Rebecca G.
I ordered hair extensions which were…
I ordered hair extensions which were marked as delivered, but the parcel was left unattended outside my front door without my consent. This is not a safe place, especially as I live next to a public premises, and I have never authorised doorstep delivery. Despite repeatedly explaining this, customer service delayed for weeks, redirected me to the courier, and ultimately asked me to file a police report for a delivery failure that was clearly due to unsafe delivery, not something I witnessed or could evidence. Under UK consumer law, responsibility remains with the seller until goods are received, yet this was not acknowledged. The item was intended to help with my confidence following hair loss, which made the experience particularly upsetting. I would not recommend based on the handling of this issue rather than the product itself.
Response from GOO GOO HairFeb 21, 2026
Dear Rebecca， We sincerely apologise for the stress and inconvenience this order has caused you. This is not the experience we want for our valued customers, and we empathize with how upset you must feel. We've looked into the tracking information, and it indicates your package was successfully delivered on February 2nd. We've also reviewed your previous messages to our team. Since FedEx has marked the package as delivered, we need to initiate an investigation with them to determine its whereabouts. We know these investigations can take some time, and we sincerely apologize for any delay this process might cause. FedEx has now confirmed the package was indeed delivered. Regard the police report, to proceed with a claim through the logistics carrier, their policy requires an official police report. This is a mandatory step to initiate the formal claims process. We truly apologize for any inconvenience this extra step may cause. Our customer service team has also sent an email to you detailing the solution. We appreciate your patience and understanding.