Complaint Review: My Lavish Hair

I ordered hair from the website mylavishhair.com. Despite, not seeing any reviews or customer feedback about their hair, I ordered from the site because I spoke to a representative on an online chat that answered all of my questions and made the business sound very convincing. I ordered on Thursday January 9th, during the evening. I asked when my order would ship out and they told me Friday or Saturday. After it had not been shipped out, I started to get skeptical and looked up some things about the company on social media websites. I found another woman who claimed that she never received her hair. At that point, I didn't want to take any chances. I commented on the company's instagram account and simply asked "What's your number?".

They blocked me from the account and deleted my comment. After that, I was completely convinced that something was up. I went to their website, sent them a message asking "How do I cancel an order?" I sent that about 3 times? They ignored me for several minutes and did not reply until I asked "Please stop ignoring me." They claim they did not see the messages but that is hard for me to believe because later on they would ignore me again. They lied to me several times, changed their story over and over and just gave excuse after excuse. On their website is a page that says to cancel an order, call their number before 11 AM. They do not list a number and would not give me any number to call.

A representative told me that the office that handled orders was closed because it was Sunday. She told me to email them and wait for a response. I sent several emails on Sunday and several more on Monday. None of them were responded to and I believe it was deliberate. According to their site, it's the policy that they cannot cancel orders that have already been shipped out. They might claim to have shipped out the order but I would not believe that at all. I have attempted to speak to someone on their online chat and got no response. It's possible that they recognize my name, IP address or something that lets them know I am the same person trying to contact them about the same problem.

It's clear that they are ignoring me because before any of this conflict happened, and I spoke to them about ordering, they answered all of my messages almost immediately. They refuse to respond to me so they can cancel the order. I have every reason to think this website is fraudulent, I want nothing to do with them ever again and I need the money back because no matter how much they may say it, they have not shipped out my goods and never will. I have sent in total more than 100 messages. On January 13th, I commented on their Instagram photo saying "I sent an email can you respond please? :)".

I did this from a new account because they had already blocked me on another one. They then deleted the comment and blocked me for a second time. I emailed them again and finally got a response however they were avoiding my request to cancel the order and sent me responses that were not only irrelevant but slightly incomprehensible. They then ignored me for the 100th time. Lastly I apologized for being rude and swearing and asked nicely, for the last time, to please cancel my order and give me my money back. I even told them they will be investigated. Weeks later, no response, no hair and no cancelled order. I have spoken to 3 other people on social media accounts that report the exact same thing happeing to them.