IMHO L.

17 February update: After my last update below (10 Feb) HQ Hair have asked me for a suitable time to call me and arrange the refund. I gave them several and as expected... I have not heard from them since.

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10 February update: still no phone call from HQ Hair to arrange the postage fee refund promised over 6 weeks ago. I have messaged them today and will update this review with what happens (or not) next.

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25 January update: a couple of days after the below review was published, HQ Hair emailed me asking in which language they could contact me by phone. At the time 46 messages had been exchanged. All of them in English. They have failed to contact me since.

+++++ REVIEW +++++
The experience I have had shopping with HQ Hair has been so stressful and infuriating that I have logged a complaint with HM Insolvency Service to have them consider investigating HQ Hair for fraudulent practices causing harm to their customers.

Here are a few numbers summarizing what my first and only experience with HQ Hair has been. This all started in early December 2016 and is ongoing:

- £348 instead of £116 => what HQ Hair have debited my bank account
- 50 => messages exchanged with HQ Hair so far
- 3 => weeks to get my first refund
- 18 => HQ Hair customer representatives I have dealt with so far
- £16 => cost of returning a parcel to HQ Hair because their delivery man would not let me refuse said parcel
- 7 => weeks since HQ Hair asked for my phone number to get my bank details and issue the promised £16 postage fee refund. Oddly enough HQ Hair had previously been able to debit and refund my bank account just fine. But in this case, the postage fee refund keeps failing. No news from them since they have received my phone number.__________

The backstory is that when I placed my order (for £116), I got an error message after entering all my bank details that led me to believe my order had not been placed.

When I checked under My account on the HQ Hair website, it showed no order had indeed been placed.

Eager to benefit from the 20% discount code HQ Hair was offering that day, and needing the products for Christmas presents, I re-placed my order and got the same error message again. I tried a third time ('s the charm... not with HQ Hair!) and got the same error message.

I emailed HQ Hair right after my third try advising them that should my orders have gone through despite their websites error message, two orders were duplicates and had to be cancelled.

A couple of hours later, three orders appeared under My account and three confirmation emails were sent to my inbox.

None of the three orders was shown as completed, yet when I tried to cancel the last two orders the system would not let me. When I ticked the Cancel boxes I got a message simply stating the items could not be cancelled.

HQ Hair failed to answer my first email about the requested cancellations so I emailed them again. Their answer then simply was There is no way to cancel your orders. No glimmer of a solution was offered.

Then began the arduous journey of returning the unwanted parcels and getting my money back. To this day I have not been refunded in full.

All in all this has proved a horrendous shopping experience and I encourage each dismayed HQ Hair customer to report this dodgy company so their practices can be looked into. This will hopefully get HQ Hair in check and spare other customers unnecessary stress and frustration.