Rather niavley back in November, i thought it would be better to order a system from a UK supplier as i'm from the UK, and chose Captain hair (or myhairdirect as they were then known), even though it wasn't that cheap i went with them. I paid ?400 for my system too!

However, i have heard nothing back from them. Emails go unanswered. In the 5 months i've been waiting i've one had email back from their owner Stuart in January, saying they had been over taken by Captain hair, and that my order would be dispatched soon. This despite his assurances when i placed the order that it would be dispatched within a month!

I am about to claim back on my credit card, but i think it's a disgrace. What's even worst is that he doesn't even reply back to my emails. What the hell is that about? And he does get my emails, because if i use another email address and pretend to be a new customer he'll happily answer.

Just warning you all. If he kept in contact, informed of the delay i'd be a little more patient, but damn not to even bother to reply!

I have also been waiting 6 months for 2 hair systems from Captain Hair which have been paid in full!

There is no contact number, just an email service. Sent numerous emails and had no response - appalling! (considering the owner Stuart is a wearer himself and claims to have complete understanding!)

The service he is offering is utterly disgusting!!

I would not recommend anyone use this company!

I have ordered with them and after a slow start I am assured that my products are on their way. I shall keep people informed when my products arrived

Hello,

My name is Stuart from Captain Hair. We are genuinely very sorry to read these posts and wanted to firstly sincerely apologise for the problems you have experienced. We would also like to offer an explanation and a solution to help resolve these issues to ensure you receive your orders promptly and compensate you accordingly for the problems experienced.

Unfortunately we have been let down by our supplier who has failed to deliver orders in a timely manner, which has resulted in some of our customers being let down. For this we are truly very sorry.

We have now partnered with a new factory that is very reliable and can guarantee delivery within 4-6 weeks. However, our old supplier has retained customer order details (i,e, templates/samples) on file, making the transition to the new supplier difficult, which has subsequently caused further delays with delivery.

In line with our new business model, allowing our customers to order direct from our new factory in China, we have attempted to centralise our customer support team in China to achieve cost savings to enable us to be able to offer the lowest cost hair systems available in the UK. We also removed the phone lines to further facilitate this cost saving. However, regretfully this did not work due to the time difference in China causing email delays and the project has being plagued with technical IT difficulties. I do not mention these issues to offer them as an excuse, but I wanted to create an understanding that we are a genuine company that has unfortunately experienced genuine problems that we are working hard to rectify.

In light of this, as of Monday 9th May, we will be re-opening our UK phone lines and all email support with be UK based, so we will now be able to offer a much better service to our customers.

We are very keen to solve these problems outlined in this thread and ensure you receive your orders as promptly as possible. Please do email us via the contact page on our website and let us know your details so we can prioritise these cases and compensate you accordingly and offer you a complimentary hair system. Alternatively please send me a private message via this forum with your details.

Once again, we do genuinely apologise that we have let you down and please know that we are working hard to resolve these issues.

Kind regards,
Stuart

captain hair complaints:-I have also ordered from captain hair. I paid the extra ?50 for a 4 week delivery, I am still waiting 16 weeks later. Stuart has made himself inaccessable, no contact via phone, no replies to e-mails. His customer service is disgusting. We have found forums going back to 2005 with the same complaints, if I had seen these previously I would never have ordered from this rip off company. I do not believe anything Stuart says or posts on these forums as I have heard it all before. So if you dont mind constant chasing of products and being left without a unit then do use him otherwise I suggest you use one of the more reliable companies out there.

I ordered a hair system from Captain Hair a little over a year ago, paid the 50 quid extra for 4 week delivery, it took over 12 weeks. I was annoyed but the hair system was of good quality so i never pursued it. Since then I have been ordering my hair accessories, solvents, adhesives tapes etc. Recently I ordered several items, they failed to show up. I complained, was assured they would be sent out immediately. They were. They turned up in a standard Envelope!! As a result the contents split in the postvan, several products were ruined and the our local postman whom i know very well was privvy to the contents. so much for discretionary service. Not only that but i ordered and paid for a 125 ml bottle of adhesive and was sent out a 15 ml bottle. This was 2 months ago. Since then every email has gone unanswered and no replacement of items have been sent out. This company in my opinion is rogue. Avoid at all costs!

joined this forum after searching for Captain Hair problems. As we all know, losing ones hair is traumatic and so is finding the right hair piece supplier, without added complications. I have worn hair pieces of different types for over 40 years and an still looking for the perfect hair piece! About 4 years ago I came across My Hair Direct - run by a chap called Stuart. As reported in other topics, he seemed very good and I had a number of pieces from MHD - always supplied on time and good colour and styling. However, about two years ago things started to go wrong with slow deliveries and poor contact. In early 2010 a piece ordered failed to arrive and because the replacement was critical and I felt someting was wrong, I luckily found a backup supplier from whom I also ordered in the US. The US piece arrived and the consultant was very good, even calling me a couple of times to make sure we were getting it right.

When the US piece arrived it was slightly the wrong colour, but with a little hair dye it turned out fine and the lace front was very good. In the meantime I pursued the ever more elusive Stuart who was by now failing to answer both telephone calls and Emails, although I had paid in full full for the system. A convoluted message was put on his answer service saying they were having problems with their communication services - it all sounded very suspicious!

Eventually, I sent an Email telling him unless I heard from him within 24 hours I would get in touch with his local Trading Standards office. He came back to me immediately with all sorts of excuses + saying he was re branding his business and all the problems would be solved and he was very sorry for my trouble - he could not understand how my Emails had not reached him! My new piece then arrived within two weeks and I must say was very good quality. I started wearing it in September last year and by February this year it was in need of replacement. I then found MHD had changed its name to Captain Hair, but I actually managed to get through to Stuart who said they now had a new manufacturer in China and all was OK. He gave me a quotation of GBP321 and suggested I pay the money into his company bank account at once in order to start to process the order. However, he said he needed a new hair sample as the previous supplier had kept all the samples and would not make them available to another manufacturer. I sent off the sample, but as I was still cautious, I did not send A few days later when I tried to call him, there was an answer service message saying they were no longer available for telephone contact, (in order to keep their prices low) but only through online chat - ........this didn't work either! After this there was some contact with another person who said he had 'joined the team' and Stuart would get back to me immediately when he returned from the US in a few days - he never did!! Luckily I did not send any money.

To all who are having problems with Captain Hair (and it seems there are quite a few) I would suggest the same approach I took and if necessary, actually contacting the Trading Standards at Swindon - there is something very wrong here.

My supplier/manufacturer I have now found is excellent - very attentive, quick service and an excellent selection of different types/styles, with good quality. I am quite happy to pass on details to anyone who requires them.

MHR

Hello,

I noticed you report and am really keen on getting a new supplier sorted. Please can you share the contact details with me? I ordered from CH but it's taken ages and I can't stand the lack of communication.

Best wishes

Stephen

Hi

I would be most grateful if you could pass on details of your new supplier/manufacturer after my experinece also with captain hair.

Kind regards
John165

Hello,
I would appreciate if you can recommend your good hair system supplier. Captain Hair and Stuart have taken my money for many months now and have not provided the products - a similair story to others in this forum.
kevin19