Since I ordered the unit in January 2015, the customer service wasn't great. The website design and technology is poor and due to Shemika's error on her website, I had to pay another few hundred dollars, which I asked to be discounted, as it was her error ( good customer service would have not had me pay money again, I had already paid when Shemika contacted me for another payment due to her error) . I ended up paying $741.06 for my wig. On several occasions I have email her and not received a response. I've had to send emails pleading with her to respond, and reminded her that I am an international customer (she's in New Jersey USA, I'm in London UK) spending a large sum of money, so please communicate with me.
After months of waiting, without any communication from her to update me on the progress, all communication was initiated by me, I emailed her to ask when expected delivery date would be, again, no response. I emailed again, as I was leaving the country, I needed to know. She replied and told me she would let me know. Again, nothing happened after that. I emailed again, and received and email from the postal company ( again, bad customer service; there was not word from her, just the post office generated email, and there was no acknowledgement or apology for not contacting me when she said she would) advising my parcel is on its way. The customer service is none existent. Businesses are meant to communicate with the customer, send them progress reports for items such as this and respond to emails; there was none of this with Shemika. And when I sent her emails, if she responded, most of the time the response did not answer or address my issues, concern or question.
When my wig arrived; the colour 12, I requested for highlights was wrong, I also asked for fewer highlights than she normally does, it came with a lot of highlights. Colour 12 is a brownish, low blond, honey colour. The wig highlights were very bright blond, not colour 12 and there were a lot of highlights. The scalp I ordered was meant to be medium brown, the wig scalp was actually pale white. The hair quality, once washed as instructed, was bushy, dry and brittle ( the hair looks damaged). The biggest and most disappointing issue was the front area of the wig; I ordered a "transparent" thin skin perimeter. It wasn't transparent and was a blatantly obvious white scalp with hair coming out of it at the front of my head. I would describe the thin skin as opaque. It was obvious to the naked eye if someone was looking at you. Embarrassingly bad. I was not able to wear the unit at all. I communicated the issues with Shemika and sent her pictures immediately, who has not shown a great deal of concern, initiative or customer service. It took for me to say I'm sending it back, instead of her. I would have expected concern and a sense of direction from her. I have asked for my $741.06 refund several times because I am not willing to do anymore business with Shemika; her customer service is poor, she lacks concern, her communication skills are unacceptable and the product was appalling. Despite asking for a refund several times; she has not communicated with me about the $741.06 and not addressed my request, despite sending her several emails requesting it.
I find that she will contact you when she is ready or if it is on topics she wants to contact you on, and unfortunately that's not how a successful and responsible business should be run.
On the day I sent the wig back, I emailed her to advise its on its way and the tracking number, she emailed me and said she would contact me once she has the unit, she has not done so. In fact, she not contacted me at all, I've not heard from her at all since then. It's been 5 days now. Thankfully, I tracked the parcel and they have confirmed it has been delivered and received. I emailed her 5 days ago, 2 hours after she had received it. To date, I've had no response.
She has wasted my time, from January to May 2015, and still I have no wig. I have wasted money for which I am still awaiting a $741.06 refund.
I would not recommend anyone to purchase or do business with Upscale Wigs. I wish this wasn't the case, as I'm a firm believer in promoting black owned businesses especially black women, but if the delivery of the business is poor and unsatisfactory, regardless of ethnicity, to the customer, I will not lie; especially if I'm being treated so poorly, I would hate for another person to have to go through the same disappointment, aggregation and distress as I have endured for the past 5 months.
I have all the pictures and emails to prove my statements are true and correct, and are available on request. I'm not in the business of discrediting businesses and individuals. I'm a business woman myself and value businesses with strong values, good customer service and quality products.
There are friends and family that knew I ordered this wig, I can't bring myself to tell them it even arrived and all of the issues I'm now facing. It's embarrassing.
I just want my money back, so we can cut all ties and I can stop wasting anymore time and energy with this bad situation.