I placed the order on the 9th of January, and I was sent the incorrect item. Since I needed it really quickly I ordered it again, then, as suggested by customer service, I sent back the wrong item received.
The new order was placed on the 19th of January, dispatched on the 23rd, with delivery estimated on the 28th. A week after the 28th the parcel was not arrived yet, I contacted customer service and after numerous emails and days finally got an answer stating I should have waited for the delivery frame stated on the despatch email...which was on the 28th of course.
I contacted again, to get an answer which could be useful, and still had an answer which looked automated. I honestly felt that customer service did not even take time to read my emails, since they gave me every time answers which clearly were not answers to the questions I was asking.
I had to call the customer service (to a number which is NOT free), and a member of staff told me, quite rudely, to fill a form and send it back to have immediately a refund. I sent it back and after three days no answers and no refund yet.
As for the parcel I sent back asking for a refund, after two weeks from the day i sent it back and numerous email the customer service finally answered saying they did not get it and asked to send them copy of postal receipt for receiving immediate refund.
Even in this case, I did it three days ago and no answers or refund yet.
So, to me this experience has been just awful. After more than a month I did not get the item I needed, I paid 24 pounds because I had to order twice and I did not get any refund either.
The customer service is completely useless, they say they should reply by 24 hours and they never do it, when they do it is clear they not even read the customers issues/questions, and when a customer, tired of the situation, decides to spend money to call them, they are rude and annoyed.
There are so many other companies more reliable out there, never ever again I will buy from HQ Hair (I did it a while ago and it was more or less fine, even if in that occasion too I had to end up calling the customer service team for some issue) and I highly recommend customers to spend their money somewhere else.
It is just a frustrating experience. As for me, to get my money back I also opened two cases with Paypal, which I never had to do before in my life.
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