Complaint Review: Jace Beauty - Atlanta Georgia

****Please note that the category selected is "Hair Salons" because there was no other category that would fit.  Jace Beauty sells hair online. 

I ordered 3 bundles of the Russian Fede online with Jace Beauty.  On the website, customers are advised that shipping will take 6 weeks for normal orders and any custom orders(or for a select few types of the hair) the order would take 8 weeks.  My order was a 6 week order.  Initially, I was receiving weekly updates on the status of the hair and where it was in the process.  This was very nice and impressive. 

Then the e-mails became sporadic.  I was very patient because I had heard the quality was unmatched and I was willing to wait for quality.  On the 8th week after I ordered, I received an e-mail stating that my order would come at the 8th week.  Well that was erroneous because we were already in the 8th week.  I reached out to them the next week and told them that the hair was already late and that I hadn't received any hair nor any further updates on the status of my order being shipped.  I received a phone call a few days later from a lady with Jace advising me that my hair would be shipped the next week and that she would send me an e-mail as a follow-up. 

I never received an e-mail and had to follow-up with them once again. After sending an urgent e-mail(because I could never get anyone to answer at the customer service number on the website), I finally received an e-mail stating approximate days that my order would be shipped.  I told them that I needed my hair to come that week because I was leaving the state!  Finally, I received an e-mail notification that my hair was being prepared for shipping and then later that day with the shipping information.  They had to overnight it because it was so delayed and I received the hair the day before I was leaving the state. 

Once I got settled and was able to open my order and take a good look at it, I was disappointed with the quality.  There was one bundle that was in decent condition but all of the bundles looked like there were fillers in the hair. When I say fillers, I mean in that the hair appeared to not be virgin from a human's head and contained other strands made of unidentifiable fibers.  Usually, this is some form of synthetic hair or animal hair processed to appear and feel like human hair. Then upon further inspection, I was disappointed to discover so many short hairs in my bundles. 

My bundles were between the lengths of 18-20 inches and 20-22 inches and some of the hairs in the bundle were as short as 14 inches. This is deceptive because my bundles did not come fully true to the length.  I did not order 14-20 inches, I ordered 18-20 inches as that is how the bundles are advertised when you order them on the website.  The third concern for me was a section in one of the bundles that was light brown at the bottom. 

Jace tried to pass this off to me as a piece that was browned before they received.  Well there were 2 concerns with this.  If the hair had been altered even before Jace purchasing,then can this really be considered "virgin" hair?  And furthermore, the brown piece appeared to have been colored more recently as the vibrancy of it appeared to have been done during their processing the bundle.  But of all of the concerns, this concerned me the least because I could just die it back brown.  But the other 2 issues were of top priority.

I contacted them regarding my concerns and told them that I was unhappy and wanted to return the bundles.  They responded to my concerns about the browned piece of the bundle and my speculations concerning the authenticity of the hair as advertised.  They told me I could send the browned pieces back but never addressed my concern regarding the short hairs. 

This has been quite a frustrating process to deal with them.  I ordered my hair on September 8, 2013 and it is November 2013 and I am still dealing with Jace.  Until they get their process in order, I would not purchase hair from this company.  It seems that at one point they were as if they appear but from my experience at this time they are not upholding the standard that they at one time probably had attained.  I definitely wouldn't use them if you are ordering hair for a special occasion with a date!!  My issues still remain to be resolved at this time.