Luxebyshe Opiniones 

Please do not buy from this company. I have been completely conned and they should be ashamed of themselves. You do not get what you order, personally I wouldn’t be able to rip hard working people off, but unfortunately that’s the world we live in. I am a qualified hairdresser and I can confirm the quality and product is awful. Lesson learnt, hence why I am posting this review to warn anyone else not to waste their money.

My second order and absolutely in love with my new shade and the shampoo is amazing! Thanks so much xxx

I never thought I’d be writing a review like this, especially as I’ve previously been a happy customer.

I spent almost £900 on hair extensions because I trusted the quality of Luxe by She. After having them professionally fitted, I washed the hair once, using the brand’s own recommended aftercare products. After that single wash, the hair became extremely frizzy, tangled and matted, shed excessively and developed a strong fish-like smell. It was completely unwearable. ( my 5 year old son kept saying mummy why is your hair smelling fishy ! My other kids & partner kept teasing me about it laughing calling me fishy! I have now had the hair removed! Had to also pay the £200 to have it fitted then £150 to have it removed even my hairdresser couldn’t believe the hair! Also having ordered it initially on the 5th paying for next day delivery received it 5 days later is unacceptable ! This company I used to swear by. Absolutely not now ! I just want to warn young girls who might be saving up to receive this premium hair honestly go somewhere else I have been dealing with hair extensions for 20+ years & honestly this reminds me of the Chinese hair from about 15 years ago it’s shocking! I have been a loyal customer to this company for years now & I don’t know what has happened but it’s absolutely not the hair that they used to sell !

I contacted the company immediately, providing photographs and completing everything they asked for. I was hoping they would inspect the hair and either replace it or investigate what had gone wrong. Instead, my complaint was rejected because the extensions had been fitted and washed, despite the fact that the problem only became apparent after normal use.

The most disappointing part of this experience wasn’t just the quality of the hair—it was how my complaint was handled. I felt that my concerns were dismissed without the hair ever being physically examined.

I know many people save for months to afford premium hair extensions, and that’s why I felt it was important to share my experience. Spending this amount of money is a huge investment for many people, and I believe customers deserve products that meet the quality promised, together with fair and thorough after-sales support if something goes wrong.

This review reflects my personal experience, and unfortunately, I cannot recommend the company based on how my complaint was handled.

Extremely disappointing experience with Luxe by She.

I placed an order based on the delivery times advertised on the website, as I specifically needed the hair before going on holiday. Unfortunately, the order was not dispatched or delivered within the stated timeframe, leaving me scrambling to source alternative hair at the last minute.

Communication throughout the process was incredibly frustrating. Emails took a long time to receive a response, and despite repeatedly explaining that the delay meant the order was no longer suitable for my needs, I was refused a refund because the parcel was still “in transit”.

I was also directed to contact their social media team, only to be told they could not assist with customer orders. This resulted in being passed from one place to another without any real resolution.

The most disappointing part is that the website advertises delivery times which, in my experience, were not met. Had I known there would be such a significant delay, I would never have placed the order in the first place.

As a customer, I feel that if a company cannot fulfil an order within the timeframe advertised, there should be greater flexibility and understanding when a refund is requested, particularly when the delay causes customers to miss important events or travel plans.

Overall, a very stressful and frustrating experience. I would not order again and would advise others to be cautious if they need their order within a specific timeframe.

Do not order from these!! Sent me my order weeks late, totally incorrect, I returned as advised sealed and packaged as they came and asked for the correct order to be sent and they are now just ignoring me but kept my money and my order!!!! Avoid!!!

I ordered what I thought was a full head of real hair extensions, from the picture it looked like a full head. When they arrived there where a handful or pre glued single bonds. I sent an email to Luxe hair by she and asked for a refund they said I couldn’t have a refund ,but could return them , and chose more or add to the ones I had already bought . This would have been £460 to make up a full head ,they said they have made me a package whereby I can purchase more at a discounted price. I had to order more from another company , I used the few single bonds and they will have to be removed today , the cuticle is roughened and it’s just a matted frizI can’t even get a comb through it. The company are none responsive . I was charged just short of a £100 for this , I’m so disappointed and would advise not to buy from here .

Sent several emails asking for a colour match. No reply!
Ordered hair to see what it was like looks awful to be honest.
Emailed to ask for a refund …. Again no reply
Do not order from this site !

DO NOT BUY if i could give a 0 star for the customer service and the hair i would awful sellers 0 response too my emails and i have now lost nearly £300 too hair i can not use. Scam No

If I could leave them minus review, I would but unfortunately not that they deserve it but I have to leave a one star minimum !!
I ordered hair extensions from Luxe by She for my wedding on 4 June. Unfortunately, part of my order was missing when it arrived.

Over the following months I sent more than 20 emails trying to resolve the issue. Responses were infrequent, and I was repeatedly passed between departments with no resolution. In the last several weeks, my emails have largely gone unanswered.

The missing items were needed for my wedding, and because the company failed to deal with the issue in time, I no longer have any use for them. At this stage I am seeking a refund rather than replacement products.

I was also disappointed with the quality of the extensions that I did receive. When I raised my concerns, I was told the company has a no-refund policy, despite the fact that part of my order was missing and the matter remained unresolved for months.

The lack of communication, failure to resolve the missing items, and refusal to provide a satisfactory solution have left me extremely disappointed. Based on my experience, I would not recommend this company.

I got my money back…!
Finally after months of fighting this company, my bank issued me a refund for over £800 I spent here. I would urge everyone to raise a dispute with your bank ASAP as there is a cut off time for it and send all your correspondence over. Ultimately, Luxe By She did not dispute the claim via the banking system and I got my money back.

Their refunds and exchanges policy is not legally binding in any shape or form. All of their policies and information on their website can be critiqued so easily. I honestly don’t know who they hired to write their policies…. Compare what they are saying with consumer legislations and if you don’t feel comfortable doing that, ask Chat GPT for help. I spent days and days compiling my own complaint and comparing their policies to parts of the legislation where it doesn’t meet requirements and it definitely helped my claim. They have blocked me on social media which I find so funny. Please keep sharing this scam company so the same doesn’t happen to others.

Thank you for your response.

Unfortunately, your reply further reinforces many of the concerns I have raised and shows that much of what I have said is not being listened to.

You state that the products were opened and used prior to my concerns being raised. However, what you fail to address is that it was impossible to assess the quality of the tape tabs without first opening the packaging. As I have already explained, the top section of the packaging is opaque, meaning the tapes cannot be properly inspected before opening. Like many other disappointed reviewers and customers have commented on.

The quality issues I raised relate specifically to the tape tabs being uneven, mismatched and poorly cut. These defects were only visible once the packaging had been opened. Therefore, even if the hair had never been fitted, a customer would still have been required to open the packaging in order to identify these quality concerns. Your position effectively prevents customers from inspecting the product whilst simultaneously relying on the fact that it has been opened to reject complaints about quality.

I also note your continued attempts to justify the delivery issue rather than resolve it. I paid £9.99 for an express delivery service advertised as 1–4 days. Any distinction between your internal processing times, operational delays, supplier arrangements or courier performance is ultimately a matter between your business and the parties you choose to use. As the customer, I paid a premium specifically for an express service and did not receive the service that was advertised. It is therefore surprising that so much effort has gone into defending the delay rather than acknowledging the inconvenience caused and offering an appropriate remedy, such as a refund of the express delivery charge.

You also appear to have overlooked another important point. I clearly stated that I have been a repeat customer and have purchased from you on multiple occasions previously without issue. This is precisely why the decline in quality and service was so noticeable. As a long-standing customer, I was comparing this order against previous purchases from your company, and the difference was significant.

Rather than taking on board feedback from a loyal returning customer, your response has been largely defensive and dismissive. Judging by the increasing number of recent 1-star reviews raising similar concerns regarding product quality, delivery issues and customer service, it is evident that my experience is not an isolated one. The volume of comparable complaints suggests a wider issue that should perhaps be reflected upon rather than repeatedly disputed.

I would also like to correct a statement in your response that is categorically untrue.

You state: “At no stage were you asked to remove your review in exchange for assistance or resolution.”

I have this request in writing. Your representative stated:

“If you’d be open to it, we would be so grateful if you would kindly remove your review while I personally oversee your case to ensure it’s resolved as quickly as possible.”

This is not a matter of interpretation; it is documented correspondence. I am more than happy to share this communication privately or publicly if required.

Additionally, I would like to address your statement that you wished to “clarify my claims for accuracy and transparency,” which was then followed by implications that my account is misleading. This is not accurate. My statements are based on documented correspondence and my direct experience. Furthermore, the suggestion that a clear and transparent complaints process is being followed does not reflect reality, as I have not received any meaningful response or resolution since 14th May. This lack of communication contradicts the standard of care and customer service you claim to uphold and further reinforces my concern that this matter has not been handled appropriately.

Finally, despite the extensive time that has passed since this matter was raised, I remain without a satisfactory resolution. My concerns regarding the quality of the product, the delivery service paid for, and the handling of my complaint remain unresolved.

As things currently stand, I maintain that the product was not what advertised, the service fell below reasonable expectations, and the manner in which this complaint has been handled has been deeply disappointing.

Repeat customer. I have purchased nano hair extensions from Luxe by She over the last few years and have never been disappointed. The quality of the hair is amazing, lots of colour shades to choose from and great aftercare products to help keep the extensions in lovely condition.
I’ve always chosen their Luxe Platinum range, the hair quality is beautiful and incredibly soft.
I’ve tried multiple different brands over the years, but nothing compares. I wouldn’t buy my extensions anywhere else.

I really wish zero stars was an option.
Firstly I was charged £35.98 for next day delivery when their website clearly states £18.99 and the extensions didn’t arrive the next day but the day after. After lots of back and forth with emails, they agreed to refund the difference but this still hasn’t materialised 8 days later.

My next issue is that once you open the packet all products are non returnable and it is impossible to inspect the quality, size and colour through a packet.

The nano beads I ordered were so small that my hairdresser couldn’t get them on to the application tool and therefore I had to buy more elsewhere. Luxe wouldn’t let me return for a refund as the packet had been opened even though they weren’t fit for purpose.

Finally, I realised the tape extensions were not invisible as described but the traditional type with a solid top. I am still waiting for customer service to email me back regarding this but I’m sure I will once again be fobbed off with ‘we can’t accept returns once opened’ even though the product I received was not as described.

Absolutely terrible products and service. I will never buy from them again and would suggest others do the same.

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