Sumo D.

My Dad ordered a wig that cost £107 - not to be sniffed at! The wig that arrived looked nothing like the picture, fitted really badly and to boot was the wrong colour. I wrote to request a refund and was sent on a merry-go-round of excuses and reasons why I had to "forgive" the company for their mistakes. I persisted in asking for a refund and they offered me £15 saying that I should 'try to see their point of view' and 'understand' that they would make a loss on the wig which cost them £79... Also a big fuss about return postage costing £35 which is more like £12. Lies, lies, lies!

In the end I threatened legal action and managed to squeeze £45 out of them by quoting online buyer protection rights (see Moneysaving Expert). This took a week and around 7 emails which got stronger and stronger in tone. Each of their replies was a copy of the previous email offering a slightly higher refund: £15, then £20, then £25, then £30 - you get the picture. What a waste of time and money.

The rep who was called Devin really couldn't care less about customer services or making anyone happy apart from himself and his pocket. By the end of the transaction I wanted to knock his lying, cheating block clean off his shoulders (whilst asking him to 'please understand') because my poor Dad who is a pensioner and by no means wealthy, spent a small fortune on something he will probably never wear and cannot exchange. I wish I had pressed for the full amount. Think he would have caved in eventually with my threats... but I got really tired of all the too-ing and fro-ing. Never again! I can console myself with the fact that I will make sure everyone knows that this company is cheating, unprofessional and completely dishonourable who in the end will probably be put out of business by a very pissed off bald person who's principles are greater than their need for a crap hairpiece.

P.s. Check out the email that they sent - it was the same in every reply... Anyone else seen this before?

Thanks for your kindly reply.
We are sorry for your dissatisfactory.
As you know, we are a custom made wig store.
To be honest, this wig costs are 79 pounds, we also have lost our money in this order.
Now, we do not want to make money from you, we just want to get your satisfactory.
Please understand us, we also have lost our money in this order.
We do not suggest you to return it to our China factory.
You know the shipping costs are very high by personal delivery, it may be 35 pounds or so.
And the parcel may be lost in the busy transportation because of the Christmas.
It will also take both of us long time to wait.
If we cannot receive the product, the money cannot be refunded to your account.
We try our best to refund you ** pounds, we just want to satisfy you.

We wish you could understand us.
We really want to try our best to satisfy you, we do really consider in your shoes.
Please consider about that.
Wating for your kindly reply.

Best Regards
Devin