MaxWigs.com & Genuine Supply, Inc. / Received wrong item. Company won't correct error.
On September 21, 2008 I submitted an online order at Maxwigs.com for two (2) Easihair hair pieces. The product i.d. number for the hair pieces I ordered is EH-679. The product name is “Indulge”. The package arrived on Monday, September 29th.
I was home when the package was delivered via USPS at approximately 1:30 PM. I opened it immediately and found two (2) Easihair hair pieces, neither of which fit the description of the items I ordered. The hair pieces that were sent to me are product i.d. number EH – 678. The product name is “Precious”.
I located the number for the company on the packing slip and called them immediately. I got a recorded message indicating that because of the Halloween season, they were extremely busy. The message stated they could not take my call, but if I left a message and a phone number my call would be returned as soon as possible. I also went on line and sent an email to the company. I indicated they had sent the wrong items, and that I am not interested in the hair pieces they sent (which, by the way, I already own). I asked that they contact me and give me instructions to return them (still new in their packages) at their expense, and either send the items I ordered, or credit the amount of the sale ($32.25) back to my credit card.
On Tuesday, September 30, I received the following email from MaxWigs. “Dear Ms. *******, Thank you for your recent email. We do apologize immensely for the incorrect shipment, we have resent you out the correct items and you will have a delivery date of tomorrow via UPS. Take care, Max Wigs Sales Team.” I responded back immediately to thank them and to ask again for instructions to return the unused, unordered items.
I contacted MaxWigs again the following day (October 1) to tell them that the order had not arrived. I sent an email and called them on the phone. Again, I got the recorded message and left another request that they call me back as soon as possible. They neither responded to my email or my phone call.
I called MaxWigs again on Thursday, October 2nd. I told them that I still had not received the items and again, requested that they call me. They did not.
I sent an email to MaxWigs on Friday, October 3rd at 1:30 AM, as soon as I arrived home from work. I again stated that I had not received the replacement order, asked them to call me about the problem, and also requested a tracking number. In addition, I asked for instructions to return the items that were shipped in error. I told them that I have no intention of absorbing the cost of their error, and that if I did not receive a response from them about this problem by the end of the business day, that I would have to presume they weren’t interested in correcting their error and would refer the matter elsewhere. Again, there was no response.
I just visited their website again this morning to double check product item numbers. It appears that they have removed the advertising for the item that I ordered and it is no longer available. However, I still have the copy of my original order and the packing slip that was enclosed. It is my guess that the items were not in stock when I placed the order, and that they decided to substitute the closest thing they had, rather than tell me they could not fulfill my order. The items were shipped from Genuine Supply, Inc., 7777 Greenback Lane, Ste. 200, Citrus Heights, CA 95610. The business license indicates that the agent for service of process (probably the owner) is Matthew S. Lindholm.
Their company policy does, in fact, indicate that there are no refunds or returns; however, this was their error, not mine. I was certain about my order, and had I received what I had ordered, I would not be posting this now. Their policy also states that if you dispute the sale with your credit card company, which I intend to do, they will bill your card for $75 to cover the cost of their research. I wasn’t concerned about their policies because, as I stated, I was ordering exactly what I wanted. The order was correct from my perspective. MaxWigs and Genuine Supply are in error.
I am only requesting that the correct items be shipped, or if they cannot fulfill the order as submitted, I want my card credited for the charges. I am also requesting that they tell me how to return (at their expense) the unopened items that they shipped in error. I am not at all interested in substituting the items they sent for the items that I ordered. I believe that this is a fair request, and I also believe that they are avoiding my attempts at further communication.
I called them again today. Again, I was greeted by the recording. I also sent 2 emails. The first was to express my concern over my suspicions that this was a bait-and-switch; the 2nd email was to tell them that they are in violation of the California Business and Professions Code, requiring internet merchants post their street address and owner information on their website. They have not responded.
I have since filed complaints with the BBB, Consumer Affairs, [redacted]s and my credit card company. Even if Maxwigs resolves my complaint satisfactorily, I will stay away from them and all of the websites they are operating under other names.