What happens when an online store hasn't been entirely straight with its customers? Rebecca Blithe gets to the root of one woman's woes.
Coveted by style-conscious women everywhere, GHD hair straighteners rule the world of smooth, lustrous locks. Young Pukekohe mother-of-two, Clelia Bicknell, 28, had to have one. But, instead of having the silken mane of a movie star, she found herself in dire straits.
"It was going to be a treat for me. I thought about thermal straightening, which lasts a few months but, then, I thought if I get a GHD I can have it (straight hair) forever," says Mrs Bicknell.
Decision made, she jumped online to Google GHD, which stands for good hair day.
She came across what claimed to be the official New Zealand GHD website. What's more, it was having a sale.
Mrs Bicknell, noting a "100 per cent customer satisfaction" stamp, selected a GHD salon styler for the bargain price of $170 - a saving of almost $200.
But, as she would discover, GHD doesn't do dirt cheap. When a parcel arrived two weeks later, the packing slip stamped with "Shanghai, China" seemed slightly strange, as did a tacky underwater watch enclosed as a gift.
But, on opening the contents, she felt reassured by the official GHD hologram on the inside of the straightener.
"Absolutely everything about it looked legitimate. It also recommended I register the straightener online, and gave me the 0800 number for New Zealand GHD. It wasn't until the registering number didn't match up that I realised it was a fake."
Determined to get a refund, she emailed asking for the 30-day money back guarantee the site offered. Six emails later without a response has left Mrs Bicknell positively peeved.
"I'm really, really annoyed. I still paid $170. They've done a bloody good job of copying it. But I have noticed it's not the same to use."
Unlike a genuine GHD, which eradicates frizz with a single stroke, Mrs Bicknell's dodgy tongs create a static effect.
Advised by GHD not to use the straightener because of possible electrical faults, Mrs Bicknell is not sure what to do next. "I can't sell it. It wouldn't be ethical," she says.
It seems Mrs Bicknell can only warn others of the curly scheme.
Julie Allan, spokesperson for Consumer Affairs New Zealand says the old adage applies: "If it sounds too good to be true, it probably is. Unfortunately, if she has purchased from an overseas website, New Zealand consumer law doesn't apply."
The public relations consultant for GHD New Zealand, Murray Bevan, says counterfeits have been around ever since GHD launched. "They are aware it happens. They are always apologetic if people get stung," he says. "They want to make their product as exclusive as they can."
As well as registering a GHD item's serial number, the official GHD website provides a "beware of fakes" check-site and lists the top-20 fake GHD sites.
Mr Bevan says there are some basic points to look for when buying a GHD.
"They are very rarely discounted and only stocked in premium salons. You will never see GHD for sale in the supermarket or at a chemist," he says. "If you do see one that's really cheap, alarm bells should start to ring."
Tangled web
The Ministry of Consumer Affairs recommends these basic steps for buying goods online:
- Compare retailers' prices. If something's super-cheap online, it probably isn't the real deal.
- It is a good idea to contact online retailers directly and ask about products if you are dealing with them for the first time. Steer clear of retailers who refuse to provide contact numbers or addresses.
- When shopping online, make sure the retailer uses a secure payment system. This can be identified by a lock icon in the window of your browser, not on the web-page itself.