Reviews (1)

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.