A mother-of-three has hit out at Superdrug after her daughter's hair was apparently 'burnt off' after using a high-strength dye.
Claire Coles-Morton, 35, offered to help her 16-year-old daughter Courtney Andrews dye the tips of her hair in an attempt to achieve the 'ombre effect' the teenager wanted.
But Ms Coles-Morton, from Raunds, Northamptonshire, claims her daughter's hair felt hot to the touch half an hour after she applied the product and strands of hair then started breaking away when they combed it.
The mother of Courtney Andrews says her hair became 'red hot' and fell out when they tried to dye it blonde
College student Courtney says she was left devastated when she had to go to the hairdressers to get her hair cut to above the shoulders.
Ms Coles-Morton, a telemarketing executive, said: 'I checked the dye every five to 10 minutes after I applied to it to Courtney's hair.
'It got to half an hour and I needed to go to the loo to wash the dye off my hands. I came back and you couldn't touch her hair it was so hot, it had gone from slightly warm to red hot. You could not touch it.Previous
We rinsed her hair and put a comb through and the hair just kept coming away with
each brushstroke. Courtney was in hysterics, her hair was breaking off and falling out in front of her eyes. She couldn't bear to look in the mirror. She could feel that her hair had broken off.
each brushstroke. Courtney was in hysterics, her hair was breaking off and falling out in front of her eyes. She couldn't bear to look in the mirror. She could feel that her hair had broken off.
'Courtney watches these TV programmes and adverts where the models swish their hair and she just says: "I can't do that any more". It has really knocked her confidence.
'It's sad but looks are so important at that age. It's taken three hair appointments to get rid of it and it's cost me more than £80 to try and put it right.'
Superdrug have carried out an investigation into Claire's complaint and pointed out that while Claire had done a skin patch test - where dye is applied to a patch of skin - she had failed to do a strand test - where a few strands of hair are tested first.
Ms Coles-Morton said: 'Superdrug have responded and said we should have done a strand test beforehand but we did carry out a skin patch test and that was fine so we thought we would be ok.
'I've dyed hair at home before and nothing like this has ever happened. All I can think is thank God we were going for an ombre look and not doing the full head of hair, imagine what could have happened then.
'I am getting married in October and Courtney is dreading it because she hates the way she looks. Her friends have tried to tell her she looks lovely but she just can't see it.'
Superdrug say they have not received any other complaints about their 'permanent high strength blonding kit'.
A company spokesperson said: 'We are sorry that Claire Coles-Morton isn't happy with the outcome of the investigation into her complaint regarding her daughter's experience using our brand hair dye. Unfortunately Ms Coles-Morton's daughter did not undertake a strand test before using the product.
'We strongly recommend this as it not only allows customers to gauge the colour results but also helps to highlight any underlying problems, this is especially important when using a bleach based hydrogen peroxide product on previously coloured hair.
'We take customer complaints very seriously and can confirm we have not received any other complaints about this product, and a sample from the same batch has been tested to ensure it was not faulty.
'All our own brand products undergo vigorous tests, however we do ask customers to follow the instructions to ensure they receive the desired effect.'
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