DeJackson D.
I really wanted to like this product
I really wanted to like this product, but unfortunately it did not work for my hair. The color simply did not deposit as expected, so I was left with essentially no noticeable color change. The product also arrived leaking. To be fair, the customer service representatives I dealt with were always pleasant and polite. However, actually getting the refund that their website advertises was an entirely different story. What should have been a simple return and refund turned into a long back-and-forth saga. I repeatedly explained the issue, provided the requested information and even sent a video, yet instead of simply processing the refund, I was continually told that the issue was being reviewed or forwarded to another team. The experience left me feeling like the process was being dragged out in the hopes that the 30-day refund window would expire. Eventually, after multiple follow-ups, they did proceed with the refund. My biggest takeaway is that if you purchase this product and it doesn’t work for your hair, be prepared to put in considerably more effort than their advertised refund policy would lead you to believe. Pleasant customer service is appreciated, but a straightforward refund should actually be straightforward. The product may work well for some people, but unfortunately it didn’t work for me, and the refund experience was far more difficult than it needed to be.
Response from PearWoodSep 7, 2026
Hi there, so sorry for the hassle with the leaking bottle and the hassle getting your refund — that’s definitely not the smooth experience we want for you. We’re glad our team was polite, but you’re completely right that getting your money back should have been quick and easy. We’re constantly working to streamline that process so nobody has to jump through hoops. Really appreciate you taking the time to share this feedback with us, and we're glad it got resolved in the end. 💛