Esalon Customer Care Reviews and Complaints
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- Most helpful reviews first
eSalon in Florissant, Missouri - Need price for one of your items
- Pricing
- Ease of use and great color and coverage
- Personalized product
The eSalon.con do not care about the complains!
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...
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
- Pricing
- Convenience
- Color variety
- Dismissive
- Offered to reformulate but wouldnt answer my questions
- Do not value customers anymore
I've been a customer for years. I've had a couple of issues which were not the fault of eSalon but they rectified the problem immediately.
My hair feels healthier than when I used drugstore color, and it doesn't smell like ammonia when I'm done. I'm very pleased with this company.
We appreciate you taking the time to share your eSalon experience. We fully understand that it can be unnerving to read unhappy reviews, especially after ordering a product or service for the first time.
Your hair color happiness is our number one priority. So, if after speaking with you we discover that were unable to achieve what you really want, well let you know. Our clients really appreciate this honesty. While we don't want to lose you as a client, we certainly dont want to send you a hair color that isnt going to deliver the color results youre looking for.
We are thrilled to hear that you were so happy with your customer service experience that youre going to come back to us to maintain your color once your highlights have grown out.
We look forward to crafting your custom color in the future! As always, please dont hesitate to reach out should you have any questions.
We’re deeply sorry to hear that your customer service and hair color experience was less than satisfactory. eSalon takes customer satisfaction very seriously and is truly committed to delivering a great client experience.
Since you were not 100% satisfied with your color, we'll gladly provide you with a complimentary reformulation or a refund, per our Satisfaction Guarantee.
Please email help@esalon.com with your name and account information with “Attn: Monica D. Higgins” in the subject line so we can assist you further.
- Color did not last and cover greys well
What is their number? I cannot locate it. The 2nd shipment was scheduled for February and has arrived already....before I have even tried the first product sent!!!
bonnwalk51@gmail.com
Hi Lucinda - We’re so sorry to hear about your customer service experience. We apologize for any confusion caused as a result of being enrolled in both The Match-Up (under a promotional offer) and the Hair Color Plan with hair care products at the same time.
While your subscriptions were cancelled per your request, we do see that you were able to write a review for our Big Softie product as well as the Hair Color Plan. We’ve left a message and welcome the opportunity to speak with you further to better assist you.
- Color results for the most part were fine
- Return and refund policy
- Having ability to write negative review removed from site
- Very rude customer service
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Forward your complaint to me victimnomore1@yahoo.com Let me know the Best # to reach you at,when you are available to speak witn me and Esalon Sorry this happened to you ,dispute it with your credit card company. VICTIMNOMORE