ComplaintsforProfashionHair

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a straightener comb at the la county fair on 5/28. I was told the product came with a lifetime warranty for craftsmanship. It hasn’t even been a year and it already stopped working. I hardly use it and it has minimal wear for it to have stopped working. It won’t even turn on. I have tried to email and call the company and no one replies or answers the phone or messages. I would have never purchased the item had I know they had terrible customer service. I want the item replaced. It was not cheap to already have malfunction.

  Business response

  04/01/2024

  ****, 

  I searched our emails the the only time you emailed was March 22nd. We responded March 27th when We were all back in office. Keep in mind, we're a small business and as we travel, we're not always the fastest at responding to emails, but as we see them we do. I'd be happy to exchange the tool for you, to cut any shipping costs. Please email a video of the tool malfunctioning, unplug the device and cut the cord. Please include the shipping address in your email and we'll ship a new tool to you same day. 

  Thanks, 

  **** *******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Hello I purchased the almighty styling comb and upon purchase I was told that I could receive a full refund if I was not 100% satisfied. It ended up not working on my hair the way I had hoped so I reached out to the company asking for a refund and they told me I was not able to receive a refund. I explained to them that upon purchase I was told that I WOULD be able to receive a refund and it WASN'T UNTIL AFTER I purchased this item they told me I was no longer able to receive a refund for this item.

  Business response

  02/22/2024

  Hello, 
  
   Our return policy is as follows: No returns or refunds, exchanges only within 14 days for purchases made at trade shows. This policy is compliant with the city or state we are exhibitng in. It is always posted at the register of our trade show booths and on our receipts which are emailed to the customer. 
  
   Unfortunately, we are unable to grant this request as we are firm on our policy. Our sales representatives, this one in particular, has been with our company for many years. There is no incentive for any fabrication of our return policy, as they are salary based.  This manner has been brought up to the sales representative to ensure it will not be a potential issue in the future.
  
  Thank you

  Customer response

  02/23/2024

  I was told upon purchasing this project this company does allow refunds. Upon purchasing this item nowhere did it state that you guys did not accept returns. Only until after I purchased this item was I made aware that this company does not accept refunds.
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a hair piece on May 5, 2023, at the LA County Fair. I was told there was a one-year guarantee on the product. It broke in December of 2023 and is no longer usable. Every phone number I have called to try to reach the merchant for a repair is non-functional.

  Business response

  02/06/2024

  Hey ***, 
  
  Please see our email correspondence below. She is requesting a refund for the full amount, she did not slowly buy a halo hair extension piece for $716.63. There are other items on her receipt (attached), as stated on the receipt, there are no refunds on our sales at trade shows and in person events. 

  Dear *******,

  I appreciate your prompt response and the clarification regarding the potential causes of the issue. I understand that you did not use excessive force, and I apologize if my previous communication suggested otherwise.
  
  As previously mentioned, the remedy for this situation involves a straightforward process of restringing your halo. If you are comfortable with it, you have the option to send the item to us, and we will gladly apply the necessary fishing line to address the issue. Please be advised that the typical turnaround time for halo repairs is estimated at 2-3 weeks.
  
  Your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly and efficiently. Please notify us if you'd like to proceed with the restringing of your halo. 
  
  Thank you for bringing this to our attention, and we look forward to assisting you in resolving the matter to your satisfaction.

  ProFashion

  Customer Support

  Business response

  02/06/2024

  Dear *******,
  
   Per our established policies, as outlined in your receipt, we adhere to a no-refund policy for hair extensions. However, we are committed to ensuring customer satisfaction and do provide a window of 14 days for exchanges should there be any mismatch with your hair tone, and a 1 year manufacturing warranty for issues with the FlipNGo extension construction.
  
  Regarding the clear string, as discussed in our previous email correspondence, it is a standard 20lb clear fishing line, and it's breakage is not covered under the manufacturing warranty. This can occur due to customer misuse, and we appreciate your understanding of this aspect.

  We have offered a solution to address the current issue with your FlipNGo Extension wire, emphasizing that it is a simple fix. This situation does not render your hair extension piece unusable for an extended period, as the halo extension can be restrung with a new wire.
  

  For your convenience, our contact number is ###-###-####, and this information is readily available on our website, Google page, and also included in the copy of the receipt attached to your initial email.
  We value your patronage and are dedicated to resolving any concerns you may have. Should you have further questions or require assistance, feel free to reach out via our email correspondence.
   
  Thank you 

  
  

  Customer response

  02/07/2024

  I did not accept the business's initial response to resolve this complaint.

  BUT, I responded to them telling them I rejected their offer and they agreed to help with the repair.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On February 5, 2023 I purchased a thermal comb from the vendor. $216.50. I received a flat iron for free. They were out of the thermal comb and was promised to get it then the vendor returned. After several weeks I had not received the product sand reached out to the company. I was told they had the wrong address. I sent the address again and then received a message a shipping label was printed. It sat on this message for several weeks. I informed the company that I no longer needed to he unsent product and to send me a refund. After no response I filed a claim with my cc company. They then sent the product and I was notified it was on the way. I enquired to confirm their return policy and was given Emil confirmation. Their website says 365 days the email says 7 days. After receiving the product I asked for a shipping label to return the product and was told to receive a full refund I needed to send both the comb and the straightener. I packaged both and used their label. They received the packages (see attachments). I still have not received my refund. I was told a supervisor would reach out to me to process my refund, but have not received it yet. I have also not heard from anyone dispute repeated attempts to reach the company. All I am asking is to receive my refund of $216.50.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Approximately 2 months ago (March 2023), I purchased an Invent styling comb (NOA hair) at the Harrisburg, PA home show. The show sales person & the box state lifetime warranty. The product does not work. I’ve contacted the company multiple time & I have been promised call backs from specialists - which have not occurred. After multiple requests, I asked to return the product - the company will not respond. The product was sold to me - approximately $170.00. Please advise.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a NOA 3 straight ahead hot comb from the Ky state fair on 8/28/22. The woman that demonstrated this tool on my hair did a great job. That was the reason I purchased this. She said the product was $450 but today only $150 which def made me a little reluctant but I really liked how my hair looked. I got home and this is not the same product at all. I am not able to get the same results because it is not the same product. I asked for a refund and they said I could exchange (within 14 days of purchase) it or they would send me tutorials. I know how to use hair tools and do not want another defective product. The receipt sent from this company is encrypted and will not allow me to open it. I did take a picture of the iPad the girl had. She said to save that if I have any problems. I am attaching that here.

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