FINAL REVIEW. I wanted to trust the process, now I am frustrated
First Thoughts I have to say, I’m usually a “Luv Me Hair” gal. But lately, their units haven’t been up to par, so I decided to branch out and try Hermosa Hair. At first, I was skeptical, so I contacted customer service via chat. They advertise that they respond immediately—but it actually took a couple of hours. Once I finally connected with someone, the replies were consistent. I made it clear I was a new customer ordering for the first time, and they assured me that wigs usually ship in 2–5 days. There was also a pricing issue—the discounts shown on the website didn’t match. To their credit, they gave me a new discount code. They even emailed me asking for my address to confirm delivery time, which at first gave me some confidence. But here’s where it all went downhill: after I purchased, three days passed without a tracking number. When I asked, I was suddenly told that because of the color I chose, shipping would actually take 5 days. That was NOT what I was told before. Now here we are—my money left my account on August 11, and it is August 26, and I STILL don’t have my hair. To make matters worse, I’ve been on the phone with FedEx for an hour trying to figure this out. How is this my responsibility?? Many companies in China manage to ship hair within a week—so what is Hermosa’s excuse? As of now, my package is considered “missing.” I’ve reached out to Hermosa again, but now that they already have my money, their response time has slowed down drastically. I’m honestly not sure I can handle ordering from a company I don’t know and can’t trust. The customer service started off okay, but between the delays, the shipping confusion, the missing package, and the lack of urgency, I am beyond frustrated. I will update this review as the process continues. To be continued… Update: 8/29/2025 Response to Hermosa Prior to your response, I have already sent several emails regarding this issue. FedEx has informed me that your company submitted a photo of a unit on a mannequin head as “proof” of what was in the package. At this point, I am in direct contact with FedEx, and I will have them reach out to you directly if necessary. However, I want to be very clear: I should not be the one responsible for tracking down this package. That responsibility lies with your company as the merchant. To be continued … Updated Review September 3, It has now been 25 days and counting with no resolution. Hermosa has gone completely silent. At this point, I’ve gotten more communication and respect from FedEx than from the very company I actually gave my money to. Also, regarding Hermosa’s prior claim that they never received any emails from me — to be fair, I went ahead and sent yet another one as a reminder. That too was met with silence. And on the rare occasion they did respond, it was with no apology, no explanation — just the same vague line: “we are checking on it, please wait.” Completely dismissive and non-concerning. This level of neglect is beyond frustrating. It feels unprofessional and flat-out disrespectful. I’m documenting every step of this for my records and for my bank dispute. I will not stop until this matter is resolved in full. I’m honestly shocked that a company believes this kind of behavior toward paying customers is acceptable. Rest assured, I will fight this to the very end. To be continued… Final Update From first purchase date August 11, to expected delivery August 21, to now September 5 After weeks of emails, website chats, and WhatsApp messages, my wig finally arrived. The shipping process, however, was unacceptable. Hermosa’s packaging was insecure and the box was destroyed in transit, leaving only the satin bag. With no label or tracking, the order was only resolved because of my persistence in calling daily and describing the unit so it could be repackaged and resent. The wig itself is beautiful, but it was delivered glued to both the satin bag and inner plastic, forcing me to cut it free. What should have been a smooth experience turned into unnecessary frustration. Despite the quality of the hair, this level of carelessness in handling a product is disappointing. Customer service was equally concerning. While warm at the beginning, communication quickly turned vague and dismissive once problems arose. There were no genuine apologies, no proactive updates, and at one point a token $10 was offered as compensation. In contrast, FedEx International provided more support than Hermosa itself. The product may be worth it, but the lack of accountability and urgency has left me hesitant about ever purchasing again.