Failed by Glam Dive Hair and Beauty and BidorBuy online platform.

I ordered x3 bundles of hair extension from Glam Diva Hair and Beauty via BidorBuy platform. Received the goods yesterday, open the parcel few minutes after receipt. I ordered 12inch Brazillian Hair, Natural Straight & Natural Body Wave. This item is advertised that its life time is 1-2 years.

I did not receive what was advertised, instead received an 8inch pulled in the middle to increase the length, the was hair was brittle and just breaking by just being touched falling everywhere. the length of the hair was uneven.

I then immediately sent an email and text to the seller about this. Here is the response with Magi Kgopa of Glam diva

Good day,

1. "The hair I have sent is 12"x3 bundles, not 8", You can even see it from the picture. Please use the measure tape to measure the hair. Unfortunately I will not be able to refund you as you have untied and messed up the bundles".

I responded and told her that I'm not happy and entitled to getting what was promised of money back. Her response:

2. Good day,

"I need you to measure the length so that we can have proof of the length. How many centimeters do you see on the picture? 8" is 20 cm and the hair is 30 cm.

I also don't understand why you untied and messed up the hair if you are not happy with the quality.

Regards".

I then said, I do't understand why I should be measuring the hair when they should know what they sent. I then measured the hair with a ruler which clearly shows that the hair is indeed not 12inch.

At the same time I'm corresponding with a bidorbuy consultant who then liaised with the seller. I responded to the emails copying the both of them.

To my surprise, this morning I received an email from the BidorBuy consultant saying:

"Good day Kedibone.

Order ***6.

The seller sent us the pictures that you provided and the measurements show that you received the correct length. I would like to suggest that you communicate with the seller on this ticket as she has informed me that you and your daughter are insulting her on emails you are sending .

Thank you" .

I know that I did not insult the seller, I feel that the Consultant took the seller's side instead of verifying the facts.

On the other hand, they both missed the fact that the issue I had was also about the quality of the hair. They chose to focus on the length of the hair piece instead of other issues I mentioned.

BidorBuy failed me as a customer and I think it's time Ombudsman deal with this platform.

I will never use both the seller and am in the process of consulting with the ombudsman office.