ComplaintsforSpecialty Commerce Corporation

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of purchase 5/30/2024, Total amount including shipping and fees: $52.03. Issue: Purchase arrived 6/4/2024 smelling like perfume, poor quality, too big. My order was a previously returned order. Ordered 18W, received 2X. Immediately wanted to return item. Looked at packing list which said Exchange and Credit Only. Called Especially Yours regarding this. Was told all clearance items cannot receive a payment refund. Told representative, that information was not found on or below the photo and description of the item on the website, not found on my order invoice received by email, but representative refused to take responsibility. Also, should you want to return the item, Especially Yours will practically keep almost all of your purchase price including shipping and fees. I want a FULL REFUND of $52.03 and nothing less. Fraudulent practices, bait and switch, and omitting the necessary information within the item description and on the order invoice showed their intent to be fraudulent. I've included the proof. The picture of the item submitted to BBB is the exact same item, except it's in a velvet material. The item I ordered was conveniently removed from their website, but I included one like it because it's listed as "clearance." Therefore, you can clearly see that the No Refund, Credit Only is not list for the buyer to make an informed decision before spending their money. Again, I want a FULL REFUND of $52.03 due to their depictive practices and a used, ****** returned item.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******************* <*********************>11:03AM (2 minutes ago)to Paula Young On 3/30/2024 you processed my order Y65357760001 for $48.45 and I have not received it yet, called a week ago and was told "it should have been delivered yesterday but you'll get it tomorrow". I want my money refunded for non-received item immediately. ******************* ********************* ********** Any questions? Contact me

  Customer response

  05/17/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  05/24/2024

  ************ placed order #Y6535776 on 03/29/24.  The total order amount for the items, shipping, and sales tax was $48.45.  The order shipped out on 04/01/24 ***** tracking #**********************************).  ******** could not deliver the order.  The order was returned to sender (Paula Young) due to an "insufficient address."  ************ originally received a full merchandise and sales tax refund of $32.49 on 05/09/24.  We issued an additional refund of $15.96 (shipping charge and applicable tax) to her credit card on 05/13/24 for a total refund amount of $48.45.  
  
  

  Customer response

  05/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made the mistake of placing an order with Especially Yours on 9/14/23 in the amount of $127.18. I immediately started receiving their physical catalogs to my home. I contacted them on 10/21/23 and requested that my name be removed from their physical mailing list. This was their response:****************************************** via specialtycommerce.com Oct 22, 2023, 10:17AM Dear **************,Thank you for contacting us. Your name has been removed from our mailing list as you requested. This removal will result in the receipt of only 1 or 2 more catalogs from us, as our promotional materials are coded for mailing months in advance of their release to our customers. We apologize for any inconvenience this may cause.The catalogs continued to arrive at my home and I contacted them once again 1/10/24 and this was their 2nd response: ****************************************** via specialtycommerce.com Jan 10, 2024, 9:08AM Dear ***********************,Thank you for contacting us. We apologize that you are still receiving catalogs after requesting to be removed.Your name has been removed from our mailing list as you requested and we have forwarded your request to the correct department. This may result in the receipt of only 1 or 2 more catalogs from us, as our promotional materials are coded for mailing months in advance of their release to our customers. We apologize for any inconvenience this may cause.Sincerely,Internet Customer Relations ********************** **************** ************************************* mail to:****************************************** Around March 15, 2024, I received yet another catalog from Especially Yours and I wrote to them again because not only were the catalogs still coming but I had moved since I started receiving their catalogs and now they were coming to my new address.No one has responded to my last email. I just want them to stop harassing me with their catalogs.

  Customer response

  05/07/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  05/24/2024

  We apologize for the issue ************** experienced with continuing to receive catalogs in the mail.  We have escalated this issue internally for review so that she will no longer receive physical catalogs in the mail.  

  Customer response

  05/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/2/2024 I purchased items in the amount of $183.08 from Paula Young order# Y649253000011. On 4/1/2024 I contacted customer two times and spoke to a supervisor who were of no help! Their policy state wigs returned within 30 days from the original ship date will receive a refund minus shipping and processing fees. The items were shipped on 3/4/2024. I called requesting a refund on 4/1/2024, which is within their 30 day of the original ship date. At that time I was informed that their facility needs to receive the items within 30 of the shipping date. This is Fraud! No where on their policy does it state that information. Also, since they advised my return request of the items were not going to be received at their facility, which she said could take 7 - 19 days doesnt meet the criteria for a full refund and I would be charged a $19.00 per item restocking fee, which is ridiculous, since the items cost me any where between $9.09, $13.99 and $17.49. The five items Im requesting a refund on are in the amount of $63.65. They have not solved my issue nor did they want to approve my refund. Paula Youngs return policy is fraudulent because it doesnt state the items need to be received at their facility within the 39 days of the shipping date. Im so disgusted with their customer service and their return policy. Now I want to return all items for a full refund. The items were not made of the highest quality and again the customer service was terrible! I have never heard of a return policy like Paula Youngs, which is very deceiving the way their policy is stated and you dont even have the items for 30 days. I havent even used the 5 items I wanted to return, but again I want to return everything I ordered. Im so appalled with the customer service and their return policy. They didnt stop to think about how many days it took for the items to be received to me and yet I have to account for the 7 -10 days its going to take for shipment for them to receive, which is ludicrous. So if it took 7 - 10 days for me to receive my order and they need to receive the items within 30 days, which could take 7 - 10 days so thats either 14 or 20 days in shipping, which allows me 10 days to decide if I want to keep or return the items! Thats not allowing the normal return policy of 30 days! Again, Im requesting the full amount of the invoice, which includes sales tax and shipping and handling. If I dont receive my refund Im stuck with items which are no use to me and I wasted my money! Again, customer service did NOTHING regarding my refund or NOTHING to satisfy me as a customer, which is very disappointing as a customer.

  Customer response

  04/12/2024

  I have not heard from the business in response to my complaint.  I attempted to contact them prior to contacting your office and they would not let me return the unwanted items.  They stated they needed to receive the items back 30 days from the original shipping date.  I spoke to a supervisor prior to contacting your office and she was of no help.  All she stated was that the items needed to be returned 30 days of the original shipping date.  She was not very customer service friendly and definitely needs better customer service skills.  Actually, the two representatives I spoke with need better customer service skills as well.  ******************** company is a business I will never purchase anything EVER again.  I appreciate your assistance to this matter.  Thank you so much.  I look forward to hearing from your office.  *****************************

  

  Business response

  05/24/2024

  The Paula Young Exchange & Return Policy is fully disclosed on the Packing List that ********************** supplied as attachments.  Additionally, the Paula Young Exchange & Return Policy is also included on the website (www.paulayoung.com) and in all of the catalogs.  As ********************** stated, her order was shipped on 03/04/24 and was delivered on 03/08/24 ***** tracking #**********************************).  Wigs returned within 30 days from the original ship date will receive a refund, minus shipping and processing fees.  Wigs returned within ***** days from the original ship date will receive a refund minus a $19 restocking fee (per item) and shipping and processing fees.  04/03/24 would have been the 30th day from the original ship date for ************************** order (Y649253000011).  05/03/24 would have been the 60th day from the original shipping date.  The item(s) need to be sent back within these time periods in order for a refund to be processed.    

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The ad they send you to your email states in huge type$10 off + Free Shipping. When you start to buy it online.and get to their billing summary, the $10 discount is not there nor is the Free Shipping. So you call them and thenthey tell you to read the teeny tiny 4 pt. type in light gray, that you have to spend $50 or more to qualify for the promo.As a senior citizen I find that to be false advertising.hoping that their mostly senior women who have need of a wig in their so-called Golden Years will then give in to purchase a more expensive wig! Attachment comes in 3 parts so you can see how they are using tricky advertising.

  

  Business response

  05/13/2024

  ************** placed Paula Young web order #Y6524545 on 03/21/24 at approximately 11:32am EST.  The item she purchased, A2131 Daisy (color #4, size average), was $39.99. 

  The offer for promotion code ******, as shown in the first attachment from **************, was as follows; "Extra $10 off orders $59 or more.  Excludes Amore, Estetica, *****************, ******, ***** of *****, TressAllure, and ALL wigs $39.99 or less.  Free Shipping on orders $49 or more.  $49 threshold is calculated AFTER all discounts have been deducted and does not include charges for shipping, handling, or taxes.  Excludes rush or expedited delivery methods and is valid on deliveries to addresses within the Continental U.S. only.  Offer expires 03/20/24 at 11:59PM (Pacific).  No adjustments to prior purchases or orders in progress.  Not valid in conjunction with any other offer." 

  ************** placed her order the day after promotion code ****** expired.  Additionally, the item that she purchased for $39.99 did not meet the criteria ("Extra $10 off order $59 or more & offer expires 03/20/24 @ 11:59PM Pacific Time). 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 wigs in Dec 2023. One was the wrong color. I did not try in on and I returned it immediately. After 5 weeks I did not receive a refund. On Feb 21 2024 I called to see when I would get my $35 plus tax and shipping. I was told that the wig arrived without paperwork. I disputed that. So she said they don't give refunds for wigs that were on sale. It was their mistake. I ordered color 101 and they sent 101b. It was too dark. How would they know who returned the wig if I didn't return the paperwork? They said there is a credit in the approximate amount of $24. I can only obtain it by ordering something else. I will never order from them again. I want ALL of my money refunded. Customer # ********** order # *************

  

  Business response

  02/27/2024

  Ms. ***** placed mail order #U6640512 for the following items; ******** A7014, *************** A8276, Styling Head A1717, T-Pins A1190, Hair Spray A1196, Styling Gel A1197, and the mail processing fee.  The order total, with free standard shipping, was $89.45.  Ms. ***** sent a check in the amount of $89.31 which was slightly short by -$0.14.  We shipped out the order even though it was -$0.14 short.   

  Ms. ***** sent back one item; ******** A7014.  She kept the other items.  Color 101 & 101B are the same color.  The ******** A7014 was an exchange only item.  The ******** A7014 was $34.99 plus $2.54 for sales tax related to the item; a total of $37.53.  Ms. ***** used the optional return label to return her item which has a fee of $9.95 plus $1.00 for each returned item.  She received a merchandise credit in the amount of $26.58 ($37.53 - $9.95 - $1.00 - the -$0.14 cents she was originally short on her mail order).   

  As a one-time courtesy for an exchange only item and use of the optional return label, we will refund Ms. ***** $10.95 ($9.95 + $1.00) along with $26.43.  Ms. ***** will receive a total refund amount of $37.38 in two separate refund checks ($10.95 + $26.43).  Please allow 10 to 14 business days for delivery of the refund checks.      

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two wigs from Wig.com for $39.99 and $69.99 including tax. I returned the items because it was not to my satisfaction and requested for a exchange or refund. These items were returned in the same condition and package without wear or tear. According to ********************************, the wigs will be donated by 1/25/2024, and they will be refund or exchange.I do believe this is a theft and predatory practices as well as poor business.I will not consent to a donation and would ask for a refund if not, an exchange instead.Thank you greatly!*********************************

  Customer response

  01/01/2024

  Hello BBB,

  I want to ensure you have the right business. The company name is Customer service:

  Wig.com Exchange Department

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

  **********************, **. 02379

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

  This the only contact information I have found listed on their website. 

  However, I am grateful for you'll are willing to help me with this issue. Thank you! 

  ********************************;

   

  

  Business response

  01/02/2024

  ******************** is wigsis.com.Not wig.com
  This is not our company's order.
  You contacted the wrong customer service.
  Hope it can help you.
  
  ******

  Customer response

  01/03/2024

  Hello,

  I believe you may have contracted the wrong company. This address listed below is what I have found... this is how the address is printed on their website as well. 

  Wig.com | P.O. Box 483 | ********, ** 0230

  P. S. I still would like to continue to filed the complaint. 

  

  Business response

  02/27/2024

  We made an exception for **************** and allowed her to return her order and receive a refund 108 days after her purchase.  Her order shipped out 08/31/23 and wasn't returned until 12/21/23.  **************** was issued a refund for the items she returned minus a 20% restocking fee.  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all, I have purchased several wigs from Paula Young over the years and have dealt, consistently, with receiving wigs not properly wrapped, wigs that have obviously been tried on and wigs that have been defective. I have repeatedly had to return many wigs over the years and they NEVER give me a full refund. I have complained over & over with NEVER a resolution, and I can NEVER reach a *** Representative...it's always an Asian Rep. I want A FULL REFUND for not only my most recent purchase, but also for the shipping fees on the last 3 returns I have had to do. I have paid at least $30 in return shipping fees, for wigs that only cost me $30...plus I pay the shipping fees for them to send me wigs...my shipping cost's have been APPALLING coming and going! Paula Young has gouged and stolen so much money from me in fees and I want fair compensation.

  Customer response

  01/15/2024

  I have not heard from the business in response to my complaint....and wish to pursue this further...there is a professional principle involved and I do not appreciate how this company has stolen money from me.

  

  Business response

  02/27/2024

  Please provide more specific information so we can look into this complaint.  Thanks.  

  Customer response

  02/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  During the week of all the Black Friday sales, I received e-mails from Paula Young advertising 'FREE SHIPPING SITE WIDE". So I ordered a wiglet from them and I did NOT get Free Shipping! I was charged **** for shipping. When the wiglet arrived, it was not as advertised - supposed to be white to match my hair and it was light grey, so I couldn't use it. I called the company and they told me I could return it, but would have to pay ***** to use their return label. So I thought I would only be losing ***** out of the total I paid (*****) and expected a refund for the **** original shipping charge - because I was not supposed to have been charged for shipping in the first place!!!I left the wiglet at *** the following day exactly as received - tags attached and still in net. It took weeks to get anything at all from Paula Young (they kept saying they hadn't received it) and when I finally did get an e-mail, the refund was only ****! I want an additional **** refunded because they advertised FREE SHIPPING SITE WIDE! Order # Y6341689

  Customer response

  01/16/2024

  I have not heard from the business in response to my complaint.  Since the business (actually Paula Young Wigs) will not even attempt to be honest about their false advertisement for Black Friday Free Shipping, I would like to add additional information to the complaint. 

  I was only asking for **** refund which I was not supposed to have been charged for original shipping.  However, the total I paid was $43.56!  $32.56 (wiglet, shipping) + ***** to return.  I returned the item exactly as received when I saw that it wasn't a true white, and I don't think I should have had to pay ***** to return it either since it wasn't as advertised.

  Out of the $43.56 I paid, they only refunded $8.79!  I LOST $34.77!  

  I hope this information goes on their record to warn other people not to deal with this dishonest company!!

  

  Business response

  02/27/2024

  The offer that ************ had was free shipping on orders over $69 or more.  The item she purchased was $19.94; therefore her order did not meet the free shipping hurdle of $69.  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 10/25/2023. Placed order via telephone. Catalog Code *******. Ordered Wigs Page stated, "One Low Price". It does not state Clearance Item. The Salesperson did not inform me that these items were Clearance items. She did not expain the return or refund policy. Had I known what the return/refund policy was I would not have done business with this company. Their Mercandise did not look like items in the catalog and was of poor quality. They also charge a restocking fee. I was offered a credit. I don't want a credit, I want a refund.

  Customer response

  12/29/2023

  I have not heard from the business in response to my complaint, since I filed my complaint with you all. 

  

  Business response

  02/27/2024

  We apologize that the item did not work out for ********************.  ******************** was not charged a restocking fee.  The non-refundable charges are the standard shipping of $15.99, the optional return label (aka Smart Label) that ******************** used to return the item for $11.95, and the delivery surcharge of $1.95.  A refund in the amount of $53.10 was issued back to ************************ credit card for the return of the item.    

*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. ↩