hothair.co.uk
Reviews:

127 reviews in the last 12 months1,922 total reviews  

4.72
Excellent

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Top positive review

8 Nov 2023
 Verified review
Lovely hair wrap products that I’ve used for many years in colour Butterscotch. However, I’ve changed my hair colour and cannot for the life of me find the correct colour which is a mid auburn brown. I’ve had 7 sent to me and none suit me. So all been sent back at rather a high cost to me. I didn’t realise that I could do an exchange and it wouldn’t have cost me as it doesn’t state this on the shipping note. I’ve dealt with a lovely lady called Pat who has been super helpful. What would be helpful would be colour swatches if requested. They could be charged for and then maybe deducted if a product is purchased. As I’ve not resolved my perfect colour I’m actually going to go to the concession in Selfridges to source what I need. But as I said, lovely after service and care from Pat. I love these products as they make my hair super stylish very quickly when I’ve not time to fancy pancy about.

Top negative review

22 Jan 2024
 Verified review
The order shipped in a timely manner and the product was perfect. Love my new hair! My low rating is due to the fact that in the website, prices on products don't specify if they include VAT. In customer care you say all prices include VAT if otherwise stated, so I assume prices INCLUDED VAT. Apparently they don't since I had to pay VAT on customs. I have sent an email reporting this issue and got unresponded. Also, in your website you can read that people with chronic illnesses like alopecia don't have to pay VAT. Sent an email asking how could I apply to this situation because I have alopecia since 7 years old (I'm 45). No answer as well. Communication with the customer should be a priority and it wasn't.
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Reviews for hothair.co.uk

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JH
Jo H.
Essex
19 Feb 2024
 Verified review

3 Months waiting for a refund.

The item I ordered was returned to hothair undelivered at the beginning of November 2023. I have made 5 phone calls and 1 email requesting a full refund. No one has been able to resolve the issue in customer service. My email has gone unanswered for a week After 3 months I am still waiting for a refund . I would not recommend this company.
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Answer by hothair.co.uk
21 Feb 2024
We are very sorry for the delay with our customer services. We understand that the item was not delivered and also not returned to us. We have now refunded the item for you.
10 Feb 2024
 Verified review

Shade charts

I have been trying unsuccessfully to purchase a wig but every time I order one I have to return it because the colour charts do not give a proper illustration of colours which I think would match my hair, and look nothing like what I expect.
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Answer by hothair.co.uk
12 Feb 2024
We are sorry that you have had issues with our colour charts. We know how hard it is to choose online, as it is very difficult to portray colours accuratly across different types of screens. We offer a colour matching service both on our Facebook pages and via email. Email: miranda@daxbourne.com or head to Hothair on Facebook for further help.
5 Feb 2024
 Verified review

Poor communication

Loved the product but sadly had to return as wrong colour Communication very poor. Refund was taking ages. I had to email repeatedly. It wasn't the fabulous service I expected
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Answer by hothair.co.uk
12 Feb 2024
We are sorry that you feel there was slow communication. I can see that you emailed about changing a colour on a weekend and we responded on the Monday. Our team work Monday-Friday 9am-5.30pm. We can see that the parcel arrived to our warehouse after 4pm on 24th January and was refunded to you on 29th January. Our refund can take up to 10 working days from receipt of the item back into our warehouse (as per our T&C's) .
7 Feb 2024
 Verified review

delivery was greazt and arrived early

delivery was great and arrived early. However the item was nothing like the photo and I will not be wearing this item which is an expensive mistake on my part.
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Answer by hothair.co.uk
12 Feb 2024
We are sorry you did not like the style you ordered. We are always happy to refund an item if you don't like the colour or style. There is a returns form sent with each order which explains how to return and recieve a refund. For any other queries about refunds please contact Miranda@daxbourne.com.
27 Jan 2024
 Verified review
Very happy with all purchases I’ve made from hothair. Miranda is always very helpful, never had a problem with the service they provide. The only thing that’s a little bit of a pain is their procedure for claiming the vat back after receiving your purchase whereas most other retailers remove the vat before purchase. There’s never been an issue with doing it this way just don’t forget to put the claim in.
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24 Jan 2024
 Verified review

Perfect colour match

Fast delivery and really pleased with my purchase. Ponytail hairpiece easy to fix on my very fine hair. Looks fantastic, really professional. Good quality and would recommend this hair piece.
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21 Jan 2024
 Verified review

Good quality hair pieces

Good quality hair pieces , have shopped here for years! As described, Fast delivery
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25 Jan 2024
 Verified review
You can talk to the office and the staff are lovejy
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16 Jan 2024
 Verified review
Good delivery, good product, will order again.
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2 Jan 2024
 Verified review
Great service, good prices & great choice
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13 Jan 2024
 Verified review
Nice product and fast good service.
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18 Jan 2024
 Verified review
Free post beat other companies!
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12 Jan 2024
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5 Jan 2024
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22 Jan 2024
 Verified review

Communication with the customer should be a priority

The order shipped in a timely manner and the product was perfect. Love my new hair! My low rating is due to the fact that in the website, prices on products don't specify if they include VAT. In customer care you say all prices include VAT if otherwise stated, so I assume prices INCLUDED VAT. Apparently they don't since I had to pay VAT on customs. I have sent an email reporting this issue and got unresponded. Also, in your website you can read that people with chronic illnesses like alopecia don't have to pay VAT. Sent an email asking how could I apply to this situation because I have alopecia since 7 years old (I'm 45). No answer as well. Communication with the customer should be a priority and it wasn't.
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Answer by hothair.co.uk
12 Feb 2024
We are sorry there was a miscommunication and we were slow to reply to your email about VAT. All our products include VAT as per UK law. I can see that as you had the item shipped overseas that the VAT should have been removed and wasn't. This has been rectified and you have had a VAT refund. Regarding the website notification about VAT and chronic illness : The UK government allows VAT to be refunded if you qualify as having an illness that causes hairloss, however this is only applicable to UK residents. We are sorry for any confusion about this issue.
17 Dec 2023
 Verified review

Very good customer service and quality products.

My first order was returned as the colour did not match my hair. There were no questions asked and I got a prompt refund. I then ordered another hair piece which again was deliver on time and I love it. The quality of the hair pieces is really good and the excellent customer services means I would recommend Hothair to anyone.
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13 Dec 2023
 Verified review
Absolutely love the wig - Natural Image, April, petite cap size in glazed mocha. Delivery was super fast. Will be buying a second one in the New Year in the same colour and possibly a third in a different colour. So many wigs to choose from. Happy customer here and I will most certainly be back.
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9 Dec 2023
 Verified review

It’s wonderful for colour match and very impressed.

It’s wonderful for colour match, it looks really natural, I love it but would like a better clip as I have problems with my hands and find them hard to clip in as my hair is quite thin these days. It is the best hair pieces I have ever had and have two more on the way.
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30 Nov 2023
 Verified review
Great customer service - the colour wasn’t quite right but I was able to send it back without a problem! Also excellent quality! Highly recommend
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14 Dec 2023
 Verified review
Easy to purchase. Not a long wait to arrive Well packaged, and item as expected.
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