L’Oreal complaint - customer service

Today is 5/31/2011 (Tuesday). I called L’Oreal at 1-888-237-8954. The call lasted 24 minutes and 11 seconds.

If I recall correctly, I think I talked to a “Barbara”. To say in the possible nicest way that I can…She was RUDE, annoying, irritating, condescending, patronizing, insinuating! She told ME and I quote that I “CAN’T COMPREHEND” the words coming out of her mouth. She offered to refer me to a supervisor. She offered to repeat the words that she just uttered. She also said that I may need to talk to a supervisor, so that their supervisor can repeat the words to me, except re-phrased differently. I clarified to her that I can completely and fully comprehend her and her words. I even recapped our whole conversation of her uttering to me that I basically cannot understand the words coming out of her mouth.

The whole time, she made it seem that I was too stupid to understand the words that she was speaking. She even had to reiterate (yes, reiterate) and repeat in a slow manner, the words that she had just uttered. I was treated like an inferior. I was subject to indirect ridicule and direct insinuations that I could not possibly comprehend her. I was treated in an indignant manner that should not be repeated EVER to anyone.

I recommend this employee to be re-trained, specifically in customer service. There’s the saying, “The customer is always right.” <I> am the customer. <I> am the consumer. <I> buy YOUR products. This employee needs a better understanding (and training), in how to effectively deal and communicate with customers in an appropriate and pleasant manner. And that includes treating the customer (ME!) with dignity, respect and patience.

She had NO PRDODUCT RECOMMENDATION at all for me. She told me that I had to “LOOK LIKE THE MODEL ON THE BOX!”. She told me I “can’t go from black to blond”. She told me what I CAN’T do. She was basically just saying no, No and NO. She told me I can’t get to a light brown (from black). She also told me I can’t lighten to medium brown (from black). She said the lightest I could go is a “DARK BROWN”. She said I’m going to turn my hair “black”.

I called L’Oreal because I had questions about a specific haircolor product. That product was “L’Oreal Couleur Experte 9.2, Cool Light Blond. I had questions about the developer volume for the shade 9.2 and other shades. I asked “Barbara” what the result will be (on my hair), if I use L’Oreal Couleur Experte 9.2. She said that this product will NOT work on my hair. She said I will NOT go blond. My plan is NOT to go blond, using the shade 9.2. I know that will NOT work. My plan was to use the shade 9.2 (blond) to get to an ashy medium/light BROWN.

For a company such as L’Oreal, I expected a lot more! I expected MUCH MORE from L’Oreal. From a company that is innovative and fashion-forward, I really expected more. This thought and expectation permeates through to the employees. I expect not just the products of this company, but also its employees to uphold their standards. The employee that I spoke to did NOT meet the standards that I had in mind from a great company such as L’Oreal! This has got to be one of THE MOST, if not the most UNPLEASANT EXPERIENCE I have EVER had from calling customer service. I am very, utterly, and extremely DISAPPOINTED in this company. My expectations have NOT been met. My answers have NOT been answered. My problems have NOT been solved.