DW
Curly hair users beware!! If you want to take care of your hair
Like most customers on here I purchased CurlSmith products, based on their mostly '5 star' reviews on their own website. Same issues with delivery and tracking, no sign of them after 12 days. Emailed for a refund and all of a sudden the morning after they were despatched with absolutely not contact from the company. The products arrived 3 days later and I firmly believed they'd be worth the wait?? It's a very clever scam this website. The product is put in fancy packaging and your brain is saying, 'this must be great'. NO it is not. I have never in my 46 years of managing my own long curly thick hair used anything so harsh in my entire life!! It's so bad its frightening, when after a couple of uses of all these products, Curl Defining Styling Soufflé,Hold Me Softly Style Balm,Moisture Memory Reactivator and Curl Quenching Conditioning Wash. YOUR HAIR is left like STRAW and if someone poured a bottle of DYE BLEACH all over it!!! I've had to resort to using pure coconut oil for the past week or so to try and get my hair back to some kind of reasonable condition. I contacted their customer services to request a return and refund. Of course they used the so called 15 day money back guarantee... and would not hear of any kind of mediation. Maybe I should report them to Trading Standards and find out exactly what is in the products, that causes immediate damage to your hair. If they were so positive about the products, they'd be alarmed with negative feedback, but obviously using the website to hide this. Funnily, I was never asked to leave a review at anytime directly with CurlSmith???? I've contacted my credit card company and there is a dispute now underway to retrieve my monies. Stupidly I should have gone on Trustpilot before buying from them. I always use Luster's Pink it's designed for Afro hair at a fraction of the cost of this rubbish and is really good! Why I thought I'd treat myself to CurlSmith products I really do not know. By the way Curlsmith, thanks for requesting more information regarding my review!! I sent a number of emails back and forth to 'Lucy', who made it very clear the company wanted nothing to do with any fundamental issues I had with £96 worth of hair products!! According to 'Lucy' she could give me advice on more suitable products??? So the ones I ordered for ALL CURLY HAIR TYPES ON YOUR WEBSITE ARE WRONG BY YOUR OWN ADMISSION. Curlsmith had every chance to resolve this and refused point blank! Thank you for your comprehensive reply regarding your products, again you advertise the ones I purchased 'SUITABLE FOR ALL HAIR TYPES'. Why would should I need to spend hours trawling through your website for advice when it's clearly provided in the product description? I took CURLSMITH at their word. Why would I doubt such WONDERFUL PRODUCTS endorsed by yourselves. If you were that confident in them you would not have a 15 DAY deadline for returns-seems totally unnecessary? The order was not despatched for 12 days after placing the order. I can prove with email evidence I had not received the order by this time. Again, I received email notification it had been despatched after my email requesting its whereabouts. You do not track and trace them with Royal Mail, so have no idea when they were delivered. Taking into consideration the packaging only shows the New York Curlsmith office distributor and address details.
Response from CURLSMITHJun 2, 2021
Hello DW Sorry that you have had a bad experience as this really is not the norm as we have thousands upon thousands of customers with positive experience both in terms of service and the products and results. Firstly on the shipments, I can't comment specifically without the details matched back to our orders, but they are usually despatched within 24 working hours from the fulfilment centres in US, UK and EU. In the UK and EU recently we have had a couple of items that have sold out, so apologies if you were caught up in that. In terms of the product performance, as I said, usually you should have fantastic results. However, as I'm sure you know, Curly hair has so many facets that one size does not fit all. That is why at Curlsmith we try and help customers understand more about their hair. Check out the Curlsmith Academy pages and Blog posts with lots of useful info about curl types, porosity levels etc as these are things that will have a big effect on what products will work best for you. From what you state, you went with 3 different styling products, the souffle is a medium hold, the balm, a very lightweight styler that is also great for using as a leave in moisturiser, the reactivator is also a light hold for refreshing your curls, and co-wash which is a conditioning wash (this should be periodically interspersed with the Wash & Scrub detox shampoo to ensure an occasional deep cleanse as you may be suffering from build up). If you were looking for moisturizing and softening products, then a deep conditioner would be much better suited for you, like the Double Cream Deep Quencher or the Hydro Creme Soothing Mask. You may also need protein if you hair is very porous - again on our site are tips on how you can look out for that and test your hair. Our site is not perfect, which is why we're giving it an update in the next couple of months, but the quiz is there now as an aid and also contacting us at [email protected] is the best way to get advice on the best products for your specific hair type and needs. Please do get back in touch and we will be happy to give you a recommendation which you would be free to return if they still do not suit you. Or my advice is to just try one product at a time and many of them come in a handy 2oz size. Best Regards Jenny