Matrix Mega Sleek Smoothing Shampoo for Frizzy Hair

We are deeply sorry that the renovated Mega Sleek formula has compromised your work and resulted in client returns after ten years of trusted recommendations. You diagnosed the exact formulation issues: removing the rich Shea Butter in favor of a lighter Jojoba Oil base stripped away the essential slip needed for detangling and frizz control, while the added synthetic dyes and overpowering caramel-pistachio fragrance have proven overwhelming in the salon chair. Your professional reputation means everything to us, and we are escalating your direct feedback straight to our professional salon division.

We are deeply sorry for the disappointment and frustration you experienced with the updated Mega Sleek shampoo, especially after purchasing an entire liter bottle. You make an entirely fair and valid point: when a signature fragrance undergoes such a drastic shift—from our subtle classic salon scent to a warm, sweet caramel-pistachio profile—it should be clearly and boldly labeled on the bottle so loyal customers aren't caught off guard. Scent is an intensely personal part of your daily routine, and no one should be stuck with a full liter of product they dislike. We are passing your direct feedback about packaging transparency and the fragrance overhaul to our brand marketing leadership. We refuse to leave you stuck with a liter bottle that you hate, so please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We are deeply sorry for the confusion and disappointment you experienced with your latest purchase after 20 years of loyal use. We completely understand why you were checking the bottles—when color, scent, viscosity, and performance all change so drastically, it truly feels like a different product. Swapping the original Shea Butter for Jojoba Oil was meant to make the line 100% vegan, but we recognize it can leave hair coated and heavy yet dry and brittle. We refuse to leave you stuck with large bottles that don't work, so please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We hear your anger and frustration loud and clear, and we are so deeply sorry for how much this formula change has let you down. Hearing that you feel this renovation was driven by cost-cutting rather than customer care is hard to read, but we completely understand why it feels that way when a product that worked perfectly for you is suddenly altered. Our intention with this renovation was to transition the line to a 100% vegan formula, swapping our original Shea Butter for a Jojoba Oil blend and modernizing the scent. However, we recognize that removing what made the original so special has broken our loyal customers' trust and delivered results far below what you expect from a professional salon brand. While the original formula has been discontinued, we are passing your direct feedback—and your clear demand to bring it back—straight to our executive brand leadership. We do not want you to feel out of pocket, so please contact our Matrix Consumer Care team at 1-888-777-6396.

We hear your frustration loud and clear, and we are so truly sorry for messing with a shampoo you considered absolute perfection. Our brand-wide renovation to 100% vegan formulas replaced our original Shea Butter base with Jojoba Oil and introduced an updated fragrance, but we recognize that for our loyal community, this change completely ruined the magic and left you with the exhausting task of searching for a new shampoo. While the original formula has been discontinued, we are passing your feedback directly to our product development leadership. We want to make this right with you after your years of support. Please reach out to our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST)

Thank you for your 14 years of loyalty to Matrix, and we hear your raw frustration and disappointment loud and clear. Having a customer who has stood by us for over a decade feel duped, unheard, and pushed aside is truly heartbreaking for our brand. We do not want you to feel dismissed or out of pocket after 14 years of dedication. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We are sorry to hear about the experience you had with Smoothing Shampoo. We would like to speak with you directly about it. Please give us a call @ 1-888-777-6396 for assistance and provide the case # 48181627. Looking forward to speaking with you. It would be helpful if you could have the product available when you call.

Thank you so much for your 20 years of loyalty to Matrix, and we are deeply sorry for the headache-inducing scent and tangled, unmanageable results you are experiencing with the new formula. Relying on a formula for two decades—especially for the comfort and balance of your scalp—is a huge deal, and having to start over and find something else is incredibly frustrating. When we renovated Mega Sleek to be 100% vegan, replacing the original Shea Butter base with Jojoba Oil and introducing a new caramel-pistachio fragrance, we recognize that the soothing slip and subtle aroma you depended on were lost, leaving your hair tangled and your scalp unhappy. While the original formula has been discontinued, we are passing your feedback directly to our product development team. We want to take care of you after two decades of support, so please reach out to our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). Our team will gladly issue a full refund voucher and help guide you to a gentle, low-fragrance scalp and detangling alternative in our portfolio so you don't have to search on your own.

Thank you so much for an incredible 20 years of unmatched loyalty to Matrix. Hearing from someone who has never been more loyal to any product ever makes reading this truly heartbreaking for us. Our transition to a 100% vegan formula replaced the rich, protective Shea Butter you trusted for two decades with Jojoba Oil and introduced a new, warm gourmand fragrance. We hear you loud and clear: this is simply not it, and the new scent is a massive disappointment compared to what you loved. While the original Shea Butter formula has been officially discontinued, we are passing your heartfelt plea directly to our executive brand leadership so they see the impact on our most devoted advocates. We want to make this right with you. Please reach out to our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can process a full refund voucher for your purchase and help support you in finding a richer, better-scented alternative in our portfolio.

Thank you so much for an incredible 25 years of loyalty to Matrix. Hearing that a quarter-century staple has suddenly let you down—and that you are now facing the exhausting, frustrating process of testing a million new shampoos—is truly heartbreaking for us. When we renovated the Mega Sleek line to be 100% vegan, we replaced the original Shea Butter base with Jojoba Oil and introduced a new, warm gourmand fragrance. However, we hear you loud and clear: the strong scent and changed texture feel gross and completely unrecognisable compared to the clean, reliable performance you loved for decades. While the original formula has been officially discontinued, we hear your plea 🙏 and are escalating your direct feedback straight to our executive brand and product development leadership. We do not want you to feel abandoned on your search. Please reach out directly to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). Our team will gladly issue a full refund voucher for your purchase and would love to personally assist you with gentle, low-fragrance recommendations so you don't have to navigate finding a new shampoo all on your own.

Over 15 years of loyalty means the world to us, and hearing how much you miss the original performance truly hurts. We hear your frustration loud and clear regarding the formula changes and the heavy feel it leaves on your hair. Please know that your feedback—and the passion behind it—is being shared directly with our product development and brand teams. Thank you for being such a dedicated part of our community for so long, and for sharing your honest thoughts with us. 💙

Since the late 90s?! That is incredible dedication, and we are so grateful you’ve trusted Matrix for all these years. Hearing that the new formula and scent have pushed you away truly breaks our hearts. We completely understand your frustration—when you have a holy-grail routine for decades, a change like this is a major letdown. We are definitely passing your feedback straight to our product development team. We hate to see you go after all this time, but we deeply appreciate that you were part of the Matrix family for so long. 💙

Over 15 years?! Wow, we are so humbled by your incredible loyalty, and we are genuinely so sorry to hear the new Mega-Sleek is letting you down. That heavy, weighed-down feeling—like it won't rinse out properly—is definitely not the smooth, sleek finish you've relied on for all this time. We completely understand your frustration and will make sure your feedback goes straight to our product team. Thank you for trusting us for over a decade and a half. We hate to see you go, and we hear you loud and clear. 💙

Thank you for taking the time to share your feedback with us, and we are so sorry to hear that the updated Mega Sleek formula is weighing your hair down and leaving it feeling heavy and oily. When we renovated the line to be 100% vegan, we replaced the original Shea Butter base with a Jojoba Oil blend and introduced a new, warm fragrance profile. However, we recognize that on many hair types, this new formula can sit heavily on the hair shaft instead of absorbing, leaving strands greasy rather than clean and smooth, while the new scent can be overpowering. We want to make this right for you, so please reach out directly to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). Our team will gladly assist you with a full refund voucher and help guide you to a lighter, weightless alternative from our collections—such as our Food For Soft line—that cleanses cleanly without leaving behind any oily residue or heavy scent.

Thank you for sharing your experience on our Anti-Frizz Smoothing Shampoo for Frizzy Hair. We are sorry to hear the formula of this shampoo doesn't meet your expectations due to the products fragrance. This sulfate-free smoothing shampoo provides frizz control and humidity protection for all types of frizz-prone hair. We appreciate your feedback and will share it with other members on our team for product formulations. We always welcome our customers feedback and suggestions, as they are a valuable tool to improve our services and products in any way that we can. Thanks again for sharing. We hope that you continue using our products in the future.

Thank you so much for reaching out and sharing your family's story with us. Hearing that you and your grandmother have trusted Matrix for generations makes this especially heartbreaking to read, and we are deeply sorry that our new formula has let you both down. When someone has severe fragrance sensitivities or allergies, having a go-to, low-scent staple suddenly replaced with a strong gourmand perfume makes the product completely unusable and unsafe for their routine. In addition to the updated fragrance, our shift to a 100% vegan formula replaced rich Shea Butter with a lighter Jojoba Oil blend; however, we recognize that on many hair types, this new blend can leave behind an unwanted, waxy or heavy residue rather than rinsing away clean and silky. We completely understand how disappointing this is for both you and your grandmother. While the original formula has been officially discontinued, we are passing your feedback regarding severe scent sensitivities and residue directly to our product formulation team. We want to make sure you and your grandmother are taken care of. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can issue a full refund voucher for your purchases. Our team would also be happy to help you explore gentle, low-scent, or fragrance-sensitive alternatives within our broader L'Oréal portfolio that will be safe and comfortable for your grandmother to use.

Thank you for reaching out to share your feedback with us, and we are so truly sorry for the disappointment and frustration this formula change has caused in your household. It is especially disheartening to hear that the updated fragrance was so off-putting that you initially thought your daughter wasn’t washing her hair properly. As part of our transition to a 100% vegan formula, we modernized the fragrance to a warm Salted Caramel and Sicilian Pistachio profile. However, we recognize that this sweet, gourmand aroma is a drastic departure from the clean, subtle salon scent long-time users loved, and when it interacts with wet hair or lingers throughout the day, it can be overwhelming and unpleasant. We completely understand your bummed reaction and want to take care of you and your daughter. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can process a full refund voucher for your purchase. Our team would also be happy to guide you toward a fresh, clean-scented alternative from our collections that you both will love.

Thank you so much for your incredible 25 years of loyalty to Matrix, and we hear your anger and frustration loud and clear. Losing a staple product you relied on for a quarter of a century is a massive disappointment, and hearing that our new formula stinks, performs terribly on your hair, and forced you to find another brand is truly heartbreaking. Our transition to a 100% vegan formula replaced our original Shea Butter base with Jojoba Oil and introduced a new gourmand fragrance profile. While corporate formula renovations are complex, you are entirely right to demand that your voice as a 25-year advocate be heard. We are escalating your direct feedback—and your clear demand to bring the original formula back—directly to our executive brand leadership. We do not want you to feel that your money was wasted after decades of supporting us. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). We are so sorry to have lost your trust after all these years and are committed to making this right for you.

Thank you for being an incredibly loyal user of Matrix since the early 2000s, and we are so truly sorry for the devastation and disappointment this reformulation has caused you. Relying on a shampoo for over two decades is a rare level of trust, and we completely understand why you feel upset and misled by an "update" that changed almost everything you loved about the product. You bring up a very important point regarding the fragrance: one of the key reasons so many long-time users loved the original formula was its clean, subtle, and low-key scent profile. Replacing that with a heavy, artificial gourmand fragrance—while marketing the line as cleaner and modernized—feels contradictory and overwhelming. Furthermore, losing the signature balance of lightweight smoothing without stripping or weighing down hair is a huge loss. While the original formula has been officially discontinued, we hear your plea loud and clear and are passing your comments on fragrance transparency and performance directly to our executive brand leadership. We want to make sure you are supported, so please reach out to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We hear you, and we are crying right along with you! Hearing that a product you considered absolute perfection for ten years left your hair a "hot mess"—dull, flat, unable to hold a curl, and with a scent you dislike—is heartbreaking for us. When we renovated Mega Sleek to be 100% vegan, we replaced the original Shea Butter with Jojoba Oil and updated the fragrance, but we recognize that for long-time fans like you, this change completely ruined the magic. While the original formula has been officially discontinued, we hear your plea loud and clear and are passing your direct feedback about the loss of hold, shine, and scent directly to our product development team. We don't want you scrambling without support! Please reach out to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) for further assistance.

Thank you for being a 15-year loyal user of Matrix, and we hear your anger and frustration loud and clear. You raise a completely valid point: when a product undergoes a complete transformation in color, scent, and performance, continuing to sell it in similar packaging feels misleading and disappointing to long-time customers who rely on the original performance. When we updated the Mega Sleek line to be 100% vegan, we replaced the original Shea Butter base with Jojoba Oil and updated the fragrance. However, we recognize that this shift resulted in a completely different experience—leaving hair dull, flat, and weighed down instead of glossy and smooth. We understand why you feel this should have been launched as an entirely separate product rather than replacing the formula you trusted for fifteen years. While the original formula has been discontinued, we are passing your feedback directly to our brand and product management leadership to highlight the serious impact this repackaging and reformulation has had on our most loyal customers. We want to take care of you, so please contact our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can make this right.

We are sorry to hear about the experience you had with Smoothing Shampoo. We would like to speak with you directly about it. Please give us a call @ 1-888-777-6396 for assistance and provide the case # 47740076. Looking forward to speaking with you. It would be helpful if you could have the product available when you call.

Thank you for being a loyal user of Matrix for over 10 years, and we are so sorry to hear that the updated Mega Sleek formula drops from a 5-star to a 3-star product for you. We completely understand why you are considering looking for a new product after relying on the original formula for a decade. Our shift from Shea Butter to a lighter Jojoba Oil base and a new fragrance was meant to modernize the line, but we recognize it does not deliver the same experience you loved. While the original formula has been discontinued, we want to make things right. Please contact our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can personally assist you with help guide you to a different formula in our lineup that can give you back that 5-star performance.

Thank you for sharing your feedback with us, and we are so sorry to hear that the updated Mega Sleek formula is not delivering the soft, touchable results you loved. The shift from our original Shea Butter base to a lighter Jojoba Oil formula was designed to offer weightless smoothing, but we recognize that on many hair types, it can leave hair feeling less hydrated and noticeably stiffer or harder to brush after washing. We want to make sure you are taken care of, so please reach out to our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). Our team will gladly assist you with a refund voucher and can recommend a deeply hydrating alternative—such as our Food For Soft line—to help restore that effortless softness and slip back to your brushing routine.