Natural Image Avis 14

Shocking customer service! Returned a wig and asked for exchange. Exchanfe didnt happen instead they said they'd refund me. Took weeks after me constantly chasing them to get refund then it was less the postage!! I argued not my fault as i didnt get exchange wig (returns dept fault). Said they wud refund postage....again took ages and me constantly calling them. As a cancer patient who is not working i cant afford to wait weeks for my money!! Avoid at all costs!!

I'm a repeat online customer- their wigs are amazing, so comfortable and light. They have great offers, and a brilliant clearance section too. Always arrive within a couple of days, and sent in a box. I needed to contact customer service and ordered over the phone- the lady I spoke to was lovely, really friendly,helpful and patient. She went above and beyond to help me, which I really appreciated. Excellent customer service which is rare to find nowadays. Really makes a huge difference! I'll be ordering again soon. Thanks again,I'm very happy.

Oh dear! Wish I had read these reviews before silly me I usually am more careful! Ordered goods to value of around £450. I got free postage for all of them using discount code. Sadly nothing was suitable so sent back at considerable expense £15 which I won’t be doing again! I waited for my refund and had to ring to chase. Like others the other person on the phone was abrupt but eventually the refunds came thru and I then realised they had deducted for the postage I got free!! Luckily I had screenshots of the orders to show them. It took many emails to get one lot of postage back still waiting for the other with some strange excuse of not enough money to refund (? Red flag) and would I take a check or credit note! Errrr no! I don’t intend to buy from them again after this fiasco and my bank doesn’t accept cheques tho as far as I am aware they must refund the same way they took the money (especially when taken incorrectly). I am not pleased at all with this company and will leave this fiasco with my credit card to sort (despite it being a small amount as it is the principle). Really bad customer service AVOID!

UPDATE: despite many emails promising to refund the £5.95 postage owing it never transpired. It isn’t the money I am angry about it is the lies and lack of professionalism. My credit card has now taken this in board and my recommendation is BUYER BEWARE if you return goods you may not get the money back this is not a very professional company.

My experience was wonderful. Great customer service from both Sarah & Suzie in the Salon Wills shop in Cardiff. They made me feel important during my consultation with them. Giving me constructive support and information on either wigs or toppers. I was able to try on a selection of wigs and was not pressured to purchase. Thank you. And yes I did purchase and was thrilled with it.

Absolute joke! I ordered a wig from them online when it arrived it was to small.having paid the postage to receive and return the wig when I eventually received my money into my back account it was £10.00 short phoning the company the lady at the end of the phone a bit rude and abrupt on it told me that £39.00 was the correct amount of money to be refunded making me feel stupid and very upset having to wear a wig when most vulnerable is bad enough but to be taken for a fool is much worse.just be very very very careful when shopping online !!

I love your studio in John Lewis (Southampton). It is so nice to have wig fittings in such a lovely space which is solely used for this purpose as opposed to a back room in a hair dressers where you can feel self conscious. Rachel is a great consultant. Very friendly and is efficient in ordering my wigs and dealing with all the admin relating to NHS vouchers. All in all a very pleasant experience.

They are always slow to make a refund. I have been a customer for many years but have been waiting since 8th September. Not happy!!!

I went for a wig fitting today it was one of the easiest experience I have ever had. Suzie and Sarah were amazing with experience and understanding second to none. I am very pleased with the outcome of today. I would definitely recommend this company. Thanks again both Sue x

I have used natural image in store at Cardiff and Exeter and both experiences were very good and helpful. However the ordering online through the website was a shambles.
The first one l ordered was the wrong colour for me so l returned and requested a different colour. After hearing nothing a over a month l contacted them and the response was unhelpful and bordering on rude.
They had clearly lost the paperwork l had sent back. There was absolutely no communication, not even an email or text with any updates. Finally showed up nearly 2 months after l'd returned the original. Very disappointed with the online experience, will not be using them again. Be warned they are truly awful

I have bought all my wigs from this company and the service is excellent. I have returned some that were not suitable and the refund has come back quickly within 5 days. I have done phone orders and online, never been a problem and happy with the wigs I kept. I started buying in 2018 and last purchase was in 2024

I'd like to give a higher mark but communications were below standard. My order was for an item costing well over £1000 but I had to email repeatedly to establish progress. Assistance was rather perfunctory in tone, when a more helpful and kind response would have been appreciated.

Also I'm VAT exempt for medical reasons, but had to submit a form only on receipt of the item. Other companies deduct VAT when the order is placed. Again I emailed to find out how long the VAT refund would take but got no reply. I see from my bank details that it's been issued, but I don't think much of this customer service and won't be using them again.

Salon Wills, Cardiff.
I can’t say enough about Tracey and Amanda 10am today (27th July 2024) and Sarah on a previous appointment.
They are so empathetic and understanding, they do everything to ensure you are absolutely happy with your choices.
I felt so at ease, it’s like visiting friends.
Lovely, lovely ladies.
Thank you so much, Sue x

wig was fine but trying to get your vat back is a right palarva have emailed them filled in on line form over a month ago contacted customer support emailed miranda whos listed on this web site as a email contact address and still no refund in vat we paid over 104 pounds for a wig she says vat is £16.50 owed back ???? cant be right either but right now still not been vat refunded so wont buy from them again

First appointment today at Salon Wills Image Cardiff, and I was so happy with my experience. Sarah and her colleague made me feel so comfortable choosing a wig due to Alopecia and medical conditions. I was nervous on arrival but their kindness and knowledge of the right wig for me was exceptional. I actually purchased two as I was so happy with the quality of the wigs and affordability. My wigs were styled and cut to suit me and nothing was to much trouble as being new to wigs i asked a lot of questions on care of the wig etc. Sarah and her colleague explained clearly what I needed to do without feeling rushed. If your new to wigs and need a salon you can trust please try them first, I highly recommend after my experience today and am looking forward to returning in 6 months to purchase another. Thank you so much both.
Regards Mrs M Brooks