The online hair extension retailer, HELLO GORGEOUS HAIR EXTENSIONS (http://www.hellogorgeoushairextensions.com) hand-makes cosmetic hair extension pieces.
Each hair extension set is made-to-order, and can be color-customized according to the purchaser's specifications.
The website currently indicates a turn-around time of "15 business days" for their 20" Salon Special Hair Extensions, which is apparently a popular item due to its affordable ticket price (around $109.00). Purchasers can pay extra for "EXPRESS SHIPPING" which is described as shipment within 1-2 days of completion of the product.
I placed by order for the 20" Salon Special in the "Light Brown" color on FEBRUARY 06, and paid an additional $14.99 for "EXPRESS SHIPPING." I paid via PayPal.
To date, I have emailed this company 3 different times at [email protected]. I also emailed a fourth time, but my email was rejected, stating "it would exceed the quota for the mailbox." On all 3 occasions, I received an auto-generated email response from the company containing generic information, but no individualized response regarding the status of my order.
This company has a Facebook page, which many customers (and there ARE many) that are in my same situation, are forced to post their inquiries about their orders to due to lack of email communication from Hello Gorgeous Hair Extensions. Some posts are responded to by Shannon, some are simply overlooked. The "positive" reviews and congratulatory posts made on the Facebook page are more consistently responded to by Shannon.
This company is clearly a one-woman show as far as customer service goes: it is run by a woman named "Shannon." If there is a gross number of paying customers that are wondering what the status of their order is, or complaining of non-delivery of their orders after 2 mos (as is the case for some that have made it public online), it would be absolutely impossible for Shannon to answer each and every email inquiry and complaint all on her own. So basically, Hello Gorgeous Hair Extensions is playing on the fact that their target market, which is seemingly young teens to early-20 year old's, are naieve enough to overlook the HORRENDOUS to NON-EXISTENT customer service and hold out hope to one day receive these grand hair extensions.
It is completely unfair to your customers to give them a minimum production time, but no maximum time as to how long it would take to complete an order. The customers have no protection by operating under such production timeframes, regardless of the supposed quality of your product. It would make the situation a little better if emails were ACTUALLY responded to, but this is not the case.
From the reviews, this company does indeed seem to produce a quality product, but the customer experience during the interim from payment to actually receiving the product they ordered is awful. What's outrageous is that any disconcertion from Hello Gorgeous clients goes right out the window as soon as they receive their product, whether it's been 8 weeks to 17 weeks later, and Hello Gorgeous is once again renewed. Is THIS the kind of service that is acceptable these days?
It is unfortunate to have to write such a bad review of this company, but clearly, there is a complete lack of respect for their customers with their current customer service model in place: no communication, relying on automatically-generated email responses rather than an actual, individualized response/status update, and the customer simply being ignored.
I've been forced to report Hello Gorgeous Hair Extensions to the BBB as well due to non-delivery of my order (It's now been 38 days since my order was placed), as well as lack of response to my email inquiries.
SHANNON: This is my Transaction ID: 20F94642AK607040H
I'd appreciate a response of any sort.
FOR OTHER CUSTOMERS: Beware. Do your research and be prepared to wait several months before your order is shipped, with no communication in between, unless you are apparently like some of the other Hello Gorgeous customers who have to resort to borderline-harassing amounts of emails to this company in search of a status update. There are other reputable companies out there that DO provide great customer service, and have fair/realistic production times (or at least DISCLOSE them upfront). Do not settle for bad service for the sake of a quality product.
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