Reply from Remy & Virgin Hair ExtensionsMar 1, 2026
Dear Ray,
We’re truly sorry to hear that you were not satisfied with your purchase.
you ordered our Curly texture (18” and 20”). Our Curly collection is designed to reflect natural, tighter curl patterns with thicker strands. Because it is raw, natural curly hair, it will naturally have more volume, tighter curls, and some frizz — which is completely normal for authentic curly textures.
We also carry a separate product called Loose Curly, which has softer, more elongated curls and less frizz. After reviewing the comparison video you sent, the texture you preferred closely resembled our Loose Curly option rather than our Curly texture.
We personally called you to explain the difference between these two textures and offered a solution — including the option to exchange for Loose Curly if that better matched your preference. Unfortunately, the explanation was not accepted, and the hair was not returned for exchange.
We always encourage customers to carefully select between our clearly listed texture categories, and we are happy to assist before purchase via consultation, photos, or even video call to ensure the right match.
We respect that every customer has personal preferences when it comes to curl patterns. However, natural curly hair will have tighter curls and texture — that is part of its authenticity.
Our goal is never to “make a quick sale,” but to provide genuine raw hair in clearly defined textures and offer solutions when concerns arise. We did our best to resolve this situation professionally and promptly.
We wish you the very best with your preferred texture and thank you for giving us the opportunity to address this publicly for clarity.
— REMY & VIRGIN™
