Caitlin D.

There are good and bad point to this site. The customer service really is a nightmare with this shop, I was sent automated messages everytime I tried to ask a question and was given inaccurate information, for example requesting whether a top would be restocked I was told all sales were final and it would not, but by chance came across the top again several days later. I also have several glitches with the system where I would be mid purchase and it would delete my tote. However once I bought the items I found delivery very quick, prices sort of fair for the standards I got, colours were decently accurate online compared to real life, as were sizes, and somehow the package was delivered without me being stung for customs fees. I bought six items and was only disappointed with one - due to the apricot colour being a lot more sickly in real life. If it werent for the bad customer service I would happily give a 4!

I bought 21inch body wave extensions from this company. I have quite curly hair and was a bit apprehensive about buying online, however I decided to send them a photo to indicate what texture I needed and was advised to go for the same one but in a different colour. They arrived quickly - however I am currently living in the Netherlands and was stung with a $50 import fee, which is not the companies fault.

My extensions were a close match in colour (you can never get it just right!) and they had a beautiful wave to them and were very soft. I was very pleased. However after just one wash - following all instructions for hair extension care, they were almost completely straight! I tried everything to get them back to the original curl but it will not work, I curl them every couple of days/ every time they get wet and it still hardly stays!

I was gutted because I did not want the maintenance of curling them to match constantly, which is why I did not buy straight extensions! On top of that they lost all the silky texture they initially had! And there were several coloured hairs - like fake hair that is pink or striped inside the extensions, which makes me wonder how much of the hair is human hair as advertised!

I contacted the company describing the item as faulty, and sent photos of me wearing the hair which blatantly shows how straight the "wavey" hair was, in comparison to how they advertise it. I was sent several rude messages following this saying that because i had taken the hair out of its packaging I could no longer return the item - cheeky as it was only apparent it was faulty after washing! When I pushed it further showing the photograph I had sent of the hair I have, saying it was a good match and then a photo of the straight hair I received, I was simply told it was you that chose to take the advice we didn't make the purchase for you. This is appalling customer service to give advice solely to sell a product that is a bad match and then when called out on it to say well tough luck you chose to listen to us. I was eventually given the option to receive a partial refund of $20 or to send the product back for testing, however I am doubtful they would have tested properly and agreed to a replacement. I also couldn't take the risk because after the cost of paying return shipping and paying a second customs fee of $50 it would simply not be worth it. Eventually they allowed me a $35 refund, which paid part of the price for the new curling tongs I have to use daily. It is only because of this offer I have bumped up the site from a 1 star to a 2 star. Will not be using them again

I have only had one experience with this site and it was a lot less than ideal. After several days of frustratingly trying to purchase several items with them dotting in and out of availability as I waited for responses because my 50% off code was not sent through. I had several problems with the pages redirecting me for no apparent reason, and was told that items I had purchased were out of stock and would not come back (via CS email) only to have them reappear and deal with adding, rechecking the site etc. They then refused to send me my 50% discount until I had connected through facebook - except that i already had so that was not an option. Again I got automated responses and eventually all my items in the bag were out of stock before tobi had even had an actual person respond to help me. There was about 5 or 6 emails I sent them during this time, everytime only receiving automated responses and a "how was your experience?" response which is all the more annoying.

The customer service was very poor and clearly automated, so I was already quite frustrated however I went along with another try at purchasing anyway. Upon using my code and having the items sent out I found they had not applied the discount and I had been charged in full. These were items I only wished to purchase because why not when they are half price. When I emailed this I was advised to wait until my purchase arrived as some of the items cannot be returned?

It took a long time to receive my order and when I did the quality of clothing was very poor. All items were size smalls but some looked about 2 sizes too big for me while others were incredibly tight. One jacket was not even there! I was very happy with the pants I ordered though, and one of the cardigans was ok. I enquired about returning the other items about a week later and about my money back for the discount refund.

As it happened, the pants I loved were such poor quality within a month they had disintegrated and looked so sloppy I could not wear them. Sadly, not realising the limit of time I had to return the item (due to the long wait to receive them but also I take a partial blame for not thinking about this sooner). Because of the time between they refused to allow me to return items which is understandable. I therefore requested a refund on the discount they gave me which didnt work (it is worth mentioning this was about $100USD it would have saved me, if not more) and about refunding me for the item they had forgotten to send (a $66 trench coat).

I received a response simply saying that unfortunately due to the time frame they could no longer accommodate missing items. But "Thanks so much!" although it had been several weeks since the return policy had passed I had mentioned this item immediately upon receiving my package and it was not followed up on by them. They refused to refund me the trench coat or my 50% discount but gave me a $66 store credit to use and (i am presuming) I could use the 50% another time.

I was already frustrated by that experience (which was last year). However I saw a particularly lovely dress the other day and my store credit would cover the costs, so I enquired as to how to retrieve my $66 store credit while making my purchase. To this I received an email saying as 9 months had elapsed since then my credit had expired - I was never told it had expired and I wasn't exactly rushing back to buy more stuff after last time, so because I had not found something else to buy so quick I was denied my store credit too.

Appalling site to buy from, I saw where my faults were (i. E. I should have followed up more actively on refunds rather than thinking mentioning it once or twice would be enough) but I faced every single set back. The two clothing pieces I liked hardly lasted at all, and all the rest sit in storage unused because nobody wanted to buy them once they realised the quality. I spent over $300 and it was the worst purchase I have ever had.