Wrong Product Presentation
Wrong Product Presentation, Delayed Delivery, and Customer Service That Refuses to Address the Actual Complaint I have purchased from UNice before, which is why this experience has been especially disappointing. I placed my order on July 16, 2026 after relying on UNice’s advertised shipping information stating that orders placed before 5:00 p.m. would ship the same day and arrive within 3–5 business days. I purchased the hair for a time-sensitive speaking engagement and paid a $100 nonrefundable deposit for a professional hair appointment based on that delivery timeframe. The order did not arrive within the advertised timeframe. UNice did not proactively notify me of the delay. I spent hours trying to reach customer service, encountered phone numbers that were not working, received multiple/conflicting tracking numbers, and eventually was told customs and tariff issues were causing delays. Had UNice communicated the delay when they became aware of it, I could have made other arrangements. Instead, I lost my $100 styling deposit. When the hair finally arrived, I had another problem. I ordered the promotional 13x4 unit advertised using the same reddish-brown product photos and presentation shown on the listing. What I received was a very bright orange/copper-toned unit rather than the deeper reddish-brown appearance shown in the advertisement and in the majority of customer review photos I reviewed. The unit also did not contain the advertised drawstring feature. It arrived with an overwhelming odor, and the package itself was labeled “Hair Disinfected.” I immediately documented everything with photographs and contacted UNice. Instead of addressing the full complaint, UNice initially offered me 500 reward points that would require me to spend more money with the company. After repeated written complaints, photographs, and a formal request for resolution, they finally sent me a return label. That is essentially where their effort stopped. I have repeatedly asked them to address the actual situation: • Full refund of my $124.58 purchase • Reimbursement consideration for my documented $100 nonrefundable styling loss • Shipment of the correctly advertised hair so the original purchase can actually be fulfilled • Carrier pickup of the incorrect unit so I am not required to spend additional time and transportation correcting their mistake • A written explanation of the product I was actually sold versus what was advertised They have not provided those answers. Their representative continues responding with variations of “Did you send the hair back?” while ignoring the remainder of the complaint. UNice later stated that the promotional/flash-sale wig was “not the glueless wig on our page.” That response created even more concern for me because the promotional option was sold through the same listing and product imagery I relied upon when purchasing. If a promotional product is materially different from the product shown on the page, that should be clearly disclosed BEFORE the customer pays—not explained after a complaint is filed. I am not refusing to return the unit. I have preserved it and its packaging and have repeatedly stated that UNice may arrange carrier pickup from my address. What I object to is the company treating a standard return label as though it resolves everything that happened. This experience involved delayed delivery, poor communication, conflicting tracking information, a product that did not match the advertised appearance/features I relied upon, an out-of-pocket financial loss, and repeated failure to meaningfully address my complaint. I have filed complaints with the Better Business Bureau and the Arizona Attorney General and have retained my order records, product screenshots, photographs, emails, tracking records, and documentation of my $100 styling deposit. I would still prefer UNice to simply take responsibility and resolve the matter properly. Until that happens, I cannot recommend this company based on the way this situation has been handled.