“If I could leave negative stars, I would. I ordered one of the new red shades, which upon arrival, wasn't even close to the color listed. I've had my hair this color for two decades, with multiple brands of extensions and have never had an issue. So, right off the bat it was defective/incorrect. I attempted to color it, as I've done in the past before reds were offered. I used a color line I know very well, following Donna Bella color guidelines. The hair processed in a way I never would have expected and they were not able to be used. Before doing anything else, I emailed your customer service with a detailed account of all of this. I was even thanked for initiating a return. Shaelah very clearly didn't read the actual complaint because she didn't address any of it. I emailed asking for clarification or confirmation on a refund, as I would have to attempt to sell them as is if a refund wasn't possible. She confirmed they'd review it. After not hearing anything, I had to email for an update. She told me they had been worn (they were never installed) colored, and not in original packaging. ALL OF WHICH SHE WOULD HAVE KNOWN BY READING MY ORIGINAL EMAIL AND PROVIDED PHOTOS. So now they are being sent back to me? I wouldn't have bothered sending them to begin with. I have had nothing but issues with your hair, especially with color. Stand by your product, especially new releases.”
Hello Kristen,
We're truly sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how frustrating this must have been and regret that our red shade did not meet your expectations.
As communicated during our email correspondence, once hair has been altered with permanent color, it is no longer eligible for return or refund — this policy is in place to ensure the integrity and quality of our products for all customers. That said, we did genuinely try to work toward a solution and reviewed all the details and photos you provided before making a final determination.
We understand this wasn’t the outcome you were hoping for, and we regret any disappointment this has caused. Please know your feedback has been shared with our team, especially in regard to the red shades, as we’re always working to improve and stand behind our products.
If there's anything further we can do to support you within our policy guidelines, please don’t hesitate to reach out.
