Luxebyshe 

I ordered what I thought was a full head of real hair extensions, from the picture it looked like a full head. When they arrived there where a handful or pre glued single bonds. I sent an email to Luxe hair by she and asked for a refund they said I couldn’t have a refund ,but could return them , and chose more or add to the ones I had already bought . This would have been £460 to make up a full head ,they said they have made me a package whereby I can purchase more at a discounted price. I had to order more from another company , I used the few single bonds and they will have to be removed today , the cuticle is roughened and it’s just a matted frizI can’t even get a comb through it. The company are none responsive . I was charged just short of a £100 for this , I’m so disappointed and would advise not to buy from here .

Sent several emails asking for a colour match. No reply!
Ordered hair to see what it was like looks awful to be honest.
Emailed to ask for a refund …. Again no reply
Do not order from this site !

DO NOT BUY if i could give a 0 star for the customer service and the hair i would awful sellers 0 response too my emails and i have now lost nearly £300 too hair i can not use. Scam No

If I could leave them minus review, I would but unfortunately not that they deserve it but I have to leave a one star minimum !!
I ordered hair extensions from Luxe by She for my wedding on 4 June. Unfortunately, part of my order was missing when it arrived.

Over the following months I sent more than 20 emails trying to resolve the issue. Responses were infrequent, and I was repeatedly passed between departments with no resolution. In the last several weeks, my emails have largely gone unanswered.

The missing items were needed for my wedding, and because the company failed to deal with the issue in time, I no longer have any use for them. At this stage I am seeking a refund rather than replacement products.

I was also disappointed with the quality of the extensions that I did receive. When I raised my concerns, I was told the company has a no-refund policy, despite the fact that part of my order was missing and the matter remained unresolved for months.

The lack of communication, failure to resolve the missing items, and refusal to provide a satisfactory solution have left me extremely disappointed. Based on my experience, I would not recommend this company.

I got my money back…!
Finally after months of fighting this company, my bank issued me a refund for over £800 I spent here. I would urge everyone to raise a dispute with your bank ASAP as there is a cut off time for it and send all your correspondence over. Ultimately, Luxe By She did not dispute the claim via the banking system and I got my money back.

Their refunds and exchanges policy is not legally binding in any shape or form. All of their policies and information on their website can be critiqued so easily. I honestly don’t know who they hired to write their policies…. Compare what they are saying with consumer legislations and if you don’t feel comfortable doing that, ask Chat GPT for help. I spent days and days compiling my own complaint and comparing their policies to parts of the legislation where it doesn’t meet requirements and it definitely helped my claim. They have blocked me on social media which I find so funny. Please keep sharing this scam company so the same doesn’t happen to others.

Thank you for your response.

Unfortunately, your reply further reinforces many of the concerns I have raised and shows that much of what I have said is not being listened to.

You state that the products were opened and used prior to my concerns being raised. However, what you fail to address is that it was impossible to assess the quality of the tape tabs without first opening the packaging. As I have already explained, the top section of the packaging is opaque, meaning the tapes cannot be properly inspected before opening. Like many other disappointed reviewers and customers have commented on.

The quality issues I raised relate specifically to the tape tabs being uneven, mismatched and poorly cut. These defects were only visible once the packaging had been opened. Therefore, even if the hair had never been fitted, a customer would still have been required to open the packaging in order to identify these quality concerns. Your position effectively prevents customers from inspecting the product whilst simultaneously relying on the fact that it has been opened to reject complaints about quality.

I also note your continued attempts to justify the delivery issue rather than resolve it. I paid £9.99 for an express delivery service advertised as 1–4 days. Any distinction between your internal processing times, operational delays, supplier arrangements or courier performance is ultimately a matter between your business and the parties you choose to use. As the customer, I paid a premium specifically for an express service and did not receive the service that was advertised. It is therefore surprising that so much effort has gone into defending the delay rather than acknowledging the inconvenience caused and offering an appropriate remedy, such as a refund of the express delivery charge.

You also appear to have overlooked another important point. I clearly stated that I have been a repeat customer and have purchased from you on multiple occasions previously without issue. This is precisely why the decline in quality and service was so noticeable. As a long-standing customer, I was comparing this order against previous purchases from your company, and the difference was significant.

Rather than taking on board feedback from a loyal returning customer, your response has been largely defensive and dismissive. Judging by the increasing number of recent 1-star reviews raising similar concerns regarding product quality, delivery issues and customer service, it is evident that my experience is not an isolated one. The volume of comparable complaints suggests a wider issue that should perhaps be reflected upon rather than repeatedly disputed.

I would also like to correct a statement in your response that is categorically untrue.

You state: “At no stage were you asked to remove your review in exchange for assistance or resolution.”

I have this request in writing. Your representative stated:

“If you’d be open to it, we would be so grateful if you would kindly remove your review while I personally oversee your case to ensure it’s resolved as quickly as possible.”

This is not a matter of interpretation; it is documented correspondence. I am more than happy to share this communication privately or publicly if required.

Additionally, I would like to address your statement that you wished to “clarify my claims for accuracy and transparency,” which was then followed by implications that my account is misleading. This is not accurate. My statements are based on documented correspondence and my direct experience. Furthermore, the suggestion that a clear and transparent complaints process is being followed does not reflect reality, as I have not received any meaningful response or resolution since 14th May. This lack of communication contradicts the standard of care and customer service you claim to uphold and further reinforces my concern that this matter has not been handled appropriately.

Finally, despite the extensive time that has passed since this matter was raised, I remain without a satisfactory resolution. My concerns regarding the quality of the product, the delivery service paid for, and the handling of my complaint remain unresolved.

As things currently stand, I maintain that the product was not what advertised, the service fell below reasonable expectations, and the manner in which this complaint has been handled has been deeply disappointing.

Repeat customer. I have purchased nano hair extensions from Luxe by She over the last few years and have never been disappointed. The quality of the hair is amazing, lots of colour shades to choose from and great aftercare products to help keep the extensions in lovely condition.
I’ve always chosen their Luxe Platinum range, the hair quality is beautiful and incredibly soft.
I’ve tried multiple different brands over the years, but nothing compares. I wouldn’t buy my extensions anywhere else.

I really wish zero stars was an option.
Firstly I was charged £35.98 for next day delivery when their website clearly states £18.99 and the extensions didn’t arrive the next day but the day after. After lots of back and forth with emails, they agreed to refund the difference but this still hasn’t materialised 8 days later.

My next issue is that once you open the packet all products are non returnable and it is impossible to inspect the quality, size and colour through a packet.

The nano beads I ordered were so small that my hairdresser couldn’t get them on to the application tool and therefore I had to buy more elsewhere. Luxe wouldn’t let me return for a refund as the packet had been opened even though they weren’t fit for purpose.

Finally, I realised the tape extensions were not invisible as described but the traditional type with a solid top. I am still waiting for customer service to email me back regarding this but I’m sure I will once again be fobbed off with ‘we can’t accept returns once opened’ even though the product I received was not as described.

Absolutely terrible products and service. I will never buy from them again and would suggest others do the same.

This company is a scam. I ordered some ‘wavy’ extensions and what I received was so disappointing. I ordered a weft and nanos both the same length and when they came they were different lengths, different patterns and different colours. One was really curly and one was crimped. One was twice the length of the other and when I have emailed with photo evidence I have been ignored. I have sent email after email for a refund and now I will have to contact the ombudsman to try to get my money back.

I still haven’t heard from them and it has been weeks and weeks.

I am very disappointed with my experience at Luxe by She. I paid for hair extensions and a colour match service, but the colour match was incorrect and the extensions did not blend properly with my natural hair. The difference in colour was noticeable, which completely defeated the purpose of having a professional colour-matching service.

What has been most frustrating is the way my concerns were handled afterwards. Despite the colour mismatch not being my fault, I was refused a return and refund. As a customer, I trusted the salon’s expertise and relied on their professional judgement when selecting the colour. When the result was clearly not as promised, I expected the issue to be resolved fairly.

For a premium-priced service, I expected much better customer service and accountability. Instead, I was left with hair extensions that I was unhappy with and no reasonable resolution offered. Unfortunately, based on my experience, I would not recommend this business.

I don’t even want to give it 1 star I’ve had nothing but problems with this company for 3 whole months. Regarding an order that was supposed to me for my wedding the communication with them is disgusting they never respond only with automated messages, they sed they send me haircare out 3 months ago still had nothing absolute joke of a company, I’ve even had to
Go to the bank to get try get my money back
Never known anything like it to try and get an email back after spending £300

I ordered 7 packets of 25g, 30-inch hair from Luxe by She, expecting a total of 175g of premium long hair. What I actually received is an absolute joke.
Not only is the hair noticeably shorter than the 30 inches I paid for, but the total weight of the entire order comes out to 133 grams instead of the 175 grams promised. They literally shorted me by over 40 grams of hair!
It is a massive shame that Trustpilot doesn't allow users to post pictures, because I have clear photo evidence of the scales and the measuring tape that proves this company is blatantly ripping people off.

EDIT: no you are not happy to help so please don’t even bother replying to reviews with that. I tried that before leaving a review. You fed me BS about it being approx 1gram a strand I don’t expect an approximation to be off my 42grams. And how curly hair is shorter but I ordered straight hair. I’ve enforced a section 75. Anyone else reading please do the same.

My order never turned up and my emails were being ignored. I opted to make contact via social media and I was blocked not only by the business page but by the owner too. Very unprofessional. I wish I had read the reviews first. The order was also 10 days overdue. TERRIBLE CUSTOMER SERVICE AND NO REFUND. AVOID AVOID AVOID.

Would happy provide all the evidence I have of being ignored by this company too.
They changed their company name because of doing this in the past to people after doing all the research and realising that they do this to ALOT of people. Total scam company

I ordered two curly ‘genius wefts’. Which were supposed to be two different colours. One being ‘mid ash brown’ and the other being ‘chocolate’ but they arrived the exact same colour. It is ridiculous that the company trap you into keeping the extensions by saying ‘when opened unable to return’ any top company would know you are UNABLE to check quality/colours/lenth through a packet. I spent £320 and paid more for the “premium quality” which are supposed to last upto 3 years if looked after- and after them being fitted 5 days they are matting&shedding in large amounts and the hair is coming out excessively when brushing. When I have reached out they have said when you have not purchased their “aftercare kit” there is nothing they can do. Due to only having them in for 5 days I hadn’t even yet washed them. Because this product is not fit for purpose I am flagging it with my credit card company I am entitled to get my money back! They were fit by a curly extension specialist however due to how bad they are in quality I have had to book an appointment to have them removed as soon as possible on top of originally paying £160 for the genius weft to be fitted. Due to the massive amounts of hair coming out when brushing the sides of my hair are now UNEVEN- and I cant wear it down. If you are debating ordering from this company do not! There products do not reflect the premium prices they are charging and several of there rules are against the law! Awful customer service aswell, after emailing I received nothing for 5 days even though they advertise daily responses- I had to message on Instagram questioning why I had no response.

Ordered 22” espresso butterfly weft
The quality is amazing and stayed that way once I washed it ( multi times now )
They are super comfy I don’t know I have them in and can’t feel them in my sleep like normal weft
Will deffo be using again
Ordered the 29/04

I dont want to give them any stars as company is a sham. I ordered and paid through clear pay as couldn't find a where else to order 22-24" cury nano hair. I was told it would arrive 2-5 days. After 2 weeks or I was then told 7-10 days. Another week went past and I gave them 2 notices that if it hadn't arrived by a certain date I wanted the order cancelled. This was totally ignored and many emails that went without replies then sent the odd one onenwith their nicesties but my hair eventually arrived after 31 days. This isnt good enough. I said in several emails that I wanted it cancelled as it did not arrived on the several days I clearly explained it should have been with me by. Now they will not accept a request to return as state it customer hair. Its not a special colour or anything mearly a colour chosen from a swatch from their page. I mean what a joke. I mean if they had 100 custom orders do you at LUXE by SHE expect each individual order to take 31 days for the individual orders???? I think not. I will progress this further to ombudsman and trafing standards also and make sure my reviews are all over social media platforms as a result of this disgraceful business and service!!!!
This is not a fake review i have all the emails and evidence to support this review!

I purchased copper hair extensions as a hairdresser for my client. I’d never used this brand before and was skeptical but it blew me away quality was amazing. Length and colour wow. She’s had her refit and perfect as when first fitted would definitely reccomend

imade an order and when the hair came it was 2 different lengths even though labelled 22". I also ordered 45g of each and it was dramatically less than this. They advised I could only have an exchange however under consumer rights I am entitled to a full refund as item is "not as described" I am now not getting an response from the customer care team on this, also they deleted a Facebook post I had commented under highlighting the above problems I experienced. This company is a disgrace and I will be going to trading standards.

UPDATE: Now after receiving a response with a standard reply on returns policy i responded advising as the product is not as described i am within my consumer rights for a full refund as this overrides any internal store return policies. I also left a review on their Facebook page and it now appears I have been blocked from their page. That in itself shows they are the guilty party. I will be raising this with my bank for a full refund.

FURTHER UPDATE: After delayed responses and a lot of back and forth when I finally did get a response Luxe By She provided a return address and advised to send 24 hour track. When I discussed with post office the 24 hour track service only covers purchases up to £75 my purchase waa over £200 so why they would advise of that service is extremely questionable. I sent the parcel special delivery and it didnt arrive. I contacted Royal Mail only to be told the PO Box and post code do not exist!!!! This company are an absolute joke!!!

WORST COMPANY EVER!!!!!

Response to below reply from company: As stated in my multiple emails to your company, Regardless of your stated returns policy regarding sale items, consumer rights legislation overrides internal store policies where goods are faulty or not as described. In these circumstances, I am legally entitled to reject the goods and receive a full refund.

The goods were returned in the same condition as recieved with package unopened and hygiene seals in place, once these have been checked a full refund should be issued due to the above. The items have been in your possession for numerous days yet no further correspondence has been recieved from your customer "care" team. The handling and leasing with your company has been an atrocious experience and is still on going as I await confirmation of my full refund.

I AM so upset with this company I have paid over £480 for invisible tapes and three products as it says if you do not purchase the shampoo etc you are not guaranteed warranty. Firstly I waited over a week when I paid £33.98 for next day delivery. Then when it does arrive they hair is not invisible tapes. I have very fine hair and only use invisible tapes as they can’t be seen. They are ignoring me. I have paid my good money for what I thought but treated like this. The three products were not in my package and they are just ignoring my emails. I have posted on their instagram they have seen as they’ve removed it but I’ve not heard anything. I don’t how how you can treat people so poorly. All I’d like to do is swap the hair for invisible tapes. Your customer service is appalling.

The hair came under weight, under length and the width advertised was not met. I had also paid for next day delivery which wasn’t adhered too, I paid for premium hair and it’s not premium quality.

There’s nothing more I can say, other than avoid this company at all costs. Their responses are slow and in fact, the quickest response I had was when they stated they couldn’t help because I’d disputed my issue directly through my payment provider.

do not waste your money, this is not a reputable seller and they are not selling what they are advertising.