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I am an overseas customer of Sam's Beauty and initially I found their customer service was great, until recently. I buy wigs for a group of women with alopecia. If there is ever a defective item, Sam's Customer Service was excellent in the past, HOWEVER, WHAT THEY HAVE DONE RECENTLY, BEGGARS BELIEF! So I have deleted my earlier review!
We have found a trend amongst online wig sites, to duck for cover, ignore you and refuse to refund or fail to give you any advice on HOW to return a defective item, making purchasing wigs very stressful for women that are already stressed from hair loss due to chronic illness, alopecia, cancer, chemical hairdresser burns, etc. Initially we thought Sam's were great and took very good care of their overseas customers and we even emailed them to THANK them... however, recently we had the most HORRIFIC AND RUDE EXPERIENCE. I AM STILL IN TOTAL SHOCK!
Our group frequently spend over a THOUSAND dollars a month buying wigs though Sam's Beauty alone.
A member who normally orders and loves the Sensationnel Inna Couture wig in the colour DR613 as her daily go to wig, decided on the Sensationnel Couture Maylene in DR613 wig instead, as the Sensationnel Inna style was out of stock. When we received the order of 6 Maylene wigs, only the 2 dark units out of 6 units were OK. All three of the DR613 and the one SOM2PKW Maylene WIGS had tracks showing through the hair so we sent photos of the defective wigs with the tracks showing to Sam's Beauty.
Sam's responded that it is normal for the lighter colours to have tracks showing and would not accept our defective item case. I suggested we make a RETURN of the items though PayPal. That is when things got VERY NASTY and Sam's sent the rudest and most offensive response I have ever seen when asking for a return, saying that if we made a return though PayPal they would 'PLACE OUR ACCOUNT ON FRAUD' so we would not be able to purchase off them again! * Please refer to attached emails and photos.
These Maylene wigs need to be returned to the Manufacturer as their lighter colours are defective with not enough hair or darker roots in the back to cover the tracks and this problem needs to be rectified because it could be a really great style. We purchased the Maylene wigs from Sams and they should be the ones to return them to Sensationnel. It is not acceptable to send out poor quality product. Other blond wigs we have received from Sam's in this Sensationnel range have been fine.
We recently backed off buying from Sam's before this, as they were also sending us out stock to us that had very badly damaged packaging which is NOT OK.
Well, Sam's Beauty, you are NOT THE ONLY SUPPLIER WE BUY FROM. It's YOUR LOSS due to your own arrogance!
Tip for consumers:
Research carefully to see if there are any issues with a wig before you make a purchase from Sam's. If something is wrong with it, you MAY have issues, as rude and arrogant service is repeatedly showing up throughout other review threads.
BEWARE - Where there is smoke there is fire !!!!!
I had two defective wigs in my first shipment of about 20 wigs (all other wigs were beautiful) and I emailed Elevate Styles the pictures of both defective wigs with tracks showing through the hair, including labels and packaging. These two wigs are unwearable. The only response I received is that I should complain to the manufacturer and I have had no response regarding making a return or the issues of tracks showing through the hair and huge amounts of shedding on two wigs that are only worthy of the rubbish bin. I have emailed their customer service about 5 times through my account link to their customer service and once in response to their email stating diminished responsibility to go to the supplier. WORST CUSTOMER SERVICE, I HAVE EVER EXPERIENCED. DO NOT BUY FROM ELEVATE STYLES they may be OK when things are going well, BUT THERE IS NO SERVICE when you have defective items!
Elevate Styles advertised FREE shipping during a SALE and we went through checkout believing the shipping was FREE only to be charged for shipping a few days after the sale had been processed. In Australia, it is illegal for a Business to advertise something and not honour it, even if it was a mistake!
If you want excellent customer service, go to SAM'S instead, they look after their overseas customers and you get a reply straight away.
I buy wigs for an alopecia support group and we want to be able to shop with confidence. I have wiped ELEVATE STYLES as a supplier of wigs for our group because I honour defective items for members who have already put their money in towards their purchases. It is disgusting that the buck stops with me!
Just as we have posted in reseller ratings: Hello Robyn, Sorry you had a bad experience. We are glad that most of your units (18 of the 20) were to your liking. In regard to returns please follow normal return procedures which you can do from your account page under order history. It is also recommended to make a manufacturer claim as they often offer replacements. We also hope that the discounted shipping we offered you going to Australia was also helpful. Normally we charged up to $150 for this. We hope that the rate of $25 we charged this time around shipping 20 units to Australia more than compensated for your concern this time around.
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This company should be shut down. Worst customer service ever, and they will make you jump...
They never refunded my money for an order that I returned nor did they respond to emails...
Robyn S., In regard to your review, we have on many occasions accommodated you with refunds for defected item's although we are already aware that you order a lot of repeat item's and when you order the lighter colors every time you order these lighter color's, you contact us stating they are defected. We have accomdated you as you are a good and regular customer of our's even though we know the manufacture makes those lighter colors that way. The first time we denied a claim, you began to be upset. We have never denied a claim in the past from you, but we did inspect those item's and compare with the item's that have been sent to us by the manufacture and those item's are made by the manufacture that way. We can not continue to give you refunds for item's that are as is made by the manufacture that way. We understand you ordered from us frequently but we have to treat our all our customer's equally and we would have denied the return with any other customer who has such a history of claiming defected item's. We apologize that you were inconvenienced by the resolution, but we would have had to place you on fraud for the PayPal claim reason being you would have received a full refund for your order, even the items that were satisfactory PayPal does not partially refund. Basically you would have received your funds and kept our item's. Again we apologize that you feel inconvenienced.