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Woman Distraught After Burning 24 Inches Of Her Hair Off Using Superdrug Toner

Woman Distraught After Burning 24 Inches Of Her Hair Off Using Superdrug Toner

A woman was left too traumatised to leave the house after burning off two foot of her hair using a Superdrug toner.

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Mum-of-two Shanon Kent, 23, spent three months so self conscious that she couldn't go out without a wig, after using the £12 silver toner for just 10 minutes, only for 400g of hair to fall out.

The recommended time for leaving in the top-up toner is 30 minutes, according to the information leaflet within the box.

But she washed it off after just 10 minutes - along with most of her hair. What's more, Shanon made sure to do a patch test and an allergy test, too, to be doubly careful.

Shanon used to have long hair (Credit: SWNS)
Shanon used to have long hair (Credit: SWNS)

Shanon recalls that after the toner began to hurt her head, she decided to wash it off in the bath. But as she did so, clumps of hair were falling out.

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And when she attempted to brush her hair after washing it, only tiny whips remained.

The stay at home mum first used the very same toner two years earlier, with no adverse side effects.

But when she bought the Superdrug's Own Brand Vibrance Silver hair dye on 16th November, the results were far from how she'd hoped.

Shanon was left with barely any hair left (Credit: SWNS)
Shanon was left with barely any hair left (Credit: SWNS)

She contacted the company via its Facebook page the following day (17th November), sending them photos of the product and what it had done to her hair.

And two days later, on 19th November, she was sent an email by Superdrug's Customer Service Team, telling her they were investigating and asking her to fill out a questionnaire.

Shanon claims that, six weeks later, she was offered just £5 back as a refund for the Superdrug product, as well as £30 worth of points on her Superdrug card.

But she says that, as of yet, the company has not given her any money back - and she even had to pay to send the hair toner back so Superdrug could run tests on it.

Shanon was devastated when all her hair fell out (Credit: SWNS)
Shanon was devastated when all her hair fell out (Credit: SWNS)

In an email dated 31st December 2019, Superdrug went on to state that they had investigated the incident, and that the product had been fully tested, "and not a single participant showed a reaction".

The email read: "I know that this is not the outcome you were expecting, however at this stage we are unable to accept any responsibility for your experience with our product."

But Shanon responded saying: "This is absolutely not acceptable now.

"The hair dye was £12 but I'm getting refunded £5 of it. The £30 minus £16 haircut and £4 postage to return the product, that leaves me with £3 left over... obviously not."

Shanon couldn't leave the house for three months (Credit: SWNS)
Shanon couldn't leave the house for three months (Credit: SWNS)

Claiming she even had to go to the doctors to get steroid cream for her scalp to deal with the soreness, she added: "I wouldn't go back to Superdrug again, but all they've given me is £30 worth of points on my card that I'm not going to use."

A spokesperson for Superdrug said: "We were aware that the customer in question was not satisfied with a hair product she had purchased.

"However, we investigated this with our supplier, who confirmed that there was no irregularity found with the product batch.

"We were sorry to hear about the trauma experienced by the customer and therefore offered a good will gesture in light of this.

"We always recommend that customers follow the instructions for use provided on pack, including carrying out a strand test to check for any reaction prior to use."

Featured Image Credit: SWNS

Topics: Beauty, News, Style

Joanna Freedman

Joanna is a journalist at Tyla with a particular interest in highlighting women's issues and telling inspiring first person stories. She's also their resident foodie, and loves covering exciting new beauty launches, too. Contact her at [email protected]

 

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