Loreal Paris Excellence 5.11 Turned My Hair Black Instead of Extra Ash Brown

I bought L’Oréal Excellence 5.11 Extra Ash Brown to refresh the roots of my ombré blonde hair, anticipating a natural brown colour. However, my hair ended up completely black instead of brown. I was completely taken aback and profoundly distressed. I attempted to resolve the issue by using a lighter shade, thinking it might help, but unfortunately, it didn’t change anything. I find it puzzling that a product described as brown could end up being such a dark shade. I feel disappointed, as I relied on the brand for quality and precise outcomes. I’m requesting that L’Oréal take action to resolve this issue and provide a solution to my problem, or I will need to consider other options to address the matter.