Mikayla D.
I received a smelly, frizzy, thin wig but they won't let me return it.
When I took my wig out of the package I was shocked by the awful smell that seems to be stuck on the hair and the incredibly sparse hair parting that was nearly bald on a 180% density wig. It is frizzy and the curls aren't uniform at all, it looks nothing like the pictures on the website. I let it air out for about 8 days and the smell didn't improve at all. It's far too strong for me to put this wig anywhere near my hair, so it's completely new. I contacted support to initiate a refund and they told me to try it on and wash it. I didn't do that because I'm not happy with the quality, regardless of the smell. I responded and told them that I just want a refund and the associate told me that they don't accept worn or washed products. They gave me advice that would have made me unable to return the defective product if I had listened, I'm glad I ignored it. They also told me that I would need to deduct $20 from my refund and that they might deduct even more and give me a partial refund once they receive the returned product. They told me the process would take a long time, so it would be better to just keep the unit. I just want this smelly product out of my house and my money returned. Don't trust this brand. I checked the responses to negative reviews and they're all AI generated. I do not want to receive a vague AI response. My order number is: Arabella#164836
Response from Arabella hairOct 3, 2024
Hi Mikayla Duck We are truly sorry to hear about your dissatisfaction with our product. We understand your frustration regarding the smell, sparse hair parting, and overall quality not matching the website pictures. Regarding the advice our support team gave you, we apologize if it seemed unhelpful or made you feel like you couldn't return the product. That was not our intention. We are looking into ways to improve our communication and ensure that our customers are provided with clear and accurate information. We want to assure you that we take your concerns seriously. We will process your return procedure as quickly as possible without any deductions, except for the necessary shipping costs if applicable. We apologize again for the inconvenience caused and hope that you will give us another chance in the future. If you have any further questions or concerns, please don't hesitate to contact us directly. Best regards, Arabella hair