ONYC Virgin Hair ExtensionsReviews of onychair.com

Response from ONYC Virgin Hair ExtensionsOct 6, 2026

Hi Fareedah, Thank you for providing your name and additional information in your updated review. We were able to locate your order, and I wanted to personally reach out because we are genuinely sorry to learn how disappointed you have been with your purchase. We completely understand why you are upset. Spending close to $800 on hair with the expectation that you are investing in something beautiful, high-quality, and long-lasting, only to begin experiencing tangling and shedding so soon afterward, would understandably be extremely frustrating. What was especially concerning to us is that your Trustpilot review was the first time our team became aware that you were experiencing any issue with your hair. We reviewed your order and our customer-service records, and we could not find any previous communication regarding the tangling or shedding you described. We sincerely wish we had heard from you when you first began noticing the problem, particularly since you mentioned that it started within the first month. That would have given our team an opportunity to speak with you, understand exactly what was happening, and investigate the situation while you were experiencing it. At ONYC, we do not believe that being a good company means a customer will never experience a concern. With any product, an issue can occasionally arise. What matters tremendously to us is what happens afterward—whether the customer feels heard, whether we take the time to understand what happened, and whether we genuinely make an effort to help. You mentioned that you researched our company and read our customer reviews before deciding to purchase from us. We truly appreciate the trust you placed in ONYC when you made that decision, and we are very sorry that your experience has left you feeling disappointed. We don't want this to be where your experience with us ends. Our Customer Liaison Manager, Jennifer, would personally like the opportunity to speak with you. We already have the telephone number associated with your information, so there is no need to send it again. Jennifer will be available to speak with you between **10:00 AM and 2:00 PM**. If there is a particular time within that window that is most convenient for you, simply reply to this message and let us know, and we will do our best to have Jennifer call you at that time. If you would prefer that we continue communicating with you by email instead, that is completely fine as well. We want to communicate with you in whatever way makes you most comfortable. Sometimes a personal conversation gives us a much better opportunity to listen and understand the full experience than several messages going back and forth. Jennifer would genuinely like to hear from you directly, understand what happened with the hair, and determine how we can best assist you from here. Fareedah, our goal is not simply to close a complaint or respond to a review. We genuinely want an opportunity to work with you and hopefully turn what has clearly been a very disappointing experience into a much more positive one. We hope you will give us that opportunity, and we look forward to hearing from you. Warm regards, Jennifer Customer Liaison Manager ONYC Hair

Response from ONYC Virgin Hair ExtensionsOct 6, 2026

Hello, we take concerns about hair quality, texture, and fullness seriously. ONYC® Hair sells human hair products, and we would like to investigate what you received. We have been unable to match the details shared with an order in our records. Please email [email protected] with your order number, the name used at checkout, and photos of the hair and packaging so we can verify the purchase and review your concerns. We welcome the opportunity to understand what happened and assist you.

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

Response from ONYC Virgin Hair ExtensionsFeb 26, 2024

Dear Aisha, First and foremost, we want to extend our heartfelt apologies for your distressing experience, despite the time that has elapsed since your review. It's never too late to address concerns, and we deeply regret that your experience with our product did not meet the high standards we strive to uphold. Reflecting on your feedback from five years ago, we want to acknowledge the disappointment and frustration you felt. Discovering that the hair you invested in – both financially and emotionally – did not perform as expected is understandably upsetting. The issues you described with matting and tangling are particularly concerning, given our commitment to providing high-quality, 100% Cuticle Hair. Please know that we take your feedback very seriously. Our claim of using "one donor, 100% human, cuticle hair" is a cornerstone of our brand's promise, and it pains us to hear when a customer feels let down by this pledge. Over the years, we have continued to refine our processes and quality checks to ensure that every product we send out meets our stringent standards. While we do emphasize the importance of proper maintenance, especially for heavily textured hair, we understand that this does not diminish your experience of the product not meeting expectations. Regarding your original complaint, it is disheartening to hear that it was not resolved satisfactorily. Offering to return the product or provide pictures for proof was a reasonable approach, and we apologize that your attempts to seek resolution did not receive the attention they deserved. This is not in line with the level of customer service we aim to provide. Your feedback has been, and continues to be, a crucial part of our journey towards improvement. We’ve grown and learned a great deal, and we hope to demonstrate this to you. Thank you for bringing your experience to our attention, and once again, we apologize for any inconvenience and disappointment caused. Sincerely, ONYC Hair Support Team