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Poor cusotmer relations | eSalon review

2.8
Details
This is the second time I have tried Esalon. Just discontinued with them AGAIN for the same reason. Customer relations had to be called as my email was not handled in a timely fashion. Then service person refused to give me 2 kits at the same time though I am going out of the country. That allows them to charge 5.95 for shipping x 2! What a racquet and a pain. Any communication has been a hassle.
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Review
#1767237 Review #1767237 is a subjective opinion of poster.
Pros
  • Ease for home care
Reason of review
send 2 color packs at once!
Preferred solution
I won't be using you guys after a second try with your service being poor; will be stopping my payment to you

Greasy hair | eSalon review

2.6
Details
Awful - my hair is all greasy/gummy after washing with shampoo twice. Will not re-buy.
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Review
#1493637 Review #1493637 is a subjective opinion of poster.

Greasy | eSalon review from Grand Rapids, Michigan

2.8
Details
I love the color but my hair gets so greasy from this product and it takes weeks to get back to normal. This was my second time using it and im not happy
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Review
#1452879 Review #1452879 is a subjective opinion of poster.
Product
Esalon Hair Dye
3.1
Details
I don't know what happened to my hair, but upon rinsing, the pproduct felt like gummy, STICKY WAX!! I can't get it out!! I couldn't even get it off of my hands?! What do I do????
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7 comments
Anonymous
#1528866

I have the same problem with excessively gummy hair. eSalon has been responsive but they only sent me another order that left my hair even gummier than the first.

I washed it three times the first day and twice the second day and its still really gummy on the lengths (my hair is waist length.) I'll try the backing soda but have little hope that this will work.

Why do thy keep producing a product that is so sub-par? The old formulation was terrific.

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Review
#1238573 Review #1238573 is a subjective opinion of poster.
Product
Esalon Hair Dye
Reason of review
Bad quality
2.7
Details
I've honestly had better/healthier results with boxed dyes I regretfully give this review as I was very excited and hopeful to try esalon. The deliverance of the supplies and packaging/display was great. The colorist accepting my color requests and modifying...
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1 comment
Anonymous
#1565583

Just used for first time and my hair feels sticky and waxy ??Wont wash out.Help!

Review
#1207429 Review #1207429 is a subjective opinion of poster.
Product
Esalon Hair Dye
Reason of review
Bad quality
2.5
Details
I've been coloring my hair for 30 years. This is the first time something like this has happened. I have a heavy, waxy residue on my hair. It looks terrible. I can't style it as it's too waxy. I've washed it several times and it still remains. I ended up googling the...
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2 comments
Anonymous
#1666679

Baking soda. Done.

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Review
#1176911 Review #1176911 is a subjective opinion of poster.
Product
Esalon Hair Dye
Reason of review
Bad quality
Loss
$15
Preferred solution
Full refund
2.6
Details

Update by user Oct 23, 2017

I heard from esalon today, and they told me to do a strand test. If I don't like it, they will reformulate for free.

Fine.

And that would be easy to go, oh they did right by me. But it took 4-5 emails (I lost count) to get them to answer my question about what tones...

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2 comments
Evy
#1383376

Hi tiffin2la,

I'm Monica, eSalon's Director of Customer Service.

We are so sorry that you felt you had to go the extra mile and sincerely apologize for your unhappy experience with our service.

Thank you for sharing your feedback. It is deeply appreciated and will help us improve.

While we’ve formulated over 150,000 custom-blended hair colors to date, the color swatches on our site only show some of our most popular colors. Due to the amount of custom colors we are able to create, we are unable to provide swatches for all of the nuanced color variations that we offer.

Your color happiness is important to us. To ensure you receive a personal color consultation next time, please email your full name and email address used to create your eSalon account to help@esalon.com to my attention so we can follow up with you.

With kind regards, Monica D. Higgins

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Review
#1117813 Review #1117813 is a subjective opinion of poster.
Service
Esalon Customer Care
Pros
  • Pricing
  • Product
  • Color variety
Cons
  • Dismissive
  • Offered to reformulate but wouldnt answer my questions
  • Customer service is robotic or condescending not helpful
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
3.1
Details
I have been using eSalon for 6+ months now. Over the last several months of using eSalon, I have had significant hair loss directly related to the product. I carefully follow the directions, and have never had this issue/reaction to other hair dyes (both professional...
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2 comments
Anonymous
#1373265

omg thank you. I suffer that any way and don't need additional help

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Review
#1105657 Review #1105657 is a subjective opinion of poster.
Product
Esalon Hair Dye
Cons
  • Significant hair loss
Reason of review
Bad quality
Loss
$75
Preferred solution
Full refund
Tags
  • hair loss
2.6
Details
I used Esalon to color my hair and followed the directions. I was so excited to have a new color and a kit made just for me. But when it came time to rinse I noticed my hair felt like gluey, half-set concrete. I rinsed a lot to get it out but was immediately worried...
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2 comments
Guillaume
#1373277

I want to thank the Director of Customer Service at eSalon for reaching out to me. Although she and I talked we were unable to determine the cause of the hair damage other than the possibility that it had not been rinsed as thoroughly as I thought.

Anyone using eSalon please rinse, rinse and then rinse some more. They are sending me a check to cover the cost of my haircut.

I am pleased that they followed up with me. Sometimes a customer just wants to be heard and that makes all the difference.

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Resolved
Review
#1102285 Review #1102285 is a subjective opinion of poster.
Product
Esalon Hair Dye
Pros
  • Color results
Cons
  • Having to cut 3-4 inches of my damaged hair off
Reason of review
My beautiful hair is beautiful no more
Preferred solution
Let the company propose a solution

Contact eSalon Customer Service

Website:
Mailing Address:
1910 E. Maple Avenue
El Segundo, California 90245
United States
Phone:
(866) 550-2424
All eSalon Contacts

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Latest Question

eSalon Questions
2.8
Details
I love the product. But their website and customer service have made me go elsewhere. You can't change your profile once you have completed it. You can't order more than one choice of hair color. Once you have placed an order, you can't change your haircolor choice...
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4 comments
Anonymous
#1355997

I read your reviews, and I did not like them. Please delete all my info and profile.

Do no send anymore emails. Thankyou!!

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Review
#1079442 Review #1079442 is a subjective opinion of poster.
Product
Esalon Website
Pros
  • Product
Cons
  • Customer service and their website
Reason of review
Poor customer service
Preferred solution
Allow customers to change their profile, get a more friendly user website.