The truth about wigs and cuticle lock: I need evidence for full refund

I have been ordering my extremely expensive European processessed human hair wigs from the same salon for a couple of years due to my extensive alopecia areata that has left me virtually completely bald. During this time I have had problems with shedding due, ostensibly, to the fact that I chose a very light blonde color. When I ordered my last $2500 system I was forced to sign a contract stating that I could not return the system if there were any problems relating to the "color". I was desperate and vulnerable at the time and made the mistake of signing.

When I received my new system the hair was coarse and tangly, with several jet black, red, and yes pink, hairs intermixed with the blonde that I had asked for, but I tried to work with it. The salon did a "treatment" which I assume was a "bleach bath" to "seal the cuticles" and wanted to do another one when that didn't ameliorate the problem. I spent hundreds of dollars on brushes, combs, detangling sprays, shampoos, and conditioners all to no avail. Finally, the other day -- after I had the disgusting excuse for a top-of-the-line, top dollar (but really bottom of the barrel) hair system for about a month -- I washed it with the latest shampoos and conditioner that promised to be a panacea for all my horrible hair woes. When I got out of the shower the underside of the hair was so matted and tangled it looked like I had dread locks. While the top layer of the hair was decent, the underside was so tangled that my hair dresser said even a bleach bath would be futile.

I told the salon that I believe the system is suffering from a common wig dilemma called "cuticle lock" where the cuticles are not completely removed and are not all going in the same direction, therefore the hair becomes tangled and the hairs get stuck on eachother. No one at the salon had ever heard of cuticle lock, which I found shocking, and the salesperson accused me of making up "some bullshit about it being sown wrong to get out of my contract." Please, I need my alopecian sisters and brothers to post their experiences and knowledge of this bane of the existence of many who wear hair known as cuticle lock. I may need this as evidence that I am entitled to either a new system or a full-refund. I cannot afford another system at this time, and need to get this situation resolved in my favor. It is bad enough that the costly insurance I have doesn't even make a dent in the exhorbitant costs of purchasing and maintaining my hair systems. Please post your cuticle lock experiences below, and clearly state that they were not related to the hair being too light. Thank you very much!

Views: 557

Comment by Dominique Cleopatra on March 10, 2013 at 12:51pm

Thank you Aimee! I threatened possibly taking them to small claims court, but I really hope we can come to some sort of an agreement, since I would like to keep doing business with them if possible. I have gotten decent systems from them in the past.

Comment by Lexi on March 10, 2013 at 9:48pm

I have no knowledge of cuticle block. However, I was taken to the tune of $2000 for what was called an integration system and supposedly it was HH that was matched to my hair. It no more matched my hair in any way shape or form...I thought about small claims court, but the person selling me this system, Lori from Custom Hair in Tampa, just kept telling me should would try again to order hair. I just plain didn't want anything to do with it. I think so many of us go through countless trial and error, and spend a lot of money.

Comment by Dominique Cleopatra on March 10, 2013 at 10:03pm

That's terrible! if I didn't want to work with that person anymore I would definitely take them to court, Lexi! It is truly shameful the way some people take advantage of those who have a condition and are vulnerable and in desperate need of help. I am hoping to come to an agreement with the salon I work with. Pray for me, and if you're an atheist keep your fingers crossed. I wouldn't let that person get away with it if I were you Lexi!

Comment by Brittany on March 11, 2013 at 6:48pm
Hi Dominique! Your story sounds strikingly similar to the same thing that just happened to me! I wonder if our pieces came from the same dealer? My custom piece was supposed to be a custom fit long blonde HH piece. It also had random strands of course stretchy black hair in it and would tangle into a giant birds nest right after it was brushed. I took mine to a friend that specializes in hair pieces and the things I learned a out my piece almost made me cry. She has been able to work wonders on the piece, if you'd like her info I'd be happy to share. Just send me a message! I hope everything works out for you!
Comment by Lexi on March 11, 2013 at 9:43pm

Dominique...I will pray for you! My situation was many years ago, and with working a very demanding job at the time, I didn't even have the time it would have taken to fight it. She settled by offering two pieces from her shop, neither of which I ever wore. I just didn't have the time or money to fight is. She would just insist that she would try again and again to get a better match for my hair. And this could have gone on for a long time. It took so long for the initial hair to come in, all to be a huge disappointment, and it would have taken equally as long every time she placed another order.

Comment by Karen Smith on March 13, 2013 at 5:34pm

I would suggest trying one of the lace wigs from a chinese site. We spent 3-5x the price on my daughter's first wigs and we are much happier now. We have all felt "taken" at some point in this wig buying process. I am really sorry this happened to you.

Comment by Dominique Cleopatra on March 13, 2013 at 11:56pm

Thanks for all your support and advice! I am still waiting to hear from them about whether they will do a remake. I don't know what is taking so long, what are they having a conclave. They picked a new pope in less time!

Comment by Lexi on March 14, 2013 at 8:16pm

Too funny!!!

Comment by Annie on March 15, 2013 at 1:56pm

I had a similar situation with a light red wig I ordered. After every wash it would take about 2 hours to brush out the absolute nest it became. On the 3rd wash it literally matted into a ball and was impossible to deal with. The company asked for me to send back and then they offered a full refund or to remake a new one (which I declined and went back to synthetics). Good luck with your situation, but you can share that this is common and the more respected companies refund or replace.

Comment by Petra on March 16, 2013 at 4:30pm

Hi Dominique, I had a situation many years ago where I ordered a custom wig.....after several attempts to order a wig that actually fit my head (Yes, custom) I finally had to take them to small claims court to get my money back. I too signed a contract, but the owner could not make good and I showed that I give her plenty of oppertunity to do so. Also I was able to get a letter from another wig salon backing up my claim that the wig was not as it should be. Good luck!


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