Complaint Review: Love My Lace Wigs - Houston Texas

Hello. This is the Customer Service Manager for Love My Lace wigs. To protect the identity and privacy of the customer who has filed this complaint, we will refer to the customer as Ms. Salma.

This experience has been frustrating for both parties involved (both for ourselves and Ms. Salma).  Before going any further in our rebuttal, we would first like to express our apologizes to Ms. Salma, as our goal as a lace wig/hair product and service provider is to ensure that all our customers are satisfied in the end with the product they have received, regardless of who is at fault. We (Love My Lace Wigs) have been frustrated for the following two (2) reasons:

1.    We have tried everything in our power to meet and accommodate Ms. Salmas specific and changing request from the initial start up until to the very end of her transaction.

2.    We do not like to embarrass or put any of our customers on the spot, but Ms. Salma is lying. We understand when it comes to women and their hair emotions can run high (especially since the lace wigs units are a high ticket/costly investment). But Ms. Salma is not giving an honest or fair account of the details and specific reasons why her custom lace wig unit arrived they way it did. We will address her fabrications below shortly.

We understand and we are sensitive to the challenges that may arise, when placing an order for a custom lace wig, or any hair product online. When purchasing hair online you are limited in terms of accurately seeing, feeling and comparing the product up close and personal.  If you are new to wearing/buying lace wigs or, are not familiar with hair and/or hair color blends + color mixes, you can unknowingly select a custom color combination not realizing what the end outcome will be visually until it actually arrives in the mail and in your hands. This unfortunately was the case with Ms. Salmas custom lace wig. This happens on very rare occasion (we are a 2 year+ company currently having served over 2500 customers and counting) and many of our customers either call or email us with specific questions regarding color if they are unsure prior to placing their order.) However, it is an issue that we have already taken steps to address and update on our web site so that it is easier for customers to choose and confirm their hair color blends as well as ALL selected custom wig production options:

1.    All customers will now be given the choice to select our new Custom Order Production Confirmation checkbox. When a customer checks this box, a Love My Lace Wigs customer service rep. will now contact them via phone and/or email to review and go over their custom order options prior to their submission into production. This process will give the customer up to 7 days to confirm their selected custom wig/hair preferences and make any needed changes before productions begins. (This option is available for all custom orders only and will take effect 04/01/2010)

2.    We have now also updated our web site with improved written and visual descriptions of hair color blends + mixes and other custom wig offered for our custom order hair/wig products.

3.    If a custom order arrives and there is any error or mistake in which we Love My Lace Wigs or our manufacturer(s) is/are solely at fault, we will either:

a.    Issue the customer a courtesy/credit refund equaling 10% of the total cost of the wig + all shipping cost, back to their credit card (or payment method used) and also exchange/remake the wig at no additional cost.
b.    Or, we will issue the customer store credit with a 10% courtesy discount toward their future purchase.

 Below we will truthfully address the false claims made by Ms. Salma (the Customer):

1.    MS. SALMA STATED OUR PRICES ARE OVER RATED: Our pricing is reasonable and matches our competitors. Ms Salmas wig was actually higher in cost than usual only because at the time of her purchase she choose the custom options for a hidden knot injected Silk Top which is $75.00 extra and also choose the option for Medium Heavy to Heavy (150%) Density with is $70.00 extra, as well as the Payment Plan set up fee, which is $5.00 extra when you opt for Payment Plan Purchase. Her total extra charges were $150.00 due to her selected option upgrades. All these extra cost are visible and clearly explained on our web site.

2.    MS. SALMA STATED HER WIG ARRIVED LATE (12 WEEKS): This is not true. At the time of her order, Production Time for a Silk Top wig is clearly listed/described on our web site as 6-8 Weeks. Her wig arrived just under 8 weeks. She placed her order on 09/13/2009 for a Custom Silk Top Wig with Medium Heavy to Heavy (150%) Density. On 09/14/2009 she requested a change in the hair texture from Silky Straight to Light Yaki Straight, quoting from her email I apologize. I selected the wrong hair texture and wanted to know if I can change it. I did not see that Silky Straight was for Caucasian women. Can we please change it to African American Light Yaki Straight? The change just slightly delayed the production start date a few days with our manufacturer.  Her production began on 09/17/2009. Her wig still completed production on 11/10/2009 and was styled and shipped out within the next few business days on time via USPS Priority Mail (we have a record of the USPS shipment confirmation number which can still be tracked, but to protect the customers identity, we will not type it here). Her first email in which she initially expressed her concern in the color and density is dated on 11/18/2009 this alone proves that her wig arrived to her on time and within schedule.

3.    MS. SALMA STATES WE DID NOT MAKE WIG ACCORDING TO THE HAIR COLOR TYPED IN HER INSTRUCTIONS: As stated earlier, for some customers who are new to wearing/buying lace wigs or are not familiar with hair and/or hair color blends + color mixes, you can unknowingly select a custom color combination not realizing what the end outcome will be visually until it actually arrives in the mail and in your hands. This unfortunately was the case with Ms. Salmas custom lace wig.  She requested an EVEN blend of hair color #1B and hair color #DB2 [a Dirty Blonde Hair Color] at the front and top half of her full lace wig and was very unhappy with her requested results.  To quote her hand typed instructions word-for-word on her invoice ADDITIONAL INSTRUCTIONS: More #1B Base color in the back and bottom of lace unit, more evenly blended #DB2 at top and front of lace unit. We can only construct and produce a custom wig based on customer instructions. Ms. Salma saw a photo of a lace wig worn by Beyonce on our web site and copied and pasted only a portion of the instructions/description of the color blend (not the full color blend description. Nor did she reference in her instructions that she wanted the hair color to match or look like the photo she saw on our web site). Because we are sensitive to this type of innocent mistake, that can occur on rare occasion, we offered to correct and alter the hair color to better suit her desired preference at no cost to her whatsoever and she agreed. We also credited her shipping cost later.

4.    MS. SALMA STATES WE DID NOT MAKE WIG ACCORDING TO THE REQUESTED DENSITY: She placed an order for Medium Heavy to Heavy (150%) Density lace wig. When she received her wig in the mail, Ms. Salma expressed that she was expecting a very full and heavy wig to arrive, which is not going to be the case with 150% density - for this type of notably heavier density, Heavy to Extra Heavy (180%) or Extra Heavy (200%) should have to be selected. Her wig was constructed with the correct 150% density. But, because she was very upset with the results and WE felt that she may have misunderstood what to expect in terms of density we offered to bump up the density of her wig to at no additional charge. We also explained that the fuller hand tied density would be added only to the lace portion of the wig and not to the Silk Top portion of the wig. She agreed and expressed that she was grateful.  We added fuller the density as agreed, but still when she received it, she felt the wig was not full enough. However the weight of the overall hair vs. the wig was cuasing tension, and was actually begining to strain the lace especially in the front portion of the wig.

5.    MS. SALMA STATES THE WIG REPAIRS/UPDATES TOOK TOO LONG: Yes, it does take time to carefully update a wig that has been constructed, especially a Silk Top. Rushing the process would damage the wig if done incorrectly (especially when re-coloring the wig).  In addition to upgrading the hair density, we also had to color/reprocess Ms. Salmas wig twice (with re-coloring and stripping) and it had to be done carefully to preserve the quality of the hair so that is was not over processed. We explained all this to Ms. Salma.  She even expressed in one phone call that she understood (for us not to worry) and that we should take our time.

6.    MS. SALMA STATES THAT TWO (2) PHOTOS OF PEOPLE WHO WEARING THE WIG ON OUR SITE WORK FOR THE COMPANY: Yes, we actually encourage our employees to wear and handle lace wigs as it gives them a better understanding of how to apply the lace wigs for our customer and also gives them a better understanding overall of the maintenance, use and care. It allows us them to better answer customer questions.

7.    MS SALMA STATES SHE HAD TO CONTACT US 46 TIME: We do not want to embarrass the customer, but sorry... this is blatant LIE and we dont understand what her motive is this exageratted fabrication. Also, at no time did Ms. Salma have any difficulty contacting us by either phone or email. The first email we received from the customer was on 11/18/2009 and we responded to her email within 24 hours. Our customer service department remained in contact with her as needed to keep her notified of her order status and updates. We have always did our best ensured that we were available to answer any and all of Ms. Salmas questions and concerns.

8.    MS SALMA STATES WE STILL DID NOT MAKE THE CORRECT UPDATES NEEDED TO FIX THE WIG: In all honesty, WE did. We even offered the customer the option of getting either any new In Stock Wig she wanted, or getting a new custom made wig from scratch when she expressed she was still dissatisfied with the wig updates made (she felt the front portion of the wig was too dark, and was closer to #1 as opposed to #1B). But she said shed prefer to keep the wig and to quote her email The changes...  were perfect EXCEPT for the 2 or so inches of jet black hair instead of 1B I requested in the front. I had an issue with the color. You corrected that. I had an issue with the part. Your company PERFECTED THAT. Again, my problem is with the jet back hair in the front. .. just have the #1 color corrected. We did actually mail the wig back and resend it to her a 3rd time. But again, she was not happy with the density and wanted it fuller than the already updated 150% and accused us of swapping the wig out for a different one with the correct color but lighter density which is not possible.

9.    MS. SALMA CLAIMS WE THREATENED TO TAKE LEGAL ACTION AGAINST HER: Again, this is not true. It is actually quite the opposite. She called and emailed us and even sent us a certified letter with this treat three five times. We told her that we were not in error in all honesty, and that she had a right to seek legal action is she felt she needed to.  Also, we told her that we do have our records and emails as proof of the facts concerning the transaction and dates. She stopped threatening to take legal action against us after that.

10.     MS. SALMA STATES THE WIG ARRIVED WITH HAIR FALLING OUT OF IT: This is not true, in all her complaints concerning her wig, she never addressed or mentioned that the hair was falling out. More importantly, we would not ship a damaged wig to any customer. Again, we offered the customer the option of getting either any new In Stock Wig she wanted, or getting a new custom made wig from scratch (free of charge/even exchange) when she expressed she was still dissatisfied with the wig updates made . But she said shed prefer to keep the wig If the wig truly was damaged or shedding, why did Ms. Salma say she wanted to keep it? Shouldn't she have been eager to return/echange it if it was truly damaged?

11.    MS. SALMA STATES THE LOVE MY LACE WIGS IS THE WORST COMPANY EVER BUILT: This comment is also untrue and also very illogical for many different reasons. We have many sattisfied customers who contact us to let us know they are happy with our products and services. Please see the email below from one of our many satisfied customers submitted 02/27/2010 by a customer who purchased a "Ms. Opal" 14" Custom Made Payment Plan Lace Wig:

"Hi, I just wanted to let you know how much I am enjoyin wearing my lace front wig. It's been 6 months now, and people still walk past me giving me a double take trying to figure out if it's my hair or a wig. The moment I put it on and wore it to work, I got so many compliments. Some actually thought I had stopped wearing a weave. They couldn't believe it was a wig, because it was so different from the others who were wearing the lace front wigs. This wig is so natural, and the baby hairs truly make a difference. I will be ordering my second wig next month. Thank you so much for making a big difference in my life. It was well worth the investment. I can't begin to tell you how much money I've spent on tracks over the years, trying to achieve what this lace front wig has done for me. Thank you, thank you, thank you. I don't have picture of myself, but I had to let you know how much I love my wig." (Submitted 02/27/2010)


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As stated earlier, we do apologize to Ms. Salma, as our goal as a lace wig/hair product and service provider is to ensure that all our customers are satisfied in the end with the product they have received. We too have been frustrated with the outcome. We are still open to resolving the issue. We would still like to again extend the same courtesy exchange option to Ms. Salma (the Customer). If she desires to exchange the wig for either any new In Stock Wig she wants (of equal or lesser value), or get a new custom made wig from scratch (free of charge) as an even exchange we are open and willing to do so at this time.  We will also cover shipping charges. Please feel free to reach us at your earliest convenience is you have an interest.
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Customer Service
Love My Lace Wigs
11799 Beechnut Street
Suite #E
Houston TX, 77072
(877)-800-8175