Royale ponytails  Opiniões 

I ordered from Royale Ponytails, paying extra for Express delivery via FedEx. The delivery wasn’t made within the promised timeframe, and FedEx later marked the parcel as “delivered and signed by me” — but I never received and signed it.

I contacted customer service multiple times by email starting, providing all the necessary details (order number, proof of non-delivery). After one initial reply, the company stopped responding entirely, despite repeated follow-ups.

Reading through the other reviews here, I can see I’m not an isolated case — several customers report the exact same pattern: parcels not received, refunds refused or ignored, total silence after a first response.

I can’t recommend this company until this kind of situation is taken seriously. I’m considering a Small Claims Court claim if I get no further response.

Having a company that caters to textured hair is just amazing. I ordered the pretty cute set and the quality is amazing .
Thank you Royale Ponytails for what you are doing for us. Delivery was a quick. Thanks

On the 22nd April I purchased a half wig from Royale Ponytails. I paid for next day delivery, but the item arrived in 2 days not 1.

When it arrived it was clearly damaged. I contacted Royale Ponytails and requested a refund. On the 27th April I was told that their terms and conditions state that they do not offer refunds or exchanges on hair products for hygiene reasons!

Please note that once the item was unpacked it was clearly evident that it was not of a satisfactory quality, not fit for purpose and did not match the quality in line with the images displayed on their website and Instagram.

Know Your Rights
I sent them another email and drew their attention to the following: The Consumer Rights Act 2015 Section 9 states Goods to be of a satisfactory quality. The half wig is not (I sent them videos and photos of the item).

Section 10 states that Goods to be fit for a particular purpose. The state and condition of the half wig mean it is not fit for the purpose of being worn with confidence.

Section 11 states that Goods are to be as described. The half wig is not.

Staying with the Consumer Rights Act, in the light of Sections 9, 10 and 11 not being complied with, in accordance to Section 20, as the consumer, I am entitled to a full refund.

Royale Ponytails deleted the email from the email thread but I resent it and they continued to ignore.

I DM'd them via their Instagram and commented on their posts, but they deleted them.

They then reached out to offer a discount on another purchase, claiming that is how the wig should be!!!!

I declined because as a Consumer I am entitled to a full refund and I will not be making any future purchases with this brand.

The product and the customer service that I experienced was not good. If there was a minus star rating I would give it, because 1 star....

Anyway, no refund has been received and so I walk away and post this here to help someone else and hope that Royale PonyTails will do better.

I have tried putting this review on their page but they keep deleting it and marking it as spam or untrue??? I ordered the perfect twist out and it didn’t suit the description online. It felt quite stringy and it felt like trying to comb it out will ruin it. The lengths were very uneven. I reached out to customer service and I was told they were sure it was up to standard? Didn’t even want to address the issue. All in all not my best experience as a first time buyer. Will not be returning.

I’m so confused with these bad reviews.. I’ve been a customer since 2022 and honestly it’s been nothing but amazing . Their products and services all amazing. It’s so hard to find synthetic hair that feels and looks like human hair. Even on tiktok it’s only positive reviews about them . I swear some people are just wicked . How can u give this company 1 star? Anyway my experience has been nothing but amazing

Terrible terrible terrible. I cannot beg you enough to save your money from these people. Hair was on for less than 4 hours before it was matted and tangled. There were no care instructions on the website and it was not advertised as a single use product. To be honest it’s less than a single use product, it’s more like a 3-4hr use product which isn’t what I paid for. I contacted the company by email to share my experience and was ignored. Awful customer service, very shadey. Wish I read their reviews on here before ordering.

Honest Review of My Experience with Royal Ponytails

I’ve been a loyal customer of this company.I’ve ordered three times, and even recommended them to family, who also placed orders. The hair quality has always been amazing, which is why I kept coming back.

Unfortunately, my fourth order in November 2024 never arrived. I reached out to customer service, and they initially said they’d look into it, but then went completely silent. I eventually had to dispute the charge with my bank. That dispute was rejected because the company falsely claimed they had already refunded me which they had not.

Fast forward to this year, and they finally responded saying management agreed to send a replacement. I confirmed both the colour and delivery address. Since then: silence again.

To make matters worse, I’ve tried to comment on their posts on Facebook, Instagram, and TikTok to get a response all my comments were deleted. My friends and family tried tagging me and commenting as well, and their comments were also deleted, with some even getting blocked.

It’s honestly disappointing. The product is great, but the customer service and accountability are terrible. It’s a shame that such good hair is backed by such poor treatment of loyal customers.

My friend purchased Hair from them in November and never received it. When she has queried it with them, they have communicated with her and never sent anything. Her bank queried it and they argued they had sent her the hair/refund (which never happened). She commented on their IG account and they have restricted her and ignored her messages. I have done the same for her and they have restricted my comments also with DM going unanswered. Very unprofessional and wouldn't trust them to provide sufficient services.

My package from this company was not delivered. I have been emailing them and have also messaged on instagram and there has been no response. I have never seen a company with such poor communication. I have paid for a product that has not arrived and there has been no communication as to how this will be rectified. I’m extremely frustrated and need this to be resolved as soon as possible.

I’ve ordered from this brand once before and so has my sister communication and delivery was so smooth and we loved the products!!. But idk what’s happened because I ordered on the 27th of March my package got lost or sent back I then waited and still nothing I then email in April and they say they’ll send me a replacement to my cousins house it didn’t come but Ironically my other delivery’s I sent there which were also Royal Mail came. From April to now I’ve been emailing every few weeks asking for an update and i had I kid you not radio silence. It took me dm’ing commenting under posts on Instagram to get their attention. They finally reached out told me they’re investigating I should wait they will come back on Tuesday. Guess what? Didn’t hear anything till Wednesday or Thursday and that was that they can’t do anything. Finally today after I asked for updates and said I’d like a refund they cancelled my order. All I want to say is that I like this brand and their products and I want to support them but what I’ve experienced customer service wise waiting for them to email me back after months or answer my dm’s but they’re posting their replies to other dm’s sent around the same time is a joke. They need to work on their relationship with delivery services, customer communication skills and in general better organisation.

I purchased the Braid-Out set, and it smelled strongly of urine when I opened it. I contacted the company right after Easter and again after that, but still no response. Their returns policy is a joke—they don't accept returns or offer refunds, so if the product is bad, you're just stuck with it and they keep your money. It has been an extremely frustrating experience, I'm appalled by the complete lack of customer service and how the company is willing to 'ghost' or ignore customers who raise issues. Feedback can be an incredibly powerful tool, but it depends on how you choose to use it.