An irresponsible, frivolous store. Stay away.
Two days ago, I received information that the parcel had been received by the warehouse. Our warehouse operates very honestly and efficiently. I don't know how BRT delivered it, how it was delivered, or under what code. It took a month for the parcel to be found. You had no right to deliver it, SINCE WE AGREED WITH YOU THAT YOU WOULD PROCESS A REFUND.
You should have let me know that you didn't keep your word and would deliver the parcel! So that we could have notified the warehouse in advance that the order would arrive soon and given them the tracking code! You didn't say anything! I can show you all your letters where we agreed that you would issue a refund! You didn't say anything!
We ordered from another store and were waiting for a refund from you!!! After waiting 8 days, I wrote to you to find out when the money would be deposited into my account, and you told me it was delivered on October 20th 😳. YOU CAN'T BE TRUSTED. YOU CAN'T SOLVE EVEN BASIC ISSUES! Why do I need these products now???
Why do I need these products if I ordered from another site and received them very quickly?!!!!!
How can you say you're willing to help if you COULDN'T DO ANYTHING?! YOU EVEN DID HARM! YOU PROMISED TO PROCESS A REFUND AND DID NOT DO IT!!! EVEN THOUGH WE HAD AN AGREEMENT!!! STAY AS FASTER FROM THIS SITE AS POSSIBLE! I DELETED THE FIRST REVIEW BECAUSE THERE WAS A DIFFERENT PROBLEM. AND NOW I CAN PUBLISH ALL OUR LETTERS WITH OUR AGREEMENTS!!!
It seems the store is afraid to present the BRT receipt so they can return the goods and process the refund. I waited nine days, and on October 29th, I wrote to ask when my money would be refunded. The BRT refused to deliver my order to my address, and a week later, the store promised to refund my money within 5-7 business days.
But it turns out the BRT was delivered, and the store doesn't write or apologize for not fulfilling our agreement! I order from another country, and our warehouse receives and ships my orders. The poor warehouse workers couldn't find the order for 20 days 😠, because WE SHOULD HAVE GIVE THEM THE TRACKING CODE IN ADVANCE! But how can we do that if we're expecting a refund?
I've never had so much stress as I did with this store. 🤦🏻♀️. I'm so sorry I found your website!
An irresponsible, frivolous store. Stay away.
Reply from planethair
Dear Customer’s
We are truly sorry that you continue to express dissatisfaction, but your description of events does not reflect what actually happened.
✅ The order was regularly shipped and delivered to the address you provided.
✅ When BRT reported issues delivering to your address, we immediately offered to redirect the parcel to another address.
✅ You refused the redirection and requested a refund instead.
✅ However, while the return was being processed, the courier unexpectedly completed the delivery to your logistics warehouse — a fact verified by the official BRT delivery receipt.
Once the delivery was confirmed, no refund could be issued, as the products had been successfully delivered and received.
Our team has always responded promptly and transparently to your messages, explaining each step in writing.
We strongly reject any suggestion of dishonesty: Planethair.it has never promised nor refused a refund outside of the correct procedure.
We understand your frustration, but we kindly ask that you avoid publishing false or misleading statements that may harm our reputation.
All documentation (shipping details, delivery proof, and correspondence) is available to Trustpilot upon request.