I have been using L’Oréal hair colour for as long as I can remember, and I am 65 years old, so I know very well how your products usually perform. Recently I bought L’Oréal Excellence hair dye in the dark blonde shade in its new packaging, and I have now had serious issues with it on two separate occasions. The first box was purchased on 1 February and the second on 21 February from Tesco in Trowbridge. When I used the first box as I normally do, I immediately noticed that the consistency was much thinner than usual and that it gave my hair a red tint while I was applying it. Within less than three weeks, a lot of my grey hair was already showing through again, even though I usually only need to dye my hair every seven to eight weeks. Assuming it might have been a one-off, I bought another packet of the same shade, applied it in exactly the same way, and the same problem happened again. There were no other changes or variables on my side. I applied the dye properly as I always do, and there was no change in my shampoo, diet, exposure to strong sunlight or anything else that might affect the colour. For this reason, I believe there is clearly an issue with this particular product or batch, especially as the packaging is new and the formula and texture seemed different. I called L’Oréal customer service today to report this problem and was told I should speak to the store manager at Tesco. However, the issue is with the L’Oréal product itself, not with Tesco, and I do not consider it reasonable to be passed back to the retailer without any investigation or acknowledgment from the manufacturer. I was particularly disappointed that I did not receive an apology or an offer of refund at the very least, despite my long-term loyalty to the brand. I am requesting that L’Oréal investigate this issue with the L’Oréal Excellence dark blonde dye in the new packaging and provide me with a refund for both faulty packets, as well as for the additional box I now need to purchase because the colour has not lasted. I would also appreciate a clear explanation of what has changed in this product and reassurance that this problem will be addressed so that long-standing customers like myself can continue to use L’Oréal with confidence.
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