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EbonyOnline has a rating of 4.17 stars from 826 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with EbonyOnline most frequently mention customer service, beauty supply, and timely manner. EbonyOnline ranks 3rd among Hair Extensions sites.
This company responds to reviews, but usually not within the first month
No critical highlights yet
Hello hello ladies you must continue to support ebony online I have been a loved with an Account member for over 7 years and absolutely loved my lace fronts the daily andvmosel model collection I have collected all the colors at least three of each and thats alooot of hair lolol... simply amazing and quality hair. Beautiful. You guys five stars thank you ebony online :)
I been a customer of ebonyline for years. I can no longer order from ebonyline because fed ex delivered my package to the wrong address. So therefore I had to go through the company which was ebonyline to get a refund. Now I don't think that was fear because fed ex delivered my package to the wrong address, so I feel fed ex should have to pay. Ebonyline got upset and when I placed a recent order they regret to inform me that I can no longer order from them because of that situation. How is that my fault? Why am I being punished for being a customer for years and fed ex delivering my package to the wrong address. Never happened before. It's cool.
I been a customer of ebonyline for years. I can no longer order from ebonyline because fed ex delivered my package to the wrong address. So therefore I had to go through the company which was ebonyline to get a refund. Now I don't think that was fear because fed ex delivered my package to the wrong address, so I feel fed ex should have to pay. Ebonyline got upset and when I placed a recent order they regret to inform me that I can no longer order from them because of that situation. How is that my fault? Why am I being punished for being a customer for years and fed ex delivering my package to the wrong address. Never happened before. It's cool.
Tip for consumers:
Never had a problem until fed ex messed things up
Products used:
Wigs
As long as I been ordering from ebonyline, I never had no problems (knock on wood). Thank you Daejonna D for everything.
Products used:
Hair products
These reviews must be bought because they are terrible! Unprofessional customer service and some of their products are some type of replica/bootleg quality that is not consistent with well established beauty supply stores with the same products. Save your money and time!
Tip for consumers:
Beware of Zahid!
Products used:
None
They charged my CC 5 times & only refund 4 charges. Forced me to use store credit! Never again!
Tip for consumers:
Would not give me my refund the same way I purchased!!!!
Products used:
Cosmetic
The image from the shipper showed a TV instead of the package. Ebonyline refused to file a claim for the shipper to investigate. Terrible service! Do not ever buy from this site...
Tip for consumers:
Never TRUST THIS SITE!!
Products used:
Other vendor
Hello,
We are very sorry to hear this. Please reach out to ask@ebonyline.com so we can get this issue rectified. Thank you
I purchased hair on Monday, August 7th afternoon and paid $21.55 for "Priority Shipping." I contacted their live chat and email because they don't have a phone number to advise them I needed the package by Friday, which is what their website says to do. It's Monday, August 14th, and I still don't have hair! I even pushed back my appointment on Saturday, to the evening because it was initially supposed to arrive on Saturday. I messaged the live chat today and their rep Zahid was extremely rude. I deserve to be refunded for my shipping fee because I did not receive priority shipping. I also asked for a return label because I shouldn't have to pay to ship it back. She advised me they can't do that, which I know you can do if you use shipping carriers. Zahid then proceeded to say to me that she was not going to go back and forth with me. I told her she was rude and I would never order from this company again.
Products used:
I didn't use any of the products because I didn't receive them in time.
Honestly they have great sales just make sure it actually shows up for the sale price in your cart and before you hit purchase. Please know your order will take about 7 days before it is even shipped. I believe this to be my 3rd time placing an order and it will be my last. After contacting customer service it was made clear that despite the company being located a few suburbs over they have to get supplies to fulfill those orders from somewhere else. Shipping from date of order is roughly 12-15 days. Also tracking info is not provided via the website but an email which sometimes you get and sometimes you don't. Truly want to thank the response about shipping received which confirms everything stated above. No order tracking provided and it takes about 7-10 before the order was shipped! Also no mention about why items don't show up in cart for the correct price. Don't get mad at me for not wanting to shop with you again or stating facts based off my past 3 experiences
Tip for consumers:
Shipping will take about 10-15 days after order placed. You will not be able to track the order via the website
Products used:
Hair and hair gel
Hello,
Yes our policy already fully informs this. When you selected Standard Economy 3-8 Business days shipping, the times are estimated and not guaranteed and our policy does fully inform this. We recommend if you need an order by a certain time, please select an expedited shipping method to insure that, since Standard Economy is estimated times and not guaranteed. Below we will post what the policy informs about the lowest shipping method:
Shipping timelines are generally not guaranteed therefore, we are unable to reimburse shipping if arriving later than expected. Once an order has been shipped, we are no longer responsible for how long an order takes to deliver to you. There are many factors that can affect shipping timelines, including weather, postal courier errors, etc. We will ship your order in accordance with the timelines stated above. We will also be more than happy to open an investigation for you, but we cannot reship or refund the order that has been shipped.
Thank you for your feedback!
This company is the worst after getting in contact with their affiliate company Nadula someone from ebonyline finally hit me back i guess the 9 emails i sent wasnt a good enough excuse to write me a email back when ebonyline finally did write back they had to the nerve to tell me to get my points from all my purchases i must be logged in I AM ALWAYS LOGGED IN WHEN I MAKE A PURCHASE! So this is a scam company promising you get points and rewards and you dont recieve any i been writing to ebonyline anout this matter since the end of 2018! So it took almost 2 years to get a response they ignored me because they know they dont have a rewards system thats just a gimmick to get people to buy their products its not right how they treat their customers like our money dont matter it should because it does i just want my points and the rewards i earned so now after i get my purchase i wont be shopping here again and i will go on every rip off or scam site to report this lack of responses please whoever u are dont buy from here they are frauds they dont pick up phone dont email you back u gets nothing from them but they behind to kiss u been warned!
Hello,
Like we mentioned on your reviews from several other sites, we apologize for the inconvenience.
However, we confirmed that and let you know that you been receiving points from us and even used them on your orders.
If there are some other questions or concerns please let us know via customer service email, since we do not operate phone call.
Please don't waste your tyon money they have no customer service. Take your money and you will never receive your order
Tip for consumers:
Shop elsewhere
Products used:
Lace front wig
Hi Erica,
I am sorry to hear you are not satisfied with out processing time frame.
We do advise there is a 5-7 business day processing time since items may need to be ordered with the suppliers. As far as shipping it really varies by method you selected at checkout.
I do see this order shipped pretty quickly and it is out for delivery.
61290988116521651297 via FedEx
Scheduled delivery:
Monday, October 11,2021 by end of day
My problem with this Look Like Used Hair was Never RESOLVED! NEVER ORDERING AGAIN. PHOTO ALREADY SENT
Rebena,
I apologize for any misunderstanding. We are responding and will be reviewing your case. Several email responses were sent
Already and we have been very responsive. We actually do not restock returns, we donate all open items or returning packages.
Please allow time to have this looked and resolved, your cooperation is appreciated.
I ordered over 130.00 dollars in products from this company but it was delivered to the wrong address (unknowingly at first) I sent them an email letting them know that I receive my product. I received a message from them saying that I need to find the neighbor that the product was delivered to since they were not responsible. Are you kidding me. So they are saying that even though they received their money and they send out the product it's not on them at all if it's not delivered to the right person. We ebonyline you will never receive an order from me again and I will report you to the better business bureau also.
Please note: a neighbor from another subdivision delivered my package the next day thank God!
Hello,
Our policy fully informs:
We are not liable for lost or stolen packages after they have been marked as "delivered" by the carrier. To insure your package please select Priority Mail, FedEx Ground, or Expedited Shipping and you must message ask@ebonyline.com to add a signature required at an additional cost to protect your package.
We are not responsible for lost or stolen packages due to an incorrect address. Please proofread prior to submitting your order and verify when you receive a confirmation email to ensure the address and details are correct.
We are very sorry to hear you do not agree with our policy but we recommend that if you want protection on a package to either request signature or choose an expedited method that can be covered if something happens. Thank you!
In the past this company was great now it's trash. On one of my orders it took 3 weeks for me to receive my order. They didn't send out an email or call to let me know the delay. The reasoning behind the delay was because they were out of severe items I ordered. Which wasn't sold out when I ordered the items. The very next time I ordered, I once again patiently waited two weeks before contacting them only to be disappointed my order was canceled. Customer service personnel Larissa was no help and have no compassion for customers, may need to find a new carrier.
Products used:
Hair accessories
I have been waiting almost two weeks for my wig and it has not arrived. I needed this wig for my birthday and I am extremely disappointed, i honestly want to cry. I will never ever order from here ever again. Costumer service has never gotten back to me either. Shop elsewhere!
Hi Taylor,
I am sorry to hear you are disappointed. Please reach out to us at ask@ebonyline.com, we do respond to all emails daily and we are also available via live chat.
Also please be aware that we do have an order processing time which I will link for you to review.
http://www.ebonyline.com/shipping-information
Once again we do apologize for any misunderstanding.
I ordered 3 wigs from this site that were supposedly delivered by FedEx but I never received them. I did get the tracking number from EbonyOnline but FedEx would not help me because of the shipping method, SmartPost. When I tried to file a claim with FedEx I got this msg: ONLY the "SHIPPER" can file a claim and a live FedEx rep also told me that only the shipper can request a trace which is what EbonyOnline asked me to do via email - they are the shipper
I cannot get any help from EbonyOnline on a trace or with filing a claim. THIS IS THE LAST TIME I WILL EVER PLACE AN ORDER WITH THIS COMPANY. GONNA MAKE SURE I PLACE THIS CRITIQUE ON YELP AS WELL.
Vicky,
I am sorry to hear you had trouble opening a trace with FedEx.
Please reach out to us with your order details so that we are able to get an update on this claim.
Once again we do apologize for any inconvenience.
THIS SITE IS A SCAM THEY TOOK MY MONEY THE PHONE NUMBER DOSENT WORK AND EMAILS COME BACK THAT READ THE SUBSYSTEM IS DOWN... BE CAREFUL SCAM ALERT!
Tip for consumers:
Don't do it
Products used:
None it was a scam
Shakeema,
Let me start by saying we are a legitimate company that have been in business just about over 20 years and continue to grow. I understand your frustration with the mail service delivery that you chosen since it was delayed however we have reached out to you via telephone and email and we have not received a response from you. Our website is up and running without issues, we are receiving emails and live chats. The tracking you received is a valid tracking that by the way we do not generate ourselves, USPS generates the tracking numbers and they can be verified on their website and at any USPS post office. I will reach out again for a resolution and to confirm the address you entered since I did see the USPS indicated the address is not valid and the order may be returned to sender. We do apologize for the delays and for the mishap.
I have been purchasing from ebonyline for more than two years and I will certainly not be doing business with them again nor be referring anyone to their website. I have never had a bad experience till now. I made a purchase on November 8.2022 and till now(12/17/22), I still don't have my order. My order was not shipped till 8 days after I purchased and it is stuck with FedEx for over a month now and they don't care. What they are telling me is that they cannot refund my money or reship the order. I have even had to call FedEx three times because of this and they told me the seller has to file a complaint on my behalf. I have reached out to ebonyline numerous times and I am just appalled at the level of customer service I have been getting. They have my money and I don't have my order and they are okay with it. Just beware when you have to deal with situations like this. You are just a number to them. They don't care about their customers or how long you've been their customer.
Tip for consumers:
They won't refund your purchase if you don't receive your goods
Hello,
We fully informed you we are not able to assist unless the order has had no movement for 15 consecutive days. This is fully informed in our policy as well. We do understand your frustration but we have a policy in place and follow it 100%. Since it has been 15 days we will be happy to refund this order. Have a great day!
I have tried to reach out to this company about my order I ordered some wigs and I have not heard from this company. I tried to track my order i was not able to track it get in touch with anyone.
Tip for consumers:
No one will respond to you.
Products used:
Paid for wigs that were never received.
Hello,
I apologize for the trouble you have experienced. We can further assist you. Please contact us through email at ask@ebonyline.com or through live chat located on our website. We will be more than happy to assist you.
The absolute WORST customer service imaginable. Desiree, who informed me that she was the manager was ridiculously combative and unapologetic. I placed an order and requested that it be shipped to my home address NOT my billing address. She literally called me a liar. I have emailed proof that this was requested several times and proof that I called several times before the order was shipped as well but was ignored. They were very quick to send emails in regards to payment though. DO NOT ORDER FROM THESE PEOPLE THEY WILL RIP YOU OFF!
---------------------------------------------------------------------------------------------------'z
Ebonyline has everything! The customer service is Awesome! Shipping is fast. I order from tgem all the time.
How are u taking peoples money and have no tracking available for the product they purchased… felt like a scam but they refunded my money after I had already waited the full processing time the email said to give them time to do. Order placed on June 24th and still no confirmation by July 5… smh if u have patience gone ahead and see what u get.
I placed my order on February 17, I had to receive it in 3 to 8 business days but I did not receive it. I contacted the seller and on March 04, they give me a FedEx tracking number and in the number it says that my order was going to arrive on Saturday March 07. Wednesday, March 11, I sent a message to the seller because I still haven't received my order and until today I don't have a response from the seller.
I ordered some hair on a Sunday. I paid for priority shipping. That obviously means that I need my package ASAP. They didn't put my package in the mail until that Friday. Very unprofessional customer service. They wanted me to refuse the package in order to get a refund and hope that it gets back to them. They advised that if there were any fees for refusing it I was going to be responsible for it. I don't know who running that company over there some kids.
I placed an order and it took three weeks for it be shipped out. After one week I inquired about it and was told it would be shipped out in 2 to 3 business days a week passed and I inquired again and received the exact she response. Once my order was shipped it said delivered it was not delivered to me. I reached out to FedEx and was told it was signed for but there was nothing they could do and to reach out to ebonyonline because they used smartpost so they have access to the delivery drivers name and who signed for it. I reached out and was told they didn't have anyone sign for anything look at their shipping policy and once it says delivered that's all that matters there is nothing they can do. I reached out again and said I'm not looking for a refund or anything I simply want to know if they can look and see who the driver was. I recieved a one line email saying it was smartpost and to have a good day (which I already knew and referred to in a previous email). I have ordered from Ebonyline before never had an issue which is why I'm completely surprised by their terrible customer service and will not be buying anything from them again.
Products used:
Didn't recieve package
Hello,
Yes sorry, our policy fully informs:
We are not liable for lost or stolen packages after they have been marked as "delivered" by the carrier. To insure your package please select Priority Mail, FedEx Ground, or Expedited Shipping and you must message ask@ebonyline.com to add a signature required at an additional cost to protect your package.
This is fully informed in our policy and asked to be agreed to at the checkout. We are very sorry but if the protocols stated were not followed, we would be unable to assist since you didn't ensure your package.
This website is terrible. I ordered from here once before and they did not communicate that the item was out of stock. I was just waiting and waiting until i finally emailed and encountered the RUDEST customer service agent. I tried to give the website a chance again because they were they were the only ones who carried a specific item, and once again they did not communicate ANYTHING regarding my shipping I had to email them ONCE AGAIN to get information. Again, I encountered the agent. * is the worst person I have ever spoken with or emailed. This man or woman needs to be trained in CUSTOMER SERVICE! This person makes me not even want to TRY to spend my money here. I ordered a week in advance and paid for priority shipping and it will not be here on time. They do not even want to cancel my order and give my refund. Extremely ridiculous, RUDE, and UNPROFESSIONAL. ORDER: #*******
*Personal information redacted by admin
Hello Jessica,
I am sorry to hear you are not happy with your ordering experience. I have looked into your order
And also reviewed the emails. Looks like our rep was simply informing you of the delays with USPS which is also listed on their main website. We unfortunately cannot cancel an order that has shipped and is in route to you. I will post the link of our order processing time frame which is also listed on our website. http://www.ebonyline.com/shipping-information
Once again we do apologize for any misunderstanding.
Three reasons why I rated this company with one star:
(1) The site is not updated to reflect in stock items only. It allows customers to place items in the shopping cart that are not available. And no, this is not due to several orders being placed at one time.
(2) The company fails to automatically credit your account for reward points, which causes customers to go through the hassle of begging for assistance. This happens even when you are logged into your account before you place items in your shopping cart and when you check out.
(3) Customer service never addresses an issue with one email because they fail to read before cutting and pasting a response. This causes the customer to have to follow up multiple times until a good customer service rep comes along and successfully fixes the issue at hand.
Hair reviews: The actual items that I have received are all 5 stars. No issues with the actual items. However due to the 3 reasons listed above, they deserve 1 star.
While selecting products to purchase, it stated that the particular product I selected could be shipped in 24 hours. 7 days later and it still states on the site that my order is processing. I sent and email requesting that my order request is taking too long and that I wanted to just cancel the order. I rep. Sent a response email stating that not all items available for ship within 24 hours... but that not what was stated on the website before I purchased my items. It literally stated that the items that I chose could ship in 24 hours. Meanwhile, the rep. Refused to address my request for order cancelation. I've now sent 2 more additional emails with no response... don't bother people!
Tip for consumers:
Don't bother
Products used:
None, I haven't received my product yet.
Hello,
Please email ask@ebonyline.com or chat with us for further assistance on this matter, we thank you for your feedback!
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Dear Eva G,
I apologize for the trouble you have experienced. We did try to assist you as best as we could. We deeply apologize for any trouble we have caused.