ComplaintsforChoose Your Wave

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a human hair wig on 10/26/21 for $555.50 from Choose Your Wave on her Instagram account paying a split payment. I styled the wig with heat on two occasions and one time with only rollers, the first time was with hot curlers I had no issues, the 2nd time the wig was washed, rolled and placed under a hair dryer for 25 minutes. This is human hair and it should be able to stand heat but after I removed the rollers the hair developed really bad split ends and short pieces of hair sticking straight up. I immediately messaged her on Instagram and she said the wig was not meant to go under a hair dryer. I asked her several times why did the hair develop split ends and breakage but she never responded, she only stated "you don't know what you're doing" I have worn wigs for the past 15 years and I have never had this issue and never have I spent this amount of money on a wig. She offered to fix it for 100.00 more but I was not willing to since someone who knows about Human hair wigs examined the wig and said the hair was no good and what I paid for the wig was outrageous due to the hair she used. After going back and forth a few times I told her I would get a 3rd party involved because i was not satisfied with the wig so she stated a 3rd party did not have to get involved because she offered to fix it for 100.00. After messaging her on Saturday 11/06/21 the next day which was Sunday 11/07/21 she deleted her wig Instagram page. I suggested several times that we come to another agreement about the wig but it turned into going back and forth. This woman knew i knew nothing about ordering a Lace wig this was my first one and I feel like i was taken advantage of with the hair she used. She constantly accused me of doing something to the wig after I told her several times I have curled and worn hair weave most of my life and this has never happened even with much cheaper hair weave. I have never worn the wig and that was my 3rd attempt to try a new style on the wig.

  Business response

  11/28/2021

  Business Response /* (1000, 5, 2021/11/19) */ Mrs.***** ********** purchase a wig via Direct message on my business page on Instagram @Choose_your_wave on September 26,2021. She request on how she would like her hair styled via a picture she sent me which also includes color. Which her request was 3 bundles of 18,20,22 with curve part. I completed her order on October 10,2021 which I sent her pictures she said she loved it and could I cut her bang a little more. Mind you all my wigs come 100% ready to wear you wouldn't need to wash or curl again. It comes ready to put on. On October 12 she received her wig n sent a message to me saying she wanted her part on the right mind you the picture she had Already sent me part was on the left so that's exactly what I went by per Mrs.********** request. I informed her that she has a 5*5 closure and can part her wig on the other side as long as she knows how to style it back properly. I also let her know I went by the picture she sent me color and all. So I let her know she's welcome to send me wig back to me and I'll be happy to switch her part to the other side free of charge. October 14,2021 I received her wig to do the switch and sent her pictures back to her on October 15,2021 at 6:06 pm with the part being on the right side per her request. All she had to pay for was to ship back to her. On November 2,2021 she sent another message saying "I need help I washed and rolled my wig and put it under a hooded dryer and now it's really frizzy and nappy and can't get it back to normal someone told me don't put it under a hoodie dryer but I didn't know" she started mind you again my wigs comes 100% ready to wear. It was no need to wash and restyle her wig at all. So I inform her to never put it under always let it air dry which also states that in my instruction card on how to care for the hair. So I let her know I can bring it back she can send the wig back to me AGAIN but I will charge this time for a wash n style which is $100 which she totally agreed on sending it back until two days later she come with she don't think I could bring it back to life n that it's her 3rd time styling the wig which it needed no styling when I sent to her. Which she also sent pictures with it not being styled n I inform her that's not how I sent her her wig. I let her know that and have offered her a wash n style for her cause she clearly didn't know how to style a wig I informed her when it comes to color it has to stay moisturized and treat as if it's her real hair. At that moment she started harassing me I let her know it's nothing else I could do I apologized for the inconvenience I also told her if she would like to still get it wash n styled as planned we could do that. But on another note I told her to have a blessed night n did not reply to any other messages she sent. I have tried my best when it came to trying satisfy Mrs.********** when she request a part switch did it for free, wanted her bang cut shorter I done that with no problem. At this point I'm not sure what else she wanted done for me when I have offered everything. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Case #18029413 please forward my response to the business and close my case as "not satisfied" I never mentioned to Choose your wave that a friend of mine and I took the wig to a professional wig maker/beautician that she personally knows. The reason why I wanted to pursue this was because I was told by her that I over paid for this wig and it was not worth the money I paid for it. She stated that it appears to be over priced, the hair was badly damaged, to soon, and it was unprofessionally sewn together especially with the double stitching leaving wide gaps in between the tracks. I never told her the wig was to big and felt bulky in the back even with a band inside the overall fit was to big but could not be seen so I didn't worry about it. A lot of negative things were said about this wig from day one from friends and coworkers who wear the same kind of wig and even after their opinions I still liked the wig. Another reason is because on my third attempt to style the wig I started noticing the hair had split ends that's when I became unhappy about it!! This is what the company does not understand. The only thing that was done right to this wig was the color. I never requested 3 bundles, my length or a curved part. The length of the wig and the 3 bundles was automatically given to me by her but I did agree to it. I knew nothing of a curved part until I received the wig. I told her when I ordered the wig that I wanted 5 x 5 lace where I can part the hair down the middle on the left or on the right, when I first received the wig it had a long left curved part that I was unhappy with and I could not part the wig like I was told I could in the beginning. I showed her a picture of a wig and said that I wanted my bang cut just like that!! I never paid attention to the part in the picture I did not mention a part period I said the words BANG and CUT!! She's complaining about fixing the wig for free but it was her own fault so she was suppose to fix it. We already discussed the 5 x 5 lace I never told her to change the lace and give me a left part if she was confused on that she should have messaged me and asked if I wanted a left part too just like the picture and I would have said no.. just like the hair that she used on the wig she failed to tell me I was getting Raw hair!! Had she told me she was using that type of hair I would have never ordered the wig. I've never used that type of hair and I'll be honest I believe the wig was already made before I ordered it and she just threw some highlights in it and gave it to me. Why wasn't I allowed to pick my own length? Why wasn't I asked about what kind of hair I wanted because I actually thought I was getting Brazilian hair. She never asked me how long I wanted the wig she automatically said it will be 22 inches and I agreed. I had no clue how to even order the wig and I told her that, that's why it was ordered via her inbox and not on her actual order page. On the order page you can request certain things I was not offered but I didn't see that until after the fact when a friend pointed it out after going on her page. Yes I did love the wig even though it had a few flaws when I received it and was not cut like I asked... again I still liked it. I explained to her I can style the hair as long as it's cut in layers. She stated that the hair is already layered but if I wanted extra layers she would do that but that's not what I received yet she keeps saying I didn't know how to style it. She also stated that the wig was sent to me ready to wear, curled and didn't need washing but she forgot that I told her when I received it, it had a unpleasant smell and by her curling the wig and stuffing it in a small box to mail to me made the hair nappy and smushed by the time I received it so it had to be washed. I already stated this to her. I did state that a friend said I shouldn't have put it under a hooded dryer that's because she was questioning the quality of the hair that was used. I also stated to her that I've done this before with my other wigs and the hair has never split like the one I purchased from her. It's a lot of things I wanted to ask her about in reference to the wig but her attitude and unprofessionalism got in the way. I did agree to send the wig back at first but I thought she was going to do more than just wash and style the wig. I was not willing to pay her $100 for that when I have Friends that could have washed and styled the wig for me for free. Why would I pay her $100 just for that. She's constantly repeating herself over and over she already knows I moisturized the hair and treated it as my own I have told her that several times this is why I believe that the hair was not genuine. The card that she sent with the wig does not state do not put under a hooded dryer it says air dry but again the hair shouldn't have split ends all over after one time of hardly being under a hooded dryer it was just enough heat to help it dry it faster it was not directly under the dryer. As far as her saying that I harassed her please ask her to submit messages where I harassed her I asked her questions about the hair she used and she refused to answer why the ends split so bad she only said I didn't know what I was doing. If I was harassing her why didn't she block me or tell Instagram that I was harassing her that's is ridiculous. I replied to her last message after she stated have a good day and simply told her that I was moving forward with a third party, she never responded after that and neither did I. She also has not offered to do anything with this wig but wash it for 100.00. As I stated earlier in my response please do not forward any more messages from her to me you can close the case and mark it as unsatisfied. Ordering this wig was a epic fail from the beginning because she failed to mention the hair she used if that's the only kind of hair she uses then it should be noted on her site. At this point nothing can be done and I have been in contact with my credit card holder. Thank you for trying to resolve this matter.

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