I want to express how deeply sad
EDITED:
I want to express how deeply sad, disappointed and shocked I feel after my recent experience with Miss Tatiana and Tatiana Katerina Shop.
I have suffered from hair loss for a very long time, and it has had a huge impact on my confidence and emotional wellbeing. When I discovered Tatiana Katerina Shop, I honestly felt that it had changed my life. For the first time in a long time, I felt more confident and comfortable with myself and I had a huge respect for miss Tatiana recommending highly!
I purchased three products from the shop — two ponytails and a topper. These were extremely expensive for me and were something I normally would not have been able to afford. I used my savings, and my family and friends also came together to help me purchase them because they knew how important this was to me. For me, these products were a huge luxury, and I treated them with an enormous amount of love, care and attention.
I was told that the topper was made from virgin hair and that, with proper care, it should last approximately 3–6 years as i contacted other shops for advice after what happened.
Unfortunately, after only around 1.5 years, the topper started to become severely matted. This was extremely upsetting, especially because I had taken great care of it. Firstly I thought I did something wrong but after contacting other shops for advice I was a sure I did everything right as miss Tatiana advice me to. I have evidence of how I looked after the product and followed the appropriate care routine.
What is particularly confusing to me is that my two ponytails are older than the topper and have been treated in exactly the same way, yet they remain in excellent condition. This makes me question why the topper deteriorated so significantly after such a short period of time.
I immediately contacted the shop because I genuinely wanted help and simply wanted to understand what had happened. To my great surprise and disappointment, I felt that I received no sympathy, understanding or meaningful support.
My experience dealing directly with Miss Tatiana was extremely upsetting. I felt that I was spoken to in a rude, aggressive and disrespectful manner when I was only trying to explain my concerns and understand whether there was a fault with the product.
When my friends offered to help me financially again so that I could purchase another topper, I was prepared to consider buying another one. However, I was quoted a significantly higher price for the new piece. When I tried to discuss the situation and understand what had happened with my original topper, I was dismissed from the shop instead of being given the opportunity to have a proper conversation and a new topper.
This experience has affected me much more deeply than I can explain.
For someone who has struggled with hair loss and low confidence, these products were not simply accessories. They gave me confidence, helped me feel more like myself and made a significant difference to my daily life. That is why I invested so much money and took such exceptional care of them.
I am deeply hurt by the way I feel I have been treated. I never expected special treatment — I simply expected to be listened to, treated with respect and given a fair opportunity to discuss a product that I had invested so much money and trust into.
This whole situation has had a serious impact on my emotional wellbeing, and I have found myself feeling much more depressed since this happened and I am on antidepressants. I truly wish the situation had been handled with more understanding and compassion.
I am sharing my experience because I believe customers deserve to be treated with dignity and respect, particularly when they have spent a significant amount of money on a product that can have such a personal and emotional importance to them. I am taking a legal action against it.
P. S before your replay here I received a warning letter from you stated you will tak me to court if I won't remove my reviews. I have saved all the screenshot of the conversation and pictures of the topper and the pony tails it's a shame there isn't any option to upload it.
About 130 messages? I'm sorry you refer to our Instagram story replay?
Please make facts right.
Also i use pony tails a lot so the topper I used max 10-14 days a month!
I sincerely hope my experience is taken seriously.
Reply from Tatiana Karelina London
We are always respectful and sensitive to our clients' concerns. When a client is unhappy, we listen and we try to put it right, and we did exactly that for you. What we will not do is let a review that is untrue stand unanswered.
That is not someone sharing an experience. That is a deliberate attempt to damage our business, and it requires a public answer.
You collected your topper on 15 March 2025. You ordered 14 inch and Tatiana made it 20 inch for the same price, as a thank you for recommending your friend. You wore it every day for 17 months and in all that time you only ever sent us praise. In March 2026 you wrote that your life was so much better since you got the hair.
The first time you told us anything was wrong was 1 September 2026. This is your message, word for word: "So I made a mistake and I think I dry my topper a bit as I was using after the wash a curly foam for hair and now it super dry even, I always make sure to put a mask or conditioner and leave it for a minimum 20 minutes. do you have any tips how I can make it more smooth please? Last time after washing and conditioning I had 3 dreadlocks took me 4h to undone it." Tatiana asked how often you wash it and whether you brush it. You told her: "I wash it every two weeks and I don't brush it as I got it curly, so I only brush it after conditioning."
So in private, on 1 September, you admitted a mistake with a foam, a piece that had already dried out, washing once a fortnight, no brushing in between, and a previous wash that had left it in dreadlocks for 4 hours which you had never told us about.
Tatiana told you plainly that 2 weeks without brushing was the cause. In her words "Because as you wear it for two weeks the dreadlocks are forming. It's a big gap not brushing it. Even my straight topper would be tangled after 3 days of not brushing." She set out the full routine, wash, condition, brush the conditioner through, brush with a conditioning spray while you wear it, and she offered to wash the piece with you in the salon. You replied "Oh I got this." Four days later it was matted beyond saving.
The next day, 6 September, you wrote: "I only can think of maybe I used wrong products so that happen." Now, in public, you say you took great care of it, followed the care routine and did everything Tatiana advised. Your own messages say the opposite, and the care advice you say you followed was given after the piece was already in dreadlocks. Tatiana offered twice to send it away for repair.
When you and your friend brought it in, Tatiana examined it with 2 colleagues. The base had shrunk and warped. There was nothing left to repair. Tatiana still offered you 15 per cent off a new one. That is when this stopped being about the topper and about money, You thanked her for the goodwill, said you could not afford a new one, asked if Tatiana could help financially and you offered £500 for a new topper and when Tatiana said that did not even cover the costs, said you would get legal advice.
Your review says the same thing. You could not afford another one. I understand that. But it does not make a sound piece faulty, and it does not mean you get a new one for nothing.
On the claim that Tatiana was rude. Over 2 years you sent her 150 Instagram messages, 23 of them in a single Friday evening after she had left work. She answered every one of them, 129 replies, in her own time. Not one of them is rude, and you have never been able to point to one. You thanked her for her kindness over and over, right up to the week before this review.
We did refuse to make you another topper, after you stood in the salon on 26 September and told us you did not trust the quality of our hair. This was the right decision and we stand by that.
