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February 09, 2011

Update on L'Oréal Féria Power Reds in R37 Rich Burgundy


Monday, I have shown you the results of L'Oréal Féria Power Reds in R37 Rich Burgundy:


As a box of Féria haircolor costs $12.99+, I was expecting better results. That's why I finally decided to contact L'Oréal Customer Care.

Here's the email I sent them the day before yesterday (I didn't copy-paste it because I wrote to t:

Hi,


I'm very, very disappointed by L'Oréal Féria Power Reds. I have bought two boxes in the shade R37 Rich Burgundy, and I was very excited at the thought of having finally found a hair dye designed for brown and black hair. But the results totally disappoint me, as the hair color only shows up at my roots. 

I finally found the problem after reading the instructions on the box for the third time:


I'm bilingual, but my mother tongue is French, so of course I will read the instructions in French first. But, in French, you have omitted to say that this hair dye is recommended on medium brown to black natural haircolor.  

This is a total waste of money, and I hope this mistake will be fixed to avoid further disappointements. For now, I'm not sure if I will buy L'Oréal hair dye again in the future.

Sorry if I sound rude, but I was really disappointed and frustrated. I was expecting so much more from L'Oréal.

Here's the answer I got from them in the afternoon (that was quick!):

Madam,


We would like to thank you to have taken the time to share your concern with us.


At L'Oréal Paris, we are proud of the quality of our products and we take our customers' comments very seriously. We are sorry to learn that Féria #R37 Power Red Blowout Burgundy didn't satisfied you entirely.


We would like to help you rectify the situation. To proceed, we need important information that is not included in your email. We invite you to communicate with us at the following number.


Yours faithfully,


L'Oréal Canada
1-888-456-7325

Yesterday, I called them.

The lady asked for the reference number in the email and opened a file for my complaint. She asked for my mailing address and told me she would send a gift certificate, but only for this time, before explaining to me why the dye didn't show up on my hair. I calmly explained her that I already knew that lighter hair dye wouldn't show up on dark hair, but the point is that the word "natural" has been omitted in the French instructions, and I call this false advertising. She didn't seem to care and just repeated why the dye didn't work and that it will be the only time I will be able to receive a gift certificate. She wasn't rude but I could sense that she was becoming a little impatient, and before getting angry myself (I'm pretty good at that), I politely thanked her, wished her a good day, and hung up.

That's great that they offered me a gift certificate, I wasn't expecting this. I just wanted to point them the mistake so that they wouldn't have problems with other customers complaining for the same thing. Too bad they didn't listen. Anyway.

13 comments:

  1. Wow thats weird, but nice for you! If they decide to change it, it will codt them a lot more i guess than to give some people a free certificate! But still, you did the right thing :) i love ur blog! :D

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  2. Totally with you on that one! she could have at least thanked you for pointing out the omission!
    Nice of them to send a gift certificate but they didn't address the problem.

    As for your hair, yep sadly nothing will really make it red (I am in the same situation as you..dyed my hair darker now want it red again...only thing that will make that happen now is a bleach job first, then the red dye of your choice. I hate bleach so I remain two-colored lol

    FYI my favorite hair color is Garnier 100% color. Their reds are gorgeous!

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  3. I'm glad that you emailed them and brought this to their attention! It's too bad that when you called them, they weren't very helpful. Who knows though.. maybe they will change the French instructions in the future because of you :)

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  4. I hate when they dont listen! God for you remaining calm though :) I wonder how many french only speakers have been screwed over by them! x

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  5. I do like that they at least answered your email & tried to satisfy you...albeit not an appropriate response, but at least a response. That is some points in my book for sure.

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  6. The lady seems to miss the point. Luckily they compensate you with a gift certificate. They should rectify the instruction/description at least for the next production batch.

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  7. That's bad of them to leave it out. How disappointing for you x It can take ages to dye your hair at home properly by yourself and it's frustrating when you only get minimal results. Glad they're sending you a certificate - it's better than nothing I suppose! x

    Catherine x

    www.beautyblogbycat.blogspot.com

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  8. Salut Gaby!

    C'est cool que tu leur ai fait part du probleme! Pour ce qui est de la dame au telephone, je la trouve un peu bucke! Haha! Jimagine que si elle parlait une autre langue elle comprendrait!

    Jte disais dans mon commentaire hier que je trouvais ce genre derreur souvent. Ici en Europe, c'est souvent ecrit dans 10 langues differentes, et comme je parle francais anglais espagnol et un peu allemand, je comprend un peu les differences sur les etiquettes! Ce que jai trouve le plus curieux, cest lorsque les informations nutritives changent d'une langue a lautre! Jcomprend pas en quoi un produit peut avoir 100 calories en italiens et 150 en francais! Hahaha!!! Si jamais jle retrouve jessaierai de mettre la photo sur Facebook!

    Bon weekend!

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  9. @Anonymous: T'es cute bébé (=

    @Macbella2: Yes, I thought that was a little rude, and she made me feel like a noob, but I've been dying my hair since I'm 16! I've had bad experience with the red hair color from Garnier 100% color, they tended to turn orange too quickly x=

    @Susalie: That's what I hope! If not for me, at least for future customers!

    @Adrienne: I mean, THEY asked me to call, and that's how I'm treated? Anyway, I guess that's good that they offered me a gift certificate though.

    @Tracy D: Yes, you are right. I'm please with the answer and the gift certificate, but I was doing this for future customers. Too bad for them, I guess z=

    @Pepper: Yes she did. It wasn't really a complaint, I was just trying to make them understand why I wasn't happy with this hair dye. I know it would be a lot of trouble to rectify the instruction, but still, she didn't even seem to listen to me!

    @Catherine: Yes I'm happy they have offered me a gift certificate a least. I was a little mad )=

    @Ms Bubu: Je n'ai pas l'habitude de me plaindre pour chaque produit qui ne fait pas mon affaire (il y en a pas tant que ça ahah!) mais là, je trouvais que c'était de la fausse publicité, et je trouvais ça important qu'ils prennent conscience du problème. Mais bon, tant pis pour eux, moi j'ai eu ma leçon.

    Quoi, c'est bien stupide des erreurs de calories ahahah! Mais oui, j'ai vu beaucoup d'erreurs de traduction assez drôles!

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  10. Hmmm. Well, it's a good thing they got back to you and it's great that they offered a gift voucher. But, it kind of seems like they are just trying to pacify the situation, instead of trying to fix it. I suppose there is nothing they can do about the boxes that are already on sale, but hopefully they can change the ones that will be printed in the future.
    prettyinthedesert

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  11. @prettyinthedesert : That's exactly how I feel. I don't think they will change the instruction on the box, the lady didn't seem to care z=

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  12. Brilliant blog, I'm following!

    Last chance to enter my giveaway:

    http://thoroughlymodernmilly5.blogspot.com/2011/01/giveaway-be-my-february-girl.html

    xx

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  13. @Milly: I'm glad yopu like it, thanks!

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