THE dandruff shampoo Phil had been using since 1985 was suddenly discontinued, sending him on a journey to try and get it back.
You may have heard the intro, “Hi, it’s Phil from New York,” on TikTok over the last month.
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That’s Phil DeGorter (@phildegorter), who posted a TikTok pleading with Neutrogena to bring back their T-Gel shampoo.
He told The U.S. Sun that in the 80s, he was dealing with an embarrassing case of dandruff, and a dermatologist recommended the Neutrogena T-Gel to cure it.
Phil, 65, started using it immediately, and the issue was resolved after three weeks. After that, he never looked back.
He even credits the shampoo for his full head of hair.
But then tragedy struck.
Phil was running low on T-gel and asked his wife to reorder him some.
She went online and was shocked to see the price had skyrocketed from just $7 to $68 for a small bottle.
“That’s when I really got aggravated. I said, “Oh my God, I’ve been using this thing for so many years, and I didn’t want to pay that amount,”” he said.
He was used to it being out of stock at BJ, where he usually bought it, but he was devastated to hear it was discontinued.
Phil tried to speak to “someone of importance” at Neutrogena but couldn’t get past the customer service representatives.
“I am one unhappy customer from Neutrogena,” he said in his TikTok.
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“Somebody at Neutrogena made a very poor decision in canceling this item.
“It’s about time that we tell Neutrogena that we’re unhappy with decisions that are being made there by their upper management.”
Phil encouraged viewers to comment if they were also missing the products or if a Neutrogena product they used had also been discontinued.
The video went viral, and “all hell broke loose,” he said.
Over 24,000 people flooded the comments to rally around Phil and help him get his beloved T-gel back.
“T-Gel is the best! Should be illegal to discontinue,” wrote one person.
“If Phil from New York is unhappy, we are all unhappy. Get this man his shampoo, Neutrogena,” commented another.
A third viewer added, “Neutrogena, he’s been a very loyal customer for so long! Don’t do him dirty like this!”
REACHING OUT
Neutrogena apologized in the comments and even sent Phil a box of some of their best-sellers, like sunblock and makeup wipes for his wife, but no T-Gel.
The company sent him a direct message suggesting he use their T-Sal formula as a replacement.
“After reading their message, I could tell it was the end of an era for T-Gel,” he said.
Neutrogena promised to send him a sample, but before it came in the mail, a dermatologist suggested he try the Walgreens brand T-Gel.
“After over ten days of using this, this is the new holy Grail item,” he said.
“If I poured this into a Neutrogena T-Gel bottle, I wouldn’t have known the difference.”
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The only difference he noticed was that he got a better lather with a smaller amount than he used with the Neutrogena brand.
Walgreens sells its T-Gel for $15.99 for a 16-ounce bottle.
Phil finally tried the T-Sal from Neutrogena, but after using it for multiple days, he said it just didn’t work.
A LESSON IN CUSTOMER SERVICE
Phil worked in retail for many years and understands that products get discontinued sometimes, but he has a message for Neutrogena.
“You won’t stay on top if you don’t make sure your customers are satisfied,” he said.
“That was always one of our biggest concerns as retailers. At all costs, they didn’t care if we lost money.
“If you could satisfy the customer, that’s what we had to do. And I certainly agree with that philosophy.”
Over the years, Phil had introduced some of his friends to the product, and they were equally upset about it getting pulled from shelves.
One of his friends spent more than $600 to buy the last of the T-gel he could find on Amazon because he was “scared he was going to lose his hair.
“I said he’s gotta be crazy to do that, and he said, “Phil, is it cheaper than getting a wig?”
While the Walgreens replacement is working well for him, he admits that he is a brand loyalist, and if Neutrogena were ever to bring back the T-Gel, he would go back to it.
“It’s a mental thing in my head because I know I still have hair because of that T-gel,” he said.
In other retail news, Walmart fans found a perfect substitute for a discontinued treat at Kroger.
Plus, Rice Krispies brought back a popular flavor for the first time in 20 years.
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