Esalon Customer Care Reviews and Complaints
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...
- Product
- Convenience
- Color variety
- Customer service is robotic or condescending not helpful
- Dismissive
- Do not value customers anymore
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
Thank You for Your Submission
Your comment is successfully posted.
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