Appalling Customer Service and Defective Product from Zotos Professional
I am writing to share my extremely negative experience with Zotos Professional and their handling of a defective product. I purchased the All About Curls 6N Cocoa Curlicues hair color and developer from Amazon, and the product did not perform as advertised. Instead of providing proper gray coverage, it resulted in an undesirable orange tone and left my hair in poor condition.
When I contacted Zotos customer service to address this issue, the experience only worsened. The representative, Jeneta, initially questioned the product's authenticity, suggesting it might have been from a third-party seller, despite my order clearly stating "Sold by Amazon." They then made unreasonable requests, such as asking for LOT codes from discarded product containers, which I had already disposed of.
Instead of offering a solution, Zotos customer service deflected blame, claiming the issue was due to my application technique and color choice. They even had the audacity to suggest I visit a professional stylist, rather than addressing the product defect.
Furthermore, Zotos refused to take any responsibility for their defective product, directing me to seek a refund from Amazon. When I escalated my complaint, the response from the "Customer Experience Management Team" was sent anonymously, lacking any individual's name, demonstrating a complete disregard for accountability.
The entire experience has been incredibly frustrating and has cost me significant time and effort. Zotos Professional has shown a complete lack of concern for customer satisfaction, and their handling of this issue is unacceptable. I strongly advise against purchasing products from Zotos Professional