Luxebyshe 

This company is a scam. I ordered some ‘wavy’ extensions and what I received was so disappointing. I ordered a weft and nanos both the same length and when they came they were different lengths, different patterns and different colours. One was really curly and one was crimped. One was twice the length of the other and when I have emailed with photo evidence I have been ignored. I have sent email after email for a refund and now I will have to contact the ombudsman to try to get my money back.

I still haven’t heard from them and it has been weeks and weeks.

I am very disappointed with my experience at Luxe by She. I paid for hair extensions and a colour match service, but the colour match was incorrect and the extensions did not blend properly with my natural hair. The difference in colour was noticeable, which completely defeated the purpose of having a professional colour-matching service.

What has been most frustrating is the way my concerns were handled afterwards. Despite the colour mismatch not being my fault, I was refused a return and refund. As a customer, I trusted the salon’s expertise and relied on their professional judgement when selecting the colour. When the result was clearly not as promised, I expected the issue to be resolved fairly.

For a premium-priced service, I expected much better customer service and accountability. Instead, I was left with hair extensions that I was unhappy with and no reasonable resolution offered. Unfortunately, based on my experience, I would not recommend this business.

I don’t even want to give it 1 star I’ve had nothing but problems with this company for 3 whole months. Regarding an order that was supposed to me for my wedding the communication with them is disgusting they never respond only with automated messages, they sed they send me haircare out 3 months ago still had nothing absolute joke of a company, I’ve even had to
Go to the bank to get try get my money back
Never known anything like it to try and get an email back after spending £300

I ordered 7 packets of 25g, 30-inch hair from Luxe by She, expecting a total of 175g of premium long hair. What I actually received is an absolute joke.
Not only is the hair noticeably shorter than the 30 inches I paid for, but the total weight of the entire order comes out to 133 grams instead of the 175 grams promised. They literally shorted me by over 40 grams of hair!
It is a massive shame that Trustpilot doesn't allow users to post pictures, because I have clear photo evidence of the scales and the measuring tape that proves this company is blatantly ripping people off.

EDIT: no you are not happy to help so please don’t even bother replying to reviews with that. I tried that before leaving a review. You fed me BS about it being approx 1gram a strand I don’t expect an approximation to be off my 42grams. And how curly hair is shorter but I ordered straight hair. I’ve enforced a section 75. Anyone else reading please do the same.

My order never turned up and my emails were being ignored. I opted to make contact via social media and I was blocked not only by the business page but by the owner too. Very unprofessional. I wish I had read the reviews first. The order was also 10 days overdue. TERRIBLE CUSTOMER SERVICE AND NO REFUND. AVOID AVOID AVOID.

Would happy provide all the evidence I have of being ignored by this company too.
They changed their company name because of doing this in the past to people after doing all the research and realising that they do this to ALOT of people. Total scam company

I ordered two curly ‘genius wefts’. Which were supposed to be two different colours. One being ‘mid ash brown’ and the other being ‘chocolate’ but they arrived the exact same colour. It is ridiculous that the company trap you into keeping the extensions by saying ‘when opened unable to return’ any top company would know you are UNABLE to check quality/colours/lenth through a packet. I spent £320 and paid more for the “premium quality” which are supposed to last upto 3 years if looked after- and after them being fitted 5 days they are matting&shedding in large amounts and the hair is coming out excessively when brushing. When I have reached out they have said when you have not purchased their “aftercare kit” there is nothing they can do. Due to only having them in for 5 days I hadn’t even yet washed them. Because this product is not fit for purpose I am flagging it with my credit card company I am entitled to get my money back! They were fit by a curly extension specialist however due to how bad they are in quality I have had to book an appointment to have them removed as soon as possible on top of originally paying £160 for the genius weft to be fitted. Due to the massive amounts of hair coming out when brushing the sides of my hair are now UNEVEN- and I cant wear it down. If you are debating ordering from this company do not! There products do not reflect the premium prices they are charging and several of there rules are against the law! Awful customer service aswell, after emailing I received nothing for 5 days even though they advertise daily responses- I had to message on Instagram questioning why I had no response.

Ordered 22” espresso butterfly weft
The quality is amazing and stayed that way once I washed it ( multi times now )
They are super comfy I don’t know I have them in and can’t feel them in my sleep like normal weft
Will deffo be using again
Ordered the 29/04

I dont want to give them any stars as company is a sham. I ordered and paid through clear pay as couldn't find a where else to order 22-24" cury nano hair. I was told it would arrive 2-5 days. After 2 weeks or I was then told 7-10 days. Another week went past and I gave them 2 notices that if it hadn't arrived by a certain date I wanted the order cancelled. This was totally ignored and many emails that went without replies then sent the odd one onenwith their nicesties but my hair eventually arrived after 31 days. This isnt good enough. I said in several emails that I wanted it cancelled as it did not arrived on the several days I clearly explained it should have been with me by. Now they will not accept a request to return as state it customer hair. Its not a special colour or anything mearly a colour chosen from a swatch from their page. I mean what a joke. I mean if they had 100 custom orders do you at LUXE by SHE expect each individual order to take 31 days for the individual orders???? I think not. I will progress this further to ombudsman and trafing standards also and make sure my reviews are all over social media platforms as a result of this disgraceful business and service!!!!
This is not a fake review i have all the emails and evidence to support this review!

I purchased copper hair extensions as a hairdresser for my client. I’d never used this brand before and was skeptical but it blew me away quality was amazing. Length and colour wow. She’s had her refit and perfect as when first fitted would definitely reccomend

imade an order and when the hair came it was 2 different lengths even though labelled 22". I also ordered 45g of each and it was dramatically less than this. They advised I could only have an exchange however under consumer rights I am entitled to a full refund as item is "not as described" I am now not getting an response from the customer care team on this, also they deleted a Facebook post I had commented under highlighting the above problems I experienced. This company is a disgrace and I will be going to trading standards.

UPDATE: Now after receiving a response with a standard reply on returns policy i responded advising as the product is not as described i am within my consumer rights for a full refund as this overrides any internal store return policies. I also left a review on their Facebook page and it now appears I have been blocked from their page. That in itself shows they are the guilty party. I will be raising this with my bank for a full refund.

FURTHER UPDATE: After delayed responses and a lot of back and forth when I finally did get a response Luxe By She provided a return address and advised to send 24 hour track. When I discussed with post office the 24 hour track service only covers purchases up to £75 my purchase waa over £200 so why they would advise of that service is extremely questionable. I sent the parcel special delivery and it didnt arrive. I contacted Royal Mail only to be told the PO Box and post code do not exist!!!! This company are an absolute joke!!!

WORST COMPANY EVER!!!!!

Response to below reply from company: As stated in my multiple emails to your company, Regardless of your stated returns policy regarding sale items, consumer rights legislation overrides internal store policies where goods are faulty or not as described. In these circumstances, I am legally entitled to reject the goods and receive a full refund.

The goods were returned in the same condition as recieved with package unopened and hygiene seals in place, once these have been checked a full refund should be issued due to the above. The items have been in your possession for numerous days yet no further correspondence has been recieved from your customer "care" team. The handling and leasing with your company has been an atrocious experience and is still on going as I await confirmation of my full refund.

I AM so upset with this company I have paid over £480 for invisible tapes and three products as it says if you do not purchase the shampoo etc you are not guaranteed warranty. Firstly I waited over a week when I paid £33.98 for next day delivery. Then when it does arrive they hair is not invisible tapes. I have very fine hair and only use invisible tapes as they can’t be seen. They are ignoring me. I have paid my good money for what I thought but treated like this. The three products were not in my package and they are just ignoring my emails. I have posted on their instagram they have seen as they’ve removed it but I’ve not heard anything. I don’t how how you can treat people so poorly. All I’d like to do is swap the hair for invisible tapes. Your customer service is appalling.

The hair came under weight, under length and the width advertised was not met. I had also paid for next day delivery which wasn’t adhered too, I paid for premium hair and it’s not premium quality.

There’s nothing more I can say, other than avoid this company at all costs. Their responses are slow and in fact, the quickest response I had was when they stated they couldn’t help because I’d disputed my issue directly through my payment provider.

do not waste your money, this is not a reputable seller and they are not selling what they are advertising.

Avoid Luxe by She.

I ordered wavy hair extensions advertised as 24–26 inches and paid extra for express delivery. The order then took almost 3 weeks to arrive, which is completely unacceptable for a service marketed as “express.”

When the hair finally arrived, it looked nothing like what was advertised. I specifically ordered wavy hair, but what arrived was very curly. In its natural state it measured around 15 inches, and even when stretched straight it was only 20 inches nowhere near the 24–26 inches I paid for. The quality also felt poor, thin and far from premium, and the hair had an unpleasant smell when opened.

When I contacted the company, the refund was flat-out refused despite the product clearly not matching the description. They hid behind “bespoke” and “opened packaging” policies, even though you cannot properly inspect hair extensions for true length and overall quality without opening them. Customers should not be trapped into keeping expensive products that are not as described.

What made the experience worse was the attitude and complete lack of accountability. There was no genuine attempt to resolve the issue fairly.

I eventually had to escalate the matter through my bank, and Barclays found in my favour. My dispute was successful and the money was refunded, which says everything.

I have also reported the company to Trading Standards through Citizens Advice, and I would encourage anyone else in a similar position to do the same.

I would never order from this company again truly shocking.

signed up for a trade account and placed an order #6383. it didn't suit and I emailed, as they have to approve a refund request.

they approved the refund for my order (#6383) but didn't send a return address. i have since asked on their web chat for the address (they said they can't help), I replied in the original email chain, and have sent 4 further emails and gotten no reply, and i messaged their instagram (i did get a reply but they also couldn't help).

it seems that no one at luxebyshe knows the return address.

I am writing to raise a formal complaint regarding the handling of a customer’s order that has not been delivered, alongside the unacceptable level of service provided in resolving the issue.
A parcel was marked as successfully delivered to the customer’s address. However, the customer has confirmed that no one was home at the time, making this claim highly questionable. When queried, the delivery was allegedly handed to a “woman with brown hair,” which is both vague and inconsistent with the customer’s description, further raising concerns about the accuracy of this delivery.
Despite the customer raising this issue promptly, there has been no meaningful resolution offered, including no refund or replacement. This is unacceptable, particularly when there is clear doubt surrounding the legitimacy of the delivery.
In addition, there appear to be numerous similar complaints regarding ignored messages, lack of accountability, and poor aftercare. This pattern suggests a wider issue with both delivery handling and customer service processes.
As a business, this directly impacts customer trust and reflects poorly on all parties involved. Customers should not be left out of pocket due to delivery errors or a lack of follow-up support.

I paid for next day delivery as I needed the item for a Saturday morning appointment (on the Wednesday!).
2 days later I had a notification saying that it was due the next week, emailed then and explained but they said this was due to the bank holiday (which was odd because there hasn’t been a bank holiday in the U.K. for a couple of weeks!)
later discovered that the hair was actually being shipped from China, despite the website presenting itself as UK based and offering next day delivery. This was not made clear at the point of purchase, and I would not have ordered if I had known this!
Again I contacted the company to cancel before dispatch, but they refused, saying the order was already “in processing,” despite not meeting the delivery timeframe I paid for and at this point I ended up having to use an alternate brand who did provide next day delivery as described in order to not loose my deposit.
To make matters worse, the parcel was then marked as delivered but was not delivered to my address. The delivery photo clearly shows a completely different property (blue door, whereas mine is black), so I have not received the item at all.
I have requested a full refund but have received no response given that they’ve taken my money and provided nothing whatsoever.

Very disappointing experience. misleading delivery claims, lack of transparency about shipping location, poor customer service, and now dealing with a missing parcel and hundreds of pounds out of pocket, with no idea if there going to refund me.
Despite this, the company has told me to contact FedEx myself rather than taking responsibility, even though my contract is with them as the retailer.

I have requested a full refund but responses are slow (taking several days) and the issue remains unresolved.

Very very poor I’m not sure if this is legitimate or a scam at this point - update had to contact the bank for chargeback in the end, the email I received was also a response to another complaint (actually someone else on here who clearly has had the same issues I have)

I actually don’t even want to give this company any stars shocking communication. Ordered 2 packets of what was supposed to be wavy extensions as shown in the picture. Firstly I was told 3/5 working days they arrived 3 weeks later. I firstly asked for them to be cancelled as the wait was too long. That was ignored. They eventually arrived and apparently the wavy hair is custom made hence the waiting period. I literally opened the packet to discover that wavy obviously meant curly tight waves. The ends look frazzled so instantly asked for a refund in which took them two days to respond. After 6 emails trying to get communication they respond offering only an exchange and 7 days only to return. Absolutely shocking as I have tried to return before they even arrived. These are faulty with the frazzled ends and are not suitable to use. Another 2 emails and still waiting for a physical human to contact me instead of an automated service. I have gone to consumer rights and awaiting response from them. I’m just waiting on this business to say it’s out of the 7 days as it’s taking that long to get any information on how to return. Who’s owns this company is it UK based even. I will be posting all over social media also to raise awareness to steer clear of this company. Very very disappointing

Absolutely avoid at all costs-

Twice my order has been incorrect and I mean my first order was about £800. The 2nd time they sent the complete wrong shade. I sent pictures of the product open and explaining it was the wrong product they sent out. I was advised to send it back tracked (paid for the return) to be acused od steeling some of the hair out the bundle. Bare in mind i had used this company for some time just ignoring the previous issues ive had. Anyways back and forth for ages I was emailed late on a Sunday night asking to send £10 to pay for my order back. Naturally it being a couple hundred pound I did that. Over a year later ive been plied with lies, told the parcel went missing and they were taking it up with yodel. Was told I was being sent tracking numbers ect and never ever got them. I then started to just get ignored. I created a new email thread and got a reply eventually... trying to say they had notification that royal mail delivered them ? I mean what?! Why lie. Atleast keep the delivery company the same when you try and come up with more lies. The customer service is actually disgusting. You get ignored for months ive had to pester this company for like way over a year and they still havent sent my hair back to me. Although they desperately needed a £10 bank transfer at about 10pm on a Sunday evening. I have email proof of this before I get accused of a false review. AVOID AT ALL COSTS. PROPER COWBOY COMPANY ITS A COMPLETE JOKE!

YOUS DEFINITELY DID NOT SEND ME ANY PROOF ANY EVIDENCE, YOUS 100% DID NOT SEND THAT ORDER BACK TO ME AFTER MESSAGING ME AT 10PM ON A SUNDAY NIGHT FOR A TENNER. I HAVE ALL MY EMAILS AS PROOF AND I CAN POST THE SCREEN SHOTS OF THE LIES, SAYING YODEL LOST MY PARCEL AND YOUS NEVER PROVIDEDD ANY PROOF OF SHIPPING REFERENCE OR TRACKING DETAILS THAT IS WHEN YOUS STARTED TO IGNORE MY EMAILS. THEN YOU DECIDED YOU FORGOT WHO YOU SAID YOU ORIGINALLY SHIPPED OUT WITH AND DECIDED TO EVENTUALLY REPLY SAYING ROYAL MAIL DELIVERED IT. I ASKED SO MANY TIMES FOR THE TRACKING INFO TO SEE WHERE IT HAD BEEN DELIVERED AND YOUS JUST POINT BLANK IGNORED ME. YOUS ARE LIARS AND I FIND IT FUNNY HOW EVERY NEW REVIEW IS SAYING THE SAME THING. YOUS DESERVE IT AND I HOPE ITS THE END OF YOUR COWBOY COMPANY. STEELING HUNDREDS OFF PEOPLE.

This is the first time I've used Luxebyshe extensions. I wanted to try them myself before using them on clients and I can definitely tell the difference with these and the quality. They feel so much softer and the tips are smaller than I have previously used, which makes them feel much neater in the hair. The colour range is great and they blend lovely. I would highly recommend these and will be offering these as a luxury extension to clients :)

great service hair was delivered next day no issues i have thehair in colour match is perfect blend of colour lovely long length very happy definitely will bea returning customer i also ordered the aftercare bundle and they smell amazing and feel lovely in my hair