L'Oreal Paris Excellence Creme Hair Color, 4 Dark Brown

I haven’t used the product yet as it didn’t come with any gloves which was frustrating.

I have been using this for decades and the last two times it didn't cover the gray and instead left a orangey hue on the roots. I always follow the instructions exactly, and haven't changed how I use it anyway. The first time it didn't work I thought maybe just faulty product. Second time it didn't work I looked at the box and it says 'New' on the box now. I looked at the L'Oreal website and it is says, "Experience visibly better hair quality than before colouring* with Excellence by L'Oréal Paris now enriched with hyaluronic acid!" Oh dear, a new formula. Perfect example of "If it ain't broke don't fix it." So I tried to chat with online support explaining it no longer works. First they said the formula isn't new - I had to point them to their own website page. Then they said it isn't all that new.... Then came a lot of stupid suggestions, like "did you follow the instructions" and "try leaving it on longer than the instructions say" ... and more such nonsense. So I told them it doesn't work, and they need to go back to the old formula. I also noticed the formula is lumpy, comes out thicker and takes more effort to squeeze it out of the bottle. Maybe it just doesn't mix anymore. Or maybe the extra ingredient(s) or removed ingredients stop the dye penetrating the hair. Who knows, it just doesn't work. I also noticed that even after a few shampoos the colour was coming off my hair and onto my white towels! Such a shame, now I have to find another brand. Do not waste your money on this.