Earlier this week I saw a flat iron by Ergo for sale at my hair salon. The salon told me how great it was, but I am the type who likes to research things before buying them--to try and figure out what is hype and what is not. I found Ergo online (askergo.com) and called them.
My call was returned promptly by Marlene, one of the owners of the company. She cheerfully and patiently answered all my questions and educated me on the ins and out of flat irons. I saw some of their other products (hair dryer, hair brushes, etc) on their web site and had questions about them as well. Again, Marlene patiently answered all my questions. She followed up with an email that provided me with more technical information.
Most of this company's sales is direct to salons and hair dressers (they have an impressive customer list of hairdressers-to-the-stars) yet Marlene treated me as an important customer even though I am just a consumer (in other words, I am not a salon owner who is going to be ordering in bulk).
Also, Marlene suggested I check out a local salon that carried their other products as an alternative to ordering from her directly (my salon only carried the flat iron and I'd wanted to see their other products). That way, I could see the products in person first, and "handle" them to make sure I liked them before buying them. And it also meant I wouldn't have to pay for shipping.
I bought a hair dryer, round brush and hot mat at the "other" salon, and went back to my salon to get the flat iron. Came home and had fun playing with the products, which all work wonderfully and really seem to be superior.
I had a question about the temperature control on the flat iron, so the next morning I called Marlene. She went above and beyond, and not only answered my question, but asked me to tell her the serial number on the iron. I read it to her and she informed me that I had an older unit, and that they had made some improvements to it since then, and she wanted to replace it for me free of charge. She arranged for her husband/business partner Robert to call me since he was going to be in my area the very next day. Again, this saved me shipping charges since I wouldn't have to send my unit back to them for exchange. Robert gave me a brand new unit this morning and told me about his products, showed me photos, etc. Like Marlene, Robert was very generous with him time and treated me like I was the most important person in the world.
I only wish that I was a salon owner or notable hair stylist so I could sing this company's praises and give them more business. In a world of impersonal companies that don't care about people, Ergo stands out as an "old style" business...so far the hair tools are amazing, and the customer service was so outstanding that I felt like I was in a time warp!
As for their hair tools--so far they seem great. I really like them--they are ergonomic (hence the company name) and work really well. Also, the tools come with a fantastic warranty so I know that if there is a problem, they will stand behind their products. And since I already know that their customer service is top-notch, I know that in the unlikely event that I need warranty service, that it will be handled in a friendy and professional manner.
Highly recommended! read more
