BAD CUSTOMER SERVICE. WOULD NOT ORDER AGAIN
I ordered from Hermosa after seeing their ads on Instagram. The hair looked great in the videos, so I thought I’d finally found the texture I’d been searching for. I ordered two wigs because the pictures made them look pretty much the same, and the plan was just to return one. Before the wigs even arrived, I messaged customer service just to ask how returns work. They said it was fine to return. When the wigs finally came, they didn’t look like the video i saw on instagram. The texture was different. I’ve ordered wigs from other vendors, and at least when something isn’t right, they try to help. Usually they’ll ask what you’re looking for or suggest an alternative, or at the very least act like they care that you’re unhappy. With Hermosa, none of that happened. No apology, no “how can we fix this”, nothing. It felt like once they had my money, that was the end of the conversation. I ended up keeping one wig even though I don’t like it, because I honestly felt like they’d just refuse a second return and make it look like I was being picky. So now I’m stuck with a wig I doubt I’ll ever wear. I have paid for the return myself, and I hope the process for a refund is not a dramatic one. Funny enough, there were a few other wigs on their site I really wanted to try, but after this experience I’m not taking the risk. I’ll just find another vendor. So yeah, maybe you’ll be happy if the wig arrives exactly how you imagined it, but if it doesn’t, just know the customer service isn’t going to make much effort. Maybe I’m just one of the small customers and not worth the hassle to them, but it still would’ve been nice to feel like my order mattered. Personally, I won’t be ordering from them again and won’t recommend them.