Product: Esalon Customer Care Clear all filters (8 of 16 reviews match)
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Product:
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
  • Convenience
  • Color variety
Cons
  • Customer service is robotic or condescending not helpful
  • Dismissive
  • Offered to reformulate but wouldnt answer my questions
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
4.9
Details
eSalon left a message on my account to call them before they would process my order any further. I called them & we went through what I was trying to achieve, the colourist explained that I would not be able to cover the highlights with my preferred colour without it...
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1 comment
Evy
#1357453

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.

Review
#1082489 Review #1082489 is a subjective opinion of poster.
Service
Esalon Customer Care
Reason of review
Good customer service
2.8
Details
I liked esalon when I first tried it out but the customer service turnaround was terrible. I like to stick with the same person with my hair just as I would at a salon but every time I ordered it was someone new who didn't know my history and told me something...
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1 comment
Evy
#1331974

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.

Review
#1049736 Review #1049736 is a subjective opinion of poster.
Service
Esalon Customer Care
Cons
  • Color did not last and cover greys well
Reason of review
Poor customer service
Preferred solution
Buying another store brand
1.0
Details
Horrible and bloody rude! I just received a call from them and the lady kept talking over me, the entire time I spoke! The product immediately hardened my hair and dried to it horribly.
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1 comment
Evy
#1265786

We truly apologize for your experience. We’re also concerned about the condition of your hair after using our product.

Please call us toll-free at (866) 550-2424, 8:00 am – 6:00 pm, Pacific Time, Monday through Friday, at your earliest convenience to discuss how we can best assist you, per our Satisfaction Guarantee.

Review
#985174 Review #985174 is a subjective opinion of poster.
Service
Esalon Customer Care
Reason of review
Poor customer service
1.0
Details
I had placed an order originally to try the product out.and they wanted to auto send, which I delayed until I determined how the product works for me. I din't care fr it so I CALLED IN to speak to someone since the site was not friendly to cancel the auto-ship/account....
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5 comments
Anonymous
#1278788

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

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Review
#981264 Review #981264 is a subjective opinion of poster.
Service
Esalon Customer Care
Reason of review
Return, Exchange or Cancellation Policy
Loss
$5
Preferred solution
Full refund
2.0
Details
I received an email promotion for additional products (have used eSalon for a few months) and thought I'd give them a try for the price (3 for the price of 1! Within 3 days of shipping the promotion, they shipped another 3 bottles AT FULL PRICE When I called to...
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1 comment
Evy
#1257957

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.

Review
#975966 Review #975966 is a subjective opinion of poster.
Service
Esalon Customer Care
Pros
  • Color results for the most part were fine
Cons
  • Return and refund policy
  • Doubt i will receive refund and i will also not have product
  • Very rude customer service
Reason of review
Poor customer service
Loss
$80
Preferred solution
Send postage paid return label. I do NOT trust you with "Return to Sender" as instructed by customer service rep.
1.0
Details
I've washed my hair six times, including twice with dish soap, and I still can't get the product out of my hair.It's gummy, nasty, sticky and comes off on towels, paper towels, tissue. I called customer service, which was useless. Instead of a colorist coming on the...
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3 comments
Anonymous
#1311858

Same, it was the most gross hair dye I have ever used. Wish I would have read reviews before I tried it.

After I used it, I thought was it old?? Did this just happen to me?? Then I found this website and lo and behold I'm not the only one. And all the company says is to use clarifying shampoo???

What kind of lame excuse is that?? They also put me on auto-ship and charged my credit card with no prior authorization.

Which I also read is a problem for other customers. Horrible company!!!

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Review
#877083 Review #877083 is a subjective opinion of poster.
Service
Esalon Customer Care
Cons
  • Color remaining on my hair
  • Inability to remove color from my hair
  • Customer service
Reason of review
Poor customer service
Preferred solution
Professional restoration at salon
2.0
Details
I posted a review about how very rude the customer rep was to me and never got a reply of any kind- also never got another delivery from them!! The haircolor was great though-
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1 comment
Evy
#1188175

While you enjoyed your eSalon custom hair color, we apologize for not following up with you regarding your review. We would welcome the opportunity to make it up to you and look forward to discussing your delivery schedule along with any other concerns you have. Please email us at help@esalon.com for personalized assistance.

Review
#866170 Review #866170 is a subjective opinion of poster.
Service
Esalon Customer Care
Cons
  • Rude customer service rep
Reason of review
Poor customer service

Contact eSalon Customer Service

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

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