L'Oreal Product | Hair Loss

I used one of L'Oreal's hair dye products and had MAJOR hair loss, my hair melted together. I've been in communication with them since Monday and the matter was only escalated on Friday (before the long-weekend), and no one got back to me since. Even though I sent them pictures, it was still treated as 'normal' and not a 'priority'. Leaving ME to deal with my hair yet again, which I'm afraid of doing; because I just don't know what to do with it. I'm afraid of more breakage.