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Old 09-05-2013, 10:56 AM   #1
 
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Thumbs down CURLS brand dismissive of a wavy customer

"Received an email today from someone in need of products for her "extremely kinky hair." Excited at the prospect, i replied, "send me pix, i'd love to help!" OMG...she had STRAIGHT hair, a tiny limp...just lots of frizz. Not really CURLY HAIR..."

Image says
"Curly Hair problem #483
When people call their frizzy hair curly
."

And after many customers called them out for being nasty in public
"CURListas...i see the confusion! She said it was kinky....when it was actually STRAIGHT hair (not curly, or event wavy) with frizz. So, a total exaggeration...was SO surprised, was expecting true texture. Guess the intent wasn't properly conveyed. WOMP, WOMP..."
https://www.facebook.com/photo.php?f...type=1&theater

Posting on Hall of Shame because
- unprofessional to poke fun at a potential customer in public
- straight hair ain't frizzy, they failed to recognise badly treated wavy hair, yet market to caucasians, wavies and fine hairs
- 'kinky' actually means something quite different to some countries/ cultures/ ethnic groups. My shampoo'd and brushed out poofy wavy hair was described as kinky my whole childhood.
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Old 09-05-2013, 12:11 PM   #2
 
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Really sad IMO. Bad service!!
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Old 09-05-2013, 03:46 PM   #3
 
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That is definitely bad customer service and very mean girl-ish to post that publicly.

I think I know what they may have meant, but either way it was plain rude and nasty to post that on Facebook.

Last edited by SpiralSpunk; 09-05-2013 at 03:51 PM.
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Old 09-05-2013, 10:43 PM   #4
 
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Lots of frizz = NOT straight. Why they weren't aware of that, who knows, but publicly ridiculing someone, for any reason, is not only rude but really bad business. Anyway, we all know that just because a product is marketed for a specific hair type doesn't mean it won't work for other types as well.
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Old 09-06-2013, 05:58 AM   #5
 
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Well the storm in a teacup continues ... now they are deleting challenging comments and blocking wavies who dare to say they will no longer purchase (not me, people much less outspoken!).

Latest comment from CURLS
"with all due respect...no one was publicly humiliated, NO names were given, COME ON...was just sharing with fellow curlies."
It would have been easy to recognise oneself and feel humiliated IMO.
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Old 09-06-2013, 08:22 AM   #6
 
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It's unfortunate but it's their prerogative to serve a narrowly defined clientele. If they choose to ridicule potential customers who fall outside their target patrons it's their choice. Personally, I'm glad to know where they stand so I won't trouble them with my business!
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Old 09-06-2013, 08:51 AM   #7
 
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Man. They banned me for saying I felt like if you weren't what people on the thread were calling "REAL curly" it was mean and condescending. I said I thought all hair can benefit from the moisturizing properties of curly products. I said I have hair that's neither curly or straight and ends up being a real problem. I also said I was offended by some people saying "REAL curly". It feels like when I'm told I'm not a "REAL American" because I'm liberal. Nice. Indefinitely will not be using their products. Or recommending them to the REAL curly people I know. I'm pretty sure Shea Moisture and Curl Junkie are not upset by my wavyish use of their delightful products. Which even though I am not a REAL curly seem to work wonderfully on my hair.
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Old 09-06-2013, 08:54 AM   #8
 
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Wow, thanks for the heads up! I was thinking of trying some of their stuff when I have money to try new products, but now I don't think I'll bother.

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Old 09-06-2013, 10:11 AM   #9
 
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Do you have the term 'spin doctoring' in the US? They blocked at least four posters and deleted lucid and cogent discussion points.

Latest
"ATTENTION: For those that took offense to the post about people posing as curly, and calling their "frizzy hair curly" PLEASE lighten up! The person that emailed was NOT publicly OR privately embarrassed, she was graciously assisted, and was happy with our HONEST feedback and product assistance. If this kind of open banter is NOT up your alley, this is what we do on this page, feel free to dislike the page now."

Posing as curly? 'Open' banter? Really?
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CO-wash: Inecto coconut
Treatments: Komaza Matani, coconut oil, Hairveda Sitrinillah
Leave in: Fructis Sleek & Shine (old), Gliss ultimate volume, Inecto argan
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Old 09-06-2013, 10:27 AM   #10
 
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Yeah. "Open". Right.
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Old 09-06-2013, 10:29 AM   #11
 
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Oh well. I like my CJ and SM and SS and JC. Plenty of products in the pond from people who won't diss "straight frizzies" or "people who aren't REAL curlies". Aka wavy people.
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Old 09-06-2013, 11:41 AM   #12
 
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That is so disappointing and disheartening. So many of us work hard to be accepting of our hair, and to have someone who should be open minded and understanding be dismissive and rude is really a blow.

It really irks me when people say insensitive things and then tell people who don't think it's funny to "lighten up". That's a poor way of defending your statement and a cowardly way out, to simply put the blame on people receiving your message.

I feel like some people forget that when you put things on the internet, anyone can see them and you could be held liable for those statements. In this case I am glad that everyone now knows the true nature of this brand and can take their business elsewhere.

Glad you brought this to our attention, Firefox!

Stay strong, Chupie!! Fight the man, haha.
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Old 09-06-2013, 12:19 PM   #13
 
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Well, my comment has been deleted... Apparently they feel free to publicly shame anything but the curliest of curlies. I simply posted "Congratulations, you have just lost one wavy customer. Well done!" And they felt the need to delete it. I guess it's ok for the company to post rude comments about potential customers, but not ok when a current customer politely expressed her disappointment in the way the company responded.
I am further disturbed to see a quite impenitent post about "textured" hair today. I guess they either have not learned or don't care.
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Old 09-06-2013, 12:30 PM   #14
 
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Well curls products didnt do anything for my hair anyway.... it smelled heavenly though.
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Old 09-06-2013, 12:51 PM   #15
 
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I'd say they don't care. But I'd like to go on record stating all hair has texture. All hair has different texture. Even within races hair has different texture. Straight hair has texture. Wavy and curly hair have texture. If you don't have texture you don't have hair. And then, yeah, if you don't have hair why are you hanging out in a hair page. Haha.
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Old 09-06-2013, 01:16 PM   #16
 
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Quote:
Originally Posted by chupie View Post
I'd say they don't care. But I'd like to go on record stating all hair has texture. All hair has different texture. Even within races hair has different texture. Straight hair has texture. Wavy and curly hair have texture. If you don't have texture you don't have hair. And then, yeah, if you don't have hair why are you hanging out in a hair page. Haha.

Yep. Maybe they should look up the definition of texture?


Main Entry:*1tex∑ture*Pronunciation:*\ˈteks-chər\Function:*nounEtymology: Latin*textura,*fromtextus,*past participle of*texereto weave &mdash; more at*technicalDate: 15781 a*:*something composed of closely interwoven elements ;specifically*:*a woven cloth*b*:the structure formed by the threads of a fabric*2 a*:essential part*:*substance*b*:identifying quality*:*character*3 a*:*the disposition or manner of union of the particles of a body or substance*b*:*the visual or tactile surface characteristics and appearance of something<the*texture*of an oil painting>4 a*:*a composite of the elements of prose or poetry<all these words&hellip;meet violently to form a*textureimpressive and exciting &mdash; John Berryman>*b*:*a pattern of musical sound created by tones or lines played or sung together*5 a*:*basic scheme or structure*b*:*overall structure&mdash;*tex∑tur∑al*\-chə-rəl\*adjective&mdash;*tex∑tur∑al∑ly*\-rə-lē\*adverb&mdash;*tex∑tured*\-chərd\*adjective&mdash;*tex∑ture∑less*\-chər-ləs\
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Old 09-06-2013, 01:36 PM   #17
 
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I won't be rushing to try their products then. One less potential customer...
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Old 09-06-2013, 01:57 PM   #18
 
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I believe I was the first one who got banned. I simply tried to impress upon them that even though she may have thought the girl's hair was straight, it was highly likely that her "frizzy straight hair" was wavy hair that needed the proper care and technique. I said it was bad business to not educate yourself on the unique problems of wavies and the potential benefit of their products for this hair type.
I was told I had no idea what I was talking about.
However, I'm willing to bet, if I sent in pics of my hair fine tooth combed while wet, I would be told my hair was straight, and that their products wouldn't work for me.
As I am sure this is the way it is with a lot of wavies.
It is sometimes impossible to tell if someone is a wavy unless they scrunch when wet. That's all I'm saying. You can't make that assumption based on a picture alone.
My follow up questions to this customer would have been if her hair has wave when wet. Is it damaged in any way, etc.
That's a much better indicator of hidden wavy-ness than a picture.

Last edited by swtndspcy; 09-06-2013 at 02:01 PM.
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Old 09-06-2013, 02:05 PM   #19
 
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New post from CURLS
"In light of the GRAVE misunderstanding of our post about straight hair being defined as "kinky" hair, what do you wish non textured women understood about textured hair?"

And
"Textured hair - waves, curls and kinks - fine, dense and everything in between."

I've already posted what 'kinky' hair is to UK caucasians of my acquaintance ... FTR it means hair that is not straight and not neatly wavy, wonky/ bendy perhaps. I was one of at least three who suggested alternate definitions which CURLS have deleted, blocked or ignored.
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2a-2c, medium texture, porous/ colour treated. Three years CG, growing out mechanical and chemical damage = breakage and very high porosity. Past armpit length heading for waist.

CO-wash: Inecto coconut
Treatments: Komaza Matani, coconut oil, Hairveda Sitrinillah
Leave in: Fructis Sleek & Shine (old), Gliss ultimate volume, Inecto argan
Styler: Umberto Giannini jelly, Boots Essentials gel
Experimenting with: going back to basics

Last edited by Firefox7275; 09-06-2013 at 02:07 PM.
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Old 09-06-2013, 02:10 PM   #20
 
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And yet they don't know a frizzy straight hair could be a wavy or even a curly?
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