ComplaintsforToni Brattin & Company, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a hairpiece purchase on 8/24/2024 and was disappointed in the color - I went to the Toni Brattin website to obtain info on how to return - it directed me to **************************** to obtain an RMA # - I tried multiple times and that address took me nowhere except to various places to purchase Toni Brattin hairpieces. Todays date is 9/17/24 within the time frame for return. There is no link from Toni Brattin website to customer service…why? It’s just a circle. I’m very disappointed in Toni Brattin - it feels intentional, maybe it’s not, but it feels that way.

  Business response

  09/19/2024

  BBB

  Here is a copy of our Return Policy as clearly displayed on the TONI BRATTIN Website.

  To receive an RMA for Merchandise Replacement or Refund - the Customer need to EMAIL ****************************.  This is an email address to our customer care specialist who will send further instruction to the customer, along with an RMA Number, to facilitate the replacement or refund within the terms of our stated policy.

  Seems as though this customer may have thought the **************************** was a link - it is an email address.  If she would email as instructed - we will promptly address her issue.

  Thank you!

  Merchandise:
  We guarantee your satisfaction on every product we sell, and offer a replacement or refund (less shipping & handling and a 20% restocking fee) on any order returned within 30 days of purchase meeting the following criteria - Product is in its Original Condition and Packaging, and a copy of the Packing Slip is enclosed clearly marked with a RMA Number.  
  For Orders Over 30 Days or Without a RMA Number - No Replacement or Refund will be Issued.
  Certain Clearance and Discontinued Items are NOT subject to a Refund.
  How to Arrange a Return:
  To obtain a RMA Number for qualifying replacement or refund (less shipping & handling and a 20% restocking fee) - please email: **************************** for your specific return instructions.  
  ------------------------------------------------------------------------------------------
  Replacement and Refund will not be issued on Items Previously Exchanged.
  All returns received without a RMA Number will be discarded and No Replacement or Refund will be Issued.
  Again, in order to complete your return - Product must be in its Original Condition and Packaging, and a copy of the Packing Slip must be enclosed clearly marked with a RMA Number.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REQUESTED AN RMA  NUMBER - PER INSTRUCTIONS ON THE TONI BRATTIN WEBSITE 2 DAYS AGO WITH NO RESPONSE. THERE ARE 2 WIGS I RECIVEIVED 3 DAYS AGO I WANT TO RETURN BUT CANNOT WITHOUT AN *** NUMBER. THERE IS NO CUSTOMER SERVICE NUMBER. I SEE IT IS A COMMON COMPLAINT ONLINE THAT THEY DO NOT SUPPLY RMA  NUMBERS AS REQUIRED TO TRICK CUSTOMERS INTO KEEPING MERCHANDISE.The PO number is - TB- ******* Order number ******** Carton ******************** UPC ************ and ************ Each wig was $139.95 Total $279.90 The site also.charges an exorbitant 20% restocking fee. But right now - I want the *** number to return the wigs per the company' s own policy - but as they do not respond ... I am filing a complaint on behalf of my 91 year old mother -who has cancer - and doesn't need the aggravation of such a dishonest company. Their real policy seems to make it impossible to return an item for a refund. I wish I had known this was their modus operandi. I saw too late that this is a common complaint.

  Business response

  07/13/2022

  Customer apparently email customercare@tonibrattin.com over the weekend of July ****, 2022 with no immediate reply due to the fact (that like most businesses) we do not work over the weekends!

   

  Our Customer Care Rep was on vacation and returned to the office on Tuesday July 12, 2022 - before reviewing emails from the weekend, she read the subsequent request for RMA from this customer which was sent on Tuesday July 12, 2022 @ 8:43am.  The  CC Rep responded via email with the requested RMA at 3:31pm on July 12, 2022.  Somewhere in-between - the customer decided to write a completely unsubstantiated complaint to the BBB - slandering our business ethics and complaining about our product quality and restocking fee policy.

   

  The customer has received a RMA number as requested (apparently not quick enough for her liking) and should be in the process of returning the 2 wigs as per the instructions from our CC Rep.  As for her dislike for our Restocking Fee... this is our published policy and how we decide to do business.  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rejected a delivery from this company and was not provided a full refund. This company only has an e-mail for customer service, no phone number. I sent an e-mail inquiring why i wasn't refunded in full and the response was there was a restocking fee of 20%. I replied that the item was never in my possession since I did not accept delivery and expect a full refund but have not received a response. This was on April 8th.

  Business response

  05/02/2022

  Customer - ********************* did indeed order a product from **** Brattin via the ToniBrattin.Com website on February 11, 2022.  The product was processed as a return without a RMA number on March 27, 2022.  Given the fact that the customer DID NOT follow the return policy as clearly stated on our website - the return sat at our third-party fulfillment center for some time as the returns with a RMA are instructed to be sent to **** Brattin & Company - NOT ******************.  Had ********************* followed the Stated Policy - the return would have a RMA number and would have been processed within the stated 30 day return window.  99% of our customers follow the stated policy with no delay or extra steps for us to process their returns or exchanges.

  By rejecting the delivery and not following our stated return policy - ********************* created a delay in processing the return.  She was clearly outside our 30 policy - but we went ahead and process the return less the 20% restocking fee - $54.95 less 20% = $43.96 Refund.

   

  Keep in mind that she rejected the order, but we still incurred the expense of processing the order, picking and packing the order, ********** shipping above the $5.95 collected and then had to process the return.  Our policy is Our policy - 20% Restocking Fee.  Like it or not - she bought the product subject to the return policy!

   

  As for our not having a phone number listed on our website - COVID has created many challenges - one being finding help.  Emails are responded to on a daily basis - it's not for the customer to decided whether we have a phone number or not!  We clearly display our email address and return policy - 99% of our customers follow the instructions on returns and don't REJECT DELIVERIES that cause additional problems in processing a return.

   

  Thank You.

   

  Customer response

  05/02/2022

   
  Complaint: 17122161
  
  I am rejecting this response because: First of all, the response from the business is just downright rude. I worked in retail management for many years and I'm jus appalled at how I'm being treated. Anytime a delivery is not accepted the transaction is void and null, like it never happened. I was willing to accept not being refunded for shipping even though, technically, I didn't have to since I never accepted the package. Where the package goes when the post office sends it back has nothing to do with me. It's obvious this company does not have in place instructions to follow for this type of scenario so they're just blaming the customer for everything.
  
  Sincerely,
  
  *********************

  Business response

  05/06/2022

  This is our policy - sorry the customer does not agree!  Package was not returned as per our policy - see below:

  REFUND POLICY 
  
  We guarantee your satisfaction on every product we sell, and offer a replacement or refund (less shipping & handling and a 20% restocking fee) on any order returned within 30 days of purchase meeting the following criteria - 
  
  Product is in its Original Condition and Packaging, and a copy of the Packing Slip is enclosed clearly marked with a RMA Number.  
  
  For Orders Over 30 Days or Without a RMA Number - No Replacement or Refund will be Issued.
  
  Certain Clearance and Discontinued Items are NOT subject to a Refund.
  
  Replacement and Refund will not be issued on Items Previously Exchanged.

  Customer response

  05/06/2022

   
  Complaint: 17122161
  
  I am rejecting this response because: It baffles me that a business is willing to lose a customer rather than provide decent customer service. I will explain once again; not accepting delivery and returning a product are not the same thing. Not accepting delivery voids the sale and returning an item starts the process of a refund. **** Brattin is the one not following basic business principles, someone there needs to take a basic business course. 
  
  Sincerely,
  
  *********************

*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. ↩