Extremely Disappointed with Quality and Customer Service

I purchased two wigs from Hair City on October 28th: a Brazilian Water Wave Lace Front Wig for R1849 and a Straight Lace Frontal 10” for R1349. Unfortunately, my experience has been incredibly frustrating from start to finish, both in terms of product quality and customer service.

First, the Straight Lace Frontal wig was noticeably thin. After reaching out to Hair City, they offered to add an extra bundle to improve its fullness. While the straight wig was collected for this adjustment, I decided to try the Water Wave wig. Within just five days, the texture of the curly wig completely changed, becoming dry, brittle, and extremely tangled. I sent clear pictures and videos showing that the wig was nowhere near the quality of Brazilian hair, as advertised. The ends were damaged and unmanageable. Hair City agreed to collect it for evaluation, but the issues didn’t end there.

When I received the straight wig back, it was shedding excessively right from the first day of installation. I recorded a video showing the extent of the shedding, but again, there was no resolution. At this point, I requested that both wigs be collected due to the poor quality.

What followed was even worse: Hair City’s communication was appalling. They never provided proactive updates, and I found myself having to follow up constantly. They rarely answered the phone, and when they did respond to my inquiries, I was asked repetitive questions and had to re-explain my situation every time. Their customer service team has been completely unhelpful and dismissive.

Currently, Hair City still has both wigs, claiming they will "rejuvenate" them before returning them to me. This is a solution I’m extremely unhappy with. How can a wig, which is barely a month old, need "rejuvenation"? And what kind of state will the wigs be in long term if they’re already in such poor condition this soon after purchase?

When I questioned the need for rejuvenation, the agent imp**** I had damaged the curls with heat or products. However, I’ve only used water and TRESemmé conditioner, and I never app**** heat. It seems clear to me that these wigs are likely made from synthetic fibers, not the advertised Brazilian hair.

To say I’m disappointed would be an understatement. I paid good money for what I expected to be quality, natural looking wigs, but instead, I received products that are not only subpar but have left me with no confidence in the brand. The lack of accountability and the prolonged mishandling of my case has left me deeply dissatisfied. All I want now is either a refund or the quality I paid for, not two wigs that need to be "rejuvenated" after less than a month of use.