ComplaintsforTrue Glory Hair
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 3/26/24 I ordered 100% human virgin Brazilian wave hair 24"bundle. I paid ****** for this item and I received a barely 18" bundle that was frayed at the ends and thin. I emailed the true glory website to basically give them an opportunity to rectify the situation, also attached pictures and copies of my invoice to be told it was too late and nothing can be done. The website I ordered from was true glory hair.Initial Complaint
11/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
True glory hair company is not allowing customers to cancel order after submitting it and not having product in possession yet and product has not shipped yet. As a hard working person I want my full refund if I have not received a good or service. I want my refund.Customer response
11/27/2023
Better Business Bureau:
My issue with my refund with tru glory hair company has been resolved. The staff at the true glory ******, ** location was very swift and understanding of the matter and refunded me next day. True glory team was excellent with great customer service. they were great with handling me as a loyal customer.
Sincerely,
***********************Initial Complaint
11/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On nov 1, 2023 I placed order on Nov 4, 2023 I Received knock at door to sign for a package which I did after I closed door I opened package and it was only 3 items and I ordered 4 items Im missing virgin Brazilian body wave 22 inch.I have reached out to customer service and I had insurance on my package since paying 668 dollars and some cents. *** called left messages and sent another email put in claim. Havent heard anything else I just want my hair o paid for.Initial Complaint
09/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed order #****** on 8/17/23; it was a buy 1, get free sale. I only received 1 bundle of hair. I emailed customer service and they would not honor the sale. Therefore, I returned the bundle of hair. Now, they will not issue me a full refund; only store credit. Additionally, I had to email True Glory customer service for them to even acknowledge they received the return. They would have never processed it without my follow up. I requested the funds to be refunded back to my credit card and they refuse. I should not be held responsible for false advertising.Initial Complaint
05/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The first complaint it took almost a month before i heard about what was going on with my product. Then they send the incorrect product and have not responded. They only sent some garbage because i made a complaint to PayPal so they hurried up and half sent product. The customer service via email was not good nor did they replied anymore on my concern's and if you look at there reviews other people feel the same. I paid too much money for garbage. They need to be closed down. They are falsely sending product that don't meet demand. They have no value to customer's at all.Initial Complaint
05/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I order three bundles of hair offline I never received my order# ******. I have reached out to the company several time by phone and via email. Im very baffled about the customer service Im receiving due to me patronizing their business. I spent $218.77 with this company. The company havent reached back out to me regarding my order. I would like to have a refund. This looks bad on this company I wont patronize this business againInitial Complaint
03/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is willfully and knowingly selling hair to people that they reasonably know will not be usable. They are relying in a 15-day policy they created to avoid liability for the disaster of a product they are selling. Their hair has been reviewed recently by numerous people who all state the same exact concerns with the product. No effort is being made by the company to remedy the issue that they have photographic and video evidence of. Rather, they are continuing to sell the hair and refusing to give refunds to anyone who does not report the issue within 15 days of receiving the hair. The company has delayed shipping practices and knows that there is no way to know that the hair will behave the way it does until after 15 days have elapsed. In my case, I purchased the hair and did not receive it for over one month. When I installed the hair, it seemed fine. Then, it seemed to be tangled. I started to think something was on the hair that maybe washing it could remedy. I had the hair washed. It did not help. The hair continued to become more and more matted and shed and rise as if it was staticky. I reached out to the company and they sent me through a series of back and forth emails before I finally found a phone number and called to report the problem. During the back and forth, I sent photos and videos of the hair and how awful it was. The person who answered when I finally called told me that there was nothing I could do and that they would give me a $100 gift card. No effort was made to actually refund me for knowingly selling me a product that would not work. They are intentionally selling something they know to be defective and are forcing customers to just be out of money. This is unacceptable. I will not accept a $100 gift card. I want to be reimbursed for the hair, the install and the shipping cost. They are doing this on purpose and that is the issue.Business response
03/08/2023
Hi ******,
Thanks for reaching back out to us in regards to the issue with your order #******. Again, we do apologize for the inconvenience this has caused. We do care about our customers and as an apology we went ahead refunded for the order. Please allow 2-5 business days for the funds to credit back to your banking institution.
If you have any further questions or concerns, please feel free to reach back out to us.
Sincere apologies for the inconvenience,
True Glory Hair Team
Initial Complaint
12/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a wig from their website and the wig I received looks nothing like the wig they advertise it is horrible I would like to return the wig and get refundedBusiness response
12/12/2022
We have been in correspondence with the customer. Once she returns the wig with the provide return label, we will process her full refund.Initial Complaint
12/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order with True Glory for 3 bundles of premium hair and a frontal. Upon receiving my order my bundles were different colors and had different labeling so Im not even sure if the bundles I received were premium which I paid more money for. The customer service I received from Terajai was unacceptable she did not try to fix the situation at all. She offered me a $25.00 credit for hair I paid ******. Havent installed the hair at all and this is what she offered. Ive ordered hair from this site before and the hair was nappy, dry ,and tangled very badly. I do not recommend buying hair from true glory at all !!! Worse investment ever made and a waist of money !Business response
12/09/2022
The customer complaint was only in reference to her 24" and 28" bundles in regard to the bundles not being the same in color. However, to resolve this matter, we can authorize a return for a refund.
Customer response
12/09/2022
Complaint: 18546741
I am rejecting this response because: No that is not all. The bundles are nappy and not guaranteed to even be premium bundles which I paid for! You would have know that if you responded to my email which you did not! I sent you a pic of the two bundles to show you the difference in the coloring and packaging! The bundles are rough on the end and Ive complained about this matter before and you response was the hair is prepackaged not once have you apologized for the inconvenience. As I stated before my hair appointment is already booked and paid for and is non refundable Im asking for a refund for the inconvenience, horrible bundles, and time waisted. I also dont understand how you can respond on BBB but not to my email. I also wrote a review on true glory website and verified through my email and it still has not been posted seems like you all only post the good comments but rating on BBB Is a F !
Sincerely,
Nautica **Business response
12/09/2022
Hi Nautica,
Thanks for the response. To resolve this matter, we can issue a refund for the 3 bundles. Would you like to proceed?
Customer response
12/09/2022
Complaint: 18546741
I am rejecting this response because: Why am I not entitled to a full refund when the hair is bad and I cant use it for my appointment meaning Im going to have to buy hair all over again. I even emailed you guys ahead of time before my packaged was delivered pleading that you all pay attention and send me the correct bundles because this has happened before but I still chose to put trust in you all and give it another chance. This is absolutely ridiculous! The customer service I received from the representative was absolutely saddened no regards at all for the inconvenience Ive went through like its my fault that you all messed up.
Sincerely,
Nautica **Customer response
12/12/2022
Complaint: 18546741
I am rejecting this response because: Why am I not entitled to a full refund when the hair is bad and I cant use it for my appointment meaning Im going to have to buy hair all over again. I even emailed you guys ahead of time before my packaged was delivered pleading that you all pay attention and send me the correct bundles because this has happened before but I still chose to put trust in you all and give it another chance. This is absolutely ridiculous! The customer service I received from the representative was absolutely saddened no regards at all for the inconvenience Ive went through like its my fault that you all messed up.
Sincerely,
Nautica **Business response
12/12/2022
Hi Nautica,
Thanks for reaching back out to us. Your concerns are important to us. We went ahead refunded you for the total order. You should have received a confirmation email. Please email 2-5 business days for the funds to credit back to your banking institution.
Apologies for the inconvenience,
True Glory Hair Team
Customer response
12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Nautica **Initial Complaint
02/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order from True Glory on January 19th for 3 bundles of hair. I got it installed on February 5th for a wedding I was in the next weekend. When the hair was installed it was dry, nappy, and just of horrible quality. I reached out to True Glory support on February 9th. I received a messaged back on February 10th asking me to send pictures and videos of the problem I was having, I responded to that message on February 11th sending the pictures and videos. I have not heard anything back since then despite sending more emails and even attempting to call the customer service number that does not get answered. I have sent 5 emails at this point, and called more times than I can count. I left a review on their webpage hoping that I would get some kind of response from them. It did work and I was told to once again email the customer support email for a resolution. I did send yet another email to once again not get an answer! This is absolutely ridiculous and as a long time customer of True **********************, I am very disappointed! What is the point of having a support email address and providing a phone number to call if you aren't going to respond! My order number is ****** and I would like a FULL REFUND! Based off of the horrible customer service that I have received, I wouldn't suggest any one shopping here! Go somewhere else to get good quality hair and good customer service.Business response
02/25/2022
The customer did not initially send any of these pictures upon our request. Also as stated on our website, we are not responsible for the coloring issues from the customer or the stylist.Customer response
02/25/2022
Complaint: 16804890
I am rejecting this response because: I sent the email sending the pictures on February 11th at 9:53 AM. I originally responded back to the original email from Teraji, but got a rejection email saying that the email address wasn't valid. I then sent it to the support email. It has been attached. Also, if you pay attention to my initial email, I have been buying and coloring hair from you all for years and have NEVER had this issue before. I simply wanted to exchange it initially, but after not being able to hear anything back from you all I want a refund. This is ridiculous!
I also think it's really funny how you all can respond to me on this platform, but not your own. This is not customer service!
Sincerely,
Brianna StallsCustomer response
03/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
Brianna Stalls
Business response
03/23/2022
Better Business Bureau:
We have refunded the customer for order ##******. See attachment. We would like to reject the offer of Mediation for complaint ID ********.
Regards,
Brianna Stalls
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Customer Complaints Summary
12 total complaints in the last 3 years.
2 complaints closed in the last 12 months.