Counterfeit hair products.

I have been a loyal customer of superbalist since the beginning. In fairness, they provide mostly a good service but this last situation has really angered me.

I purchased olaplex conditioner off the site. I wasn’t in love with the result but thought perhaps it would work better if I used the olaplex shampoo too which I later purchased. Neither were great on my hair. I mentioned to my hairdresser who uses the brand that I don’t know what all the fuss is about with the brand. She told me that her olaplex supplier mentioned to her that there are counterfeit products on the market and told me to send her the barcode which I did. My hair dresser sent me a voice note from the olaplex distributor confirming that it is a counterfeit product. I contacted the call Centre and told them the situation and was told to send an email which I did. Instead of an apology I was told that It was MY responsibility to prove it was counterfeit which angered me. It’s for THEM to prove to me it’s legit not the other way around. Anyway, after back and forth I sent them a screenshot from the olaplex distributors email confirming that it’s counterfeit and I told them I wanted a refund. Not a single apology was given to me. I was just told to request a return and refund on the app, which I did. Both the shampoo and conditioner were collected but only ONE was refunded for. When I queried why I have not been refunded for both, I was told that only one was returned. This is absolutely not true. Both were, but even if only one was returned, the product is counterfeit and should be refunded regardless. No one is replying to my emails and not a single apology has been given to me. So now I am making a public complaint on this.

This is absolutely unacceptable and very disappointing. I believe they knew a while ago that this product was counterfeit because all of a sudden Olaplex is not available on their site. If they knew this they should have contacted customers who purchased the product to offer a refund instead of hoping no one figures it out.