Hauwa Adamu, a hair vendor in Abuja, narrated how Hazel Hair, a beauty and cosmetics online company, failed to take responsibility after delivering incomplete and substandard hair to her.

The hair vendor also accused Hazel Hair of refusing to refund her money or complete the orders for which she paid.

Speaking to FIJ, Adamu said that she ordered three sets of a hair product for N45,000 each and three different hairs for N90,000 on July 6 because Hazel Hair seemed like a trusted venture.

She said she had purchased some hairs from the company on two occasions and it did not disappoint her, hence her trust in the company.

Adamu said the founder of Hazel Hairs told her a dispatch would deliver the products to her within seven working days, but she did not get the products until August 7. This was after she and her husband had placed several calls to the company.

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The hair vendor said her problem with Hazel Hair started at the time of the delivery of the product. According to her, despite paying N3,000 for logistics, she was surprised when a logistics firm asked her to pay for delivery again.

Inquiring from a Hazel Hair customer care representative why she had to repay for the delivery of the hair, the call rep asked her to pay, promising to refund her, Adamu said.

“After a dispatcher delivered the hair, I discovered they were incomplete. The N90,000 hair set was missing from what she delivered. Also, two of the nine in the N45,000 category could not be found,” Adamu told FIJ.

What infuriated her was the obvious difference between what she ordered and what Hazel Hair delivered, Adamu stated.

In her words, “They were not what I ordered. The pictures and videos I saw from what she posted are so different from what she sent.”

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“I started complaining to her about the hair, but she insisted that what I had was what she posted. For the sake of peace, I told her I’d accept the products even though I knew I’d lose money on them if I sold them.”

Adamu told FIJ she asked Hazel Hair to send the remaining hairs it failed to deliver but the company ignored her request.

“On August 11, Hazel Hair became so rude to me. She told me to conclude my issue with her staff. Shortly after that, she blocked me,” she said.

“I called one of her staff members, but he told me not to worry. I sent my evidence of payment to him, but we started going back and forth. Every time, he would say they were working on resolving the issue.

“He gave me their complaint line because he got tired of me. The complaint line wasn’t even responding to my calls and texts. Throughout September, the complaint line didn’t respond to me.”

Knowing Hazel Hair had blocked her, Adamu said, she reached out to the company’s founder on WhatsApp through a different line to complain about the issue.

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“But when she realised I was the same person, she also blocked me on that line,” she said.

In October, Adamu called a major distributor of Hazel Hair in Lagos and sent all proof of payment to her sole distributor, but it yielded no positive outcome.

The woman, she said, told her that she had done all she could to communicate with the founder company but she had been unreachable.

“Her customer care has been giving me false hope since June. The hairs remaining are worth N120,000. I started my business, and I want my money back,” she said.

“Three weeks ago, a call representative of the company named Josiah told me I’d get my order in a fortnight, but since Monday last week, they haven’t taken my calls.”

FIJ called Hazel Hair several times, but her line did not connect. Its founder had not responded to a text sent to her phone at press time.

FIJ also called Josiah, the call representative who spoke to Adamu, but he neither answered his calls nor replied to the text message sent to him.