I was a first-time customer. I purchased a substantial order of hair products ($230) from His and Her. The hair was HORRIBLE QUALITY, dried out, faded badly, and TANGLED UP BADLY. THE HAIR WAS A TOTAL MESS.
Susie at extension 110, who is the head person in charge at the company (what I was told), HANG UP ON ME when I called her out on how awful the product is, that I'm not interested in them finger-pointing and not taking accountability that they mailed me bad product, and that I expected the company to show good faith by taking responsibility for their BAD PRODUCT and that I expected them to bear financial responsibility in the matter. Susie said she didn't like my attitude and just hang up on me. SUSIE WAS EXTREMELY ARROGANT AND DIDN'T CARE THAT I WAS A DISSATISFIED CUSTOMER AND THAT THEIR PRODUCT WAS AWFUL.
There is no excuse for any person in management to hang up on a customer. And Joann Kim, an employee, also felt no need to acknowledge that the product was inferior and that at the end of the day, there should NEVER be a time limit on BAD PRODUCT AND CUSTOMER DISSATISFACTION.
The only thing Susie was concerned about was the time limit of returning the hair, not the bad quality of the product. And to further be vindictive, Susie decided to remove the discount amount of $11 and refused to deduct the money I spent to return their product.
DON'T PATRONIZE HIS AND HER HAIR GOODS. THEY HAVE NO RESPECT FOR CUSTOMERS AND INFERIOR CUSTOMER SERVICE. I WILL NEVER PURCHASE ANYTHING ELSE FROM HIS AND HER.
Posted on 4/13/2011
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I purchased the straight regular quality hair on 2/18 and had it installed on 2/28. On 3/4 the hair began to tangle and shed and looked like straw. I called the company and spoke to Dian in custoemr service who instructed me to wash te hair and I did. Unfortunately, the hair was still a mess so I had to pay $30 to have the hair taken out and sent back to the company. I wrote a letter with the hair explaining that I wanted a store credit as I was told I had the lowest quality hair and I was going to use the credit to purchase a beter product. Instead of issuing me a credit, the hair was sent back to me. WHen I spoke to Suze and explained that I was not going to put the bad product back in my hair she told me that she could not help me and hung up on me.
Complaint Summary
Manager Suze hung up on me and wouldnt issue credit for bad product.
Resolution Sought
reimbursement of the product, shipping fees and fee to take out the extensions.
The company DENIED any defect and did nothing to compensate me
I followed the instructions implicitly after having called on 3/5/09. However, I unfortunately did not get the desired outcome which is being claimed. I called Diane back and told her I was very unhappy. She then told me to take the weave out (which cost $30.00) and send it back to them. Enclosed within the hair weave was a letter stating that I did NOT want this hair weave back. Rather I wanted credit toward purchasing a better quality hair weave. Additionally, there is no mention of "lesser quality" hair weaves within their website. I was only told that I purchased "poor quality hair" when I first spoke with Diane on 3/5/09...(after I purchased it!). Also, instead of contacting me when the hair was received, they ignored my request and just returned the hair to me. Again, this is NOT what I asked for. I just wanted to return it and be credited so as to purchase a better quality. Also, when I did receive my old hair weave back, unlike what they say, it was NOT in good condition. Additionally, I was shocked when Suzie hung up on me and said there was nothing she could do. And they never offered me a discount for future purchases. I don't want a credit, I want a refund
Company's Final Response
Company's Final Response - Posted 01/15/2010
We did send the washed and cleaned hair (good condition to use like new) back to her with good hair treatment solution and instrucion how to take care the hair after w fond no problem with the test. We have not heard any other complaints from her after.
How can I reply back when I wasd HUNG UP ON MY THE MANAGER, POOR QUALITY HAIR AND POOR SERVICE
Posted on 1/21/2010
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