CURLSMITHReviews of curlsmith.com

As mentioned in other reviews customer service is terrible they do not respond in a timely manner. I was USED product! Responding weeks to months later is completely UNACCEPTABLE and unprofessional to say the least. I Would never buy from them again!!

Was excited to try this; ordered weeks ago but have received no product and no response from customer service. Just want my money back now; lesson learned: check reviews here first!

Customer service has been virtually useless in helping me resolve an issue with my order - my auto fill tool automatically put in one of my old addresses down as a shipping address after I had manually put in the right one, and I didn’t realize the mistake until after the order had been placed. Not only does the curlsmith “my account” portal not give you the option to amend such an issue (which should definitely be an option especially when the order is still being processed and no tracking information has been created…) - but the customer service team is nigh impossible to track down. I have sent emails which may “take 1 or more business day to be replied to.” Only hit i got was via Instagram when I left a public comment that finally got my DM answered. Only for the person on the other end to give me the “we can’t change shipping details once the label is created sucks to suck you’re SOL!” Reply. I spent nearly $200 on this company’s products and no one can seem to help me when all they have to do is contact ONTRAC to give their approval as sender to have the address amended… because yes! I called the courier service and did all the leg work already. ONTRAC is apprised of the situation and they already have the right address on file via their internal memos. They just can’t actually officially make the change without the sender’s say so, but hey! Giving ONTRAC a quick call to help me ensure I don’t lose out on $200 worth of products is not “protocol” and no one can be bothered to help :) I’m very very disappointed and turned off to this company now. If they had a proper customer service team you could call and reach faster than within 1-2 business days, I could have had this fixed within 10 minutes of my having placed an order. The lack of proper personnel and the lack of care towards going the extra mile to help customers resolve issues with their orders, is creating a huge hassle for me that may end up costing me a ton of money. I’ll probably never do business with this company again if this doesn’t get fixed to be honest, I don’t care how good their products are (it’s not like I’ll ever know anyways since my stuff will be delivered to someone else!)

I have just started using Curlsmith and I am amazed at the improvement in my hair, already. The product smells divine, feels fabulous and has eliminated all frizz. Finally, a product that does exactly what it professes to do. The search is over!

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!!

I bought six products and need to return three. I have emailed over the last three days and sent DM’s via IG as well as left comments on posts where they had responded to others but not me. I’m livid. Screw this company.