Tried making it work but idk if this was a manufacturing issue but wig hairline was different then picture which is disappointing since this is the first time this has happened and I’ve purchased before but sadly I’ve tried fixing it myself so I can’t return but if they would like to amend this by sending the correct unit I would love to re try this style! I love the brand but this one time I’ve been disappointed
Response from UlofeySep 12, 2024
Dear ,
Thank you for contacting us and sharing your concerns. We sincerely apologize for the inconvenience you have encountered in the hairline of your wig order recently. We take these things very seriously.
We have already sent you the return label; After we receive your product; We will send you a new customized product according to your preferences for the second time; Please return the product first; thank you!
Best regards,
ULOFEY Customer Support
KS
KS
Don’t ignore the bad reviews
Don’t order here! I ignored the bad reviews, don’t do that!!!!!!!
They try to look like a US company, but they’re Chinese. So even returning the product will cost you so much money. They make it look easy and without hassle on the website, it’s not!!!
The quality is awful. My head has more hair density without the topper. I wish I could include photos. But if the topper was good quality, the fact they ignored my cancellation wouldn’t have mattered.
I ordered and didn’t hear anything back. I payed $505 for a topper
After a week I contacted them, they said it’s customized so it takes a while. That made me suspicious, thinking about the bad reviews. I ordered a standard product on the website and did not give ANY customization details. So I canceled my order and ordered somewhere else. A week later I got an import fees notice €48, thinking this was the other order, I payed. I know, so stupid!! It turned out they sent the order anyway, ignoring my cancellation. I sent an email, they replied; your order can’t be cancelled, it’s a customized product. NO IT’S NOT! So they just ignored the cancellation without any warning.
Getting an address to send the product back, took me two weeks, they wouldn’t give me an address. Finally I gotthe address and sending it back cost me another €38.
12 days after receiving my return and me sending mails over and over, they returned $484, so not the $505 I paid. And they did not return it on my credit card but on Paypal, which cost me an additional €24.
They still need to pay me €130, so not giving up on this! Only step one!
Edit the review because of the reply by Ulofey: please, please, please be aware people! This is a scam! Everything they say is a lie! They did not refund $505, but $480 they did not address my issues at all! they just ignored them! They did not warn about Paypal cost, they did not try to refund to my creditcard. The density is nonsense! The product is just awful! I will be posting photos on the internet soon and add the link so people can see for themselves. It’s a shame that is not an option here. You did NOT arrange according to my order, I ordered a STANDARD product on your website! And you really think people will believe that a girl from the Netherlands orders a $505 topper so she can leave a bad review because you are competition? Come on! People aren’t that stupid! You still owe me €130 and I want my money back so I am so not done with this until you refund that amount. You’re a scam and people need to know that. So there is more to come until you pay me back what you owe me!
Response from UlofeyAug 13, 2024
Dear
Thank you for your review. We are deeply concerned and saddened to read about your experience. Your frustration is completely understandable, and we want to start by offering our sincerest apologies for the pain and disappointment you have gone through.
We failed to provide you with the product quality and customer service you deserve, and we take full responsibility for our mistakes. There is no excuse for what happened.
Our Failure to Meet Your Expectations
Quality and Density: We are truly sorry that the topper you received did not meet your expectations. The quality and density of our products should always be a source of confidence, not disappointment. It is clear we have a quality control issue to address.
Cancellation and Communication: You are right. Our process failed completely. We should have honored your cancellation request immediately and communicated with you clearly and honestly. The fact that your cancellation was ignored is a serious error on our part, and we are working to ensure this never happens again.
Refunds and Fees: We deeply apologize for the incorrect refund amount and the confusion caused by the PayPal fees. This is a significant breakdown in our system, and it is unacceptable that you had to pay for our mistakes. We take full responsibility for this financial burden.
Our Plan to Make This Right
We are taking immediate action to correct this. We have initiated a full refund for the remaining €130 you are owed. We will also refund the €38 in return shipping costs and the €24 in PayPal fees. You should receive these funds shortly.
We understand that our past actions do not reflect a reputable company. We are a young brand with a lot to learn, and your feedback is a difficult but necessary lesson. We are not a scam, and our goal is to build a brand that customers can trust. We have a lot of work to do to earn that trust.
This is not a lie; we are taking this very seriously. We have identified several breakdowns in our internal processes, and we are implementing immediate changes to prevent this from ever happening again.
We want to talk to you directly to ensure this is fully resolved. Please feel free to email me at [Your Email Address] so we can personally handle the rest of this process for you.
We are truly sorry for your experience, and thank you for holding us accountable.
BL
B L.
Terrible refund process
Update 25/7/24 - Ulofey apologised for the issue but said they will not issue a refund until I deleted this review. The issue is not resolved as stated in their response. Once I receive the payment, I will update this review with the truth (email trail available).
* Product received was poor quality compared to the advertised wig.
* Reluctant to provide refund, requested multiple pictures, which I provided.
* I paid for tracked international postage to the international address provided via Royal Mail.
* I have to chase Ulofey to follow up as refund was not processed weeks after receiving product.
* When refund was given, only 60% of the original payment was made as they claimed I had to pay for refund postage. That was confusing as I paid postage separately to return the product.
* Refund also made via PayPal rather than the original payment method hence I was charged transaction fee.
* Will be raising a dispute to claim outstanding money.
* @Ulofey will claim I shouldn’t vent via this platform but they should make full payment for refunds to uphold their integrity.
Response from UlofeyJul 25, 2024
Dear customer,
Thank you for providing this detailed feedback. We are so incredibly sorry for the unacceptable experience you've had with our product and our refund process. Your frustration is completely valid, and we want to take full responsibility for our mistakes.
Our Apology
First and most importantly, we want to address your update. It is not our policy to ask customers to remove a review in order to receive a refund. This is a shocking and deeply disappointing failure of our customer service standards. We sincerely apologize for this behavior, which is unacceptable and in no way reflects our values. We are investigating this matter internally to ensure it never happens again.
Our Commitment to Resolution
We acknowledge every single issue you've raised, and we are committed to making this right.
Incomplete Refund: You are absolutely correct. There is no excuse for why we only refunded 60% of your payment. We take full responsibility for this error and for the additional costs you incurred.
Refund Method and Fees: We apologize for the confusion and the transaction fees you had to pay because we refunded you via PayPal. It was a failure of our process to not refund you via your original payment method.
Product Quality: We are deeply sorry the wig you received was not of the quality you expected. It is clear we failed to meet our own standards, and we take this feedback very seriously as we evaluate our products and quality control.
We have processed a full refund for the remaining balance of your order, including the full product cost, your return shipping fees, and any PayPal transaction fees you incurred. You should see this payment processed shortly.
Again, we are so sorry for this experience. We truly value your business and your feedback. We failed to provide you with the quality and service you deserved, and we are taking immediate action to address the issues you have highlighted.
Best regards,
SS
Suzette S.
Stay away from this Company!I ordered a…
Stay away from this Company!I ordered a 615 wig and they send me a totally different wig not the clover or style I ordered. The worst part is a have a return or exchange policy that they are not standing by. Do not order from this company. They send you what they have in stock and make excuses not to exchange the wig.
Response from UlofeyJun 4, 2024
Dear Customer,
Thank you for bringing this issue to our attention. We are deeply sorry to hear about your unacceptable experience. It is clear that we failed to provide you with the correct product and the service you deserve.
We understand your frustration. Receiving the wrong wig, especially one that does not match the color or style you ordered, is a serious error on our part, and we take full responsibility for this mistake. Our intention is never to send customers a random item we have in stock; this was a logistical error that should not have happened.
We sincerely apologize for not properly honoring our return and exchange policy in this instance. We want to make this right immediately.
Please contact us directly Service Email with your order number. We will gladly issue a full refund for your purchase or, if you prefer, send you the correct #615 wig you originally ordered. We will also provide a prepaid shipping label for you to return the incorrect wig at no cost.
We are truly sorry for the frustration and disappointment this has caused. We value your business and are committed to resolving this to your complete satisfaction.
Best regards,
SS
Suzette S.
This was a test on this Co
This was a test on this Co. I ordered a wig that was a Lt platinum. It arrived late, and it is a very dark dirty blonde. Now I have to return it, which is a process.
Response from UlofeyMay 19, 2024
Hello ,
We are so sorry for the mix-up with your order. It appears there was a mistake in our warehouse, and you were sent the incorrect color. This is completely our fault, and we want to make it right.
Please send us your order number, and we will immediately process an exchange for the correct color you originally requested. We will also provide a prepaid shipping label so you can return the incorrect wig at no cost to you.
We sincerely apologize for this inconvenience and appreciate your understanding.
Best regards,
FC
Felita C.
This was not the unit I ordered for my…
This was not the unit I ordered for my client !!!😰
Response from UlofeyFeb 4, 2024
Dear Customer,
We sincerely apologize for sending you the incorrect product. We deeply regret any inconvenience caused and are committed to resolving this issue for you.
Please provide us with your order number or any relevant information so that we can track your order and arrange for a prompt exchange or refund. We will ensure that you receive the correct product as soon as possible.
Your satisfaction is of utmost importance to us, and we will take all necessary measures to ensure that your issue is resolved satisfactorily. If you have any further questions or require additional assistance, please don't hesitate to contact us.
Once again, we apologize for any inconvenience this may have caused.
Best regards,
The ULOFEY Team
