“I placed an order over a month ago and never received an order confirmation or the actual product. There was zero communication from Zala regarding any issue or delay.
Since then, I’ve been in contact with their customer service team and the experience has been incredibly frustrating. I’ve had to repeat myself multiple times, including providing my new address twice, only to be asked for it again as if they never read my previous messages. Their replies are slow (about one email per day) and show a clear lack of attention to detail. It feels like the team isn’t even reading the emails properly, which raises serious concerns about who is managing their customer service.
To make matters worse, Afterpay is continuing to charge me, including late fees, despite me pausing the payments due to the unresolved issue. It’s been well over a month, and this order was meant to be express shipping. At this point, I don’t even need the extensions anymore, yet there is still no resolution or apology.
I’ve been extremely patient and polite throughout the process. I rarely leave negative reviews, but this experience has cost me both time and money, and the lack of responsibility from this company is unacceptable. If Zala wants to be trusted by customers, they need to take their operations and customer service far more seriously.”
“I am writing to express my significant disappointment and concern regarding two recent order cancellations without any prior notification with Zala.
Upon the recommendation of my hairdresser, I placed an order for hair extensions well in advance of a scheduled event several months ago. After several weeks of anticipation, I discovered through my account activity that the order had been refunded. This occurred without any accompanying email or communication explaining the cancellation.
Subsequently, I attempted to order a similar product via your website, which indicated it was out of stock. Assuming this was the reason for the initial refund, I placed a second order for an alternative extension approximately one month prior to my event. Regrettably, I have now received another unexpected refund, again without any prior correspondence or explanation.
With my event now just a week away, this second cancellation has left me with insufficient time to source hair extensions from an alternative supplier.
Given this experience, I feel compelled to caution potential customers regarding the unreliability of order fulfillment and the lack of proactive communication from your business. Consequently, I will be unable to recommend your services to others.”
“Rubbish.. Tape for tape in Extensions says, extra strong hold with tape lasting 6 - 8 weeks. Falling out on day 3 definitely shows it's clearly misleading and untrue.”
“My daughter is thrilled with her new halo. She is 11 years old and has had alopecia since kindergarten. She will be entering middle school next year and progressively continues to lose Hair. I am grateful to Zala for having affordable hairpieces that we can try on someone who is not fully grown. Also, Zala has been incredible supporting us through the process.”
“Hello I have not received my order I just went to post office it arrived in Perth. But apparently sent back to you. Can you please reply regards kelly”
“Items are exactly what I hoped for. I required a return - and trade and with this I had prompt responses, understanding on how quick I needed them and full commitment to ensure this happened, an with that they have arrived in time for my big event. All thanks to the fast responses from staff. Very happy customer.”
“Hello I purchased the 18” honey blonde and the color of the extensions is not how it’s displayed on website it more of a yellow tone blonde I ended up washing them with purple shampoo and now the color is not what I wanted and the quality of the extensions is different from the past times I purchased the hair feels different and it tangles up easier.”
“I got some advice in my salon of which colour, how many pieces to go with and then placed my order… it arrived the next day and the colour is almost a perfect match 🤯”
