Complaints

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 products from Arctic Fox. I have used them in the past. The products I received did not perform up to the standard that I have experience in the past or as they advertised. They have not provided a person that I can speak with directly and customer service refuses to refund my money. I have provided all correspondence in screenshots.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/10) */ This customer reached out to us on April 17th, 4 pm, saying she was unhappy with the way 2 of the colors from her order of 4 appeared on her hair. We replied to her on April 18th, 10:25 am, letting her know we would be happy to help troubleshoot what might have gone wrong with her application of the color. She replied back saying she "followed the instructions perfectly". She sent pictures of her hair before applying the dye as we requested. Her hair was a dark blonde before applying the color. We replied to her that - per our website - the pastel color that she chose and was unhappy with must be applied on platinum hair in order for it to show up. We say on our website "pre-lightening is a must". We sent her the website info and let her know that we also say on our website to test the color on a strand first in case it doesn't come out the color you would like. Then you can add another darker color if needed to make it show better. She replied that she was not happy and just wanted a refund. We let her know that the color was not a quality control issue and instead due to many factors that can come into play - the most important being her hair was not light enough when she applied it. We gave her multiple suggestions on how to make this pastel color work on her darker hair - below are just a few of the emails we sent her: I know you are a pro with using our dyes, but could you also double check our application tips below and let me know if anything here might have caused an issue? To start, make sure the hair is washed with shampoo only (no conditioner, toner, gel, etc) and fully dry. Its best to do this the same day as applying if possible! Next, heavily saturate the hair with color and use heat for about 15 minutes. After this, be sure to leave the color on for at least 30 minutes, though 1-2+ hours will help greatly in the color taking well. Some customers like to leave our color on overnight even! Lastly, rinse the color out with cold water only and try not to wash the hair (with shampoo or conditioner) for at least 24 hours. This will help ensure the color takes as best and as vividly as possible! All of the shades listed above that you have used before are some of our highest pigmented dyes. Both Violet Dream and especially Girl's Night are not as pigmented which may be why you had a different experience with them. Girls night is a pastel shade that needs to be applied on a level 10 base (platinum/white) in order to get color pay off. If you had applied Violet Dream on the natural regrowth of your hair, that may be the cause of it washing out quickly. If your husband is able to pick up a Purple AF for you though, that should give you more of an even coverage since it is our top recommended shade for unbleached/dark hair. With less pigmented shades like these, looking into a color sealer may be a good investment to help lock the color into your hair! Thank you! Based off the photos, I can see that your hair was about a level 8/9. As mentioned previously though, the base was not pre-lightened to the platinum/level 10+ which is best for a low pigmented pastel like Girl's Night to adhere to. I've attached a photo of the ideal platinum base for lower pigmented shades such as these. Thanks for your reply, *******. I'm sorry but as ****** explained, we do not issue refunds for used bottles. As mentioned on our website, Girls Night is a pastel so pre-lightening is a must. Mixing in a more pigmented color can also be helpful for pastels if you don't pre-lighten. I'm sorry that Violet Dream did not stay in your hair as you had hoped. There are many factors that can play into this . . . the porosity of the hair, the coloring process followed, base color in conjunction with the desired color; hair care, environment etc. We always suggest testing it on your hair first so that you know exactly how that particular color will do with your hair type and base. We do recommend using very cold water for the rinsing - and not shampooing for a few days. And, as ****** mentioned, a cuticle sealer can help if your hair is not accepting to the dye in your test strand. Also, keep in mind that some hair sprays or products that can be activated with water may cause the color to come out right away.

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