ComplaintsforThe House of Bundles

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  the entire business is BAD. Log-in never works when the account is active and they should not want people to keep re-applying for a wholesale account every year and raise the price w/out delivery. None of the links provided worked. Just an all-around bad business. Their chat agents are all lackluster with rude tones. The customer service is not serving. Based on the previous complaints they are just taking money doing the bare. Rather work internationally.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered from this business for Black Friday and they never sent the hair extensions, they are ******** and never replied when contacting them. All their google reviews say it’s a ****

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase from this business in early December 2023 for $171.00. I've contacted the business via email and through direct message on Instagram. There has not been a response. I haven't received my hair and this company is clearly a scam.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ORDER #2**** **** tracking number: 9481****************** Order date: 04/16/2023 Paid amount: $464.86 Since placing and paying for my order over 8 mo ths ago, House of Bundles has not even delivered my product to ****, as seen from the tracking information included above. I have reached out to House of Bundles over 5 times via email, 3 times over chat, and have placed numerous unanswered phone calls to the phone number listed online for the company. I have received a short response back twice, with no resolution. All I am asking for is my money back.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a frontal from this company and paid in full on October 14 of this year. I have not received the product and so called numerous times and emailed at least twice. I have received no response. At this point, I just want to cancel the order and get my money back.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a wholesale account for my daughter in law. And with her wholesale account she ordered hair extensions for her hair clients. We paid for express shipping. And after not receiving the order within the timeframe , we contacted the house of bundles via email. They informed us that these were custom orders , which we understood and that the orders would take 7-15 days to complete. It has now been well over a month (orders were placed September 8, 2023) and the company has completely stopped responding to emails and chats. They never answer the phone. My daughter in law has had to refund her clients a total of almost $800 because of this situation. We are very disappointed. And reading the reviews , several customers have experienced these same issues.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  NEVER RECEIVED $700 order!!!! It’s been TWO MONTHSSSSS. Order #***** ordered on 8/23/23. Can I please get a refund if I’m never going to receive the wig?

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Sept 7, 2023, I ordered $287.00 worth of products from the (HOB) House of Bundles (Order ****). The order included six bundles of hair. I have sent The House of Bundles 5 emails/messages requesting an update on the order and when there was no response from the company, I requested a full refund. I viewed the order again today and it still shows awaiting fulfillment. Here is part of the email I have sent “I wanted to bring to your attention that I placed Order **** on September 7th, 2023, for $287.00 through thobportal.com but unfortunately, I still haven't received the package. I paid $20.00 for drop shipping which promised delivery within 2-4 business days, however, it's now 11+ business days and the site still says, "awaiting fulfillment". I've already sent several messages requesting an update with tracking information but haven't received any response yet. This is my last attempt for trying to resolve this matter in an amicable manner. “ Furthermore, I paid $1000.00 to the House of Bundles to be a Deluxe wholesaler which included: This wholesale account included • Sample Kit or Hair Sample - did not receive • Basic Logo • Essential Website • Drop Shipping • Personal Business Coach - did not receive • No Minimum Order Requirement • Access To Hair At Wholesale Prices Order **** was placed to showcase the hair at an upcoming vendor event on September 23, 2003, which I missed because the order was not shipped and still has not arrived and I have not received a response from the company. I am also paying a $39.00 monthly website fee for the essential website I can not use because orders may not be fulfilled. I am requesting a refund of $1287.00. I email the company on 9/18/23, 9/25/23, 9/22/23, 9/29/23

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased two bundles of 24 inch hair with express shipping. This is my third order from this company and each time there was a shipping issue. They take longer than the time they say on their website. My third order and my last order I thought maybe if I order express shipping I won’t have a problem. I was wrong. The order never even shipped. I wrote numerous customer service emails and got no response. Contacted through email and social media. It’s been two weeks and no shipment/ no tracking number no response and the money was debited out of my account. I ended up having to contact my bank to make a claim. I will never use this company again.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I never received my order. It’s been over a month since I ordered bundles from this establishment and I never received updates about shipment. I paid an express shipping fee so I could get the product in 3-5 business days but the product was never shipped. I contacted customer service 25 times and it goes straight to voicemail. I also emailed customer support numerous times and I never received a response back, even though they sent me an automated email saying I would get a response back in 24-48 hours. I spent over $700 and I never receive my product. I bought 3 bundles of hair and a lace closure.

  Bureau response

  08/31/2023

  Xavier *******
  The House of Bundles 
  *** * ***** ** *** *** ********* ** *****  
  
  Dear Xavier *******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/30/2023 and was assigned an ID of *********   
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Kaela *******

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: ***********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Refund Or Exchange Issues 

   

  Customer’s Statement of the Problem:
  
  I never received my order. It’s been over a month since I ordered bundles from this establishment and I never received updates about shipment. I paid an express shipping fee so I could get the product in 3-5 business days but the product was never shipped. I contacted customer service 25 times and it goes straight to voicemail. I also emailed customer support numerous times and I never received a response back, even though they sent me an automated email saying I would get a response back in 24-48 hours. I spent over $700 and I never receive my product. I bought 3 bundles of hair and a lace closure.
  
  
  
  
  
  Desired Settlement:
  Refund
  
   

  Bureau response

  08/31/2023

  Kaela *******
  
  * *** *****
  
  
  Dear Kaela *******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/30/2023 against The House of Bundles.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  09/07/2023

  Xavier *******
  The House of Bundles 

  *** * ***** ** *** *** ********** ** *****
  
  Dear Xavier *******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/30/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Kaela *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Kaela *******
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  I never received my order. It’s been over a month since I ordered bundles from this establishment and I never received updates about shipment. I paid an express shipping fee so I could get the product in 3-5 business days but the product was never shipped. I contacted customer service 25 times and it goes straight to voicemail. I also emailed customer support numerous times and I never received a response back, even though they sent me an automated email saying I would get a response back in 24-48 hours. I spent over $700 and I never receive my product. I bought 3 bundles of hair and a lace closure.

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  09/28/2023

  Xavier *******
  The House of Bundles 

  *** * ***** ** *** *** ********* ** *****
  
  
  Dear Xavier *******:
  
  This message is in regards to a complaint submitted to BBB about your business on 8/30/2023 by Kaela *******.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  09/28/2023

  Kaela *******
  
  * *** *****  
  
  Dear Kaela *******:
  
  This message is in regard to your complaint submitted on 8/30/2023 against The House of Bundles.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

*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. ↩