The manager at the Walnut Creek store isn't very welcoming and application of the "gloss" is uneven/patchy. I tried the Concord branch for the first time today and am much happier with both the exper... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I noticed since using this product my hair falling out and thinning. There is also severe breakage, even went to my doctor, but found no medical issue. I then seen that Madison has a class action agai... See more
Company replied
HORRIBLE products. Shame on Madison Reed for marketing themselves as the better, healthier alternative to at-home hair coloring. My hair started falling out by the fistful after using Madison Reed. Ho... See more
Company replied
I had my hair done by Mika last Sunday and she did an amazing job. Absolutely loved it and recommend her for professional and amazing results .
Company replied
Company details
Information provided by various external sources
Professional hair color and hair color products with salon-quality results. See for yourself how Madison Reed is transforming the at home hair color experience.
Contact info
Shotwell St 430, 94110, San Francisco, United States
- madison-reed.com
1.9
Poor
377 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Delivery time immense... still waiting
--This is just a delivery time and customer service review -- I have been waiting a month and ten days now for my order. There seems to be no way to contact customer service via email or instant chat, just by phone, which I find inconvenient. I did have an address change a week or so after placing my order, but I've received all of my other letters and packages in a timely manner -- also I live in a major city, so this is especially strange.
June 21, 2023
Unprompted review
Reply from Madison Reed
Hi Christina, we're sorry to hear about your experience and would love to help. We are available by phone, chat, email, or SMS to assist. If you had a change of address after the package shipped, there is always the chance it is held up somewhere. We'd be happy to troubleshoot this for you and get you what you need! If you'd like to email us, please reach out at colorcrew@madison-reed.com.
Hidden harsh ingredients! So sad.
I've home dyed my hair for over 20 years and am familiar with the process. I thought I would try Madison Reed because of their claims for healthy ingredients (their ingredient list on their website isn't complete and doesn't include ethanolamine that is on the ingredient list on the product and is NOT a healthier choice than the products I was using for 20 years. The first time I applied the hair color, I felt strong stinging all over my scalp and I was afraid to wash out since the process would leave my hair with an unpredictable hair color. After finishing off the rinse, shampoo, conditioner that came with the kit, my hair was SO brittle like straw! This has also never happened to me before in 20 years. Unfortunately, they keep mailing you kits and make it so difficult to find the "cancel forever" option! The hair color pricing was 5 times what I normally pay for diy hair color and all of the extras they try to sell you are also outrageous. So hard these days to find honest businesses. You have to be a detective with every product. So sad.
June 1, 2023
Unprompted review
Reply from Madison Reed
Hi Rene, we're sorry to hear about your experience and would love to help- please reach out at 866-817-0814 or colorcrew@madison-reed.com, we look forward to hearing from you. If you need assistance canceling your membership, that can be done in the App or in your account online, or we can do that for you of course.
Any time you experience a sensitivity to a permanent hair coloring product, we recommend that you rinse off the product, discontinue use, and consult your health care provider as appropriate.
A full list of ingredients for our products, by specific shade, is located on every Madison-Reed.com product page (please note: ingredients vary by shade and product).
Regarding MEA's usage; a newer ingredient, chemically known as monoethanolamine, or MEA, can be used as a replacement for ammonia in permanent hair color. It does not have the odor of ammonia and does not cause eye or respiratory irritation as readily as ammonia. Rather, MEA functions as an alkaline agent, just like ammonia, to lift up the protective cuticle on the outside of the hair shaft and allow the permanent dye to enter the hair shaft and work. Because it is a large molecule, MEA cannot penetrate the scalp or reach the follicle from which the hair grows. MEA is a more expensive ingredient than ammonia and is therefore found in higher-end, higher-quality hair color products. Remember that any hair dye (whether formulated with ammonia or with MEA) permanently alters the hair shaft. Keep the permanently dyed hair in optimal shape to avoid hair breakage. This includes avoiding pulling or stretching color-treated hair, especially when wet, and avoiding coloring on top of previously colored hair. Please let us know if we can be of further assistance.
I used to use Madison Reed in the past…
I used to use Madison Reed in the past and loved it. I got a Nice color and their customer service was very helpful. It is now a decade later and I want to restart. You can no longer call to ask a quick question. If you have any color questions, they tell you to text a message and a colorist will get back with you. I was ignored and after 2 days tried again and it took an hour to get a response. I am giving up. Who has time for this?
June 16, 2023
Unprompted review
Reply from Madison Reed
Hi Carole, We're sorry to hear about your frustration. At times of high volume, or outside of operating hours it may take a little longer for a reply- we hope your question has been resolved, but if not, please do reach out again because we'd love to help you!
As a breast cancer survivor I need to…
As a breast cancer survivor I need to avoid endocrine disruptors (to save my life). I thought Madison-Reed was a clean product but it's not and I'm extremely upset about the risk they are causing unsuspecting people with their promotional lies. The Ethanolamine in their hair color is more devastating both to hair and to the endocrine system than ammonia is.
Tried one color that did not lift my light brown hair to blonde. So I signed up for a subscription of a lighter color. I immediately felt a chemical reaction, similar to ammonia, on my scalp but didn't know what the ingredient was that caused that. It appears to be Ethanolamine which is carefully masked by Madison-Reed as safer than ammonia. It's not. I asked today for my subscription to be cancelled and I'm looking now for a new, safer brand of blonde.
June 8, 2023
Unprompted review
Reply from Madison Reed
Hello Kate, We're very sorry to hear about your experience. Madison Reed is proud to offer permanent hair color with a low chemical profile- Free Of ammonia, PPD, resorcinol, parabens, phthalates, gluten, SLS, and titanium dioxide. A newer ingredient, chemically known as monoethanolamine, or MEA, can be used as a replacement for ammonia in permanent hair color. It does not have the odor of ammonia and does not cause eye or respiratory irritation as readily as ammonia. Rather, MEA functions as an alkaline agent, just like ammonia, to lift up the protective cuticle on the outside of the hair shaft and allow the permanent dye to enter the hair shaft and work. Because it is a large molecule, MEA cannot penetrate the scalp or reach the follicle from which the hair grows. MEA is a more expensive ingredient than ammonia and is therefore found in higher-end, higher-quality hair color products. Remember that any hair dye (whether formulated with ammonia or with MEA) permanently alters the hair shaft.
All permanent hair color contains ingredients which could potentially cause an allergic reaction. DO NOT use these products if you have already had a reaction to hair color product and/or you have a sensitive, irritated, or damaged scalp. Always consult your physician if you have questions or concerns.
Please let us know if there is anything else we can help with.
Bought Sienna Brown from Ulta
Bought Sienna Brown from Ulta. Color did nothing to my grey roots. Spent 30.00 when Nice and Easy does a.much better job and actually works.
May 31, 2023
Unprompted review
Reply from Madison Reed
We're so sorry to hear about your lack of coverage, Patti. We would love to help. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com so that we may suggest next steps. We look forward to hearing from you.
I decided to cancel my membership due…
I decided to cancel my membership due that I brought my own shampoo and conditioner after applied keratin by my hair dresser who told me to use only that specific brandt and due to “regulations” they refuse to apply it.
Totally RIDICULOUS!!!
According to them I could contaminate my self and blame them
May 31, 2023
Unprompted review
Reply from Madison Reed
Hi Maria, We're very sorry to see you go and we'd love to have you back ! We hope you understand that because Madison Reed's products and services follow a very strict ingredient standard, free of certain ingredients such as gluten, parabens, and phthalates, our colorists are not able to use or apply products brought in from home. Clients are also not permitted to bring third-party products and apply themselves. Third party products may be formulated with ingredients which do not meet our internal standards, and traces of those ingredients could be introduced to our service equipment.
Charged me $50 3 times for ONE…
Charged me $50 3 times for ONE subscription that I CANCELLED. $150 gone. What a horrible money grabbing company. Called them, basically said “my order” was processing and that they are booked on calls and sent me a automated text, I texted them, never heard back. I just want my money back..
May 30, 2023
Unprompted review
Reply from Madison Reed
Hi Rachael, we're sorry to hear you've experienced an issue with your order processing. We'd love to resolve this for you of course. We respond to all texts and outreach, so we apologize if there was a delay. We hope the issue has been addressed at this time (we're unable to locate your account using the name you provided here), but please do reach out to colorcrew@madison-reed.com if you still need help to correct the problem.
Not for blondes
This salon only uses a brush method of depositing color to roots or painting highlights.My blonde hair ended up looking yellow and brassy. My colorist never came back once she painted the color and gloss all over (both at the same time?), even after I asked to speak to her. They do have a money back guarantee but your hair will end up costing more to fix.
May 15, 2023
Unprompted review
Reply from Madison Reed
Hi Anne, We would like to apologize for the experience you had. Client experience and service are extremely important to us and we want to make this right. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. Thank you for taking the time to share your feedback with us and we hope to get a chance to ensure your next experience is 5-star.
When i had colored my hair one evening…
When i had colored my hair one evening as I rinsed out the color literally gobs of hair fell out. I have since let my hair go gray due to the traumatic experience. I have not colored my hair in 15 mos. Wouldn't use this brand for any reason.
December 28, 2022
Unprompted review
Reply from Madison Reed
We're so sorry to hear about your experience, Karen. We would love to help. First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss . Also, please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health. This study also found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects’ hair. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please read here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
Again, we would like to help. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
WEBSITE NAVIGATION IMPOSSIBLE
1. Website not geared for customer satisfaction and does not respond to needs of public.
2. Calling to place an order is frustrating and a waste of your time.
3. In order to avoid shipping charges, you must become a member for $45.00 a year, even if you spend over $100. on an order.
4. Absolutely no "Contact Us" option on website. The website does all the corporate talking.
May 19, 2023
Unprompted review
Reply from Madison Reed
Hi Jane, we're sorry to hear about your experience and would like to help improve this dissatisfaction. If there is anything specific you'd like to share about your concerns #1 and #2, we do appreciate the opportunity to incorporate detailed feedback so we can improve. While we always offer free shipping on the first order placed, we do reward membership with a built in free shipping model and a host of other perks for the annual pricing. We publish our hours and phone number on the website for more timely contact, but if you would prefer to email us your inquiry you can do so at colorcrew@madison-reed.com, and we are happy to help in any way we can.
Not professional colorists at the salon.
I went to a color bar believing what they advertised, that they employ professional colorists. My colorist was very nice, but she failed to process my hair correctly or do a color match or discuss how the color chosen may appear on my hair. She left the color on the ends so long that they are a completely different color than the roots. My hair is now a dull coal dust color, just awful, and I can't get a hold of anyone on the phone. Very unhappy.
May 18, 2023
Unprompted review
Reply from Madison Reed
Hi Diana, we're so sorry to hear about your experience and want to make this right. One of our licensed colorists has responded to your chat and is awaiting your reply so we can take care of this for you.
Their color is auwful
Their color is auwful. Looks good for a couple days then turns different shades of Brown and redish. Went back to my Salon for consistance. They are very brown oriented
May 10, 2023
Unprompted review
Reply from Madison Reed
Hello Forest, we're sorry to hear you're unhappy with your color and would love to help. We see that the order you placed in March was for 2 different shades, and we're wondering if a live Video consultation would help you get the results you're hoping to achieve. Licensed Colorists are available without an appointment M-F 6am-3pm PST. You can connect with a video concierge here: https://www.madison-reed.com/schedule-video-chat Look for the "Start Video Consult Now" button when a Colorist is available. We've located your account and have upheld our Satisfaction Guarantee by providing a refund of your last order. Please let us know if we can be of further assistance.
Buyer BEWARE!!
Buyer BEWARE!!
I have successfully used Madison Reed for years; but only 3-5 times a year. My most recent purchase arrived and I immediately opened it. It appeared the activator bottle content had spewed within the delivery box. Upon inspection, the tip under the cap had already been cut and @ 1/3 of the product had escaped. When I took bottle out of box, it continued to come up and out of the tip of bottle as if pressure and product was being released. I grabbed a paper towel, headed to the sink, but before I got to the sink my fingers were burning! I have NEVER experienced chemical burn like this in such a short time. By the time I rinsed & rinsed my hands, my finger tips turned chalky white from chemical "burn". I feel by receiving faulty packaging, I was saved from scap burn, or hair loss as others are reporting. Don't know what happened to this company, but obviously it HAS CHANGED, for THE WORST. I will NEVER order or use this product ever again.
I regret having to give this review one star. It deserves negative stars if possible!
May 7, 2023
Unprompted review
Reply from Madison Reed
Hello Nancy, we're sorry to hear about your experience. Madison Reed is dermatologist tested and Smart-8 free, however any permanent hair color can cause a sensitivity at any time, even if you have not experienced one in the past. We searched for you in our system but are unable to verify the correct account without doubt. Please reach out to us directly at colorcrew@madison-reed.com so that we can assist you further.
Maddison Reed says their coloring…
Maddison Reed says their coloring product is completely safe for your hair. completely FALSE!!!!!
Initially ordered the product in Oct of 2022. Used the color several times and loved it. Followed ALL their directions to the T.
I’m literally praying that my hair will STOP falling out! I’ve never experienced shedding like this from any hair product.
Do Not use this product! I repeat do not use this product! Unless you want to collect your hair in a sandwich baggie!
March 29, 2023
Unprompted review
Reply from Madison Reed
Hello, We’re so sorry to hear about your experience, and would love to help.
First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit https://www.madison-reed.com/blog/reasons-and-solutions-for-hair-loss .
Also, please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health. This study also found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects’ hair. To read more about the clinical study, which was published in the Journal of Cosmetic Dermatology, please click here: https://onlinelibrary.wiley.com/doi/10.1111/jocd.15212
Again, we would like to help. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. We look forward to hearing from you.
Product OK, company miserable. Can't cancel
Reasonably good product, but miserable company. You can't slow, pause, or cancel a subscription - or even worse: you can go through the steps on the website, and they will ignore you.
The only way to cancel is to dispute the charge with the credit card company. Then, they will cancel the next month.
March 24, 2023
Unprompted review
Reply from Madison Reed
Hello A Meyer, we're sorry to hear about your experience and would love to help. The simplest way to manage your account is via the Madison Reed downloadable App. For auto deliveries, you can change the frequency of your subscription, pause for multiple months, or cancel it at any time. Please let us know if we require assistance with accomplishing any of these options. We're available at colorcrew@madison-reed.com
The Sugarland location is completely…
The Sugarland location is completely trash. My edges were not done correctly. And when they parted my hair, they were scratching my scslp. Very unprofessional. And what hood did they get the manager. She is a complete disgrace to Madison Reed. Very unprofessional and speaks like she really has no clue to anything or products. (Tameka ). Utterly disrespectful. I don’t know wether to keep my arms with me or watch my purse. This location I’ll never do again.
Madison Reed employs just anyone.
April 5, 2023
Unprompted review
Reply from Madison Reed
Hello Ades, We're very sorry to hear about your experience. Client experience and service are extremely important to us and we want to make this right. Please reach out to us at 866-817-0814 or colorcrew@madison-reed.com. Thank you for taking the time to share your feedback with us and we hope to get a chance to ensure your next experience is 5-star.
GOOD LUCK IF YOU EVER WANT TO CANCEL!!!
They have their web site set up so that it is IMPOSSIBLE to cancel a subscription. I have read their "directions" on how to cancel, and none of the directions match the site. It is also impossible to find your ORDER. While their product is nice, it is not worth the cost and headache of trying to navigate their loop holes. This feels like a very DISHONEST company. Anytime a customer cannot find a way to cancel an order or subscription, seems unethical. They do not want you to cancel, so be wary if you sign up for their auto deliveries....you will be stuck with it. I will be calling their customer service today and will update on IF they actually cancel my reoccurring order.
April 10, 2023
Unprompted review
Reply from Madison Reed
Hello The Sweetest, we're sorry to hear about your frustrations and that you need to cancel your subscription. We'd love to help with whatever the issue is so that you can continue to receive your color, but we're here to assist you in canceling your subscription of course. You can cancel online in your account, or on the mobile app, or my emailing or calling us. On the Welcome page, your subscription is presented and you can Manage Subscription right from there. Or, you can go to the Subscription bar at the top of the page, and Manage Subscription. Clicking on Manage Subscription allows you to edit your subscription according to your needs. Please let us now if we can provide further assistance.
I have been using Madison Reed hair…
I have been using Madison Reed hair color for over 4 years and have been mostly happy. The only real issues is it comes late pretty often. My last order arrived a week late. I was mixing it and it looked darker than my usual. I checked the box and it was dosolo brown. My color is Amalfi blonde. I called and explained what happened and was told by customer service that if I wanted my order expedited I would have to pay $19.99. She then told me I would not get my color for another 7-10 days. I love the color but this is unacceptable. Thinking of canceling
March 29, 2023
Unprompted review
Reply from Madison Reed
Hi Jeanne, we are so sorry to hear about this and would love to make things right. We're unable to locate your account by just a first name so please contact us at colorcrew@madison-reed.com so we can find you in our system and take care of you. We do want to expedite the correct color to you, on us!
Untimely deliveries for monthly subscription
Have been a loyal customer lately shipments aren't timely. I'm billed monthly for monthly service but the product is arriving 3-4 weeks late. I also texted customer service no response. I called and spoke with an unprofessional women who wouldn't put me in touch with a manager when she couldn't explain the delay.
Product is nice but customer service is awful. To many other products out there to choose from.
March 21, 2023
Unprompted review
Reply from Madison Reed
Hello Joe, we're sorry your shipment was sent late this month. We did experience delays at our warehouse which caused this inconvenience. This is not the experience we hope to provide, but please be assured that we only charge when the order is shipped. We're glad a manager was able to contact you and provide a credit on your account as an apology for your experience.
I LOVE the color and the coverage of…
I LOVE the color and the coverage of Madison Reed, but their customer support is AWFUL!! I called earlier to cancel an order that I placed for over $60, the auto message gives an option of reaching them via text, it took so long for them to text back that the order actually shipped. Aside from that, when I finally did receive the text response, it didn't address my inquiry. I decided to call and after 23 minutes of being on hold, I hung up. It's unfortunate that I'll just have to cancel my subscription because I don't ever want to deal with poor customer service like this again.
March 20, 2023
Unprompted review
Reply from Madison Reed
Hello M E, we're so sorry to hear this and would love to help. We are indeed experiencing heightened volume currently and are doing our best to respond as quickly as possible. Unfortunately, we fell short in this case. Please send us an email to colorcrew@madison-reed.com so we can review your account and assist. Once again, apologies for your poor experience- it's not what we strive for.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.