Grace D.
Cleveland, OHMember since May 2020

Reviews (1)

    • May 29, 2020
    • Verified Reviewer


    Terrible service for a loyal long-time customer

    • Length of Use: 2+ years
    Overall Experience:

    I was a long-time loyal customer since 2013 (7 years). In my last order I requested a slightly lighter color. No one warned me the gray wouldn’t be covered by the lighter color. I dyed my hair to discover my 7-year-old say she could still see my gray hair. The hair dye did not get to its usual dark color during processing. Something was wrong with the formulation. When I contacted eSalon, I was told the lighter color should have covered the gray and that I didn’t follow the instructions, so that’s why it won’t come out right. I followed everything exactly as the instructions stated. I have been doing this for 7 years. I was told nothing could be done because they had already given me something complimentary in the past due to a gray color issue. It wouldn’t have been a big deal except that the formula wasn’t the same, didn’t turn dark like normal, and it absolutely didn’t cover the gray after I left it on for 30-35 minutes!

    I am appalled that a loyal customer means so little. I have never asked for a credit in the past. I have never complained to them until now. The customer service agent, Karen, was unhelpful! I warn you that your loyalty means nothing to them and the formulation is not consistent as of 2020. I am going to Madison Reed.

    Pros and Cons:

    • No “pros” were specified in this review
    • Terrible customer response
    • Doesn’t care about loyal customers

    Bottom Line: No, I would not recommend this to a friend

    3 people found it helpful

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