Kérastase Reviews

I placed a $176 order that included a bonus sample and limited edition black velvet pouch. They shipped my order incomplete and forgot the pouch entirely. When I received the partial shipment, I called and they admitted the mistake and said they'd send the rest. Next day they canceled the pouch claiming it was out of stock. I asked if they'd substitute the new bonus item since it was their error, but they refused. On top of that, the items came in an unpadded UPS bag which caused the sample to break open and spill onto everything else. They haven't been sympathetic, apologetic, or willing to fix what they messed up. Once I get the rest of my order, I'm returning all $176 worth of products. This is not how a luxury brand should treat customers, especially loyal ones.

Their customer service is really bad. I never got my order and they refused to give me a refund. I've lived in North America my whole life and have never seen customer service this poor before.

They're not transparent at all. You place an order and get a delivery date, then suddenly it's delayed and they redirect you to another page explaining the delay is normal. When you reach out to customer support, whoever answers is super sarcastic and basically tells you it's your fault they didn't communicate properly.

Really fantastic products overall. It's unfortunate that the oleo relax line got discontinued, brought back, and then messed with, but everything else is genuinely excellent. I'm an older guy with serious allergies and these work great for me. Absolutely worth the investment.

Ordered two items: split end oil and scalp oil. They arrived together in one shipment. When I opened the split end oil box, it was damaged and the seal wasn't sealed properly. I pulled the bottle out and it was covered in oil on the outside. Either it was a return or wasn't sealed correctly. I asked for a replacement and they said no because technically the bottle wasn't damaged. That's ridiculous.

They're amazing at sending you 100 messages a day, but when it's their turn to fix things, they drag their feet. Their shipping gets messed up regularly and you have to make tons of calls just to get replacement items. Also watch out because their system frequently doesn't apply the discounts they advertise on the site. You'll think you're getting 20% off but get charged full price instead.

The rewards program here is a complete scam. I needed to spend $150 to get travel sizes of a Premier range shampoo and conditioner. I spent $157 but then applied a $10 reward, which brought me under the $150 minimum, so they took away my gift. I called multiple times to explain I didn't realize using the reward would disqualify me from the gift. Even the customer service reps thought it was unfair. But management refused to budge. Basically I should have never used the reward at all. After spending over $1000 in 12 months, I'm done shopping here. Not coming back.

After my order didn't arrive, I contacted Kerastase and was told to wait a day before filing a claim. The next day they said since I waited, I'd need to be investigated. Then nothing for 5 days while I'm worried about losing $175. Finally reached out here and they agreed to replace it, but then the runaround started. Got an email saying tracking would come soon but didn't receive it. Called twice daily and kept hearing to wait for the email. Five days later they tell me the system rejected it because someone entered wrong quantities back then, but apparently they knew about it three days later and didn't fix it. Now the curl manifesto mask deal is gone so they'll only refund that item even though it's still listed on the website and my daughter bought one yesterday. They're sending the rest without any rush shipping. Seems like Kerastase really doesn't care about keeping customers happy.

Recently bought 4 products from Kerastase USA and paid extra $21 for next day shipping on January 15, 2024. Still waiting for any confirmation on my order. I called the delivery company to check and they said Kerastase never sent them a shipping label. This is really irresponsible and disrespectful to customers. Such poor service from an international brand. I've never had this problem with them before. Totally let down.

Worst haircare I've tried. Customer service doesn't even understand how their own subscription program works. The product smells so strong with perfume it almost made me faint in the shower. The smell wouldn't go away and my hair reeked like a perfume counter for days. It contains sulfites and left my hair looking frizzy and feeling dry.