Paul Mitchell Tea Tree Color-Preserving Tingle Shampoo & Conditioner Duo

Absolutely horrible customer service. I ordered a duo and only received the shampoo. I provided full proof of what I received — including photos — and even pointed out that the shipping box was too small to physically fit two full-sized bottles.

Instead of correcting their mistake, I was told “as per our terms and conditions, if the customer isn’t satisfied with their purchase, they must bear the return fees.” This was not about satisfaction — it was your fulfillment error. Why should I have to pay return shipping for something you failed to send?

I asked them to simply send the missing conditioner. Instead, I was offered a 50% refund so I could “just keep the shampoo.” What am I supposed to do with just the shampoo when I ordered a duo? Despite the clear proof I provided, I was made to feel as though I was being dishonest.

I repeatedly asked for the matter to be escalated, and those requests were ignored. The tone was dismissive, there was zero accountability, and the entire process was unnecessarily difficult.

The issue was not resolved by corporate customer service. It was resolved by an independently owned BSO location that I personally contacted after getting no resolution. They reviewed the full email chain, agreed it was not my fault, and delivered my missing conditioner. They were professional, fair, and actually did right by their customer.

I will never purchase online from them again. I will continue shopping at my local store in person because they are amazing and truly stood behind their customer.