“I purchased Chestnut Luxurious 26" Silk Seamless Clip In Hair Extensions 300g for £175 from the outlet.
I was shocked at what I received. Please heed all the other bad reviews and don't buy from this company. I bought some samples first to get my colour match and the sample hair was so healthy, nothing like what I was sent for my big purchase! I tried to work with it as I've been waiting to get some good clip in hair extensions for a while. I tried my salon products which made it slightly better, but once you wear the hair it looks like dreadlocks, it gets so matted. Like Hagrid as another user has described. I actually think the hair is from an animal or mixed, as I've never known human hair to act like this. I've had damaged hair when I was younger and it didn't mat like this.
I emailed them and this is the response I got:
'Hi
Thank you for your email.
I am very sorry but unfortunately as stated on the website outlet item's are a final sale and are non returnable, it is stated that these are old quality discontinued stock so the quality and lifespan will be lower than our current regular stock such as our samples. We can recommend selling these on via sites such as Vinted or eBay. These shouldn't be damaged as these are all brand new set's that haven't been used they are just our old quality stock, if you would like to send me some photos/videos of the problems you are experiencing then I can try my best and would love to help you with this and give you some advice.
I look forward to hearing from you.
Kind regards,
Tegan'
They will breach your consumer rights, the hair I bought was described as 'luxurious' but now they are openly admitting it's low quality.
I have reported to Citezens advice and trading standards and I suggestbyou do too. They need closing down!
I've asked for proof that they use human hair and they didn't send it.
They think their policies over rule the 2015 consumer rights act and won't let me create a return as it is a 'final sale' which isn't even a thing in the UK due to the consumer protections in place.
They had the audacity to tell me to sell the hair on a marketplace. Just because you're okay scamming people out of their hard earned cash doesn't mean I am!
UPDATE:
I returned the hair and they're still refusing to accept it. I am now awaiting to see if they're a member of an ADR to raise the complaint with them. If not, looks like I'm sending a letter before action and going to the small claims court. What a headache, right before Christmas!!”
“I am writing to formally lodge a complaint regarding an extremely distressing experience I have had with your company. My order was initially incorrect, and while I appreciated the refund issued to my bank account upon the return of the item, the subsequent unauthorized withdrawal from my account has caused significant issues for me.
A few days after receiving the refund, I noticed that Foxy Looks had taken the refunded amount back from my account without any prior notification or my consent. This unauthorized transaction has caused my bank account to exceed its limit, resulting in numerous financial complications, including a negative impact on my credit score. This breach of trust and lack of transparency in your processes is wholly unacceptable.
I wish to remind you that under the Consumer Credit Act 1974 and the Payment Services Regulations 2017, unauthorized transactions are illegal and consumers are protected against such activities. Additionally, the Data Protection Act 2018 mandates that any personal financial information be handled with the utmost care and with explicit consent from the account holder before any transactions are processed.
Your company's actions have not only violated these laws but have also demonstrated a lack of basic customer service principles. The stress and inconvenience caused by this unauthorized transaction are significant, and I expect immediate rectification of this situation. I demand the following actions be taken:
1. Immediate reimbursement of the unauthorized amount taken from my account.
2. A detailed explanation and apology for this incident.
3. Assurance that no further unauthorized transactions will occur.
4. Compensation for any financial losses or damages incurred as a result of this unauthorized transaction.
Failure to address this complaint promptly and adequately will leave me no choice but to escalate this matter to the Financial Ombudsman Service and other relevant regulatory authorities.
I look forward to your swift response and resolution to this matter.”
“An update from my previous review -
I sent the extensions back to be assured that they were "tested" and found to be in excellent condition. This process took over a month. They shipped them back to me on the promise there would be no more issues, and the fact they refused to refund. Fast forward 4 weeks and they're a matted mess.
The curling wand was deemed faulty, so a replacement was sent that I've not even attempted to use because I'm actually scared to.
Please see photos of the extensions now. They are fake, there's not a doubt in my mind.
Customer services refused for me to speak to management or head office stating they're a small family run business who works out of a warehouse so don't have anyone beyond customer services I could talk to.
I'm so upset, £260 down the drain. They didn't even last 4 weeks, let alone the 52 weeks they assure you they'll last.
Fault or not - they refuse to refund once you've opened the box.”
“AVOID! I have purchased over £250 worth from Foxy Locks. 20 inch brondie extensions and the "free gift" of the hair curlers. The extensions seemed lovely at first, until a few hours later where it was very clear the hair was poor quality. It looked like I'd been dragged through a hedge backwards!!! The hair I have been sent is frizzy, unusable and unmanageable. In 14+ years of having hair extensions, I can honestly say I've never had this issue. Ever.
When I contacted customer services, I was told (this is literally copied and pasted from their email): " We appreciate that you have only worn them a couple of times but sometimes they do need to be refreshed with a deep conditioning hair mask" ... I was also told they only recommended the hair be washed every 3 weeks... I have queried whether it is normal for their hair extensions to need to have a deep conditioning treatment after essentially day 1! If they're this bad now, what will they be like in 3 days, 3 weeks, 3 months!? The hair curlers pop and make strange sounds so they've got a fault too!! After going backwards and forwards on email exchange, I have finally been told: " If you would like to return the set and the curling wand we can investigate this for you to see if there are manufacturing faults with either item. If there are we would be able to offer you a refund or replacement? Please note if there are no faults found we will need to return them back to you as they have been worn meaning return is void. Would you like to return them?" - presumably this return would be at my expense, and I can already tell that Foxy Locks already are refusing that there is anything wrong other than the hair "needing a wash" ... I know if I send them for a refund they'll send them straight back. Returns policy is a joke, and I will be passing this onto the consumer ombudsman, financial ombudsman and trading standards. I have multiple photos, videos and email correspondence and will not rest until I return these items. I cannot belive I had such high high hopes for Foxy locks, and as a customer not only have I not at all recieved what I've paid for, the products aren't fit for purpose and the returns process is impossible! Don't lose your money girls! Go to Sway or Beauty works, I wish I had stuck to them now! Honestly, reliable and great products unlike Foxy Locks!!!! I have uploaded photos of the matted, frizzy awful 2 DAY OLD HAIR! I'm absolutely distraught. I will continue writing reviews on every platform and reach out again to Foxy Locks then update the review or even remove it if I actually get a refund.
I've added a photo. These aren't just in need of a brush. You can brush them, style them, oil them and they STILL END UP LIKE THIS after no time at all. I think originally the hair from where ever it was processed from must have been naturally frizzy and awful. Definately not the A - Remy hair it was sold as being.”
“I am absolutely livid with Foxy Locks Hair Extensions and their complete lack of support and empathy. I can't even begin to express how annoyed, let down, and frustrated I am with this company. Not only did they fail to deliver my orders on time, but they also provided no resolution or refund for the substantial amount of money I ended up losing.
Their customer service was utterly useless throughout the entire ordeal. Despite my continuous efforts to seek assistance and clarification, they offered no substantial information or evidence to address the delivery issues. The fact that they couldn't even provide a valid explanation for the package being signed for by someone with a nonsensical name is beyond comprehension. It's as if they don't care about their customers' concerns or take responsibility for their own shortcomings.
It is incredibly frustrating that once the package is in the hands of Royal Mail, Foxy Locks Hair Extensions seems to wash their hands of any responsibility. They should have a duty of care to ensure that customers receive their items safely and securely. It's baffling that they show no concern when a package goes missing or gets stolen.
The lack of proof regarding the signed-for delivery is alarming. The photo provided by Royal Mail only shows the package itself, with no background or evidence of where it was delivered. The fact that it was signed for by someone using the name "1xp," which is clearly not a valid name, should have raised immediate red flags and prompted further investigation. It's as if Foxy Locks doesn't care at all about the customers' loss of money and the stress caused by this situation.
If it were my company, I would be lodging a complaint with Royal Mail and demanding answers. Simply replying to the customer saying that Royal Mail has declared the package delivered and closing the case is unacceptable. If the package had indeed been delivered, I wouldn't be going through this ordeal right now. Foxy Locks needs to take responsibility, refund me, and reopen the claim with Royal Mail to pursue compensation. The fact that they asked for CCTV proof, expecting me to prove that there was no package delivered, is utterly ridiculous. The burden of proof should not fall on the customer in such cases.
I'm not sure if this issue lies with Royal Mail or Foxy Locks Hair Extensions, but regardless, I have not received my product, and it is their responsibility to rectify the situation. Foxy Locks should refund me and reopen the claim with Royal Mail, providing evidence that there is no person called "XP1," and the photo provided by Royal Mail clearly shows that the package has not been delivered. It's time for Foxy Locks to take decisive action and ensure that their customers are not left bearing the brunt of their delivery mishaps.
What's worse is that since this incident, I've come across numerous reviews from others who have had similar experiences with Foxy Locks Hair Extensions. It seems to be a recurring problem with this company, and that speaks volumes about their lack of professionalism and commitment to customer satisfaction.
I strongly urge everyone to think twice before considering Foxy Locks Hair Extensions. They have shown a complete disregard for their customers and their obligations under the Consumer Rights Act. If you value your time, money, and sanity, it's best to explore alternative options and avoid the frustration and disappointment that comes with dealing with this company.
Title: Extremely Disappointed with Foxy Locks Hair Extensions
I am writing this review to express my immense disappointment with Foxy Locks Hair Extensions and share my frustrating experience. I placed an order for hair extensions on Wednesday, October 25th, and paid for signed for next day delivery, expecting to receive them before Friday, October 27th. However, when the delivery did not arrive on time, I immediately contacted Foxy Locks to inquire about the delay.
I explained to their customer service representative that I needed the hair extensions for a trip to Manchester on Saturday, October 28th. Unfortunately, they couldn't provide any information on the delivery status or offer an alternative delivery address where i would be in Manchester. Their only suggestion was for me to place a second order to be delivered to Manchester, promising that it would arrive before 1 pm on Saturday. Reluctantly, I followed their advice and placed the second order, hoping that this time it would be different.
To my utter disappointment, the second order failed to arrive as well. This left me with no choice but to purchase hair extensions from a local store in Manchester, which was an additional expense I had not planned for. In total, I ended up paying for three sets of hair extensions, costing me close to £1000.
Upon returning to my home address, I reached out to Foxy Locks once again, explaining that both sets of hair extensions had not been delivered and that I was now out of pocket. By Wednesday, November 1st, I finally received my first order, but since I had already purchased hair extensions in Manchester, I decided to return them as I couldn't afford to keep them all. Unfortunately, my second order still hadn't arrived, and I needed to return it as well.
I contacted the property in Manchester where the second order was supposed to be delivered and was shocked to learn that it was nowhere to be found. Despite being a signed-for delivery, the property's occupants confirmed that they had not received the package and thoroughly searched the premises. The tracking information showed that the package had been delivered and signed for by someone named XP1, which is clearly not a valid name and would of been provided to royal mail when they ask for the name of whob you are when signing. This should have been questioned if this even was the case. This raised serious doubts about the delivery process and left me perplexed as to the whereabouts of my hair extensions. Also I might add the photo on my tracking was not shown where the parcel was. The picture was literally only showing the package, so this could of been taken by royal mail in a car or wherever and stolen by them.
Foxy Locks assured me that they had filed a complaint with Royal Mail and that an investigation would be conducted. However, they informed me that I would have to wait a maximum of 30 days for the investigation to conclude before they could refund me. I patiently waited for the designated period, only to be informed that it was actually 30 working days, pushing the resolution date to December 19th. This extensive delay has caused me significant financial strain and emotional distress especially having the run up to Christmas and this taking so long.
Recently, I received an email from Foxy Locks stating that Royal Mail had closed the investigation and rejected the claim, citing that the package had been delivered. However, the evidence provided was insufficient and inconclusive. Despite requesting further clarification and evidence from Foxy Locks, they were unable to provide any substantial information beyond a single email stating that my claim had been rejected.
I am deeply upset by the lack of resolution and clarity throughout this entire ordeal. Foxy Locks' failure to deliver my orders on time, their inadequate communication, and their inability to provide satisfactory evidence regarding the delivery issue have left me feeling frustrated, stressed, and out of pocket for an extended period.
As a consumer, I believe it is essential to share my experience and caution others about the significant shortcomings of Foxy Locks Hair Extensions. Their failure to abide by the Consumer Rights Act, specifically regarding the timely delivery of goods and their lack of satisfactory customer service, is deeply concerning. I strongly advise potential customers to be cautious and consider alternative options before placing an order with Foxy Locks Hair Extensions.”
“Such a great company!
I have a query about my order and they emailed me back really quickly and were so helpful.
I have ordered from this company before and the quality of their products is outstanding”
“First time ordering arrived super quick and the quality is amazing, the price was good. Definitely buy again. I purchased the Brown black deluxe 20”
Thanks Foxy Locks 😁”
“Bait and switch
UPDATE ( look at my profile picture these are the extensions foxy locks passed off on me as platinum so Dishonest!!!)I have been a client for years and had a couple issues in past but in all have been happy with my extensions. I just ordered two sets of platinum extensions on cyber Monday. Website claimed one was back ordered. I contacted foxy and they were like oh no we have them. Well I am sooo soo upset (understatement) that they sent extensions but put another blonde in the platinum box. They are sooo YELLOW they look like Hollywood. You can clearly see these are not platinum. To push off a product that is clearly not the right product and think the customer will not notice is so wrong on every level and a Integrity issue. I would like what ordered. Have many pics of what was sent and submitted them to foxy. Will update this when it is made right.”
“I’m on my 18th set, I absolutely love these extensions the quality and thickness you can’t get in any other uk hair extension brand. These hair extensions are literally the best I’ve ever bought and I’ve almost tried every uk brand of clip ins.
Don’t hesitate they’re perfect :) and also at a very reasonable price :)
Thanks foxy locks :)”
“Amazing service, first time buying extensions and they helped me find my colour and we’re so helpful came so fast as well😍 The extensions themselves are amazing so soft and lush! Over the moon with my purchase !!! X”
“Bought a 16" Volumizer to thicken up my natural hair, quailtys amazing and blends perfect! Only hair extensions i can wear without seeing my clips, LOVE them!”
“OBSESSED, the quality of the ponytail and the luxurious clip-ins is unreal will 100% be recommending to everyone and purchasing again!!! Thank you so so much, such good value for money x”
“I've been using these for quite awhile now, I changed from a particular known brand, but these top many brands ive used,
I've changed colour more times than ever I always dye or keep them as they are, this time I went for a natural sun kissed set, as I decided to go neutral, and boy was I impressed, ! They are so natural I also lowerd my gram, due to them being out of stock, but again, I was not disappointed, I even prefer the 200gram set, will I ever be disappointed? I don't think so 😃 also for people not aware. They also do a great colour match. I've had one in the past and they wasn't wrong, the ladies are so lovely also polite and always willing to help as much as they can, so if you are debating these extentions, don't debate, just buy them, because they are so soft and last longer than expected, if you stick to a colour 🤣 unlike me. But this time sunkissed is for keeps,”
“The absolute best hair! I can not recommend Foxy Locks anymore. I’ve been buying their hair extensions from them for over 11 years and still every single set of extensions WOWs me. Feel amazing when I wear them. ✨”
“These are hands down the best extensions I have EVER used, they are so silky and soft with zero shedding, looked so natural too, I will never use a different extension brand again 💞”
“I have ordered from foxy locks for many years now! Great quality and beautiful hair. I have gone lighter this year so will be purchasing the new shade ‘brondie’ can’t wait!”
“I have ordered from Foxy Locks twice & absolutely love them. I have been through tons of extensions & these are easily my favorite because of the thickness & quality. I gladly tell anyone looking for good quality extensions about Foxy Locks!”
“Absolutely amazing exstentions would highly recommend I've purchased from loads of different companies and these are by far the best I've has price and quality.”
