ComplaintsforDreamcatchers

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered very expensive hair extensions from a salon who purchased them from Dreamcatchers. Since the moment they were installed, they were nothing but problems. They were a matted, knotty, terrible mess. I was hurting my head brushing the hair extensions. I couldnt get any of the knots, or the matting to ease up no matter what I tried, what product I used or what I did. I explained this to my hairstylist, and she said she would contact the company. The company refused to refund me even if I returned the product. They claimed they wanted to do testing on the hair first but there would be no guarantee that I would get my money back. I wasnt about to return roughly $1,100 in hair extensions to a company that wasnt going to refund me and then also not have a product in hand. I know that they would just scam me out of my refund if I returned the product claiming nothing was wrong with their product when in fact there most definitely is! I no longer use the product, but Im also out $1,100. All I wanted to do was return the hair extensions for my money and then purchase hair extensions somewhere else. This company is a total scam, and their product is complete c***

  Business response

  01/22/2024

  If we could get the name of the stylist that she went to, we could see if there is something we could do for this lady. We do have a warranty department and will happily work with her as long as it was withing our warranty period. Tell her to have the stylist call us to see if we are able to submit to warranty. We are not scammers. Not by any means. 

  Customer response

  01/23/2024

  My stylist did contact them. Her name is ******, and she works at Making Waves in *******. What is Dreamcatchers alleged warranty timeline?  It takes time to install hair and test it out, but Im not paying to send it back for Dreamcatchers to test it just to lie and scam me out of both the product and my $1,100!  Worst hair extensions ever and I plan to post about that on social media so others are informed unless they resolve this.

  Customer response

  01/24/2024

  I am rejecting this response because:   My stylist did contact them. Her name is ******, and she works at Making Waves in *******. What is Dreamcatchers alleged warranty timeline?  It takes time to install hair and test it out, but Im not paying to send it back for Dreamcatchers to test it just to lie and scam me out of both the product and my $1,100!  Worst hair extensions ever and I plan to post about that on social media so others are informed unless they resolve this.

  Business response

  01/25/2024

  We have been unable to locate a stylist named ****** in ******* or the salon that is listed on the receipt. I need the first and last name of the stylist in order to proceed. If this cannot be provided, I want this complaint dismissed. We are going above and beyond to research and resolve, but unless we get more information, there is nothing else we can do.  

  Customer response

  01/25/2024

  I am rejecting this response because:   
  

  They are lying 100%.  Her name is ****** at Making Waves in *******, **. There is only one salon named such in this town and only one ****** that works there. Ive been going to her for months and months now. They are lying. They need to actually make a solid effort or I will take this further!  Im done playing games with them. I will gladly post all of this on social media and file a formal complaint with the courts if they do not resolve this matter!

  Business response

  01/26/2024

  To Whom it may concern:

  We appreciate you bringing this complaint to our attention however we would like to clear this matter:

  Firstly, we would like to point out that DreamCatchers NEVER received any money directly from the complainant. We do not deal with the general consumer and exclusively wholesale our products to certified hairstylists, so in this regard her claim for $1,100 should not be directed at us but at her stylists (typically this order was at a cost of $400 from the stylists to us - i.e., we did not receive the additional $700 she is claiming).

  Secondly, as in any claim with regards to any product we reserve the right to be able to inspect the product to ensure that the complaint is firstly legitimate (in the hair extension world this consumer could be using and/or abusing the product in a number of different ways that could cause damage to the hair) so without affording us the opportunity to inspect and test the hair, she prevented us from being in a position to make a valued determination as to what was wrong, if anything, with the hair. If there had been a conclusive decision that there was an issue with the hair, we would have been more than happy to replace it, should it have been within our normal 60-day warranty period. 

  Thirdly, we have no idea as to how long she was in possession with this hair (in other words was the installation done weeks, months, or years prior to her encountering the problems she described in her complaint). As mentioned above we are fastidious about attending to any complaints with our hair and will immediately replace any legitimate complaints if we are allowed the opportunity to test the hair - which in this case we were refused. 

  Fourthly, we take pride in the quality of our products and have an extremely good reputation in the hair industry that we provide an elite product and if the complainant can provide us with our standard practices above and we determine that the hair was defective then we would be more than happy to replace the hair. However, she will need to do this through her certified hairstylist.

  In conclusion, we hope that this clarifies the matter and that you convey our responses directly to the concerned individual. 

  Customer response

  01/26/2024

  I am rejecting this response because:   
  

  This is laughable. I bought the hair extensions through the salon who purchases them through Dreamcatchers. That is the way business works in case they forgot. I attached a copy of my receipt for proof. I didnt ask or question the salon as to the breakdown of the price but rather trusted them as many customers do. Additionally, the salon owner did reach out to Dreamcatchers and had a discussion with them. Their ridiculous half assed resolution was to have ME pay to return them, pretend to test them (even though my stylist confirmed the problems) and then no guarantee of reimbursement, return, exchange or resolution whatsoever. Hardly a reputable company. They want to bilk me for more money than Im already out with these horrendous excuses for hair extensions. This company is a joke. They clearly do not care at all about their customers and present no real attempt at a considerable resolution. 

*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. ↩