March 13, 2013 I placed an order on lacewigs.com website for 14" Silky Straight #4 Medium Brown, Full Lace Wigs 100% Indian Remy Human Hair [Sf120003] $249.99, Order #WIG20130313548649. I received the product via FedEx on March 19th and after opening the product what I received was not the description I ordered on the website. March 19th I contacted lacewigsbuy.com using their live online chat portal and had a session with Katharin whom I told about my dissatisfaction with the product and I also would be returning it for a full refund and also requested return shipping cost.
Initially in Katharins live session with me she wanted me to take and send a picture but then concluded for me to just send the product back. I wanted to return the product using United Parcel Service (UPS) for a tracking number but was advised to send back the product using United States Postal Service (USPS). [continued below]....
..... When I questioned why, Katharin told me it would be cheaper or ten dollars and specifically wrote in the live session how to describe the product on the mailing package, I obliged.
March 19th A Customs Declaration was provided to me by USPS and a paid receipt that I followed-up with lacewigsbuy.com using their online portal. I contacted by telephone PayPal (my payment portal) concerning the return merchandise. March 29th I contacted lacewigsbuy.com about the status of my refund and was told the return had not been received. For every live chat session I had with lacewigsbuy.com I would be told the return shipment had not been received. The following dates were my live chat interactions with lacewigsbuy.com: March 19, March 29, April 2, April 3, April 4, April 5 and April 8.
April 5th during a live online chat session with lacewigsbuy.com representative and after commenting about my unsuccessful attempts to contact them by telephone a telephone call was placed to my residence by the representative. A discussion regarding my refund was the topic as well as not being given by lacewigsbuy.com proactive or definitive responses about my refund, and then my call was transferred from the representative Laura to supervisor Marty. When I questioned Marty on why was I told to send merchandise to a return address that never seems to arrive, Marty told me it is their factory in China.
The address I returned their product back to: Xu Kui, 19-3 building A XinLongDa., MeiZhuanXiao ST.ShangQingSi , YuZhong District, Chongqing,400010, China. Furthermore, when I stated that the China address is not listed on their business website, Marty became quiet and later said no, and the address is not listed on their website. I became really wary. Marty strung me along and told me about the Chinese Holiday April 5th and their factory is closed and he would check on my return, something he never did. For every live online chat interaction I had with lacewigsbuy.com I notified PayPal telephoning them regarding my online live sessions with lacewigsbuy.com.
The live online chat portal is a fraud; the pictures used by lacewigsbuy.com when a customer signs on for a chat session is very deceptive and are not the pictured person the customer is speaking to. The pictures and names associated with lacewigsbuy.com online chat portal are Caucasian with American names like Katharin, Rita, Laura, Zoe, etc while the person whos behind the pictures and typing responses back to the customer are Asian.
April 8, 2013 I had a final session with lacewigsbuy.com informing them that if my refund is not returned back to my PayPal account within 24 hours I would contact Service Alberta, U.S. Consulate General Calgary and the Better Business Bureau/Canada and their response to me via live chat and then an email was I would get my refund within 4-7 business days. Now the 7th day or April 17th generally would close out a PayPal claim dispute with a seller but not under certain circumstances and this I believe lacewigsbuy.com was counting on.
I telephoned PayPal April 8th and PayPal sent an email notification to seller (lacewigsbuy.com) to respond back to them in three day and according to PayPal should lacewigsbuy.com demonstrate failure to notify PayPal I would receive a refund back to my PayPal account for $249.99. April 12th PayPal reversed the cost and refunded back a refund. I have not heard anything further from lacewigsbuy.com and at this point dont care to. This has been the most exhausting, stress-filled and aggravating experience and I hope no one else goes through it. I will contact those aforementioned agencies to bring awareness to lacewigsbuy.com about its business practices.