Complaints

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.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello , Im reaching out Because I paid $50 for a wig ****** I never received * They said they delivered it but I never received my package and Im going to event I need for tomorrow* And I paid my $50 hard working money for them to give me a rude a** customer service rep * Not trying to help or anything* If you didnt leave the chat I would be reporting his a** too * Its unfair that you report a problem or anything while you spending your money and they giving you hard time *

  Business Response

  Date: 04/04/2025

  Thank you for reaching out. 

  Upon investigation it appears the carrier has confirmed the delivery. After review the carrier has determined the image they provided of the delivery does match the image you sent us 

  as well as the images listed on ****** for the property. Since the delivery was made to the correct property it has been deemed successfully delivered. 

   

  Your shipment
  1Z36T77T0398626568
  
  
    Delivered On
  Thursday, April 03 at 11:28 A.M. See Delivery Photo
  Delivered To
  *******, *******;**
  
  Proof of Delivery Open the link in a new window
  View on a Map
  
  
  
  Past Event
  Label Created
  *************
  04/02/2025, 3:26 P.M.
  Past Event
  We Have Your Package
  **********, **, *************
  04/02/2025, 6:06 P.M.
  Past Event
  On the Way
  *******, **, *************
  04/03/2025, 8:30 A.M.
  Past Event
  Out for Delivery
  *******, **, *************
  04/03/2025, 9:42 A.M.
  Current Event
  Delivered
  *******, **, **
  04/03/2025, 11:28 A.M.

   

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23156281
  
  I am rejecting this response because: because I never received my wig . Its okay if you dont give me a refund Im my bank will . If not I will be sueing and I will put you on blast to all my 20k followers to be warn about this scammer business. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 order from this company and never got the package and it said delivered 2 hrs ago even the next day. I have yet to hear back I just want my money back.

  Business Response

  Date: 03/10/2025

  Hello, 

   

  You can certainly reach out to us directly. I see the item you ordered states it is 3-5 days for processing. I have canceled the order for you. 

   

  If you have any questions please feel free to reach out to us directly.

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ebonyline refuses to refund my money for items they never shipped. I purchased on Feb. 15th. Paid for **** ground shipping. I received an email from Ebonyline with a **** tracking number Feb. 17th that they created the shipping label. The tracking number has not been updated and it's now over a week later. Tracking on **** site states "A shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries."I asked they cancel the order and refund me since it has not shipped. They refuse to refund me because they say the order has shipped and is being processed. I have no idea what they are talking about. They have not shipped the items and stolen my money. I demand a refund asap...NO ONE SHOULD SHOP HERE. They also said **** picked up package on Feb 17th Presidents Day. **** is not open on that day. I called **** and confirmed that and that they do not have the ************* from *********:"New reply for the ticket #EBO01568166 The shipment was picked up by **** on 17th which was Presidents Day, they bring those pallets to their hib not post office since they are shipped in bulk. Once they process those pallets they update in their system. Tracking number is below, you can sign up for alerts via the carriers website to be alerted of updates once they become available. We will not be issuing any refunds on orders that shipped. You can however refuse the delivery so that it is returned to sender if you no longer need it."

  Business Response

  Date: 02/24/2025

  Thank you for reaching out. 

  Upon review.

  The shipment was picked up by **** on 17th which was Presidents Day, they bring those pallets to their hub not post office since they are shipped in bulk. Once they process those pallets they will update in their system.

  You can sign up for alerts via the carriers website to be alerted of updates once they become available.

   

  Thank you for your patience.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22982365
  
  I am rejecting this response because: there is no evidence **** is in possession of the package. ********* should provide proof that the package has shipped or **** at least has possession of the package. 
  
  Sincerely,
  
  Tinishia Jombla

  Business Response

  Date: 02/24/2025

  We provided the link via email which allows you to sign up via the carriers website for alerts for your order. 

  Please visit the link on ******** for updates.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22982365
  
  I am rejecting this response because: Ebonyline is providing a nonsensical response and resolution to this complaint.  **** site says they do not have the package and when I call **** they advise to contact Ebonyline. It's absurd. I have no proof that they shipped the package and neither does ****. I want a refund for the time while the package is limbo and can't be confirmed from my end where it is. Once the package ships they can then take the funds.
  
  Sincerely,
  
  ******** Jombla

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on 1/19/25 a wig from this company. I paid $44 for this wig. When it came it was the wrong color, which turned out to be my mistake so I paid $11 to ship it back to the company and received a $27 refund which makes my total refund $17. I shouldve read the reviews first. They stole my money and received the wig back as well. This is awful business practices. I want the rest of my refund.

  Business Response

  Date: 02/10/2025

  Hello, 

  We do apologize for any misunderstanding. To clarify the company did not  "steal"  your money.

  Did you not review our return policy ? I will list here below for you to review. 

   

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

   

  Refunds
  Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  Returns are subject to restocking fees of 20% of the purchase price.
  Promotional free items of the product being returned must also be sent back; otherwise, retail value will be charged.
  Discounts from promotions and carriers shipping cost will be deducted from the returned item(s). If you return any items from an order that received FREE SHIPPING, FLAT RATE SHIPPING the carrier cost that Ebonyline.com covered will be reversed and deducted from your return.

• Initial Complaint

  Date:01/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on December 23, 2024, and paid for delivery through ***. I specifically chose *** because **** won't deliver to the 3rd floor where I live and it takes too long. There were a few hiccups with the order causing a delay, so on Monday, 12/30/24, I told them to send me the replacement because I needed my order to arrive before January 6th. I was told that my order would ship within 24 hours. I later got a shipping notification for *** with a delivery of 01/04/25. Later, I went back to check the status and saw that the *** had been canceled. Ebonyonline did not notify me that they were changing the shipping that I chose and paid for to **** priority, I just received another email with a tracking number. When I asked they told me per their shipping policy they have the right to do so. But not according to the ************************. This is what they said on their website: By law, you must have a reasonable basis for stating that a product can be shipped within a certain time. If your advertising doesn't clearly and prominently state the shipment period, you must have a reasonable basis for believing that you can ship within 30 days.If you can't ship within the promised time (or within 30 days if you made no promise), you must notify the customer of the delay, provide a revised shipment date, and explain his right to cancel and get a full and prompt refund. ************************************************************************************************************* As seen in the screenshot, I was not contacted about the change and ebonyoline refuses to refund my shipping. How can you change something that I requested and paid for? Now, I have a delivery date from **** for 01/06, with **** now lying to me about the location of my package. I have already reported to the *** and if they refuse to give me my refund, I'll have my bank open an investigation and refund me. That's after it's settled with Klarna.

  Business Response

  Date: 01/06/2025

  Hello, 

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

   

  For both *** and **** ground shipping options, we will sometimes be required to change the shipping from one to another to the most efficient shipping method depending on various factors such as what kind of address you are shipping your items to and what is in your order.

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22767576
  
  I am rejecting this response because: I am aware of what your so-called shipping policy requires.  Its the fact that I made a choice and paid for the shipping that I wanted to use.  You, instead decided to change it without notifying me-you didnt ask if that would be okay to do.  You took away the option for me to decide if I wanted to use *****  Who are you to play with my money like that?
  
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 01/06/2025

  Hello,

  You paid for the shipping method, and we provided the service. You selected ground shipping, and the order was shipped via priority mail which is actually a faster shipping method. Although it is customary, it is not required that we notify you if we are changing the shipping method since it is written on our shipping policy. We do reserve the right to change the shipping method. The order is currently out for delivery. In accordance to the ***, we did ship within 30 days. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22767576
  
  I am rejecting this response because:

  *****, you are missing the point here. I chose ground shipping **** not ground shipping or priority usps.  As I told you before and as I have stated in my complaint, I chose *** because of issues with usps.  I live on the 3rd floor of an apartment complex and they refuse to deliver to me here.  **** priority was not a wise choice that you made because as of now at 5:17 pm, my package has been marked as undeliverable.  Go look at the status of what **** has said.  How is what any of what I am going through quick and convenient?  Don't you get tired of the complaints and explaining your shoddy practices over and over?  When will you come to the realization that the problem isn't US it's YOU?!  If I pay my money for a service I DO have a right to know what happens with my order!   Once again, you don't have to respond.  I said what I said and I'm also sending your response to the FTC.  Thanks for nothing, thief!
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 recently ordered 4 hairpieces/wigs from ********* online. I specified a reddish brown color for all 4 pieces. They arrived after no order confirmation, and the pieces all are solid black. I cannot use solid black wigs. I have attempted to contact the company by email and by phone to set up a return and refund for the items, but they never respond. I don't know if any of them were a final sale, but since they deliberately sent me colors I didn't request, they should accept a return on them and refund me for the entire amount I paid.  

  Business Response

  Date: 12/09/2024

  Hello,

   

  We did respond 3 days ago. We gave you a return authorization.

   

   

  Customer Answer

  Date: 12/11/2024

  Complaint: 22657008
  
  I am rejecting this response because: I do NOT accept your response. Your so called authorization and attachment is blurry and unreadable. If you do not respond with a legible authorization approval, I will see you in small claims court! Your business is a joke! Also why should I have to pay a 20% restocking fee? They screwed up the order, I did nothing wrong. What a bunch of crooks!
  
  Sincerely,
  
  ******** Garcia 

  Business Response

  Date: 12/11/2024

  Hello,

   

  It is blurry because the message was so long we had to zoom out to take the screenshot.

   

  Here is the return authorization so that you may return:

   

  Dear Valued Customer,
   
  We're pleased to inform you that your account has been approved for a return. Please review the following instructions and return policy details:
   
  Return Timeline: All returned items must be shipped (postmarked) within 14 days of delivery. Orders not postmarked within this timeframe will be rejected.
  
  Return Address: **************************************************************************
  
  Contact Information: Tel: ***************** (8am - 5pm Mon-Fri CST, *************)
  
   
  Return Conditions:
   
  Please ensure that your wigs are returned in ORIGINAL, BRAND NEW CONDITION (unaltered, unworn, undamaged, free of chemicals, scents, perfumes, sweat, and any type of shedding skin cells attached).
  Return of Free Shipped Items: Returning items from orders that received FREE SHIPPING, COUPONS, or DISCOUNTS will reverse those benefits.
  Restocking Fees: All returns are subject to restocking fees of 20% of the purchase price.
  
  Non-Returnable Items:
  FINAL SALE items.
  Products exhibiting physical damage, burned hair, missing hairpieces, or missing original packaging.
  
  Packaging and Labeling: Please include the Order/Invoice # inside your box to avoid delays in processing your refund.
   
  Return Label: We do not provide Return Labels for returning items. You are responsible for the costs associated with return shipping.
  
  Thank you for your cooperation and understanding of our return policy. Should you have any further questions or require assistance, please don't hesitate to contact us.
  
   
  Best regards,

   

   

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 informed ***** line customer service for a return regarding a item I purchase from the website that is a wig that it didnt fit me properly customer service is approaching the matter as a child as I politely request a return to send item in good condition to the address for a ************: *****************

  Business Response

  Date: 11/17/2024

  Hello, 

   

  All return requests are reviewed when you email us to ****************** If the order is approved you will receive instructions to return, 

   

  If the return is denied you will receive more information as to the denial.

• Initial Complaint

  Date:09/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Brought item from merchant August 9 ***** item was back ordered recived item August 28 but the item was no longer needed so I returned item the merchant has received item but is refusing refund which goes against their own refund policy I would like a full refund as soon as possible through ****** they lied and said ****** would not let them refund me that is a lie

  Business Response

  Date: 09/18/2024

  Hello, 

  Your order has been reviewed. It appears that you opened a case via ****** and once a case is open it must be resolved via ****** since you have used a third party for your payment.

   

  Thank you for your understanding. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22304098
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/18/2024

  Hello, 
  Have you contacted ******? 

• Initial Complaint

  Date:08/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed and order on August 16th and payed for priority shipping. The website showed that paying for priority shipping the items would arrive by Aug 21. I payed 76 dollars and on August 26th the company reached out saying 70% of my order they didnt have in stock and would need to issue a refund. Because the company waited so long to tell me that they didnt have the items in stock until AFTER the date it was already supposed to be delivered to me its too short of a notice to make other arrangements so I have to cancel those appointments resulting in a $700 loss. I asked the company to ship the remaining order out and refund me for the priority shipping because I ordered priority to have my items by August 21 and the company declined saying that if they refund me for the priority shipping, they will have to ship out my order regular mail, which will take an additional seven days.So not only am I losing out on hundreds of dollars but Im also paying for priority shipping when the items should have already been sent out. The items were supposed to be here the day before yesterday and they have not even shipped out in the company waited until after the items were supposed to be delivered to even tell me that they didnt have them in stock. The remaining items should have been shipped out overnight at no charge because of their negligence. I would a refund of priority shipping not just the items they dont have.I understand. Shipping dates can be estimated, but its the fact that the item was estimated to arrive to my home by the 21st and its now the 25th and it hasnt even left their facility. And most of my order wont even be there.

  Business Response

  Date: 08/27/2024

  Hello, 

   

  We apologize for any misunderstanding. Please see the details on Priority Mail stated on the websites policy.

   

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

  USPS Priority Options (United States Parcel Service)

  USPS Priority Mail: Usually takes 1-3 days in transit. Exceptions apply and delivery time is not guaranteed.

   

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22196357
  
  I am rejecting this response because:

  I understand shipping is not guaranteed because for many reasons the post office can delay shipment. But this wasnt a post office issue. The company waited 10 days to even notify me that they were not in possession of the item that showed in stock on their website. 10 days. This wasnt an issue of the carrier delaying the shipping they waited so long to tell me I had to cancel appointments which as a business owner make ls my business look bad and they offered no type of resolution for falsely advertising an item was in stock when it in fact was not and because of that I have any customers. If the item was estimated to be delivered by the 21 they could have given me notice before then so I could have made other arrangements but they did not.
  
  *******************************

  Business Response

  Date: 08/27/2024

  Hello, 

   

  You placed your order after hours on Friday, August 16, 2024 5:42:28 PM so this order is considered to be a Monday order to be processed through the system, you ordered 1 item that was not "same day"

  so it was then placed for order. The item arrived on the 5th business day after processing via the system and shipped 08/26 which is the 5th business day after Monday 19th. The policy indicates items must be ordered and you must allow the processing time frame stated. Once the order ships it ships via the method you select and in transit time frame is estimated by the carrier. Please review the entire policy to avoid future confusions.

   

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

   

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22196357
  
  I am rejecting this response because:
  

  
  
  You reached out to me stating you could not get the items from the manufacturer and I had to cancel my order and get a refund or change from black to blonde. 
  
  
  Your representative said the item was out of stock. 
  When I placed the order and still today your website shows the first item will ship same day and the second item would ship in 2 to 4 business days 
  
  
  Assuming Monday the 19th is counted as the 1st day it should have shipped at the latest on Friday the 22nd but it didnt because its not in stock PER YOUR EMAIL. 
  
  
  You didnt reach out to me until the 26th to tell me that the item that should have shipped out by the 22nd was not in stock. Your website shows that it will ship in 2 to 4 days and it did not. Your company did not notify me until the 26th and said, I either had to cancel my order, or I had to switch from black to blonde so at very least for your website, showing false information that an item was in stock when it in fact wasnt is the reason I had to cancel appointments. The least you could have done was refunded the priority shipping and sent me the items you did have in stock asap seeing as the only reason I ordered priority was because your website showed that it was in stock and that was false information per your email.
  
  
  And not to mention your website still CURRENTLY shows you can order this item that your representative advice me was out of stock. 
  
  
  I can clearly see you do not wish to make this right and you are okay with your website showing false information so if that is your final resolution I will not continue this back and forth. Your representatives want to take no responsibility for dropping the ball and you clearly do not value your customers. 

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

  Business Response

  Date: 08/28/2024

  The policy indicates the time frames to be received from the manufacturer are estimated and not guaranteed therefore 2-4 days to receive from the supplier is not a guarantee. 

  We do apologize for any misunderstanding however we recommend that you review the policy since the ordering process has been the same for the last 20+ years. 

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 2 wigs ( Sensationnel Butta Lace Synthetic Hair HD Lace Wig - BUTTA UNIT 7 and Sensationnel Dashly Synthetic HD Lace Front Wig - LACE UNIT 23) online via ebonyline website on May 27th for my 40th birthday . I entered all the requested information to make the purchase. Within a matter of minutes the notification was provided from PayPal that the account was debited $63.42 the total amount of my purchase. However a confirmation number or email was never received at my email ********************** I logged into my ebonyline account today ( May 30th) to check the status of my items purchased. Much to my surprise it stated no orders were placed . I clicked around It few times and could find any info about my purchase . I then went to there chat feature to speak with a representative. The rep informed me she didn't see any orders on my account and that it was probably due to a glitch in their system. She ( *******) than told me I'd need to talk to PayPal about it after I provided her the screenshot of the receipt from PayPal. I want my wigs ! As soon as possible . They are responsible for their website . There was no notification or indication that the website was experiencing a "Glitch" . It's not fair or right and I don't have any money to buy more wigs and the click it ticking my birthday is fastly approaching. I would like my wigs sent to me asap . I should have to contact PayPal because I made the purchase it isn't fraud or an error on my end or even PayPal for that matter .

  Business Response

  Date: 06/03/2024

  Hello, 

   

  Thank you for reaching out. All PayPal orders do generate an Invoice that PayPal sends you directly. Please open a PayPal case for a prompt resolution.