Smoothing Shampoo

We are deeply sorry for the disappointment and frustration you experienced with the updated Mega Sleek shampoo, especially after purchasing an entire liter bottle. You make an entirely fair and valid point: when a signature fragrance undergoes such a drastic shift—from our subtle classic salon scent to a warm, sweet caramel-pistachio profile—it should be clearly and boldly labeled on the bottle so loyal customers aren't caught off guard. Scent is an intensely personal part of your daily routine, and no one should be stuck with a full liter of product they dislike. We are passing your direct feedback about packaging transparency and the fragrance overhaul to our brand marketing leadership. We refuse to leave you stuck with a liter bottle that you hate, so please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We are deeply sorry for the confusion and disappointment you experienced with your latest purchase after 20 years of loyal use. We completely understand why you were checking the bottles—when color, scent, viscosity, and performance all change so drastically, it truly feels like a different product. Swapping the original Shea Butter for Jojoba Oil was meant to make the line 100% vegan, but we recognize it can leave hair coated and heavy yet dry and brittle. We refuse to leave you stuck with large bottles that don't work, so please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).

We hear your anger and frustration loud and clear, and we are so deeply sorry for how much this formula change has let you down. Hearing that you feel this renovation was driven by cost-cutting rather than customer care is hard to read, but we completely understand why it feels that way when a product that worked perfectly for you is suddenly altered. Our intention with this renovation was to transition the line to a 100% vegan formula, swapping our original Shea Butter for a Jojoba Oil blend and modernizing the scent. However, we recognize that removing what made the original so special has broken our loyal customers' trust and delivered results far below what you expect from a professional salon brand. While the original formula has been discontinued, we are passing your direct feedback—and your clear demand to bring it back—straight to our executive brand leadership. We do not want you to feel out of pocket, so please contact our Matrix Consumer Care team at 1-888-777-6396.

We hear your frustration loud and clear, and we are so truly sorry for messing with a shampoo you considered absolute perfection. Our brand-wide renovation to 100% vegan formulas replaced our original Shea Butter base with Jojoba Oil and introduced an updated fragrance, but we recognize that for our loyal community, this change completely ruined the magic and left you with the exhausting task of searching for a new shampoo. While the original formula has been discontinued, we are passing your feedback directly to our product development leadership. We want to make this right with you after your years of support. Please reach out to our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST)

Thank you for your 14 years of loyalty to Matrix, and we hear your raw frustration and disappointment loud and clear. Having a customer who has stood by us for over a decade feel duped, unheard, and pushed aside is truly heartbreaking for our brand. We do not want you to feel dismissed or out of pocket after 14 years of dedication. Please contact our Matrix Consumer Care team directly at 1-888-777-6396 (Monday–Friday, 9:00 AM – 5:30 PM EST).