I purchased the Liquid Toner Platinum
I purchased the Liquid Toner Platinum, which was advertised as the perfect solution for all hair types. Unfortunately, the product did not live up to its promises. It did not reduce brassiness at all, and after using it, my hair became stretchy, gummy, and started breaking – the complete opposite of what was promised.
I normally use high-quality haircare (for example, Kerastase silver shampoo works perfectly on my hair), so this was a major disappointment. On top of that, dealing with customer service has been frustrating: responsibility has been shifted to the manufacturer, and no refund has been offered, even though this purchase clearly failed to meet expectations.
I cannot recommend this product or the company I purchased it from.
Reply from Extendshoppen.se
UPDATE
Since you REFUSE to send us pictures with exif data or the product we cannot help you!
We want to clarify from the start that we have genuinely tried to carry out a proper investigation of your case. Unfortunately, you have so far refused to provide us with the photos we need to verify that the experience you describe actually happened after using the product, and you have requested a full refund without providing any evidence that the product caused the condition of your hair.
Both we and the manufacturer are fully aware of the product’s contents – it is essentially a pigmented conditioner and does not contain bleaching agents or strong chemicals. It is, therefore, not possible for the product to damage the hair in the way you describe.
That said, we have taken your case seriously from the very beginning. We have been in direct contact with the Swedish distributor and the manufacturer, Blonde Solutions, and we have escalated your case to them for review. Both have confirmed that this type of hair damage cannot occur from this product.
Nevertheless, we have repeatedly offered to investigate your case further. We have offered you a prepaid return label so that you could send back the remaining product at no cost to you. We have also asked several times for original photos with intact Exif data (date and time information) and at least one photo where your face is visible – requirements from both the distributor and manufacturer so that they can verify that the photos are recent and belong to the same person.
According to the Swedish Consumer Sales Act (§30) and EU Directive 2019/771, we as the seller must be given a fair chance to examine the product and collect the necessary documentation before we can approve or reject a complaint. Without the product and the required photos, we cannot legally carry out the investigation and therefore cannot approve a refund.
We are still more than willing to help resolve this matter – if you send us the remaining product together with the requested photos, we will start the complaint process immediately and test the product. If it turns out to be faulty, you will of course receive a full refund.
Our goal has never been to avoid responsibility, but to handle this case correctly and fairly in accordance with the law and with the manufacturer’s process.
UPDATE - Today Kristina e-mailed us this
"Thank you for your replies. As I have already stated, I will not be sending the product back or providing additional photos. For me, this matter is now closed.
Best regards,
Kristina"
Since she is not willing to give us evidence (we even offered to pay for the return in advance, but she still refuses) we cannot take this accusations seriously..
