Kerastase Reviews 144

I never write reviews however, this company deserves one. HORRIBLE, just absolutely horrible. Spent $20 extra on shipping just for my $350 package to stand in a “UPS awaiting package from carrier” for over a week (aka Kerastase created the shipment, and never sent it?) Had to send MULTIPLE emails and call MULTIPLE times for absolutely no one to help me. Was so tired of waiting and not getting any help that I emailed to tell them to cancel the order immediately or that I would report them as fraud, and within an hour received multiple cancellation emails for my request. Not a single follow up email with an apology for their horrible service or anything. Just automated “your order is cancelled” emails. Lol for a company selling products that are as expensive as they are, you’d think that the customer service would match that but I guess not. Will NEVER order from their site again. They can get f***** :)

I have been trying to order online several occasions with no success. It holds the money for days before getting it back on my credit card. When I call the can't help paying on the phone.Totally useless customer service. I have never had such a bad experience before.
MCM

What an absolute load of rubbish. This is by far the worst company I have ever dealt with. Their customer care is an absolute shambles, if I could give them no stars I would! I cannot urge you enough to NOT buy their products. The shampoo and conditioner absolutely ruined my hair and left it feeling in the worst condition it's ever been. I have been trying to get my refund cheque for around 2 months now. I call at least once a day, and I am still yet to hear anything back. The only time I get through to someone is when I pretend I have an account and I'm redirected. Please, I urge you not to waste your money on this.

I got a very generous sample of the chronologiste hair mask. It's non greasy, very light on your hair and smells good. My hair feels brill. Thank you

I ordered a shampoo on April 24th, checking on it every so often after a couple weeks of no package. It is now June 11th and my package has been pushed back 7 (seven…) times and now is set to arrive June 24th, over two months later. I wish I’d have read reviews before I ordered, I’d have researched a different brand/site. I have contacted customer support twice and haven’t gotten through to anyone. I do not even want the shampoo at this point. Awful shipping, in my experience, and won’t shop from the website again. I hope I can get a refund …

The products are great! The customer services offering from Kerastase itself is amateur at best! I have my favourite products. Ordered them ahead of going away. Apparently there are freebies with EVERY order. The WRONG shampoo and conditioner arrived (NOT GOOD when you're spending £50 a time on a bottle of shampoo and conditioner!) and no freebies at all included. Complained to customer services last night and still have heard nothing back five hours into the working day. I will NEVER use Kerastase again - much cheaper and more reliable service from Amazon.

I thought that this brand was the best ever because when I first used their conditioning mask, it made my hair so relaxed and soft. But once I purchased it and was using for my twice a week washes it actually badly damaged my hair and I had to get rid of all of their products I had spent over £120 on. This stuff really isn’t designed for curls and natural hair. It took me a couple of months before my curl pattern came back and my hair didn’t look frizzy and parched. Do not recommend this as anything to use regularly.

I love the Kerastase products. My issues is their website and customer service:
I decided to order CHROMA ABSOLU DARK COLOR CORRECTION HAIR CARE SET and I intended to use the 20% off advertised. When I went through the process of ordering I kept looking for the place where I could enter the promo code; the promo code cannot be entered anywhere. I went through the process thinking I that it would probably ask me to input the code under shipping and payment or under order confirmation but there is nowhere to put the code. I ended up confirming the order thinking there may be another screen where I could put the promo code and there wasn't. I am sure other people have complained about this same situation. I am upset because it was advertised that I would get a discount and there was not. I called customer service and they told me that they could not find the order and that I needed to call them in 30 minutes. I called the second time as instructed and then I was told to call back in 15 minutes. I decided to give them more time and called back 1.5 hours later since no-one could find my order the first two times. No one told me that if I took longer to call and the order entered the processing phase, no one would be able to cancel the order for me. I received an email saying that the products I ordered at in back order but my order still cannot be cancelled I was told by your customer service representative. I tried to explain the situation to the customer service person and she stated that there was nothing she could do. Apparently, no one in the customer service department can cancel orders unless you catch the order in this specific time window that I can only assume is a few minutes long, where the order can be found by the customer service representative and before it enteres the processing queue in their system. It's ridiculous that people must put all this time and effort in something so simple. (1) Kerastase website needs to be updated where people can actually input the promo codes you are advertising. (2) Kerastase customer service representatives need to have the ability to cancel orders without customer having to call 3 times on the same day; people have other things to do with their time besides spending all day setting reminders to call back Kerastase customer service. I can't believe the hassle. Kerastase chat never come on either.

The worst experience ever, no product and follow up hopeless. Asked for a refund as they kept telling me there were technical issues with my order but no explanation of what these were.

Hoax! I placed an order order of over $200 last month and still haven’t received it. Their customer service is rubbish! I’m starting to doubt the whole company!

I ordered over £100 of products over a month ago. When I was finally notified of delivery it was on a Friday morning and I had gone away for the weekend. So I immediately asked DPD to deliver to a next door neighbour. DPD acknowledged this text. I came home three days later - went to neighbour. No delivery. Spoke to DPD they apologised, the delivery driver made up a name ‘Matt’ who signed for the parcel. I contacted Keratase and complained - they sent me a photo of the box outside my house - but wasn’t there three days later. DPD have accepted responsibility, I have emailed and left messages continuously and they have ignored me completely. Do not buy products from these people they are so unprofessional and charlatans. I am now going to take them to the small claims court. Shame on you keratase! Not even an apology.

Bad stuff. Tried all of their lines for years. Tried to like what every salon pushes. Their shampoos and conditioners are heavily concentrated with silicones that are not water soluable and require another sulphate or clarifying shampoo to remove. All of their fragrances stink. Silicone(s) coat your scalp and hair and build up over time and suffficate your scalp/hair - doesn't allow moisture in. I know, I am under a dermatologist care after 3 years of trying to ‘love what salons push and ladies appear to adore! The stylist loves the make-up for the hair because it gives them great SLIP and they can quickly get through your hair and move onto to the next client. They dont read the ingredients!!! Ladies, feel your hair, does it feel like hair, no it feels like plastic. Because it is and is a bandaid for your chemically damaged hair!

Literally, the worst shampoo that I’ve ever used. It’s about to be thrown in the bin. The colour ran out of my hair when it promises to protect it. It’s so tangly and sticky after washing too that it’s a total nightmare to dry it. Very very disappointed after spending £18 on it!

Horrible customer service! They should hire more knowledgeable people to answer the phone & take care of the issues .
I do not recommend dealing with Kerastase all together.

Poor quality containers, lid broke after first use and now won't seal. Tried to contact customer services but cut off via telephone and website is so bad their 'contact us' forms don't send. Expense products, won't purchase again.

If I could give Kérastase zero stars I would. I ordered Kerastase twice first order had to be canceled because they didn’t receive it in the fulfillment center and second canceled because something else was wrong with the order. It has been like a month since this happened and I and still waiting for my refunds. I called maybe like 20 times and nothing is happening. They even emailed me to review the products that I didn’t even get. I got an email today telling me they don’t have root spray when I never even inquired about root spray the only inquiries that I have made were to get my refund. This is the worst experience I have ever had with placing an online order. I expected something more from this company. I decided to buy Redken products and I am satisfied with that purchase.

I give one star because there is not zero, HORRIBLE CUSTOMER SERVICE products are very expensive and one you have a problem they do not do anything to help you or return emails

Very frustrating shopping experience. I contacted Kerastase a week after my purchase, and Shena sent me the USPS tracking number. Ten days after my purchase, the USPS website still states, "Pre-Shipment Info Sent to USPS, USPS Awaiting Item."

This morning I called and spoke to Shena. She told me to wait five more days and call back if the USPS website still shows they are awaiting the item. I spent over $100 dollars and expect to not have to wait two weeks to see if my order has been forwarded to USPS. I think I will ask for a refund when I call back

Very helpful hair products and vitamins !

Amazing hair products! I love the night repair cream and the mask spray - it makes my hair shine and looks very healthy, also the styling lasts longer and it is amazing