Kérastase is a luxury hair care brand offering professional-grade shampoos, conditioners, and treatment products. This page aggregates customer ratings and reviews from RetailCoupons.com shoppers who have purchased directly from Kérastase USA. Read real feedback on product quality, shipping, and customer service before you buy.
Kérastase Reviews
1.6
16 reviews
What Shoppers Say About Kérastase
Created with AI, based on recent reviews
Kérastase has a deeply polarized customer base. The small group of satisfied shoppers praise the hair care products themselves as genuinely excellent and worth the investment, with at least one long-term customer noting strong results even for those with serious allergies. However, the overwhelming majority of reviews describe serious operational failures: incomplete shipments with items that never arrive, damaged products upon delivery, and refunds outright refused. Customers report that customer service responses are dismissive and sarcastic rather than helpful, with staff sometimes blaming customers for poor communication.
Beyond product quality, reviewers consistently cite systemic problems with order fulfillment, inventory transparency, and post-purchase support. Damaged seals, missing promotional items, and discounts that fail to apply at checkout appear in multiple accounts. The company's communication style has frustrated shoppers to the point where some describe it as the worst customer service they have experienced. While the hair care formulations themselves receive genuine appreciation from those who received their orders intact, the purchasing experience is so unreliable that it significantly undermines the brand's reputation.
Customer Reviews (16)
Sorted by: Most recentKevin T.Oct 9, 2023
Best haircare line out there. Definitely worth what you pay. You notice a real difference in your hair within just one week of using it.
Amanda S.Apr 19, 2023
Absolutely zero stars for their customer service if I could. This company has gone downhill fast. I ordered online and was happy to use Apple Pay at checkout. After paying, the website never asked for a shipping address. It automatically sent everything to the billing address on my Apple Pay account, which isn't where I live anymore. I emailed customer service right away asking them to change the address. They said they can't modify orders after they're placed but suggested I contact UPS. UPS said the shipper won't allow address changes. I've called customer service 5 times now and just get the runaround. There's no supervisor option and when they promise someone will call back, nobody does. I paid $175 for stuff I never received and they're telling me they can't help until the package comes back. How am I supposed to return something that never arrived? This is one of the worst companies I've dealt with. They have zero interest in taking care of customers.
Jessica N.Oct 6, 2022
I bought extra items I didn't really need because of a promotional gift with purchase. Never received the gift. Messaged their customer service three times and got nothing back. Just a heads up that they use false advertising to push sales. Be careful.
Cameron H.Apr 28, 2022
Don't waste your time. This company doesn't even deserve a single star. I'm disgusted. Didn't even get an invoice email. The Kerastase products I received look fake. Only positive thing was the DPD delivery worked fine.
Ashley R.Mar 22, 2022
Terrible experience. The Chronologiste line gave me horrible bumps all over my scalp. Getting help from their online and phone customer service has been a nightmare for over two weeks. They keep giving me the runaround. I just want my money back. These products are expensive and I shouldn't be dealing with this.
Marcus K.Jan 21, 2021
Their shampoo, oil and other products literally transformed my hair for the better. However, I absolutely hate shopping on their website. Shipping delays happen and I understand that's not always on them, but taking 7 to 10 days just to process an order is ridiculous. How long does it actually take to put two bottles in a box? The website itself is awful too. I keep getting logged out while browsing, and even when I try to log in at checkout, it treats me like a guest. After 4 orders, three went through as a guest because of the site issue and only one actually used my account.
Kérastase Review FAQ
Why is the Kérastase rating so low?
The rating of 1.6 out of 5 reflects a severe disconnect between product quality and customer service execution. While a small group of customers report excellent results from the hair care products themselves, the majority of reviews describe incomplete orders, damaged shipments, refused refunds, and dismissive customer support responses. Order fulfillment issues appear across multiple recent reviews.
Do shoppers recommend buying from Kérastase USA?
Based on 16 reviews, recommendation is mixed and cautious. Customers who received their complete orders intact appreciate the product formulations, but most reviewers do not recommend purchasing directly from the website due to shipping problems, poor customer service, and difficulty resolving issues. Several shoppers express frustration about how support staff handles complaints.
What are the most common complaints?
Recurring issues include incomplete shipments with missing items, damaged products arriving with broken seals, promotional items and limited edition pouches never being delivered, refunds being denied, advertised discounts not applying at checkout, and shipping delays without transparent communication. Multiple customers also report that customer service representatives respond dismissively to complaints rather than working toward solutions.
Are the actual hair care products good?
Yes, according to shoppers who received their orders successfully. One customer specifically praised the product effectiveness for sensitive scalps and serious allergies, calling them genuinely excellent and worth the investment. The complaint is not about product quality but about getting complete, undamaged orders and receiving proper customer service when problems occur.
How is the 1.6 rating calculated?
The rating is the average of all customer reviews on this page, weighted by star value. With 16 total reviews, approximately 81 percent are one-star ratings, reflecting significant operational and service issues. A small number of five-star reviews (13 percent) come from customers satisfied with the products themselves, but they remain the exception rather than the rule.
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