Complaints

This profile includes complaints for ProfashionHair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ProfashionHair

  1070 Rarig Ave Columbus, OH 43219

• 

  ProfashionHair

  3099 E 14th Ave Columbus, OH 43219-2356

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:02/04/2025

  Type:Product 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.

  At the local fair there was a station set up with this company. They straightened my daughters hair and at first I liked it. A few minutes passed and it was starting to frizz. The man ensured me that it would be fine and that it would not frizz. They charged me $300 for the device. My coworker stated that she got the same one and talked him down to $100. I contacted the company and they stated that they do not give refunds. Nowhere was it stated that you could not return. I, as well as another, from the same fair wrote a negative review. The company reached out to me in a threatening email about me writing a review and saying i would dispute the charges for the company being dishonest.

  Business Response

  Date: 02/06/2025

  Dear BBB,
  Thank you for bringing this issue to our attention. We are committed to providing a high level of customer service, and we regret that Ms. ********** has had a negative experience with our product.
  We would like to address the concerns raised in her complaint:
  Product Quality: Ms. ********** mentioned dissatisfaction with the performance of the product. Our records show that she did purchase the item at an event where our staff member did inform her about the product features. We apologize if this communication was unclear, as we always aim to ensure that customers fully understand the product they are purchasing.
  Return Policy: As outlined at our events, Profashion operates under a no-refund policy for sales made at fairs or events. This information is typically shared with customers when they make a purchase. Additionally, this policy is noted on the sales receipt. However, we do offer exchanges within 14 days of purchase, which we communicated to Ms. ********** in previous correspondences.
  Signature Discrepancy: ************************** claim about the signature, we have reviewed our records. The signature on the sales receipt is consistent with the information provided at the time of purchase. We would be happy to clarify this if necessary, but we assure you that all sales transactions are documented appropriately in compliance with our policy.
  We understand Ms. *********** frustration and deeply regret that she feels her experience was less than satisfactory. While we are unable to offer a refund due to the nature of our policy, we remain open to providing an exchange for a different product, as previously offered.
  Profashion values our customers and strives to resolve any issues fairly and promptly. If Ms. ********** would prefer an exchange, we are still more than happy to assist with that process.
  We hope this explanation clarifies the situation, and we would be happy to work with Ms. ********** to reach an amicable resolution. We value her feedback and will continue to improve our communication around policies to ensure greater transparency for future customers.
  Thank you for your attention to this matter.
  

• Initial Complaint

  Date:01/03/2025

  Type:Product 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 bought a hair tool at the southern Christmas show from this company. I did not like the hair tool after I had used it for a couple weeks and I emailed them and they said that I could exchange it for a hair dryer. So I packaged it and mailed it UPS with a tracking number. I saw that they received it on December 16, 2024. They have not responded to my emails or my phone calls since then and to my knowledge nothing has been exchanged in its place and I am worried that I have been scammed. This was very expensive and I either want a refund or the hairdryer that they promised.

  Business Response

  Date: 01/06/2025

  ******** and I spoke - her device was shipped back to us and her requested device was shipped to her. Her tracking number was sent to her - the tracking number is as follows: ******************
   Her device will be picked up by UPS and shipped today. Please keep in mind, we are small company with 2 employees on premise, with one remote employee. When there is an illness, a holiday, or inclement weather, we are effected. We are not a big corporation - like *****, who's turn around time for returned and defective devices is a month and up. 
   The negative reviews by customers wanting instant gratification harms our reputation, please remove this negative response to us doing our best.
  
   Thank you
  

  Customer Answer

  Date: 01/09/2025

  I was told this past weekend that my item would ship on Monday.  It is Thursday and it still has not shipped.  It is more that I cannot receive a response than anything here.  If someone is working remotely, I do not understand how this is impacted by weather.  Thank you.
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/10/2025

  Hi ********,

  We have been actively responding to your email all week to include you with updates about your package. Yesterday you were instructed by one of our staff that if UPS has not updated your tracking information it would be in your best interest to contact them directly. Your package was sent on Monday as you were told by another one of our staff members. 

  Thank you,

  Customer Answer

  Date: 01/10/2025

  You just took the package yesterday as I have filed this complaint and would not ever have done so if I had not complained.  I have not received any response via email or by phone from your business in a week's time.  You are lying to protect yourself.  If you were honest with customers, these complaints would not take place.  The package is set to arrive tomorrow so we will see.  I want you to know that I have only ever once in my life contacted the BBB concerning a company and I am 52 years old.  This is not my usual at all.  I have just paid a lot of money for this and have not received good service at all.  This did not surprise me, though, as I almost did not even purchase the item at the Southern Christmas Show after I heard the lady selling me the item be super rude to her coworker.  It was very unprofessional and I felt very bad for the other person in the booth that was so rudely spoken to.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 purchased a straightener comb at the la county fair on 5/28. I was told the product came with a lifetime warranty for craftsmanship. It hasn’t even been a year and it already stopped working. I hardly use it and it has minimal wear for it to have stopped working. It won’t even turn on. I have tried to email and call the company and no one replies or answers the phone or messages. I would have never purchased the item had I know they had terrible customer service. I want the item replaced. It was not cheap to already have malfunction.

  Business Response

  Date: 04/01/2024

  ****, 

  I searched our emails the the only time you emailed was March 22nd. We responded March 27th when We were all back in office. Keep in mind, we're a small business and as we travel, we're not always the fastest at responding to emails, but as we see them we do. I'd be happy to exchange the tool for you, to cut any shipping costs. Please email a video of the tool malfunctioning, unplug the device and cut the cord. Please include the shipping address in your email and we'll ship a new tool to you same day. 

  Thanks, 

  **** *******

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 I purchased the almighty styling comb and upon purchase I was told that I could receive a full refund if I was not 100% satisfied. It ended up not working on my hair the way I had hoped so I reached out to the company asking for a refund and they told me I was not able to receive a refund. I explained to them that upon purchase I was told that I WOULD be able to receive a refund and it WASN'T UNTIL AFTER I purchased this item they told me I was no longer able to receive a refund for this item.

  Business Response

  Date: 02/22/2024

  Hello, 
  
   Our return policy is as follows: No returns or refunds, exchanges only within 14 days for purchases made at trade shows. This policy is compliant with the city or state we are exhibitng in. It is always posted at the register of our trade show booths and on our receipts which are emailed to the customer. 
  
   Unfortunately, we are unable to grant this request as we are firm on our policy. Our sales representatives, this one in particular, has been with our company for many years. There is no incentive for any fabrication of our return policy, as they are salary based.  This manner has been brought up to the sales representative to ensure it will not be a potential issue in the future.
  
  Thank you

  Customer Answer

  Date: 02/23/2024

  I was told upon purchasing this project this company does allow refunds. Upon purchasing this item nowhere did it state that you guys did not accept returns. Only until after I purchased this item was I made aware that this company does not accept refunds.
  

• Initial Complaint

  Date:02/05/2024

  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 a hair piece on May 5, 2023, at the LA County Fair. I was told there was a one-year guarantee on the product. It broke in December of 2023 and is no longer usable. Every phone number I have called to try to reach the merchant for a repair is non-functional.

  Business Response

  Date: 02/06/2024

  Hey ***, 
  
  Please see our email correspondence below. She is requesting a refund for the full amount, she did not slowly buy a halo hair extension piece for $716.63. There are other items on her receipt (attached), as stated on the receipt, there are no refunds on our sales at trade shows and in person events. 

  Dear *******,

  I appreciate your prompt response and the clarification regarding the potential causes of the issue. I understand that you did not use excessive force, and I apologize if my previous communication suggested otherwise.
  
  As previously mentioned, the remedy for this situation involves a straightforward process of restringing your halo. If you are comfortable with it, you have the option to send the item to us, and we will gladly apply the necessary fishing line to address the issue. Please be advised that the typical turnaround time for halo repairs is estimated at 2-3 weeks.
  
  Your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly and efficiently. Please notify us if you'd like to proceed with the restringing of your halo. 
  
  Thank you for bringing this to our attention, and we look forward to assisting you in resolving the matter to your satisfaction.

  ProFashion

  Customer Support

  Business Response

  Date: 02/06/2024

  Dear *******,
  
   Per our established policies, as outlined in your receipt, we adhere to a no-refund policy for hair extensions. However, we are committed to ensuring customer satisfaction and do provide a window of 14 days for exchanges should there be any mismatch with your hair tone, and a 1 year manufacturing warranty for issues with the FlipNGo extension construction.
  
  Regarding the clear string, as discussed in our previous email correspondence, it is a standard 20lb clear fishing line, and it's breakage is not covered under the manufacturing warranty. This can occur due to customer misuse, and we appreciate your understanding of this aspect.

  We have offered a solution to address the current issue with your FlipNGo Extension wire, emphasizing that it is a simple fix. This situation does not render your hair extension piece unusable for an extended period, as the halo extension can be restrung with a new wire.
  

  For your convenience, our contact number is ###-###-####, and this information is readily available on our website, Google page, and also included in the copy of the receipt attached to your initial email.
  We value your patronage and are dedicated to resolving any concerns you may have. Should you have further questions or require assistance, feel free to reach out via our email correspondence.
   
  Thank you 

  
  

  Customer Answer

  Date: 02/07/2024

  I did not accept the business's initial response to resolve this complaint.

  BUT, I responded to them telling them I rejected their offer and they agreed to help with the repair.

• Initial Complaint

  Date:05/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On February 5, 2023 I purchased a thermal comb from the vendor. $216.50. I received a flat iron for free. They were out of the thermal comb and was promised to get it then the vendor returned. After several weeks I had not received the product sand reached out to the company. I was told they had the wrong address. I sent the address again and then received a message a shipping label was printed. It sat on this message for several weeks. I informed the company that I no longer needed to he unsent product and to send me a refund. After no response I filed a claim with my cc company. They then sent the product and I was notified it was on the way. I enquired to confirm their return policy and was given Emil confirmation. Their website says 365 days the email says 7 days. After receiving the product I asked for a shipping label to return the product and was told to receive a full refund I needed to send both the comb and the straightener. I packaged both and used their label. They received the packages (see attachments). I still have not received my refund. I was told a supervisor would reach out to me to process my refund, but have not received it yet. I have also not heard from anyone dispute repeated attempts to reach the company. All I am asking is to receive my refund of $216.50.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Approximately 2 months ago (March 2023), I purchased an Invent styling comb (NOA hair) at the Harrisburg, PA home show. The show sales person & the box state lifetime warranty. The product does not work. I’ve contacted the company multiple time & I have been promised call backs from specialists - which have not occurred. After multiple requests, I asked to return the product - the company will not respond. The product was sold to me - approximately $170.00. Please advise.

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 a NOA 3 straight ahead hot comb from the Ky state fair on 8/28/22. The woman that demonstrated this tool on my hair did a great job. That was the reason I purchased this. She said the product was $450 but today only $150 which def made me a little reluctant but I really liked how my hair looked. I got home and this is not the same product at all. I am not able to get the same results because it is not the same product. I asked for a refund and they said I could exchange (within 14 days of purchase) it or they would send me tutorials. I know how to use hair tools and do not want another defective product. The receipt sent from this company is encrypted and will not allow me to open it. I did take a picture of the iPad the girl had. She said to save that if I have any problems. I am attaching that here.