Appalling customer service—unacceptable for a so called luxury brand
In all my years as a hair extension specialist, I have never experienced such rude, unprofessional customer service. I placed Order #320122/WW on 28th August. I was explicitly promised a 10-14 working day timeline for a backorder. It has now been 18 working days, and I received no dispatch notification. When I emailed them to check, customer service gave me conflicting stories—first telling me it was already shipped via FedEx and would arrive in 1-3 days, then completely changing their story 30 minutes later to admit there is no tracking number because it hasn't cleared customs. After I held them accountable to their broken timelines, they chose to maliciously cancel my order out of spite. Worse, they are now refusing an immediate refund, claiming I must wait an additional 10 to 14 business days for a refund on a package they never even successfully handed to the courier. They are actively holding my money hostage as retaliation. Completely unacceptable. My credit card company has now been formally involved to force the refund. Avoid at all costs.
Their reply is a complete lie! No refund received no refund notification received either! I also did not say I would do a chargebsck once received I said I would do the chargeback that very same day which I did! Horrendous customer service. We should be able to attach screenshots on here!
Antwort von ouielle.com
Creating Trustpilot profiles for businesses and leaving one-star reviews seems to be a pattern for you. You told us you would put Ouielle on Trustpilot, then posted the review that created this business profile. You do not represent Ouielle. After leaving this comment you deleted 9 of your other 1star reviews for other businesses and the business profile pages you made for them. Further more your time frame is incorrect as is all of the information you wrote. We will not service you and are appalled by your behaviour. We have flagged you to Trustpilot for your false and malicious activity.
Nicole. you describe yourself as a hairstylist here, while your other public reviews present you differently. We question your account of this transaction. When your order did not arrive on the day you demanded, you said you would initiate a chargeback before receiving the products, and later said you had done so.
We cancelled your order and issued a full refund that same day. Your claims that we refused a refund and held your money are false. We have the payment record and correspondence.
We have never encountered conduct like this from a customer. We refused the transaction because of your behaviour and will not accept future orders from you. We stand by our decision.