ComplaintsforMy Natural Hair Extensions
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Complaint Details
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Initial Complaint
10/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered 1 bundle of 12 inch hair, 1 bundle of 14 inch and one 12 inch closure. The delivered parcel contained two 12 inch bundles and one 14 inch bundle, no closure. I emailed the company to inform them on 05/15/22. One month went by with no response. I contacted them again by email on 06/11/22. I asked for a return label so I could return the wrong item. The customer service rep said no refund or return would be accepted. She said they would make a new closure and ship to me shortly. She said I can keep the wrong item. I emailed one more time on 07/21/22 asking once again for a return label to be sent to me to make a full return of the whole order or for the right hair ordered to be sent to me. I never heard back from them. It has been 5 months and I have not received any email regarding shipping details.I would like for them to either send me a return shipping label so I can send the entire order back to them for a full refund or for the right item to be sent to me immediately.Initial Complaint
09/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
My Natural Hair Extensions appear to be a fraudulent business.I purchased 2 bundles of hair on their website back in August, at a cost of nearly $300.Payment method was Paypal.Till today I have not received even a confirmation email from the Company, My Natural Hair Extensions.I have called and and git to speak with a male. Told him they were not responding to my email. He gave me another email to use, which I did.Unfortunately, 4 weeks down the line, and over 6 emails, and more than 2x that in phone calls, I have not been able to reach anyone else.The Company ignores every form of communication from clients. I am just confused.They are sitting on my cash, yet have not delivered the product I paid fir, or communicated to me when I will receive!!!!I have seen others here have reported similar experiences.I really hope they are ashamed by such poor, apparently fraudulent service!And that I receive my product or a REFUND!Business response
09/15/2022
Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it. Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder. You even sent us an email stating you know we are on backorder and asking for an update. I have two emails from you only. Not 6. We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame. Refunds can/will be granted upon request for any customers who do not wish to wait. You are a repeat customer with us and know we are not fraudulent. If you have any questions please dont hesitate to ask. As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks. Please note that backorder means we do not have stock however we are allowing customers to order so that they may be first inline to receive merchandise once we begin shipments. If you have any questions please send us an email using the contact form on the website as that is our ONLY customer service email.Customer response
09/21/2022
Thank you BBB!The Company sent me same response via email.
Please find below my response to them.
Complaint: ********
.Dear MyNaturalhairextensions team,
Good afternoon,
Apologies for my delayed response to your email.
Thank you for finally responding to me. Unfortunate it took me writing to the the BBB for you to do this.
Please see my responses to your points below:
On 15 Sep 2022, at 09:00, My Natural Hair Extensions <********************************> wrote:
?Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it.
My Response: I saw this notification. However, it does not give an estimated / potential restock time, neither does it refuse new transactions from clients. So I went on to purchase with the view that an indication of estimated delivery date will be provided. This was never the case, reason why I have chased you with my multiple communications. All I needed was a response so I would have agency in making an informed decision.
Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder.
My Response: Please see above response.
You willing took my money as a customer, also knowing you are on backorder.
You should NOT be collecting customers funds if you have no clue when or if you plan to fulfill their orders.
To make matters worse, you ignore all their attempts to contact you.
We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame.
My Response: Again, you should instead be immediately sending a simple email that first CONFIRMS receipt of funds and my order and communicating this to me so I can make an informed decision on if I want to wait indefinitely for an order, or if I want a refund.
Refunds can/will be granted upon request for any customers who do.
My Response: I would please like a refund.
Kindly please process this.
It wish to wait. You are a repeat customer with us and know we are not fraudulent.
My Response: I am NOT a repeat customer.
To my knowledge, this is my first time purchasing from your company.
If you have any questions please dont hesitate to ask.
My Response: When will my refund be processed please?
As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks.
My Response: Noted, with thanks.Customer response
10/10/2022
Hi. Im please following up on my complaint No: ******** Thank you for helping me get an initial response from the Company on 12th September. Unfortunately, its now nearly a month later and I STILL have not received the product I paid for or the refund I requested (following the business offer to refund). They did not respond to my email. Please help. *******************
Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Made a purchase on 5/19. Website states processing time was up to 2 weeks. Reached out via email on 6/10, no response. Reached out via phone and left a message on 6/21, no response. Called again today 6/22 no answer. Called during the time frame listed on the website. I have not received any response, tracking information or anything from the company! Very unprofessional as I have waited at least 10 days from my email for a response and more than a month for a tracking number. I have filed a complaint with ******, to be refunded. At this point I dont think I will ever get the product I ordered and would like my money back!Initial Complaint
05/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 30, 2022, I purchased two bundles of 14-inch Coily Bulk hair for crochet from My Natural Hair Extensions' (MNHE's) website (Order ******* I paid $165 using my credit card via PayPal. My card was charged immediately. On April 8, MNHE sent an email notification acknowledging that they had received my order. However, no tracking information was included. Not long after, I called MNHE to ask about tracking. I called during their business hours, but no one answered. I left a message, but one called back. When I did not receive my package after almost a month, I called again on April 26 during business hours and left a detailed message about the status. I asked that someone call me. No response! I called for the third time yesterday, May 11, and left a detailed message complaining about the lack of response and asking for someone to call before I get my credit card company involved. Still, no one responded. I have checked every possible email folder to determine whether I missed a message from MNHE or PayPal, but I found nothing. This company's lack of responsiveness and abysmal customer service is unconscionable!Business response
06/28/2022
Consumer Response /* (3000, 9, 2022/05/27) */ ***Document Attached*** Upon further inspection, My Natural Hair Extensions (MNHE) not only sent 1 bundle rather than 2, but they sent the wrong hair! The package they sent is hand labeled Bulk/Crochet Coily 14", but the hair measures roughly 9.5 inches and it is not hair designed for the crochet method of installation. The end is cut. There should be loops at the end of smaller bundles of strands. Otherwise, there is no way to attached the hair to my cornrowed natural hair. (See attached photos: two images of the actual hair bundle from MNHE and three images of the three types of pre-looped ends). I am dismayed and infuriated that this poor excuse of a company is allowed to continue operating! Business Response /* (1000, 18, 2022/06/28) */ *********. There are pictures of what the hair looks like on the website. Crochet hair does NOT mean it comes with loops. Crochet is loose hair without a track. There are no loops on any of our crochet hair textures and straight ends are seen on our crochet bundles. Any loose hair will have a loop when you fold it in half to create the loop to apply the extensions. That is common knowledge in the extension industry. Help is available if needed from either our team or a professional stylist. Also the hair is CURLY hair and the hair is 14" when straight. Because of shrinkage the hair will look less than 14" when it is curled. This is explained in detail on the FAQ page under the section "HOW IS YOUR HAIR MEASURED" See the link here: https://mynaturalhairextensions.com/help-center/ In regards to the missing bundle our sincerest apologies about that and we will get the missing item out to you as soon as possible. I checked and we do not have any emails from you inquiring about a missing bundle. We do work hard to make sure our customers are properly taken care of. We will send the missing bundle and an email for proper correspondence.Initial Complaint
04/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
March 23 - I ordered curly kinky extensions from MNHE. March 28 - i checked status of order on the MNHE website; status was "cancelled." As of April 3, I have yet to be contacted by the company or issued a refund. I have emailed the company 3 times and left 3 voice mails. I have called during business hours. March 30 - I issued a complaint with PayPal because I paid using PayPal. PayPal has contacted the company.Business response
04/28/2022
Consumer Response /* (2000, 11, 2022/04/25) */ On April 8, a representative of the company finally responded to me via email. No reason was given for the delay or lack of communicating. She promised immediate fulfillment of my order with expedited shipping, three days later, I did receive the item originally ordered. This case can now be closed. I will not recommend this company to others.Initial Complaint
02/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a product on 12/5/21 that I did not receive. In January, I sent the company an email and left a voicemail about a refund because I did not receive the product. I did not receive a reply. I filed a claim to receive reimbursement from my bank for the funds taken out of my account. The claim was denied because the purchase was authorized. I seek to be reimbursed for the $105 I spent for the product I did mot receive.
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.