Smoothing Conditioner

We are deeply sorry to hear that the updated Mega Sleek conditioner let you down with its runny consistency, overpowering scent, and lack of detangling power. When we transitioned to a 100% vegan formula, we replaced our rich Shea Butter base with lighter Jojoba Oil and introduced a new fragrance, but we recognize that this shift stripped away the thick slip and effortless detangling our customers loved. While the original formula has been officially discontinued, we hear your demand loud and clear and are passing your direct feedback to our product team. We want to make things right for you, so please reach out to 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 and help guide you to a rich, easy-detangling alternative, such as our deeply moisturizing Food For Soft line.

Thank you for being such a loyal, consistent user of Matrix for years, and we are so truly sorry to hear how disappointed you are with the updated Mega Sleek conditioner. When we renovated the line to be 100% vegan, we replaced the original Shea Butter base with Jojoba Oil and introduced a new, warmer fragrance profile. However, we recognize that this shift stripped away the effortless slip, deep moisture, and subtle scent you relied on, leaving your hair tangled and unmanaged. While the original formula has been officially discontinued, we hear your plea loud and clear and are passing your feedback directly to our brand leadership team. We want to take care of you, so please reach out to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

Thank you so much for being a loyal user of Matrix Mega Sleek for over a decade, and we are deeply sorry for the disappointment and frustration this reformulation has caused you—especially after stocking up during a liter sale. You raise a very fair point regarding packaging transparency: when a product undergoes a major overhaul in both performance and fragrance, our customers deserve clear labeling so they know what to expect before buying in bulk. In our shift to a 100% vegan formula, replacing Shea Butter with Jojoba Oil and introducing a warm gourmand fragrance (which carries strong vanilla, caramel, and sweet notes), we recognize that the rich moisture, effortless slip, and subtle salon finish you relied on for ten years were lost. Seeing your hair left frizzy, dull, tangled, and smelling like a sweet baked good is far from the professional quality you expect from us. We completely support your decision to return your liter bottles. If you experience any issues or pushback returning them to your retailer, please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST). We will make sure your return is handled smoothly, issue a direct refund voucher if needed, and share your feedback on packaging transparency and fragrance directly with our brand leadership.

Thank you so much for your 20 years of loyalty to Matrix Mega Sleek. We are glad to hear the conditioner is still performing well for your hair, but we are deeply sorry that the strong new caramel-pistachio fragrance is so overwhelming. We hear your feedback loud and clear about preferring the subtle, clean scent of the original formula, and we are passing your comments directly to our product development team. Please contact our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can assist you directly and help you find a high-performing alternative in our lineup with a milder scent.