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I ordered custom hair the middle of February. I was in no rush to get it it's a 6 to 9 days for custom hair. So no big deal. Then the Pandemic broke out and it had been about 14 or 15 days so I decided on March 30 to try to call this company. Well, don't bother bc you'll have to leave a message and no one will EVER call you back. Trust me after a multitude of messages. I NEVER received a tracking number until I emailed to see when my hair was so long story short it's April 21 and I jhave st got my hair in today after the run around for 2 months and NOT OFFERING ANY HELP or Anything. I get upset and tell them I'm going to dispute the order with my bank and leave a review on hear and this is the email I received.
Khristy N.'s review of Airy Hair earned 4 Very Helpful votes
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Thank you for the feedback. I’m the CEO of AiryHair, Sam Fisher, and together with our support staff we went to analyze your case. First, let me say that the bad experience that you’ve had with our customer service representee is not normal.
Due to the COVID-19, we were forced to quickly outsource the staff to the third-party company and as it turns out, that company wasn’t as high-quality as we’ve had hoped. The same person who was hired by the third-party company was handling your emails and has since been fired. We apologize tremendously about not catching all the wrongdoings sooner.
We’ve learned from our mistakes and won’t be outsourcing support staff ever. The COVID-19 caught us off guard, like the rest of the word and we’ve failed to provide you with the best possible experience that you deserve.
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Regarding long shipping times:
Your custom order was placed on the 18th of April 2020 and was shipped after just 7 days. The production times for custom orders are 6-9 business days as noted during order process. That also happened during the delays due to COVID, so we consider this to be as fast as shipping and production can get.
Free USPS shipping takes 10-15 days, but this weren’t as smooth during the COVID-19 period. Lots of medical supplies like masks, sanitizers, and so on were shipped at that time in massive quantities so delays were unavoidable. However, it is not your fault, and we apologize for the delay.
Our solution:
We did our best to notify (prior checkout) about the possible delays of up to 30 days and recommend FedEx instead. Even after checkout, we then manually contacted everyone to make sure they are okay with free shipping and delays. After more issues with USPS, we were forced to temporary remove free shipping completely.
However, while it was unfair for clients who didn’t mind waiting in favor of better price, the current situation with free shipping delays creates some discomfort and due to comments on delays, we have it off for the time being.
Regarding your chargeback:
We can see that your chargeback was filled under the reason of "Unauthorized Purchase" and hence was rejected by your bank in our favor due to "fraudulent evidence" since you did purchase hair by our own free will.
Still, we would like to provide you with a onetime 50% discount if you would like to take another chance with the fastest FedEx shipping as guarantee as well.
Thank you for choosing AiryHair and here, on behalf of everyone at AiryHair, we would like to apologize for the bad experience that you've encountered.
The unfriendly outsourced staff is no longer with us, the things are back on track, we are prepared more than ever in case of crisis as extreme as COVID for the next time, and we are here to try to make the world a much better place.