Complaints

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:03/21/2025

  Type:Delivery 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 ordered a 93 wig on march ******************************************************************************************************************** mail box I ask for a refund no response and cant talk to no one only by email now they not responding at all

  Business Response

  Date: 03/25/2025

  We sincerely regret any inconvenience and confusion caused. We have been unable to locate an order matching your description within our systems. Furthermore, our records indicate no account associated with the provided name and email address at either Wigs.com or Wigoutlet. It is advisable to confirm the originating retailer of your purchase. We extend our best wishes for the prompt resolution of your issue.

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  Ordered wig from ******* on Feb, 7'. Wig was too small and poor quality so I wanted to return.Had to call for return permission and instructions. Was informed it was final sale. Did nt see one and no indication on receipt. Cost of wig was $34.95 plus shipping plus tax of $3.71.

  Business Response

  Date: 02/18/2025

  Hi ******,

  
  Were sorry to hear that the Frolic wig didnt fit. Unfortunately, were unable to accept a return for this item, as it was marked as Final Sale at the time of purchase. We make sure to note this clearly in red at the top of the product page to help our customers make informed decisions.

  Warm regards

  
  

• Initial Complaint

  Date:02/10/2025

  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 ordered a top-quality human hair wig from this company. What I received is a very low quality wig with extremely damaged hair that is irreparable. The company said I will not receive a refund because I used a brand of shampoo/conditioner that they do not sell (but it IS specially formulated for human hair wigs).

  Business Response

  Date: 02/10/2025

  Hi ****,
  We apologize that were unable to accept the item back for a refund. Since the wig was washed, it no longer meets the requirements of our return policy, which specifies that items must be in their original condition.
  Based on the information and photos you provided, the wig simply needs to be styled with a round brush and either a flat iron or curling iron to restore its look. We recommend using a heat protectant specifically designed for human hair wigs to protect the fibers when applying heat.
  Weve also emailed you detailed instructions on how to properly wash and dry a human hair wig to help maintain its quality. 

  Best regards

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  Received order in late Dec or early Jan. I notified them many times for the return address and they tell me , they are very busy and it will take longer?? I just need the Address. Now Ive checked again and the support@Thathair. Doesnt exist?? Ive paid $65.99 for the item and it doesnt work for me, Ive never used it. Its still sitting in the packaging. Why cant I get ahold of them.??

  Business Response

  Date: 01/28/2025

  Hi,

   

  We are very sorry about your experience with trying to return however you didn't order from our company www.wigs.com. The order number you referenced is not one of our order numbers as well as we didn't locate any orders or an account for you.

  We recommend looking into what company you were charged by. 

   

  We wish you the best of luck!

  Customer Answer

  Date: 02/01/2025

  I am rejecting this response because:   The numbers I sent them are all I have. So I dont have an Order number. It could be an item number?? I can send a picture of the mailing label, if it is on there??                    I have just included pictures of the mailing label and the items. Hopefully this will help.

  Business Response

  Date: 02/03/2025

  Hi,

  Yes, please provide a picture of the mailing label or let us know what it has on it.

• Initial Complaint

  Date:10/17/2024

  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 two wigs along with some wig styling products from Wigs.com on 9.22.24 in the amount of $543.93. I kept the styling products and one of the wigs, but I returned the other onean expensive ****** ***** Elite wigwithin their 30-day return window because it didnt look anything like the picture on their website. Frankly, it looked like I had a mop on my head. It was ridiculous.Because the wig was so awful, I only tried it on for about 10 minutes. Once I decided to keep the other wig, I returned the ****** ***** wig. I then received an email from them saying that they would not accept the return and were sending the wig back to me because they claimed I damaged it. They also included several pictures of the so-called damage. I could not tell what was damaged by the photos and asked them to point out where the damage was. They simply replied that the lace is frayed and torn in several ********** could I possibly damage it in 10 minutes? If the wig is so fragile that it cannot withstand someone trying it on, then there is something wrong with it. At the very least, customers should be notified that the wig is extremely fragile. They also stated that "the packaging of the wig for its return was not appropriate, resulting in disheveled hair and booby pins being inserted through the wefts." I packed it back in the box as I had received it. It arrived in the box inside out (the other wig I got was not packaged like this), so that's how I packaged it back up. I couldn't remember what to do with the ***** pins, so I put it together as best I could. They claim they shipped it new from the manufacturer. But if true, then the product I received was clearly a manufacturer defect. The business has not resolved the problem and was extremely. I now see from the other complaints and reviews that this is a common practice for them. They say they will accept returns for items in new condition with the tags on and such, but then they claim that it was damaged.

  Business Response

  Date: 10/21/2024

  Hi,
  We apologize that we couldn't accept the return of the Trend Setter Elite wig because the lace was damaged. When trying a wig on, it is important not to adjust or pull from that lace front area, as this damages it. We returned the item to you. 
  

  Warm regards
  

  
  

• Initial Complaint

  Date:08/08/2024

  Type:Product 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 ordered several wigs, kept 3 and returned the rest using their prepaid label. It was delivered and signed for July 24 per the tracking. Per their policy a refund would be issued 3-5 business days. Ive emailed on The 1st, 5th and 8th. No response, no refund. I want the $2,000 refund Im entitled to.

  Business Response

  Date: 08/08/2024

  Hi,

  We sincerely apologize for the delay of your refund there was an error in our returns system. We processed your refund today.

  We appreciate your patience and understanding.

  Customer Answer

  Date: 08/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/06/2024

  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.

  Placed an order based on the advertised return specifications. 30 day money back guarentee, no restocking fee, speedy refund & a "prepaid mailing label". I attempted to return two items & was going to be charged $10.95 for a preprinted label so, I selected the option to generate it myself thinking I would just need to print it out. The next step says that "I" have to purchase a mailing label. I called customer service & was told they are unable to change this &, she then went on to explain that the $10.95 would have just been deducted from my refund so...that option too would be my responsibility to pay for. This is false advertisement. It's NOT a prepaid mailing label, "I" would be charged the $10.95 regardless of which ootion that I selected & since it would be deducted from my refund. From a consumer standpoint, prepaid mailing label means the company pays for the return shipping. & This is not fair, as I wouldn't have placed the order in the first place if the information hadn't been listed the way it is on the company's web site. This is the first time ever ordering a wig & that's why I read the return policy BEFORE placing the order. I'm returning because the product is not as described & doesn't look like the pictures shown on the web site. Requesting FULL refund, including return shipping as indicated on web site.

  Business Response

  Date: 08/07/2024

  Hi *****,

  We apologize for any confusion or misunderstanding with our return process. We give you the option to self return (you would pay the carrier at the time you ship) or to use our pre paid label and we clearly state: "Please note, a return shipping charge of $10.95 will be deducted from your refund when using the prepaid label." on the return page. Once you select a return option there isn't a way for our representatives to change the option selected.

  We haven't received the item(s) back for refund but once we do we will be happy to refund you.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:  As I shared when I called customer service, the options for return do not show up UNTIL you initiate a return. The screen shot that I sent is what is posted on the web site for potential customers AND is misleading because it SPECIFICALLY says "prepaid mailing label". The company does NOT provide a prepaid mailing label, because customers are expected to pay return shipping w/either option that is available when return is initiated!!!!! If customers are expected to pay return shipping, it SHOULD be stated aa such. i.e. return shipping is deducted from.return OR, at the least "return shipping is responsibility of customer. I will be posting a very negative review to share my experience, as a warning to customers considering placing an order. It's a dishonest practice & it's highly frustrating & disappointing that, as a customer I am NOT able to believe information that is posted & pay the price financially.  Response is UNACCEPTABLE!!!!

  Business Response

  Date: 08/08/2024

  Again, we apologize for the misunderstanding with our returns page. We attached a screen shot showing the full returns page which shows that we state: "*Please note, a return shipping charge of $10.95 will be deducted from your refund when using the prepaid label."

  Please return the item (s) and we are happy to refund you.

• Initial Complaint

  Date:07/31/2024

  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.

  On July 1, 2024 I placed order #****** in the amount of $655.54 for 2 of the same wigs in different colors due to hair loss from cancer treatment. I immediately sent back one that wasnt a good color for me. The second wig was a better fit. When I went to wear the wig the first and only time I realized that it was extremely knotty when I put it on. I did spray a little detangler on it to see if it would help but it didnt. When I ran my fingers through it the hair came out. I then took it off and never wore it again and shipped it back for a refund. Today I received an email saying that they will not refund the wig because the smell is off. I feel that the quality of this wig does not justify $416 (original price). I only tried it on once, sent it back as soon as I knew it wasnt going to work. I would like to request a refund for what I paid for the wig.

  Business Response

  Date: 07/31/2024

  Hi,
  We understand that you may be frustrated, and we regret to inform you that we are unable to accept the return of the Wavy Day wig. As per our return policy, items that are returned must be in their original condition. Unfortunately, the product you placed in the item makes it unacceptable for return. We are returning the item to you as we don't want to keep something you have paid for. You will receive an email with the tracking information within the next 24 hours.
  
  

   

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising 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 ordered 3 wigs based on their hassle free return claim which included a prepaid shipping label of *****. Didnt like any of them and went to try to return only to be told I selected self shipping (which I did not, their website error out on step 3) and that there is nothing they can do once I selected the self return option. So if I want to return it I now have to pay $35 plus insurance to get it back via ***** *** sent numerous emails to try to talk to them about having them cancel the return etc, same generic response. *** spent tge past two days calling their 1800# number to be told wait time greater than 10 minutes and hung up on when I try to wait more than 5 minutes.I have to have the items returned by June 1st so I cant keep playing this game over. This is the furthest thing from a simple return with friendly customer service (customer support is non existent). I ordered it to try on because if I didnt like it Id only be out $*****, not $35+. The fact they say they cant/wont do anything to help is infuriating.

  Business Response

  Date: 05/13/2024

  Hi,

  We apologize for any confusion regarding the return process for the three wigs from order W2-973411. Our website and return process indicate that for returns outside the continental U.S., customers must generate their own shipping label. This requirement is stated and must be agreed to by clicking a box during the return process. We only provide return shipping labels for orders within the continental U.S., which is why it was not an option for your order in *******
  You are welcome to return the items using any carrier of your choice, as we do not restrict the method of return. Once we receive the items, we will gladly issue a refund for them.
  

  We hope this explanation clarifies the situation.
  

• Initial Complaint

  Date:04/17/2024

  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 wig name of the wig is Bliss order ****** on March 24, 2024. I have work the wig to work Monday-Friday since I received it. I have followed all directions in ,wearing, washing and storing. I have not trimmed the lace front or any of the hair. In the past 2 weeks it's of hair has fallen out at the knot. I own 7 other wigs, 1 real hair the others synthetic. Purchased the proper shampoo and followed the directions included in the packaging. ( I already knew what to do from prior experience) I believe there is a manufacturing issue with this wig. I have pictures of the fallen out hair that I provided to the company. They have refused to replace the wig but offer a discount to buy another one. I paid $267.06 which included shipping. I am not new to wearing a lace front wig, this should not be happening. It isn't the normal shed of a wig. These are literally falling out of the wig. They told me since I wore it there was nothing they could do. But you buy a wig to wear, not sit on a shelf. I have stage 4 cancer and don't appreciate this hastle. They say they stand by their products but they obviously don't. All I want is the same wig without the hair falling out in clumps.

  Business Response

  Date: 04/19/2024

  We regret to inform you that we cannot offer a replacement or refund for the Bliss wig at this time. Typically, any defects in a wig are discovered upon initial receipt, before it is worn or used. As you have worn the wig for a period of time, we do not consider the issues raised to be defects.
  While some shedding is normal, the extent shown in your provided pictures, with knots still intact, exceeds typical expectations. Additionally, the lace was not observed to be frayed or damaged upon initial receipt; this issue was only noticed after wearing the wig for some time.
  

  We would appreciate the opportunity to assist you in ensuring proper sizing, fitting, and care procedures to prevent such issues in the future. This may include reviewing the process of measuring your head, proper application of the wig, and maintenance practices.

  Sincerely,

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

  Wigs.com

  Customer Answer

  Date: 04/19/2024

  I am rejecting this response because:   I have only had this wig 2 weeks when this happened.  I have other wigs with the same lace front and this has never happened. As they can see from my post this wig fit well and I did nothing in the 2 weeks for this to happen. It had been 2 weeks.  If this happened 6 months in I wouldn't complain.  But I just got it. They do not stand behind their products as they state on their website. The only fair response would be to replace the wig and send it back to the manufacturer, or fix it no charge. I am not new to wearing a wig. I have stage 4 cancer and have worn a wig for a few years.