ComplaintsforThe House of Bundles

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I paid $250.40 on may 25th, 2022 It’s now March 29, 2023 and I have not received my parcel. I have sent a copy of my receipt and destination of the label since June 9th 2022.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 20th 2023 I ordered two bundles of hair totaling up to $155.15 I’ve done business with this company in the past so I never expected to be scammed out of money. 8 days after I placed my order I had not heard anything back from the company in regards to shipping so I reached out via email to see what the hold up was . I was told that since I selected standard shipping my order would take 5-15 days to ship (which is not what’s advertised on their website) and they asked me if I would like to upgrade shipping . I declined their offer and asked when my order would ship and shortly after I was sent an email stating that my order was ready to ship and would be delivered by March 13th. March 13th comes and I still haven’t received my order so I contact the company to ask for a refund and I was ignored. On their website and the app shop my order states that USPS is in possession of my order but on March 16th 2023 I contacted USPS and I was informed that a shipping label was created but the package was never dropped off . I’ve already contacted my credit union to dispute the charge but I feel like something more needs to be done so that this “company” can’t take advantage of others .

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered on Dec 22nd and the Shop app shows the purchase never was sent. the only created a label. Customer service didn’t respond until i threatened a dispute. They haven’t solved the issue.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase in the amount of $715.50 on 09/17/2022. Order #XXXXX. I was supposed to receive my order within 7-10 business days. I received a tracking number for USPS XXXXXXXXXXXXXXXXXXXXXX. On 10/07/2022 that is still stating that they have not received package. I have contacted this store plenty of times with no resolution. Most of the time they don't answer the phone and there is no way to leave a voicemail. I've emailed plenty of times requesting a refund with no reply for the store.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reorder XXXXX. Seeking full refund. A credit card purchase was made in Aug 2022 for hair $414 under Brandon **** for me (his mom). When completing the shipping portion of the transaction ******* ** XXXXX pre-populated in the field and I didn't realize it, but the correct address is *** ********* ****** ******* City ** XXXXX. I emailed house of bundles multiple times throughout Sept to alert them and called but they still shipped to Chicago IL instead of Calumet City IL. I emailed house of bundles multiple times throughout Sept and called, with no response from them although their website directs you to email or call them. They have an email auto reply that they'll respond within 24 or 48 hours. It's been weeks with no reply, and they've charged our credit card $414. I have USPS tracking that shows a delivery inception which we knew because it's the wrong address (city) and that the hair/their shipment was returned to the original sender in Baltimore MD 9/27 and signed for by B ****. Not possible because Brandon (B ****), my son lives with me in Calumet City IL. I'm not clear why they shipped after being alerted well in advance of the incorrect shipping details, signed B ****, which is fraudulent, and charged my card for close to 60days for product I still don't have. I want to cancel XXXXX altogether, a full refund of $414, and confirmation. I don't trust them with their failed communication, shipping after knowing there were address corrections needed and then signing B ****. All emails sent to them from my end from ***************** I'll have to print, collate and upload as proof if needed.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/09/29) */ A refund will not be issued because the customer entered the wrong address for her order. The items will be reshipped to the corrected address. Consumer Response /* (3000, 7, 2022/10/03) */ Thank you for confirming BBB's process and for responding. Since contacting BBB, ironically, The House of Bundles inally responded to my emails that I've been sending since Aug 30th (see attached). On 9/29, they provided a new USPS shipping label number (see attached) communicating that they are reshipping my order. They did this after I sent them an email asking them to cancel/refund my order (#XXXXX) to the original form of payment since they had their product back in their possession per USPS records. Still dismissing my request as they've dismissed my emails since Aug 30, although this is where / how they direct customers to communicate with them, their response was that they're reshipping to the correct address vs cancelling/refunding. Emails are attached. Monica Consumer Response /* (2000, 11, 2022/10/11) */ They shipped the product and I have it now after I asked them to cancel the order. I'm not going to return it and risk them charging me a restocking fee especially since they only communicate when they have something to say. They have lost a 10 year customer for handling me this way.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, I placed an order (XXXXX), on Aug 27th (2022), for a Bob wig, that said I received my order today on 9/21, and unfortunately it is not what I expected. The wig wasn't cut properly in the back, there are long pieces of hair on one side with shorter pieces on the other side. Please see the attached images. I waited several weeks for this wig to arrive, and I'm so disappointed, I contacted the store on 9/22 and spoke with Tyler, he promised to send out a overnight shipping label to return the wig. However, its 9/26 and I have not received the label. At this point I would like a full refund and to let other know this place is a scam.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order on April 30 for 5 items for a total of $941.38. None of the items were special orders and all were listed as being in stock. On May 13 I received one item, representing $230 of my purchase, with no indication about when I would receive the rest of my order. I called and sent several emails seeking more information and received no response. I finally reached out via the company's Instagram account and they had someone email me to say the items would be arriving "any day now.'' I followed up with emails asking for details, including a tracking number. I also called and left another phone message. I still have not received a response.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/24 I placed an order for 2 bundles of 12" brown tape in extensions (Order #*****). I understood that because the tape ins were not the standard #1B the order would take longer than the sites normal shipping timeframe (2-5 business days). I contacted the business on 2/26 via email to request the same length & color but curly hair to be sent after reviewing the sites description of the tape ins (standard is straight). On 3/1 the company emailed and told me they could make the bundles curly and to confirm I wanted that texture. On 3/2 I responded via email and confirmed I wanted curly. By 3/8 I contacted the company via email to cancel the order and did not receive a response. On 3/25 the order still had not shipped I reached out to the company via email to again request a cancellation of the order. I advised the company that because the order was placed a month ago that if it had shipped (I didn't have a tracking #), I would refuse the package and would like a refund. The same day I received a tracking # that the package shipped. On 3/26 the package arrived, I refused it and it was sent back to the company, they received it on 3/29. On 3/31 I received an email from the company stating my order "is non refundable; The package will be reshipped and if the package is refused again, it will not be reshipped. " They sent a separate email minutes later stating "Custom items do not have an exact delivery date (which is not expressed anywhere on their site) & that per store policy custom items are non refundable." I received the package for the second time on 4/2 I was not home and my mom unbeknownst to this situation signed for & received the package. The company shipped 2 #1B straight tape in bundles. I emailed them on 4/3 to advise I would like a return label to ship the product back and a refund for their error. The order I received was wrong therefore it was not custom and should be refunded since they shipped standard tape ins. I called on 4/4 and no response yet

  Business response

  04/28/2022

  Business Response /* (1000, 7, 2022/04/13) */ The client received exactly what she ordered. She attempted to modify a custom order which is against our policy. Per our policy custom items are non-refundable Consumer Response /* (3000, 9, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My initial order was brown straight tape ins. It does not state on your website that that is custom. I emailed your company to see if I was able to change the tape ins to curly (which at that time would have made the tape ins custom). Per the attached email your company agreed that they would make the tape ins curly and did not require any additional charge (if that was indeed a custom request). You agreed to send 2 bundles of brown curly tape ins. You sent 2 bundles of #1B straight tape ins. As seen in the proof of my original order, the response from your company agreeing to make them curly, and the product that was sent to me. You all did not fulfill the original order nor the claimed custom order. You have received your incorrect products via USPS on 4/11 and still have not responded to my email or returned my phone calls.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction is 9/20/2021. I paid the total of $355.00. For a wig. They committed to provide me a refund after they canceled my order. They sent the refund and somehow it was taken back out of my account. I contacted my bank and that's what they told me. They also told me to contact The house of bundles because the mistake was on there end. I did just that I talk with their customers service and he was very rude and unprofessional he told me to email them with my problem and they will handle it. I did that I sent multiple emails regarding my money n I got no response. So I spoke with my card provider and they told me they would dispute it. I received a letter today from my bank saying they can not refund the money because their was no error. So I contacted them today. They ignored my call from my phone. So I used someone else's and they answered again being very rude and telling me to email them and I still haven't got a response. My Order number is #2218. I don't have an account or tracking number.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/25) */ This client used to be a wholesale and we have refunded this order despite it being non-refundable. This customer also been notified about this via email in September. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Do Not accept this response because I still was never refunded the money for my purchase that was canceled and never received. Business Response /* (4000, 11, 2022/02/02) */ This information is 100% false. We don't store card information from orders. Their is no way for us to reverse a refund due to merchant processing laws and mandates

*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. ↩