Kerastase Reviews 138

Got a broken bottle of shampoo delivered. Tried to contact customer service but its the worst customer service haven’t get any response since many days. Scam

Kerastase Genesis Serum for thinning haïr. The recommended course of treatment is for seven weeks. One bottle using three pipettes up to the black line instead of the recommended four lasts about four weeks. There was no mention that one bottle would be not be sufficient for the full course which makes the treatment double the initial price. As I have seen no effects it’s is not worth wasting more money on a treatment which may not work and a disappointing waste of money on the first bottle.

really bad experience with Keratase. Their product are not cheap. I did not receive my order and they said they can NOT do anything.

I visit my hair salon every month for a re-growth tint, wash and blow dry. They are fantastic and make me look and feel special. The salon have recently been using Kerastase Elixir Ultime (versatile beautifying oil) on my hair. WOW what an amazing product. It gives my hair an amazing shine/finish and reduces frizz. I cannot praise this enough and am therefore recommending it to you - hence this review. I have bought a bottle from my salon to use at home. It is refillable which is an added bonus. Great idea. Happy daze indeed

Bought many of their items many times. Customer service was always an issue. Recently purchased multiple items during Black Friday sale. Two bottles of the oils came leaked. Contacted customer service multiple times and they offered refund or replace. I chose the refund option since the oils has leaks and I can just get them from Sephora instead. Went back and forth sending different pictures for them. Finally told them this is it. I’m not sending pictures anymore. Then the customer service told me I can send the products back for the refund and “as a one time courtesy” they don’t charge me the shipping fee for returning the products. WTF! You delivered the damage products, and I should pay the shipping fee for returning them? And I should “ thank you” for waiving the shipping fee. Seriously! How can we make those complaints in a more serious manner actually matters to this business.

Terribel customer service of kerastase.ca. My order was late by 5 days and dropped off on the stairs of my neighbor that is street front. It wasn't even dropped off at his door. They tooke pictures of the deliver, sent it to me and said would't refund me. I have never received the product. I had a much better experience with Zankai (Vancouver). I will never by by kerastase.ca again.

Terrible! I usually have silky solf hair. I tried their nourish product and it turned my hair wirey. I asked for help, a partial refund, anything, and customer service wasn't interested. They said that because I had tried it, I couldn't return in.

Purchased the Premiere discovery set because the bottles were a good size for my holiday and one of the bottles was the pre shampoo which I used 4 times to my shock and horror!!!My scalp became red and itchy and my hair came out in large clumps!I have hardly any hair left.This range was recommended by my hairdresser who only uses this make!!I am in a state of shock and won’t leave the house!!!I am absolutely heart broken!!🚩🚩🚩🚩

They don’t include the free items or samples you select. This happened to me twice. First time I thought must be my fault. Second time I was more careful. When you contact customer services you just get generic responses which amount to ‘tough luck’. Their offers seem to good to be true, because they are.

Bought direct and received a cardboard box of shampoo! Tried to contact by web form, email and telephone but their systems don’t work and they need to investigate the issue in case they would like the shampoo back! Meanwhile, I have no refund or replacement.

I love the hair growth serum!

Kerastase Nectar Thermique
I've been using this for a few months now and can honestly say, it does nothing. It's expensive and I've noticed my hair is nowhere near as in good condition as it was before I used it. On the plus side it smells nice but a lot of money just for that.
I've gone back to a supermarket product, argan oil of Morocco and my hair look much better

Very disappointing, did not receive 15% discount offered on first order, told my fault for not entering code (that I never received) and then told it could be 4 working days before code sent. Asked for address to complain to and this was ignored on every email. Gave up in end.

Received so many emails and messages about full price free gifts with purchase. Thought I’d make a purchase earlier than needed as it looked like great value then I never received the free gifts as they ran out!!!

They offered me 15% off my next order. Not a satisfactory offer as it looked like the gift was worth over $100.

As a kerastase loyalty member I receive messages all the time about free gifts with purchase so I asked if they could substitute for their current promo but I received the same generic response and when I phoned them they were all busy, finally got through and they just kept saying the same thing - we can’t substitute gifts and said the 15% was their final resolution to the matter.

Very disappointed by their customer service. I do not feel like a valued customer and definitely not a loyalty member.

In hindsight I should’ve returned the products and repurchased!!!

Terrible to deal with l!

Have to agree with others here, don’t know why they bother asking you what samples you want as they never send them and they don’t give a monkeys. Customer service non existent. That will be my last order, I’m not giving them my money any more, they don’t deserve it.

Terrible customer service. Received leaky UDSED product with a broken seal. They refuse to deal with it in a timely manner. I sent pics days ago and didn’t hear back. Then I called and they said the pics didn't load on their end when I called and spoke to Aiya she tells me to email the pics again and wait another few days instead of taking care of it right then and there. Nope! Charge back time. Oribe has great customer service, so I recommend using them.

Half of order not received - Refund not issued at time of dispatch. Called on 30 June 2025 and a case was raised, with refund to be issued - Case number 267514. Called back on 25 July 2025 as no funds received and was told it was refunded but there was an issue in the back end so the matter was escalated with a promise to provide an email outlining the conversation - this did not occur. Called again 4 August 2025 and have been given a transaction ID and now I have to contact my bank as Kerastase has in fact refunded me although I have not received this in my account so now it's my job to contact the bank. So far I have been on hold for 1.5 hours - thanks Kerastase for creating work for me.

Service on the first two interactions were really good and I maintained patience until 4 August. No follow up received nor any real concern about the imposition this has caused.

It's a shame as the products are excellent. But heaven help you if the order is not fulfilled - the work that is required to get your money back is unjustified.

A large trusted brand should do better

I’ve had the worse experience with this company when it comes to delivering my items ,I mean I will never I repeat never order from them again,I still haven’t received my package,they use this cheap delivery service to deliver your stuff and the company has not delivered my package this is the first and last time

Paid a lot of money for a shampoo and conditioner still has not shipped out after 5 days. Contact a customer support twice they don't care. Don't buy from them find a different product from a different place!

I purchased a 500ml pump action bottle of Keratase shampoo which is very good, however the pump stopped working. I didn't buy it from Keratase, but I contacted Keratase in April this year asking if I could get a new plastic pump. Approx. 10 emails later from them, to which I responded,I am no further, despite being asked for a proof of purchase, and photo, which I sent. I am not at all computer savvy and they could not read the proof of purchase and requested I send it in a different format. WHY???. All I want is a plastic pump so I can get the shampoo out, and I am quite prepared to pay for it. I am not asking for something for nothing! The customer service is worse than dreadful. I will leave this to readers to decide if this is acceptable service.