As a loyal consumer of Garnier products for many years, I recently decided to give their new range, Garnier Good, a try in hopes of achieving salon-like results from the comfort of my own home. However, what followed was a frustrating ordeal that left me deeply dissatisfied, not only with the product itself but also with Garnier's customer service.
I opted for two shades initially, the 9.1 Vanilla Blonde. I was disheartened when it failed to make any noticeable difference to my hair. Hoping for better luck, I then tried the Chamomile 10.14 shade, purchasing two more tubs. While it did lift the colour slightly, it fell short of expectations, especially considering the hefty price tag of £12 each. Additionally, the application process was messy, adding to my frustration.
Additionally, I purchased a shade 7 to cover any greys, assuming it would provide a natural base colour. Unfortunately, the result was brassy roots, forcing me to run to the supermarket for something to cover the mishap, a frustrating and unexpected expense.
Seeking to provide constructive feedback rather than resorting to negative reviews, I reached out to Garnier via email, expressing my disappointment and suggesting that their new product line may need adjustments, both in formula and pricing. However, what followed was an interrogation-like response from their customer service team, demanding proof of purchase, including receipts and photographs, as if I were a suspect in a crime.
Garnier bombarded me with requests for proof of purchase, demanding photos of receipts or the empty tubs, along with dozens of questions about how I applied the product and where I had purchased it. The insistence on before-and-after photos of my hair was particularly absurd, as if I had foreseen the disappointment and documented it accordingly. Despite my attempts to cooperate, explaining that I didn't keep grocery receipts, they then requested bank statements, which I was going to send but then thought, "this is futile, they can only see a grocery total".
Garnier remained adamant in their demands. Eventually, out of sheer frustration, I retrieved the empty tubs from the bin and provided photographic evidence, only to be met with further demands of proof of purchase. Even after retrieving the tubs from the bin, Garnier refused to entertain any resolution without what they deemed "actual proof of purchase." What's more frustrating, was their assumption that I was seeking a refund, I never had requested one as my feedback was primarily about product improvement, this only added insult to injury.
Furthermore, upon further investigation, I discovered that many of the glowing reviews for Garnier Good were sponsored or collected as part of a promotion, casting doubt on their authenticity. It's disheartening to see a brand resort to such tactics, especially when genuine customer opinions are disregarded and dismissed.
What is particularly disheartening is Garnier's disregard for genuine customer feedback. Instead of acknowledging valid concerns, they seem more focused on protecting their bottom line.
In conclusion, my experience with Garnier Good not only left my hair in disarray but also soured my perception of the brand as a whole. Their appalling customer service and disregard for loyal customers' feedback have led me to reconsider my allegiance to Garnier altogether. If Garnier wishes to retain its customer base and uphold its reputation, a thorough review of its customer service practices is urgently needed. Until then, I'll be exploring alternative options for my hair care needs.
