EbonyOnline

I ORDERED MY ITEM ON THE 13TH OF APRIL VIA EXPRESS AND IT IS NOW 7 DAYS LATER AND I CANNOT TRACK MY PACKAGE ON YOUR WEBSITE NOR CAN I GET THRU TO SPEAK TO SOMEONE ON THE CUSTOMER SERVICE LINE. I ALSO EMAILED *******@EBONYLINE.COM AS HAVE YET TO RECEIVE A REPLY EMAIL... I UNDERSTAND THAT WITH EVERYTHING GOING ON WITH COVID 19 THERE MIGHT BE A DELAY BUT THE LACK OF COMMUNICATION YOU GUYS HAVE WITH PAYING CUSTOMERS IS TERRIBLE. JUST AS EASY AS IT WAS FOR ME TO PLACE MY ORDER AND YOU GUYS TAKE THE MONEY OUT OF MY ACCOUNT IT SHOULDN'T BE THAT HARD FOR ME TO TRACK MY PACKAGE NOR RECEIVE MY PACKAGE IN A TIMELY MANNER. I PAID FOR EXPRESS SHIPPING! AS A FIRST TIME BUYER ON THIS SITE THIS IS TRULY AN UNPLEASANT EXPERIENCE.

SIGNED BLACK GIRL HAIR PROBLEMS...

I agree with many of the reviews on here. I placed an order with Ebonyline and my order was never shipped. I had a hard time getting through to customer service. They gave me a bogus order # and never shipped my items until I called them and complained. It took over 2 weeks to get my hair. I definitely won't be ordering from them again

They were doing ok last year with shipping orders out. Now they false advertise their same-day shipping and almost every order I've placed gets shipped out 4-5 days later with an excuse of how it's still within the "24hour" window. Also sometimes the product is not in stock as advertised so it won't be shipped out until about a week later instead of same-day as promised as well. This has caused me problems with my own clientele. I try to avoid buying from them unless they have something no one else does.

This company takes way too long to ship items. I ordered on July 2nd and they still havent shipped my item out. And this company doesnt have alot of items im stock either. Ill never order

I've ordered fro ebonyline in the past and they never cover your return shipping. Next time I'll just go to the store and buy. It's not worth the price you pay.

Thank you Larissa! I love my hair, and the quality of the hair. Will definitely be purchasing again. If you're questioning it, BUY IT NOW

This company has the worst shipping history. You pay to get 3 days shipping and your package arrives in 7 days. If you must buy from them order a month before you need it. Their customer service is wanting, they keep lying about the delivery

I ordered units from them 2 weeks ago... my purchase was complete and I didn't have any ongoing issues until they emailed me three days after my packages were supposed to be going through processing to tell me that my items are out of stock. I'm like how in the world is it possible for me to purchase something that's entirely out of stock. So mind the readers I ordered this two weeks ahead of time because my wedding is on the 12th of February and I expected to have them here before then. These people pushed shipping back a week for me and this is the third week... I have yet to receive an update on when I should receive my package! I will never order from them again! I really feel like the only credible offering they have is the few dollars cheaper their items sell at because customer service is trash and so is the shipping process!

Ok so this company does not let u know when something is out of stock! U must call 1st to find out to not have to go through the hassles I've been through over & over w this company. Especially if it's for special occasion, 1st CALL & ASK! I would only give 2 stars due to this issue. But as far as the agents, they are so kind & polite over phone. They speak very clearly & it only takes a minute or 2 for a *******@Desiree the agent I would definitely give 5 stars to! Thank you Desiree for clearing my issue up! U definitely are an amazing agent, you deserve a raise

Hello Ebonyline.com, Why did you send me a mail requesting me to send by identification card for verification and processing of my order *******? This quite unusual for online purchases. Why are your phone lines never answered by a person, and cuts off immediately after the machine recites its prerecorded message?

I have spoken to my Credit card company and they said all verifications should be done through them, because it is not safe sending such identification for online purchases.

When will my items be shipped? I paid for priority international shipping.

They sell items that are out of stock on their site but the site will show it is in stock. Was not notified until I reached out via email. Also did not get confirmation email for order after placing my order. Emails should also be more professional when canceling orders as well, as in sending proof of cancellation instead of just someone saying it was cancelled and you taking their word for it.

Since my natural hair journey started, I have used wigs to bridge me over the gap. I've ordered from this site with only a few snags that seemed to be not worth the fight. I have received a unit that was nothing like advertised, but I was not going to go through the hassle of returning at my cost. Most recently however I ordered a unit (the Vanessa Smart wig) that came to me in a state that was otherwise new. I had previously been told that they could not get the unit, but then i guess they located the unit. It came in a different package from the original picture, in fact i initially thought I was inadvertently sent the wrong wig. Upon opening the package, the wig was inside out, none of the normal packing was included, and there was traces of oil on the wig. There was also a random piece of hair in the packaging as well I contacted customer service and provided photos of the unit and was given the cookie cutter return policy. Now this would be find if I simply didn't like the unit, but because they sent out a previously used and most likely returned wig I took issue with this. My correspondence with the company was futile and i was basically blown off. I will no longer do business with this company and would not suggest that you do. They do not handle issues professionally. All your problems are just that... YOUR PROBLEMS.

I received an email hours after I placed my order and after Ebonyline had taken the payment from my account. The email was asking for me to send a photo of the front and back of my credit card plus send a copy of a government issued ID - within 5 days - or my order would be canceled. Doesn't this sound strange? My bank thought so too and suggested I cancel my credit card listing the reason as 'stolen'. I emailed Ebonyline but I think they were already closed for the weekend. I will phone on Monday to let them know their customer records might have been hacked. Since they already withdrew payment from my account, including an up-charge for priority USPS shipping (which includes tracking) I am hoping I will receive my purchases with no problems.

I ordered three wigs. The wigs are horrible. Nothing like the pictures on line. The return policy is crazy. The way it is set up is you can't take the wig out to see it. It has to be attached to the the box which mean you can't see it. I am so angry. These wigs are horrible. To me two of the wigs look the same in different packages. Ladies this is a true review trust me do not buy from here. I gave it two stars because it was shipped in good time. To bad i hate the wigs

So I ordered a unit that was listed as in stock with a 2-4 shipping time frame after not having any updates via email on an order status I emailed them. They were prompt at responding less than 10 minute! The customer rep told me that for their company if a product is listed as 2-4 shipping it really means out of stock and could take an additional 5-7 days Was also told that this is stated in their shipping policy, which I went back to read twice and have yet to see that listed. If an item is out of stock it should simply say that and not mislead customers. This is my first and last order from this company.

I found the site by looking for a specific wig. I heard of Ebonyonline before. I thought the prices were great and not that they were too good to be true I just thought they were reasonable prices. The first order placed I canceled due to being overcharged for shipping. If you have to modify something like your address, telephone number or even credit card information the page seems to revert back to a setting for a higher shipping cost and you may not catch that before you click the confirm button. Also they may have coupons listed on their site but they won't be working.

So on my second order I decided to order 3 items and was excited to receive them in the mail. However, six days after placing my order I received an email stating my order had been modified because one of the items was unavailable. I was disappointed because essentially I ordered an item that was listed on the site as in stock and it was actually out of stock. But at the end of the day I thought hey, I'll just wait for my other things to arrive. After about a day or so I realized I still did not have a tracking number. I went ahead and reached out to customer service and I was told they had not shipped anything because they were waiting on me. Nowhere in the email does it state that I need to respond, that they need an OK etc. if an order has been "modified" that means the order should still be able to ship and a refund given. These people need to work on their customer service even when I was communicating with the rep via bear chat it was like I was communicating with someone that lacked logic and basic communication skills I will not be ordering from this company again.

Ebonyline does have great prices and I really liked the units that I ordered from the site. However, this is my second time having shipping problems with them. The first time was in October when I placed an order for $350 and then didn't receive any shipping information for almost a week. I finally got into contact with them and they told me that they sent an email asking me to verify my identity because of the large order. I respect this because they're just trying to protect their clients and their business. However, I never received any emails from them (I checked my spam folder and everything) and they don't communicate on their website that larger orders will require additional verification. And in the end, they didn't even offer anything for my inconvenience and their lack of communication even though I spent hundreds of dollars with them. The second time was today. Like some of the other reviewers, I received an order confirmation and paid extra for priority mail shipping, but hadn't received any shipping information or update 3 days after I placed my order. When I called in to speak to customer service, I was informed that one of the wigs I wanted had to be ordered from the manufacturer and there would be a 7-business-day delay. I was also informed that they do not break orders up, so I would have to wait to receive the other wigs I ordered as well even though they were available. Once again, no one offered to refund me for the $13 that I paid for shipping to make up for their lack of communication. If I pay $13 for shipping, I expect to receive my items within a few days, NOT 2 weeks. Then, I came on this site and saw that Ebonyline's response to anyone who complained about shipping issues related to poor customer service and lack of communication on the company's part was to "encourage" the customer to call within 2 hours of placing the order to check for delays and to make sure that the item is in stock. First, YOUR WEBSITE listed the item that I ordered as being in stock and did not mention any delays. Second, it is not my job to check for delays. It is YOUR job to inform YOUR customers of delays with their order. And, no where on your actual website does it say that customers need to or should call within 2 hours of ordering to check for potential delays. The fact that your response was to blame the customers for your lack of communication and professionalism speaks to how unprofessional you actually are! Like I said, the actual products and prices are great, but y'all are going to lose business if you don't insist on your customer service representatives communicating better regarding shipping issues.

I hesitated to write this review. I feel that as consumers our instinct is to report situations in which we've been wronged, and rarely offer praise as quickly. I have ordered from Ebonyline many times before, and while they're slower to ship than most retailers, they're usually a little cheaper. I ordered 2 wigs from them. They followed up to let me know that one was not in stock, though it was listed as such on the website, and asked if I wanted the wig in a different color. I ordered that particular wig in a very specific color, so replacing it with a black or brown wig would've defeated the purpose, so I ended up ordering elsewhere. I asked them to replace my wigs with two wigs that should've added up to the same price as the original wig. One of the wigs turned out to be a specialty color, so there was an upcharge and a remaining balance that I paid reluctantly. I felt that as the customer I shouldn't have paid for their mistake, but I did. I had to follow up on my shipping information as they'd not provided an update. Once the wigs finally arrived, the order was wrong. I have been going back and forth with them for the better part of a month and their idea of resolution was to refund the purchase, have me return the wig and then reorder the wig I originally wanted. I never complain for the sake of getting things for free, so I wasn't looking for a handout, but in my experience, when companies have made a mistake they go out of their way to appease the customer. Sadly, that experience has soured my opinion of them and I will never be using them again.

I have been a longstanding customer of Ebonyline.com. I'm talking years! Here it is the holiday weekend and I placed an order 6 days ago and my ORDER HAS NOT EVEN SHIPPED! NOW HERE I AM STUCK WITH AN OLD WIG FOR THE HOLIDAY! I also want you to know that there is no need to log in for reward points- I placed 5 orders and received NO POINTS! THEN WHEBN I ASKED FOER THE POINTS I DESERVED - I WAS SASSED AND TOLD POINTS CANNOT BE ADJUSTED! VEW THE CONVERSATION
Hi, how can we help you today?
I wanted to inquire about where my order might be - and I wanted to speak to a supervisor
Hey tracye dean, All our agents are busy at the moment. You will be attended in a bit.
Amelia has joined the conversation.
Order number
*******
Hello?
Your order ha snot shipped out yet
Is there a supervisor I can verbally speak to?
I am a long standing customer and this order should have shipped by now and the communication sucks
I would like to cancel my order receive a full refund and i will no longer use ebony on line
I will not be treated like crap when I'm spending my hard earned money
Now I'm stuck without hair on the holiday
Please give me a moment to cancel the order
I want to speak with a supervisor immediately\
Why do you keep ignoring that part
Ma'am I am the manager
Well can you show some professionalism and explain to me why i haven't received my order and why i have 6 orders since October 2019 and have received no points?
Why has my order not shipped and i placed it on 6 days ago?
I have 4800 followers on Instagram AND I DO REVIEWS ON CUSTOMER SERVICE ALL THE TIME
Per your request I have canceled the order. In order to receive reward points you need to be signed in before you place an order.
This will not be a pleasant review i can assure you of that
I am clearly signed in if you look at my account
I never place an order without signing in
'so check your information before you respond
I have not received any points on my last 6 orders
MA'AM I DID CHECK MY INFORMATION
YOU NEED TO SIGN IN FIRST THEN ADD THE ITEMS TO YOUR SHIPPING CART
Clearly you didint
Andf stop[ ma'aming me that's unprofessional too
*******
6/25/2020
TRACYE DEAN
*******
5/28/2020
TRACYE DEAN
*******
4/30/2020
TRACYE DEAN
I appreciate you reaching out but I will not keep being on the line if you will be rude
*******
4/2/2020
TRACYE DEAN
*******
1/23/2020
TRACYE DEAN
Per our policy we cannot adjust points.
Those are the orders WHERE I LOGGED IN
AND I HAVE NO POINTS
IM NOT ASKING FOR AN ADJUSTMENT IM ASKING FOER WHAT I HAVE EARNED!
That is considered an adjustment
You do not have any points because you did not sign in correctly.
I do apologize for this but there is not anything I can do
WHY DO I NOT HAVE ANY POINTS ON ANY OF THOSE ORDERS
I DID SIGN IN CORRECTLY
NOTE MY NAME
LOG INTO MY ACCOUNT AND LOOK AT THE LAST 5 ORDERS ON MUY ACCOUNT
IM FILING A COMPLAINT ON BBB AGAINST EBONYLINE THIS IS CRAP
SEND ME CONFIRMATION OF THE CANCELLATION AND AFTER THAT YOUR COMPANY CAN KICK ROCKS
ONE MOMENT
IT WOULD HAVE BEEN NICE TO SPEAK WITH A MORE PROFESSIONAL SUPERVISOR
WOULD YOU PLEASE WAIT
WHOM REALIZES CUSTOMERS ARE KEY TO A SUCCESFUL BUSINESS
MA'AM NO ONE IS SASSING YOU
BUT NO YOU JUST WANT TO GET SMART AND THINK ITS CUTE TO SASS ME ABOUT SOMETHING I SPEND MY HARD EARNED MONEY ON
IF YOU GIVE ME A MOMENT TO SPEAK THEN I WILL BE ABLE TO HELP YOU
I SAID DONT MA'AM ME
AND YES YOU WERE
BUT ITS OK MY FOLLOWERS ONLINE REVIEWS AND THE BBB WILL BE HEARING ABOUT THIS
I will transfer you over to the reward points dept
You are now talking to Kimberly
OHHHHH NOW I CAN BE TRANSFERRED
SMH
Hello Tracye, Amelia has told me the situation and informed me with what is going on and i will be more than happy to help you with is
I WANT TO SPEAK WITH SOMEONE IN YOUR CORPORATE OFFICE TODAY PLEASE
I am listening
ARE YOU A SUPERVISOR?
CAN I PLEASE HAVE YOUR CORPORATE OFFICE NUMBER
But let me explain this to you real quick, per our policy we usually cannot adjust any points due to security problem but this time as one time courtesy we will go ahead and adjust the points for you:)
No I am not but I will be able to adjust the points for you
I ALSO NEED TO KNOW WHY I ORDERED PRODUCT 6 DAYS AGO AND STILL IT HAS NOT SHIPPED
For order# *******, correct>?
NOW IM STUCK ON THE HOLIDAY WITHOUT PRODUCT
YES
Let me check that out for you allow me one moment please
IT NEVER HAS TAKEN MORE THAN 4 DAYS FOER ME TO RECEIVE AN ORDER
SO TO FIND OUT IT HASNT SHIPPED IS NOT RIGHT AND ITS BEEN 6 DAYS
I am so sorry for the inconvenience and it looks like the reason looks like because we did not have any left in stock for that color and we had to order more
And we have received more stock today so we were going to ship it out for you
But it looks like the order is canceled? Is that right?
YES BY THE TIME YOU SHIP IT I CAN ORDER FROM SOMEONE ELSE AND AT LEAST HAVE IT BY MONDAY
We apologize that we were not able to deliver the information out to you and as well as the hair product you ordered
BUT I SHOULD HAVE BEEN COMMUNICATED THIS INFO SO I COULD HAVE EXPLORED MORE OPTIONS FOR THE HOLIDAY
Yes, I understand how frustrating that is and I cannot apologize enough for this situation
Here you are with a chance to show how to rectify a horrible situation wghat are you prepared to do?
From a customer whom has ordered from ypou for yearssss
We definitely have canceled the order for you and your pending charge, the amount of $35.94, will be removed from your bank account in few hours
Wow ok
You will see exactly how i feel avout that in the coming days per my reviews online and my contact with the BBB
We apologize sincerely for the inconvenience Tracye
But since you were transferred to me for the reward points, that is something I can help you with instead of the currently canceled order
Hello Tracye?
YES
Yes
Can we go ahead and talk about adjusting points?
Do what you will I'm not going to use your service after today - i am typing complaint to the BBB as we speak
Ok so then you do not want me to adjust any points on your account, correct?
Oh no adjust them
I earned them
I want them to show to further reflect my complaint
Andshow the quality of service to expect
Will you use the points for the future use?
12:14 pm
JUST PIUT MY EARNED POINTS ON PLEASE
IM NOT ASKING FOR ANYTHING I DONT DESERVE
I SPENT MY MONEY - ADD

I was using Ebonyline for a few years, the one time I didn't receive my ($350) package they do nothing. I get sent back n forth between them and USPS and never received my hair or my refund from either. I decided I'm done after that. When you get your stuff it's great, quick and wonderful. When you don't, you get no help or resolve!

I had a conversation with one of the workers,
About an exchange for a different color. She confirmed she had received the item and would make the color change.
Three days later I received my order.
It was the color and a new shipping charge.
Unbelievable!