Review Time
I’ve been a loyal customer for over 3 years and have spent so much money with Chelsey Smith Cosmetics and I’ve just experienced the most horrible customer service.
I recently purchased 5 wigs through the website. I’m Canadian so I had to pay for shipping and when I received the order I had to pay duties.
With those 2 things combined it’s basically the cost of 1 of her wigs.
When I opened the box I saw there was only 2 wigs inside and then I read the invoice and it wasn’t even my order. The shipping label is my name and address but the contents are someone else’s.
I contacted CSC and waited days to hear back. Their response was to ship it back to them. I was in shock but I did what I was told. To ship it back to them I had to pay an additional $75.
After numerous emails they finally sent me a refund for the shipping and only offered a $25 gift card as compensation for my time and stress and I never even received it.
Someone else got my order and now I have to wait and hope they ship it back to them with no assurances.
I paid for 5 wigs and had to jump through hoops to ship back someone else’s order and the customer service team couldn’t care less.
Customer service is the heart of a business and when you treat your customers poorly your reputation will suffer.
I still don’t have the wigs I paid for. I never received the $25 credit that they said they would issue for my troubles.
I’m writing this review to warn people that if anything goes wrong.. your wigs don’t arrive or any mistakes were made on their end that they couldn’t care less.
I’ve been a loyal customer for over 3 years and have spent so much money with Chelsey Smith Cosmetics and I’ve just experienced the most horrible customer service. I recently purchased 5 wigs through the website. I’m Canadian so I had to pay for shipping and when I received the order I had to pay duties.With those 2 things combined it’s basically the cost of 1 of her wigs. When I opened the box I saw there was only 2 wigs inside and then I read the invoice and it wasn’t even my order. The shipping label is my name and address but the contents are someone else’s. I contacted CSC and waited days to hear back. Their response was to ship it back to them. I was in shock but I did what I was told. To ship it back to them I had to pay an additional $75. After numerous emails they finally sent me a refund for the shipping and only offered a $25 gift card as compensation for my time and stress and I never even received it. Someone else got my order and now I have to wait and hope they ship it back to them with no assurances. I paid for 5 wigs and had to jump through hoops to ship back someone else’s order and the customer service team couldn’t care less. Customer service is the heart of a business and when you treat your customers poorly your reputation will suffer. I still don’t have the wigs I paid for. I never received the $25 credit that they said they would issue for my troubles. I’m writing this review to warn people that if anything goes wrong.. your wigs don’t arrive or any mistakes were made on their end that they couldn’t care less.
It hard to order wigs in large Burnett colors because, she doesn’t stock up on them and is always out..If you ask a question over TikTok, she deletes the messages and does not reply.. so far my experience hasn’t been good. I have a medical condition and losing my hair…I want a brunette wig that would fit my skin tone because I’m cool with a pink under tone. Blondes or apricots don’t go well with my complexion. I’m starting to give up on getting a wig from her. She has horrible customer service who takes long to apply the messages.. she deletes any questions you post on TikTok.
I used to be a loyal customer for almost 5 years (which was still early on in her company) Chelsey and her husband are completely unprofessional and childish and refused to have a simple conversation with me when I had asked why I was removed from the closed group with zero explanation. Instead they decided to block me on social media including the business pages. This company refuses to learn and grow from customer experiences and instead wants to act like mean girls in high school. She promotes her business saying it’s all about female empowerment. It’s only like that if you spend thousands on her wigs and keep promoting her products so she can make more money. The group actually used to be about helping other wig sisters with tips and tricks. Now admin rejects literally every post that isn’t promoting a product. You can’t really find poor reviews on the company either because Chelsey likes to hide those as quickly as she can. Either with “influencers” doing a bunch of TikTok videos to flush out any bad posts or just blocks and removes those who say even the slightest thing that could be looked at as “bad” for the company. You cannot grow as a company and expect to keep your loyal customers, if you treat those customers as if they’re beneath you. That’s a poor business model. The wigs aren’t even great quality. The free part wigs look extremely wiggy and all of them are super shiny. Chelsey also says she doesn’t use filters but she clearly does. She has high turnover too with her employees and now I’m seeing why. You’d be better off buying crowns from other companies or even Amazon.
I ordered a wig, it came fine but it was faulty. The clips to tighten the cap hadn't been put on. I emailed the company straight away, they didn't get back to me for awhile so I went ahead and ordered a wig else where as needed one asap. When they did contact me they offered to send me a new wig but I refused and asked for a refund as I had already bought another wig. Since then they have been ignoring my emails. I'm now stuck with a faulty wig and out of pocket by over £100. PLEASE AVOID
My first order went really well so thought I can justify the expensive shipping to the UK one more time to buy another wig. It’s been EIGHT days and I paid £20+ for DHL express shipping and it’s not even left their warehouse. They say this is due to a sale on. In which case, employ more packers to reflect sales demand, or don’t put on a sale. I couldn’t care less about the sale. I want my product. Hell, you’d think I had asked for a personalised wig! You literally have to pull it off a shelf and box it. Christ. How can a business that runs full time not have shipped an order in over a week? You’re not equipped to run then. Sale or not, no customer should not have their item not dispatched within a reasonable timeframe (2 working days). Avoid if you need timely shipping. Or just ever. They’ll get round to it when they can be arsed, whenever. Lost a customer from me and am pursuing a refund. Disgrace!
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