Mane Attraction(Hollywood) - Synthetic Front Lace Wig in BUTTERNUT

Hate to leave a bad review but I have no choice. I purchased a wig against my better judgment from this secondhand company. The wig box arrived in plastic packaging and not in a cardboard box. The wig box was smashed half of it on one side. The wig inside did not have a hairnet and did not look like it was brand new. They were little tiny shave-type hairs and some dirt smudges on the inside bottom of the unmarked wig box. Contacted the store through Amazon message and received a very defensive defiant response saying that I can’t complain or request a return just because I didn’t like the quality of the packaging, even though I clearly explained what was inside the box looked sketchy. They swear that the wig didn’t get shipped from them that it came straight from the manufacturer. They said I could return it, but then even though it said free Amazon prime returns, in their return instructions it says they take out a percentage fee for any wig returned. Then they requested photos of the product I received. I sent back photos of the smashed and dirty gross box for starters even though I didn’t mention at that point the quality of the wig itself. They wrote back that the wig is just fine and it’s not their fault I don’t like the quality of the box or the packaging, and basically indicated I was being too picky - and basically they completely trivialized it. They never even asked me how the quality of the wig itself was. Each email back-and-forth they kept saying the wig itself was fine. Of course then I posed the question, how do they know it is fine if it didn’t come from them and it shipped from the manufacturer? And I hadn’t even sent a photo of the wig itself. The wig itself still had a tag attached but no tissue stuffed in it, no hairnet, and was just kind of limp loose sliding around in the smashed dirty box. Then they were defensive saying they’ve been selling wigs for decades and know what they are doing - indicating that I am the problem. On and on. I decided to keep the wig and didn’t trust them to do an adequate return, and I didn’t think it would be fair taking out a 15% return restock fee or whatever it was. Lesson learned to this TERRIBLE customer service company - take your customers word for it, respond politely and professionally when they contact you, empathize, don’t make accusations, attempt to resolve the issue without defensiveness, and don’t tell them the quality of the product you sent when they haven’t even told you yet about it if you don’t want to get bad reviews. I do not recommend this company strictly because of the terrible customer service in long lengthly paragraph defensive emails. The quality of the product itself was questionable and I am not even sure I will wear this wig because the box was dirty and gross inside. I would have purchased from them again if they had responded in a more professional manner and given them at least one more shot. Regarding this wig, Hollywood, it doesn’t look nearly as long in person as it does in videos. The midnight is a nice off black color which is what I purchased. I would say this is a little less quality than what you would get with a Hairdo wig. I suggest purchasing from a wig retail store directly and not through Amazon.