The manager at the Walnut Creek store isn't very welcoming and application of the "gloss" is uneven/patchy. I tried the Concord branch for the first time today and am much happier with both the exper... See more
Company replied
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See what reviewers are saying
I noticed since using this product my hair falling out and thinning. There is also severe breakage, even went to my doctor, but found no medical issue. I then seen that Madison has a class action agai... See more
Company replied
HORRIBLE products. Shame on Madison Reed for marketing themselves as the better, healthier alternative to at-home hair coloring. My hair started falling out by the fistful after using Madison Reed. Ho... See more
Company replied
I had my hair done by Mika last Sunday and she did an amazing job. Absolutely loved it and recommend her for professional and amazing results .
Company replied
Company details
Information provided by various external sources
Professional hair color and hair color products with salon-quality results. See for yourself how Madison Reed is transforming the at home hair color experience.
Contact info
Shotwell St 430, 94110, San Francisco, United States
- madison-reed.com
1.9
Poor
377 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A friend of mine used Madison Reed hair…
A friend of mine used Madison Reed hair products. It gave her a really bad chemical burn. Her hair started to fall out and she was later diagnosed with Basel Cell Carcinoma. Has anyone had a similar experience or know anybody who had a cancer diagnosis after using this product?
11 September 2023
Do not join the membership
Do not join the membership. You are financially obligated for at least 3 months plus the fees. You are not told this when you join at a color bar.
10 September 2023
Unprompted review
Reply from Madison Reed
Hi Kerry, We're sorry to hear about your frustration regarding the details of our membership programs. The Limitless Pro Plus level is designed for the frequent guest and has the option to cancel at any time, while the Limitless Pro is made for the guest that visits less frequently for services and does require a 3 month commitment. We'd love the opportunity to improve your experience and your satisfaction so please reach out to us at 866-817-0814 or colorcrew@madison-reed.com so we can provide assistance. We look forward to hearing from you.
Save Your Money
I used the dark blonde and used it exactly as directed. This is the worst hair color I have ever used. My roots look the exact same, even after leaving it on for the extended time recommended. You honestly can't even tell I colored my hair. I have had way better results with a cheaper product. I do not recommend.
26 August 2023
Unprompted review
Reply from Madison Reed
Hello Leigh, we're so sorry to hear you didn't get the results we would hope for but we're here to help! We'd love to reconsult with you to get you the right color and application recommendations for your hair's starting point. We don't see an account for you in our system, so please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you and making this right.
Loss hair
I’m starting using Madison Reed root perfection in June 2023 (amazon) about a week later I noticed I was losing hair every time I brushed :((, I even start taking Zinc, in 8-16-23 I bought and suscribe in Madison website thinking is a good product , I’m in shocked now because still loosing hair I try to return the last products I bought and the system can not found my account, I want to believe Madison Reed so bad but is way to many people suffering for the same problem , I do not recommend this product. iliana Borges Suisun city Ca
27 June 2023
Unprompted review
Reply from Madison Reed
Hello Iliana, Thank you for contacting Madison Reed.
We're sorry to hear about your experience. When it comes to the condition of one’s hair, there are specific actions that may contribute to excess breakage (which can happen anywhere along the hair shaft from hair roots to hair ends). Some examples of common causes of excess hair breakage include: changing natural color by more than three levels, applying hair color repeatedly over previously colored hair, leaving the color on for longer than we recommend, over-manipulation of the hair during the hair coloring process, and applying color over certain types of previously chemically processed hair.
We have worked with an independent research and clinical board-certified dermatologist, Dr. Zoe Diana Draelos, MD to help us understand how to best care for your hair. You may find the following information from her helpful in answering your specific concerns: How to Care for Your Hair When Coloring
If symptoms persist we recommend you discontinue use and consult with a doctor because there can be various reasons why you are experiencing the symptoms that you are seeing. The full ingredient list for the products you used can be found on our website, but we have emailed you directly with the links for your reference.
Further account details and information is also included in the email we sent today, and confirmation of your order status as well.
We hope you find this information helpful. Please let us know if you have any other questions.
Increased frequency of monthly payments
My wife started a monthly subscription with fee in late September 2022 and they have been charging our card earlier and earlier every single month. In other words they withdraw our money out every 26 days, not on the same day each month..each withdrawal is 3-4 days earlier that the prior month. In July they actually charged the monthly fee twice (July 1st and July 31) we have already been charged 12 “monthly” fees in 10 months.They have also raised our subscription price randomly. My wife complained 4 months ago about an unannounced price hike and they refunded $5. Now I see they are doing it again. Buyer BEWARE. We are getting out from this shady company and telling everyone. All of our subscriptions and household bills are autopay but Madison Reed is the only one who has been ripping us off. Don’t give them your credit card.
30 July 2023
Unprompted review
Reply from Madison Reed
Hello M O'Malley, we apologize for your frustration around the billing cycle for the membership your wife has, and hope we can clarify this for you. Limitless Pro and Pro+ Memberships bill every 28 calendar days from the initial purchase date for a total of 13 payments per year. We did have an increase to the membership fee, and emailed all of our members to inform them of this necessary change. We know that there are many reasons emails are not opened on occasion, and are sorry that this seems to have been the case for you. We are transparent in our practices and would love the opportunity to answer any further questions you have in order to ensure you have all the information you need. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Madison Reed made my hair thin and scalp balding
In response to your reply below, when enough people find out about this and know what steps to take and file lawsuits...multi district litigation then you will be screwed. We won't stop the suffering of people by your deceptive marketing. Ethanolamine causes hair thinning and balding!!! Consumers consider yourselves warned and contact your STATE DOJ CONSUMER COMPLAINT SECTION AND THEN FILE A MED WATCH REPORT WITH THE FDA> GET LAB TESTS FROM A DERMATOLOGIST> DO WHAT YOU CAN TO STOP MADISON REED's RELENTLESS UNCARING!
I used the root touch up in March and the hair color 3 times since. My once thick hair is really thin with bald patches throughout. I am so upset. I contacted the NY attorney who handles the NY class action lawsuit. The CA Judge dismissed the case where the company is in San Francisco. The case is now in the Court of Appeals 9th Circuit. You can contact Carlos Ramirez at Reese LLP in New York. Also make a complaint with the Consumer Complaint Section of the Attorney General Office of the State you live in. Then file a Med Watch Report with the FDA. Dial 800-332-1088 listen to the recording and press the following promts 3 for File Report and the list of products come up Press 2 for Cosmetics and you should have detailed information to give them. Also would be helpful to see a dermatologist for your back up. Contact 60 Minutes online email form. People need to know that Madison Reed is deceptive with their marketing of a product I though would be better for my hair. Shame on them!
4 July 2023
Unprompted review
Reply from Madison Reed
Dear Lorrs Lovein, We're so sorry to hear about your experience, and would love to help. First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit this article https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss. As this article explains, hair breakage can occur with color treated hair, as the chemical reaction of all oxidative hair dye can compromise the protein structure of the hair shaft—the part that strengthens hair. Hair breakage occurs when the hair is weakened and simply breaks off. The hair is not actually falling out by the root. If you have any personal questions about your own experiences, please reach out to us directly at colorcrew@madison-reed.com.
Separately, we very much appreciate your reaching out about this important issue. We take your concerns and those mentioned in the lawsuit very seriously. Please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist with participants of various ages, ethnicities, hair types and colors. These products did not lead to any of the issues raised in these lawsuits. To the contrary, the study found they actually reduced incidence of these conditions, which is why we continue to wholeheartedly stand by our products and will be fully defending them in these lawsuits. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please read here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
Outrageous customer support
They raised their membership price without sending any notice. Just charged extra in the hopes I wouldn’t notice. But that’s not the worst part.
I actually saw a sign on the location and asked about what it means. They said it’s only for new incoming members and those who are already members will be grandfathered into the existing membership price they started with. In fact, the colorist convinced a lady to join before the price goes up so she can be grandfathered.
When I called their customer service to ask, I was dismissed by Marianna saying I got an email (which I did not) and that they only grandfather accounts from 2015 with the old price (bs). There was no arguing with her. She didn’t care what I had to say. I said if that was the case, I’d like to end the membership. She was HAPPY to process that for me in a matter of 2 minutes I was cancelled.
I honestly don’t know how this company survives with this attitude and dismissiveness towards members who are their bread and butter.
To top it all, they sent another email to tell me it’s their right to change prices and that I was notified (mind you, I was not) and after two paragraphs of how it’s their right and my fault they said that it’s only $5 a month and that they’re raising prices on all services anyway so I might want to rethink.
Please do me a favor Madison Reed - take a loopong training in business, customer service, maintaining customers, being honest, etc. before inviting me back.
And when you do, I don’t care about YOUR RIGHTS, I care about a sincere apology.
25 July 2023
Unprompted review
Reply from Madison Reed
Dear Idit, We are truly sorry for your frustration over the price increase and for any misunderstanding around the information presented. It sounds like there was a lack of clarity at the Hair Color Bar, and we will address that with some follow up training so as to eliminate any future confusion.
We understand that sometimes emails get opened and closed quickly, but in all honesty, we promise we did send you an email notice regarding the increase and have visibility into open rates. In the email we offered a free Gloss service as a thank you for your support. This promo from the email was applied to your 7/15 service.
We apologize if you felt dismissed or not heard. That would never be our intention, but after reviewing the exchange, we recognize we fell short here.
We would love the opportunity to make things right, so if you would like to reinstate your membership, please contact us at colorcrew@madison-reed.com so we can take care of you.
Hair Fell Out
My hair had been falling out and did not think that it was my six week treatment at Madison Reed. This week I went to the salon and my hair fell out in one big clump. And then I found all of you who have had similar experiences. They replaced harmful ingredients with harmful ingredients. I feel betrayed and distressed.
18 July 2023
Unprompted review
Reply from Madison Reed
Dear Denise, We are truly sorry to hear about what you are experiencing and hope you received our response to your previous email outreach. To echo the prior recommendation, you should discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit this article https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss [https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss]. As this article explains, hair breakage can occur with color treated hair, as the chemical reaction of all oxidative hair dye can compromise the protein structure of the hair shaft—the part that strengthens hair. Hair breakage occurs when the hair is weakened and simply breaks off. The hair is not actually falling out by the root.
Regarding our ingredients, we stand behind our "8-Free" formulas and our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health. This study also found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects’ hair. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please read here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
I've been reading about the…
I've been reading about the ethanolamine ingredient in the MR hair color. I just had my hair colored yesterday and blown out. Everything looks fine. But, is ethanolamine an ingredient in both the in-salon and at-home hair color? I won't be going back to MR. I'm afraid after reading several comments on hair loss and the links to ethanolamine, which the Internet states is more dangerous than amonia. I so very, very much wanted the 67th & Third, Manhattan, NY salon to work for me bc of the price, alledged safer products, convenience and the ability to blowout my own hair without feeling like a cheapskate. I'd say I've had about 7 visits all totaled. (Forget about the booking. I don't understand how it's become so very difficult. You can't go to a website online apparently. You need an authorized link to a phone app, etc. etc. And that didn't work for me.)
One month ago I had a really disappointing experience at the 90th Street location. It took quite some time before I was greeted and the color applied. But that's not the whole story. The stylist who wanted to blow out my hair did not ask how I wanted it styled, just started the styling without the question, and then I did say how I would like my hair styled. The stylist burned my scap three times before he conceded to change the blower. At the end of the blowout, the stylist started to blow back (away from face) all my hair. This is something I don't like to do. It is a common procedure, I know, though. Although, it seems like a reasonable request to ask stylist to not do that, I received a very curt response, "you don't like much, do you?" I still did not give up on the salon, as one month later I was back at the 67th Street location yesterday, but this is it. ethanolamine did it for me! The colorists and the stylists have treated me very nicely and are pleasant to chat with. Sweet, kind and talented. Blowuts look great. I only had that one very unpleasant stylist.
Can you do something about the ethanolamine?
15 July 2023
Unprompted review
Reply from Madison Reed
Hi Ann, thank you so much for all your feedback and for the opportunity to answer your questions. Our Radiant Cream Color formulations are the same whether you order online or you visit one of our Hair Color Bar locations. A newer ingredient, chemically known as monoethanolamine, or MEA, can be used as a replacement for ammonia in permanent hair color. It does not have the odor of ammonia and does not cause eye or respiratory irritation as readily as ammonia. Rather, MEA functions as an alkaline agent, just like ammonia, to lift up the protective cuticle on the outside of the hair shaft and allow the permanent dye to enter the hair shaft and work. Because it is a large molecule, MEA cannot penetrate the scalp or reach the follicle from which the hair grows. MEA is a more expensive ingredient than ammonia and is therefore found in higher-end, higher-quality hair color products. Remember that any hair dye (whether formulated with ammonia or with MEA) permanently alters the hair shaft. Keep the permanently dyed hair in optimal shape to avoid hair breakage. This includes avoiding pulling or stretching color-treated hair, especially when wet, and avoiding coloring on top of previously colored hair.
We're sorry to hear about the experience a month ago and would love the opportunity to make things right. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. While you can absolutely book appointments online or via our App, we look forward to hearing from you directly so we can assist.
Didn’t work at all
Didn’t work at all, followed the instructions to the letter and my hair is the same color as BEFORE I dyed it
15 July 2023
Unprompted review
Reply from Madison Reed
Hi Just A Girl, we're sorry to hear that you didn't get the results you were looking for and would love the opportunity for one of our Licensed Colorists to consult with you so that we can make the best recommendations for you. You can schedule a video consultation online https://www.madison-reed.com/schedule-video-chat or you can reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Immense amounts of hair loss.
Immense amounts of hair loss.
I have been reading every single review from here, Better Business Bureau, Reddit, you name it.
To start, I had extremely healthy, thick, strong hair. I have gone through bleaching it at home, utilizing other box colors, and still my hair is able to maintain it's integrity. I hadn't colored my hair for some time, and finally decided I would "treat" myself to a nicer, allegedly healthier, hair color.
After applying the color and washing it out, I lost a HUGE amount of hair in the shower. I was worried enough to start googling afterward. My scalp became very irritated, and it honestly smelt like old cigarettes or something similar. It was gross. Fast forward throughout the week, and my previously healthy, strong, thick, shiny hair, became more and more brittle.
I literally cannot even go through the day without having knots and tangles, frizz, or hair fall-out. It's so incredibly dry. What's worse than that is it's BRITTLE! It's so weak, guys. I have wanted to cry each day.
It has been about three weeks since I have had my first and only use of MR, and my scalp is so sensitive. STILL. I have never had a sensitive scalp in my life. I can't put it up without it hurting, I have to wash it so slowly because it's uncomfortable and feels like anything, at any time, will just rip my hair from the root. The only comfort I can give is that although I am still losing more hair than average three weeks after utilizing the product, the loss seems to have slowed a bit in the shower. There aren't as many big clumps at one time anymore. That being said, yes, I am still losing way more hair on a daily basis than I ever have.
MR has said that our hair is not falling out from the root. IT IS. I can see the bulb. I have become a little bit obsessive and started to look for them each time more hair falls out because I know I'm not going crazy! My hair has thinned so much from one use. It's awful. I feel like I won't ever want to color my hair again because of this experience feeling very traumatic.
I am sincerely hoping that my hair will recover. I have continued to take my vitamins and hydrate (that hasn't changed), and be as gentle as possible with my hair. I'm not sure what else I can do. I sincerely can't believe that they are able to continue to sell this product.
I have been reading nearly every review I can in hopes that someone will come in and say, "but my hair did end up regaining it's health!" I need that hope so badly.
To be honest, I wish I was one of the people reviewing stating that I didn't get my product in the mail. It's one of the worst things I have ever done to my hair.
18 June 2023
Unprompted review
Reply from Madison Reed
Dear BB, We are so sorry to hear about your experience and would love to help. You did not mention that you have consulted your doctor regarding your concerns, and that is our highest recommendation for you, as there can be various reasons you may be experiencing the symptoms you describe. A complete list of ingredients is on every product page online, so you can present your physician with this information.
Additionally, we have informative articles by an expert research and clinical board-certified dermatologist that we consulted with around the science of caring for colored hair which may be of benefit to you:
https://www.madison-reed.com/blog/how-to-care-for-your-hair-when-coloring
https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss
To ensure you have this alongside the other links we provided, we're including the information regarding our clinical study as well. Our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health. Furthermore, the study found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects’ hair. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please read here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
If we can assist with anything else, including your account, please don't hesitate to reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Not the best customer service
I just contacted Madison Reed about my product not being delivered. The customer service was so slow because the agent is working with several customers at the same time. They responded between 4 and 7 minutes each time. And they don’t do overnight shipping, so had I needed to color my hair for an event, forget it, they couldn’t even get me the product in time. They didn’t offer expedited shipping. I had to request it. So annoying. If you’re reading this, Madison Reed, make the customer feel like they are the only person that is being cared for at the moment. Multitasking isn’t a thing. You’d help more customers in a faster amount of time if you helped one customer at a time rather than multiple customers at once and we’d be happier customers.
10 July 2023
Unprompted review
Reply from Madison Reed
Hello Krystal, thank you for your feedback. We apologize that you had to wait 4-7 minutes between SMS replies and that was a frustrating experience for you. Many clients aren't responding via text as quickly as you were ready to, so we're sorry that our efforts to assist all of our clients expeditiously and with priority did not feel that way. We do see that your order arrived in the expected delivery window today, and that the complimentary replacement order will be arriving tomorrow. Please let us know if there is any further assistance you need- we're here to help.
Run!!!! Not worth your time at all
They really don’t do a good job.. color still left in your hair.. a lot of itching even if you tell them.. they get angry and don’t care if what you have expressed.. they go on like they are doin you a favor by blow drying your hair and almost burn your scalp every time they do it.:: they are rough and I wouldn’t even recommend this anymore.: I have given this over 6 months but definitely not worth even the hair damage or service they offer
7 July 2023
Unprompted review
Reply from Madison Reed
Hello Jyoti Ahuja, we are so sorry to hear this feedback; it sounds like there are a few different problems you have encountered that have added up to a very disappointing experience. We'd love the opportunity to improve the areas where we fell short and welcome you to reach out to us directly at 866-817-0814 or colorcrew@madison-reed.com so that we can make things right.
Causes severe hair loss
Unfortunately I have been using this product for about 4 years about once every 6-12 months and noticed an excessive amount of hair loss which I have never experienced this before ever with other dyes. I have bald spots and wondered why and I realized this is the only new item in my life and my hair loss has been steady since I started this product 😔
6 July 2023
Unprompted review
Reply from Madison Reed
Hi Myla, We’re so sorry to hear about your experience, and would love to help.
First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss .
Also, please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health. This study also found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects’ hair. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please click here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
Again, we would like to help. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
My hair is coming out in clumps.
My hair is coming out in clumps.
Is not a safe product to use.
The stylist are very nice, however, I showed my stylist
The color I wanted…it was darker and all one color.
11 June 2023
Unprompted review
Reply from Madison Reed
Hi Mary, We're so sorry to hear about your experience, and would love to help. First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit this article https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss. As this article explains, hair breakage can occur with color treated hair, as the chemical reaction of all oxidative hair dye can compromise the protein structure of the hair shaft—the part that strengthens hair. Hair breakage occurs when the hair is weakened and simply breaks off. The hair is not actually falling out by the root. Ingredients lists are provided on each product page on our website. If you have any personal questions about your own experiences, please reach out to us directly at colorcrew@madison-reed.com or 866-817-0814. Please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist with participants of various ages, ethnicities, hair types and colors. These products did not lead to any of the issues raised in these lawsuits. To the contrary, the study found they actually reduced incidence of these conditions, To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please click here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
I needed my roots colored and grey still shows!
7/13/23: Follow up to my review: I was very impressed that Madison Reed responded to my concern here and when I contacted them, they took care of me. Thank you Madison Reed - well done! Brings my review up from 2 to 5 stars.
I needed my roots colored and usually do it myself, but thought I'd treat myself last Friday and have it done at the Madison Reed color bar. The colorist picked the right color, but just painted it on so quickly. I asked about how thick she was making the parts between the color because I do mine much thinner and she said it was thin enough. She was rushing, talking with other hair colorists, dealing with other clients and didn't feel focused on my hair. And now the grey isn't all colored - there are grey hairs popping up all over. This is what I wanted covered. I'm very disappointed and now don't trust the color bar service, which costs a lot more than doing it myself! I won't be using the Madison Reed color bar again.
29 June 2023
Unprompted review
Reply from Madison Reed
Hi B.M., We hear your frustration and truly apologize for it. We hope you give us the opportunity to make it right by reaching out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Terrible service and overpriced
Painfully long shipping, color varies between batches, the neutral brown is tinting my hair green, pausing my subscription didn't work and cancellation required going through several screens with an infuriating mandatory questionnaire before the service allowed me to cancel.
26 June 2023
Unprompted review
Reply from Madison Reed
Hello ZO, We're sorry to hear about your experience. We are always looking for ways to improve, so we appreciate your feedback. We apologize for any shipping delay or confusion around how long you can pause an auto delivery. We'd love to troubleshoot the issues it sounds like you're having with your color if you would like to reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
BUYER BEWARE
This is a terrible company, placed my order over 10 days ago, no activity, no product. When I finally got through to customer service, he said one item was back ordered, then said they were changing warehouses. Many different excuses. He could not tell me when my order would be delivered. I asked for cancellation, he claimed he did so, but I have not received confirmation of this. Horrible company
27 June 2023
Unprompted review
Reply from Madison Reed
Hi S, we're so sorry that there was a delay in shipping your order, and that the team member you spoke to was unclear about the reason for it. We do send email confirmations so please do check your spam in case it got caught there, or reach out at 866-817-0814 or colorcrew@madison-reed.com- we'd love the opportunity to get it right for you. We look forward to hearing from you.
BEWARE - No customer service, impossible to speak to anyone!
I am incredibly frustrated with the way this company does business. Their website is always down. You can not reach anyone via telephone, only text messaging. This makes it IMPOSSIBLE to book an appointment. I have only been a customer for two short months and signed up for their membership program. I will be canceling (if and when their website ever comes back online) and returning to a legitimate salon for my color needs. Beware - the company model is good in theory but they have no clue in my opinion on how to execute it.
24 June 2023
Unprompted review
Reply from Madison Reed
Hi Susan, we're sorry to learn of your experience and would like to help. We have relatively few website outages so there could be an issue with your browser that we will gladly troubleshoot for you. We are available by phone, email and SMS during hours of operation. We do recommend downloading our App for ease of booking appointments! We'd hate to lose you and would love to assist to create a 5 star experience for you- Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Skip this company, there are better options
Shipping times are terrible and customer service is useless. If you have to have it get it from Ulta, but it is not worth the headache.
22 June 2023
Unprompted review
Reply from Madison Reed
Hi Ashley, we're sorry to hear that you experienced some issues with shipping. We understand that is frustrating and that is not what we want for our customers. Client experience and service are extremely important to us and we want to make this right. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. Thank you for taking the time to share your feedback with us and we hope to get a chance to ensure your next experience is 5-star.
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