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 m... Voir plus
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Lisez les avis des autres
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 defin... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
We’ve experienced centuries of the hair industry being dictated and driven by people who don’t look like us or understand our needs. Now, not every solution needs to be created by the person who experiences the problem. However, curly, coily and wavy hair has such unique properties both collectively and individually. Each of these unique properties make it extremely difficult to truly understand what Black women and those with these hair types needlessly go through every single day.
Coordonnées de contact
Royaume-Uni
- help@rukahair.com
- rukahair.com
4,0
Bien
159 avis
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A répondu à 80 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Fantastic customer services. Great product!
I purchased 6 packets of hair from Ruka, after receiving notification that the colour I needed had been restocked. Annoyingly, I mistakingly ordered the wrong colour TWICE, before actually getting my order in correct. This however meant I needed orders cancelled and refunds distributed. I have to say the customer service was exceptional. I received an email the very same evening from a member of the team, letting me know that the 2 orders had been abandoned and that I should be receiving the refunded funds within 5-7 working days.
When ordering, it clearly stated that there was an extended delivery of 3 weeks, which didn’t matter much to me, as I hadn’t yet needed a hair appointment. My order was placed on the 13/01/2025. By the 20/01/2025, just a week later, I not only had both refunds well before the estimated timeframe, but a delivery of 6 bundles of the most gorgeous hair.
I’m not one to usually write reviews, but really felt the need to on this occasion. This is my first experience with Ruka, and I’ll be back again when I need more hair, and would absolutely recommend.
13 janvier 2025
Avis spontané
Réponse de rukahair.com
Not us compelling you to write a review AB 🥹! Thank you so much for taking the time to do so, we really appreciate it!
We’re absolutely thrilled our customer service team were able to correct the order and get it to you a little earlier. We love that you love your hair and can’t wait for you try some more.
Till next time!
With Love,
Team Ruka xx
I've been really trying to support this…
I've been really trying to support this company because I love the ethos and the young female founders vision. However, the customer service is awful - if I buy from Ginko it comes on time, but when I buy directly from Ruka it's always a super long delivery time and really poor customer service - I can't get hold of anyone and have to cancel my hair appointment tomorrow because the hair I ordered one week ago was only given to Royal Mail yesterday and still no sign of it.
Poor show.
23 janvier 2025
Avis spontané
Réponse de rukahair.com
Hey Nicola,
Thank you for sharing your review. Whilst we’re deeply sorry to hear about your experience, we truly value you taking the time to share feedback. I can see that your order arrived.
As a Black women-owned-and-run business we know firsthand the impact that a negative hair-shopping experience can have. We take immense pride in not only providing quality products but ensuring every customer is left feeling happy with their purchase journey.
Our small team customer experience team works really hard to get back to customers in a timely manner. Sometimes during busy periods, our team may become stretched and take a little longer than our usual timeframe to get back to all customers.
Unfortunately, on this occasion we were not able to get to you on time and I apologise for that. I'd just like to reiterate again that we would never knowingly not respond to an email and value each customer who puts their trust and hard earned money in us - we don’t take this for granted.
We take your feedback seriously Nicola, and are continuing to improve the speed of our customer service, so you can depend on us. We really want to gift you with something so that we rewrite your experience of Ruka. Please email me at help@rukahair.com with your order number so I can send you your personalised gift.
With Love,
Natasha
Team Ruka xx
Customer service
I recently ordered some extensions (24th Dec) and they were taking a while to process and despatch my order. I emailed, asking when it would be despatched and how long it would take and they replied very quickly. They also allowed me to change my delivery address. The person who replied to my email was also very nice and friendly in her writing, which I appreciated. I do think, however, that the website could do with being clearer in terms of FAQs and delivery times, as it can be hard to find the information.
3 janvier 2025
Avis spontané
Réponse de rukahair.com
Hey Small Bean,
Thank you so much for taking the time to leave this review, we really appreciate every bit of feedback we get as we continue to grow as a company. We’re so glad we could get the order to your chosen address too!
We understand your point about clearer communication in terms of delivery: we’ve had to contend with a few things like changing couriers and Royal Mail having system issues, which made delivery a little choppy. But we’re hoping thats fully behind us now so that customers can get a much smoother experience with up to date info.
Again, appreciate your feedback and thrilled that you’re in Ruka Hair!
With love,
Natasha
Team Ruka xx
STAY AWAY FROM THEIR CURLY HUMAN HAIR
I spent almost £500 on a supposed human hair (curly hair). I bought this in Selfridges so I was confident that the quality would be as they hyped it. Prior to buying hair from Ruka, I have always bought quality human hair from Ghifftie's hair lounge in Brixton. I have hair I've used for 10 years which is as good as the day I bought it. With treatment and care, these wigs will last me for years and years. I used the hair once for the first year because it was too bulky. I kept it back and took it out again in June 2024. I managed to use it about 10 times since. The hair tangles so so badly and when you condition it (I use Bumble and Bumble products on my human hair and wigs), the attempt to detailed it, you loose a great percentage of the hair. Please stay away from their curly wigs (I haven't tried the straight wigs, but will NEVER do so). The biggest waste of money I have ever indulged in. Please listen to true advise and don't let them fool you with any sweet responses. When I went to Selfridges to complain, the staff selling told me to go on their website and contact their customer services. I just don't have the energy to do this. I will.not be fooled again!
3 janvier 2025
Avis spontané
Réponse de rukahair.com
Hey Tina Tina,
Thank you for sharing your review. Whilst we’re deeply sorry to hear about your experience, we truly value you taking the time to share feedback.
As a Black women-owned-and-run business we know firsthand the impact that a negative hair-shopping experience can have. We take immense pride in not only providing quality products but ensuring every customer is left feeling happy with their purchase - which includes passing all the extensions we sell through our own quality control process and having a customer care service available to help as and when needed.
We acknowledge that despite our best efforts, operating in the largely unregulated hair industry exposes us to risks from faulty goods and unreliable suppliers. This sometimes means we discover that certain stock items don't meet our quality standards and must be rejected.
We sincerely apologise for this being your experience on this occasion, however feedback like yours is what allows us to trace exactly where your extensions came from and hold the production partners in question to account.
Please note that even though your order was placed a while ago, we at Ruka Customer Care are always eager to help and learn from our customers' experiences—no matter when the purchase was made. We're proud to offer one of the world's most generous return policies for human hair extensions. Simply reach out to us at help@rukahair.com explain your situation (including any photos or videos showing the issue), and we'll be happy to assist you further.
With Love,
Natasha
Team Ruka xx
Very disappointed
Order no: Will supply this if they ever contact me!
I ordered clip ins from this company about 3 or 4 years ago. To be honest the product was fantastic and I kept them for several years.
Fast forward to this year 2024 and I have no idea what has happened. I placed my order on 28th November and luckily used Clearpay pay in 4. I waited just over a week and contacted them as I had not received the item. I waited another 3 days and as I had had no response and had still not received my item I contacted Clearpay requesting a hold to be placed on the collection of all payments. It is now the 19/12/2024. No sign of the item, no response to my emails, no response to my telephone calls and no refund. Sorry but if this is how the company is going to be run going forward there is no way on this earth that I will be supporting them. It doesn't matter who your big clients are, if you can't supply on demand and have zero Customer Service then customers won't be loyal to you. Unsubscribed!!!
UPDATED: 27.1.2025
I did NOT receive an update email from yourselves within 2 - 4 days. In fact, to date, I have had no response from your. I have confirmed this by checking all emails from Ruka. You also did not respond to Klarna when they attempted to contact you. It is now nearly a month and a half after the original order date. The item has been received but I no longer require this item. You state that the arrival dates were indicated when placing the order, had this been the case, I would NOT have ordered. I will therefore arrange to return the item to you as you haven't even noticed that it has not been paid for (Klarna stopped payments to you because of non response). Nor have you attempted to contact me. I'm an honest person so will return it today!
28 novembre 2024
Avis spontané
Réponse de rukahair.com
Hey Jack,
We’re so sorry to hear about this experience, and certainly would not wish to leave you feeling ignored and disappointed. I can see that you ordered an Extended Delivery item which I’m glad has since arrived, and that a member of our team replied to your email in December.
Following the relaunch of our website and our Black Friday sales, we experienced a high volume of messages during the time you placed your order and as a very small team, have been doing our best to get back to everyone as quickly as possible. We truly appreciate your patience as this was an unprecedented experience for us too. You should be able to enquire about your order and receive a timely response, this is something we pride ourselves on and hold ourselves accountable to, even when we miss the mark. Even though your order was fulfilled, I want to provide some clarity as to why this happened and why you can still trust Ruka to be the brand you know will value you.
Since the item you ordered was classified as an extended delivery item, as noted on our product page and a pop-up message before adding to basket, this meant that your order would take longer to craft and the pop-up indicated the time frame for fulfilment. This would have been different to your first experience of ordering from us and so I can see why you then contacted us for further information. Although we responded to your within email within our standard 2-4 working days, we understand that you were in a difficult and urgent position. We never want anyone to have to reschedule an appointment while waiting for our products.
We take your feedback seriously, Jack, and are continuing to improve the speed of our customer service, so you can depend on us even in emergencies. I hope that I’ve clarified some of the reasons why this led to your experience. Thank you for the chance to get this right and please get in touch with me at help@rukahair.com with your order number as the subject incase there is any way that I can rewrite your experience with Ruka.
Looking forward to hearing from you!
With Love,
Natasha
Team Ruka xxx
I ordered the curly clip ins and it was…
I ordered the curly clip ins and it was just as I imagined. The clip ins were enough for a full head. The salt color mimics my God given hair to perfection. Customer service was great. They had to explain to me the price, I am from the United States lol but I understood what it meant. So Yes I had a great experience and will be returning soon.
13 décembre 2024
Avis spontané
Réponse de rukahair.com
Hey Sharenette,
We are so thrilled that the clip-ins are just as imagined. We really took the time to listen to customer feedback around grey hair and iterate to create something that works for people’s God given hair as you said! We’re so glad you’ve had a good experience with is and can’t wait to have you is some more Ruka Hair.
Till next time! 🖤
With Love,
Natasha
Team Ruka xx
I’ve been scammed
Order placed but not received. No responses from company despite numerous chases. Recent reviews are all showing the same
They should be ashamed considering everyone is financially struggling!
They continue to be active on social media though whilst ignoring those that have paid
All signs of a bad business !!
12 décembre 2024
Avis spontané
Réponse de rukahair.com
Hey there,
We're so sorry to hear about this experience, and certainly would not wish to leave you feeling ignored.
Our small team customer experience team works really hard to get back to customers in a timely manner. Sometimes during busy periods, our team may become stretched and take a little longer than our usual timeframe to get back to all customers.
Unfortunately, on this occasion we were not able to get to you on time and I apologise for that. I'd just like to reiterate again that we would never knowingly not respond to an email and value each customer who puts their trust and hard earned money in us - we don’t take this for granted.
Please do reach out to us again at help@rukahair.com with your order number in the subject header, and I will personally get back to you with an update.
We do hope to hear from you soon.
With love,
Natasha
Team Ruka xx
I returned the merchandise, they stole my money
Received the hair, quality seemed nice. But the hair colour was not at all what expected as it’s not well pictured/detailed on the website. I returned the hair (it was tracked and with signature so I have proof they have received it) and all in all I lost 75€ in delivery and return costs… I cancelled the membership as well since I was disappointed by the experience and didn’t want to order anymore. This was all in October. We are now in December in a couple days and I haven’t received the 192€ from my order back. They have ignored my multiple emails. And then they had the audacity to charge me for the membership! I'm now considering to report this to the authorities. Most unprofessional behaviour, extremely disappointed as this seemed like finally a great company for black women. Just another scam.
26 octobre 2024
Avis spontané
Réponse de rukahair.com
Hey Juls,
We’re incredibly sorry to hear about this experience, and certainly would not wish to leave you feeling as if we were ignoring you. I can see that you received your refund for your order and Curly Girls Club subscription.
Following the relaunch of our website and our Black Friday sales, we experienced a high volume of messages during the time you placed your order and as a very small team, have been doing our best to get back to everyone as quickly as possible. We truly appreciate your patience as this was an unprecedented experience for us too. You should be able to enquire about your order and receive a timely response, this is something we pride ourselves on and hold ourselves accountable to, even when we miss the mark.
As mentioned in our previous email, we completely understand how crucial it is to feel confident about your order, particularly when selecting the perfect colour or style. I sincerely apologise that we weren't able to provide you with the extra guidance about colour selection that we typically offer to customers who reach out with questions about the website's colour representation.
Juls, as a first time customer we really value you, and your feedback. Whilst, I can’t undo this particular incident which was well below the standard what we would want for any customer, I hope that we can make steps to rebuild your trust in us. We really want to gift you with something so that we rewrite your experience of Ruka - I’d personally love for you to enjoy the quality you yourself picked up on when you received the products. Please email me at help@rukahair.com with your order number so I can send you your personalised gift.
With Love,
Natasha
Team Ruka xx
Unprofessional and Disorganised
My first experience with Ruka was decent - I placed an order and received it 3 days later smoothly via DPD. My most recent experience has been lacklustre. Placed an order on a Monday, emailed customer service that date. Five days later no email response (despite automatic replies saying I’d hear back in 2-3 days). They have switched courier to Royal Mail and I was provided with a tracking number that is not recognised by the courier therefore I have no idea where my parcel is. As a result I’ll have to cancel my hair appointment. I don’t think expecting to receive an item within five to six days in the UK is unreasonable especially when paying £4.99 (many other companies provide free shipping over a certain order value). Lack of customer service is quite apparent, perhaps they are unable to manage the demand adequately.
Update - 10 days later and my order is still not on its way to me. I finally had a response from Ruka Hair who sent a long email with excuses about how busy they were over Black Friday. Unprofessional response. A business that cannot fulfil orders in a timely manner perhaps should not take the orders in the first place. I have lost all respect for the company sadly. I will be initiating a chargeback via my credit card company if I don’t receive my order within 14 days.
25 novembre 2024
Avis spontané
Réponse de rukahair.com
Hey Yaz,
We're so sorry to hear that you had a bad experience with us. Thank you for taking the time to leave us some feedback.
I can see that your order was received, and a member of the team had replied to the email you sent us in December.
Nonetheless, I’d like first acknowledge the significant delay in our response. Our small team customer experience team works super hard to get back to customers in a timely manner. However, sometimes during peak periods, our team may become stretched and take a little longer than our usual timeframe to get back to all customers. At the time, we were unable to check the unmonitored email address you initially contacted. We agree, taking 5 working days to respond to your email falls well below the standard we pride ourselves on.
It’s also a shame that this was compounded by Royal Mail experiencing a system-wide power outage, causing our business account to be intermittently down at the time. This had prevented us from accessing or viewing tracking information for orders dispatched for a period of time. As a small company, these system failures made it incredibly challenging to communicate effectively with our customers which put you in a difficult position - we never want anyone to have to reschedule an appointment while waiting for our products.
We had tired to mitigate this by being in regular contact with our Royal Mail account manager hoping for a resolution, but unfortunately the issue lasted longer than we, or Royal Mail anticipated. I’m really sorry for the inconvenience this caused.
Yaz, as my colleague offered in her email to you, we really want to gift you something, not only for your patience with us but also so that we rewrite your experience of Ruka. Whilst, I can’t undo this particular incident which was below the standard what we would want for a returning customer, I hope that we can make steps to rebuild your trust in us. Please email me at help@rukahair.com so I can send you your personalised gift.
Looking forward to hearing from you.
With Love,
Natasha
Team Ruka xx
I've had my hair now for about 5 months…
I've had my hair now for about 5 months ! I have two sets of clip ins. One think Kink 18 inch and one of the 3c/4a clip ins. This review in particular is about the think kink! The clip ins in my opinion are not great I've had them 5 months but only worn them a few times. In the last month I have worn them consistently , washing them twice a week and any product off them. They tangle so easy they have huge clumps of hair knots, that cannot be brushed out. It sheds so much kind of like real hair but worse. The other loose curl patterns don't do this but of course the 4c girlie's hair would. Considering the price point honestly I'd say just buy cheaper ones and then rebuy when you need fresh ones because these will not last you long and you'll have to get fresh hair anyway. No issue yet with the looser texture. But I think for 180 quid I should atleast get 6 months out of them. ( I've worn them for 1 month all together in the time I've had the hair)
1 novembre 2024
Avis spontané
Réponse de rukahair.com
Hey Ro,
Thank you for your feedback and we’re so sorry to hear that you have had issues with your Think Kink clip-ins!
Our small team works tirelessly to ensure that every product we package and send out meets the high standards we've set during our design and development process. We always seek to be meticulous and never want to settle for anything below our quality benchmarks. It looks like your experience hasn’t been up to par.
We also acknowledge that operating in the largely unregulated hair industry leaves us vulnerable to faulty goods and unreliable suppliers, which sometimes means discovering that certain stock items don't meet our quality standards. If your order arrives and isn't as expected, please do reach out to us in the first instance or check out our Help Centre on our website for guidance.
Please also keep in mind that even though you placed this order some time ago, we at Ruka Customer care are always eager to help and learn from a customers experience with our products no matter how long it's been since you purchased, and we're also proud to have one of the most generous human hair extensions returns policies in the world - simply reach out to us at help@rukahair.com, explain what's happened (include any photos or videos to demonstrate the issue) and we'll be able to assist you further.
We do hope to hear from you soon.
Natasha
Team Ruka xx
not a happy customer
I purchased the Think Kink ponytail, and im sad to say it was an absolute waste of money. I’ve bought better hair on Amazon at a fraction of the price. What I received had the density of a half-wig, which is far too full for a ponytail. The hair was dry, matted, and had a strong odor.
that said i also purchased the pressed pony and that was fine, hence im giving them three stars
25 octobre 2024
Avis spontané
t hurts to leave this review but it has to be done..
Note: I appreciate my purchase was back in 2022 but I have only recently started wearing my ponytail.
It hurts to leave this review but it has to be done...
While I purchased the Think Kink Ponytail 16" back in 2022, I have only worn the ponytail a few times (less than 10)
When I initially received the item, I washed it, as I typically do with extensions before install.
After the first wash, the dye washed out and was left with less of a 1/1B ponytail and more of a dark brown pony tail. The texture and everything else was still excellent and the slightly lighter shade made it look like I simply had lighter ends, so I did not consider it the end of the world to flag as a concern. Post first wash, I wore the ponytail 2-3 times. Since then I stored the pony tail in the original Ruka bag that the ponytail arrived in.
The main issue arose, when I decided to use the point tail for a week straight in Sep 2024. After a week of wearing the pony tail, I noticed that the pony tail just turned into a matted mass; curls were losing definition.
I thought that it could have been as a result of not having worn the pony tail since 2022 and decided to wash and deep condition - it made things worse!
My pony tail turned into matted chunks.
The hair is so tangled, that I cannot separate/finger detangle the hair, my fingers literally get stuck. I have tried detangling with a wide tooth comb and with a detangling brush. The brush provided better results but even at that, the hair tangles within minutes and have lost so much hair.
I'm not sure what the 'life expectancy' of these ponytails are but considering they're meant to be human hair and cost a pretty penny, I would expect to get a lot more wear out if it.
Again, I am sorry for having to leave a negative review but I literally have no choice but to throw this ponytail away after less than 10wears, which simply isn't acceptable.
26 septembre 2024
Avis spontané
Réponse de rukahair.com
Hi C A,
Thank you for taking the time to let us know what you thought about your purchase. Our company was created with the goal to make textured hair products that truly work — and I am sorry to hear that this time, we didn’t meet that goal. Being a Black women-led team, we know how challenging it is when our extensions don't meet our expectations. We want all our products to be shown as much love as possible for as long as possible however, of course, with time some wear and tear can be expected. I am excited to let you know that since 2022 we have been working on the elastics and attachments of our ponytails to make sure that our customers can get the return on investment they desire. Our journey is fuelled feedback like yours, so, thank you for letting us know about your thoughts.
-- Rebecca, Ruka Customer Service Team XX
Delivery processed super fast and hair really good quality
The service was excellent. I forgot to order my hair extension until the same week of my bridal hair trial and they were able to accommodate my order and process it not even 24 hours after my order was made and it came the day after that. The yaki straight hair is really good quality and it blended so well to my ultra 4c straightened hair, you could not see the difference. I will be using it for my wedding hairstyle thanks so much to Sashawna!!!!
18 septembre 2024
Avis spontané
Travelled all the way to yesterday to…
Travelled all the way to yesterday to the Ruka stand in Selfridges.
Very disappointed that nobody was there to talk you through the products, or even serve me. A lady from another counter came over but said nobody has been in for the day.
A waste of time and travel.
A pity as I was fully invested in supporting this brand.
Many customers lost on one day. Not a good look.
25 août 2024
Avis spontané
I needed to amend my order
I needed to amend my order. So far the customer service aspect is not great at all. It’s hard to contact anyone. The chat says someone is available between 9am-5pm. I was on it throughout the day, unable to reach or speak to someone. I also tried their social media, no response. No contact number, I understand it’s a small to mid sized business but having good customer service would make it even better. I still wait for someone to get back to me as it’s would be annoying wasting £210 on a product I will not receive.
12 juillet 2024
Avis spontané
Réponse de rukahair.com
Hi Linsey,
Thank you for alerting us of the issues you were having. We have been working hard to improve communications between the team and our customers. Though our business is small, our passion for improvement is large! I am sorry to hear that you were unable to get in touch with the customer service team on this occasion.
Please email help@rukahair.com if you require more assistance, I will let the team know about the issues you were having.
-- Rebecca, Ruka Customer Service Team
Invisi blend clip ins
I normally love buying from Ruka this time I brought the invisi blend clip ins and they brought me the wrong ones I’ve emailed multiple times and still no reply I’m very disappointed and now the length I wanted is sold out
20 mai 2024
Avis spontané
Réponse de rukahair.com
Hey there!
We'd certainly never wish to leave you feeling disappointed and did respond to your email asking for photos of what you received but the responses might have landed in your spam folder. Could you please check there for any messages from Ruka?
In the meantime, you can also reach us directly through Instagram so if you ever need to ask for your query to be flagged directly with the customer care team, just drop a DM to @rukahair
We're a small team, but we're always dedicated to resolving customer concerns and look forward to getting you the help that you need without further delay.
With love,
Team Ruka, xx
Would not recommend
Would not recommend
Should have read the reviews. Really poor quality hair that she’d excessively. no responses on email or social media. have binned the wig as the hairs were falling out constantly in clumps which is a shame considering it wasn’t cheap.
16 mai 2024
Avis spontané
Réponse de rukahair.com
Hey Val,
We're truly sorry to hear about the quality of your wig and the frustration you've experienced. We take pride in our products and definitely don't want you stuck with something unusable, but we also understand that working in an unregulated industry means that regrettably there are instances where faults with extensions can occur.
Our website Help Center has a section specifically for faulty hair orders though, outlining the steps necessary to get a replacement or store credit - were you able to make use of this guidance prior to discarding your unit?
We haven't received any messages about a faulty wig and want to investigate this further so could you please share the social media handle/ email address you used to reach out to us? We're a small team, but we always aim to respond promptly.
Let's get this resolved for you ASAP!
With love,
Nneka - Team Ruka, xx
Incredible service and beautiful hair
Incredible service and beautiful hair! Oli and Tatenda listened to my concerns and acted quickly and efficiently to ensure my clip ins arrived before my birthday. Thank you Ruka Team!
12 avril 2024
Avis spontané
Réponse de rukahair.com
We're thrilled to hear it Renee!
Our customer care team take pride in going above and beyond, and we're so happy to have been able to help you celebrate your birthday with the clip-ins you wanted.
We're always just an email away if you need anything again🫶🏾
With love,
Team Ruka, xx
Think silk bundles - Wanted to love this brand and their…
Wanted to love this brand and their products but unfortunately I wouldn’t recommend, ordered 3 of the think silk bundles - extremely thick at first but quickly began shedding very badly after install, upon brushing quite thick pieces would shed too … the hair also maintained a strange smell even after washing … sadly won’t be purchasing bundles in the future.
4 novembre 2023
Avis spontané
Réponse de rukahair.com
Thanks for sharing this Shai - we're really sorry to hear your order fell short of expectations, but appreciate you bringing your experience to our attention.
Our customer care team is there to help with returns or replacements of all kinds, but particularly when it comes to faulty products as we like to be proactive with potential batch issues. Were you able to connect with them for assistance?
If not, please reach out directly to help@rukahair.com so we can investigate this further and ensure you get all the help you need.
With love,
Team Ruka, xx
The French curl hair is packaged so…
The French curl hair is packaged so badly. It’s really hard to unravel and separate so it was so tangled. Actually hair was soft but packaged awfully. Unfortunate. Waste of money couldn’t use it.
10 avril 2024
Avis spontané
Réponse de rukahair.com
Thank you for your feedback, we're so sorry to hear the French curl hair arrived tangled due to packaging!
If you have any photos showing the tangling you encountered, it would be incredibly helpful if you can send them directly to help@rukahair.com so that our customer care team can assist you with a replacement or a refund depending on what you'd prefer - we'd never wish to leave any customer feeling stuck with a defective order.
Though reports of issues like this are rare, we've also shared your experience with both our design and fulfilment teams to ensure we're continuously looking at how we can improve our packaging for a smooth, tangle-free unboxing experience for all customers.
With love,
Team Ruka, xx
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