I’ve been a loyal Hairstory customer for years and absolutely love New Wash. Recently, my original dispenser finally needed to be replaced after many years of use. I reached out to Hairstory, and they graciously sent me a replacement at no charge. I really appreciate a company that stands behind its products and takes care of its longtime customers!
My only disappointment is that the new dispenser is plastic rather than the beautiful, high-quality metal dispenser I originally purchased. I definitely preferred the look and feel of the original.
Overall, I’m very happy with how Hairstory handled everything. Great product, great customer service, and a company I’m happy to continue supporting. Thank you, Hairstory!
SD
Shannon D.
Amazing products and service
I've been using Hairstory products for years. Not only are their products amazing, but so is their customer service. I love these guys!
EM
Emma
I bought off Amazon via your seller…
I bought off Amazon via your seller gambo communications. I needed to return it , they consistently did not sent the QR code and I couldn't print the return label. Since the return address was down the road from me I put all the return details with the parcel and delivered it myself. I have still not received a refund. I wish I'd not bought it.
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Vera F.
The changed formula of hairstory rich…
The changed formula of hairstory rich is.bot as good as it used to be.
MA
MagdalenaB
Nice shampoo
Nice products, in general, but the pump on the shampoo doesn’t work anymore because I have used about half of the bottle?
Response from HairstoryJul 1, 2026
Hi there,
So sorry to hear you are having issues! Have you considered reaching our to our customer service? We always gladly replace defective items!
SL
Sílvia
Giving up on this company
I'm a loyal costumer for years, but I'm deleting my account after the last order. First years I would received my orders timely. Last year I noticed delays taking more and more time to ship orders. They advertise they ship next day on their website. My last order was made 9 days ago and still not shipped. After many contacts with costumer service, i get AI replys that solve nothing. Today I received an email stating my order is scheduled to ship in 3 days! So 12 days after being placed. No effort to send it sooner, just "it will ship next friday". For the pricepoint of the products you would expect a bit more respect for the costumer. Awfull.
Response from HairstoryJun 11, 2026
Hi Silvia, I'm so sorry your had a bad experience. I can see your last order was processed later than expected indeed, but all your other orders were shipped within 24h. I can also see our human agent Flor explained than one of the items in your order was temporarily out of stock, and our replenishment shipment was unexpectedly delayed in transit, and we sent you an email explaining the situation and offering options (split into 2 packages, wait, or cancel the item causing the delay). All my apologies if it ended up in your spam folder (most emails get deleted quickly when in the spam folder, which is why you msy not have seen it there later). Your order shipped the next day our replenishment arrived. A reminder 3 days before is something we send when you have an active subscription, not something we send for one-time purchases, which is what your delayed order was.Please let us know if there is something we can do to improve your experience!
JK
jenifer K.
Has the formula changed
Has the formula changed? I have been using Hairstory for several years now and have found that the formula has changed and is far more liquid than before, the pouch is smaller and less full. I don't think i am imagining this as each pouch doesn't last nearly as long as before.
Response from HairstoryJun 11, 2026
Hi there, we have never changed the sizes of New Wash, we still offer 8, 20 and 32oz. The shape of our pouches have changed, sinc we switched to fully recyclable pouches, but it is still the same amount inside. We have never changed the formula until yur latest order, but since then, we have recently swapped animal sourced keratin for its vegan equivalent, with a better ingredient profile. Hope this helps!
ME
Melissa
This company is top tier for me
This company is top tier for me. Besides loving the products that actually work, I have always received fast and courteous customer support! They respond, they are helpful and resolve any issue or answer any questions! I am a customer for life!
