rukahair.com Avis 

I bought a wig from Ruka having previously bought other hair extensions over the years. The wig cost over £500 which is fine but I expected the wig to be as described and easy to wear. Which was not my experience. Communicating with them to find a solution has been extremely difficult as emails go unanswered for weeks.I returned their wig as agreed and still no response and yet to receive my refund.

Good product but terrible customer service. I have sent many emails about a refund I’m owed and received no response. So poor and undermines their ambitions.

Can someone from Ruka please get back to me?

You’ve taken payment for products that you don’t have in stock and are now suggesting that I pay to have them shipped from the US to the UK, including the shipping costs, for items that have been out of stock in the UK for over four months.

Despite several emails, no one has responded. Why is that?

It seems your focus is now entirely on your expansion into the US, while your UK customers—the very customers who helped build your business—are being ignored.

Your returns portal also remains closed, preventing customers from processing returns. Under the Consumer Rights Act 2015, my statutory rights remain unaffected, and you cannot avoid your legal obligations by disabling your returns process.

If I don’t receive a response, I will be initiating chargebacks with my card provider for my outstanding orders. I will also no longer be purchasing from Ruka and will instead support a company that doesn’t take payment for products it doesn’t have, ignore customers’ requests for refunds, or make it unnecessarily difficult for customers to exercise their consumer rights.

I would appreciate a prompt response.

Ruka’s follow-up is just the usual standard Trustpilot response, apologising and saying they’re committed to processing a refund.

Privately, however, they’ve emailed me stating they’ll only refund me if I withdraw my chargeback with the bank. They’ve also suggested I purchase the out-of-stock item (which they still haven’t refunded me for) from their US store and pay the international shipping costs.

I’ll let my bank deal with it from here. There’s no need for Ruka to contact me again.

Great experience at the selfridges stand today. Rayne had very good customer service and helped me find a suitable product I would like to purchase online.

Great product , only heard great reviews, can’t wait to try it out for my holiday ! Amazing informative staff

Thank you so much to lovely Ester for helping me in the store today.

I wanted to leave a review for Esther who works at Selfridges. I needed help with braiding hair options and also styling options and not only did she assist but she went above and beyond. I will definitely be purchasing more products. Thank you

Rain was amazing today she helped me with all my questions and she has amazing customer service ✨

Rayne was really helpful and supportive through my experience here in Selfridges. She showed me beautiful products and helped me find the exact one that I am looking for

Rayne spoke extremely highly of Ruka and the various products. I got the serum and will surely try out the different types of hair she showed me. Thank you.

The hair is beautiful and such great quality. I was recommended by multiple women to try the brand and the colours are so complimentary with my skin tone! Will definitely be ordering again, I purchased 3 bundles for long boho braids and Jessica from Noque Salon did an amazing job!

I really appreciated the customer support that I received from Ruka team when my shipment got stuck at customs and then sent back to UK. We could reorganize the shipment and Theresa was so patient and supportive! The hair finally arrived and I will be using it this week. The purchase experience was not so easy but the team support was really great and consistent. Thank you

The team is absolutely wonderful. I messaged via Instagram to get a texture match and product recommendations and they were spot on! As recommended, I got the corks crew clip ins and ponytail. They’re so soft and blend so well with my natural hair! These are definitely the best curly extensions you can find and I’m so excited to wear them.

My ordered was dilivered on time, and was well packaged. However it turned out that i had ordered the wrong hair. An email was sent to Rukahair, who responded quite quickly, and was very helpful in advising me to return the hair, and i would be refunded!

I got 2 22'-inch bundles. The hair excessively sheds despite proper care. I've had it for 3 months, and it feels like it's half its weight and half its size. I don't understand how they could sell a product like this without addressing any of the concerns. Chunks would come out even though the hair had already been properly moistened and detangled. It looks as if I had cut the hair, but I did not. Too much was paid for this kind of result. The only positive aspect was the texture match.

Excellent quality and great customer service

Very helpful staff. Came in to selfridges for advice on the hair gels. I was walked through each products and shown the hair perfume. Will be back for more purchases

I took my 10 year old daughter to have 4 stitch braids with custom design at Ruka. Aaliyah was the stylist and she was amazing! She was very informative, kind and gentle. The actual braiding was quick and didn’t hurt. The result was fantastic - a beautiful style that was professionally done! I’d highly recommend!

Destiny’s customer service was phenomenal! Really helped me to create the best colour for my hair as it’s on the lighter 1b side
Looking forward to creating the Patewo hair style with synths 2 braid it! Thank you Ruka!

A decent experience at Ruka Selfridges for a custom design style. Francesca took her time to answer my questions and make sure the style I wanted would work on my edges.

As mentioned in another review having one person on the stand didn’t work very well & made the experience longer than expected. Also allowed minimal time for a break. A few things to improve the experience for the hairstyles that take longer.

Overall I was happy with my custom design style & would consider returning. Thank you Francesca!