hothair.co.ukReviews:
143 reviews in the last 12 months1,991 total reviews
Excellent
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Most relevant 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.
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Most relevant 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
10 days ago
Verified review
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14 Aug 2024
Verified review
Wig on headband
Lovely hair piece but wrong colour arrived. Ordered mid brown but received light ash brown so very disappointed. Perhaps when customers are choosing colours a picture of model in that colour could be shown, this would be beneficial so as to avoid disappointment.
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Answer by hothair.co.uk
27 Aug 2024
Thank you for your feedback. Each of the colours comes up in a large format when you click on it so you can see the colour more easily. Unfortunately it would take us a very very long time to photograph every style in every colour as we have hundreds of styles, all in 20-30 shades. This way we can offer more styles in more colours easily.
4 Jun 2024
Verified review
Deliver my package please
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Answer by hothair.co.uk
4 Jun 2024
We're sorry you have not yet received your package.
We dispatched your order on 17/5/24 and sent you an email with the tracking number so you could track your parcel once it arrived to your address in the Netherlands.
We will re-send the tracking email to you, please look out for an email from Miranda@daxbourne.com. You might need to pay customs duty, in which case you should be contacted by your local authority with the details of how to pay.
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 Feb 2024
Verified review
Need a wider range of blonde hair pieces. Have discontinued Pearl 101 and the alternative Pearl Platinum colour is a shade too dark. The fibre+ amendment for the charming wrap makes the hairpiece too thick - not great for thin hair and makes the quality too like the essential wrap. Now ordering pieces from Stranded Hair Extensions who have a better range of colours
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Answer by hothair.co.uk
21 Feb 2024
Thank you for your feedback. We will look into creating more blondes with our next collection as well as more pieces for finer hair.
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.
22 May 2024
Verified review
Arrived fairly quickly, well packed. However, one week after returning, still
no acknowledgement of return or of my refund.
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Answer by hothair.co.uk
23 May 2024
Thank you for your feedback. I can see that the refund was processed into your account on 15th May. Please check your statement or with your bank to confirm.
20 Apr 2024
Verified review
Disappointing
Advertise money off products and once my order was placed inform me that there will be a 10 weeks delay.
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Answer by hothair.co.uk
23 May 2024
We are sorry that the item you ordered was out of stock. We try to keep as much in stock as possible however sometimes there are unavoidable delays. We do of course honor money off or discounts once the item returns to stock.
16 Dec 2023
Verified review
Customer services needs to improve
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15 Apr 2024
Verified review
Bad communication
I haven’t yet received my order
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