“I paid $250 for four bundles of Cambodian loose wave hair,” the customer wrote on August 9, 2017. “I received one bundle of Cambodian loose wave and three bundles of Brazilian loose wave. I immediately called customer service and was told to take pictures, submit them via email, and the store manager would call me back. I called the store three times that day and during my last call I was told that I would not receive a call back, all sales are final, no exchanges or refunds. There's no refund policy listed on the website.”

The complaint went unanswered.

A second customer fired in another complaint on May 20, 2016, “I ordered Peruvian deep wave online about a month ago, two co-washes, conditioner, water and oil everyday, comb about 4-5 times a day and right now it's so tangled and matted that I'm beyond frustrated. I just feel as if I paid too much money for it to be tangled the way it is. They responded claiming that I did not use alcohol free products and the oil was too heavy; rewash hair with shampoo and conditioner. My response: I was giving it some time until I responded after rewashing the hair with "alcohol free" conditioner and the results are the same; knotted and tangled. I'm very displeased with this hair and I feel that $222 for one month of wear is not satisfactory. The company claimed they sent a card on instructions of how to wash the hair and therefore a refund could not be given. I rewashed a third time with shampoo and conditioner and that hair is still matted.” 

“I placed an order with this company on 3/12,” the customer wrote in the March 23, 2016 complaint. “My order was processed 3/14 and product was shipped, stating it would arrive in two business days. I am filing this claim on 3/21 after my product has not shipped. I notified Queen Virgin Remy that USPS tracking number provided states that the product shipping label was created, but the product has not been processed by USPS. I, as the consumer, cannot even tell if the post office has received the product. I called customer service twice and emailed regarding this situation and lack of shipping. I was told that 'once they create the shipping label, it is up to me to deal with USPS, they don’t have to do that.' This business needs to be reported and penalized. I asked to speak with a manager, she then informed me this has happened before, and they take no responsibility. They are the shipping institution and they can pursue insurance claims with USPS since they are the entity that purchased the shipping and insurance. I as the consumer am left without either product or my original $300+ dollars that I paid to Queen Virgin Remy.”