ComplaintsforShopHairWigs

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed on order on Oct 19 for two wigs with standard shipping. The delivery was set to be between 4-6 days after purchase per the checkout information. I have waited for 6 days for an update from them and I havent gotten a follow up email about mailing or if there is any delays. I emailed them yesterday and they havent gotten back to me yet, their customer service number provided hangs up on you. I purchased from them because of the delivery timeline promised but they are uncommunicative and have not fulfilled the services advertised in the timeline provided.

  Business response

  10/28/2024

  Hello, 

   

  We apologize for any confusion. It appears that you selected non same day items therefore per the policy processing to order is additional time. Your order is currently out for delivery as of today.

   

  Approximately for in transit and processing it took 7 working days which is sooner the estimated provided in the website. 

   

  Tracking Number:
  9434611206205440944709
  Copy Add to Informed Delivery
  Expected Delivery on
  Monday28 October2024by
  7:50pm 
  Your item arrived at the hub at 8:42 am on October 27, 2024 in *******, ** 85020.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Delivered 
  Out for Delivery 
  Preparing for Delivery
  Arrived at Hub
  *******, AZ 85020 
  October 27, 2024, 8:42 am

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Doesnt matter if you pay extra for priority shipping you will get it shipped when they feel like shipping it. I paid extra because I needed it quickly. Not just because I like to spend money. But for some reason this company ships their orders on their own time. I'm not sure if the item was out of stock, it didn't say that on the website, like other companies. If they would tell you before hand a item is out of stock or discontinued, I wouldn't have paid extra for it to be sent to me. No one would knowingly pay extra for a item that their not going to get for a long time, that would be silly. I have also, emailed them about this issue, I've heard nothing. Why do I need to email you and say "I need this item fast",when I paided for the faster shipping. Paying for the faster shipping tells you I need it faster. Unfortunately, they will just wait until its in stock/they get ready to ship it. Which can take a long time.Never ordering from them again. Even if the item I want is only on their website.

  Business response

  10/18/2024

  Hello, 

   

  We do apologize for any misunderstanding. I will post our policy for review to clear up any confusion.

   

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

   

  We ship out over 80% of our orders within a 24 business hour time frame.
  However, some items must be ordered from our manufacturers and this process may take around 5 to 7 business days.
  Regular *** Ground and **** Priority Mail orders will not be notified if the items will be delayed in less than 7 business days.

  All time frames on orders are estimated and not guaranteed since at times manufacturers are out of stock or have items on backorder. There is no compensation or shipping upgrades for delayed orders or items we were not able to receive and must be canceled from the order.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 28th, 2024, I ordered four wigs from this company. The package was delivered on July 2nd but was returned by **** due to an unknown address. Having ordered from this company many times, I wrote them on 7/2 that the package was returned for lack of apt number and was en route back to them. My order number **********, is recognized in its tracking to be on its way back to their company. I have written them three times and they are refusing to send a duplicate order (Which is the original desired outcome) with the address correction. They are also refusing to return my money until the package is in their warehouse, even though they can see the package is en route to them. It was never delivered to me. Its now three weeks later and theyre still holding my money. I feel the company is discourteous and unappreciative of the business offered to them. Please address concerns about my refund of $103.95. Thank you

  Business response

  07/15/2024

  Hello there,

   

  Our protocol is to refund once the returned item has been delivered to our facility. It does appear that the order has been delivered today. Our returns team will now be able to start the refund process. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Doesnt matter if you pay extra for priority shipping you will get it shipped when they feel like shipping it. I paid extra because I NEEDED IT ASAP. Not just for the fun of it. Never had this issue with other companies such as hairsofly, wig types or samsbeauty. But for some reason this company and their sister company, ebonyline, ships their orders on their own time. Or the item will be out of stock, but they wont tell you. They will just wait until its in stock and then ship it. Which can take a long timeNever ordering from them AGAIN. Even if the item I want is only on their website.

  Business response

  06/04/2024

  Hello,

  Our shipping policy does state the following:

  We ship out over 80% of our orders within a 24-business hour time frame.
  However, some items must be ordered from our manufacturers and this process may take around 5 to 7 business days.
  Regular *** ground and **** orders will not be notified if the items will be delayed less than 7 business days.

  Customers are always welcome to go on our live chat or email us in order to find out about the stock availability. 

  Additionally, your order has already been canceled and refunded. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I brought a wig and I got the wrong color. The transaction was 5/08/ 2024. The order # is *********. The amount was $26.97. The company is Shophairwigs. I emailed them 3 times and called them. I dod not get a response. On the third day, I had to email another company, ebonyline to tell them what happened. I did not get a return label. I want my money back. Thank you!

  Business response

  07/08/2024

  
  The Invoice indicates the original order on the top and the item was scanned correctly on the bottom of the Invoice in Color 4 as requested from customer. Customer returned due to her not being satisfied with the color. A refund was issued on 05/30/2024. 
  
  We do apologize for any confusion caused.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ORDERED MERCHANDISE FOR $100 ON JAN 16, ****. THE SHIPMENT ARRIVED JAN 26, ****. THE **** WERE GARBAGE AND THE **** SHOULD BE SHUT DOWN FOR FALSE ADVERTISEMENT. I HAVE SENT NUMEROUS EMAILS TO NO AVAIL. THEY TOLD ME THEY COULD ONLY REIMBURSE 3 ITEMS PER SHIPMENT WHEN I ORDERED 7. THE ONLY REASON WHY I WENT ON THE **** WAS BECAUSE THERE WAS ONE I REALLY WANTED. HOWEVER, THEY HAVE BEEN SOLD OUT OF PRODUCT THE LAST TIME I ORDERED IT LAST YEAR AND SENT ANOTHER ITEM WITHOUT MY AUTHORIZATION IN PLACE OF IT. THEY SENT ME WHAT THEY HAD IN STOCK FOR THE 5 ITEMS AND APOLOGIZED THAT THE MAIN TWO THAT I WANTED WAS NOT IN STOCK. THEY DID NOT MAKE ME AWARE OF THIS BUT LIED AND STATED THEY SENT AN EMAIL. I NEVER RECEIVED IT. WHEREAS, THEY TOLD ME THEY WOULD REFUND ME IN FULL BUT I WOULD NOW HAVE TO PAY A RESTOCKING FEE. I ASKED FOR THE MANAGER FOR AN INTEGRAL OUTCOME, TO NO AVAIL. I AM STILL AWAITING RESPONSE. I DON'T WANT TO BE THE ONE LEFT HOLDING THIS GARBAGE BAG AGAIN.

  Business response

  01/30/2024

  Hello. 

   

  We are sorry to hear you are not satisfied with the items. We do have a 7 day return policy where you can return items in brand new original condition within 7 days from the day of delivery. Please see our policy below.

   

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

   

  Return/Refund Policy
  We want you to be satisfied with your purchase and your experience with us. Due to the sensitive nature of our products, we honor 7 days return policy for all non-used, non-altered products except items that are specified as a FINAL SALE.

   

  Refunds
  Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  Returns are subject to restocking fees of 20% of the purchase price.
  Promotional free items of the product being returned must also be sent back; otherwise, the retail value will be charged.
  Discounts from promotions and the carriers shipping cost will be deducted from the returned item(s). If you return any items from an order that received FREE SHIPPING, FLAT RATE SHIPPING the carrier cost that shophairwigs.com covered will be reversed and deducted from your return.
  The refund value for returned items purchased using any type of promotion item(s), discount code, or coupon will be reduced to reflect the value of any free gift, discount, or promotion that was used for the original purchase.
  Non-Returnable Items
  FINAL SALE items
  Any product that exhibits physical damage, any hair that is burned or missing hairpieces, and any hair that is missing the outside package.

   

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased curly hair number#** on Saturday and never received a the product. I used cash app and asked for a refund $14.98. I am providing a screen shot of my order. I never received an email or confirmation number for the order. They stolen my money and will not return it. Do not purchase from this company.

  Business response

  11/16/2023

  Hello, 

  Thank you for reaching out. We will gladly review this order however we are not able to locate without the order number. The screenshot of your transaction is not enough details. 

  We did do a email search and found no orders under this email address provided. Please let us know what email address you have used for this order as well as the order number. 

  Customer response

  11/16/2023

   
  Complaint: 20878546
  
  I am rejecting this response because: reported it to my cash app account as fraud.
  
  Sincerely,
  
  ***************************

  Business response

  11/16/2023

  Are you saying someone placed the order on your behalf ? If so please reach out to Cash App directly for an investigation. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I place a order with this business, when I recived the items, they were cheap and the material was horrible on my skin , I began to get skin irritation and my eyes started watering and I started sneezing, I contacted the company and explained my condition and told them that I never had a reaction to synthetic hair, they told me they will not return and would give me 10% on a future order, I complained then they told me I could return the items didnt say they would refund my credit card, but told me I would have seven days for them to receive the items or it would not be accepted, the box is dated 10/ 10/ 23, I recived them on the 14th, which was a Saturday, and they are open m-f , I received a reply on the 16th, it seems like they're trying to set me up so they dont have to give me a refund. I will return them immediately, I just want my refund without any issues.

  Business response

  10/17/2023

  We are sorry to hear the unit you purchased did not workout for you. Unfortunately allergic reactions to the material of the items is out of our control. There is many customers 

  that have allergies to synthetic fibers which is why they only purchase 100% Human Hair Wigs. You were offered 10% discount  since you already worn the item, per the return policy 

  items that have been used or worn, tried on etc are not returnable however to help out you were offered a discount. 

   

  We do apologize for any misunderstanding. 

  Customer response

  10/17/2023

   
  Complaint: 20737999
  
  I am rejecting this response because:
  I was informed that I could return the wigs in seven days,which is not enough time to return these items,  I want a extension of time to get the unopened products back to them, and I also have to pay for shipping and handling out of pocket. I didn't receive them until the 10/ 14/23. And they still have yet to refund me for products that were never shipped  three weeks ago.
  Sincerely. Something is very wrong with this company. 
  
  ***************************

  Business response

  10/18/2023

  Unfortunately the item does not qualify for a return not due to the time frame this is due to the fact that it was worn or tried on. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *************************** <*************************************>10:31?AM (6 minutes ago)to complaints I paid extra for the *** 2-day ground shipment. I never received a tracking number, no correspondence, the telephone never answered, and live chat only asks how to help but never answers your questions. I am reporting you to the Better Business Bureau and the Attorney General **************************** This is horrible, everyone is struggling financially and we find scam sites that steal money from the purchase and never send a product.Shophairwigs is a sister company for Ebonyline so I am posting my replies regarding both online hair stores - Order # *********

  Business response

  10/11/2023

  Hello, 

   

  We provided details in regards to your order and due to no response we did process a cancellation that you are able to verify with PayPal . The order was not shipped and a cancelation was processed.  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shouldve listened to the reviews on this company. I tried to give them a chance but it just failed. I never got my package and they company told me to wait a week. I waited a week and now Im told they cant file my claim and that they are not responsible when their terms clearly state that they will file claims if the package is missing. Ebonyline is apart of this scam so I recommend not shop with them either. Close to $100 down the drain. Plus I paid for my package to be shipped with ***** and ended up shipping with someone else. I dont recommend this business at all.

  Business response

  08/28/2023

  Hello, 

   

  We do apologize for any misunderstanding. Our policy is very clear on the shipping, when you select Economy we will select either carrier that we work with such as **** , ***** or *** and that 

  is determined by the system. The carrier that delivers your mail daily has confirmed that this was delivered along with mail on 08/17 and they have provided all the delivery details . After the order has been 

  delivered we are not liable, order is considered fulfilled once the order has been marked shipped and marked delivered by the carrier. Keep in mind carriers are no required to *********** or doorbells nor are 

  they required to hand over to you directly unless you indicated you would like to add signature. 

   

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

   

  Tracking Number:
  9434616902345363508038
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered at the front door or porch at 12:36 pm on August 17, 2023 in *******, ** 30228.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Delivered
  Delivered, Front Door/Porch
  *******, ** 30228 
  August 17, 2023, 12:36 pm

   

   

  Customer response

  08/30/2023

   
  Complaint: 20520505
  
  I am rejecting this response because: its unacceptable and they are not following their policy. i wasted money i couldve spent at the hairstore. never again.
  
  Sincerely,
  
  Amari N

  Business response

  08/30/2023

  Our policy is very clear once again, time frames are estimated NOT guaranteed. The package is currently in transit to you and you must allow time for delivery.

  Customer response

  08/30/2023

   
  Complaint: 20520505
  
  I am rejecting this response because:
  
  Sincerely,
  
  Amari N

  Customer response

  08/30/2023

   
  Complaint: 20520505
  
  I am rejecting this response because:
  
  Sincerely,
  
  Amari N

  Customer response

  08/30/2023

   
  Complaint: 20520505
  
  I am rejecting this response because:
  
  Sincerely,
  
  Amari N

  Customer response

  08/30/2023

   
  Complaint: 20520505
  
  I am rejecting this response because:
  
  Sincerely,
  
  Amari N

*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. ↩