Stuart101

Hello Ian, Whilst we completely support and acknowledge this forum encourages open discussion about a customer's experience with a given company, the comments you have made are simply not true. We do not currently have any hair system customers in the USA and are certainly NOT under investigation by the United State Attorney Office. This statement is completely false, unless of course you may be mistaking us for an entirely different company. Furthermore, to state that our company is a "rip off site" could not be further from the truth. This company was established by genuine and ethical people and whilst we acknowledge we have experienced the problems highlighted in an earlier post, it is certainly not our intention to deliberatively deceive or solicit business with no intention of fulfilling orders. We do take customer complaints very seriously and would encourage those clients that have concerns to email us at info@captainhair.com and we will always to our absolute best to resolve any problems. We have also now established a dedicated UK telephone support line, so please also call us on 0121 368 0087. Kind regards, Captain Hair

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