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| - I recently purchased their Peruvian Bleach Blonde bundles and a matching closure. The shipping took about a month from the day I ordered it because they didn't have the closure. They upgraded me to a frontal instead, which was fine, and finally shipped my order.
My stylist doesn't know how to install frontals so I actually had to research and choose from stylists in the Vegas area, which is 2 hours away from Utah where I live. Also not a problem although that was an extra $250 for the stylist I chose + gas money to and from Vegas + the fact that this stylist is so booked I had to wait for a month to get in for my install.
So my stylist colors and tones this hair for me so it resembles hair from a video from Her Imports own website. Turns out beautiful I love it. I then drive to Vegas and my new stylist installs this hair for me and informs me that Her Imports frontals are trash and never to use one. I didn't want one in the first place but I kept that in mind for future reference. They have too much hair and bulge around the crown of your head, so they don't look very natural. Again none of this is REALLY a problem.
The problem is the frontal arrived a completely different texture than the rest of the bundles, which I dismissed because they upgraded me to the frontal so maybe it didn't come from the same set or whatever. The bundles were soft, sleek, and manageable whereas the frontal was coarse, matted, and didn't even take color the same. It wasn't TERRIBLY noticeable so I dismissed it. But being a different texture from the bundles, it matted at the roots and had to be combed multiple times throughout my day for it to lie down, and it never lied down exactly flat anyway.
I emailed David Cronister, who is the Vice President of Operations with this company. I emailed him specifically because he had helped me with a problem I had in the past and was very courteous and solved my problem. I sent him videos of the frontal and he said he would try to find me a blonde closure instead since I didn't like this frontal.
I thought that was great, problem solved. Well no.
I washed the hair for the first time 8 days after my install. I was going to wait longer but my head was so itchy that I thought maybe I just need a good wash. So I washed the hair the 8th night and woke up in the morning to a horribly matted and ratty mess. I could hardly even comb the hair. I actually had to drive 30 minutes to my stylist's salon so she could help me get it back to normal. I sat in her chair for 5 hours while she washed, blow dried, and flat ironed this hair. It never went back to normal. No matter how much brushing she did, it always just tangled up and matted a few moments later. It was so horrible.
I emailed Dave to update him and sent him videos of the hair. I told him this is just a mess and I would like to try a new hair altogether because now I didn't trust the blonde hair whatsoever. I did not want a refund, just a replacement. He told me 1) I've had the hair for two months 2) already had it installed 3) it was ruined because my stylist colored and toned it and it isn't meant for that; it's meant to be worn as is.
To which I responded: I ordered the hair two months ago, your company shipped it one month ago, and I had to wait almost a month to get into my Vegas stylist because of the frontal your company sent that I did not want. So I've had this hair installed for 9 days at this point. The hair was colored to match a video from your company's website where you sell that hair and it explicitly says that this hair is meant to be dyed and toned to ANY color and should last for YEARS- not 9 days. It is not the color that ruined the hair; It was only ruined after I washed it for the first time.
Dave refused to take any responsibility for the poor quality for the hair and insisted that my stylist ruined it by dyeing and toning it, and refused to replace it. He also kept saying that "I didn't even pay full price for the hair" as it was originally $600, and I paid $300, but that is only because I used the hair dollars discount that I worked hard for spreading the company's name to all my friends and family. If you don't want to offer discounts like that or you would try to use them against your customers, you shouldn't have that program in place.
All in all, this company has exhibited poor customer service and hostility and refuses to take responsibility when they sell a shoddy product. That was not $600 hair, that was Sally's pack hair.
Ultimately, I disputed the charges with my bank and sent them all the correspondences between Dave and I and they gave me my money back, recognizing that the hair is of poor quality and not worth what I paid, thankfully. I've since taken my money to Indique and hopefully have a better experience with their hair. There are also videos on my Instagram page @mudrebaibai if you would like to see the full extent of how terrible this hair really is.
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