Paulayoung.com Customer Service Issues

I had a question about an exchange, but I feel the representative I spoke with did not seem to enjoy their job. Despite being polite and asking about the exchange process, the responses were abrupt and rushed, making it hard to understand. The representative, Annike Lambridge, said their name very quickly. This experience has made me reconsider purchasing more wigs and recommending the company to my friends. As a result, I will be returning the item. I hope this feedback is helpful.

Please remove my name from your mailing list. After purchasing several wigs from your company, I recently spoke with a Customer Service representative to place an order. I was disappointed to learn that I couldn't use my "free shipping on everything" coupon due to using a percentage off coupon I received with my last order. Since my order was over 50% off, I decided to cancel it. The representative was unbothered by my decision. This experience felt like false advertising, leading me to request removal from your mailing list. The first representative I dealt with was excellent in helping me choose the right color, which is why I placed another order. However, the latest representative's lack of concern has left me hesitant to order from your company again.

I have called numerous times to inquire about the refund for two wigs that I returned as they were unsatisfactory. The wigs were received on April 13th, but I have yet to receive my refund in my bank account. Despite being told it would take 10 to 15 business days, it has now been over 15 business days. I urgently need the money refunded. Please contact me via email at [redacted] to provide an update on when the refund will be processed. Thank you.

Hello, I have previously bought wigs from Paula Young and have always been satisfied. Yesterday, I wanted to buy a wig I had been eyeing for some time. I picked a color and proceeded to order it. However, when I reached the total price, I was shocked. The shipping cost of $11.99 for a small, light box seemed excessive. I understand that shipping rates have increased, but as an online shopper, I know what to expect. I have received items with free shipping, some of which were heavy, and the costs were reasonable. Unfortunately, paying such a high shipping fee for a light item didn't seem justified, so I decided not to go through with the purchase. I would have understood $6.99, a common charge, or a high shipping cost for a heavier item. I really like your wigs, but the shipping cost felt unreasonable. Thank you for your attention. Best regards, Colleen P.

I returned wig #A2131 SF1026, DAISY, on October 12, [redacted]. I notified you via email about the return. In the past, I have purchased this same wig and was pleased. However, this time, I was disappointed to find that the wig had significantly less hair than before. You confirmed receipt of my email and I requested a refund to be credited to my account. Unfortunately, I have not received any updates from your end since then. I would appreciate an update on the status of this matter. Thank you.

Hello, I have purchased multiple wigs and hairpieces in the past five to six years. My preferred color is #44 salt and pepper. I used to have long hair my whole life and would braid part of it from the back of my head. Now at 70 years old, with thinning hair, I am unable to braid it. I noticed in your catalog you offer 3 headband braids but unfortunately, they are not available in #44. It would be great if you could consider creating braids in my color as I believe many customers like me would be interested in buying them. Thank you for considering my request. Sincerely, Cheryl C. from Cleveland, Texas.

I recently received my order, but it's not showing up in my order history. The Rayne wig I bought has straight-out bangs and a cowlick that cannot be styled due to its synthetic fiber material. I'm happy to share a photo of the issue if needed, but I'm unsure how to attach it here. I would appreciate instructions on how to send it to you. I am looking to return the Rayne wig due to the defects, but I am not willing to cover the return shipping costs for a flawed item. I kindly request a pre-paid return label to resolve this matter. Thank you.

I have been wearing Paula Young wigs for over 45 years due to a medical condition. I typically wear the Trisha style in colors 10 and 8/12 A. While there have been slight variations in lengths, I've stuck with this wig because it's lightweight at 2 oz and not overly voluminous. I am looking for a shade with a bit more gray than #38 without it being too black like #44p;yn. I was informed by a representative that the Trisha wig in my new color (38) is produced in a different location, which has me concerned about potential differences in quality like the tuft at the top. Could I possibly request a hand-picked Trisha wig in color #38 without the tuft issue? Your assistance is greatly appreciated. Thank you.

The customer service representatives I spoke with were exceedingly impolite. One representative would go silent for periods and then ask if I could hear her, repeating this behavior several times. Once the wigs I ordered arrive, I will no longer be dealing with this company. These representatives are a poor reflection on PY. They should improve their demeanor, language skills, and professionalism. I suspect they may have been in China and were possibly mocking me, as neither was cooperative or helpful. They ought to be dismissed. It seems I am not alone in my dissatisfaction with PY's customer service. I would like to directly communicate with Paula to address these customer service issues.