Based on recent customer reviews, Hair City is most often praised for the look and feel of its wigs and for consultants who guide buyers to the right unit. Customers consistently describe soft, natural hair at fair prices and quick courier arrivals. A recurring theme in the weaker reviews is premature shedding or tangling on higher priced units, plus silence when a shopper needs a return or an order update.
Top Strengths:
- •Product Quality & Value: Shoppers repeatedly describe hair that is soft, true to length, minimal shedding and easy to style, with glueless and pre-plucked units singled out. Value for money is a strong recurring note, with several saying the hair looks and feels more expensive than the price paid.
Replied to 22% of negative reviews
Reply time on negative reviews: 26h 60m
TrustIndex
5.9
Reply Time
38h 8m
NPS Score
60
Recommended: Very Likely
Replied to 22% of negative reviews
Reply time on negative reviews: 26h 60m
Dec '25 - Nov '26
Frequently Asked Questions About Hair City
What do customers say about Hair City?
Based on recent customer reviews, Hair City is most often praised for the look and feel of its wigs and for consultants who guide buyers to the right unit. Customers consistently describe soft, natural hair at fair prices and quick courier arrivals. A recurring theme in the weaker reviews is premature shedding or tangling on higher priced units, plus silence when a shopper needs a return or an order update.
What is Hair City's biggest strength?
Hair City's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Shoppers repeatedly describe hair that is soft, true to length, minimal shedding and easy to style, with glueless and pre-plucked units singled out. Value for money is a strong recurring note, with several saying the hair looks and feels more expensive than the price paid.
What are the most common complaints about Hair City?
The most common complaint about Hair City, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. Most buyers report next day or better than promised arrivals with secure packaging. The friction sits with a minority who waited well past the advertised two to three day window with no order number, tracking or callback when phoning the store.
How does Hair City compare to other Retail companies?
Hair City scores 4.2 out of 5 on Hellopeter's AI analysis of service quality in Retail, compared to the Retail industry average of 1.6. Their strongest theme is Product Quality (4.3); their weakest is Delivery & Logistics (4.1). The top AI-rated Retail business on Hellopeter is Progenix (4.7). How is the AI Score calculated? →
Is Hair City trustworthy?
Hair City has a TrustIndex of 5.9 out of 10 on Hellopeter, based on 61 reviews in the last 12 months. They reply to 22% of negative reviews, typically within 26 hours 60 min. Hellopeter has tracked Hair City across 349 total reviews. How is the TrustIndex calculated? →
Recent reviews (61)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2026
Terrible customer service
I have placed my order with hair city on the 3rd and to date they still haven't delivered my hair their turn around time is 1 to 2 days today is the 6th no communication nothing whatsoever they are just quiet and their cart box kept saying the team will get back to me buy nothing is happening, poor customer service and lies about a turn around time when your in Johannesburg
1 reviews | Active since Nov 2026
Terrible customer service
I have placed my order with hair city on the 3rd and to date they still haven't delivered my hair their turn around time is 1 to 2 days today is the 6th no communication nothing whatsoever they are just quiet and their cart box kept saying the team will get back to me buy nothing is happening, poor customer service and lies about a turn around time when your in Johannesburg
1 reviews | Active since May 2017
2-3 days delivery promise not kept
I ordered hair on Tuesday before midday hoping to receive delivery before Friday since on their page it says delivery takes 2-3 working days. Am not impressed at all as a new client. Worse part am around Johannesburg.
1 reviews | Active since May 2017
2-3 days delivery promise not kept
I ordered hair on Tuesday before midday hoping to receive delivery before Friday since on their page it says delivery takes 2-3 working days. Am not impressed at all as a new client. Worse part am around Johannesburg.
1 reviews | Active since Oct 2024
Such an inconvenience
I chose to buy online from Haircity especially because I read their delivery policy. I needed the product in a specific timeframe hence I chose to buy from them. I've enquired twice and both times I was told that the product is being prepared and has not been dispatched yet in a span of 4 days. I now need to runaround for something else and spend more money. If you know you still have to prepare, make or buy the product before you can deliver your customer's products it would be nice that you stipulate that on your website and remove that you dispatch the "following day" because that's a lie.
1 reviews | Active since Oct 2024
Such an inconvenience
I chose to buy online from Haircity especially because I read their delivery policy. I needed the product in a specific timeframe hence I chose to buy from them. I've enquired twice and both times I was told that the product is being prepared and has not been dispatched yet in a span of 4 days. I now need to runaround for something else and spend more money. If you know you still have to prepare, make or buy the product before you can deliver your customer's products it would be nice that you stipulate that on your website and remove that you dispatch the "following day" because that's a lie.
1 reviews | Active since Nov 2014
Poor customer service
This was the second time I ordered from them. The first time was a couple of years ago. The wig quality was excellent. This time I ordered I was not happy with the one wigs and the day after delivery I logged an email for a return. I sent 2 subsequent emails and a chat to the whatsapp bot. I haven't heard from them. Not even 1 reply. They are very good with spamming your email inbox year after year with promotions and specials. However there is zero customer service. Their wig quality has definitely also reduced since my first order a few years ago. For busy individuals one cannot always call or visit their store, but as an online shopper one expects to receive a better service with regards to complaints and returns. Do better. I did not get this wig for free, it was paid for. I will definitely not be supporting their business again.
1 reviews | Active since Nov 2014
Poor customer service
This was the second time I ordered from them. The first time was a couple of years ago. The wig quality was excellent. This time I ordered I was not happy with the one wigs and the day after delivery I logged an email for a return. I sent 2 subsequent emails and a chat to the whatsapp bot. I haven't heard from them. Not even 1 reply. They are very good with spamming your email inbox year after year with promotions and specials. However there is zero customer service. Their wig quality has definitely also reduced since my first order a few years ago. For busy individuals one cannot always call or visit their store, but as an online shopper one expects to receive a better service with regards to complaints and returns. Do better. I did not get this wig for free, it was paid for. I will definitely not be supporting their business again.
1 reviews | Active since Jun 2026
Review
I had such a wonderful experience with this wig company! The quality of the wigs is outstanding soft, natural-looking, and beautifully styled. What truly made my visit special was Cindy. She went above and beyond to help me find the perfect fit, offering thoughtful advice and genuine care throughout the process. Her warmth and professionalism made me feel completely at ease. I left not only with a gorgeous wig but also with a big smile thanks to Cindy’s exceptional service. Highly recommended!
1 reviews | Active since Jun 2026
Review
I had such a wonderful experience with this wig company! The quality of the wigs is outstanding soft, natural-looking, and beautifully styled. What truly made my visit special was Cindy. She went above and beyond to help me find the perfect fit, offering thoughtful advice and genuine care throughout the process. Her warmth and professionalism made me feel completely at ease. I left not only with a gorgeous wig but also with a big smile thanks to Cindy’s exceptional service. Highly recommended!
1 reviews | Active since Jun 2026
Amazing qaulity and service
Excellent customer service from the online team. They were friendly, patient, and always willing to help. It's rare to find such great support when shopping online. Overall, I had a wonderful shopping experience. Great quality wigs, fast delivery, helpful staff, and reliable service. I am extremely satisfied and will definitely be a returning customer.
1 reviews | Active since Jun 2026
Amazing qaulity and service
Excellent customer service from the online team. They were friendly, patient, and always willing to help. It's rare to find such great support when shopping online. Overall, I had a wonderful shopping experience. Great quality wigs, fast delivery, helpful staff, and reliable service. I am extremely satisfied and will definitely be a returning customer.