Public Mediation

Best wig outlet Dispute

E. S. vs. Best Wig Outlet
2554 W Via Palma, Anaheim, California, 92801-2623, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Best Wig Outlet
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 1615016
    • Amount Involved: N/A
    • Filed On: May 02, 2014
    • Posted On: May 13, 2014
    • Complaint(s):
      • Problem with a service
      • Problem with a product
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I bought a wig from this company. When the wig arrived, it was the wrong color and it had no style and was completely frizzed out, and did not look at all like the picture being shown in the advertisement. I called within an hour of receiving the wig and asked the lady if I can return the wig. Not wanting to be rude, I just said that the wig had too much hair and I want to return it in exchange for another wig. She said she will give me instructions to what I must do to return the wig, which I did. She did not said anything about that I should state any reasons for returning the wig. And I did not give any, not wanting to be rude and tell her that the product they sent me was a piece of worthless merchandise. After they received the wig back, they let me know that it was me that messed up the wig and that the wig is not in the original form that they sent to me. They wanted to have me pay a 50% restocking fee (who are they going to sell it to next that also then have to pay a 50% restocking fee?) or take the wig back. I do not want the wig back. It is worthless. I paid $51 for (including shipping and handling) for nothing. Now they want me to pay half for of that money - for what? If there was nothing wrong with the wig, why would I have wanted to sent it back within an hour of receiving it? I could live with the wrong hair color, but the wig was a total loss as far al style and shape."
...
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Additional Communication Between Claimant and Best Wig Outlet Hide
  • May 09, 2014, Best Wig Outlet (responding party) added:

  • Add yourClaim #1615016-229837 Elsa Stahl

    Customer Elsa Stahl placed an online order #2137367, on 4/02/2014 at 18:37:46.
    The customer agreed to our return policy by clicking the checkbox that states, “By selecting the checkbox and clicking the “process order” button, I acknowledge that I have read and agreed to Our Policy, Privacy Policy and the terms incorporated therein.”(Please refer to the policy attachments we have included that are relevant to this case).UPS tracking details show that the item was delivered on 04/10/2014 at 3:12 P.M. to Elsa Stahl, 32156 166th St, Lebanon, SD 57455, Tracking # 1ZW013970351662521 (See UPS Proof of Delivery).The customer called and requested a RMA (Return Merchandise Authorization) number on 4/10/2014; RMA #AP14040 was issued and since there was no mention of any concerns or complaints our standard return policy was provided. On 4/15/2014 the customers return was received and inspected was completed (this is standard procedure for ALL RETURNS).
    A voicemail was then left to notify the customer that the item was not in original condition.(A 50% fee was offered otherwise the item would be refused and returned back to the customer.) Only then did eh customer mention her complaint regarding the style. A 2nd inspection was then processed by the manufacturer however the same result was determined. Also, ALL items when ordered are sent in a NEW CONDITION by the manufacturer directly; our order documents confirm that the was ordered in. A refund minus the 50% fee was the processed- Total of $21.48 was refunded back to the customer. Please review the information regarding this order. I am sure you will make the best decision.
    Thank you.
    information here

  • May 09, 2014, Claiming party added:

  • I habve seen a picture of the Venus wig om the internet. I liked it and that was the reason I bought the wig. I did not see a picture of a frizzed out wig with no style and form and decided that yes, I want to buy that wig. And when I received said frizzed out wig, deceided that I no longer want it and that I wanted to sent it back. I sent your wig back because it looked nothing like the picture that you have advertised. What could I have possibly have done to the wig in half an hour's time to make the wig look like that? The bottom line is that you have sent me an deffective product and now you do not want to take ownership of the problem. All I ask for is the wig that I have seen in the picture. Not the one you eventually sent me. Your terms and conditions do not state that you can send me a deffective product and that I have to pay for it. I ordered an item and was reasonably expecting to get the product that I have seen and paid for. You did not provide that and that is why I have this claim.

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: the same wig, but looking like the picture attached to the product, or the one I marked in exchange. May 16, 2014 N/A
Cash
1. Other – Pay for claim posting cost May 16, 2014 $7.99
2. Other – Physical delivery charges May 16, 2014 $2.99
Cash total : $10.98
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Claim #1615016-229837 Elsa Stahl

    Customer Elsa Stahl placed an online order #2137367, on 4/02/2014 at 18:37:46.
    The customer agreed to our return policy by clicking the checkbox that states, “By selecting the checkbox and clicking the “process order” button, I acknowledge that I have read and agreed to Our Policy, Privacy Policy and the terms incorporated therein.”(Please refer to the policy attachments we have included that are relevant to this case).UPS tracking details show that the item was delivered on 04/10/2014 at 3:12 P.M. to Elsa Stahl, 32156 166th St, Lebanon, SD 57455, Tracking # 1ZW013970351662521 (See UPS Proof of Delivery).The customer called and requested a RMA (Return Merchandise Authorization) number on 4/10/2014; RMA #AP14040 was issued and since there was no mention of any concerns or complaints our standard return policy was provided. On 4/15/2014 the customers return was received and inspected was completed (this is standard procedure for ALL RETURNS).
    A voicemail was then left to notify the customer that the item was not in original condition.(A 50% fee was offered otherwise the item would be refused and returned back to the customer.) Only then did eh customer mention her complaint regarding the style. A 2nd inspection was then processed by the manufacturer however the same result was determined. Also, ALL items when ordered are sent in a NEW CONDITION by the manufacturer directly; our order documents confirm that the was ordered in. A refund minus the 50% fee was the processed- Total of $21.48 was refunded back to the customer. Please review the information regarding this order. I am sure you will make the best decision.
    Thank you.
    "

This claim will remain posted until resolved.

  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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