On the 04/23/05 I visited the website that I had tried to research a week before hand to see if they were reputable. I didnt wnat to be caught out not doing my 'homework' before i parted with my cash
On the 04/30/05 I spoke to the Company's Representative and she informed me that the company was legit and despite the rumours, that they were untrue and instigated by the "Company's Competition", I asked for advice regarding my product colour and style customisation BEFORE I was to purchase the 'Unit' as I knew they had a no refund policy, I also sent her a picture with the EXACT colouring I wanted, she informed me of the company's own colour code and that it was an EXACT match and that I should proceed with my customisation request.
I proceeded online to order my Wig here foreword referred to as a 'UNIT' and made my payment via PayPal for the sum of $690.99. I then realised that I could not wear the 'Unit' without adhesive, that could only be purchased from the company's online store, so I emailed a rep and asked if I could make an additional order for the adhesive and that they add it to my order in the same package so I would not incur additional P&P costs, I was told "Yes, no problem" so i proceeded again to make a paymeny for the sum of $37.99 Now totalling $728.98 inclusive of P&P.
I have documents to substantiate this and ALL other correspondences via email. I also wanted the order to arrive for my special engagement on 05/07/05 so I sent another email querying this to reinforce what I was told by the representative that it WOULD arrive on time stating that if they thought it WOULD NOT arrive on time, please could they let me know, I was assured via email "yes you will have it in time for your engagement".
My order had not arrived by the Friday (05/06/05) so I called the company and spoke to Donna' who said it would arrive soon, it did NOT arrive until 05/10/05 which was four days too late for my very important engagement and I had to go out and buy a temporary replacement.
When the 'Unit' DID finally arrive WITHOUT Adhesive, I was horrified and cried with disappointment. It did NOT fit, not even close, the COLORING was way off and wrong, the finishing Cut was very, very uneven at the front and uneven at the back the fringe was NOTHING like I had requested and also discussed with the Representative.
I was so distraught I IMMEDIATELY sent an email to the company as they were not yet Open' for business and stated my disappointment and extreme upset. I was told to send the product back for a replacement by Peggy'.
I initially was happy to do that and enquired how I could be sure that the result would be satisfactory considering I had already spoken at length to a Representative and STILL I was unhappy with the final product.
They have stated that I should send it back and they will give me a replacement OR make changes, at first I thought this was very reasonable but then I thought.
"what if I am unhappy with the replacement as the workmanship is bad, then they wont replace the item a second time".
So I requested a refund but I was told only in "Extenuating circumstances" by 'SAM' the Departmental Manager. I then said well THIS IS EXTENUATING CIRCUMSTANCES, as there are numerous issues with this product and service, she said that this case does NOT qualify.
She also said "We have no use for this product and therefor will only give you a replacement or IN STORE credit"
I said "well if you have NO USE for it but are willing to give me In Store' credit which also STILL means neither of us CAN use this product, why can your company not just REFUND me upon the return of the product?"
Sam said the company will NOT refund my money and proceeded to get agitated and non negotiable. I also informed the company that I was WILLING to enlist a MEDIATOR for both parties to resolve the matter, this was DECLINED.
I also mentioned that "I would like to settle the matter WITHOUT legal representation and could we not just part business as this has gone on for so long, by way of me returning the goods UNTAMPERED or worn and they refund my money and that would be the end of the matter".
This too was DECLINED.
This has been going on for OVER 5 MONTHs and I still have not received the adhesive, even if I DID want the 'Unit', which seeing as I don't, I could not wear it anyway, so I would like my money back for the glue also.
I have ALL the NUMEROUS emails that were sent By myself and from the Company to myself. I stiull have the 'Unit' as it arrived in it's ORIGINAL packaging with invoice.
Please please help I feel as though i am not being taken seriously as a Consumer because i am in the United Kingdom many miles away with NO foreseeable plans to visit the United States of America.
Since then I still have not recieved my adhesive which I paid for and have proof, they also lied to the better business bureau mediator saying that I had altered the Unit, I have proof that this was a lie and contacted them to ask why they lied. I have had no response and this was two months ago.
PLEASE BEWARE they even had the cheek to send me a courtesy card as if I was a satisfied customer.
ALL The above can be proven with copies of emails itemised call lists from my telephone service provider and photos. Everything has been documented feel free to request these.
Sabrina
London
United Kingdom
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