ComplaintsforTresses By Juless

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased what was supposed to be a premium quality human hair wig online from this business and, on arrival, it was clear it was unwearable due to a balding hairline. I documented this and send her pictures within an hour of receipt, but didnt hear back. Two days later, I wrote to her again with more photo documentation and I still didnt hear back. She has a strict three day return policy and says you need to wait for her to send you instructions for return. But its day 3 and, despite me writing to her a third time, she still hasnt responded. So now Im having to start a chargeback process with my credit card company. She doesnt provide a phone number so there is no way to reach out to her that way.

  Business response

  09/24/2024

  I was out of town on a business trip from Thursday 9/19/24 until yesterday Monday 9/23/24. I did not resoond back to the customers emails until yesterday, Monday 9/23/24(see attached emails) as I was working. The customer purchased this sale piece on my website and signed a consent form stating she read my return policy, terms & conditions prior to checkout. I do allow a one time exchange if the customer is unhappy with the piece purchased. The customer sent photos of the hairline on the wig that does not look accurate to the product sent to the customer. As of our last email correspondence I have decided to go against my return policy and refund the customer once I receive the product back from her. I am a fair and ethical seller with a very good reputation. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a custom product from company. Item was not as described. The owner "Juless " did try to make things right at first and sent me another product but it was not the color I had requested. I returned both items to her and have tracking numbers and an EMAIL from her stating she would give me a FULL REFUND!!However, after she received BOTH items back she stated I cut the lace on one of the units so she would not have to give me a refund. I NEVER CUT THE **** or took tags off product. THis is CLEARLY a scam so she does NOT have to refund me. I have all tracking numbers and emails from her stating she would give me a FULL refund!!!!!!!

  Business response

  05/09/2023

  I have attached photos showing ************** full refund on May 2, 2023 from my Squarespace website and my Stripe account. I dont understand why she filed a complaint against my business when I gave her a full refund including the credit card fees I lost on the transaction. I offered her a full refund because she was not happy with the coloring. I colored her wig 3 times to make her happy. When I asked if she cut the lace, I had forgotten that she asked me to cut the lace for her prior to shipping. I never told her I wouldnt refund her because of the lace being cut. I just asked if she had cut it or not. Her assumption was I would not refund her due to the lace being cut. That is when she jumped on my offer of the full refund. I quickly honored my word and went against my refund policy stating No Refunds on Custom Colored Wigs and refunded her on May 2, 2023. Is this customer trying to scam me? Has she called her credit card company to see if the refund is pending or has gone through? It usually takes 5-7 business days for a refund to process. I hope this can be resolved as quickly as possible. Please let me know if you need any further information from me. 
  **********************;
  Owner Tresses by Juless

*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. ↩