L'Oreal USA, Inc. Complaint - Horrible customer service
I too have had SEVERAL problems with LOREAL"s products and their (lack of) customer service. By now, I'm sure you have found a way to resolve this but I just wanted to add my 3 cents to this. In about 3 yrs. I have had THREE occasions where I felt the need to contact LOREAL regarding a product.
One time it was the "PURE ZONE" line which I bought in it's entirety and gave me pimples and bad skin, once was a temporary hair color which did not work (I have naturally blond hair and was looking for a temporary RED, I got ZILCH), and once was a MATRIX hair creme for curly hair which was ridiculusly expensive and did not work as it "claimed"(Matrix is part of LOREAL which I only found out later). Anyhow, on EVERY occasion I contacted them via email.I did a yahoo search for the company or particular product website and used the "contact us" form or
retrieved an email address and sent my comments. On EVERY occasion it took at least 5 emails to get a response. I quickly learned to save copies into my email program for future reference so I wouldn't have to retype the inquiries again.
ON EVERY OCCASION the first response received was UNHELPFUL or UNRELATED to the issue and most likely computer generated. Then after several more emails on my part I would finally get a HUMAN response giving me a toll free number I should call. On my first occasion upon calling the toll free # and providing the reference # in my email, I was put on hold for at least 20 minutes then asked to REEXPLAIN the ENTIRE situation at hand. I wound up getting very nasty and asking for a manager since I could not understand why they would have en email "contact us" link for customer service if they are only going to have customers waste time writingd etailed inquiries and then STILL have to call for help and re explain everything they already stated in the last 10 email inquiries. You get where I'm coming from? I must have wasted a good 6-8 hrs. of time on this matter looking for a refund of the 3 PURE ZONE products. So, they asked me to return the unused or empty bottles of product to them for a refund. I demanded a postage paid mailer up front which they tried to get out of, but after much persistance, they sent it, I sent them the bottles and got a refund (about $25), still not sure if it was worth all the time I wasted.
So, when I had the 2nd problem with the hair color and sent 7 emails and got no response and when I finally did, they told me to call, I sent the nastiest letter to "ATTN:SUPERVISOR" explaining my previous situation and how I did not have time to call and stay on hold, etc. etc..After much back and forth and no help from them, I wound up having to call, only this time when I was asked to RE EXPLAIN the matter, I refused and told the REP to read the email. Just to reinforce to you how UNQUALIFIED the customer service reps are, listen to the advice she gave me after reading my inquiry. My inquiry CLEARLY and in DETAIL explained how I have naturally light blond hair, I never dyed it before and I was feeling bold & brave when I bought this RED temporary hair color (lasts about 1 month as per LOREAL), I bought temporary since I did not want to change my nice light blond hair for good and this was a first time dying experience for me. I asked for a refund since it did not work and an explanation, since according to the box of dye, it showed a picture of my exact hair color and showed a picture of the results I could expect, the exact RED on the box, since my hair was light it should have provided an exact match and easily turned RED. So, the REP says "would you like a replacement or refund", I say "well, it didn;t work the first time so why would I want a replacement?" She answers "I would suggest you use " so and so" (a different color) permanent dye to get lighter results" I said "lighter results?" She said "yes you should use (some blond color) in "temporary" in order to get your hair lighter". Ok, do you see where I'm going with this? What the heck was she talking about? I had this big argument with her since she was obviously oblivious to the fact that I was going from blond to red not from red to blond and this just shows how dumb they are, in the end I took the refund check.
For my last problem with the MATRIX product, this is the only time it took less than 5 emails and no phone call on my part, maybe the MATRIX staff is a LITTLE more qualified. For this situation, I sent an email via the MATRIX website contact form. I immedietely got a confirmation stating I would get a response soon. 2 weeks later I resent the inquiry and finally got a response saying I should call their toll fre number for further assistance. At this point I still had no idea this was actually LOREAL but since I have had issues like this in the past, I responded stating that I did not want to call nor did I have the time to call M-F 9-5 since I too work and cannot make this phone call at work, I stated that I was very clear in my email and if they needed furtehr details please let me know. I also stated I would be willing to accept a refund or a replacement MATRIX product since I do like other items in their line. Within a week or so I got a response saying they would respond to me via postal mail and in about 4-6 weeks I got a check from them and an apology letter and the check was from LOREAL. How ironic. I know this was very long and boring but after these LOREAL experiences I have made it a point to get the word out as you did and make this matter known as I told them to potential customers.
My only problem now is that a month ago I bought that LOREAL microdermabrasion kit for 25 dollars and it sucked!! 2 weeks into it, I sent them a complaint but I told them I owuld continue use and wait for improvements but now I am almost finsihed with it and it did nothing it claimed. I am currently debating if I should waste the time trying to request a refund or just take it as a loss. Some might say, why do you keep buying their products? The reason is that they do have SOME good ones and every time something NEW comes out with FANTASTIC claims & promises I am tempted to try them, only 3 out of 5 times I am disappointed.
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