HairqareReviews of hairqare.co

Response from HairqareOct 12, 2020

Hi Maite, This is Sarah. I'm so sorry to hear that you feel scammed and have updated your previously positive review to a negative one. I'm grateful for bad reviews and feedback, as it really helps us to improve the service the best way we can. I understand that you really enjoyed the challenge and were very engaged with the community throughout the 14 days. And I can truly see that you now feel disappointed and I'm really sorry for that and I hope we resolve the problem at hand. This morning, the team shared all the exchanges they had with you so I can do my best to help you. I'll just break down your concerns step-by-step and I hope you can let me know how I can fix our communication so that this doesn't happen again. In addition to this, please feel free to email me at [email protected] and I am more than happy to issue you a refund for the trouble. Let's just dive into the issues you addressed! On the final mission, the description box says: Now for the mission.... today’s agenda includes a review of: -The 14 days that have just gone by -The unique hair profile -The next steps for your hair journey -The Hair Growth Lab experience For us, this includes walking you back in time to help you understand why you created the 3 assets, how it fits into your present lifestyle and the part it will play in your future. We went over the haircare profile again and what it comprises of and the complexity of each factor and how they interconnect. We then spoke about the next steps, the possible options for you going forward. In this part, we clearly communicate that the challenge is enough and you can end the journey here. We say that 5-week program isn't for everyone but we know that some people with more hair concerns will be interested. We then continue to share more about the Hair Growth Lab experience for the people who are interested to continue their journey. From reading your emails and comments to the team, it seems like you were expecting a full haircare profile assessment? If so, I truly apologise for this misunderstanding. Did you by any chance skip a few videos throughout the challenge? Over the 14 days, we specifically pointed out that the challenge is an introductory course and we will not be doing the full assessment because it is very information-heavy and time-intensive and takes 3 weeks to complete. From the top of my head, I believe I mentioned this in several places including "Day 0 - Challenge Preparation", "Mission #1 - Haircare Housekeeping", "Mission #11 - Formulate, Test and Review Your Homemade Shampoo" and a few other videos. We also have this in our FAQs which are in the description boxes of several videos throughout the challenge. In addition to that, we intentionally mentioned this in the very first videos (day 0 - day 4). That way, if you joined thinking you were going to do the full 3-week assessment, then you can still take advantage of our 7-Day Refund Policy. We have this policy specifically for customers who expected something else when they joined or aren't happy with the course for any reason. I understand that you might have missed this, and we will gladly offer you a refund in this case. If you can, could you give us some feedback on where we could communicate this further so this doesn't happen again? You mentioned that you exposed this in the community. I just checked and I can see that suggested that we work through the hair profile assessment. A few girls comments agreeing that this is a good idea to end the challenge. I can understand that you really want to take the assessment. I noticed that you mentioned it several times throughout the challenge that you really wanted to join the 5-week program. However, as I've said before, it's a really long process. It's 3 weeks long 🙈I know I keep saying this, but I hope you can understand why we can't do this in a 14-day introductory challenge. Additionally, it's not relevant for every participant, because most have less serious hair problems and choose to take part in the challenge for the holistic hair and health learnings. You mentioned that we shut you out of the community. As mentioned on Day 0 (the very first written missions that you complete) plus day 15 (the very last video that you watch), you will unlock a new community after you complete a set of missions, and at the end, all communities will be cleared out to make room for the next group of challenge participants. A new challenge starts on Sunday and that's when everything resets. You finished on a Sunday so that's why it happened on that day. The reason we need to clear the communities out is because there at 14 missions. If you are on Day 1, you should be able to complete your mission without being bombarded with people posting their final missions. This keeps the community organised, and provides a better experience for each group to complete their missions along with their starting group. I hope I was able to clearly explain all the points you mentioned throughout your exchanges with me and the HGL team. Please let me know if anything else is unclear or where we can improve. I don't want you to feel scammed, and again, I would like to offer you a courtesy refund even though we are past the refund period. Please email me at [email protected] and I will process this immediately. I truly appreciate your feedback and I honestly feel really bad that you feel so disappointed in our service. I also do agree with your last point. Our services are not worth it if you don't have bad hair problems. There are so many ways to feel happy, beautiful and confident. You can land your dream job which you worked all your life to get. You can purchase the perfectly fitting dress that compliments your curves in all the right ways. You can read a lot of personal development books and learn to accept yourself as you are. You can invest in a really nice spa or gym and get into nutrition. Soo many possibilities and options to feel beautiful, for so many uniquely different people in this beautiful world. We have a service that can provide this for our unique group of customers, but everyone is diffferent which means not everyone should be our customer, and that's really ok <3