Lawrie h.

I originally ordered hair extensions from this company on the 7th July 2015. I was assured they would be with me within 9 working days. I specifically ordered them to be custom made for my friends wedding. Initially the customer service was good, they made me feel at ease about sending the £207. Time then went on and there wasn't any sign of the hair. Tried using the live chat to communicate with the team, after a few attempts at this they said the hair would be with me by the Thursday 23rd July. Thursday came and no hair. Tried to chat to them again, I was told the hair had been sent out and would be with me Saturday morning at the latest. (Hair appointment booked for the Friday) luckily I managed to rearrange the appointment. Saturday morning came the hair arrived. I rushed to my appointment opened the hair and to my misfortune the hair was not at all near a colour match to my own! It was almost green, how ashy it was. My hair isn't at all ashy! I expected it to be balayage /ombre, hair just looked highlighted. I contemplated putting the hair in as I was desperate and sick of waiting at this point but hair dresser advised me not to. We then realised the hair didn't seem very thick so we counted the bonds. I payed for 150 yet when we counted them there were only 107! May I add they were sent bundled in two bobbles without an invoice enclosed. The envelope also stated the hair was sent the day previous so they had lied. I tried to contact them, at first they ignored my messages. I then asked for a manager or line managers contact number. They did give me a number so I called and explained the whole scenario to her. She was apologetic and seemed genuine. She asked me to send her pictures of my hair and she would personally see they were put right. She asked me to send the hair back first class next day and she would refund me the postage and give me the missing hair plus 50 more. She assured me this would take no longer than 3 working days for the hair and 2 days delivery back to myself. I did as she wished and waited...
A few days later no response to the email, no acknowledgment of receiving the hair. I Tried to contact the manager but the phone was off, I also tried texting her with no reply.
I asked the staff on the live chat and they confirmed they had received the hair but was waiting for the manager to get back from Italy and she was going to see to the hair. I Left it a few days but still didn't hear anything. I chased it again and again (staff only answered the chat when they felt like it). On the Monday I did get a response saying the hair would be dispatched and with me by Wednesday, waited in Wednesday morning... No hair. Chased it again, they told me it would be sent special delivery that day and with me the following morning... But guess what? No hair! Same again for the Friday morning, the staff member even said she was going to take it personally to the post office that afternoon to be sent... and again no hair! By this point I was so frustrated, I had messed my hair dresser around on several occasions and had become tired of chasing them for a response. I called PayPal and told them about the situation, they decided to open a case against Billionhairextensions.com. They explained if they did not receive a response from them in 11 days they would take the money back from them.
I tried contacting the manager, she didn't pick up. I then messaged the live chat team, they decided to block my chat so I could only leave a message. Luckily 11 days later Paypal hadn't heard back from them and awarded in my favour so the money was returned! All apart from
The £7.20 Royal Mail return fee, which I can live with. Not once have I heard back from them, there hasn't been any explanation about where my hair is!
This is with no doubt the WORST company I have ever dealt with! The customer service is atrocious and they are a complete waste of time, money and effort!
From ordering the hair on 7th July to finally getting somewhere with paypal on 18th August is outrageous!
I ordered hair with hairplanet.com last Friday morning and received it on Saturday and fitted Sunday, that's the way it should be!
Please steer clear of this pathetic excuse of a company.
Thanks for reading,
Lawrie.