6 Customer Reviews
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Review from Danielle D
1 star08/02/2024
I ordered a *********************** wig from their premier collection to the tune of $423. Very disappointed to find it not at all like the picture and not worth the money. I promptly sent it back unworn and with labels intact. Ok to pay shipping fir return but not ok to charge 20% restocking fee of $101. Happy to give that amount to charity but not to company operating at bad faith. I could understand if this was a cheap wig under $50 or final sale but this is total highway robbery, gouging legit repeat customers. Yes, I have bought other wigs for my sister in law in the past, all very nice and inexpensive. If I have to write to the owner of the company I will because no one answers the phone and the online customer service is far from that. I will stick to human hair from local reputable companies moving forward. DD in ***********
T W C Wig Co Response
08/07/2024
**************** is very important to **********************. I called and spoke with *************************** today and was able to get her complaint resolved.Review from B L H
1 star06/30/2024
since the company sold it has gone downhill wigs very poor quality customer service don't care i shopped 33 years when ***** and ***** owned it and stopped 1 year ago because of the poor quality and bad customer service charging for orders that were not received I would not recommend this company anymore some of the wigs have been in stock since 1991 perhaps why they stretch out so fast shady company now STAY CLEAR ~!!!!!!T W C Wig Co Response
07/03/2024
Dear *********************,HairUWear, **** (been in business for 56 years) purchased the assets of The Wig Company in May of 2019. All of the premium brands (***********************, *****************, Hairdo, Him, Kidz, and POP) that The Wig Company sold before May of 2019 all came from HairUWear, **** as we are the Distributor of those brands. I regret that we have let you down, as our customers are our biggest asset. I will do additional training with the customer service team to make sure they are giving the best customer service possible.Review from Kristen H
1 star06/11/2024
They will sell you wigs and give you a return shipping label and after you return (untouched, if you dont like it) . they will say that it was final sale and that you have to pay again for them to send it back to you and they wont offer you store credit or exchange or refundT W C Wig Co Response
06/18/2024
Dear *******,I'm sorry about your disappointment with a final sale item but the below is listed on the TWC Website, TWC Catalog, Noted on Product Page, and on the shipping pack list: Warehouse / Final Sale These items are products or colors that we have recently discontinued. No returns or exchanges are accepted on discontinued items. Final Sale items can be up to 90% off the original retail price. All sales are final on closeout items: no returns or exchanges are accepted.Review from Diane H
1 star04/26/2024
I ordered a wig in white. It said it was made by Hairdo, a company Ive ordered from before. When it came it was not in the usual Hairdo box. It looks totally different than the short **** I ordered. Not happy!When I read the return policy I was upset and realized you get almost nothing ack for the return. Very disappointed and wondering what others experience is. I dont know how you can survive with not giving customers what they ordered?Save yourself money and dont be disappointed. Do Not Order!T W C Wig Co Response
06/18/2024
Dear *****,Did you reach out to TWC **************** at ************** to let them know you believe you were sent the wrong item? If not, then I encourage you to contact them so they can look into this for you. Our customer service department is great in resolving issues but can't do so if they aren't aware of issues.Review from Tori D
1 star10/25/2023
I ordered a hair piece of the Wig Company website, after receiving it I realized it did not match my hair color. I followed the procedure for returning. They have this EZ label which is basically they send you a label and you slap it back onto the package and send it off and theyll take the amount of the shipping off the refund. So I sent it out the day after I received it. Didnt hear any from the company for over a week. I emailed the customer service and they told me the return should be relieved to the by the end of that week. Never heard anything about so I emailed them the following week and customer service said it would take 10-14 to process my return. I waited and no I got was sent to me. Then I receive a notification off of Klarna - I used Klarna to pay for the hair piece. On Klarna it states I was refunded $5.60. Well my total price for this hair piece was about $35. I email customer service, mind you I still have received any confirmation email that they have processed my return and have sent a refund. I have been the one reaching out to them this entire time for communication with my return. I then get an email saying that it was $12.99 for the EZ label, I purchased a clip in bang literally should not be that much for such a small package, whatever though okay where is the rest? Well they dont refund previous shipping payments either which I didnt see that anywhere on their returns page. So I paid $35 and only got $5.60 back. Save your money and skip this place. They will do whatever they can to keep your money and frustrate you to the point you dont want to fight for it. Also terrible communication on their side of things.T W C Wig Co Response
06/18/2024
Dear Tori,Exchange Procedures At TWC and Hairdo, it is not necessary to call ahead before shipping your items back for exchange or return. Simply follow these steps:Fill out the Exchange Request Form included with your shipment Any additional money due should be included with your exchange request payable to The Wig Company by check or money order. You may also request we charge the credit card on file. Any balance remaining after your exchange order is processed will be refunded by the original method of payment.Using the original shipping box, place your eligible product with the original invoice receipt inside and seal securely with tape.If using the included E-Z Label, affix the label to the top of your shipping box. Cover or remove the original shipping label.Leave the package in your mailbox for pick up or drop it off at your local U.S. *********** Branch If you paid with a credit card, that card will be charged a postal fee of $12.95 plus tax upon receipt of your return If you paid with a check or money order, please enclose payment of $12.95 plus tax with your returned item.May take up to 2 weeks to receive product and another 10 - 14 business days to process refund.Review from Colleen H
1 star11/29/2021
What a nightmare. They claimed to ship me two wigs that were marked as delivered in error. They charged my card for one plus a couple other items. They knew of the issue and waited. When asking for a resolution I was told that I wasn't getting the $97.88 charged back because the order had shipped. Then I got a message that they were finally reshipping 2 items. They charged my card another $99.90 after leaving a message I have saying they'd charge $94.60 for the difference and the shipping would be free ( I was told by ****** I owed the $15.99 shipping fee from the original order despite the fact that they acknowledge it was never received) and they charged me $5.00 that finally did ship and were received. I received a single wig, not the two ****'s message said were coming. Asked for a refund of the original amount again. They'll have someone from accounting call per ****** 11/18/21. Received a message form **** with an extension that one can't get too so I had to sit through the caller Q and get grilled about why I was calling ****. 11/22/21 I get **** who can't explain why I owe them the original amount billed 11/4/21 on my credit card when nothing was received. She then acts like she doesn't know the original order was never received and apologizes for that. I point out that even with the original order I was only charged enough to indicate one wig shipped, not two. She was silent, like oh.. the shipping order showed two and they charged me for one. I was charged $97.88 not the price of the two wigs ordered ($190+). ****, literally said I guess I just can't explain this to you but she literally provided no explanation whatsoever. I asked who else was avialable and **** proceeded to tell me, "Everyone knows about this one" and no one would be calling em back under after Thanksgiving with two more work days and customer service at the The Wig Company open. It said, they know, and no one gives a darn if they overcharged me as they are busy trying to finding a way to keep and steal my money! When I asked for a manager **** told me that while she had me on hold she spoke with her Customer Service manager ******** who told **** to tell me **** wasn't going to talk to me anymore and someone will get back to me after Thanksgiving. This was Monday 11/22/21 with two more business days until the holiday but they have no customer service manager available to return a call and handle an issue everyone knows about. For the record with all this nonsense going on I called and cancelled the wig on back order. Please note that literally right before placing the order I called to see if the items and colors were available and my order for the 3 items was based on availability. On 11/17/21 **** told me there was no fee for cancelling the Debutante wig on backorder and processed that. She left a voice mail which I have saying two wigs were being shipped with the misc items. I was going to be charged (in addition to the 11/4/21 $97.88 charge) $94.60 for primarily the second wig shipping. Recap. One wig has been received plus the misc. items. The other two wigs have never shipped despite being told they were available and that one of them had shipped while the other moved to backorder. Please help because this leadership team has no sense of customer service and business responsibility to their customers/consumers. Their customer Service reps told me different things and I have notes, dates and times of each conversation from the point this started going south. They sucked me in being nice before I ordered. That said, **** deserves a call out as a consummate professional and a stand out there. As for ********, if this call center is your responsibility, staff it accordingly. We are on the 6th business day with no response and frankly I have no idea how you keep your job as that is not providing customer service.
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