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KM
Karabo M

1 reviews | Active since Feb 2019

03 Jun 2026, 15:50

Delayed order

Dear Customer Service Team,

I am writing to express my frustration regarding my recent hair order. At the time of purchase, your website indicated that delivery would take approximately four days. Based on this information, I proceeded with my order and made arrangements accordingly.

However, I have now been informed that I must wait 7 to 14 working days for delivery, which is significantly longer than the timeframe originally communicated. Had this information been provided upfront, I would have been able to make a more informed purchasing Honestly, this is false advertising. I’ve been calling customer care and the lady that I was talking to (Lesego) went on to tell me that I should provide proof where it states the the order takes 2-3 days on the website as if I was lying. I’m suppose to be travelling tomorrow but all that has been ruined

I look forward to your prompt response and a resolution to this matter.

0
Replies (1)
The San Hair
The San Hair's reply19 Jun 2026, 12:43
Official
Thank you for your feedback, and we sincerely apologize for the confusion and frustration caused.We would like to clarify that the estimated timeframe displayed on our website refers specifically to processing time, while delivery typically takes 2–3 working days thereafter, depending on location and courier schedules. Our previous timeline of 7–14 working days has recently been updated, and we acknowledge that this transition may not yet be clearly reflected across all customer touchpoints.We also note your interaction with our team member, Lesego. She was simply trying to assist by guiding you to the correct section on the website, as there has been a recent update to the information. We sincerely regret that this came across as dismissive, as that was not the intention.Please also note that this matter has already been attended to and resolved with you directly, including an additional complimentary gesture from our side. However, we remain committed to improving how this information is communicated going forward to prevent any future misunderstanding.We appreciate your feedback as it helps us improve our service and communication.