Please watch my video explaining what diversion means and how it can impact your stylist.
Wednesday, July 2, 2008
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About Me
- David
- I am President, Professional Products Division of L’Oréal USA, Inc. and have been since February 2001. I began my L’Oréal career in 1990 as Managing Director of L'Oréal Coiffure in the UK. Aside from my passion for the salon professional products industry, my other hobbies include cinema, dogs and tennis.
Customer Service Inquiries
If you have a customer service inquiry regarding one of our Professional Products brands, please contact our highly trained team of customer service professionals listed below:
Redken: 1-800-503-3997
Artec: 1-800-345-5012
Kérastase: 1-877-748-8357 (Option 1)
Logics: 1-800-3-LOGICS
L'Oréal Professionnel: 1-800-345-5012
Matrix: 1-888-777-6396
Mizani: 1-877-726-3624
PureOlogy: 1-800-423-5369
Shu Uemura Art of Hair: 1-866-914-8750 (Option 1)
Kérastase: 1-877-748-8357 (Option 1)
Logics: 1-800-3-LOGICS
L'Oréal Professionnel: 1-800-345-5012
Matrix: 1-888-777-6396
Mizani: 1-877-726-3624
PureOlogy: 1-800-423-5369
Shu Uemura Art of Hair: 1-866-914-8750 (Option 1)
Labels
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- diversion (6)
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- shopping online (2)
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- What You Can Do (7)
Blog Archive
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2008
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July
(13)
- What the Grey Market Means
- Online Counterfeit Good Legislation
- What I Love About My Job
- I Want Your Feedback
- NAHA 19
- Why Pay More?
- Myths about Diversion
- Quality Guaranteed Only in Salons
- International Pricing Policy and Product Availability
- Customer Service Numbers
- GMA Consumer Report
- What is Diversion?
- Welcome to My New Blog!
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July
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3 comments:
David,
Diversion has been a personal fight that has taken me across 6 states PA, NJ, DE, MD, DC, and VA since February 2007. I have sent 18 emails with 5 additional phone calls to RedKen, Pureology, L'Oreal diversion hotline since February 26, 2007. I have given contact information, exact locations, map quest driving directions and even tried to bring RedKen, L'Oreal into email discussions with the main contacts of these diversion companies. All of which have gone un addressed, products are still on the shelf. My reply is always Mr. Romaine will contact you and/or we will investigate. I am happy to fight diversion since my wife and I own a salon in small town PA. A fight that I am so close to solving with the biggest food / drug distribution network. In my travels I have discovered one important factor, it can not be a salon or salons causing this problem (Diversion). What I am uncovering is that these companies are buying direct from L'Oreal and I think L'Oreal has no idea. But it is not only L'Oreal, I have found some information pointing to companies like ULTA whom front as a hair salon but seldom cut hair. One Ulta I stopped in to get the black codes from matched 2 food stores in town. And when I asked to get my hair cut they did not have anyone on that week to cut hair. Anyway I am still fighting and thank you for some fuel in the battle. RedKens old sight was a great resource and better helped the fight since the wording was better then the current statement. It changed a month after I address the FDA at CAERS@cfsan.fda.gov, REDKEN @ Nodivert@aol.com, Pureology @ pureology@us.loreal.com, L'Oreal finance directors @ cmillot@loreal-finance.com & jcarof@loreal-finance.com. I have all these emails. It seams that L'Oreal looked closer at the statements and changed the wording. Anyway, I am now going into food and drug stores and putting all the products in a food cart; bringing it up to the managers office and giving them the diversion statement. If these products are not removed from the shelf I will notify the FDA and BBB. This fight will be won and with your help we can be assured that our products will not be copied or diverted. With the distribution so out of control, copies from China will be coming soon. Any questions please contact the nodivert@aol.com people, they have all my information.
Thank you again,
Mike
I have been a salon owner and stylist for over 25 years. What you are preaching is nothing new, this is the same old sermon we have heard for many years. I stopped wasting my time calling the companies about diversion long ago. You know as well as I, that the only way to control diversion, is to control distribution. L'OREAL and other manufacturers have hundreds of distributor stores nationwide, all with huge quotas to meet, stocked to the ceiling with almost every major professional product line, all practically open to the public, where almost anyone can go in and purchase all the product they wish wholesale. The manufacturers have no-return policies which force distributors,salons and stylists to get rid of overstock any way they can. The chain salons and beauty stores, which front as salons, are allowed to purchase their products for half the price salons pay, as long as they meet their huge quotas. All of this and you ask why we have a diversion problem. I will not lie to my clients and tell them the professional product in the drugstores is not real. The drugstores and supermarkets get new packaging before salons do. It has been my experience that it is salons that are getting old packaging and old product, not the drugstores. L'OREAL could stop the diversion of their products any time they wish, if they were willing to do what it takes, which they are not. It would take radical policy changes such as, closing ALL distributor stores and selling only to PROFESSIONAL salons, not stylists. Providing a level playing field to every salon, by having one price to everyone. As a stylist and salon owner I will no longer support companies that do not support me, the independent salon. There are companies out there that do support our industry and these are the companies I will support.
Gregory, I want to thank you for your comment. I know that your concerns reflect those of many of your peers. One of the reasons that I started writing this blog was to keep you informed of our efforts in combating the diversion issue. As we continue to allocate our resources, dollars and employees dedicating themselves to investigating diversion, it became very clear to us that we needed to clean up our channels of distribution. Our business strategy involves taking more control of our destiny by acquiring a significant part of our distribution to further control diversion. Integrating our distributor stores into this process is complicated and will continue to evolve. To date, we have acquired large distributors including Columbia Beauty Supply, Beauty Alliance, Inc., and Maly’s West. By owning the network, we can remove layers and get closer to our hairdressers and their customers ensuring they are getting the best products at the appropriate price, both in the salons and the stores.
Your claim that supermarkets and drugstores are receiving fresher products is not true. We police diverted products and receive reports that show that products on shelves have been in cycle for a much longer period of time (in some cases years!)
For your concern about our relationship with chains, our chain partners all are legitimate salons with their own large marketing campaigns and education outreach.
My mission is to alert consumers of the negatives associated with diversion and to ensure that our business is fair to all of our professionals and that you can be profitable selling and recommending all of our products. This is why we’ve created the Salon Product Guarantee which guarantees our products to your customers only sold in your salons.
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