Very poor communication, resulting in a very poor customer experience.
Timeline of events:
Nov 28, 2025 placed order #2573, received the order confirmation, and my credit card was charged. Did not receive a shipping notification.
Dec 9 emailed
[email protected] (listed on haircan.com/pages/faqs as the email to contact if you don't receive a tracking number). Received an "address not found" error message.
Dec 11 filled out the contact form on the website and emailed
[email protected] (listed in the below order confirmation as the email to contact with questions). No response.
Dec 16 sent a message to @thehaircan on Instagram. Received a response on Dec 17 directing me to contact
[email protected].
Dec 18 emailed
[email protected]. No response.
Jan 13 emailed
[email protected] to request a refund by Feb 10 or I would dispute the charge with my bank. Received immediate response from
[email protected] with an apology and resolution. Resolution: immediate refund followed by sending the product at a later date once the company was set up for international shipping.
Jan 15 shipping label created.
Jan 21 received shipping notification.
Feb 2 received product.
Feb 5 still have not received refund as promised.
I'm glad to have received the product and no longer require a refund, but the whole experience was very poor. If the resolution had been carried out as promised, I would have walked away with a sense that the company made a mistake but responded well and made things right. However, the lack of followthrough with the promised resolution left me hesitant to ever shop from HairCan again.
I hope this information can help the company improve and grow. All the best. - Jessie L