• Report: #954419
Complaint Review:


  • Submitted: Sat, October 13, 2012
  • Updated: Sat, October 13, 2012

  • Reported By: Amanda — Anaheim California United States of America
Internet United States of America

hairextensionsale.com MARKSUN INTERNATIONAL LIMITED will NOT give a full refund even though I complied with their refund conditions Shanghai, Internet

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On Sep. 23, 2012, I purchased a wig from http://us.hairextensionsale.com/. It was $35.95, light brown, and 14 inches long, according to this listing

I am 17 years old and used my mother's credit card and PayPal account to make the purchase.

I received my package on October 10, 2012 and promptly sent an email to the site's customer service. They did not respond, so a day later, I sent another email to their customer service. 

EMAIL 1: me to them
I asked for a refund or exchange because the product I ordered was incorrect and included a photo. I sent the email and 1 attached photo through their website.

EMAIL 2: them to me
"Dear Customer,

Sorry to hear that, what you ordered is  Oblique Fringe BOBO Wig Light Brown 1 , right?

If we sent you the wrong item, could you please take a photo for our reference?

We will help you solve it.

Thank you"

EMAIL 3: me to them
I sent an additional 3 photos: photo 1photo 2, and photo 3.

EMAIL 4: them to me
"Dear customer,

Thanks for offering us the pictures.

I can see that the color is light brown.

Please advise."

EMAIL 5: me to them
I advise by mentioning:

  • the incorrect color of the wig

  • the incorrect length of the advertised wig I purchased

  • my previous, more pleasant experience with their customer service in which I sent an inquiry concerning shipping
I also included 3 more photos. I included 2 photos of the wig, still in its original package, beside a tape measurer to prove the incorrect length. Worried they would refute I was just measuring the bag, I placed the tape measurer beside a strand of hair, too.

Also, I posted a screenshot of the email on Facebook, asking friends to comment whether or not the wig I received was light brown. I attached a screenshot of the Facebook screenshot, too.

EMAIL 6: them to me
"Dear customer,
I can see it's kind of  silver.

We would like to make an exchange for you.

Or we would like to offer you a partial refund for you  to keep  it.

Please advise."

EMAIL 7: me to them
I ask how much will I receive for the refund and ask how much shipping I will have to pay, should I choose the exchange option.

EMAIL 8: them to me
"Dear customer,

We would like to offer you $8 for you to keep it, which is also our best offer.

You see we really don't gain much profit given the low prices of our products.

If you  would like to make an exchange, you may have to bear the fee to ship the goods to us.

We will ship out the exchanged goods to you for free.

Please advise."

EMAIL 9: me to them
I state I'd like to exchange the wig and ask where I would ship the wig to.

EMAIL 10: me to them
I'm unsure if I'm allowed to quote this email, but all they typed was the address and a telephone number. The address was in Shanghai, and the phone number had an area code for a county in Florida. They also typed "Please advise." at the end of their email.

EMAIL 11: me to them
Before typing my response, I estimated shipping costs through USPS and UPS. Both came to $35+. I realized how ridiculous it was that I was being offered only $8 for a partial refund, even though I fulfilled their full refund conditions. I didn't open the package, I contacted customer service within 48 hours of receiving the package, and it was the company's fault for sending me the incorrect wig.

Thus, in this email, I argued I didn't break any of the full refund conditions. I further argue I don't deserve an $8 refund because, according to email 8, the website offers such low prices, they don't profit a lot, and thus, don't have sufficient money to provide me for a full refund. I think they were expecting sympathy or some other bullshit. 

Now, I am waiting for their response. I have been googling consumer rights, but I'm not sure which laws apply because this company seems to be based in China. I've also posted an online question on avvo.com and am hoping a lawyer will enlighten me. I have also contacted a friend of my mother who is a lawyer for her opinion on this situation. I haven't mentioned any of my legal actions to the site yet.

To anyone interested in making hair-related purchases, please don't buy from any branch of hairextensionsale.com. I purchased from http://us.hairextensionsale.com/ and I know http://en.hairextensionsale.com/ exists, too, so I wouldn't be surprised if they had other branches. 

I originally purchased from this site because many users on YouTube received products from this site and had a pleasant experience. Their advertising strategy worked. 

Does anyone know what I can do in this situation? Does anyone know if I'm eligible for a full refund? I would be more than happy to quote my own emails. I didn't include my emails because some of them are a bit long.

Thank you for reading my post.

This report was posted on Ripoff Report on 10/13/2012 01:32 AM and is a permanent record located here: http://www.ripoffreport.com/reports/hairextensionsalecom/internet/hairextensionsalecom-marksun-international-limited-will-not-give-a-full-refund-even-thoug-954419. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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