ComplaintsforSams Beauty - Mt. Prospect

• Initial Complaint

  05/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On may 20 ***** I order online from the merchant **** beauty 10 pack or pre stretch hair color M51 in the length size 50 inches . Saturday may 25 I received order number ***************** 10 packs of hair correct color but wrong length size **** club whomever pulled my order did not look at the order and read it correctly they would of clearly seen I order 50 inch as stated on invoice . If the length I order was out of stock *** club should of either did two called me or email me the customer to say item I paid for is no longer in stock if that was the issue and they should of asked my permission if I would like the length 24 and I would of told **** beauty no I dont want that length and I would of told **** beauty to cancel the order and refund me my money as a merchant when a customer pays for something that is what they paid for and expect to receive. I see many comments/complaints after I purchased about how **** beauty dont resolve their mistakes and expect customers to return items shipped back to them at customer expense I will not do that at all the nerve . I am looking for full refund Immediately and no FUTURE STORE CREDIT on my invoice at bottom shows picture of the hair sensational Braids Xpression 3x pre-stretched Braid 50 color M51

  Business response

  06/10/2024

  Hello *********,
  Sorry to hear that you received the incorrect items due to an error made in our warehouse, and we do apologize for this inconvenience.
  I have looked into this matter and see that our customer service department has already followed up with you about the mistake. I see that on 5/28/24 a prepaid return label was emailed to you so that the items can be sent back. You are in no way expected to pay for this return. Once we have received the opened product we will issue you a refund. Please be sure to send those items back so that you can be refunded as soon as possible.
  Thank you for your time and business.
  _SamsBeauty

  Customer response

  06/11/2024

   
  Complaint: 21760771
  
  I am rejecting this response because:
  I emailed the company letting them know that I am out of the the country for the summer . My email  message was sent before  customer service sent me   email saying that they sent out pre paid return shipping label I even tried calling their customer service number which had me on hold for over 2 hours to speak to someone higher up ! I see that this is on going issue with this company NOT FULLFILLING CUSTOMERS *****S PROPERLY AND THEY ARE TAKING IT UPON THEMSELVES TO SHIP OUT WRONG PRODUCTS INSTEAD OF READING THE INVOICE CORRECTLY OR EVEN IF PRODUCT WAS SOLD OUT WHICH WAS NOT THE ISSUE , THEY SHOULD OF CANCELED THE ***** OR REACH OUT TO CUSTOMER VIA EMAIL FIRST 
  Sincerely,
  
  Illyhundi ******

  Business response

  06/11/2024

  Hello,
  If a product is sold out or unavailable then we contact the customer letting them know, and asking them how they want to proceed. This was not the case with your situation. The mix up was due to a human error made in our warehouse.We have sent you a return label to send the items back so that you can receive a refund. Our team has not misled you or tried to shift blame for the mix-up in anyway. Yes, it is true that we receive a lot of calls and hold times can be long. However, our team has been more than willing to correct the issue. Our customer service department did reply to you and approver your claim the same day you contacted us, a label was sent prior to any knowledge of you planning to leave the country. If you are out of the country, you can always have someone else mail the product back to us and receive a refund. If no one can assist you with this matter then you can return the items once you are back. Again,we are sorry for the mistake made, and we are trying to fix the error. We ask that you please be cooperative and allow us to correct the issue or keep the hair if you so choose. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Place order on may 2nd emailed business on may 6th because item was still not shipped out and hours later i get another email saying it was out of stock and would be issued refund i still have no refund order # *****************

  Customer response

  05/11/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on March 18, 2024 and a package was supposed to be delivered, it never was. I filed a claim with *** and they declared the package lost. They also told me they sent out a check for the claim to cover the package. I followed up with ***'s Beauty and I was told by customer service representatives that they had no correspondence from *** regarding the claim. I spoke to *** again and was sent the information regarding the claim and again they told me ***'s Beauty recieved a check. I made *** aware that they told me (**** Beauty) they did not after numerous conversations with customer service representatives. I also sent emails that went unanswered with information from ***. I spoke to *** again and one of the managers said she would contact them to help me resolve the issue. She spoke to them, they told her they recieved a check, but voided it because package was delivered and it was not. She also told me they were not working with her to resolve issue. I have an email from manager stating as such. I would like all my points with them to be credited as a refund to my account, since I do not want anymore contact with them and will not be purchasing from them ever again. They did not tell me the correct information when I called to inquire about status of refund due to lost package.

  Business response

  04/23/2024

  Hello ***********************,
  I have spoken with the customer service matter in regards to this complaint.
  When the package was initially reported lost and *** started the investigation they did state that the order would be refunded as they deemed the package lost. This is when our team informed you that a refund could be issued. However, after *** made this decision they issued an update. They stated that they located the lost package and that the item would be delivered. Since *** has delivered the package to you this means a refund is no longer available. As well, based on the *** policies and procedures,their reimbursement for the lost package will no longer be available on our account as the package was deemed found and delivered. *** will not continue provide a refund if the package is found as there is no longer a need for them to reimburse the lost merchandise.  
  Tracking Number : 1Z5932900398515848  ****************************************************************************************************************

  As you can see via the tracking details attached, you directly contacted *** and requested them to redeliver the package after the claim was issued. If you just wanted to receive a refund for this order then there was no need to request them to redeliver the order to you. Since that was done, the claim is null and void. Lastly, if the package was still not delivered after their investigation then you can open a new lost package case with *** to have this matter sorted out. Based on the information that the shipping provider has given we believe the package to be delivered upon it being located, therefore a refund will not be issued. 

  Customer response

  04/23/2024

   
  Complaint: 21605595
  
  I am rejecting this response because: I rescheduled due to the package assuming it was found, not knowing until I spoke to **** Also I can not file a claim on a package that was already declared lost and not delivered. Therefore this response is not correct. I asked for a refund and ***'s Beauty would not issue a refund on a package that was lost and not delivered as by the evidence.
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  Hello ***********************,

  Tracking Number :1Z5932900398515848 *********************************************************************************************************************;

  Thank you for the reply. As you can see from the tracking details provided by *** you requested that the package be redelivered on 4/11/24. The claim that was issued was for the lost package, which was opened on 3/27/24.
  The package was initially deemed as lost on 4/1/ 24 and on 4/2/24 *** stated We received a request from the receiver to reschedule the delivery.  From there the package tracking was updated. The package then arrived in your city on 4/3/24 at 5:23 A.M. On 4/3/24 at 6:37 A.M *** stated The delivery date has been rescheduled as the receiver requested This was then confirmed on 4/11/24.You also reached out to our CS department about the new estimated delivery time in which they told you to wait and see if the tracking updates and if the package arrives. The package was delivered on 4/12/24, making the claim invalid as *** has found and delivered your package. 

  Based on the details provided by *** and your lack of evidence of the delivery process, we have concluded that the order was indeed delivered. If you were hoping for a refund rather that receiving your order, then you should not have asked *** to redeliver the order post claim. Since they did fulfill their delivery per your request a refund is no longer an option. Therefore, no refund will be issued on their end as they are no longer liable for your lost package. The conclusion will remain the same.
  Thank you for your time. 

  Customer response

  05/02/2024

   
  Complaint: 21605595
  
  I am rejecting this response because: as per email from *** **** beauty was regarding package still being lost. Again package was not delivered, there is even no photo which I attached. The supervisor contacted **** beauty to resolve issue. The receiver was because the package was assumed found. I can't open a claim as mentioned prior because package was already declared lost and as I can't request a refund as the receiver. Following *** procedures per email. Again **** Beauty has not taken responsibility. I would like my account closed and no further communication with ***'s Beauty.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a wig from thus company and received it in a timely manner. It was clear that I received what I ordered. However, once this wig was worn the very first time (cleansed and prepared to be worn according to the instructions given), my face and scalp began to itch. I removed the wig and washed both to attempt to stabilize my face and scalp. I then reached out to Samsbeauty.com to inform them of what happened to. I chose to email them as this means has worked with other companies. I received the same automated message stating that there was nothing that could be done. I felt this was extremely poor service and that most companies would attempt to offer some percentage of the cost back to the customer or something to make the customer feel valued despite the outcome. I received nothing of the sort and informed them that I would be reaching out to BBB. I urge anyone and everyone to steer clear of this so-called company.

  Business response

  02/28/2024

  Hello *********,
  Thank you for notifying us of your experience. We are sorry to hear that you received a rash after wearing the unit for the day. I have spoken with our *************************** and our management team,and they have stated that the police is as follows. By using the SamsBeauty.com, you expressly agree that use of the SamsBeauty.com is at your sole risk. The information, products, and materials contained or offered in this site are provided on an AS IS and AS AVAILABLE basis with no warranty.SamsBeauty.com is not the manufacturer of the beauty products it sells,SamsBeauty.com does not accept any liability for the failure of products it sells to meet any specify needs of a user of the product or for any loss,damage or injury caused by such products. Additionally, we do not know what products/ methods you used to clean the unit or adhere it. If you believe that something about the unit caused this irritation then we do recommend reaching out to the manufacture.This may help them to improve their product down the line.  
  Thank you for your time and business.
  -SamsBeauty

• Initial Complaint

  02/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They never refunded my money for an order that I returned nor did they respond to emails regarding my order after initially approving the return. However *** tracking says they signed and received my return. I am out of $362 and have nothing to show for it. I would strongly advise NOT using their site, unless you have money to burn.

  Business response

  02/19/2024

  Hello *********, 

  Sorry to hear that you have experience an issue with receiving your refund. Please provide your order number, tracking number and email address so that is matter can be looked into. We will have this escalated and to ensure that you receive your refund for the return. 

  Thank you , 

  -SamsBeauty

  Customer response

  02/26/2024

   
  Complaint: 21291977
  
  This has not been officially resolved but I have attached a pdf with the information **** Beauty has requested. I am awaiting their response/resolution. 
  
  Sincerely,
  
  ***************

  Business response

  02/26/2024

  Hello, 

  Thank you for following up with the details of your order. We do apologize for our error as I can see that a refund was never issued. Thank you for bringing this to our attention as we discovered there was a miscommunication with our customer service and return departments. In the future please reach out to our customer service team to provide the return tracking number or just follow up on the status. They will be able to address any errors much faster with direct contact. Our team has issued the refund to you, please allow 3-10 business days for the credit to apply back to your account depending on your institution.

  Again, we apologize for our error in this matter, and we appreciate your business and support. 

  Sincerely, 

  -SamsBeauty

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought 2 human hair wigs from samsbeauty.com. One fits but the other has a small wig cup that doesn't fit. The wig is still new with tags as was sent and box and everything intact. Samsbeauty.com is saying they can't do anything on the order and that I have to keep the wig.

  Business response

  06/12/2023

  Hello ******, 

  I am sorry to hear that you are having an issue with your return. Please provide more details as to what information you received from our customer service team. Providing a screen shot of the email would be helpful in allowing us to assist you with this matter.

  Thank you.

  - Samsbeauty

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a wig from you guys and it charged my card and above the card information it said to use paypal for international users and I did not notice that message. I was not sent a confirmation for my order nor a tracking ID. I check my orders and nothing is listed for the wig I have purchased. I need this issue to be resolved immediately and a refund issued back to my card because this is very disappointing.

  Business response

  04/28/2023

  
  Thank you for choosing Samsbeauty.com!
  
  We apologize for the inconvenience. We have found no record of your payment in our database. Please contact your bank to verify that the charges have been finalized. Please also note that pre-authorization/pending charges may appear as a debited amount but is not completed. We will not capture the funds.  Pre-authorization/pending charges will typically release within 48 business hours. When placing an order, we ask that you be sure that the billing name and address matches exactly what the card is registered with. 
  
   If you continue to have difficulty, please try PayPal as an alternate payment method.
  
  If you have any questions or concerns please dont hesitate to contact us:
  Monday-Friday
  9am-5pm CST
  Telephone: (888)920-**** (7267)
  E-mail: ************************************
  
  Sincerely,
  Samsbeauty.com
  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased an Upscale Wig from samsbeauty.com on Jan 5, 2023. I received the order on January 12, 2023. I open the box and the wig is not an Upscale wig. It was packaged in a plastic bag and in a Ali **** box. I called and asked about the fact that the wig was not an authentic wig from Upscale that I have purchased from them before. I requested a refund thru their refund process and returned the wig to them in the appropriate time. I paid $145.74 for the wig and they only refunded $54.42 of my money. I called about the incorrect amount and was told, that I altered the packaging and there was a 30% restocking fee plus shipping. I explained to the customer service rep that I did not alter the package and that the calculation still does not add up to over $90 of my money not being refunded. The math is not correct and they should correct it and refund the full amount minus shipping. I was told that there is nothing else that can be done because the refund is complete. I previously bought other Upscale wigs from samsbeauty.com in December, they were packaged the same way in a plastic bag and inside of Ali **** box, the quality was not Upscale. I have an Upscale wig that I purchased from them last summer. It came in an Upscale recycled box, nicely packaged and sealed. It was not packaged in an Upscale packaging, I returned it and received a full refund minus shipping which they took $8.99 for. Now they have kept $91.33 of my $145.74 stating a 30% restocking fee and shipping and refuse to correct it. The customer service rep refuse to let me speak to the owner whom she states don't speak to customers and according to her there is nothing else to be done. This is absolutely fraud and I definitely would like my full refund. If nothing else alert other customers of their fraudulent practice and be mindful not to shop from them in the future or at your own risk.

  Business response

  02/07/2023

  Hi ******,

  Thank you for reaching out to us. In relation to the Upscale wigs, these are authentic Upscale units.AliHairs is the Upscale manufacture, the packaging has changed but the product is still the same and the same quality. In regards to the restocking fee, you received this fee because the returned item has been removed from its packaging. We did see that then calculation was more than 30%, this was a system error that occurred because of use of the promo code. This error has been corrected and you have been refunded the additional $41.25. This will bring your refund total to $95.67, after the deduction of restocking and shipping fees.

  
  Thank you so much for bringing this to our attention and we appreciate your support!
  -SamsBeauty

  Customer response

  02/09/2023

   
  Complaint: 19341041
  
  I am rejecting this response because: I would like a full refund minus the shipping per your policy. Samsbeauty.com is engaging in fraudulent business practice. I did not remove the product from its packaging. This is merely an excuse to keep my money claiming a restocking fee. You sent the wig in a clear plastic bag inside of an ALI **** box with a label on the side of the box (please look at the picture attached to this complaint). Please explain what packaging was removed. You really should take a picture of the packaging you send to customers so in case they return it, You don't falsely accuse them of altering your packaging. The box was sealed and shipped at **** Are you implying that *** opened the box and altered the product before it arrived to you. I highly doubt that is the case. The moment I opened the box and saw the packaging, I knew it was not an authentic Upscale Wig. The quality is Trash compared to one I previously purchased from you. I opened the plastic bag and the **** smelled awful. I placed in back in the bag inside the box and return it. Again, I have purchased an Upscale wig from you before and this is not the packaging it came in. The last three Upscale wigs I purchased from you came in a plastic bag inside of Ali **** box and I returned all three to you the same exact way they arrive. Your customer service rep told me that as long as the package is return in its original form there is no restocking fee. The two wigs I previously returned to you on January 12, 2023 in the plastic bag inside the ALi **** box exactly how they arrived was not charged a restocking fee. I would like my full refund minus the shipping as your policy states. 

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

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Never received my order. Called for two weeks straight. Just want my money back. I have been back and forth between post office stating they never got my package. ***'s never sent the package out it's been taking so long just for me to get my money back and I'm still waiting to hear back from them. There's a lack of empathy from the customer service department and I've done business with ***'s over the years but I will not be doing business any further because of the lack of empathy from your customer service department. If a company drops the ball on what they're supposed to deliver they should accommodate the customer so they can keep them. I'm sure there are several other businesses that would love to have repeat customers. Please work on your customer service skills and accommodating your customers better for the future. I shouldn't have to call everyday just to hear if I'm getting my money back or not especially on the product that you never delivered What I've noticed there is no accountability on the part of the company and it seems like they really don't care. Very upset and dissatisfied customer

  Business response

  12/12/2022

  Hi *******, 

  I am sorry to hear that you had a negative experience with our company. We apologize for the lack of empathy/ poor customer service experience you had.

  Unfortunately, we are not the shipping provider, so if the package is lost that mistake was not made by our company. However, we will always assist you with the matter after you have filed a claim/case with the provider. I have checked the records and our customer service team has spoken with you and followed up on your claim. Once the claim has concluded your refund will be issued, claims can range from 1-8 business days to conclude. 

  Thank you for your business and support. 

  -Samsbeauty

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an order back on November 13th and never received it.

  Business response

  12/07/2022

  Hi **********, 
  
  I am sorry to hear that you have not received your order yet. That is definitely a concern that our customer service team is able to help with. Please contact them As soon as possible, to receive assistance. 

  Our customer service team can be reached at this toll free number 1-888-920-****(7267) or emailed at ************************************

  Thank you for your support.

  -Samsbeauty
  

  Customer response

  12/08/2022

   
  Complaint: 18535122
  
  I am rejecting this response because: I already contacted customer service and a refund hasn't been issued yet.
  
  Sincerely,
  
  *********************************

  Business response

  12/08/2022

  Hi,

  If you have contacted our customer service team and they had approved a refund then please allow **** business days for refund to be issued. The amount of time it takes depends on your bank. 

  Best, 

  Customer response

  12/09/2022

  I need something in writing showing a refund has been processed.
  Complaint: 18535122
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  12/20/2022

  Hi **********, 

  We've followed up with our CS team about the details of your order. In your previous conversations with them I see that they informed you twice that you needed to open a lost package case to receive a refund, but you never followed up. However, based on the tracking I see that your delayed package was actually delivered to you on 12/13/22. I am happy to see that you did get your order!

  I have attached an image of the tracking. 

  Thank you for you support.

  -Samsbeauty 

  
  

  Customer response

  12/21/2022

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

*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. ↩