FV
Poor Quality
Unfortunately the worst purchase I have ever made. The pictures speak a thousand words. This is 18 inch light relax hair- washed and deep conditioned out of the package and never warn. It sheds , tangles, and matts up excessively (literally the comb shows entire strands pulling out when combed. ( You can see all the hair on the floor from one comb through.) The photo shows one bundle wrapped in 4 rows. The bottom 6 inches of the hair is completely thinned out. All the hair is very messy and shredded with several different lengths. I took a chance even though there is no returns - you pay for shipping and shipping to "exchange" only- if you can get the customer service rep not to give you an attitude. Please don't make the same mistake.
Response from ONYC Virgin Hair ExtensionsFeb 26, 2024
Dear FV, We want to start by expressing our deepest apologies for the distress and dissatisfaction you experienced with our 18-inch light relax hair. Reading your review, even five years later, is a stark reminder of how crucial each and every customer experience is. In your case, we wish we had the opportunity to guide you through our recommended process before the hair was used. Our packaging is designed to allow customers to review the hair, weigh it, or do a strand test—like flat ironing or curling a small portion of the hair—to ensure it meets their expectations. This step is crucial as it enables an easy return if the product is not satisfactory. We regret that this information was not made clearer to you, and that our previous policies might have discouraged this critical step. Please know, once our authenticity label is removed, it voids the possibility for an exchange, but we always encourage customers with reservations to reach out to us for assistance before using the product. Understanding that you chose our product with expectations of quality, it's particularly disheartening to learn about the shedding, tangling, and matting issues you faced. Your description of the state of the hair upon combing, along with the visual evidence of the hair on the floor, indicates a level of product quality that is not acceptable. Additionally, the inconsistency in hair length and overall condition you mentioned is concerning. Your feedback is invaluable, and we want to assure you that we have taken it seriously over the years. While our policy at the time limited refunds and emphasized the importance of testing the hair before use, we recognize that this does not diminish the validity of your experience. It's clear to us now that our processes at the time were not sufficient in ensuring customer satisfaction in every case. Your experience has been a catalyst for change within our company. It has led to enhanced quality control measures, improved customer service training, and a more flexible approach to our returns and exchanges policy. We continuously strive to ensure that all our products meet the expectations of our customers, and your feedback has been instrumental in guiding these improvements. Once again, we apologize for the inconvenience and disappointment caused. We value the opportunity to restore your faith in our products and service, and we are grateful for the feedback you provided, which has helped us improve. Sincerely, ONYC Hair Support Team