Based on recent customer reviews, The San Hair draws strong praise for in-store stylists such as Noxolo, Lisa, Monalisa and Mary, who deliver warm consultations and beautiful installations. However, most feedback centres on premium wigs priced between R4500 and R5300 that shed, tangle and feel plasticky, plus factory treatments that fail. Online orders arrive far later than advertised, refunds stall for weeks, and customers must chase updates themselves. Branch experiences vary widely, with Pavillion, Hemmingways, Westgate and Clearwater shoppers reporting pricing confusion, poor packaging and dismissive service.
Replied to 71% of negative reviews
Reply time on negative reviews: 373h 57m
TrustIndex
3.2
Ranking
#55
in Retail
Reply Time
358h 12m
NPS Score
-64
Recommended: Unlikely
Replied to 71% of negative reviews
Reply time on negative reviews: 373h 57m
Nov '25 - Oct '26
Frequently Asked Questions About The San Hair
What do customers say about The San Hair?
Based on recent customer reviews, The San Hair draws strong praise for in-store stylists such as Noxolo, Lisa, Monalisa and Mary, who deliver warm consultations and beautiful installations. However, most feedback centres on premium wigs priced between R4500 and R5300 that shed, tangle and feel plasticky, plus factory treatments that fail. Online orders arrive far later than advertised, refunds stall for weeks, and customers must chase updates themselves. Branch experiences vary widely, with Pavillion, Hemmingways, Westgate and Clearwater shoppers reporting pricing confusion, poor packaging and dismissive service.
Is The San Hair trustworthy?
The San Hair has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 31 reviews in the last 12 months. They reply to 71% of negative reviews, typically within 373 hours 57 min. Hellopeter has tracked The San Hair across 279 total reviews. How is the TrustIndex calculated? →
Recent reviews (31)
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 Oct 2023
Poor hair quality and inadequate communication.
I am extremely disappointed with my order. The quality was unacceptable, and the delivery took far longer than the promised date without any communication or updates. I had to repeatedly follow up to find out what was happening, and the lack of communication was so poor that I genuinely thought I had been ****med. This experience was completely unacceptable and far below my expectations. I will not be purchasing from The San Hair again, and I would not recommend the company based on my experience.
1 reviews | Active since Oct 2023
Poor hair quality and inadequate communication.
I am extremely disappointed with my order. The quality was unacceptable, and the delivery took far longer than the promised date without any communication or updates. I had to repeatedly follow up to find out what was happening, and the lack of communication was so poor that I genuinely thought I had been ****med. This experience was completely unacceptable and far below my expectations. I will not be purchasing from The San Hair again, and I would not recommend the company based on my experience.
1 reviews | Active since Dec 2020
Failure to Deliver Order *** – Refund Requested
I am writing to request a full refund for Order ***. I placed my order on 19 September 2026 for a 12" Straight Peruvian 5x5 Brown with Dark Roots. After receiving no update, I followed up on 23 September 2026 and was informed about your processing times. Later that day, I received an email stating that my order had been dispatched and included a tracking number. However, when I attempted to track the parcel, there were no tracking details available. I subsequently contacted one of your online agents, who advised me to expect delivery on Monday, 28 September 2026. Unfortunately, the parcel was not delivered as promised. Given the delays, the lack of reliable tracking information, and the overall poor customer service I have experienced throughout this process, I no longer wish to proceed with this purchase. I therefore request a full refund of my order with immediate effect. I am extremely disappointed by the level of service I have received and have lost confidence in your ability to fulfil this order. As such, I do not wish to have any further dealings with San Hair regarding this purchase. Please confirm the cancellation of my order and advise when I can expect the refund to be processed.
1 reviews | Active since Dec 2020
Failure to Deliver Order *** – Refund Requested
I am writing to request a full refund for Order ***. I placed my order on 19 September 2026 for a 12" Straight Peruvian 5x5 Brown with Dark Roots. After receiving no update, I followed up on 23 September 2026 and was informed about your processing times. Later that day, I received an email stating that my order had been dispatched and included a tracking number. However, when I attempted to track the parcel, there were no tracking details available. I subsequently contacted one of your online agents, who advised me to expect delivery on Monday, 28 September 2026. Unfortunately, the parcel was not delivered as promised. Given the delays, the lack of reliable tracking information, and the overall poor customer service I have experienced throughout this process, I no longer wish to proceed with this purchase. I therefore request a full refund of my order with immediate effect. I am extremely disappointed by the level of service I have received and have lost confidence in your ability to fulfil this order. As such, I do not wish to have any further dealings with San Hair regarding this purchase. Please confirm the cancellation of my order and advise when I can expect the refund to be processed.
1 reviews | Active since Sept 2015
THE SAN HAIR Disgrace
I bought a wig online, with no feedback provided and me having to follow up more than once on all platforms, my order was cancelled but refund was not received. For a huge industry this is an absolute disgrace and disappointment. It's been 2 weeks now and I am still waiting for my money. NEVER AGAIN. ALL I WANTED WAS A NEW WIG.
1 reviews | Active since Sept 2015
THE SAN HAIR Disgrace
I bought a wig online, with no feedback provided and me having to follow up more than once on all platforms, my order was cancelled but refund was not received. For a huge industry this is an absolute disgrace and disappointment. It's been 2 weeks now and I am still waiting for my money. NEVER AGAIN. ALL I WANTED WAS A NEW WIG.
1 reviews | Active since Mar 2023
Bad experience
Trust me when I say never again will I buy hair from Sanhair . I purchased a wig four months ago for R4500. Upon purchasing the wig, I was optimistic about its quality. However, after wearing it only three times, I noticed significant shedding and tangling each time I brushed it. Additionally, the hair had an unnaturally plasticky feel, which was disappointing given the price point. When I returned to your store to address these issues, both the stylist and receptionist acknowledged the problems with the wig and assured me that it would be sent back to the factory for assessment. Unfortunately, after two weeks of no communication, I followed up and was informed that a delay had occurred due to issues with the driver. When the wig was returned, it had been treated but continued to shed and tangle. The stylist suggested that I bring it back again for further evaluation. I did so promptly, as I needed the wig for an upcoming weekend event. I escalated the matter to management, informing them of my need for the wig by the second week. Despite my efforts, I am still experiencing delays and excuses regarding the return of my wig, and the quality remains unsatisfactory. It is frustrating to see celebrities promoting your products without acknowledgment of the issues many customers face. I wish I had read the reviews beforehand, as this experience has left me incredibly disappointed. At this point, I no longer wish to keep the wig and would prefer that it be donated. I hope to resolve this matter promptly, as my experience with Sanhair has been far from acceptable. The disappointment of their customer service experience I have encountered is disgustingly horrifying. These business has issues with drivers, shampoos, incompetence it’s shocking. I feel sorry for the owner.
1 reviews | Active since Mar 2023
Bad experience
Trust me when I say never again will I buy hair from Sanhair . I purchased a wig four months ago for R4500. Upon purchasing the wig, I was optimistic about its quality. However, after wearing it only three times, I noticed significant shedding and tangling each time I brushed it. Additionally, the hair had an unnaturally plasticky feel, which was disappointing given the price point. When I returned to your store to address these issues, both the stylist and receptionist acknowledged the problems with the wig and assured me that it would be sent back to the factory for assessment. Unfortunately, after two weeks of no communication, I followed up and was informed that a delay had occurred due to issues with the driver. When the wig was returned, it had been treated but continued to shed and tangle. The stylist suggested that I bring it back again for further evaluation. I did so promptly, as I needed the wig for an upcoming weekend event. I escalated the matter to management, informing them of my need for the wig by the second week. Despite my efforts, I am still experiencing delays and excuses regarding the return of my wig, and the quality remains unsatisfactory. It is frustrating to see celebrities promoting your products without acknowledgment of the issues many customers face. I wish I had read the reviews beforehand, as this experience has left me incredibly disappointed. At this point, I no longer wish to keep the wig and would prefer that it be donated. I hope to resolve this matter promptly, as my experience with Sanhair has been far from acceptable. The disappointment of their customer service experience I have encountered is disgustingly horrifying. These business has issues with drivers, shampoos, incompetence it’s shocking. I feel sorry for the owner.
1 reviews | Active since Jan 2013
Extremely disappointed with the quality of the product and after-sales service
As a repeat customer of San Hair, I am extremely disappointed with both the quality of the wig I purchased and the way my complaint has been handled. After experiencing issues with the hair, I contacted San Hair, and they initially treated the wig in-store. When that didn't resolve the problem, they sent it to their factory for what they described as a "deep treatment", explaining that the hair was dry. This suggested that the issue was due to how I had cared for the wig, despite the fact that I have invested in a range of San Hair's own hair care products and have followed their recommended maintenance routine. I collected the wig after the factory treatment and had it installed the very same day. Unfortunately, the problem remained exactly the same. I immediately sent them photos showing that the issue had not been resolved. This is a R5,300 wig, and I do not believe a product at this price point should have these kinds of quality issues. What has been even more frustrating is the lack of communication. I have repeatedly been promised feedback, but no one follows through. Instead, I have had to constantly chase the company for updates and a resolution. This is not the level of service I would expect from a reputable company. I have had to do all the follow-up myself, which is something I would expect from a *****ulent company operating online or through social media—not from an established brand like San Hair. You’d swear I’m dealing with a fly by night hair seller found online or on social. How a brand treats its customers when something goes wrong says a great deal about its values and commitment to customer service. If this is how they treat a loyal, repeat customer who has purchased multiple wigs from them, I would not recommend that anyone buy hair from San Hair.
1 reviews | Active since Jan 2013
Extremely disappointed with the quality of the product and after-sales service
As a repeat customer of San Hair, I am extremely disappointed with both the quality of the wig I purchased and the way my complaint has been handled. After experiencing issues with the hair, I contacted San Hair, and they initially treated the wig in-store. When that didn't resolve the problem, they sent it to their factory for what they described as a "deep treatment", explaining that the hair was dry. This suggested that the issue was due to how I had cared for the wig, despite the fact that I have invested in a range of San Hair's own hair care products and have followed their recommended maintenance routine. I collected the wig after the factory treatment and had it installed the very same day. Unfortunately, the problem remained exactly the same. I immediately sent them photos showing that the issue had not been resolved. This is a R5,300 wig, and I do not believe a product at this price point should have these kinds of quality issues. What has been even more frustrating is the lack of communication. I have repeatedly been promised feedback, but no one follows through. Instead, I have had to constantly chase the company for updates and a resolution. This is not the level of service I would expect from a reputable company. I have had to do all the follow-up myself, which is something I would expect from a *****ulent company operating online or through social media—not from an established brand like San Hair. You’d swear I’m dealing with a fly by night hair seller found online or on social. How a brand treats its customers when something goes wrong says a great deal about its values and commitment to customer service. If this is how they treat a loyal, repeat customer who has purchased multiple wigs from them, I would not recommend that anyone buy hair from San Hair.
1 reviews | Active since Jul 2026
THE SAN HAIR IS A ****
The San Hair is a ****. The East London employees are rude and unprofessional. I bought hair from them and they are sending me from pillar to post, they have not given me my wig or my money and they won’t answer my calls when I try to call them.
1 reviews | Active since Jul 2026
THE SAN HAIR IS A ****
The San Hair is a ****. The East London employees are rude and unprofessional. I bought hair from them and they are sending me from pillar to post, they have not given me my wig or my money and they won’t answer my calls when I try to call them.
1 reviews | Active since Aug 2020
They judge customers on the way they look
I walked into the Pavillion store, not even a greeting from the staff,they looked at me funny and completely ignored me. I walked in there wanting to buy hair, i walked out feeling small and unimportant. Was it because i wore my nature 4c hair out? I think they judge customers based on their looks, because of that yall lost business that day. My daughter was with me, she is 13 but she was the first to comment on the awful reception.
1 reviews | Active since Aug 2020
They judge customers on the way they look
I walked into the Pavillion store, not even a greeting from the staff,they looked at me funny and completely ignored me. I walked in there wanting to buy hair, i walked out feeling small and unimportant. Was it because i wore my nature 4c hair out? I think they judge customers based on their looks, because of that yall lost business that day. My daughter was with me, she is 13 but she was the first to comment on the awful reception.
1 reviews | Active since Oct 2023
Refund ASAP
I placed my order on 6 June 2026, and as of 7 July 2026, I have still not received it. I am very disappointed by the lack of communication and the delay. I no longer wish to wait and want a full refund processed immediately. If my refund is not processed promptly, I will have no choice but to report this matter to the appropriate consumer protection authorities. Don't force me to take this matter to social media to tell others about my experience. Just refund my money immediately!!!!
1 reviews | Active since Oct 2023
Refund ASAP
I placed my order on 6 June 2026, and as of 7 July 2026, I have still not received it. I am very disappointed by the lack of communication and the delay. I no longer wish to wait and want a full refund processed immediately. If my refund is not processed promptly, I will have no choice but to report this matter to the appropriate consumer protection authorities. Don't force me to take this matter to social media to tell others about my experience. Just refund my money immediately!!!!