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.

Thank you for sharing your experience, and we are so truly sorry to hear about the unpleasant reaction you had to our new formula. Experiencing a lingering scent that causes headaches—and having to use a second conditioner just to get basic results—is completely unacceptable, especially for a loyal customer who purchased our large 33.8-ounce liter bottles. When we renovated the Mega Sleek line to be 100% vegan, we replaced the original rich Shea Butter with Jojoba Oil and introduced a new, warm fragrance profile. However, we recognize that this updated scent can be overwhelming and that the lighter formula lacks the deep conditioning performance you relied on for years. We completely support your decision to return your new liter bottles. If you encounter any issues returning them to your point of purchase, or if you would like personal assistance, 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 experience is handled properly and share your feedback directly with our product team.

Thank you so much for sharing your heartfelt story with us. As someone with fine, long, and naturally wavy/curly hair, finding that one "holy grail" product to tame frizz and define your curl pattern is rare, and we are so truly sorry that our new formula broke your heart and left your hair feeling dry and like hay instead of silky smooth. When we renovated the Mega Sleek line to be 100% vegan, we replaced the original rich Shea Butter with a lighter Jojoba Oil base. While this was intended to provide weightless smoothing, fine curly and wavy hair often relies on the deep, protective lipid barrier that Shea Butter provided to lock in moisture and align natural wave patterns. Without it, the new formula can leave delicate, porous strands feeling stripped and straw-like rather than hydrated. We hear your frustration completely and want to take care of you. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can issue a full refund voucher. If you are open to recommendations for your fine, wavy texture, our team would also love to help you transition to a formula that brings back that silky softness—such as our A Curl Can Dream line for curl definition or our Food For Soft line for deep, weightless hydration.

Thank you so much for sharing your feedback with us! We are absolutely thrilled to hear that you love the packaging, enjoyed the scent, and that the conditioner left your hair feeling soft and free of any heavy residue. It is also wonderful to hear that even when you accidentally applied it to your roots, you didn't experience any issues with heaviness or buildup, which is a great testament to the weightless slip of our new Jojoba Oil-infused formula. While we generally recommend focusing conditioner on the mid-lengths to ends to keep your roots as voluminous and fresh as possible, you can absolutely rest easy knowing that the lightweight formula is forgiving if a little bit makes its way to the top. If you ever have any questions or need styling tips to get the absolute most out of your Mega Sleek routine, please don't hesitate to reach out to our Matrix Consumer Care team at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST)—we are always here to help!

Thank you so much for being an incredibly loyal, 20-year user of Matrix Sleek, and we are deeply sorry that the renovated formula has let you down. We completely understand your disappointment, especially since the previous formula was a staple for you for two decades. In our recent transition to a 100% vegan formula, we replaced the original Shea Butter with a lighter Jojoba Oil base; however, we recognize that on certain hair types, this new blend can sit heavily on the hair shaft, leaving it feeling greasy and weighed down rather than clean and smooth. Since this experience is far from the professional salon results you deserve, we want to make this right. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can personally help you find a lighter, more suitable smoothing alternative from our collections.

Thank you so much for sharing your feedback as an incredibly loyal, 20-year user of Mega Sleek. We are so sorry to hear that the new formula is causing your long, thick hair to feel dry, tangled, and difficult to brush. We understand how frustrating it is when these aesthetic additions and the shift from Shea Butter to Jojoba Oil make a holy grail product unusable for you. While we cannot change the formula back, we hear your frustration loud and clear and are passing your valuable feedback directly to our product development team. To ensure you aren't left with a product that doesn't work for you, we would love to help you get a refund. Please feel free to contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can make this right.

We hear you, and we are so incredibly sorry. Having a favorite product you've trusted for 20 years change on you is so disappointing, especially when it leaves your hair feeling dry and tangled instead of soft and manageable. We take your feedback very seriously. We are sharing your experience directly with our Product Development team so they know how much the original shea butter formula, scent, and detangling slip are missed. In the meantime, to help get that effortless slip back, we highly recommend misting our Color Fanatic Multi-Tasking Leave-In Spray onto your damp hair post-shower to melt away knots and restore silkiness. Thank you for being such a loyal part of our Pureology family for two decades. Your honesty means the world to us! 💜

Dear valued customer, thank you so much for your fifteen years of loyalty, and we are deeply sorry that our updated Mega Sleek formula has let you down. To transition to a 100% vegan formula, we replaced the original Shea Butter with Jojoba Oil and introduced a new warm caramel-pistachio fragrance, which can carry a tropical, coconut-like scent that we understand is overwhelming for some. While we no longer manufacture or stock the original formula, we want to make this right for you. Please feel free to return the bottle to your original retailer for a full refund, or contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST) so we can help you find a better alternative, such as our lightweight Food For Soft hydrating line.

We are so incredibly sorry for the disappointment and frustration! We know how upsetting it is when a routine you’ve loved and relied on for years changes, especially when you feel the price has gone up while the results have gone down. Our formula updates are typically made to meet new global clean-beauty regulations and to upgrade our active ingredients, but we clearly missed the mark for you. There is nothing worse than losing the beautiful results you used to get, and we hear your call to bring back the original formulas loud and clear. We are sharing your feedback directly with our executive and product teams today. Thank you for your honest and passionate feedback—our long-term customers are the heart of , and we truly appreciate you speaking up. 💜

We hear your frustration completely, and you make an incredibly smart point. Having a formula that used to make your hair feel thick, shiny, and soft suddenly leave it feeling limp and lifeless is so disappointing—especially when you've been a loyal fan for years. Your suggestion to keep the classic formula available alongside new innovations makes total sense, and we are sharing this feedback directly with our brand leadership and product teams. We want to hear what our long-term community thinks, and your voice is so important to us. Thank you for your honesty and for sticking with us over the years. We truly hope we can win back your trust! 💜

We are so incredibly sorry to have let you down. Being a loyal part of our Matrix family for over a decade means the world to us, and it breaks our hearts that the new jojoba formula doesn't provide the deep moisture, slip, and bounce your hair loved. We hear you loud and clear, and we are sharing your feedback about keeping both options directly with our team.