Complain about a product or service

Copa - Order Not Received

Copa Hair Products • Doesn't work • Not received • No refund • Unauthorized charges • Copa responds --- • Copa Settles Federal Charges

On September 5, 2000, Gail of New Castle, DE, wrote:
I ordered Copa Hair Care Products over the phone, it was a special offer, for $19.95, which I was supposed to receive within 2-3 weeks, that was in the first week of July, and since then, my credit card has been debited over (3) times for a product I did not receive. I had to just call my bank and block the use of my card, to stop Copa from debiting my account again, since they have caused me numerous overdraft fees well over $140.00 in fees.

On September 1, 2000, Sheryl of Washington, DC, wrote:
I ordered the Copa product on August 18, 2000. I was assured by the customer service representative that if I paid the entire amount of $49.85 that my order would be delivered in seven to ten business days. It is now September 1, 2000 and still no product.

I tried calling the 800-number to see if there was a problem with my order, and I was given the main office phone number which constantly rang busy. When I finally got through, a rude representative told me, "I don't know why they (the 800 number) keep telling yall that. It takes two weeks for the order to be processed and another two to three weeks for delivery".

If I can add correctly, then that is at least a month. What happend to the seven to ten business days? I told the representative at the main office if this company charges my credit card without delivering the product first, I will file a lawsuit against them. Looks like this company has scammed quite a few people.

On Aug. 3, 2000, Liz of Chicago wrote:
I saw their infomercial and ordered some hair care products on June 3rd using an check for $49.85. On June 16th the money was withdrawn from my account. On July 11th I called to find out where my product was. They said it had been shipped on June 22nd bulk mail so wait another week. It did not arrive, so I have attempted to call them several times this week but the line has always been busy. I accessed thier website through yours on August 1st, emailed them that I wanted my product by the next day at no additional cost to me or immediate refund. I wanted a response within 24 hours or I would contact the appropriate government agencies and file a complaint.

I still have heard nothing from them. I have not received a product. I have not received a refund. Their line remains busy. The people that man the ordering phones know nothing about the product. The person I did get ahold of at customer service was rude and unhelpful.

On August 2, Michelle Livingston of Stockton, CA, wrote:
I saw an advertisement for Copa on TV. It sounded great and with Debbi Allen as a spokesperson I figured it was a good product. I called to place an order - that was 3 months ago. I have yet to receive any products but yet a total of $79.65 has been deducted from my account. Two weeks ago I went online to get some information regarding Copa and came across some rather disturbing dialog, several being non shipment, the company not honoring refunds and unauthorized charges.

As I researched a little more I came across an email address for Copa - Two weeks ago I wrote them and told them that I had not received the products that I'd ordered - I was promptly billed another $49.75!!! There were four separate deductions from my account on July 28th from Copa, $3.95, $5.95, $9.95 and $29.90 totaling $49.75. Is this a joke or what? I sent an email to complain and I have to pay for it!

I'd contacted my back two weeks ago and explained the situation to them, after reading the testimonials about unauthorized charges - my bank cancelled my card and issued another one in the hopes that Copa would not be able to continue deducting funds from my checking account - well, we were wrong.As a result of Copa deducting funds without authorization, which overdrew my account, I was charged overdraft fees. Granted, I did authorize the first payment but I have not received any products and I'm still being charged on a monthly basis - this is ridiculous.

On July 26, Sharon of Richmond, VA, wrote:
I ordered this product in April. The product came at the end of June and it was incomplete. Upon ordering I was told that I would receive a free supply of shampoo and conditioner. I called the customer service department to tell them that I had not received the conditioner and shampoo with my order. The gentleman who answered the phone hung up the phone on my 4 times. I was so upset, I called back a fifth time and spoke with another gentleman who placed the order for my shipment of conditioner and shampoo. I then spoke with a manager who agreed to speak with Marven, the gentleman who hung up the phone on me.

I did receive a shipment during the week of July 15th in my mail box. This shipment was a new supply of the curl activating system. I didn't order this. I called the company on July 26th and spoke with a customer service rep named Pat and asked her why did they charge my credit card $35.00 for this shipment. She said they are charging me for my re-order of supplies. I told her I never asked for a re-order of supplies. I simply asked for my free shampoo and conditioner. She asked me to send back the second shipment of the curl activating system and they will credit my card back for the charge. However, the credit will not show up for several weeks and my re-order of shampoo and conditioner will not show up for several weeks also.

This is totally unacceptable. I will have to send these products back at my own expense because they don't cover shipping fees on returned items although it was something I didn't order.

On July 19, Parshandtha of Fairfax, VA, wrote:
I ordered Copa in April after watching the impressive TV infomercial hosted by Debbie Allen. I called the 800 number to order and gave the telemarketer my checking account number. The rep told me that my product would arrive in about two to three weeks. After two weeks I called to check on my order. I was told to give it another week.

About the middle of May, I noticed on my bank statement that there were two charges of $49.80 dating two or three weeks apart. I called the customer service dept. to question this extra charge. The rep didn't know anything about it. Their records update every two weeks, so she did not see anything recent on her monitor. I also expressed my concern as to why I did not receive a letter stating the order was "on backorder".

Anyway, to make a long story short: I have called at least six times since then. (even more if you count the busy signals) I have called so much that I did not get every name. I have spoken with Damon James, Teresa Pierre, Jim Dalton (a supervisor), Arlene Kaplan (supposedly Jim's supervisor). They finally gave me back the second charge.

I did not want the product anymore after I found out how long it was going to take and after they double charged me. They told me my window to cancel my order had already passed. How amazing they forgot to tell me when I ordered. I have been put on hold so many times, have been told the supervisor is "out" but will return my call when she returns. I did not receive the product. I do not want the product. All I want is my money back. Copa has THE worst customer service. I have paid bills via check-by-phone with no problem. From now on I will use a credit card exclusively when buying products solely for the reason I have more protection.

On July 17, 2000, Lenice of Hyattsville, MD, wrote:
I am completely and totally angry with this company. I ordered the Copa Hair Care System on June 3, 2000 from the infomercial. I gave them my next check number and my account number and I expected the product to be delivered. I didn't expect the product to come before they took their money from my account but I did expect to receive what I paid for. Needless to say I have not received a thing.

A couple of weeks ago I received a notice from UPS that they had the wrong address and that the package was sent back to the shippers. I contacted the shippers and they told me to call COPA customer service. Well that's what I did and I was told that they would send the product back out to me and that it wouldn't cost me anything. To my surprise this week ( July 17th) another amount was electronically withdrawn from my bank account. This has made me furious and I contacted COPA customer service and told them that I am canceling my order and I don't plan to do any business with them again.

Lisa of Astoria, NY:
I ordered the product back in May for a total charge of $49.80 on my debit account card. As of today I have still not received the product. I called the Copa customer service number which was busy at first. I finally got through and after giving my information I was told that I had not received my order because it was backordered.

I told this person I would like to cancel my order because I was unsatisfied as to how the company had so far handled my business. The agent informed me that I was supposed to cancel in 24 hours. I told her that I was not told this when I placed the order and If I would have been told I would not have placed it. She asked me to hold and came back and told me she would put in for a cancellation on my order, should I receive the products to please send it back.

I asked about my refund and she informed me that first it would have to be processed by their corporate office and then in about 2-3 months I would most likely receive a refund. I asked her who will guarantee I am getting my money back she stated that no one there could guarantee this. I told her that I would be reporting this to the Better Business Bureau. I asked her for the number of the corporate office and what the name is. She told me she could not give me that information.

I told her that I have been online and have read of a lot of unhappy customers not getting their monies back on the product some similar to my situation. She told me the reason for their complaints is the company had to move and so this created a problem. Why are they moving? I told her it sounded suspicious and asked to speak to her supervisor. she listened for a minute and then hung up the phone on me.

My hard earned money was taken from me. I placed my trust in the fact that since Debbie Allen was endorsing this product it should be legitimate. I will never make this mistake again. Since I am getting married in a few months I feel that I just cannot afford to be taken advantage of in this way. I now am out almost $50 that I desperately need. I am a working full time student and just cannot afford this.

I think it is shameful that a company will prey on people's desires to fit in. They are obviously manipulating the people they are claiming to assist by falsely advertising and then stealing monies. How can they do this? I feel hurt and very ashamed at myself and I also feel very stupid knowing that this money that I worked so hard to make how gone to naught.

Elvina of Houston, TX:
I ordered the Copa Hair relaxer around about 4/23/00 and they were to debit my account for $49.85. On 4/27/00 the monies were debited from my bank account, waited two weeks -- no product, so I called the 1-516-433-4954 for days to get someone to answer.

When I did reach someone in customer service, they didn't seem to have any answers as to when I would receive the product. Finally I did reach someone (twice) who assured me that I would receive the product that following weekend. Of course I did not.

I called back and demanded to speak with a supervisor. I spoke with Joseph P., who assured me again that I would receive the product, but again no product. I also asked why they had debited my account twice on 4/27 and again on 5/19 and still no product.

I called 5/30/00 with still no product and no returned monies I called and spoke again to Mr P after holding on the phone for 20 minutes from my job. By this time I was very angry and upset and requested that they cancel the order that was pending and return both $49.85 (total $99.70).

I stated that I was going to report them to Consumer Affairs. They are the worst customer Service that I have ever had to encounter, not very informed about anything, rude and unconcerned and the most unprofessional people. I am very upset, I later read complaints from others and there definitely seems to be a pattern with this company. I still have not received my money back. I think they should be put on your list of bad and uncaring companies.

Tamala of Kingston, NY, writes:

When ordering the telemarketer said 3-4 weeks, but Yolanda says there is no record of any order. My bank statement says differently, not to mention all the long distance telephone contacts I have made to this company.

The product was to be used for my first anniversary, as we were going away. We still went away but without the product for my hair, so I had to omit water recreation.

Georgia of Tallahassee:
Ordered product on 4/15/00, never received product. $49.85 was deducted from my checking account on 4/27/00. To date I have not received the product. Have made calls to 516-433-4954 during different times of day and night only to reach a busy signal. Would like money returned. Do not want product now because of poor customer service.

Barbara of Carrollton, TX:
I order the Copa products on line on 5/22/00. The order form stated that I should receive them in 10-14 days. I called after about a week and a half just to check on the status. The first rep had no idea because it wasn't in their system yet. I was then informed that it takes 4-6 weeks for the order to be "processed". So my order's just floating and no one can tell me anything. I wait a little longer, called back and was told the same thing.

Finally, today (6/13/00) the full amount of $49.85 was deducted from my account. I called to find out first, why the full amount and not the one month amount and second, when was it shipped. The C.S.R. looked on her system to find no record of it, put me on hold twice (all long distance, mind you) and finally came back to say, "Well, I don't know why the full amount was deducted and the product should be on its way if the amount was deducted." Her system is only updated every two weeks so she doesn't know for sure but she thinks it's on its way.

If I want a refund, I have to wait until the product gets here and refuse it. She didn't know anything. I've read the other complaints and now I'm getting the feeling that I'll be out $49.85 for a very long time. I'm truly disappointed.

Taia of Coral Springs, FL:
I ordered the product from the infomercial. I requested the order to be shipped via express mail and have yet to receive it. It has been a month now. My card was debited for $49.00. I wanted it for my little girl's hair for her preschool graduation.

Rhonda of Amityville, NY:

I called back today June 15,2000 to the 1 800 number and was told the order takes approximately two to four weeks. I asked why was I lied to twice by their rep saying the order would be delivered to me in two weeks. I also asked why was I given a telephone number -- 516 433-4954 -- which gives a fast busy all the time. I was told the telephone number was good and that they (800#) only took orders then the woman hung up on me.

I doubt if the commercial was true at all. I can't believe Debbie Allen is pushing the product so hard. She even used her daughter in the commercial. She could have been more honest and said that it takes a long time for the product to get to you. At least now I know even the pretentious black actors that say they care so much about communities are also after the hard-working-class dollar.

Angela of Los Angeles:
I ordered products from the Copa Hair Product company on-line almost two months ago. I still haven't received my products and the number that they list on their Website is no good. It is the wrong number, (516) area code. I don't know how to contact them regarding my order and they took my credit card number and it has been paid for. I want a refund or my order!

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