horrible experience with the exception of Malia

Posted by proservice on 9/9/2008

I am a stylist who was recommended to Well's by a fellow employee. I was searching for a wig for a client of mine who had been recently diagnosed with cancer. I had been told that these situations were Well's specialty so I drove from North Portland out to Beaverton to get the best service and quality. Malia helped me with the selection, the ordering and general care advice. She was very knowledgable, caring and personable. She answered any questions I had about the wig itself. After finding a slyle and a color not in stock I was told that I would receive it in about one week, shipped to my client's house. I called my client (who at this time was not wanting to leave the house because of her hair loss) and placed the order. The order did not come in one week, or two, or even three. When I called after two weeks to find out the situaition I was told it was on back order and we wouldn't receive it for another two to three weeks. I was upset because I was told there would be no refunds given even though I didn't have the product or a guarantee of when it would arrive. Meanwhile, my client was suffering at home, not able to purchase another wig and waiting for her's to arrive. When I called to speak to someone to voice my disappointment I was treated on the phone (not by Malia) as if I were the problem. I was given an excuse about the back order, I was blamed for Well's not having my phone number to contact me (even though they had my salon information) and was not even given an apology for the situation. I was trying to do the best for my client who was suffering through a hard time. I went out of my way to go to Well's and I would now never recommend them to anyone. The store policies and the staff (with the exception of Malia) were unprofessional, rude and completely not helpful. Don't waste your time.