I'm not actually seeing my color, but this is pretty darned close. I like the way it covers, and gradually lets the grey "hint" it's way through, though it seems to be building up, so I am not getting that like I used to when I first started. I wish there were ways to get the in between colors. # 4 is too light, #11 is too dark, #9 is about right, but not warm enough unless I make my hair turn orange before applying it. There aren't any in between colors.
I hope you never need to talk to customer service chat. They are beyond useless in solving problems. They don't pay any attention to the details you give them. She told me to get color #6 to solve a problem that started when I had to try another brand due to unavailability of their product. Didn't I just say there is nothing available between 4 and 9?
For the first several months, my hair felt exceptionally silky after applying it. One time, my mother monopolized the bathroom when it was time to get the stuff out, and I had to leave it in for 20 minutes; my hair has been quick to tangle ever since, but it still looks fine, and does OK with a little conditioner.