Prose Reviews 84

The product itself is very good.
But their website system will not allow snoozing your order more than 90 days. Now I get notified that they have charged me again and shipping when it was snoozed until 4 weeks from now. Customer service is non existent and the system to manage your subscription doesn't work properly. I have too much product at this point and will have to cancel it.

I ordered once from Prose and forgot to cancel my subscription and received notice of a second shipment. I accept that was on me but immediately canceled my subscription. Now they have charged me for a third shipment that I DID NOT authorize after I subitted a new debit card. Immediately they charged all 3 orders (1. Waiting for updated debit card. 2. Immediately charged from "my cart", 3. When I placed the right order). When I go to my account the subscription shows INACTIVE so I have no idea why they charge me for the 3rd shipment. I want to recoup some $$.

Also, you should leave Customer service phone number to call.

Lori

I ordered once from Prose and forgot to cancel my subscription and received notice of a second shipment. I accept that was on me but immediately canceled my subscription. Now they have charged me for a third shipment that I DID NOT authorize. When I go to my account the subscription shows INACTIVE so I have no idea why they charge me for the 3rd shipment. Their product is extremely expensive and I don't see any improvement in my hair.

I agreed to the subscription, but when I needed to make a change to my order the only way to contact them was a general email account - awful website that is no help at all and no direct link to their customer service on the order email nor is there any direct way to contact them or edit your order.

I asked to remove an item from my subscription because it was not necessary for my hair and it didn’t work at all for me. I contacted them about this a full week before my next subscription was supposed to ship out. I was told it was too late to make any changes because my sub subscription was “being prepared right now“ so the only way that I could actually eliminate this item was to pay the full amount for it Have it shipped to me and then have to go through the process of paying for shipping to return the item to them at my cost!!

Prose shampoo is horrible. I've used it for 2 months and my hair loss became worse. It started to come out in small handfuls. The back of my hair didn't have a problem, but it does now!!!!

Prose ised to be great i am a long time subscriber. Now they have no customer service. I use to be able to text and get an immediate answer. Now only way is be email wit 3 days then get an AI response. You cannt review them on their site either. Cancelling my subscription.

Wanted to try a new hair care system for my wavey hair. Decided to try out Prose. At first I thought it would make my life simpler....NOT! My first order did take some time to arrive. Seemed that they put way too much expense & effort to provide fancy bottles/packaging that's not necessary. I had signed up for auto fulfillment...only there was nothing auto or easy about it. Had another shipment scheduled on 8/4/25...still waiting for it (IT'S 9/8/25 NOW) AND they shipped out another order in less than a month time. I cancelled my subscription and am still waiting for PROSE to find & deliver me the $165.00 in products that they charged my credit card. DO YOURSELF A FAVOR & TAKE A HARD PASS ON PROSE!

I wish I had not wasted my money on this product. It left my hair feeling oily and heavy. You can buy products at department stores or beauty supply stores that are better than this. My hair looks dull after using this product! Don’t waste your money.

I asked multiple times to have my subscriptions put on hold. I am always told that they have been put on hold and that when I am ready for more I can do it manually. Yet AGAIN I just got an e-mail for another order.
This company also doesn't send you an e-mail to let you know an order will be placed within X amount of days to give you time to decide if you're ready or not. You just get an e-mail saying the purchase was made. And then it's IMPOSSIBLE to get it cancelled. I feel this is on purpose because the company ALSO doesn't allow cancellations even when you IMMEDIATELY cancel an order. Like within one minute of the purchase going through. They just won't, no matter what. Yet you can "return it after it's been delivered". Which also isn't true. You have to jump through so many hoops no matter what.
(I'm only giving this two stars because the shampoo and conditioner are actually pretty good if you get your formula right. I've had to try a few to perfect it).

Not sure what's happening internally at Prose, but orders just stopped arriving. They bill me, they send a shipping notice, but nothing ever comes. A $180 has been on its way from New Jersey to New York for 4 weeks and they just won't do anything about. I contacted "dhl" (the shady shipping co they use) so they'd hopefully track it down somewhere & they told me it'll get here when it gets here IF it gets here. Sorry Prose, $180 is too much to spend on "IF it gets here".

I ordered a set of hair care products as well as enrolled in a subscription and their website said that I have 30 days within the delivery date to return the products for full refund and when I called to return the products they told me to keep them because they were customized to my specifications. They ended up charging me and not keeping with their return policy. The products themselves make my hair fall out a lot as well as make my hair feel very greasy. I do not recommend this at all. These people do not know what they are doing as far as making a quality product and are forcing products on their customers.

I tested the product and it was very mediocre for all the advertising. I tried to cancel a different order later on down the line immediately after it was purchased and it is ZERO CANCELATIONS AND REFUNDS. It's kind of crazy that you cant cancel an order that you just paid when you you can do it literally anywhere else. Money grabber of a company for sure. Note to self for the future: USE A PREPAID VISA CARD! Very annoyed with this brand!

Their hair products are very average - you can buy better from any hair stylist. Prose auto-renews you 4 weeks later with no warning, and refuses to refund even if the request comes in hours after they process the order. It's a big SCAM don't be fooled - save your time and money.
These types of slimy practices are only done by companies whose products are not good enough to keep your business. Save your money and the hassle!

I would have rated them three stars based on their product, but they renewed the order without asking me first and they won't answer emails of me begging them to stop. Terrible... no, non-existamt, customer service!

I wish I looked at this before I ordered anything from them. basically I bought a set of hair care from them, during which I activated a subscription. well after I placed the order I “snoozed” my subscription which I (wrongfully) assumed meant it would turn it off until I turned it back on. I was wrong, a month later I was charged 70 dollars automatically. not even for shampoo or conditioner, but for supplements which in my opinion are super gross! apparently, you can not cancel orders!! even automatic ones! even ones that have *just* been placed. so I emailed them and requested to cancel it. since the order was automatically placed in the middle of the night I had to wait until morning to receive a response. well guess what. in the middle of the night while I slept, they SHIPPED the order. so I wake up to an email telling me they cannot cancel it because it’s been shipped. extremely shady and distrustful business do not order form them.

I am updating my review to reflect the response I got from Prose customer care. They have responded to my order requests and were very helpful in solving my issues. I have tried their skin care and really like it, so they were able to credit me there. They did respond to how I had reached out in regards to my formula, so I will give it another chance to see if I have better results with the new formula.

I had previously written:

I ordered the product and was not satisfied with the results. I reached out to the company as they suggest to reformulate based on my results. I never received a reply. I was going to cancel before my next order but got confirmation of a new order two weeks before I was supposed to. I immediately reached out to cancel and within hours was told the order had shipped. I reached out about returns and was told that due to the custom nature of the product I couldn't return. They suggested putting it in a cool place until I was ready for it?? I wasn't happy with it, so why would I be ready for it later?? I should have read the reviews! I've now cancelled and hope I don't co to ie to get charged. The product is nowhere near worth the price you pay for it.

I emailed them before they shipped it out to cancel, instead they shipped it out two days letter and emailed me to say they don't refund. I refused shipment and they have their product back. This company is a scam.

My order was lost in the handoff between shipping partners. I emailed them twice with no response. Finally after a week, I demanded a refund. There was no "sorry" or offer to resend the order. They did refund me. When I went to order again, their 60% off for new customer offer did not apply. After a week I was curtly told that since I got a refund, they would not honor the offer. I don't believe any other company would be so petty..

Note: Only use Paypal when ordering from companies with subscription services. Monitor the "Automatic Payments" section on Paypal and delete the companies listed under "active". Here is how you get there: Go to Settings, Click Payments, Select Subscriptions and saved businesses.

I never received my order. Tracking doesn’t work, it just says, “something went wrong” when I click on the tracking number. It was supposed to have shipped but there’s no information about where it is. My credit card has been charged already. My order was placed 15 days ago.

Update to add: tracking eventually started working, but my package was just lost in transit somewhere. Customer service did end up refunding me, and as of now, I haven’t seen any additional charges. That said, it hasn’t been ver long so I will update again if my refund is reversed or additional charges are made. I would still definitely stay clear of this company.

I wish I would have found this website and these reviews before trying this product. My card has been charged $130 after canceling my subscription and filling out a survey explaining that I canceled because I had adverse reaction to the product. I had to lock my card to avoid getting charged for product I didn't;t want and when I reached out to customer service , they gave me a load of bull that they can't help me or reimburse me because of their sustainability practices or the nature of their "custom" product. I am so displeased. I could not be more disappointed in this company. Great marketing team - worst customer service I have encountered. This is what we call a MOUSE TRAP in my group of friends.