ComplaintsforTreLuxe Hair Products

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered this product because I believed it could help get me waves on my upper layers of hair like I have on my lower layers. I also made the decision to buy the product based on their 30 day money back guarantee. I went through their whole process. Applied exactly like the video suggested, then like their customer service suggested. Nothing resulted in waves for my upper layers. When I requested a return I was told because it was purchased at a discount of over 20% off I was not eligible for a return. Nowhere on their money back guarantee does it state its only guaranteed if you didnt purchase it on sale for more than 20% off. It is blatant false advertising! I just want to return the product and receive a refund because it didnt do what it advertised for my specific hair.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered product on a deal from Treluxe on April 15, 2024. I received a shipping email on April 17 saying with a **** tracking number **********************. I waited about 3 weeks before I first contacted them through their website form for not receiving my products. I never received a response. I tried again in June and July through their website and customer service email linked in the shipping email I was sent. I tried again this morning and let them know I was contacting my bank to investigate this charge as fraudulent explaining the above information and that I would be filing a complaint here with the Better Business Bureau. I actually received an automated response this time about porch pirating and shipping taking longer during this time of year like it is Christmas time or something. Then as I'm filling this complaint out, I get an email that a refund was initiated and a customer service agent claiming today's email was the first communication form me. I know the refund can take a few days for that to show up in my account. Hopefully this is true as the email states a refund amount and then shows an order summary of $0.00 instead of $-51.42. Their business practices are shady for only responding after my claims of filing this complaint with the Better Business Bureau. As I mentioned before, their response today claims that they have no other emails from me. But I have them in my sent folder in my gmail email which is the account I ordered these products with. Today's message was sent via my icloud account and not my gmail. This is the first message they are claiming they received even though I also filled out 3 request forms from their website with one of those being last night. Each of those forms never gave me any confirmation of receipt about my customer service issue.

  Customer response

  08/02/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an order for their "Wavy **************** hair care products which I received and paid $60. When I contacted them to tell them it made my hair too crunchy where a comb couldn't even go through it, they told me that it was past their 30 day return window. I explained to them that I couldn't try the products earlier due to health issues and they still refused to issue a refund or even a partial refund. I would be satisfied with a partial refund and I can't understand why they have no exceptions whatsoever to their return policy. Their return policy is noted at the very bottom of their website so it is not easily seen.

  Business response

  07/16/2024

  We help the customer troubleshoot and informed her she must scrunch the crunch a styling process. She was unwilling to receive the consultative direction. We did inform her, per our return policy which is posted and accessible, we cannot process a return outside of our 30 day return policy. This applies to all customers. 

  Customer response

  07/16/2024

  I saw the response from the Business (TreLuxe) and I did try what they suggested and it still did NOT work.  Again, they gave no other alternative and based on me not being able to try within their 30 day return policy due to health issues, I would think that "good customer service" would at least offer a partial refund.  Obviously they do not care that someone was sick and could not try their products in a timely fashion.  I already returned the products to them today as I did NOT want to keep them and expect some kind of refund.

   

  Thank you,

   

   
  Complaint: 21993241
  
  I am rejecting this response because:
  
  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. ↩