CURLSMITHReviews of curlsmith.com

How about a booklet with how to pick different kinds from such a large choice of products. Its hard for me to know how to mix and match different products.

Product itself is great but the pump didn’t work on the conditioner and the pour spout didn’t work on the shampoo. Have to take the lid off of both to use.

The order was correct and packaged well. However, it wasn’t shipped until a week after ordering. Also, the shipping partner used is really slow. It took several days to travel just a couple of states away. I do really like the products though, so I will continue to purchase. I just will keep my expectations low for getting an order quickly.

Am pleased with my order but took a long time to get to me

Curlsmith products are hands down HG status for me when it comes to styling my 2c to 3a hair. There was a problem with my order but it has been sorted out. A big thank you to Lucy from the customer service.

I’ve been wanting to try these products for a while as I follow CGM. When I saw there was an offer, buy 3 travel sizes and get 4th product free I decided to place the order. When the order summary came through the 4th product was not included! I emailed at this point to mention this. The situation was resolved, thank you Angus for sending out the 4th free item! I am enjoying the products very much.

I am based in the UK and recently had an issue with a promotion on Curlsmith's online store. I found the initial response from customer service was polite & friendly in tone but dire in addressing the actual issue. I then looked them up on here and was quite shocked to see so many negative reviews and similar experiences of the poor customer service. So in my frustration I obtained the CEO's email address and wrote to him directly and very quickly received a response from their eCommerce Director. His response was impressive. Not only did he sort out the issue I'd had without question and offered extra compensation on top but he also comprehensively addressed my feedback about the customer service problems. It turns out that their customer service team really is only one person and that they are a bit behind catching up on their rapid growth as a business. He tells me that there are plans in place to expand capacity but also, in light of what I said and having now discussed it in house, they are going to address some basic principles of good customer service and how to deal appropriately with customer issues. They recognise that there is a particular issue with postage to the US and Canada as highlighted on this site and although they have no control over the postal systems there he said that it's "in our interests to resolve customers' issues first and then take preventative measures to fix the technical causes of these issues." So, I hope that might be useful info for some of you because their products are fantastic and their ethos great too. Clearly they've not had the best first point of contact for customers but that is now being addressed which is a relief because I'd hate to stop buying their stuff!!