Kérastase Reviews 32

Never purchasing a thing from this place again. Charged 130 dollars for product never received, and lied to by one rep, who verified my correct address, yet told me because it was delivered, I now have to wait 7 to 10 days for an "investigation" to receive a refund when I sent numerous emails prior to the call, then when I asked for a supervisor, parked on hold for 13 min. Called back, 2nd rep verified the incorrect address, yet told the same thing 7 to 10 days for a refund.

Placed a $176 order to include a bonus sample and limited edition black velvet pouch. First they forgot to ship part of my order and the pouch. When I received the incomplete order I called and they confirmed forgetting part of the order and said would ship it. Next day canceled the pouch as out of stock. Called and asked for the new bonus item in place as it was their fault/mistake. They refused to do so. Second, items received were in an unpadded UPS bag causing the sample to be smashed and leak all over products. They have been unsympathetic, unapologetic, and unwilling to correct THEIR mistake. When I finally receive the remainder of my order, I will be returning the $176 of products. This IS NOT the behavior of a high end product or good customer service...especially for a regular customer.

WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question. Also if you leave an email for the company at the email they tell you to use the response is even more generic than the human that answers the phone. I STILL have not gotten answers to two very basic questions!!!!! PS - You can buy their products from other sellers for less!!!

The customer service is really bad, I did not receive my order and they did not refund to me. Never had such bad customer service in North America before.

They have lack of transparency.

You will buy and give you a date and then suddenly is delayed and they link you to another page saying that is expected the delay.
After all you contact customer support and whoever talks there use his best sarcastic way to tell you that is your fault on their lack of transparency

I placed an order using a promo code that included additional complimentary gifts. However, these gifts were never delivered. I reached out to customer support several times — both by email and through two phone calls — but my issue has not been resolved.

It is clear that support agents are not reading the content of my messages. I keep receiving the same template responses that do not address my concern. When I asked to be contacted by a supervisor, I was told that my call “was scheduled,” yet nobody ever followed up.

This level of service is unacceptable for a brand that positions itself as a premium luxury retailer. I expected significantly better customer care, especially considering the price point of Kerastase products.

I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe. If you have your cat box in your bathroom maybe that is something you want? I don't know who would want that much perfume. I did contact the company and they said they reserve the right to change the scent of products any time and no scent is listed on the bottle for a reason. When I tried to leave product reviews, anytime I hit less than 4 stars for a product a pop up would say something went wrong and I would have to come back later. One bottle of shampoo for fine hair smelled okay but for some reason my hair is frizzy and full of static when I use it (I just finished a bottle and didn't have that problem). I honestly don't know what has happened to this brand but buyer beware - this is not the same product you received 8 months ago.

9/2/2025 asked for a refund on 8/27. No response, still no product shipped. Terrible terrible company.

Ordered 8/12/25. They printed a label on 8/15 and claimed it was shipped. Here it is, 8/27, and UPS still doesn't have the package. I will never order from them again, and plan to dispute the charge with my bank.

honestly really incredible. not happy the oleo relax has been discontinued, brought back and tempered with but the products are increidble and this is coming from an older gentleman with severe allergies. worth its weight in gold

Purchased two items. The split and oil and the scalp oil. Boy arrived in the same shipment. The scalp oily box and product was sealed. I went to open the box for the split end oil and the box is damaged and the seal isn’t stuck down. I take the product out and the bottle has oil all over the outside of the bottle. Either it was returned or some how it wasn’t sealed. I asked for a replacement and they told me no be use it wasn’t damaged. What a joke.

It doesn't smell very good. It's like men's colognes. I sneeze a lot. Is there any unscented for Kerastase?

DO NOT ORDER ONLINE FROM THIS COMPANY. I placed an order online on 11/29 which was supposed to be delivered 12/5. By 12/10 UPS reported the package was missing. I called kerastace and they told me I had to wait another 5 days before they could do anything. I called kerastace back on 12/18 as UPS officially reported the package was not recoverable. Kerastace told me they still couldn’t issue a refund and needed to send the request to another person who I might hear from in 3 business days with a possible refund. The customer service is so bad, I’ll never buy from them again. Too many other good products with good customer service.

Great product, but their customer service and communication is terrible. They sent me emails asking me to review previous purchases, which I did, and as a reward they sent me a code to use for a discount on my next order. When I went to place the order, the code was "invalid". I spent 20 minutes on the phone with a representative who could not get the code to work either and ultimately gave me another code to use.

Fast forward two weeks later, and I was puzzled that I hadn't received any update on the status of my order. I logged on to check the status which was noted as "under review". I wrote to them to ask what this meant and in response, they sent me a vague email stating that either my full order or part of my order had been canceled-with the reasons being either 1. An item is no longer available or 2. I had canceled the order. A few minutes later, I got a shipping notice email, and indeed, one of the items I had ordered (Night serum) had been removed from the order. The puzzling thing is that the website shows that this product IS available and in stock. So now I have had to write to them yet again to ask them why they are not sending me this product that they clearly have in stock.

Bottom line, the product is good yet crazy expensive, and I'm incredibly frustrated that I have had to spend so much time trying to resolve these ordering issues. It should not be this difficult! This company definitely needs to re-examine its fulfillment department and clean some things up.

Very good at spamming you with 100 messages a day, but when it comes to their part, they take their time to correct their mistakes. They mishandle shipments and ask you to make quite a few phone calls for them to replace the items. Also beware, their system frequently doesn't apply the promotions they pull you into their site with and charge you full price while you'd be thinking you've got 20% off.

Needed to spend $150 To get a new Premier range shampoo and conditioner travel size. I spent $157. Then used a $10 reward which on submitting meant was $2.80 under the $150 so they removed my gift. I rang several times explaining I had no idea my reward would mean I no longer could get the gift, Even the girls on the phone thought it unfair. Basically I should never have used the reward!! Management stood firm on me not getting the gift. NEVER AGAIN WILL I BUY FROM THEM, my spent has been well over $1000 in 12 months, order KER00481689 on 13 August 2024.

Unprofessional. Absolutely horrible customer service. If you are charging that much for shampoo....at least be polite and professional.

This is what happened after I didn't receive my order...I reached out to Kerastase (loreal) and was told I had to wait a day before I could put in a claim. Then I was told the next day because I waited a day I would have to be investigated. Then I didn't hear back for 5 days and I had spent 175 on this order so I was in a panic that I lost all of that $. I reached out in here and magically it was decided they would replace it. I was told to wait. I got an email saying my tracking info would be sent soon. I didn't get it so i reached out twice a day. Each day I was told to wait for the email. Today 5 days later i am told the "system rejected the order because someone put in the incorrect quantity 5 days ago" no one reordered but 3 days later someone put in a note so they knew. Now I am told that the amazing deal on the curl manifesto mask is gone so they will only refund that (even tho the website says it's still available and my daughter just bought one) and they gave to refund it and will send the rest of the order but no expedite or anything like that at all Because apparently all this doesn't mean anything to Kerastase. They don't care about the customer at all. I have never in my life dealt with a company that cares less for their clientele. And I can not believe a loreal company would allow customers to be treated this way. This is the epiphany of a company that has gotten so big they forgot that the customer is the reason they are in business. Update:Their answer to all of that----and I don't get any samples to my order even tho I am.an "Epic " customer---- is 9.18 off. Wow.

My hair loves Kerastase products. I use the line for blonde hair, and my hair is perfectly shiny, soft, and strong even though it's bleached. I will never stop using these products.

Some products are ok.

I recently purchased 4 products from Kerastase - USA with a $21 (NEXT DAY) option to expedite the delivery of this order, KER_05721227 on Jan 15, 2024.
I am still waiting for a confirmation. I contacted customer service from the delivery company, and they replied that they hadn't received any label from Kerastase, with the number I provided to them DLPSC4A7987B1C5. It's very irresponsible and disrespectful to the customer. Very questionable service from an international brand. Never had this issue with this brand. SO DISAPPOINTED