Having tried for months for a delivery or refund I am no further forward. Therefore this must be a SCAM site. I doubt if products are genuine but have not received the order so do not know? I believe ay good reviews are either 'lucky' or fake! If you do try them pay on credit card then when it is not delivered - fake - scam - you can at least get your money back under consumer protection legislation!Really disappointed with the deceptive practice of advertising a 20% discount upon sign up only to find that the discount doesn't apply to anything on my order. Nowhere on the products listings nor on sign up email did it say products are excluded. Feels like a scam to get your email address. ServiceI have placed my order 16days ago, which still has not arrived, so I needed to buy something else, cannot wait several weeks!?! But HQ Hair does not want to give me refund and cancel this order! They took my money but do not deliver up to 30 days! However, they do not warn about the 30days delivery before finalising order and payment! Very dodgy practice!I placed an order with HQ Hair over a month ago and have yet to recieve it. I notified customer service about the order, and recieved an email saying that they would investigate. If you are thinking about ordering from this company "BEWARE" they are ripping people off. You will not receive your order nor will your money be refunded.I from 【HQhair.com 】09/04/2021 I bought 10 products （Hair care products ）and only received 2! I have already started to write message （photos) to the customer service on the 13th of April to telling truth the real situation! But the customer service deliberately did not solve the problem! I have contacted customer service many times. The company deliberately delayed the tactics and asked the same questions repeatedly.! Intentionally not refund ！Everyone gives an idea: where to reflect this thing？I have purchased my nyx lipstick a month ago yet no feedback or package received this is extremely poor service and it's not onI would never ever buy nor recommend HQHAIR. I bought 6 sets of shampoo back in Feb 2021. First two orders got stuck at the warehouse. They told me the sets were out of stock and couple days later I got an email saying my order has shipped. And TODAY MAY 2021, (yes, I have waited my order for few months, how patience I was) I only got 1 Set from my order? I ordered 6 sets I paid for 6 sets. I only received 1 set and the customer service told me that apparently I didn't want to wait so you have canceled 5 sets of my order without advancing the customer. Most importantly without refunding me the money. Did not give me my money until I asked. This is FRAUD!On the first of April 2023, I ordered the ELEMIS SUPERFOOD pack (3 products). I received the package few days later. They sent me the incorrect products, what made me go to the Post Office in working hours in order to return the products. They attempt to send them to me for the second time and to my surprise, they sent me the same incorrect items. I could not believe it. They confirmed that they will refund the cost of the postages as they were the ones sending the incorrect products. I received the first refund for the postage in April, however, the amount for the second postage for returning the incorrect items received, has not been paid. I have been dealing with this issue since April, and I believe I have been extremely patience. I have never expected to experience this appalling service. They have been providing the same canned responses confirming the amount paid sending back the incorrect products for the second time was already sent on the 17th of July 2023. After requesting new payment methods, today 6th of September, they confirmed to me the below information: Thank you for getting in touch regarding order. I am very sorry for the issues on this order, I have spoken to our finance team and unfortunately we are unable to issue a refund for the postage fees any further. So, they have been lying to me all the way along. Service Shipping ReturnsI ordered The Ordinary" products and all I can say is: Theyre fake! The colour of the packaging and the shape of the cap is different to the original products. Dont buy anything from there. You cannot be sure if the ingredients are harmful for the skin or not.Ordered item on 06/05/20 - no tracking issued. Company writes stupid emails and refuses to take any responsibility for non delivery. So glad I can claim through PayPal.AVOID AVOID AVOID AVOID AVOID The way they treat you is disgusting, refuse to take a complaint 7 days after payment still no dispatch so I asked for refund because they state (and obviously they are lying) they will definitely dispatch within 24 hrs and they refuse to give my money back I want a refund and they refuse go to Trusted companies NOT THESE THIEVES AND LIERS AND ABUSIVE people stay well away from this company they treat you like dirt, very aggressive and intimidating all I want is the money back now they refuse sending goods and money and you can't do a thing because you CAN'T CALL them all of the good reviews I can say for certain they are fake, but please ignore this review if you want to get oppressed and shirt taken from your back Happy shopping with hq hairI was overcharged and contact them four times through their message center. All four agents replied but didn't answer my questions directly. They avoided to tell the customer the truth about the transaction and tried to cover up their mistakes. I was furious the last time I used the online chat with Agent Macey. She said I needed to address the overcharge problem on the day I purchase the products, not now. And she did the math so poorly. In the end she shut down the chat window without solving the problem! So rude and dishonest! Never buy anything from it. There are better websites out there.I have been waiting for my order for 3 weeks, I emailed them but they just asked me to wait for 30 days before I can report the case as missing and request for refund. Crazy and non-sense!I ordered from hqhair 4 months ago and NEVER receive my order. I contacted them for five times and they always said that they CANT HELP ME. This is first online site that didnt send me order and didnt care or try to help me. My worst online shopping experience. They steal my money!The product description was not clear. Any moment they say that my hair dryer is 220v. I couldn't use because my voltage is 110v. Hq Hair told me that I have to pay the return. I am from Canada. Return charge:$50 It's not fair. Was not my fault. I am very disappointed.Placed order on 02.02.2018, which promise of next day shipment. 19.02.2018 and the order STILL has not been dispatched. Multiple efforts to chase the order met with the same non-update that they are 'trying their best' and will be shipped asap, whatever that means three weeks later. Unable to cancel the order online and customer service unable to cancel because 'it's in the warehouse stage' It has been in the warehouse stage since I placed the order. I will never use this site again and advise anyone else to avoid at all costs. I only wish I read the reviews before ordering.Don't be fooled by the flashy site, this company seems to be run out of somebodys basement. Received incorrect items with several items missing that I had been charged for still. Have sent twitter messages, facebook messaes, emails and mesasges through their site trying to resolve the issue but zero response. Tried to return the items but there are no return information listed on their website at all and says to contact them for a return. However, they don't reply to anything so how can you? Simple answer is it's a tactic to prevent you from returning anything so that they don't have to give a refund. If they manage to ignore you for 14 days then say you are out of time to return. If you pay with credit card or paypal your only option is to open a dispute. Disgusting company, take a look at all the bad reviews and take your custom elsewhere.This website is the same has LookFantastic. They have the same promotion, same website layout ( Just look the voucher page and compare it with lookfantastic) This is just another website set up by them to scam people. Please do not be fooled. Checkout LookFantastic's review aswell, both website are equally as bad, own by the same person so please, a word of advice, DO NOT BUY FROM THEM OR ELSE YOU WILL REGRETIt's been almost a month and order is MIA, no details no tracking. I contacted them twice already and no help, I tried to cancel but they refused because order was "dispatched ", no information on what company was used. I contacted my credit card to file a complaint and fight payment. Dreadful service!I bouht the shampoo and condionerusedand it makes my hair look like it's burn I better a refund my hair looks awdful Products used:biologe17 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. +++++ 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. +++++ 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.Same scam company who has a lookfantastic website, never even sends the order delets your account never order from them.On Jan 18 and Jan 19, I made 3 orders on HQHAIR, because I received an email saying I would receive an Elizabeth Arden Prevage Deluxe Gift (Worth £137.00) when I spend over £60. After getting the information from HQHAIR about the gift, I made 1 order on Jan18,2 on 19. I received my 3 orders including 3gifts. However, the gift is TOTALLY different from what they had confirmed with me. I was disappointed and contacted them. Nightmare starts. Below are the reasons why I call it nightmare: 1. They lied to me: All free gifts are subject to availability, if a free gift is sold out we will request for an alternative to be sent out to you. Why I know it is a lie because: I made 3 orders on Jan, my friend made 5 orders on Feb. The 8 gifts we have received are the same. None of them is the same as what they advertised; On the paper bag of the gift, it says ELIZABETH ARDEN PREVAGE DELUXE GIFT, the exact same name as advertised. So they didn't change the gift actually; 2. They said they would investigate what happened to the gift and my order. I have followed up several times, at the first few times, they said they would keep me updated once found out. But the last time I asked about this, they said this is an internal investigation, any results will not be revealed to me. 3. I decided to return one of my order, they only agree to refund me 15%of the postage which is £10. But I made these orders because of their wrong information! They also offered me £10 as an account credit as a gesture of good will. While my friend who made 5 orders (I made 3 orders), facing the same mistake from HQHAIR, was offered either £50 gift bag or one of her order refund. They finally agreed to return her £50 money to her account. I am confused why I was treated so differently. Btw, my friend's order number can be provided if needed (to proof I am not lying). 4. I returned one of my order and it was delivered to HQHAIR warehouse on Feb 8th. I was told the refund was processed on Feb 13 (which is a lie, will explain later). But I had not received it one week later so I followed up again, I was told they were sure it had been processed, would ask the transaction ID for me I would need to contact the bank myself. I was waiting for the transaction ID, no response anymore. I contacted them again, they asked whether I would accept £59 refund + £10 to my account credit. If not, they will not process the refund. If yes, they will process it now. What can I do? I can only agree otherwise I will not receive any refund but I have returned the item! So I said yes, I agreed. Then the agent said, ok, I will process the refund now which means the confirmation of having processed the refund on Feb 8th is a lie. 5. At that time, I didnt check how much the return item is because they promised a full refund. Unfortunately, the return item is £65 instead of £59 (They refund me £59. Just to clear the £6 difference is not the postage for from HQHAIR to me, because I have paid for it when I made the order, it is not free delivery). When I found out, I asked them via live chat why I cannot receive a full refund of what I have paid for the item as promised. I was told because I have received £89 in total instead of £65. But lets make it clear: I have paid £69 for the order(including postage), I have also paid AUD 52 for the postage of returning the items. I received: £10 account credit as gesture of good will(it goes into my account directly without asking me), £59 as full refund, £10 as 15% of the postage(which I should get), £10 account credit(which I must accept otherwise I cannot get my full refund). £10 account credit as a gesture of good will is for the 3 orders I made because of HQHAIRs false advertisement, not for the return order! £10 as 15% of the postage is what I should get, I returned this because I did not receive what you have promised. The other £10 I thought was for the postage, I also had no choice. So why cant I get a full refund of £65? 5. While I was typing, the live chat agent asked me if there is anything else they could help, I said yes, I am typing (I said it twice), please dont close the chat. She said ok, then after 3mins, live chat was closed. As you can see, this exhausting shopping and returning experience has lasted for almost 2months. They are very good at playing around with beautiful words to waste your time. I just personally think they are not professional. 1. When they make a mistake, they will never admit it. 2. When they make a mistake, you will be responsible to pay for it. 3. They treat customers who are facing same mistake made by them differently. 4. When they say refund has been processed please allow 3-5 business days, dont believe it. If you have not received your refund after this time period, it is not your banks fault, they just have not processed it. 5. Information on their website are not always correct, information from their stuff are even more likely to be wrong. And they do not think they are responsible for their mistakes. Tip for consumers:If you really want to buy something from HQHAIR, maybe use LOOKFANTASTIC instead. Service Value Shipping Returns QualityThis site has really good products sold for a reasonable price. They sell hair products, makeup, and perfume. It is a really nice site to find all the products you need. Otherwise, you have to go out to separate stores, and you cannot as easily compare items. This is a fabulous site!