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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.
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.
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.
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) .
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.
22 Jul 2023
Verified review
The delivery charges are bad enough, but having to pay for returns is just not on,
I and most people will not shop with companies who charge for returns and most companies don’t .so I won’t be shopping with Hot Hair again.
Also the delivery time is bad, well over a week
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Answer by hothair.co.uk
24 Jul 2023
Our Delivery charges not only includes the courier cost but also the picking and packing together with the cost of the packaging We can see that the order was sent to you immediately. However, the courier deivered 1 day later than the service you requested so we have arranged for a refund of the charge to you.
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