Review Time
I cannot rave enough about my experience with Onuia! The towels they make are truly hotel-quality (in thickness and their luxurious feel) and they are beautifully made. They have instantaneously elevated my bathroom space. I’ve owned and (as a frequent traveler) “tested” a lot of towels, and these are by far some of the best I’ve ever used. Thank you Onuia!
Even though the towels I initially received were damaged after the second wash, the founder Josie personally reached out to apologise and to provide options for replacements or refund, even after their 30-day company warranty.I am giving 5 stars because, although I understand that faulty batches can happen, what set this company and its founder apart was their understanding and willingness to deal with the matter in a sensible way.
This company is directly connected to Softnss, another scam company. They send you low quality products then try to barter with you after you over paid. They are a Scam, do not order from them and if you do report them for their illegal advertising and lack of delivering the product they described.
After my review Onuia did reach out to me. They offered to refund my purchase 100% if I would change my review to be positive. The towels are very, very thin and the size listed on the website is inaccurate. Towels are supposed to be 14” wide but are actually 13”. The return policy is EXTREMELY deceptive. The color of the towels I received did not work for the room I needed them for. When I tried to return I was told I would need to pay to return them to China (they arrived from California). The website states 100% refund, satisfaction guarantee. I will never buy from Onuia again or recommend. These towels will be used for rags.
DO NOT PURCHASE FROM THIS COMPANY!I purchased a full towel bundle from Onuia, expecting premium quality as advertised on their website and social media. Unfortunately, within a short time, the stitching on multiple towels came apart across all sizes.Despite providing clear photos and initially being offered replacements for some of the items, the company later refused a full refund, insisting their 30-day policy applied — even though the products were faulty, not simply unwanted. I find it unacceptable that a supposedly high-end product would start falling apart so quickly and even more disappointing that the company declined to take full responsibility.Update:Your template reply below does not resolve anything as your customer service department have already confirmed they cannot do anything, despite the product being faulty and of poor quality.
*Revised review* After receiving an email from the owner Joise, I will edit my review whilst I believe the quality remains an issue, Josie has refunded the total amount and agreed to investigate! This is the customer service I expect and would be happy to give them a second change. Good job on dealing with customers efficiently Spent £120 on new towels, they are tiny! Half the size of a UK normal towel, terrible quality and most definitely NOT in any sense of the word luxury. Requested an immediate return and was offered 10,15,20,50% refund on separate emails, I suspect it’s a AI response. Was then told the shipping was $45 and to mislead customers to avoid import charges! Absolutely shocking, I would not recommend purchasing anything from this business. Long shipping delays, terrible quality and shocking customer service.
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