I have been using Lord hair since 2021 and repeat ordering the same hair system a a few times per year. I have always received, had fitted, taken off every couple of weeks, maintained, refitted so know what I am doing etc.
Lord hair always have my order/customer history and can see I have repeat ordered with them and never once complained.
Upon receiving my latest system (Which again was just a repeat order of the same system I have worn for years), myself and barber immediately noticed there was a much larger excess to be trimmed and the hair line was over an inch further back than normal on the fringe line which was really obvious to everyone how much more forehead I am now showing.

I tried to politely communicate this to Lord hair that this system had not been made to the same standards/dimensions as normal/previous - but they simply told me I needed to cut off excess and didn't take on board what I had tried to explain to them.

Really disappointed that they didn't seem to care after years of ordering with them :(

I have been a customer of Lordhair for nearly eight years. They have the ability to create quality products, however, extremely poor company business policy and model.
Their standard hairpieces are mostly well-made, and I have ordered six of them with mostly no major issues. The quality often lasted longer than their projected timeframes.

However, customised service is not of the same standard. If there is an issue with your order, although they will absolutely offer to help but they will make it inconvenient so customer will back off; you will be challenged on every point and be expected to “accept and move on”. While they are polite throughout, returns/remedial actions are discussed but made almost impossible difficult; overall the customer service experience is not comparable to Western standards.

The quality control for bespoke orders is inconsistent. Common issues include bald patches or less hair density, particularly at the back. They often place more long hair on back top, to cover the back which make the hair look fake and easily noticeable.

1. Although you are billed in GBP, the shipment is from China, and they always choose Fedex, and in last 2-3 years, in the UK, you will be required to pay customs tax. Furthermore, the company under-declares the item’s value for customs purposes. For instance, in my case, a hairpiece worth £380 was declared as $31.51, resulting in a customs tax of only £10, which the customer must pay. If I buy locally from the UK, it may cost £100 more but at least I will get a decent customer service, plus I don't have to be part of Customs fraud.
2. Delivery timelines are also not aligned with Western standards. A “rush” service of 8–9 weeks would almost always mean 10–12 weeks.

I have now ordered 2 customised hairpiece, each costing around £380, both the hairpiece had significantly less hair density, particularly at the back, exposing the lace. I shared the video for both of them and despite accepting it as the manufacturing defect, I was offered $10 in compensation for my next order for issues with order costing over £700; when I refused to accept it, I was offered to send hairpiece back for repair, which I agreed, I was told to pay the return and another shipping cost (to fix what was the accepted manufacturing defect). Anyhow, when I agreed, instead of accepting for return and repair, I was offered additional $50 off on the next order (I get 10% off for being an "Elite member"), but when placing the next order, I was told that the company policy is that I cannot apply 2 discounts, 50$ plus Elite discount, and therefore, no further options were available. I have emailed 5-6 times over last 3 weeks to speak to senior person, but Ci***e does not put through to anyone else, and "this is company's policy" is repeated over and over.

Any decent reputable company would have taken responsibility for the defect and shared the loss with the customer, but presumably their business model relies on minimum profit on each product and hence even reward points cannot be used more than 20% of the value of the order.

Manufacturing issues are not best dealt and absolutely do not expect returns or refund, whatever your position is.

While Lordhair has talent and creates high-quality standard hairpieces, the company needs to revisit its business model. Prioritising profit over customer satisfaction on every item is counterproductive.

Will start looking for another provider.

I had a major problem, which Lord Hair corrected in a major way! Now this is the type of customer service that keeps a loyal client. Thank you for the excellent work!

I am so pleased with the quality of this hair everytime I order! I have had so many good experiences with this brand and had become the only hair company I trust. The customer service team is amazing and always answers promptly as well. Thank you for the amazing hair!! Can’t wait for my next order :)

Crappy hairpieces, first and last time buy from them

Awful product quality! Hair shedding is like crazy after only weeks! Can't imagine where all the positive reviews come from! Do you guys pay people to write you good reviews to raise your score? Make sure they look more genuine next time!

In reply to Lord hair, it wasn’t due to the processing of my bank as I made one payment with bank card, one through PayPal and other through credit card and all came through weeks later at same time, you reached out again around that same time, I believe refund were only processed due to disputes being put in please amend your reply with the truth, terrible company…..
Ordered from site and it shown as unsuccessful transaction(no reason for it too of my end) , so tried again and received the same message, tried a third time and it was successful and I received receipt ect for the system, upon checking I seen Lord had taken the 3 payments out of my bank , tried calling lord but was met with their answer phone over and over again, messaged there customer service a couple of times and got a reply saying we will refund it Monday (2 days), on Monday I received notification the 2 refunds had been done, it stated credit/debit card transactions would take 3-5 days to refund and PayPal instantly , 9 days later and still no refund on either payment provider I used, no reply from Lord in emails and I’ve now had to raise disputes , the two orders I am trying to get refunds for were never processed, never delivered , I never received order confirmation for them and was shown it wasn’t successful but they still took the money, I’m hoping the product when I use it is going to be better quality than there customer service but from how it’s been handled I am not very confident of this

Awful costumer service and all they think about is making money. Costumers pay lot of money for this poor awful service is crazy. They wanted me to pay extra money for exchange and stressed me out tbh while i had to replace my old hair system. I was stressed for days because i had to go to work and i didn’t had a good solution from lordhair. Worst experience.

Unfortunately the support is way under what is acceptable. Answers can take weeks and they are also unable to take responsibility for when they have done wrong. Either they or FedEx messed up the phone number and so delivery was not made, now they refuse to admit it even when the evidence is clearly there and I've now waited for much more than a month to get some answers on when the next delivery can be made. On a general note they really need to switch delivery provider, as Fedex must be able to make delivery even if a phone number is wrong, leave a note on the address or send an email, it's not rocket science.

Refund issue with lordshair .com
I am writing to formally raise a concern regarding my recent order. I paid USD $209, but unfortunately, I received the wrong product. Despite multiple conversations with Cissie, I have been given empty promises with no actual effort made to refund my payment.

Cissie mentioned providing a shipping label or covering the shipping costs, but no actionable steps have been taken. This experience has been extremely frustrating, and I feel that my issue is not being taken seriously.
Be very wary when buying your hair product from this company

I'm absolutely in love with their ultra-thin skin style – it's so comfortable that I barely feel like I'm wearing a hair system. The hairline looks incredibly natural, as if the hair is growing right out of my scalp.

I'm impressed with the durability of Vigor After multiple washes and wears, It still remains in great confition with no signs of wear.

The staff gave me great advice on hair color and style, and patiently answered all my questions. After the purchase, the customer service team followed up to ensure I was satisfied with the wig, which made me feel valued and trusted.

It's rare to find such a well- made product at this price point. Great value!

I used to agree with THEIR 4star business but either they changed up manufacturing companies OR wanted to unload INFERIOR hair pieces for $200+ Now that I have seen other company's systems there is NO WAY I would go back to pay their prices. ( Their deals will have your system most likely shedding its hair in 2 weeks or base completely shrinking!). I will try to enclose some pics of a .006 poly base. ( Light brown #640) I had to wear a hat after 1st month! They either give you a return policy or credit off! What good is this in this kind of business!? We need something reliable without downtime on returns, waiting for shipment etc!! Their answer is buy 2-3 at a time! This to me is not customer service/ satisfaction!!

This hair system is even better than I expected! The quality is incredible, you can tell they pay attention to every little detail!

The instructions were clear, and it was easy to apply I'm very satisfied with the purchase.

I have ordered multiple systems from lordhair and was some where okay, but they barely lasted 2 months. I had some issues with my latest 2 orders and wanted to return them, they accepted the return and I paid to return both systems, tracking shows as delivered on both months ago and they aren't issuing the refund, had to open a paypal claim on the first one which I finally got a refund about a month later and this time its been 2 months of waiting and Ive had to open a chargeback. They give you a UK address to return too then they say they havent received it at there address in Asia and they cant issue a refund until they do. thankfully paypal and my bank are they to get the funds back. AVOID

in response to lordhairs response, I returned one system because it had bald spots and big patches of no hair, it was not fit for use and the second system was unused following lordhairs return policy im entitlied to return within 30 days! I had to chase a refund for months and lordhair tried every possible way to get out of the refund, demanding i close the case before a refund was issued. They where in no way gracious at all, without paypal or my bank i would of lost hundered, be careful anyone thinking of buying

UPDATE:
- I upgrade from 1 star to 4 due to the help of the support after the incidences and the quick re-sending of the package with DHL. The custom clearance was 5x the price of FedEx, but I was given the option and I was so desperated that I accepted, everything except FedEx :)
- Don't leave 5 because now the options I have are either fighting every time with FedEx or paying 150 EUR for custom allowance. So I may be looking for another company.

ORIGINAL POST:
After two months waiting for a purchase which was still "pending", I contacted the Customer Support. To my HUGE surprise, they tell me:
1. The order was not being updated in their website.
2. The order was already sent
3. Fedex, the WORST package delivering company, said my address and my phone number were wrong, even though it was my second purchase with the company and the delivery was the same (they had already delivered once for me).
4. Fedex returned them to package to china.
5. None of this was noticed to me until I contacted them.

As a result, 260$ spent and 2 months later, not sure when / if I am going to receive my purchase.

First time i’m using it. The hair system feels incredibly natural, with seamless blending. And customer service is excellent. I highly recommend this company for anyone looking for high-quality, natural-looking hair system.