Complaint Review: Hello Gorgeous Hair Extensions

I made a purchase 28th October 2010, I have yet to receive my product (17 Feb 2011)

I wanted to purchase hair extensions and I like to do my research on products by seeking out reviews online. I watched several excited girls discuss in video reviews their experience with Hello Gorgeous Hair Extensions. All the reviews were positive, and they did acknowledge that there often was a few weeks wait beyond a typical online purchase.

I was prepared to wait what the company and the online reviewers said was to be expected; somewhere between 8 - 21 days sometimes a week more.

The website order process was not a typical e-commerce layout either.  I added to the cart my hair extension choice. At checkout, it was a simple form with the option to pay through Paypal which I did, I thought at this point I could specify shipping and I also thought there would be a drop down menu choice for colour. I continued with the process through Paypal, expecting there to be a notes section to add comments about delivery specifics, none of this was available.

Immediately I emailed the company to the following email address: shannon@hellogorgeoushairextensions.com  The email bounced back saying that I would exceed their mail quota and it would not accept my email. I was freaking that my order would be dismissed. I then tried info@hellogorgeoushairextensions.com and again the same 'exceed mail quota' message bounced back.

I didn't want my purchase to be made redundant, so I opened a dispute through Paypal, as this was the only other avenue to contact the company. I felt guilty to have to open a 'dispute' but within a day or so a representative called 'Shannon' responded to my email that she would assist with colour selection, but did not answer about my International Shipping request. Shannon also asked that I close the Paypal dispute.

So with another email address as issued by Shannon; bejeweledcambridge@yahoo.com: I wrote to her about my colour choice and she wrote back immediately. I also asked about International Shipping costs in a further email, and didn't get a response.

A day or so after this I thought I would best go back to the website and try and see if I could add to my order the international shipping. I had to add this like an item, and I purchased it through Paypal. I was able to make a note that this was connected to a previous order, and I noted the order number. I then left it at that and waiting out the prescribed delivery period of 3 weeks.

I wrote an email after this requesting a Status update; this was to the last email I was issued by the company:bejeweledcambridge@yahoo.com  - no response.

I had to forget about the order with work commitments, and then I just hoped that the order was going to appear at some point.

In January I received from the company an e-flyer advertising specials for hair extensions. I visited the website and noted another email address: orders@hellogorgeoushairextensions.com

I wrote to this email address, clearly itemised the initial order for my extensions, and the 2nd order for international shipping, as well as colour choice, delivery address, etc.

A response was received a few days later saying they are in the mail and were held up because I didnt list a colour choice - they didn't acknowledge the emails I had with them through Paypal disputes rectifying this months ago.  The company also said, that the product was held up but would be in Australia by the end of the week. They also wrote the hair came out super gorgeous. 

To me that response meant, 1. my order actually is finished 2. the order is in the mail.
I waited that new week, checked the post every day.

Three weeks later, still nothing.

It has been 17 weeks since I purchased this product.

I have been patient. I have emailed the company asking for clarity in the politest way possible. 

Two days ago I wrote requesting a complete refund as I was disappointed that nothing has been received.

Those emails were rejected and bounced back to me except one.

Now I am writing here because I believe that for whatever reason they have decided not to send me the product and will not be making any efforts in the near future to help me.

I also noted that on Paypal, you can only ever open 1 dispute. Once a dispute has been closed, you cannot reopen - so Paypal was out of the picture in terms of assistance to gain a refund from Hello Gorgeous Hair Extensions. Shannon asking me to close the dispute was a quick and easy way to not have to accountable to Paypal.