Lack of communication/ customer service needs a lot of improvement
Customer Service needs a lot of improvement. This is my first and last time purchasing from this wig company. This is my order number ORDER Pk319412. I purchased the Klaiyi Afro Kinky Curly & Jerry Curly Reddish Brown 200% Density 7x5 Bye Bye Knots Lace Closure Put On and Go Glueless Wig for $198.67 but with the discount code Kie from YouTube Kie Rashon I ended up paying $149.01. The lack of communication is not worth it, so I’d like my refund now before I start a dispute. I loved the color and how the hair looked hence the reason why I purchased this wig. Before purchasing the wig I did a thorough research on this company and noticed they had so many negative reviews throughout the internet, but still had a 4.3 rating on trustpilot. Despite the negative reviews I still decided to give it a shot. Biggest mistake on my part. First of all they’re not even listed on WhatsApp even though it says so on their website it’s hard to get a hold of them. When I called the number listed, I got an automated voicemail saying this line is for texts only. I called their other number listed multiple times throughout my day during their working hours and still couldn’t get through. Then why list it as it calling number and not having an actual reliable form of contact, besides an email address and lying about being on WhatsApp. That whole experience itself was frustrating. I try to be understanding because I know they have personal lives and multiple clients to tend to, but it really doesn’t take that long to clarify some issues and put the client mind at ease. You’re running a business here it shouldn’t have to feel like I have to beg you to communicate with me when I’m clearly paying for a service. My problem started after I purchased the wig. I made sure that I chose the exact same one shown in their description. I chose the one the model was wearing. And if it wasn’t the exact same one as the model they should have wrote that in their description. Something felt off to me, so I emailed them asking if the wig comes with a drawstring just as the model showed on their website which is what I chose. When I was contacted by one of their representatives Rosie I asked her the following; cap sizes because there wasn’t a definite size on their site, and if the wig had a drawstring. She responded no it doesn’t come with a drawstring but an adjustable band instead. She then asked if that was okay and can she proceed with the arrangement for shipping I responded yes, which I shouldn’t have. I still wasn’t satisfied, so I asked her the following; “But in the video on the site it shows that the model’s wig has a drawstring and an adjustable band. That’s why I purchased it. Could you please explain to me why the one that I bought and the one that model is wearing are different even though the description says it’s the same.” After I sent that email I got no response, but instead of resolving my issue I got an automated email asking me to rate our conversation. I tried emailing them again but got that same automated email asking me to rate their services. If they had time to send me an automated email twice, they had plenty of time to respond to my emails. I’m starting to believe all those rumors about them paying for all those positive reviews because their communication services need a major improvement, which I doubt they’ll work on. So please be aware before purchasing from any wig vendors majority of them prey on women’s insecurities especially black women. Don’t be another cautionary tale. Vet these vendors before wasting your time and hard earned money on them. Clearly they only care about their earnings. Edit I did notice that they are two different product details regarding that wig. I did not want the invisible drawstring. The description stated same as model to my understanding, it means the one she was displaying had an actual traditional drawstring and not an invisible one. Throughout the video she has shown how the traditional drawstring helps the wig stays put to your head, without the need to apply gel or glue unless you really want to. That’s why I purchased it. It never occurred to me the one that I chose didn’t have a traditional drawstring at all. That’s a description error and you should fix that, but if I misinterpreted the description I take full responsibility. Majority of people would probably interpret it the same way as I did. For future reference you should fix discrepancies in your product description in order not to cause any confusion. And as for the lack of communication it would benefit your company the next time your employees are on a federal holiday to send a mass automated email to every single one of your clients who made purchases letting them know your office will closed on those days and you won’t be able to assist them at this time, and what day you’ll return to assist them.