Hollywood Lace

Here is a summary of what happened with my order placed on Oct 8th, their supervisor Earl contacted me on around end Sept to get me back on placing orders with them since the order placed in Oct 2024 was not done correct, so I trusted that Earl would follow up and get this order correct to get me back as a customer, he went over the details and send me the order confirmation on Sept 26th and accepted as everything he sent me was correct on the order and what we have went over the phone.
I’ve sent them a sample of mines so they can match the curve of the base and overall size dimensions which is 8” Width and 9.5” Length, they received my system in Oct and accidentally mail it back to me (Error #1) so they emailed me a UPS label so I can ship my original sample back to them so they can have it to process my order.
Order placed and charged my Credit Card on Oct 8th in the amt of $268.50 for my order, received the order in Mid-December on around 14th, opened up the box and once measured I found the width was 8” correct and the length was 8.5” which should have been 9.5” (1” shorter) not going to work as this 1” length is important, contacted Earl and Sara per my email asking what the heck went wrong with my order again as they size I ordered versa what I received is incorrect, I also sent them a video showing and explaining to them what they did wrong, they then requested me to ship it back to them for review and inspection which I did on Dec 17th via UPS, during this month UPS delayed the package and they didn’t received it until January 14th meanwhile Sara offered me a temporary hair sample to use during the Christmas time which is still in my closet and didn’t use it since I’m not sure if it was going to work since this is a stock hair unit not what I originally ordered, and I would have to pay a hair stylist $250 to cut it and didn’t want to spend that kind of money on a stock hair unit.
Upon receipt of the hair I sent them back (the order) on Janu 14th they then confirmed they received my packaged and what they found is a hair dryer part not the hair they shipped me, now this got me more confused as I sent them back their hair and my sample just as I’ve found it after measuring it placed it back in the box and place the UPS they sent me and dropped it off at UPS so I’m not sure what they are referring to me shipping them a Hair Dryer part, as you can see is one problem after another with this company they doesn’t see to have it together, they then shipped me back the box they said they got with the hair dryer part to me which I should be getting tomorrow of day after, not sure what they expect me to do with this box and parts I never shipped them, as of today they cannot tell me what is the next step on my order or when they will redo the order according to what I originally ordered with Earl on Sept 26th 2025, I’ve decided to dispute this charge as it doesn’t seems like I’ll get anywhere with this company after I’ve spent $268.50 and 3 months after still nothing received I’ve paid for instead they shipped me stock hair unit which is not what I’ve ordered.
I would not be re-ordering from this company anymore as they have failed me twice horrible, they honestly don’t know what they are doing as they logistics dept is horrible, always mixing up orders and shipping you someone else hair or messing up in their shipping and receiving dept.
Not a chance again, save yourself and order directly with overseas or Amazon.

Hollywood lace June 26 2024 complaint
For over ten years, I have purchased hair pieces from Hollywood Lace. Two years ago they doubled their prices. But the worst part is their terrible customer service. Until recently, I would wait months for my order. They started calling and soliciting me. I agreed to a re-order. The piece arrived within a month. Highly unusual. But I believe this was a stock piece. I had ordered a medium wave; however, I received a tight curl. I cannot use it. I sent it back, and they sent it right back to me. So, I took it to my stylist who attempted to straighten it. But when she used the curing iron, it melted. Ut us definitely not human hair as was advertised. I realize that the piece was 80% gray, but the piece is unusable. I want my money back or a replacement as ordered.

I ordered the hair system in December, it took over 4 months to arrive in April. I understand that it took long since it's custom made hair. However, the quality of the hair I received is not what I expected. I ordered straight hair but they sent me curly hair. The hair quality is so light, not asian remy one I ordered. The texture and the way it feel is horrible. I spent over $800 but the quality is not acceptable. The customer service isn't exist. Nobody care to check what's going on. No feedback request to see how customer feel about the product we received. I won't order from here again.

I used to be customer of hair direct I finally got my custom system last week hair too much grey I paid for the haircut service it looked like someone put a bowl over my head and cut hair all around and there were long pieces in it I’ve been trying to call to dispute this I keep getting the run around 450 wasted I look like a clown
I ordered a stock system on Amazon lots of sites to order hair went to my barber for 25 dollars cut and it looks great
I do not recommend this company

I deeply regret giving Hollywood Lace my trust and money. Ordered custom and stock piece, both problem ridden. Unwearable in public. The owner( very nice and helpful) became involved with the third replacement, but still had issues—-that I have to solve.
I chose Hollywood Lace because their advertising said they were just like Hair Direct. THEY.ARE.NOT.
My suggestion is to pass HL up and go else where.

Sent a sample color with the base for sizing. The sample color was lost. Resent a color sample and the staff guessed the color, no color match or anything scientific. Got the completed system and the color was way off! Contacted Hollywood Lace and I was told the sample was the same as the system, when it was not even close. Waiting to see if they are going to correct the order.

This company has messed up my Hair order twice, I Had spoke with Bill the Owner ,and he keeps passing the buck to NELA , and I have called NELA several times and left messages and with no return call, I tried texting Bill the owner again with NO Return Call or communication. I would beware from purchasing anything from this company, they will take your money and drag there feet on getting things right. this is SO Embassasing and Hollywood Lace just don,t give a Damn...

My name is Cesar Thomas, PO Box 3527, Sarasota, FL 34230 Tel 914-724-2222
Dear Sir /Madam,
I ordered a hair piece with full poly, with 30% gray, I received half poly with 10% or 20% gray, and no specs.
How can I receive the correct order.

It looks like they duplicated my last piece, which is not what I want.

I bought a full cap remy human hair wig and had to pay a hundred dollars more because my head is too big they said. I have bought their wigs before. They said prices went up. I paid for it in November 2021 and didn't receive it until late April 2022. The color was incorrect and Hair Cuttery that cut my wig told me it was too big and I wasn't going to have the style I want because the inner cap was almost all the way down my neck and half the way down my forehead leaving me less than 1.5 inches (both front and back) to work with. Also since I ordered a free style wig with no part, I noticed there is a large patch on top that is bare. They only want your money and when you ask for a Status on your wig, they always send you a same pre-written response. I will never order from them again. Who wants to wait four or five months for a wig and then get it too big or wrong color. I will re-order it from Lordhair. It will be cheaper than Hollywood lace and I won't have to wait months for it or hear excuses about how slow their factory is due to Covid.

I bought my first piece from here years ago and it was horrible. It was so bad that I decided to just wear a cap for a while. I found a YTuber that did enough research to sell great affordable pieces and I stuck with him for years. I was in a rush so I ordered a new piece from Hollywood lace again. Once again, disappointed. It took almost 8 months to get here and it was complete bull. The crown was placed in the middle part of the head on the side. "Bleached tips" to them must be a joke. It was at least 1/4 an inch of "blond" hair. Must be funny for them to just send you the worst hair piece imaginable. I've ordered a total of 3 pieces, totaling $1000 that literally ended up in the trash.

I ordered a system and requested a time frame for expected delivery as I needed it for a wedding. No response only that order was being processed. Contacted them again and received same response. contacted them a third time and was told item was not in stock and was being sent from the makers in china. Still no estimation of delivery time. Again contact was made with same response. So with no time frame made available for delivery I requested a full refund because it was obvious that I was not going to receive the system in time for the wedding.. No response other than it was being processed. So I filed a dispute with PayPal for refund. They in turn contacted HL about the situation. HL then emails me and informs me the sytem was being sent. Irequested tracking information and ETA or a refund. No response given. So I ordered a sytem from former supplier and received it in less than a week and again contacted HL for refund. They then send me notice that they sent me an email stating that the sytstem was no longer available and offered another..I never received that email and searched my email for it. Nothing. I responded telling them again I wanted a full refund as they admitted the ststem was no longer AVAILABLE. They then in return response said they could not refund me as I filed a dispute with PayPal and I would have to wait until they made a decision on the matter or I could just drop the dispute and wait for a refund. NOT! I responded stating they should contact PayPal and inform them that the system was no longer available.. And that is the last I have heard. I since have filed complaints with several government agencies to futher protect others from HL poor customer service and refund factors that are without a doubt the worst ever especially when they admit they don't have the product and don't know if they ever will..

I placed an order in April 2021 for a simple straightforward repair to my hair system. I was told I have my system back in 3 months. That did not happen! I was then told it would take 6 months. We are 7 months on and still not received the system. Customer Service is exceptionally poor - the same generic messages and fobbed me off with that they contact the factory for an immediate update - that did not happen either. I have now instructed solicitors to take legal action. Wonder how many people they have conned.

Good day, I have been doing business with Hollywood Lace for many years and never had any problem. I understand that COVID slowed down a lot of companies but in my case I had placed an order back in September 2020 and the estimated time of delivery was January 27, 2021. That date came and gone so I started contacting them for an update. The only response that I received from them many times is that they are working on it. I let 8 months pass trusting that they would make good on this which has never happened so I requested a refund and am getting the run around so as of now I’m just gonna have to accept that I will never see the product or my money back. I will never do business with them again and caution other about purchases you plan to place with them.
Thank You,
Norm Allred. And they have an F rating with the BBB.

I have ordered 8 systems in the last two years. Each one had some wrong with it. HL never responded to my complaints. I ordered one on April 3, with a 25% discount they did not honor. I immediately cancelled the order. Customer service said my full payment would be refunded in 3 to 5 days. After 12 emails back and forth still after 2 months no money and now no longer any response. I reported it to PayPal who are still investigating the issue. I sent final demand to HL CEO 4 days ago. no response. Tomorrow my complaints goes to the BBB. If no response it's attorney time. they lie and their product is sub standard.

A place an order in May of 2020 and till now I have NOT received my order! I called Sean several times I asked for my order he tells me the same story I got Fed up with his BS so I asked for a refund its been 10 month since I placed the order and I have not received my order nor my refund. for those of you that are thinking of ordering through them be careful. I have submitted a complaint through my AMEX and they are looking into it.

I placed an order with them and paid in full. They emailed me and said the system was going to be late but they had a stocked item. I agreed to take it and the cut and shipped it to me. It was nothing and I mean NOTHING like I had ordered. I shipped it back and now they refuse to refund my money. Check their grade online, they have a grade of 'F' with numerous complaints. If you want to throw away hard earned money, deal with them. They will screw you over and you get nothing. Biggest mistake ordering from them!

I had done business with Hollywood lace for several years with no complaints, and satisfied product, but something changed...No service, No product, No help, I can not even get them to answer phone and when you do they put you on hold for hours on end, and then disconnect!? I have been waiting 11 months for my last order!

I have been ordering from Hollywood Lace for 10 years and am completely satisfied with them. Talked to Nell once 10 years ago with a problem I don't even remember but it was handled perfectly. I would like to meet anyone that saw this Covid Pandemic originating from China coming. My last order was delayed because of Pandemic. Not because of Hollywood Lace. I received my units and as before they are exactly what I have always ordered. Alex has been a trusted contact at the company. What a company buys and sells their product for is their business plan. Everyone seems to want something for nothing especially with all the government handouts. there maybe bumps in the road in these unprecedented times but give them time to fix them. I do not know of any business running normally at this time including the government. I would highly recommend Hollywood Lace and especially Nell and Alex.

I ordered the system in Jan 2020, it was supposed to be delivered in 4 to 5 weeks, but to this date (12/23/2020), I haven't received it yet. I emailed them so many times and was told that they were working on it. I have been asking for a refund and they told me that they sent my request to accounting for a refund, and that is two months ago. Now they don't even reply to my status inquiry. They are scamming people.

I have been wearing a hairpiece for the past 40 years, using several different companies. When I had my back against the wall, because of covid 19, and couldn't get a hairpiece, I called Hollywood Lace. I spoke to a man named Frank. I just received my hairpiece and was so happy. Not only was it a perfect fit, but the color match was better than any other I ever had. It looks and feels great. They are Number one in my book.
Thanks so much.