Excellent customer care
I recently had an issue involving the changes made to labeling hair color. Through a lot of confusion, I somehow ended up receiving my order and long story short, finding that the hair color was much too dark. It was a very convoluted situation, and I have to give mad props to the representatives who assisted me. Finding a proper resolution stretched over 2+ days. I was assisted by three different representatives. All three were exceptionally patient, knowledgeable, and helpful . After numerous phone calls, they never gave up on helping me and made sure my issues were resolved. Their dedication, professionalism, and genuine care for their customers are remarkable. Gricelda, was the representative who answered my first phone call. She took down all of the information. When it was necessary to talk with someone else, Vanessa happened to be the representative assisting me. Gricelda must have taken excellent notes because Vanessa was able to read those notes and have a very good idea on what was going on. I find that to be remarkable because looking back, I threw a lot of information at the first girl- all in bits and pieces, and in sporadic order because I kept remembering more detail as I spoke. Somehow, Gricelda was able to take all the information I gave her , create an accurate timeline and note them in the computer. That was so helpful because there is nothing worse than having to tell your story, time and time again, to different people. Vanessa assisted me on the phone more than once. I took up a lot of her time and I found it to be refreshing that every time our conversation was coming to an end she would ask me if there was anything else she could do to assist me, going on to say that if after hanging up, I needed further assistance while completing the steps I needed to complete, to please call her back. Vanessa helped to get me in contact with a team lead named, Shaelah. It was clear to see why this individual was a team lead. Not only did she help to find a resolution to my problem, she educated me on why this problem occurred, politely showing me the roll I played in causing it. It’s important for me to point out that she not only educated me on the change and how to best navigate through it, she educated me on WHY THE CHANGE TOOK PLACE!! that is important to do because when a customer has a negative experience due to changes the company made, many times they will go elsewhere. But if they can understand the reason behind the change, it may encourage them to be patient, learn to navigate around all the newness and continue working with the same company, which is exactly what I plan to do.
By Amanda S.
Response from Donna Bella Hair· Oct 23, 2026
Hello!! Thank you so much for this incredibly thoughtful review! 💕 We’re thrilled to hear that Gricelda, Vanessa, and Shaelah were able to support you every step of the way and turn a confusing situation into a positive experience. Your patience, understanding, and continued trust in Donna Bella mean so much to us. We’ll be sure to share your kind words with the entire team! ✨