L H.
I ordered extensions for my wedding
I ordered extensions for my wedding. I got color matched at a salon. When I received the package I immediately held up the extensions next to my hair. I figured I received the wrong color, no biggie. I emailed customer service that thought I got the wrong color. I sent a photo of me, and a photo of the extensions. Please note. Their response time is pretty good, but it is negated by the fact they don’t fully read your emails and have worse grammar than I do as I rage type this at 2 am. I am naturally blonde. This was a brunette color with some blonde highlights. Not even my blonde shade. I was told, “no those match.” I sent another email. I received, “you can exchange.” However to get my point across I had to show them the full color contrast in my hair. So I followed up with, I am pretty sure based on my photos that I nullified my exchange, which is fine, an expensive mistake but my mistake in order to show the true contrast in one of the photos I sent. I received another email that was a summary of the 2nd email I received. Nothing noting my clarification and questions on the prior email. Thinking they just missed it, I wrote, “I sent a novel and only part of my concern was addressed. I am really trying not to be a butthead here, but if I don't get a full reply, I am going to have to go to the internet. Please at least respond to what I am saying.” I got a reply asking follow up questions that were covered in the previous email. I am sure when you get the correct product, this is great. However, the ability to help when things go wrong (because stuff happens) means a lot more to me when there are a million companies to choose from.
Response from GOO GOO HairMar 27, 2026
Dear L Horn， Thank you for taking the time to share your feedback with us. We sincerely apologize for the unpleasant shopping experience you’ve encountered. We are truly sorry for any confusion or frustration that may have resulted from our earlier separate responses. Following a thorough review of our service records, we confirm that our team provided a color recommendation for you after you received the hair extensions. Since the exact shade was not available on our website, our representative recommended the same color you had originally ordered, which directly resulted in this misunderstanding. We offer our sincerest apologies for this error on our part. Our customer service team has reached out to you directly to gain a clearer understanding of your exchange request. We would greatly appreciate the chance to provide you with further assistance and fully resolve your concerns. Thank you once again for your valuable feedback. We are constantly working to improve our products and customer service experience based on input from customers like you.