I ordered a custom lace wig unit online in May paid for it in full which amounted to about $600, was accepted and confirmed, and work began on the order.
I emailed the company to ask whether 'rush' orders were accepted, as I worried that the specified 6-8 week time frame would not be enough time for me to wear it on holiday as indended. The proprietor agreed and informed of a $100 additional fee for this service, which I paid. Once received she emailed a confirmation that the time frame for completion would now be 4 weeks instead, and that I "would receive a refund of this rush fee if not completed in this time". Her exact words, not mine.
The 4 week time frame came and went with no contact from the company as to its progress. 5 weeks into a supposed 4 week time-frame I then emailed them asking what the situation was. Their response was rude and abrupt. I was told the order was actually finished and was in the process of finalising quality checks after which it would be shipped.
I asked for the refund of the rush fee as they had clearly not kept to their agreement, which then began a series of very rude and hostile email responses, during which I was personally insulted and abused via her business email - very professional.
After having waited 5 weeks, the order was just cancelled with no further explanantion and a partial refund issued back to my credit card.
I was then informed that the wig would be resold and the funds from it would form the remainder of the refund outstanding. Also that further emails from me would be ignored.
I have waited the best part of a year for the remainder of the refund, and sent several emails notifying of my intention to take legal action for the conclusion of this matter.
True to her word she has ignored every email.
It truly baffles me how this company (which I believe is the proprietor opearating out of a salon) believe they can simply take their customers' money, cancel their orders at a whim yet still get to keep their money.
She clearly needs the money more than I do.
Denise
London
United Kingdom
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