Over £270 spent, poor-quality wigs, exhausting returns process, and still no refund
I would strongly advise people to think very carefully before ordering from this company. I have been trying to communicate with Luvme since 25 April regarding the return of items I received. It has now been over a month of back-and-forth messages, repeated explanations, delays, and still no proper resolution. The items I received fell far below the high standards this company advertises. In my opinion, they were no better than wigs you would find from an ordinary internet seller, except this company charges premium prices. I have spent over £270 in two orders, and at this point I have very little to show for it. The packaging is high end, makes you think what’s in the box would be worth it. I did keep one wig, which was lightweight, but it was exceptionally large. Although advertised as glueless, it still needed glue and possibly extra elastic to make it secure. I accepted that one and kept it not because I loved it but, because I had bought three and it was the better of the two, that, I needed for an engagement. However, the other two wigs were completely unacceptable. They arrived in poor condition, damp, and with a foul smell, like chemicals mixed with wet dog. The simple straight wig looked and felt like old doll’s hair. The material felt cheap and unpleasant, not at all what I expected for the price. I contacted the company through WhatsApp to arrange a return, but every time I messaged, I had to repeat the same issue again and again, despite the conversation already being there. They do not seem especially concerned about the customer experience or how much time and energy their process takes. The return and refund process has now taken over a month and is still ongoing. I originally asked for a replacement, but after the amount of hassle, delays, and poor communication, I no longer want one. I want an immediate refund. Please note you have to return the postage at your own expense and follow the process exactly so that they will credit you back. I think most people will have given up and kept them. In the last 10 days alone, I have received several emails telling me my refund would be processed within 1–2 days, yet I am still waiting. This is unacceptable. What makes it worse is that I continue to receive emails encouraging customers to post favourable reviews and tag the company and send proof that this was done in return for free points or to be a part of some vip group. If people hope to gain something in return these aren’t without influence. It makes me question how they have gathered so many positive reviews. I wanted to try them for myself, but I deeply regret it. To be completely honest, a £39 wig I bought from a well-known internet marketplace looked better and has lasted me over a year. I have wasted money, time, and energy that I cannot get back. As someone who is unwell and disabled, I wanted to feel good and look nice with this hair as they seem legit. this process has been especially exhausting. Consumer protection should mean customers do not have to fight this hard to get their money back when products are unacceptable. Based on my experience, I would not recommend this company. The premium prices are not worth it, the quality did not match the advertising, and the customer service and returns process have been stressful, slow, and unreasonable.