I wanted to take this opportunity to clarify that for now, the Quality Guarantee Policy that the L'Oréal Professional Products division launched is currently for the US only. We are working with our international offices to branch out the policy, but currently this policy is valid only in the US.
Remember, if you purchase our products at your local salon or spa and you're not satisfied with their performance, return the product with a receipt within 4 weeks for a full refund. See you salon or stylist or brand product website for more information.
Wednesday, August 13, 2008
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7 comments:
David, I have been in the industry for 31 yrs. and have heard the entire time about diversion but the products have always been found in the grocery stores. With every order we receive we get your letter.
I live in the Northern suburbs of Atlanta. Lawrenceville, GA. I can easily shop at 7 different Kroger and Publix stores in a close proximity and all have multiple lines of very popular products.
I asked a store manager where they get it from, she replied without hesitation, "your vendor"! That example of grey market...please. That appears to me to be a lame excuse that you think we will accept as part of how products are diverted. Bottom line...the people you are trusting are the culprits.
The monopoly that the Wynn/Beauty Alliance distributors have is rediculous. We are bound to only them to order from, we spend our money with them and they divert salon professional products and nothing has been done.
I have called your tip line 3 times, still Redken is in the grocerystore. I know things take a while, but this is very easy.
Ask me to do some leg work for you, not a problem but don't send me to get samples from stores and then it not being followed up on.
Jeffrey
Jeffrey-
Recently, I was disappointed to learn that our anti-diversion hotline was not as responsive as it could have been. We had too many people involved in the process and I want to confirm with you that we are working to harmonize the functions. I will be blogging a post in the next couple of weeks as this process is ironed out. In the meantime, please send your emails to nodivert@aol.com. I’ve checked the inbox myself and can ensure you that our messages are getting into the right hands and are being addressed. Please know that eliminating products from these retailers is going to take some time so please be patient as we continue to clean up our channels of distribution and continue to track down the culprits.
One point I reassure you on-these products categorically do not come from “your vendor.” This is a myth that many merchandisers like to perpetrate in order to drive a wedge between stylists and manufacturers. That is why we have introduced our professional only “guarantee” for all our clients that buy from legitimate salons.
In the mean time you have a handful of Salon owners that like to think
outside the box, or as Sam Villa says "make your box bigger" and
expand their businesses by utilizing modern technology to provide
professional products on their internet sites. They charge the same prices
as they do in their salon (suggested retail price)and keep track of
orders that are suspiciously large, refusing to make those sales
for the sake of their fellow industry professionals. They offer
total accountability to the online client and back every item sold
with a guarantee. I even know of a salon owner who has offered
multiple times to volunteer to setup a simple managed program to
help salons that want to expand their horizons and promote more retail
on the internet at no cost to L'Oreal. BUT rules are
rules! Is focusing on reputable, honest businesses that refuse to
compromise (divert) a sound business practice? Rather I believe that they
are the very backbone of the manufacturer and should not be treated with
suspicion and mistrust. If manufacturers are truly looking for a partnership
with salons and their stylists and owners they should have an
open mind concerning the agreements they ask them to sign.
To expect that every consumer will physically visit a salon to make their
hair care product purchases vs. use the technology of the internet is naïve
and financially unsound; more likely they will pick it up at Target or Fred
Meyer where the products are readily available! There is a huge untapped
market that is begging to be tapped.
I commend the companies that are working hard at stomping out diversion, but
remember that for every computer virus update written someone is creating a
new one to beat the system.
It will never end and the ones who are losing out are the manufacturers and
the salons that are not allowed to grow with the technology we have before
us.
David,
I agree with cutterman. It seems that it would be in L'Oreal's best interest to work with the salons in order to create a system where everyone wins. There are companies like Dermalogica, where you fill out an application to sell their products online, they then will monitor your site and have the right to stop your online sales if you compromise the integrity of their product but, as you would say, violating your 3 C's.
L'Oreal should set up a test program with a few select websites that are back by reputable salons to set up the framework for other salons. I know that there would be a lot of us who would be willing to help pilot such a program. I for one would volunteer the time to help you create such a program.
It makes no sense to punish your salon owners for using the extension of technology and telling them that they are violating terms when the products are in ever grocery store in the country.
If a salon stays within the same framework that is required in the brick and mortar store, they should be allowed to sell online as well. IE, genuine products, sold at suggested retail prices. It would be much easier to monitor a website than every grocery store in every town in the USA.
Who can we talk to about starting such a program? Are you at all open to the discussion?
Our salons are our livelihood. Providing the best possible service to our customers is what keeps them using our services. Allow us to expand in a positive, supported fashion, and at the same time helping to develop a positive partnership that will advance with modern technology and retain the integrity of your brand.
Thank you for interesting comment on ecommerce. Obviously, we are not naive of the opportunities, and all of our brands have plans for the future but these can only come to fruition after we have made significant inroads into suppressing the diversion market.
Furthermore, ecommerce itself is a competitive business and when we move forward in this direction, we would want to equip our salons to be able to compete.
David,
Thank you for your reply. I agree 100% that the process of diversion needs to be stopped. I have watched it for years and it does not seem to be getting any better, although it is great to see more efforts being made.
Would you please contact me directly so that I can visit with you in a non blog arena. My email address is: hopthewake@gmail.com
I want to work with you and help to create the opportunity for salons to expand in this area.
Please contact me.
Thank you for your time in this matter.
Ryan
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