.Business response
04/25/2024
Hello,
Good day! I would like to resolve this issue. Can you please let the customer know that her items was lost in transit and if she still wants to receive it we can definitely reship it and we will be the one to file a lost package to the shipping carrier. Please let her know that we are eager to help her out and we apologized for the delay.
Best regards,
********
Hairbrella
Customer response
05/02/2024
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 email me a tracking number and please make sure it gets shipped. I ordered from you all for a reason, I love the product and the founder is an inspiration. Please make this right after a year later.
Sincerely,
************************************Initial Complaint
06/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered from Hairbrella on May 13,2023 order # ***** and paid $24.74. My confirmation email said they would let me know once shipped and they never did. So finally after weeks of waiting I contacted them on Monday May 29th only to get automated emails back. One automated email allowed me to look the order up which showed it was unfulfilled. I will attach a screen shot of this as well. I emailed again to let someone know this and I heard nothing back. I then decided 4 days later June 1st to go to their website for a phone number which has a recording saying to email them or leave a voicemail. At the end of this recording it then beeps and hangs up. I then decided to email them asking kindly for a refund. Someone then emailed me back saying this Hi ****,Thank you for getting in touch.We are sincerely sorry for the inconvenience this may have caused you.This order was shipped but got lost in transit and unfortunately, the Hairbrella Satin-Lined Sleep Cap Lotus is currently unavailable.We do have:Black Leopard Paloma Please let us know which color would you like as a replacement and we'll process it immediately for you.Also, as an apology, here is a $10 discount code for your next purchase: We thank you for your business and willingness to try Hairbrella.Please feel free to reach out should you have any further questions or concerns.All the best,******* Hairbrella ************* I then responded back, I never did get a shipment notification either and saw on this past Monday it did state unfulfilled. I would like a refund on this product and do not need your discount code. Thanks. I never heard from anyone back not even the next day which was a Friday. I am highly disappointed in the unprofessional and what seems to be dishonesty about it being shipped because they provided me no tracking number as proof. I do not trust this company nor want their products. *** asked for several refunds and they are not doing their right thing to give my money back.Business response
04/25/2024
Hello,
I hope this message finds you well. Please see attached image for the customer. We already responded her via email and resolve the issue. Please let me know what will be the next step to help the customer out! Thank you
Best Regards,
********
Hairbrella
Initial Complaint
05/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made a purchase and never received my order.I have emailed several times with no response and tried to call with no answer ever.Business response
04/25/2024
Hello,
I hope this message finds you well. Attached image provided for your reference stating that we resolved the issue for this customer. Kindly review. Thank you
Best Regards,
********
Hairbrella
Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a purchase on 02/06/22, I never received it. I have called and e-mailed Hairbrella multiple times. I ended up having to open a case with Paypal.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
Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I tried to return two orders to hairbrella. Orders ordered October 16th and in December. I emailed several times for a refund for the first item through the website and didn't receive a response. That order was $45.74.The second order, I kept track of the contacts. I emailed and received a return number - *****. The message stated that they were out due to holiday vacation and would be contacted. I wasn't contacted. I emailed on the following dates - 1.5.22 - 1/6/22. I called 1.10.22 - 1.11.22-1.12.22-1.14.22- 1.15.22 - still holiday message - 1.21.22 - 1-28.22 and today 2.14.22. The message - hold for the next available agent , leave a message and someone will contact you in 24 hours. The second order was ***** excluding taxes and shipping.I would like a refund for both items.Business response
04/25/2024
Hello,
I hope this message finds you well. I was hoping to get in touch with the customer about her order. I tried checking the email history she mentioned but I haven't see any information. Can you please let her know how can she be contacted so that we can cater her request? Thank you
Best Regards,
********
Hairbrella
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Customer Complaints Summary
18 total complaints in the last 3 years.
18 complaints closed in the last 12 months.