Kérastase Reviews 

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

HORRIBLE SERVICE!

Do yourself a favor; DON'T buy from these people !!
The website advertises "live chat," which is not true. You call them on the phone, and they answer from bed, not presentation or introduction. They are not helpful AT ALL.
My Apple Play took my old address; I communicated it with them, requesting to change the order address before they sent it, but the order wasn't even processed. The person on the phone put up a thousand excuses, requesting me to call UPS and do it myself when it wasn't even possible to do it (because it tried after) ; it didn't help at all.
After I finished the call, they sent me an email that the order was processed with the old address. I work in marketing, I know how it works. NEVER AGAIN!!

you can find Kerastase in other pages and stores, DONT BUY FROM THEM.

1. Customer Service is awful. They don’t even know how their own subscription works.

2. product is heavily perfumed, smell almost made me pass out in the shower. I had to open the door and it never dissipates, my hair smelled like a perfume factory for days.

3. has sulfites

4. made my hair frizzy and dry

The best in HAIRCARE. Worth the price. You can see & feel the difference after one week of use.

A few months back I received am empty package and emailed them, they didn’t care. Had to contact PayPal, they didn't reply PayPal neither. Lucky that I filmed a video (I attached it in the email and they still don’t care anyway) when I opened the package because it felt so light I know it was empty. PayPal refunded me at the end, so I didn’t have to put an unboxing video on YouTube.

Ordered online. Paid $17 for EXPRESS SHIPPING. Was given a delivery date at order. Order did not ship until delivery date and shipped US Postal Service! Customer Service talked to me in a “Minnie Mouse” voice to try to curb my frustration. Refused to refund the shipping even though it would have been free shipping if I had not upgraded even though it was not upgraded. Offered me 20% off next order! Pathetic. Will be no next order.

If I could give zero stars for customer service, I would. I don’t know what happened to this company but it is absolute trash now. I placed an order online (KER_04204148). I was pleased to see an option to pay with Apple Pay. Once I paid, the website never gave me the option to enter a shipping address. It automatically shipped to the billing address associated with my Apple Pay account, which is not where I live now. I immediately emailed customer service asking them to change the shipping address. I was told they cannot change an order once it is placed but they suggested I contact UPS and change the delivery address. UPS told me the shipper doesn’t allow changes to the address. I have called customer service 5 times and all I get is run around. They don’t have an option to speak with a supervisor and when they say a supervisor will call, no one calls. So I paid $175 for items I never received and customer service tells me they can’t do anything until the package is returned. How am I supposed to return the package when I never received it? By far, one of the worst companies I’ve dealt with in a long time. No regard for customer service/satisfaction

I purchased items more than what I needed because of promotional gift offer. I never received the gift. I messaged customer service three times and never gotten a response. Be aware. They are trying to make sales by making false advertisements. My order number is KER_03353617 for reference.

Horrible experience.. worst product..bad customer service. I bought Specifique cure anti thinning aminexil scalp treatment for hair loss.. I’m loosing more hair than ever.. I have called customer service to ask my money back.. Anna told me she will send me an email with instructions to see what can they do.. nothing so far.. such an expensive product., I’m so disappointed..I will post this complaint every place online. Here is the confirmation # KECA_00840137

Doesn’t even deserve one star.
Disgusted with this company. No invoice email In the words of Jim Dionond - I should have known better. Keraste products are 100% fakes. Only thing good is delivery by DPD.

AWFUL !!! CHRONOLOGISTE LINE CAUSED AWFUL BUMPS ON MY SCALP. KERASTASE ONLINE AN TELEPHONE CUSTOMER SERVICE HAS BEEN GIVING ME THE RUN AROUND FOR OVER 2 WEEKS.I JUST WANT A REFUND THESE PRODUCTS ARE EXPENSIVE!!!

it was marked as delivered my order, but I didn't receive anything at my house