ComplaintsforDHairBoutique

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have been reaching out to chair boutique for months regarding luxury hair extensions I purchased. Prior to purchasing I feel as if I was discriminated against. I placed an order through ****** on their website and they sent me an email requesting a picture of my drivers license. Once I received the product it was not what I ordered. I was scammed of the Cambodian flight wave. I spoke with management for months as they delayed a strait forward answer. I never got my product and was offered a discount towards my next purchase. I would either like the product or a full refund!

  Business response

  09/26/2024

  Customer: **** ******
  Order Number: **************
  Date of Purchase: February 2024
  Hello,
  We appreciate the opportunity to address this matter. After reviewing the details of the order and the communications with Ms. ******* wed like to provide the following information:
  Timeline of Events:
  The customer purchased hair in February 2024 and did not initiate any communication with us until July 26, 2024, well outside our 3-business-day exchange window.
  Our first response was sent promptly after receiving her email, requesting photos of the hair and the order number to better assess her concern. Unfortunately, no photos or order numbers were initially provided, making it difficult to fully investigate her issue.
  On August 21, 2024, we followed up to notify her that her request was beyond the exchange period as per our return policy, which is clearly stated on our website and was agreed to at the time of purchase. This policy states that all sales are final, with exchanges only possible within 3 business days of receiving the product, provided the hair is in its original state and packaging. Despite this, we offered Ms. ****** a discount code for future purchases and a complimentary revamp service to help resolve the matter.
  On September 2, 2024, the customer escalated the issue, expressing dissatisfaction with the product and filing a dispute with her bank. At no point during the communications did Ms. ****** return the product or provide photos as requested, which would have allowed us to properly assess and address her concerns.
  Company Policies:
  Dhair Boutiques return policy is displayed prominently on our website and must be acknowledged during the purchase process. As part of our policy:
  All sales are final, and no refunds are offered.
  Exchanges may only be requested within 3 business days of receiving the order.
  Hair must be in its original state and unaltered to qualify for an exchange.
  As Ms. ******* first contact with us was six months after her purchase, her request was outside the exchange period, and we were unable to process her exchange or return.
  Customer Service and Resolution Offered:
  Although the order was beyond our exchange timeframe, we attempted to offer Ms. ****** a resolution by providing a discount code for future purchases and a complimentary revamp service to address any concerns she had with the product.
  We value our customers and always aim to provide the highest quality products and service. Unfortunately, without receiving the product back or photos to assess the issue, we were unable to take further steps.
  We stand by our policies, which are designed to ensure fair and consistent treatment for all customers. We have made several efforts to resolve the situation in good faith, but we are unable to offer a refund in this case.
  Thank you for allowing us to clarify our position, and we sincerely apologize for any inconvenience this may have caused.
  
  
  Note: The customer never provided the requested photos and declined the option to return the product for assessment. Additionally, the hair was in her possession for six months before any issues were communicated.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a closure that I purchased that didn’t have the baby hair, and it was balding it was Horrible. The WORST part about my experience at Dhair is the Customer Service. The Lady hung Up the Phone In My Face, Very Rude and DISRESPECTFUL!! I have spent so many thousands$$$$ of Dollars. And to be treated like this. She offered me 15% off on a new one, I asked her would the closure come from the same Batch, she couldn’t answer. So I said the 15%off is like $10.00 I told her this is why Dhair will be closing down soon. You’re losing 1 customer at a time, with the Poor customer service. Horrible experience!! I made sure I Left a review on Google uploaded a picture of my receipt from ***** Extension $865.00 just to let them know you’re losing MONEY. In business you can’t treat people this way that’s supporting your business, especially when there is thousands of places to buy hair. I am Totally Done and all of my friends are done, that’s another 15 customers. Bye ???

  Business response

  07/03/2024

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to provide the best possible service and products.
  Upon reviewing your case, we have noted several important points that we would like to address:
  Installation and Alteration: It has come to our attention that the closure in question has been installed and altered. This significantly impacts our ability to assess the product's original condition and make a fair evaluation.
  Time Since Purchase: The purchase of the closure was made several months ago. As per our store policy, which is clearly stated both online and in-store, returns and exchanges must be initiated within 3 days of purchase. This policy ensures that we can maintain the highest standards of quality and customer satisfaction.
  Return for Inspection: When we offered you the opportunity to return the product for a possible exception to our policy, you refused. Without the ability to inspect the product, we are unable to consider any exceptions or provide further assistance regarding your complaint.
  We understand that this may not be the outcome you were hoping for, but our policies are in place to ensure fairness and consistency for all our customers. We appreciate your understanding in this matter.We appreciate the opportunity to address the complaint filed by ****** ******.
  We have attached a text message and supporting evidence demonstrating our attempts to resolve the issue with Ms. ******, who has a history of frequent complaints. Despite offering a generous 15% discount worth over $30, she responded dismissively, implying it was only worth $5. Contrary to her claim that she never complains, we have records of her complaints, including one from August last year, where she received a 25% discount after complaining about a closure.
  It has become apparent that Ms. ****** has developed a pattern of purchasing closures, using them, and then complaining to obtain discounts. In this case, we did not hang up on her, but prior to calling her back, she sent a racist text message calling our representative a "low class black," which we have also attached as evidence.
  Despite this, we remained professional and offered her the opportunity to return the closure for inspection. She refused, indicating her intention to keep the product without a valid complaint. Our policies, which are clearly explained both in-store and online, state that returns are not accepted after 3 days from purchase where this customer is well over 30 days .
  We are committed to providing excellent customer service but cannot allow dishonest and racist behavior to tarnish our reputation. We stand by our policies and the actions taken in this matter.
  Thank you for your understanding.

  Customer response

  07/03/2024

  I am rejecting this response because:   This company is A-Low Class Black Owned Business, and I Stand By That!! They Will Never Accept Responsibility, They are Never Accountable. They Are Full of Lies. She Failed to mention That I have spent Thousands of Dollars Trying to Support This Business. They are not credible At All. I have proof of every purchase. That’s why I was Floored when the Rude and very Nasty Manager starting being Disrespectful and talking to me in a condescending way. Also the reason why I purchased the Closure because they had a sale. I didn’t need to install because the closure I had in my head was still good. I Always buy hair and save it until I’m ready. Also, I asked the Rude Lady if I can send it in so that they can inspect it, she responded it really wouldn’t do any good. That’s when I Knew I was DONE doing Business with Dhair.  I told The Rude Disrespectful manager. Don’t worry about it I’m Done with the Company. So I went to another Company ***** Extension as Soon as I Hung with that Nasty Lady and purchased hair Spending Over $800.00 just want them know I wasn’t trying to get something for Nothing. Since the Rude Lady said I have a pattern of complaints. I also noticed Other Customers Complaining to BBB About Dhair, and the Rude Lady hanging Up the Phone in customers faces. 

  Business response

  07/03/2024

  For the safety of our staff and to avoid any hate crimes against us, we will not continue this with the customer. Being called "low class blacks as shown in the evidence, is something we take very serious. She has complained and used discount codes in the past. We gave multiple opportunities to return product , customer refused.

  Customer response

  07/04/2024

  I am rejecting this response because:   
  Dhair is Trash Business,  to USE The Race Card is Pathetic. I’m a Black Woman Trying to Support This Low Class Black Owned Business. Why You won’t Post all the THOUSANDS $$ or Dollars I Spent. STOP And Address The Disrespect and Rude Behavior, Hanging Up the Phone in My Face is Very Low Class Behavior. I’m Completely Done, I didn’t Need a Hand Out When I Called and I certainly don’t Need It Now. All I Want Is To Do is Expose this Place and Warn People. Before they spend their money. Any Business that have a Problem with a Customer for calling and Complaining about a Service or product is WRONG!! How someone in Business Don’t know this. The End !! 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought their Cambodian slight wave on march 21 , 2024 and I had it professionally installed by a licensed hairstylist. The hair actually burned during the blow drying process which on the companys website, it is stated as : 100% Unprocessed Human Hair, Free of Animal Hair, Synthetic fibers which is false. I emailed the company about this issue and no response. I called the hair company phone number and no voicemail was set up. So I had to go on their social media platform , Instagram. The hair company responded and apologized for the delay via email after my posted Instagram comment, can you believe that ?!?!? The company wanted videos and pictures of the damage hair which I did reply back with pictures and a video . No response after 2 to 3 weeks , so I had to email the company again for the response. I had to follow up which is terrible customer service. The company responded again and offered a small discount if I purchase hair from their company. Now why would I make another purchase from their hair company while the first issue was not corrected , please avoid this company at all cost. The company is advertising false claims about the extensions and not worth the price they are charging for. Please be aware , the company would take your money and ignore you which is poor business tactics.

  Business response

  05/21/2024

  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience or disappointment you have experienced with your recent order of our Cambodian Slight Wave hair extensions.
  We strive to provide high-quality products and excellent customer service, and it is disheartening to hear that we did not meet your expectations. After reviewing your complaint, we would like to address the issues and clarify our position.
  Product Quality:Our hair extensions are advertised as 100% unprocessed human hair, free of animal hair and synthetic fibers. The issue you encountered with the hair burning during the blow-drying process is not something we have previously encountered. And we believe this issue could've been avoided with proper, professional care. We take such claims seriously and are committed to investigating this matter thoroughly to ensure our product standards are met.
  Customer Service Response:We apologize for the delay in our initial response. We acknowledge that our communication could have been more prompt and efficient. Unfortunately, our response time was not up to our standard, and for that, we are truly sorry.
  Resolution Offered:Our company's policy states that all sales are final and exchanges are only possible within three business days of delivery, provided the hair is in its original state and packaging. Your request was well beyond the exchange period. While we could not offer a refund or replacement due to the hair being installed and used, we extended a discount code as a gesture of goodwill.
  We understand your frustration with the resolution offered and acknowledge that it did not meet your expectations. Our intention was to provide you with a gesture of goodwill despite our policy limitations.
  Company Policies:
  All sales are final. No refunds.
  Exchanges are allowed within three business days of delivery if the hair is in its original state and packaging.
  A $20 restocking fee applies to all exchanges.
  Your feedback is invaluable to us, and we are taking steps to improve our communication and customer service processes. We hope that you will give us another opportunity to serve you better in the future.
  If you have any further questions or concerns, please feel free to reach out to us directly.

  Customer response

  05/29/2024

  I am rejecting this response because:   
  

  
  I just contacted your company via phone (previous before , the line was busy for a week) as suggested and a picture is attached. I just got hanged up by your customer service for asking her name. I stated my name and  explaining my issue. Your customer service representative, responded in an aggressive tone ,  how can I help? I am literally stunned and quite disappointed about the treatment I am getting for the hair not being up to par. This is why I am responding and letting other people know this is unacceptable and unprofessional. 
  Your company is not doing me any favors for  giving me a discount for the next purchase. This issue with the Cambodian wavy has not even been rectified, so why would I purchase again with this terrible customer service.
  Like I said before , I go to a licensed professional and the owner. M&CO hair salon in ******, ************** 

  Thank you Better business bureau for letting paying professional consumers like us , express our concerns  of poor treatment with business companies. This situation is very unprofessional and no excuse for this behavior. 

  Business response

  05/29/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. We take customer feedback very seriously and are committed to addressing your issues comprehensively.
  We understand your frustration regarding the recent difficulties in contacting our customer service team. During the week you mentioned, our office was closed on Monday for Memorial Day and on Tuesday due to a tornado that caused local phone and power outages. Additionally, our customer service is closed on weekends. Our regular business hours are Monday to Friday, 10 AM to 6 PM CST. We regret any inconvenience this may have caused and assure you that outside of these exceptional circumstances, we are always available to answer your calls.
  Regarding your recent phone interaction, we are deeply concerned to hear about the experience you described. We pride ourselves on providing excellent customer service, and we do not tolerate unprofessional behavior from our representatives. We are currently investigating this incident and will take appropriate action to ensure it does not happen again. We apologize for any distress this may have caused.
  Addressing your initial complaint about the Cambodian Wavy hair, we understand that you are dissatisfied with the product quality. However, our return and exchange policy requires that issues be reported within 3 business days of receiving the product. In your case, the complaint was made almost 30 days after the order was placed, which is beyond our policy timeframe. Despite this, we reviewed the photos you provided and consulted with our in-house stylist. It appears that the issues may have resulted from blow drying at an extremely high temperature rather than a fault in the product itself.
  We recognize that this situation has been frustrating, and we want to ensure you feel heard and valued. While our standard policy does not allow for returns or exchanges after such a significant time lapse, we had initially offered a discount on your next purchase as a gesture of goodwill. We understand that this does not rectify your current issue, and we are open to continued communication to find a satisfactory resolution.
  Please feel free to contact us directly to discuss this matter further. We aim to provide a resolution that acknowledges your concerns and maintains our commitment to quality and customer satisfaction.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on October 9, 2023 at 8:08pm for 2 bundles of ********* slight wave hair for $360.00. I received a confirmation email that I would be notified once my order shipped. I've been ordering hair from dhair boutique for almost a decade so I didn't think anything of it when 5 days had past and I hadn't received any updates on the status of my package. On October 14, 2023 at 1:17pm I sent an email to ********************************** to follow up on the status on my order. To date I have not received a response. On October 21, 2023 I reached out via Instagram and ********* I didn't receive a response from Instagram but I did receive a response on ******** giving me instructions to submit inquiries on their website which I have done already on October 14, 2023. I sent a followup response on ******** but this time didn't receive a response. There is no other way to contact them. I read their shipping policy that packages could take up to 14 days to ship. It's been 14 days and nothing. I'm disappointed as I needed that hair for an event. I would like to have my product delivered a refund.

  Business response

  11/07/2023

  DHAIR Boutique deeply apologizes for the customers overall experience. We were in contact with the customer via phone about the status of the order. This order has been refunded prior to this complaint and the customer has been notified via email. Full refund was issued on Oct 24, 2023. Customer is welcomed to contact us as we would love to offer a token of apology for the inconvenience but the major issue (refund) has been taken care of more than 2 weeks prior to this complaint.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This morning 11/25/2022 at 4:49 am i made an online purchase with DHair Boutique. At 9 am one of the items that i purchased went on sale. I reached out to the company to request a cancellation so i can repurchase the items and more of a price adjustment they told me know. I have spent over 5k over the years with this particular business and referred over 100 people to them as well. I am baffled that they wouldn't allow me to cancelled the order especially because i SPECIFIED that i was going to not only repurchase those items but purchase MORE. I am a beautician and been in the business for 17 years so one can only imagine how much business i bring to DHair Boutique. To say NO to someone who's been loyal all these years or anyone for that matter on a $45 dollars price adjustment is beyond me. I am big on principle and it is sad that this business would compromise a relationship over 45 bucks when i was going to make them more money. That type of treatment the reason why it is extremely hard to support black businesses. Reputation goes a long way. DHair you gotta do BETTER!!!!!! Order #******

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a product for d hair boutique and was sent the incorrect item , i contacted them for months regarding a refund and or exchange and never got a resolution, was even willing to send a family member who stays in the city to address the problem.Dhair boutique ignored every avenue in which i reached out to them in regarding to refunding me even when i stated i can overnight the incorrect product back i would never do business with her again truly unprofessional

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I order 3 bundles of the same hair from DHairBoutique. I received 3 different types of bundles. Different wave patterns and different colors. I did not realize the bundles did not blend at all until I was sitting in the stylist chair and she made me aware of the situation. I had a very important event to attend that evening, so she installed the hair in my head. The bundles did not blend in well at all but my stylist tried her best. I was unware that I could not return the hair. Of course they said everything was posted on their website. However, I have been a loyal customer for over 4 years. I have spent thousands of dollars with them. This order was $450 plus. They are not trying to compensate me for anything. If you look at the 3 bundles of hair, why would you even package the bundles together knowingly they did not blend from the start. That is just very POOR customer service on their part. After making several phone calls they are still unwilling to do anything about it. This is just very hurtful and sad. Our Black people are always saying support the Black Business. Why? when all Black businesses try to do is screw us over as well. D'Andrea H***** could have at least issued a 10% discount on next purchase, or refund half, or shipping and handling fee... something. All she was able to say there was nothing she can do about it. DO NOT SUPPORT DHAIR BOUTIQUE

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place stated that they sell raw hair , that is manageable. The hair sold to me is shedding horribly and matting . They are not selling the hair they are advertising. They lied blatantly on their website. They falsify reviews and delete comments that have bad reviews. They stated that customer service would contact me and they did not .

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/10/30) */ Upon check all call logs and email inquiries there has been no official complaint provided by the customer in reference. There have been 3 purchases made 5/27/2021, 4/6/2022, and 10/17/2022. Per the return policy which is listed on the website at the time of purchase. RETURN POLICY All sales are final and no exchanges or refunds due to Covid Health Concerns. Allow 3 to 5 days to process and ship your order. All Orders will require a signature for delivery. No Exceptions We do however do everything in our power to make customer service a priority and ask that customers notify us within 3-5 business days of any issues via the customer service email, ********************************** . As of Date we have yet to receive a written complaint to customer service.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The business refuse to allow me to pick up my package when ups didn't deliver my package. They are trying to charge me an additional fee to reship my package instead of allowing me to pick it up. The discrepancy was not on my end and I should not be penalized.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered three bundles of raw 20-inch ************** wefted hair on 12/15/2021 **************. I received these bundles on 12/28/2021. I opened them on 12/29/2021 to find that one of the bundles was significantly different in color and the ends felt dry and tangled. I contacted the company through their email form on their website on 12/29/2021. I never received a response. I had to resort to coloring the discolored bundle to match the other two bundles. I decided to use an ammonia-free option to keep from damaging the hair. However, the hair has shown not to hold up and that it was previously colored, which should not have been the case as it was advertised as RAW hair. It is already dry and tangling even after deep conditioning. It is ruined and it ruined my entire extension install as well. I would like a refund for the hair. I have bought a lot of hair from Dhairboutique over the years without a problem, and this problem, such a basic one to solve, absolutely disappoints me. From the lack of customer service to address the issue to the lack of oversight in sending a discolored and mismatched product to a customer, it's just bad business. Shame on your business for treating me, a long time customer who has spent thousands on your products, this way. The least you could have done was respond in a timely manner, and youn ignored the issue.

*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. ↩