Overall customers appreciate the shampoo's reliable deep-cleansing and manageability, especially for fine or oily hair. However a recent scent and apparent formula change has caused significant dissatisfaction among long-term users who report a harsher citrus‑mint fragrance and a different feel — often described as drying or tingly. There are also recurring operational issues affecting customer experience such as delivery/fulfilment failures, partially filled bottles, and slow or unhelpful support, plus availability problems in stores.