J S.

While there was nothing wrong with the product itself, where this company lets itself down is with their poor customer service. Like too many British companies, they seem to have absolutely no concept of how decent customer service can actually increase their sales. I paid 11 euros for my initial hair dye, was told nowhere that this was an introductory offer, then when it was time to order the next one, was informed that it would cost 29 euros - so almost 3 times as much. When I commented about this to them, the same people who had been sending me fake friendly emails asking me to tell them what I thought of the colour, were now unresponsive. Truth be known, this should have been an opportunity for someone from their staff to communicate with me, and maybe convince me of why, even at the greater price, their service/product was worth it, but I got nothing. When I commented a second time, basically stating that their lack of communication meant that I would be unlikely to recommend them to a friend, I still got no response. A company with good customer service could have possibly kept me as a customer. Instead, I will never order from this company again.
UPDATE: Possibly because someone from esalon has read this review, I've just today received an email response to the very first message I had sent them 1 1/2 weeks ago, wherein they seem to be taking the advice I wrote in this review above. While their response came a bit too late for me to completely change my opinion, I do appreciate the effort, and have raised my rating from 1 star to 2. Perhaps they'll turn things around. I do hope so, because their overall concept is good if they can make it work.