
HERGLAMWIGCO
HERGLAMWIGCO Overview
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HERGLAMWIGCO has 1.0 star rating based on 1 customer review. Consumers are mostly dissatisfied.
- Rating Distribution
Consumers are not pleased with Diversity of Products or Services and Website. The price level of this organization is high according to consumer reviews.
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Verified ReviewerUnprofessional service/ order delays
I'll start this review off by saying that the quality of the wig itself was okay and that's what I would expect in a "luxury" human hair unit that costs nearly two thousand dollars. When you pay that much for a wig, it SHOULD be what you expect, and I will be honest and say that it was okay.
However, I write this review because of what SHOULD NOT happen when you spend that much on a product and put that much faith in a business.
If you're looking for a wig with a natural texture/curl pattern but don't care about respectful, transparent customer service or if you don't care whether the product ships on time or not, then HERGLAMWIGCO may work for you. The wig itself was the only part of the experience that was satisfactory and I'm outdone by the lack of customer service, ethics, timeliness, helpfulness, or honesty exhibited by the owner of HERGLAMWIGCO, which is why I will never purchase again. Here's my story:
I placed an order on Oct. 1, 2024 just before midnight CST for the "Safiya" unit.
However, I believe it was technically already the next day for the business due to a difference in time zones. So for the purpose of this conversation, I'll say the order was placed Oct. 2. From the very JUMP, there was an issue with communication.
Shortly after placing an order, I emailed the business asking if I needed to fill out any additional verification forms pertinent to the order and to also check to make sure they received my notes for the wig. I never received a reply back. Their website says to wait 24-48 hours for a reply back, but nearly a week passed and nothing. So I took it upon myself to reach out via social media (Insta dm) and when I explained that I was reaching out to confirm that everything with the order was processed successfully, the owner replied back and said she would get back to me the next day.
Didn't happen. Another two days went by. I reach out again, still in a very polite manner, and instead of apologizing for the lapse in communication, she proceeds to get smart and say "The order was processed successfully; didn't you get a confirmation email?" First Red Flag. I emphasized that I simply wanted to make sure I didn't need to fill out additional forms, as her website suggests, and to also make sure she got the notes for the order.
She eventually confirmed, and so I left the conversation there.
I got an unsettling feeling though right away, because in just that short period of time I was having trouble getting adequate responses and when she did respond, it was done in a rude, sarcastic manner. In the weeks ahead, I started witnessing other customers (who were also having similar communication issues) leave comments under her Instagram posts attempting to get the owner's attention and asking whats the best way to get in contact with someone because no one replies to emails. Long story short, it confirmed that I wasn't the only one struggling to get proper communication, which is absolutely atrocious for a company who sells "luxury" or high-end units that are costly. With a costly product, customers should be able to expect consistent communication.
I chalk up the feeling in my stomach though, because the order has already been placed and HERGLAMWIGCO has a no refund/no cancellation policy.
There was literally nothing I could do at that point. I told myself, "The order was confirmed successfully, customer service sucks, but "oh well, at least I know not to do it again." So I made it a point NOT to reach out again unless there were issues with the order, which leads me to the BIGGEST POINT of this review.
The issues began. I reach out via text message because I have received no correspondence regarding the order and it is Nov. 12 which would mean that it's been 30 business days and 6 weeks since I placed the order, to be precise.
The site literally says custom orders will ship within 28 business days at the latest. SHE IS LATE SHIPPING THE ORDER AT THIS TIME. I reach out asking for an ETA because she has exceeded her own ship deadline, and she states that my order will ship on Nov. 16, which is the end of that very same week.
Still late, but okay. The problem is she is already late and when Nov. 16 comes, guess what ...NOTHING. No ship notifications, no emails, nothing...
even though that's the date she promises. I have text screenshots as proof.
Two days go by, Nov. 18 arrives and I get an automated email which notifies me that a ship label from HERGLAMWIGCO has been created which means that just as I thought, she did not actually ship or had even created the label on the 16th like she originally suggested. So I reach out again and ask her if the package will actually be in USPS possession by the end of day on Nov.18, and I expressed to her that I had FULL HOPE that if I placed an order on Oct.
1st, I would definitely have my order by Thanksgiving, especially if she did business with integrity and shipped according to HER OWN SHIP DEADLINES. She refused to answer the question and instead gave me a generic response stating that my "order is in fulfillment and tracking will update within 24-48 hours." She added that I will have it "ahead of thanksgiving," which ABSOLUTELY DID NOT HAPPEN by the way. Instead, do you want to know what does happen?
TWO MORE DAYS GO BY and it is Nov. 20.
By this time I am completely fed up. She is 36 business days past the order date and USPS is STILL not in possession of the package. Two days after she created the label USPS DOES NOT HAVE IT! I reach out on Nov.
20 and formally request a full refund due to her breaching the contract, not shipping according to the timeline I agreed to when I placed the order, and the lack of quality customer service. I explained to her that I did not agree to a delay in the order, which is actually not okay (according to the Federal Trade Commission laws and guidelines for online sellers), that the customer service was unacceptable, that no one had communicated about the delay in the first place or why it happened, and I told her I didn't appreciate her being evasive in answering the questions I asked her on more than one occasion. I explained she never apologized for the delay at all or got the delay approved by me, which is completely unacceptable. I let her know that it is unfair to me to have to wait longer than what I agreed to, that the entire ordeal had been a HUGE DISAPPOINTMENT and a bad impression for a first time customer that spent a significant amount of hard earned income and placed trust in her business.
What does she do?
IRONICALLY AFTER I ASKED FOR A REFUND, that very same day, NOV 20, she places the order in USPS possession, apologizes for the delay in my order (which she had never acknowledged up until that moment), denies me the refund, and then began to text me some nonsense about how she won't compromise the quality of her products to ship within the deadlines she has listed on her page. She starts explaining mumbo jumbo about how it is so difficult for her to source quality products and find reliable hair vendors and so as a result, sometimes delays happen. All of which she never felt she should state prior to this very moment and to be frank, has nothing to do with me. 28 business days and 6 weeks is long enough as it is!
But had she BEEN HONEST, kind in her communication, and shown some sense of integrity/transparency in the very beginning, I would have had some understanding and may have agreed to wait longer. She exhibited NONE OF THAT. And to make matters worse, I also saw a TikTok review from another customer by the name of Jeanellejames01 (Tik Tok username) also revealing that her order was delayed as well. So we know that this has not just been my experience alone.
That customer also said she purchased a hair curling serum in addition to the unit and it was not placed in her box or included in shipping. However, according to the TikTok user, she upgraded that customer's shipping to compensate for the delay, none of which happened for me.
She never offered rushed or overnight shipping or anything as a complimentary service for her own mistake. She shipped my order LATE with basic USPS ground shipping and no additional upgrades during the peak of the holiday season. So that combined with HER OWN delay, I DID NOT HAVE THE ORDER FOR THANKSGIVING.
In fact, the actual date I received the unit was a little over 2 months after I placed the order, which was DECEMBER 4TH! A disaster from beginning to end. In the end, due to her own shipping delay, as well as a USPS delay, I missed having the unit for the holidays and had an overall terrible experience. It caused a lot of frustration and anxiety for me during a time that should have been positive.
I literally paid an arm and a leg for the same basic and lackluster service that the BEAUTY SUPPLY store could've given. In fact, I've gotten better treatment there.
Because of the information stated above and what my experience was, I would absolutely NOT recommend this company HERGLAMWIGCO to anyone else. She didn't provide communication regarding order delays or problems with sourcing until I asked for a refund and was uninterested in explaining throughout the entire situation until matters came to a head. I think that there is seriously a mark being missed in the online hair/wig industry and the sad part about it is, it could be so much better with just basic levels of customer service, kindness, and consideration.
If you are going to be late or even running close to a ship deadline, REACH OUT! Don't wait for customers to contact you. SAY IT. BE TRANSPARENT.
APOLOGIZE. BE HUMBLE. Offer options like partial/full refunds, upgraded shipping, complimentary items for the inconvenience, and last but not least explanations on why the order is delayed BEFORE the customer is left to initiate the conversation. Don't be so removed from the experience of the client that you forget you were once one too.
Give the same treatment you would expect to receive if you were on the other end. Refusing to refund people and having lackluster service only lasts for so long before it all catches up to you. There are literally THOUSANDS of hair companies to choose from -domestic and abroad- and even users on TikTok exposing the very same vendors major hair companies like this one are using. The point is the customers have options ALWAYS...
so it is a sheer blessing when the customer chooses YOU! Act like it and repay that trust with integrity, good business practices like SHIPPING ON TIME, and kindness when you are speaking to the very customers who are patronizing your business and funding your lifestyle.
I have proof of all of the above information, will be placing a shortened version of this review on the BBB site because they cap you off at a certain limit of words, and I can also be contacted via email at herglamwigcoreviewer@***.com, if anyone would like to hear about my experience personally. I created that email in case there is a large response of emails or bots in efforts to protect my personal email info. I am more than willing to speak about what has happened to me in efforts to help others possibly avoid the same or worse misfortune.
Being a small business owner myself, it is no joy of mine to have to write reviews like this, but the truth prevails.
I'm honestly sick of the treatment consumers are receiving in this industry. Being brave enough to speak up may make the difference.
Happy Hunting!
- Wig as described
- Lack of transparency
- Lack of quality customer service
- Order delays
Preferred solution: Not looking for any specific resolution; simply want to let other consumers know about my experience
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