CURLS brand dismissive of a wavy customer

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I was being light hearted, to a certain extent. My brown/yellow skin color matches my race/ethnic background as I am Pacific Islander/Asian :-)

I haven't found any hair product marketed to Pacific Islanders and most Pacific Islanders have hair that ranges from 2a to 4c, while most Asians have straight hair. If I found a CG company that marketed to me, as a mostly 2b/2c using models who looked either brown like me or yellow like me, I'd be delighted to try there products (product junkies of the world UNITE!). If the same company said my hair wasn't curly enough, well the deal is off.

At any rate, I use products that are marketed to all hair types, 1a-4c, as long as it is CG (PJs of the world UNITE!). I don't care who a company uses to model the products or who there target audience is, as long as they don't tell me my hair isn't curly enough or isn't straight enough for the products :-)

And if there are Asians out there who are offended for my use of yellow to describe me being Asian, I am sorry, but I do have yellow toned skin :-)
adthomas likes this.
Delurking here, hello everyone.

All this talk about marketing reminds me of this thing that happens at UK General Elections. All the political parties have teams "marketing" them to present their candidates and campaigns, and then the newspapers start analysing everything that happens. The market researchers work out who the politicians (and wannabes) can and must reach in order to win, discounting everyone whose vote is already decided, and everyone who is very likely to vote a certain way this time. The papers always end up depicting this mythical character, the citizen whose vote is swinging the whole election, who has been pieced together from all the relevant averages of available undecided voters and what they care about, because the candidates don't really need to care about anything except pleasing this fictional voter.

Most companies are going to pick a target group to aim sales to, customers who are available to be sold to, and have already been identified as available by market research efforts. The products will be sold to meet that groups averaged preferences. So if you are an unusual, not average person in the market for hair care, they are not going to be trying to delight you with marketing, you are not statistically relevant enough. However, if you are a member of a strong minority, at whom the product is aimed, it should be very important that you are not offended by the marketing.

If you are that unusual, not average, statistically irrelevant customer, as I am with my allergies, my hair that is affected by a rare genetic abnormality, and my other health needs which impact on my body care product options, they should all be delighted to have you buying from them...well you don't have to be me exactly, but if you have unusual needs for any reason. A lot of people don't fit the market researchers statistics, but I will tell all my friends if the product meets my needs and the staff are nice to me. So, my problem with the attitude that Curls took in this situation, is that a company is being rude about customers that are not the specific ones the product is marketed to, and I have to leave the earth if everyone has to be in a statistically relevant group, since I never will be.
sixelamy likes this.
I accidentally bought a few of the Curls products a while back and I have straight to wavy hair. The products were totally wrong for my hair. I don't know how the company rep could have told the customer politely that they were totally barking up the wrong tree with their request.
type 1-2c fine to medium, dry, thin hair
I accidentally bought a few of the Curls products a while back and I have straight to wavy hair. The products were totally wrong for my hair. I don't know how the company rep could have told the customer politely that they were totally barking up the wrong tree with their request.
Originally Posted by Msyoda
But that's the thing- properties such as texture/width, porosity, etc will make more of a difference than curl pattern in terms of whether or not a product works for you. Your straight to wavy hair might not have liked the formulations, but I know a number of wavies who loved their products.

3a/f/iii
Modified CG since 11/5/11
CLEANSE: CJ Daily Fix, DevaCare No-Poo, CHS Treatment Shampoo
RO: SS Caitlin's Conditioner, CJ Beauticurls Strengthening
LI: SS Repairing Protein Treatment, CHS Silk Leave-In
STYLE: Re:Coil, Curl Keeper, Deva Ultra Defining Gel, Curls Rock Amplifier,Sweet Curls Elixirs Okra Gel and Hard Hold Gel, SS Curl Enhancing Jelly and Firm Hold Gel
I accidentally bought a few of the Curls products a while back and I have straight to wavy hair. The products were totally wrong for my hair. I don't know how the company rep could have told the customer politely that they were totally barking up the wrong tree with their request.
Originally Posted by Msyoda
But that's the thing- properties such as texture/width, porosity, etc will make more of a difference than curl pattern in terms of whether or not a product works for you. Your straight to wavy hair might not have liked the formulations, but I know a number of wavies who loved their products.
Originally Posted by Corrina777
Any company that tells me my hair isn't enough for their products, curly enough, straight enough, too porous, too low porous, too fine, too course, etc (not enough properties or too much properties) in the tone Curls used to say a waives hair wasn't curly enough for their products, I will not buy their products. I don't care if it's my HG or if my family owns the company or whatever, I am not going to give my hard earned kala (money) to a company that says I'm not enough in such a dismissive or disrespectful manner.

I did try Curls products before and I liked what they did for my hair properties. I am a PJ and went on to try something else; lots of other things. I will not be buying Curls products again because of their dismissive attitude towards my not curly enough hair whose properties did well enough with the Curls products
"Our products probably are not the best solution for your hair, because they are formulated predominantly for people whose hair has a tighter natural curl than yours, may I suggest you speak to -Ms WavyLady at Blank Company- who will be in a better position to help you out ?"

They could even forward her email, with permission, to the nice folks at -Blank Company- for her, and send her some samples to pass on to her curlier friends.

They do not post derisory remarks on social media about the customer, no matter what, they simply do not have to do that.
I accidentally bought a few of the Curls products a while back and I have straight to wavy hair. The products were totally wrong for my hair. I don't know how the company rep could have told the customer politely that they were totally barking up the wrong tree with their request.
Originally Posted by Msyoda
But that's the thing- properties such as texture/width, porosity, etc will make more of a difference than curl pattern in terms of whether or not a product works for you. Your straight to wavy hair might not have liked the formulations, but I know a number of wavies who loved their products.
Originally Posted by Corrina777
Any company that tells me my hair isn't enough for their products, curly enough, straight enough, too porous, too low porous, too fine, too course, etc (not enough properties or too much properties) in the tone Curls used to say a waives hair wasn't curly enough for their products, I will not buy their products. I don't care if it's my HG or if my family owns the company or whatever, I am not going to give my hard earned kala (money) to a company that says I'm not enough in such a dismissive or disrespectful manner.

I did try Curls products before and I liked what they did for my hair properties. I am a PJ and went on to try something else; lots of other things. I will not be buying Curls products again because of their dismissive attitude towards my not curly enough hair whose properties did well enough with the Curls products
Originally Posted by KauaiMareCurl
I wasn't defending them. I was one of the people who commented on their original Facebook post and told them I thought their response was out of line. Like many of the others, my comment was deleted by CURLS. I have not purchased their products since (and I'm technically a 3a curly). I was just trying to point out (in response to someone else's comment), that yes, some wavies did like their products, because curl pattern isn't the ultimate deciding factor for finding the right hair products.
Firefox7275 likes this.

3a/f/iii
Modified CG since 11/5/11
CLEANSE: CJ Daily Fix, DevaCare No-Poo, CHS Treatment Shampoo
RO: SS Caitlin's Conditioner, CJ Beauticurls Strengthening
LI: SS Repairing Protein Treatment, CHS Silk Leave-In
STYLE: Re:Coil, Curl Keeper, Deva Ultra Defining Gel, Curls Rock Amplifier,Sweet Curls Elixirs Okra Gel and Hard Hold Gel, SS Curl Enhancing Jelly and Firm Hold Gel
I don't think you meant to be funny but I had to laugh because reminds me of a recent conversation. I had a discussion with someone recently about the difference between skin color and race. All white people aren't "white". And all black people aren't "black".Blacks and whites asians ect can have different skin tones. In the conversation I was asking a woman who is white and in the military how she felt about the hair rules. It doesn't bother her because she likes her hair short. I told her my cousin was upset because her supervisor told her because of the natural hair color rule white women could dye their hair blonde but black women couldn't because black people can't have naturally blonde hair. The lady said "well, they can't." I told her they can and I know people who do and she dismissed it as she'd never seen it. So then she says "I just found out black people can be albinos. " I said albinos occur in every racial group and also in animals. My cousin's grandma is an albino. Then she said "but how can a person be black and have white skin. I don't get it" I had to try so hard not to burst out laughing.
Originally Posted by adthomas
I'm not sticking up for CURLS' response to that poor customer. It was mean, unprofessional, and immature. But it may have been a result of exhaustion, or an outcome of trying to laugh rather than cry.

For example, if that customer service rep. had previously just been dealing with people like the woman written about by adthomas who says black people can't have blonde hair or be albino, I can understand that reponse being initiated out of frustration. There's always a breaking point, and generally those who wind up tipping someone over the edge are completely innocent of causing the build-up. If the CURLS rep. had spent the day explaining that CURLS products may be too heavy (or whatever) for loose curls, seeing seemingly straight hair self-identified as "kinky" might have been downright hilarious. Everything is relative, of course, but it's understandable that a US-based company would not see frizzy damaged hair as "kinky". We've all been in that situation where we want to say, "That's frizzy? Well, look at this! That's dark? Well, look at this]! That's tall? Well look at this!"

The customer service rep. should have been made aware of the different definition of "kinky hair" in the UK. Perhaps the rep. thought the potential customer was pulling her leg or mocking? It happens...people go to amazing lengths to be rotten to other people.

If that wasn't the case, I cannot imagine that kind of meanness being acceptable, no matter that the person was not "identified". It is shocking to me that the entire conversation was not removed.
3b/c, Coarse, Low Porosity, Desert Climate
CG since August 2011/Occasionally Minimally Modified since 2013
Favorites: Beautiful Nutrition Cocoa Curl Cleansing Conditioner, Beautiful Nutrition Cocoa Curl High Definition Moisture Gel, Beautiful Nutrition UltraLight Lime Jel Control Serum, Beautiful Nutrition Lemon Rinse Clarifying Treatment
Walked right past the CURLS brand (that worked for me in the past) and bought me some Camille Rose and Suave :-) I was looking for the new Kinky Curly Deep Conditioner but my Target store didn't have it yet.
Just now reading this thread and wow.....that's seriously messed up.

From a Communications standpoint, the person handling their social media was in the wrong and should have issued an apology. If it were my company, that person would have been at least warned and the post would have been taken down with an apology in it's place. It is unbelievable that they would rather lose so many potential customers.


3B, fine, normal porosity, high density, medium width and length
Conditioner: Tresemme Naturals, Trader Joe's Tea Tree Tingle
Co-Wash: As I Am Coconut Co-Wash
Leave in Products: As I Am Leave-In, SM Smoothie/Milk, KCKT, Giovanni Direct Leave-In
Air Dry

Looking for new products and methods to try!



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