James

I ordered last year for the first time and was so impressed with the customer service. When I raised a few questions (including uncertainty about the formulation as my labels were missing) they were so quick to phone me out of the blue to explain and apologise. I think I had another call too when making a general enquiry. When they sent a replacement order they even included a small freebie.

I’ve placed another order since. I’m generally happy but unfortunately have found wildly different formulations. My first batch was a fast drying spray which barely left any residue after hair drying. I found this such an issue with competitors products. My latest order included 2/3 bottles where the formulation was very different, suddenly highly scented with oils, super sticky to the point it makes my my hair look matted once dry, and the liquid foams a little on application. Very odd and frustrating so I’ve contacted the team for a resolution. I don’t believe this is just a slight batch variation, it’s like they went overboard with the oils or other ingredients in the last batch.

I have every confidence it will be resolved and implore the Dense Hair team to ensure there is consistency. The sticky, visible products are a nightmare. Your formulas were initially great and beat the competition. Please ensure this doesn’t happen again!

I bought the razor in boots and it came with 2 blades. I’ve seen it’s cheaper to setup an online subscription for future blades but have found the process completely unnecessarily complicated.

I ordered a travel case and a pack of 4 blades as I want spares for when my first two are used within 2 weeks. Whenever selecting blades it says they’ll only be sent in 21 days and then the set time after that based on your subscription. WTF, I just wanted to order some blades to be dispatched asap? Impossible. The only way, according to their AI email customer service is to place a subscription order and go in to change it to ‘send now’.

Ok, did that and now it’s charged me another £10 for the next blades whilst I’ve just paid £16 for blades and a travel case. It wasn’t even clear if the travel case would be sent now, had I not opted to change the blades subscription to ‘send now’. Either way, I’ve been doubly charged and no idea what’s coming when.

A total mess. How could they get such a simple process so wrong? If you sell the razor in high street retailers why haven’t you set your website up for those customers who then find the D2C option for future blades?

I like the concept and app and as a founding member I get an additional bonus on top of savings but this amount has already reduced significantly.

The main issue with sidekick is the constant security checks on deposits and withdrawals. Not only does this mean the funds aren’t earning interest, but it also means that the ‘easy access’ account isn’t quite that. If it’s not the funding bank delaying things it’s their ‘e-wallet provider’. I’m actually getting pretty annoyed about this now and as I’m
buying a house soon, I don’t trust them to leave a large amount there as inevitably checks kick in once I withdraw (or deposit) larger amounts and there’s no timescale on these. Yes they’ll say the compliance checks are normal but I’ve never experienced these so frequently and as a result I’m just not sure I’m happy to use them moving forward.

I was pretty dubious buying gift cards online and to be completely honest the website looks pretty basic. However, I purchased some gift cards yesterday for 11% discount and opted to pay by bank transfer for a further 3% discount. I was relieved and also impressed to see the value appeared in my online account within a minute or so, checked out successfully and redeemed both codes on the retailer site. I bought another one today, same process and slick as yesterday. I’d recommend, it’s a good idea and I hope the business grows so that the selection improves. Not all the discounts are this high, I think there’s room to improve on other retailers but appreciate the additional discount for bank transfer. This does mean no credit card protection so I’m a little concerned if the gift card didn’t work.

Literally shocking customer service. I say 'customer service' but it doesn't exist. 15 live chat attempts, dead phone lines, twitter messages, even emailing previous sales people. This is across six weeks! The ONLY response was a Twitter DM asking for my date of birth, which I hoped meant I'd get an answer...but that has gone dead for 2 weeks. All I want to know is what's going on with my holiday.

Your prices were decent and sales agents were helpful hence I've used you several times. I will NEVER use your company again and urge everyone else to avoid. How dare you completely pull all customer service and totally, utterly ignore existing customers? How is this in any way acceptable and why have all your staff gone into hiding? Why dont you make one single attempt to apologise or explain yourselves?

Your company should be closed down and directors arrested for fraud. I've never seen such disgusting contempt for customers from a company before. How dare you close down your phone lines, remove email address, make it near IMPOSSIBLE to contact you. How do you think your customers feel as they utterly panic about their money and impending holiday, with no idea whether it's going ahead anymore?

I hope your company does go under after this due to customers going elsewhere. I still eagerly await a response to my very basic questions about the holiday I stupidly handed my money over to you for.