rukahair.com レビュー 

rukahair.com からの回答

2025年7月3日

Hello Jenny. Thank you so much for sharing your experience! We're so happy to hear that you enjoyed your kinky clip-ins. It means a lot to know they were a great fit for you.

Should there be anything you need help with, feel free to reach out

rukahair.com からの回答

2025年7月2日

Hi there,

Thank you for taking the time to share feedback. We're on a mission to improve the product experience for people with curly and kinky hair, so it's really disappointing to hear that we've missed our mark. As a black women led team, we know first hand how challenging it is when issues arise with hair extensions.

I know there are many issues that you've raised above, for which we would love to continue to help you in resolving via our email (help@rukahair.com). However just to also provide some context, on our return process we have been working diligently to fix some of the technical bugs that have come up with the returns platform we currently use and hope to have this fixed soon.

Secondly on texture consistency, due to the nature of human hair and our texture creation process, much like dyeing fabrics, we quality control our products to ensure consistent quality and textures however it is quite possible for there to be some variation, especially between now versus 3+ years ago as we've been happy to continue expanding and improving on our product development processes!

In any case, sorry to hear that you ran into issues with our customer service team. Please know that this is not the experience we want for our customers, and we will be reviewing what went wrong to prevent this in the future.

Hope to hear from you soon, so we can help further.

- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年7月2日

Hi Cynthia,

Thank you for taking the time to flag this issue to us. The Curly Girls Club was created to reward our community with exclusive discounts and perks. Each month, your subscription fee gets converted to store credit, ready to be spent on our products.

To avoid unwanted charges, we send an email reminder every month, to give members time to opt out of their subscription.

I am very sorry to hear that you’ve had trouble opting out and that the process hasn’t been straightforward. We want all members of the club to be part of it by choice and we will be reviewing what went wrong to prevent this in the future.

We would love to continue to help you in resolving this via our email (help@rukahair.com).

Hope to hear from you soon,

- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年5月19日

Hello,

Thank you for sharing your feedback, and we're truly sorry to hear that your experience with us has been anything less than pleasant.

Please know that when a subscription is selected at checkout, a confirmation email is sent, along with reminders before each renewal, and provides the option to cancel or adjust your subscription at any time.

We’re very sorry if there was any confusion around this process, and especially if you've had trouble reaching us. We've recently experienced a high volume of inquiries due to excitement around our upcoming restock, and this has unfortunately delayed our usual response times — which we know can be frustrating, and we sincerely apologize for that.

If you still need help, please reach out to us via email with “Subscription Billing” in the subject line so we can assist or provide any clarifications.

With Love,
Team Ruka XX

rukahair.com からの回答

2025年5月20日

Hi there,

We're truly sorry to hear about your experience and the delay you encountered — that’s not the standard we strive for. I’ve checked on this, and can see that our team has since connected with you and a resolution was reached.

We genuinely appreciate your patience, and we do hope you’ll give us another chance in the future to wow you!

With love,
Team Ruka XX

rukahair.com からの回答

2025年7月2日 に更新

We’re truly sorry to hear that you had a disappointing experience with our customer service — this is never what we want for our customers. We completely understand how important timely, supportive communication is, and we’re actively working to improve in this area as we grow.

With love
Team Ruka XX

rukahair.com からの回答

2025年7月2日

Hi Lisa,

Thank you for sharing your experience with us. Ruka is committed to increasing access to high-quality products to people with kinky and curly hair world-wide. We have been working hard to improve our international delivery services however, the shipping process and custom control can be unpredictable at times. I am sorry to hear that you were not able to receive your product. We're building a global community of customers and your experience matters massively. We will keep working to ensure international deliveries are as seamless as possible in the future.

- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年7月4日 に更新

Hi Elle,

Thank you for taking the time to leave feedback. I am happy to hear that you had a good experience with our Customer Service Team. Enjoy your hair!

With Love,

Rebecca -- Ruka Customer Service Team XX

rukahair.com からの回答

2025年7月2日

Hi Safira,

Thank you for taking the time to tell us about your experience. The team is committed to improving the experience of those with curly and kinky hair, and feedback like yours helps us get better.

I am sorry to hear that you were unable to receive your product this time round. I understand how disappointing this must have been, especially when you were looking forward to receiving your hair. I am glad that our team has been able to reach out to ensure you received a quick refund.

We are taking feedback about our shipping process seriously and working to make improvements.

Thank you again for your feedback.

- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年7月2日

Hi Lauryne,

Firstly, I would like to thank you for alerting us of this issue. As a Black woman-led brand, we understand how frustrating it is when a hair product does not meet your expectations. Our team is passionate about improving the experience of those with curly and kinky hair and I am sorry to hear that this time round, we have fallen short in providing you with the help you required.

I have flagged this issue to the rest of the Customer Service team, so that they can ensure this issue is resolved. Please kindly email us at help@rukahair.com so we can help you further.

I would like to thank you once again for letting us know-- your feedback helps us to improve!

- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年7月4日

Hi Foulah,

Thank you for letting us know about your experience. We are on a mission to improve accessibility to high-quality products for those with kinky and curly hair. Though we try our best to ensure safe delivery of our products, unfortunately, the process can be unpredictable. I am sorry to hear you were unable to receive your product this time round. Please make sure to request a restock of the product you would like on www.rukahair.com and let us know of any other issues through our email help@rukahair.com.

I would like to apologise on the behalf of the team once again and thank you for letting us know what's gone wrong-- it helps us improve!

-- Rebecca, Ruka Customer Service Team XX

rukahair.com からの回答

2025年2月25日

Hey Queen Esther,

Thanks so much for taking the time to leave your review and share your experience! We're so pleased you were able to get your bundles in time for your appointment! Hope you're enjoying them.

With love,

Natasha
Team Ruka, xx

rukahair.com からの回答

2025年2月10日

Hey Kemi,

Thanks so much for taking the time to write a review! We are absolutely thrilled that we were able to get your order in time for your appointment. Double yay for no itching and softness 🖤

We can’t wait to have you back again!

With love,

Natasha
Team Ruka xxx

rukahair.com からの回答

2025年2月3日 に更新

Hey!

Thank you so much for taking the time to leave this review, we really appreciate every bit of feedback we get as we continue to grow as a company.

You’re right, whilst our small customer service team works super hard to get back to customers in a timely manner, sometimes we may take a little longer because of the high volumes of communication.

We’re thrilled that you’ve been able to get your questions answered and are really looking forward to having you as a returning customer.

With love,

Natasha
Team Ruka xx

rukahair.com からの回答

2025年1月31日

Not us compelling you to write a review AB 🥹! Thank you so much for taking the time to do so, we really appreciate it!

We’re absolutely thrilled our customer service team were able to correct the order and get it to you a little earlier. We love that you love your hair and can’t wait for you try some more.

Till next time!

With Love,
Team Ruka xx

rukahair.com からの回答

2025年1月31日

Hey Nicola,

Thank you for sharing your review. Whilst we’re deeply sorry to hear about your experience, we truly value you taking the time to share feedback. I can see that your order arrived.

As a Black women-owned-and-run business we know firsthand the impact that a negative hair-shopping experience can have. We take immense pride in not only providing quality products but ensuring every customer is left feeling happy with their purchase journey.

Our small team customer experience team works really hard to get back to customers in a timely manner. Sometimes during busy periods, our team may become stretched and take a little longer than our usual timeframe to get back to all customers.

Unfortunately, on this occasion we were not able to get to you on time and I apologise for that. I'd just like to reiterate again that we would never knowingly not respond to an email and value each customer who puts their trust and hard earned money in us - we don’t take this for granted.

We take your feedback seriously Nicola, and are continuing to improve the speed of our customer service, so you can depend on us. We really want to gift you with something so that we rewrite your experience of Ruka. Please email me at help@rukahair.com with your order number so I can send you your personalised gift.

With Love,

Natasha
Team Ruka xx

rukahair.com からの回答

2025年1月30日

Hey Small Bean,

Thank you so much for taking the time to leave this review, we really appreciate every bit of feedback we get as we continue to grow as a company. We’re so glad we could get the order to your chosen address too!

We understand your point about clearer communication in terms of delivery: we’ve had to contend with a few things like changing couriers and Royal Mail having system issues, which made delivery a little choppy. But we’re hoping thats fully behind us now so that customers can get a much smoother experience with up to date info.

Again, appreciate your feedback and thrilled that you’re in Ruka Hair!

With love,

Natasha
Team Ruka xx

rukahair.com からの回答

2025年1月28日

Hey Tina Tina,

Thank you for sharing your review. Whilst we’re deeply sorry to hear about your experience, we truly value you taking the time to share feedback.

As a Black women-owned-and-run business we know firsthand the impact that a negative hair-shopping experience can have. We take immense pride in not only providing quality products but ensuring every customer is left feeling happy with their purchase - which includes passing all the extensions we sell through our own quality control process and having a customer care service available to help as and when needed.

We acknowledge that despite our best efforts, operating in the largely unregulated hair industry exposes us to risks from faulty goods and unreliable suppliers. This sometimes means we discover that certain stock items don't meet our quality standards and must be rejected.

We sincerely apologise for this being your experience on this occasion, however feedback like yours is what allows us to trace exactly where your extensions came from and hold the production partners in question to account.

Please note that even though your order was placed a while ago, we at Ruka Customer Care are always eager to help and learn from our customers' experiences—no matter when the purchase was made. We're proud to offer one of the world's most generous return policies for human hair extensions. Simply reach out to us at help@rukahair.com explain your situation (including any photos or videos showing the issue), and we'll be happy to assist you further.

With Love,

Natasha
Team Ruka xx

rukahair.com からの回答

2025年1月28日 に更新

Hey Jack,

We’re so sorry to hear about this experience, and certainly would not wish to leave you feeling ignored and disappointed. I can see that you ordered an Extended Delivery item which I’m glad has since arrived, and that a member of our team replied to your email in December.

Following the relaunch of our website and our Black Friday sales, we experienced a high volume of messages during the time you placed your order and as a very small team, have been doing our best to get back to everyone as quickly as possible. We truly appreciate your patience as this was an unprecedented experience for us too. You should be able to enquire about your order and receive a timely response, this is something we pride ourselves on and hold ourselves accountable to, even when we miss the mark. Even though your order was fulfilled, I want to provide some clarity as to why this happened and why you can still trust Ruka to be the brand you know will value you.

Since the item you ordered was classified as an extended delivery item, as noted on our product page and a pop-up message before adding to basket, this meant that your order would take longer to craft and the pop-up indicated the time frame for fulfilment. This would have been different to your first experience of ordering from us and so I can see why you then contacted us for further information. Although we responded to your within email within our standard 2-4 working days, we understand that you were in a difficult and urgent position. We never want anyone to have to reschedule an appointment while waiting for our products.

We take your feedback seriously, Jack, and are continuing to improve the speed of our customer service, so you can depend on us even in emergencies. I hope that I’ve clarified some of the reasons why this led to your experience. Thank you for the chance to get this right and please get in touch with me at help@rukahair.com with your order number as the subject incase there is any way that I can rewrite your experience with Ruka.

Looking forward to hearing from you!

With Love,
Natasha
Team Ruka xxx