“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.”
“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”
“The customer service is the absolute worst. The tracking system is a scam and just wants you to purchase more things, but never tells you where your package actually is . Half the emails that they supply you with to reach them for customer service. Return to sender. I spent a significant amount of money and would have expected some customer service not even a reply. Shame on you.”
“Just completely sad the way my order arrived.. looked like something o could've ordered off of Amazon.. I've been buying Zala hair extensions for some time and I love how it always comes in its box with instructions little shampoo and revive for the extensions it makes spending 100$ but not this time.. the hair came wrapped alone with a tie.. nothing else. No label no nothing.. very sad”
“I ordered express shipping to ensure my order came quickly and 5 days later it’s not arrived. And to top it off I have no idea how far away my order is because they make you use the shop app which is terrible at tracking your order. I have no idea if my order has been delivered to the wrong address or even if it’s been shipped because I can’t tell. I’ve ordered these hair extensions for my wedding and if they don’t come I’m not sure what I am going to do. I am 20 days out from my wedding and if they are the wrong colour I have no time to buy more. The whole point of paying for express shipping was to ensure I had ample time to get the extensions and make sure they were the right colour weeks before my wedding.”
“I had bought hair from you guys and this time is the worst wordy hair ever I had to remove the hair is falling the quality the worst I had spend almost 600 dollars on this hair and us the worst experience I need a call or message from Zala”
“I ordered a set of clip-in extensions and paid for next day delivery. Got an email two days later saying it was out of stock even though online it said it was in stock. I still have not received the extensions.”
