WowAngel

Hi Jamila, I apologize for the less than satisfactory experience. Due to weekends, our response is delayed, but we never meant to disregard you or the issue, thanks for your understanding. We’d really like to make this right and find a solution that works for you—kindly reply to the incoming WhatsApp message for a timely solution.

*Update: We value customer experience and our solutions provided so far: - 25% partial refund to keep item (issued, $80+$29) We didn't provide such a high partial refund, because customer demands our product to meet their own standard for wig length, which is very different from the common practice in the wig industry. Therefore, we provided gift card/less partial refund in the beginning. However, when customer escalate the matter despite our continuous efforts to explain the difference, we are enforced to provide further compensation to resolve the matter and improve customer experience. Once again, the majority of our customer acknowledge the industry standard, and won't be asking for an unreasonable large refund amount just because they believe the industry should adapt to their own standard. - An exchange for a 28-inch wig (no price difference to pay); customer denied due to ETA limit. - We also mentioned we can accept a return & refund (even if used). To better assess the situation, we kindly asked the customer to provide a few links to those "other 26 inch wigs" that clearly meet their high standard and can also keep price in the same ball park as our product. The customer keep refusing to provide any and stating they are "unrelevant" to the current matter. However, we believe it's most relevant, since hardly any competitors can meet this customer's unusual high standard with the current price we are offering. Therefore, this demostrates this customer's original intention clearly. If there's no such thing as "other 26 inch wigs" owned by this customer to begin with, it makes us seriously doubt the customer's credibility of their whole claim. Despite this, we still provided customer with a large 25% partial refund, for a product that fully meets the general length standard for a wig in the market. May I point out that the way you are measuring the wig is different from what we described. We will send a sample video with similar model (also 26-inch) to demostrate how the measurement is performed by general wig companies, thank you. Furthermore, if a 26-inch wig comes with the standard you expected (all strands should be 26 inches), it will look very unnatural, without layers, and unsuitable for its purpose. Many customers choose this model "5X5 Lace Front Wig Glueless Wig", and the majority enjoy this wig without a complaint about the length, which proves this to be a mature product. *Our products are a very cost-effective choice considering its genuine HD lace (customer no longer complains about this aspects after receiving our explanation), true human hair and its price. Hi, Thanks for your feedback. We regret the disagreement regarding the hair length and definition of lace. We are contacting via WhatsApp to offer further assistance and to find a satisfactory solution. Kindly check our message at your convenience. 1. HD lace We offer true HD lace with serrated edges; please be aware that signature edges is the key difference between a HD lace and a transparent lace. 2. Hair length Rest assured that we offer products with reasonable length at a very cost-effective price. The wig hair length can reach stated length, if measured from the top of the head, to the longest hair at bottom, which is the way commonly used in the industry, thank you.

Thanks for your feedback; I apologize for the inconvenience caused by this logistic incident on TikTok. For certain order placed on TikTok, they will be fulfilled by TikTok's logistic service directly. In a "not received" scenario, TikTok will decide whether to issue a refund or not based on their own investigation regarding the delivery. We have already contacted you via email to discuss a fair solution to this matter. Rest assured that for any order placed on wowangel.com, we take responsibility for any logistic-related problem ourselves, and will provide a satisfactory solution to our customers.

Update: This customer is now requesting a full refund without return (keep whatever they received), on top of the 65% refund we already provided, although all shipping records checks out. Original reply: After carefully reviewing the shipping record, package weight, and investigation result from DHL, we confirm that both bundles were shipped (in one package) without any problem. The free gift bag, outer box and packaging weight have all been taken into account. If we only shipped one bundle, the package could not weigh near that much. Additionally, DHL finished their investigation and reports no damage or re-packing during transit, which means this package was delivered properly and intact to this customer, without any incident. DHL provided a photo taken during delivery, which was confirmed by customer to be their home. If there's any damage to the outer packing during delivery, the driver will notice and record that; the customer may also reject delivery or mention this to us, which they don't. Therefore, we firmly believe the customer has indeed received full order. After further discussion, the customer requests a *80% refund of the full order amount, for the "missing" item, which we find to be unreaosonable. Alternatively, customer requests a return & full refund, when they will only return one bundle in total, which is incosistent with the shipped quantity, so we stated that a 50% refund will be issued in such scenario. The customer also rejected our solution of sending a complimentary bundle. In the end, customer keep denying receipt of full order when all material evidence was explained and shown to them. We then provided a 65% refund, which the customer accepted without any hesitations. They didn't mention any complaint regarding hair quality anymore, at this stage. Our product is made from true human hair, and customer provided no evidence proving otherwise. After receiving the said refund, the customer stops replying to our emails.

Hi Michelle, Thanks for your kind words:) We aim to meet customer's requirements with all effort. In your case, we were lucky enough to locate a suitable UK substitute bundle to meet your needs; please be aware that we have limited selection of products store in the UK warehouse. If you need any further assistance, feel free to contact us:) Enjoy the rest of your day!