terrible split ends on new hair

I purchased a wig from Swelly in August 2025. Upon my very first wear, I noticed severe split ends throughout the hair. I immediately notified her and provided clear photos showing the condition, along with a comparison to one of my older wigs to highlight the issue.

She advised me to follow her preparation videos, which I had already done when I first received the wig, and I repeated the process as suggested. Unfortunately, the condition of the hair did not improve. I also shared details and photos of the heat protectant and serum I used, following her guidance.

She then advised that I send the wig back to her for "treatment". At the time, I was unable to do so due to personal circumstances, including bereavement.

I have recently unpacked the wig with the intention of using it for a special occasion, only to find that the condition has worsened significantly. I have only worn this wig once to the office and never again cause of the split ends. I contacted her again to arrange sending the wig back to her as previously agreed, but she has been ignoring my messages.

This is extremely disappointing, as I reported the issue from the beginning and followed all instructions given. I am now left with a product that is in very poor condition and no assistance from the seller. I wish i could upload pictures on here.