Why Did I Receive Fewer Hair Than Ordered?
Discovering your eagerly awaited hair extensions package contains fewer bundles than you ordered is undeniably frustrating. We completely understand that sinking feeling – you’re excited to style and install, only to be halted by confusion and disappointment. At Moresoo, we take accuracy and your satisfaction incredibly seriously. If this happens to you, please know we are here to resolve it swiftly. This post explains why shortages might occur and the crucial steps you take to get it fixed.
Understanding the Possible Causes (It’s Rare, But Happens):
While we strive for 100% accuracy in every order, human and logistical complexities mean occasional errors can slip through:
- Picking & Packing Oversight: In a busy warehouse, a staff member might misread an order slip, grab the wrong quantity from the shelf, or simply miscount during packing. A momentary lapse can lead to a bundle being missed.
- Supplier Short-Packing (Rare with Us): While we rigorously vet our premium Remy hair suppliers, very occasionally, a sealed wholesale package might contain fewer bundles than labeled. We check incoming stock, but if a sealed unit isn’t opened for inspection, this can go unnoticed until a customer order is packed.
- Damage During Transit (Less Common for Bundles): While more likely to affect individual wefts within a bundle, severe handling could potentially cause an entire bundle package to be lost or damaged beyond inclusion. Our packaging is robust, but carriers aren’t always gentle.
- System Glitch (Extremely Rare): An error between the order processing system and the warehouse picking list could theoretically generate an incorrect packing instruction. We have safeguards, but technology isn’t infallible.
Crucially: What YOU Need to Do IMMEDIATELY:
Time is of the essence! To enable us to investigate and resolve your shortage claim quickly and effectively, follow these steps as soon as you open your package:
- DO NOT OPEN Individual Bundle Packaging: This is absolutely vital. Leave any sealed plastic or wrapping around the bundles themselves intact. Opening them makes it impossible for us to verify the shortage claim with our supplier or process a replacement/refund efficiently.
- Take Clear Photographs:
- The outer shipping box showing the label with your order number and address.
- The entire contents of the package laid out clearly, showing all items received.
- Close-up shots clearly showing the labels/quantity markings on the bundles you did receive.
- Any visible damage to the outer box or internal packaging.
- Contact Us IMMEDIATELY: Reach out to our Customer Support team within 24-48 hours of delivery confirmation. Provide:
- Your Order Number.
- A clear description of the missing item(s) (e.g., “Missing one 22-inch Jet Black 120g clip in hair”).
- The photographs taken in step 2.
How Moresoo Will Resolve It
Once you contact us with the required information and photos:
- Prompt Investigation: We will immediately review your order details, packing records, and the photos provided.
- Verification: We’ll assess the evidence. Unopened bundle packaging is key for verifying the shortage, especially if a supplier issue is suspected.
- Swift Resolution: Depending on our findings and current stock availability, we will offer one of the following:
- Priority Shipment of Missing Bundles: If available, we’ll dispatch the missing bundles to you ASAP, often at no extra cost.
- Full Refund (if preferred): If you no longer want the order fulfilled, we will arrange a return and full refund upon receipt of the unused items.
Our Commitment to Accuracy and Quality
We sincerely apologize for any inconvenience caused by a shortage. It goes against our core values of providing premium hair extensions and exceptional service. We invest heavily in quality control and staff training to minimize errors. Every reported issue helps us improve our processes further.
Don’t Hesitate – Let’s Fix It!
Mistakes happen, but your satisfaction is non-negotiable. If your package is short, please follow the steps above and contact our dedicated support team at contactus@moresoo.com or text (505) 226-6688 immediately. Include your order number and those essential photos of the unopened bundles and package contents. We are committed to making this right quickly so you can enjoy the gorgeous, voluminous hair you deserve. Thank you for your understanding and for trusting Moresoo for your hair transformation needs!
