Chiquel Arvostelua 4

No proper emailed order or tracking information, just confusing and misleading rubbish on Shop. Have emailed them, but so far no reply. As they are actually based in the US, I will expect a 2 week wait, but any longer I will request a cancellation and refund via Klarna.

The refund policy is ridiculous. You can only get a full refund if you purchase a full-price wig and of course, EVERY SINGLE WIG ON THE WEBSITE is sale-priced. Any order made using store credit is considered a final sale and cannot be returned, exchanged, or refunded if 50% or more of the total payment value is purchased with that existing store credit. Thus, if you use a $300 store credit to purchase a $160 wig, the new wig is considered a final sale so you better be certain you like the new wig or purchase one that's more than double the price of the credit. How many people buy a wig online and love it? The one I returned that was supposed to be gray was so light and unnaturally shiny it could be seen from outer space. So now I'm stuck with a $300 credit for another wig I will probably hate and can't return. Terrible policy. Terrible cheap looking wig. The fact you can't even find a full priced item to get a cash refund shows what a scam they are running. I will probably report THEM to the BBB.

This company used to be good - but I think they have got too big too fast and now customer service is very patchy. I returned a piece almost a week ago and they are still going through “the quality control process” - this is after they asked me to confirm my Royal Mail tracking number as they hadn’t yet logged the return 4 days after receipt.

BEWARE PROMISED DELIVERY DATES - the adverts state 4-5 days but mine was almost 3 weeks and I had no updates until I emailed them to ask where the order was

BEWARE THE REFUND POLICY! There is a permanent sale which seems really good value but they take your money and THEN tell you how many weeks it will take you to receive, if it is on “back order” that could be MONTHS. If you purchase in the sale the other big blow for buying this type of product online without trying on first is YOU WILL ONLY RECEIVE A CREDIT NOTE AND NOT A REFUND - YOU ALSO NEED TO FUND THE REGISTERED RETURN YOURSELF.

I am sticking with Simply Wigs - friendly lovely people who look after their customers!

I ordered online and 10 days later hadn't heard anything from them.

They have a UK address on their website and a UK phone number, but it turns out with some searching that the address is a mail holding/forwarding address.

I tried to call someone to ask what was happening with my order, but clearly being redirected to the US due to the ring tone difference. No-one answered and after 2 rings went dead.

Eventually emailed and told that my wig was being made. No-one had emailed after I ordered, to advise this and I ordered assuming it was in stock as there was nothing to suggest otherwise.

Then told that there was a quality issue and they weren't happy to ship and the colour was now discontinued. Not sure I believe any of this and if this was true, why did they not email me before telling me all this?

Although they said I could replace with a stock item (interesting as I believed my order was a stock item!) or could have a refund. However, with this poor experience on my first order, I asked for a refund.

They are not clearly advertising where the company is located and misleading people by advertising a UK address and phone number which I believe is a breach of UK law, so will be following up on this.