Exodus Beauty Reviews 20

I was advised by the retailer to reject the parcel, which I did. Royal Mail confirmed the delivery failed because the company was no longer at the address held by their courier, and tracking clearly shows the item was marked “Returned to Sender.”

As the goods were never delivered to me, I understand that a refund should be issued under UK consumer regulations. However, I am still waiting for my refund despite the return being confirmed.

Responsibility for the failed return was initially shifted onto me, even though this related to the retailer’s delivery address arrangements. I had to follow up multiple times for clarity.

For a business of this size, I expected better coordination between logistics and customer service, and a smoother resolution process.

Unfortunately, this experience has been frustrating and below reasonable expectations.

The pricing is fairly comparable to other online sites, however Exodus have a much wider range of products. I have been using them for a couple of years now and have spent a lot of money with them. My only issues are dispatch and delivery timelines. For example, I had an email on the 26th :September to say that my item had been dispatched. Today, the 3rd of October, Royal Mail still have not received it. Why send a tracking number before you have got it to them? It’s very frustrating and it seems as though I always have to make contact to get my items actually in transit or for them to then tell me that it is out of stock. It is a real shame because they let themselves down time after time. I’m in England, the items don’t have far to go.

Edit. 3 stars was a bit harsh so have upped it to 4. I always get what I order.

My order arrived within 48hr of ordering. High quality hair at a bargain price, will definitely use again!

I don’t usually leave reviews but felt I needed to as I don’t understand why this company has so many bad reviews, I’m so glad I didn’t go by the reviews and decided to just go ahead and order. Took 7 days to process as clearly stated on their website and the delivery was only 2 days, so arrived a lot sooner than I thought. They answered all of my questions straight away , the best thing was the unit I bought was cheaper from here than any other site. Thank you so much for your excellent service and the amazing product and I will definitely be using you in the future and I will recommend you to anyone. I do recommend that everyone reads their policy before ordering so they understand the delivery process and service. A* from me

BEWARE!

They will probably not approve this to be on their site Never seen any company so dishonest and incompetent.

I lost almost £15 and so much priceless time just because I chose to trust them.

1. Before I placed my order, I painstakingly searched for their contact number to ask if the hair will arrived when needed. I was assured it would . So I placed my order.

2. 72hrs before the promised delivery day, I reached out again to ask if we are still on track, I was assured we were

3. Less than 24 hrs before my order was to arrive, I was told there will be a 2 working days delay, I moved my salon appointment and paid £10 for cancelling, never made a fuss

4. On the day my order was to arrive, no one deemed it fit to reach out, I reached out once again only to be told it won’t arrive and there’s no actual time for the arrival.

5. I cancelled my order and went to look for an alternative because there was no way I could move my appointment again or cancel my shoot. I was told my refund will be processed. Still didn’t make a fuss.

Color me surprise why no one told me this order will still arrive and I will bear the cost of correcting their error before I get my full refund.

Meanwhile I paid for priority delivery. But these unprofessional lot can’t send a return label of £3

What a shame.

Never again

Edit: I am just reading all the past poor reviews they have had including their rude responses and I expect same which won’t be surprising. I just wish I did my due diligence before buying from them. I have tried to save others by dropping my reviews on other platforms and will probably do same on all my social media platforms, maybe a YouTube video on my channel too. Lessons must be learnt.

Reply: exodus beauty, when I come for people, I come correct, I don’t do defamation. If I say I painstakingly looked for your contact number, yes I did because if it was an extra step.

If you don't know how to run a business or how to resolve issues with empathy, close it up.

I didn't even have an idea your “warehouse” was out of the UK until you brought up the custom issue, I wouldn't have place an order. You disappointed me the second time without communicating, yes I wouldn't wait for you to tell me it will arrive whenever. This was the response below when I reached out to ask for my order was coming.

“Hello. Unfortunately the shipment which includes your hair is yet to be released by customs. I'm so sorry for this. This type of delay is unusual and only happens if there's a lot of parcels being shipped by FedEx or there are few customs officers. I'll keep monitoring the situation and keep you updated. Apologies again.”

Did you state above any actual time of arrival? If you don't know what summary means, go back to school and learn English.

When I buy a product, I expect to get it at the actual time I need it, I still gave you 3 days grace including weekend. For context I ordered this item on the 7th of March, expected 15th, never came, you said 17th or 18th, never came, never reach out. So I should wait for you to get your ducks in roll because you're the one I earn money from?

Yes I am upset that the PayPal dispute wasn't in my favour, because then I wouldn't have to be doing this as I just wanted you to do the right thing! You shipped that item from Bedford at least 2 days after I cancelled.

My items were with other packages from your warehouse, it needed to arrive at Bedford first so you can separate and manually ship to each address in the UK, so you really need to stop being dishonest about it already on its way when I cancelled, I know how royal mail works.

So you deliberately sent the items in the hopes that I will be grateful or what? Only to tell me to pay to send it back when your plan didn't pan out well. I have proof of when royal mail had the item, I bet you don't have proof of it otherwise so quit lieing.

You had two types of shipping on the site and I chose the earliest one which is 5-7 days ( £6.99)

At no point was I rude to you or your staff, saying that is why you didn't issue a return labour is another lie, you just kept insisting I will bare the cost to correct your ineptitude.

Paying for the return label is obviously not my problem even though it is for you, it is just a matter of principle but I won't reward your anyhowness by keeping that hair I have processesed the collection so it can be sent back to youand accepted that is the price for buying from companies like this.

Go and learn how how to properly run a business! It isn't a one off issue with me. I can see other reviews and your responses. So rude and patronising

Oh yes I will keep going on and on and will spread it around social media and youtube. Bring your solicitors, solicitors are meant to be paid and used that's how my partner earns so you see it will probably cost me nothing to throw your faux defamatory whatever into the ocean.

Kept editing your response to take out the rudeness. Shots exist

Absolutely terrible I place a order on the 8th Nov still haven't received it when I rang up they said its still at the warehouse but they would Email the next day. Did not hear back from them so I rang again still couldn't give me a answer. So I'm still waiting on my order to be dispatched and no communication from Exodus terrible service. If I could give -5 stars I would. I'll never buy of this site again.

Personally I wouldn’t buy from this site again but try your luck.

I paid £11 for next business day delivery only for the product purchased not to come. Yesterday, I contacted them via their online chat and they said that they would get back to me that day, with when my order will ship but lo and behold I was not contacted at all after the chat. This morning, I got on their live chat again and had to wait 12 minutes for a response, the person I talked to said that my order should ship by the end of the week, so I could have to wait over a week and a half for a package that I paid extra to be delivered the next business day due to stock issues that I wasn't alerted of or shown on the website when I was ordering the product. The person I talked to kept stating that " I already explained" this and "I already explained" instead of answering the questions I had, being completely unhelpful and not being able to give me a specific date on which my package would ship, even though yesterday they said that they were going to get in touch with the warehouse and find out for me. Save yourself the hassle and stress and take your business elsewhere.

You seem to have turned the reply option off after leaving your reply so I have had to rectify your untruths using another account......
It's funny as Companies House shows you live in Milton Keynes, however it appears you live on a river in Egypt as you are obviously in denial !
Your point 1 - Correct. I never said anything to the contrary about that.
2- You should have said that wig could not have heat applied to change the style, you were supposed to be the expert and we came to you for advice. You were asked on many occasions by us could we use heat. You did not say it wouldn’t change the style. You were well aware of what my daughter wanted as we had expressed it several times, if you were confused you should have asked for clarity.
3- She has had corn rows before, no problem, but you never asked that. When I asked about corn rows you never said to me they would be loose. What you are trying to do is make my daughter look a liar. You have lied to me, my daughter, my husband & my daughters friend. A liar must have a good memory and remember what they have said, unfortunately you don’t.
4 – My husband also restrained you, firstly against me & secondly against our 16 year old daughter whom you assaulted and yes the video does show that. I am putting a compliant in against the officer concerned.
6- I said I’d take a wig to sell to get the money back you should rightfully refund, again you lied & told the police I said I’d steal it. My daughter has all that on video too. You seem to forget the finer details. The police said you wanted me arrested IF I didn’t leave. I am hoping to get a copy of their video for my complaint against the officer and would be more than happy to upload it so we can either prove you or the office have memory problems.
7- The mirror is far away enough my daughter couldn’t see the bald bits at the front till she sent me a picture and I asked her if she was happy with it, then she looked closer. You would have seen it as you were working on the wig. We were happy to pay £80 for a wig we could apply heat to, re style, and that was fitted correctly, unfortunately that wig was none of those, even though you said it was. You completely mis guided us to get money. The wig doesn’t do what you told us it would. You also told us you were a kid. However, companies house shows you as late 30’s, so did you lie about being the owner or lie about being a kid, either way just another lie. Your treatment of a minor in your shop was disgraceful, you know you were in the wrong which is why you didn’t want to speak to me because I had heard all your lies & that’s why you wanted to talk to my husband. Your customer service was disgraceful, well non-existent really. At bare minimum you should have changed to a wig we could style with heat (which is what you sold it as) and re fitted it. I am entitled to a full refund but came in reasonably and said I would accept 50% to rectify the problem. You had no interest in trying to sort the problem but rather kept pulling at the hair whilst it was on my daughters’ head, then physically assaulted her. You were rude, arrogant, and put your hands on my daughter, you should not be allowed to work with kids. I hope if you have kids no one ever treats them the way you treated mine. I wish I had looked on Trustpilot prior to purchase as their reviews seem to echo mine but it shows this was not a one off. You are renowned for your appalling customer service, disgusting attitude, and failure to abide to the consumer rights act. My daughter also paid you in cash but got no receipt. Worth noting there are 2 women in the shop/ 2 owners so when someone writes on a review the owner was helpful be assured it’s the other lady .As someone else wrote...Its all good until it’s not. Others calling you childish, a very apt description.

A unused and packaged item was returned, after I bought a second item I preferred - though that item ripped the same day I recieved it, but I was informed it was my error, which I chose not to dispute as I wanted to arrange my return for the first item anyway. However, after the first item (which was approved to be returned and for which I have proof of postage for) was returned, the company didn't communicate receiving the item, and have not refunded me my original payment, despite sending proof of the postage return to them via email.

I am now without the item I purchased and the money I paid. A clear and blant infringement on my consumer rights. Incredibly disappointing. This is not how you run a business or how you treat customers. As of now, I'm currently speaking with several separate agencies and advocates to see what my options are, though all are currently certain my rights have been breached as like I have said, this company have both money and the item at this point. My emails are now being ignored or blocked, as no responses have been given to my last two emails.

I would advise not using this company, and to read the negative reviews and to take them into consideration before buying from this company, as I failed to do my own due diligence and am now having to spend time on this, luckily I'm someone with the means to receive the help and advice needed to deal with this current unfortunate issue, but I would hate for someone without those means to fall victim to this company. Save yourself the hassle and find somewhere else to buy from, as the refund process here in non-existant, they'll just try to keep your money.

However if you are currently in the same situation as me, I'd advise you seek advice from citizen advice and find a ombudsman to get advice on how your consumer rights have been breached, and definately make sure you keep proof of everything, especially postage.

The first time I bought products from Exodus, the owner was courteous, knowledgeable and took time to explain what I needed for the protective style I wanted, even dissuading me from a product that would have been more expensive but bad for my hair type.

I came to find she stocks products that are usually found in America and that she hand selects everything that goes onto the site, and into the retail outpost.

Genuinely shocking to see the negative reviews are things like "she didn't guess what color hair I wanted", "A company didn't put the safety seal on tightly" or "I was unhappy so I made a young person cry"? Baffling.

I came on to say I had a very positive experience which, for someone who usually doesn't bother, means a lot.

I was let down by Afro Styling who canceled my order leaving me with no wig for an event this weekend. I ordered from Exodus Beauty in the evening, using the express shipping for next day delivery. Before 9am I had received confirmation that my order had been shipped, followed by updates on delivery times from DPD. I also used the WhatsApp chat service to ask a question and someone replied within 30 mins. They also came back to me with an answer to my question outside of business hours. My order arrived today in good, sealed packaging and the wig is exactly as described. Will definitely use them again, and recommend also.

This company, run by a couple of very young people, is unprofessional with terrible customer service. They have excellent stock and all will be fine until it isn't. Rude communication for starters. For them, the customer is always wrong. I gave a review and the reply was that they were crying and mental health was affected. I was the victim and they lied online to gaslight me. Read other reviews where they do nothing to help customers. Hopefully they reflect and improve. The only thing I did was politely request a credit note, as the in store staff was not allowed to refund nor exchange which breaches distance selling regulations regardless of click and collect (not to mention unprofessional for a retail shop). In the end after 20 mins, I got a post it IOU. They are refusing to sell me anything else, as they lost money on the refund. The person they claimed was crying even agreed with me about the misrepresentation on their website. Very childish owner. Buyer beware.

Hi I recently tried to on 2 separate occasions tried to check for delivery availability for two Outre units I never received any response even though both enquiries were "read" & j have used their services before so very disappointed at level of service especially when it advertised that response can be within 15 minutes.

Do not chance it with this retailer. At least not for Castor Oil. I do not usually write reviews but I am so appalled by the dismissive and careless response to my refund request, I felt compelled to warn others of how poorly this company handled my issue.

After reading the reviews on their site, I ordered a bottle of Sunny Isle Jamaican black castor oil which is a staple for me so I know how a newly, unopened bottle of castor oil should look. Unfortunately it fell short of my expectations. The usual protective sealing was detached from the bottle and stuck inside the lid. I requested a refund and sent multiple pictures of this yet my request was repeatedly denied on no logical grounds. This was their exact response to my second request...

"Good morning. Thank you for the photo. As per the previous conversations on this issue, let me reiterate that we did not sell you a faulty or tampered product.

The condition in which you received it based on the photo and video you sent, was the same condition in which it was received from our supplier. The bottles came in a sealed box and we only opened the box to remove the bottles to put on shelves. There was no tampering from our end. All the other bottles are in the same condition. Thank you."

Any reasonable person can see this is no valid basis upon which to reject a refund request for an unsealed cosmetic product. First of all I must highlight that by their own admission in the above message, all their Castor oils come in this sub-standard, unsealed condition. Whether this is due to their own mishandlings or the mishandlings of their suppliers, is not the customer's issue but theirs. The customer should not incur this cost as I did, they should. Also it is simply unhygenic. Risking an unsealed product on your hair/body is simply an abdsurd expectation on their part.

Their reasurances that the bottle had not been opened or tampered with, is quite frankly meaningless. Any company that truly prioritises customer satisfaction would know this, therefore would ensure their suppliers properly seal cosmetic items so that customers can be visibly assured that the product is indeed new and unopened. In my case, due to the condition of the product, no amount of verbal reasurrances holds any weight at all.

In their own terms and conditions they state the following in bold caps...

"DUE TO HYGIENE REASONS, PLEASE NOTE THAT PRODUCTS THAT HAVE BEEN OPENED AND COMPLETELY REMOVED FROM THEIR ORIGINAL PACKAGING WILL NOT BE ACCEPTED FOR EITHER A REFUND OR AN EXCHANGE.
IF YOU RETURN THE PRODUCTS(S) IN A CONDITION WHERE IT IS CLEAR THAT THE PRODUCT HAS BEEN COMPLETELY REMOVED FROM ITS PACKAGING THEREBY MAKING IT UNSUITABLE FOR RESALE, IT WILL BE RETURNED TO YOU."

They seem to be particularly concerned about hygiene here yet will reject a refund request for a bottle of castor oil they delivered to you unsealed. What about my right to receive a product I paid for that has its sealing intact?

They suggested I return the item to get the refund. Given the additional delivery costs, this would not be worth it.

This is how small businesses like this limit themselves. Notice Amazon will more often than not immediately accept refund requests whether the item is returned or not. Businesses like this are greedy and have little to no regard for the trust barrier customers have to get over when making a purchase like this. In this instance they have disregarded it completely. Any company operating in this way has no right to your money.

Do not risk your hard earned money on this retailer. You are better off going in store or purchasing on Amazon where you know you will be immediately refunded for sub-standard items.

**There were other concerns I had as they mentioned in their reply. The later request was due to the unintact sealing I later found stuck in the lid upon further inspection of the bottle. This was a nono for me as it would be for any paying customer.

The very simple fact is, the manufacturer intended for the seal to be there intact. It came unintact. So this is not a case of "Personal preference" as they have so audaciously and dismissively suggested in their reply, it is a case of me as a paying customer not receiving the item in the intended condition and rightfully taking issue with this. Why provide sealing if it is not intact? Whether the manufacturers or suppliers fault, it should not be made the customer's issue. It is your duty to conduct your own quality control.

And again, returning the item would not be worth the hassle due to the additional delivery cost. The money isn't the issue, the audacity and lack of principle is what bothers me. Do better Exodus Beauty.

**High standards? I repeat, implement better quality control and Do better. That way your customers won't have to incur return costs for items you fail to quality check.

Sadly I didn't receive the item I ordered. Yes, sure I could have returned it but at my expense and my time. Ordered colour 4 and received colour 1. Extremely disappointed. My daughter did receive what she ordered so 50% successful. Would I use them again? Perhaps not.
Edit -your response has been noted.
But I did not order black but that was what I received. and the photo I sent you was black not the brown I wanted. And yes I could have sent it back but I would have to pay for the return. Not my error. And my personal opinion of what the colour should have been was based on the colour I saw on the model!

Next day pick up, have better range of braid/crochet selection than your usual Asian owned shops and really good customer service!!!

Excellent communication. Very speedy delivery. Product as described and good quality. Will defo use again

Great Company- used twice within a week. Speedy service with great products. Nice to have a UK based company with the products I need. Thank you...... keep up the good work!