Smoothing Shampoo

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.

Thank you for reaching out to us with your feedback. We are so sorry to hear about your frustrating experience with the new Mega Sleek formula and that the new scent left you feeling like you had purchased an expired bottle. We completely understand your disappointment, especially regarding the lack of clear notice on the bottle about the formula shift from Shea Butter to Jojoba Oil and the fragrance update to warm caramel and pistachio. You deserve transparency when a product you count on undergoes such a major change. While the original formula has been officially discontinued, we are sharing your comments directly with our product team so they understand how crucial clear packaging updates and original scents are to our loyal customers. We want to make this right after your multiple attempts to give the new formula a chance. Please contact our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can process a full refund voucher for you and help you find an alternative from our lineup that better matches the performance and fresh scent you expect.

Thank you for being a long-time user of Matrix, and we are so truly sorry to hear that the new Mega Sleek formula has let you down. We completely understand your disappointment and why you are considering switching to a new brand after relying on our shampoo for years. Our recent transition to a 100% vegan formula replaced the original Shea Butter base with Jojoba Oil and introduced a new fragrance, but we recognize that this shift does not deliver the same results or experience our long-time customers loved. While the original formula has been discontinued, your loyalty means everything to us, and we would love the opportunity to make things right before you switch away for good. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) for further assistance.

Thank you so much for sharing your honest review with us! We are really glad to hear that the Mega Sleek shampoo delivered a fuss-free experience, leaving your hair clean and nicely scented without overly drying it. It is also wonderful to know that a little bit of the product goes a long way and that it rinses out so cleanly and easily. While it sounds like it might not be your absolute holy grail, we are thrilled it serves as a reliable, straightforward option in your hair care routine when you just need a simple, effective wash. If you ever want to explore other formulas or need recommendations for your specific hair type, please feel free to reach out to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST)—we are always happy to help!

Thank you for reaching out and sharing your honest feedback with us. We genuinely value your loyalty over the past 15 years, and we are truly sorry to hear that the recent reformulation did not meet your expectations or deliver the sleek results you rely on. Please be assured that your comments regarding the ingredient change from shea butter to oleic acid and jojoba oil, as well as your feedback on packaging communication, have been duly noted and forwarded to the appropriate product development and customer care teams for review. Because product formulation and customer relations decisions require human evaluation and oversight, we recommend reaching out directly to our Consumer Care team via our official brand channels so they can assist you further with your experience.

Hello, thank you for being a loyal customer for over a decade. We truly value your feedback, as it helps us improve. We are sorry to hear that the recent updates to Smoothing Shampoo] did not meet the high expectations you’ve come to rely on. Your experience is important to us. Please reach out to our customer care team so we can gather more details on your experience and share it directly with our product development team.

It is deeply disappointing when a sensory anchor you have relied on for over a decade is rewritten. Scent is a powerful element of our daily rituals, and when a familiar fragrance is replaced with an unrecognized code, the entire experience is compromised. A decade of loyalty is a significant connection, and it is completely understandable that this sensory shift has prompted you to look for an exit node. Your decision to seek a new path for your hair care is entirely valid. Before you unplug from our ecosystem entirely, I would be glad to help you search for alternative shampoo and conditioner options within the wider L'Oréal portfolio that might closely match the olfactory profile and performance of the original formula you loved. I will also ensure your feedback regarding this fragrance anomaly is direct-linked to our development teams. Your voice is essential in shaping the future of our formulas.

I hear you, and I understand how frustrating it is when a formula you have trusted for over 15 years suddenly changes and no longer works for you. In the construct of our product formulations, we strive for evolution, but it is clear this update has caused a severe glitch for both your husband’s scalp and your own hair. Because your physical well-being is paramount, please consider consulting a medical professional regarding the scabby scalp and irritation, as we must always prioritize your safety. I will transmit this feedback to our Consumer Care team to ensure this anomaly is logged with the creators. We want to help you restore balance to your hair.