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Hairstory (hairstory.com) has 218 customer reviews on Five Star Index, with an average rating of 3.2 out of 5.
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Claim this listingHair Care & Styling · Brooklyn, New York
Excellent
Hair Care & Styling · Brooklyn, New York
Excellent
Hair Care & Styling · New York, New York
Excellent
Hair Care & Styling · Holtsville, New York
Great
Showing 75 reviews with 1 star · Clear filters
Emma
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.
Sílvia
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!
CS
Beware of a company that: - lacks a callable customer service phone number - proudly shoves your issues over to their AI - doesn't respond to your email when you ask for a refund - accuses you of not asking for a refund Edit: you seem to be missing the thread that I forwarded from the shipping company, where i very clearly said first, “ A refund on that one makes more sense than a replacement package at this point.” And “Hello! May I please have a refund for the order I never received?” The subject of that email chain is - About Stord shipment — - tracking code — This is not about how it took a weekend for you all to respond, this is about you lying about when I asked for a refund and trying to shift the blame off of yourself. I fully understand having a small team, but for a a company as large as yours, you should probably invest in better customer service instead blaming the problem on your small team. I would email you further about this, but I still have not received a follow up from the previous email chain(s), that is why we are here and not there. Hope this helps! Final edit: removed timeline of events, not necessary for customers but it was necessary for Hairstory's initial response.
Response from HairstoryApr 15, 2026
Hi Charmy, So sorry your package was lost in transit. I'm afraid packages getting lost is something that can happen, bu we always gladly replace all missing orders, without asking you to open a claim first. I can guarantee you that our CX is real humans. Our reply time is 24 business hours and your first message to us was 2 business days ago and I can see my colleagues have already responded to you twice and replaced all your missing orders. You also emailed telling us your order was damaged, which is confusing since you said you didn't receive it. I can see your last order was delivered with a proof of delivery, did you see the picture in your tracking link? Your last message, asking if we were replacing or refunding your order, was a reply to a message from us telling you your orders had been replaced, after we confirmed your shipping address for a replacement. Then only did you ask for a refund, after your two replacement orders had already been shipped. Edit: I did see you whole email history, and read through all tickets you opened, thank you. Our Shipping Policy states that we offer replacements for missing orders, and yesterday (the second business day after your first message), our agent confirmed the replacement was on its way, to which you replied "Am I going to get another shipment or a refund?". As per our policy, your orders had been replaced, this is why we asked you to confirm the shipping address. We thrive to keep our customers happy and always gladly replace missing orders, and we do use AI as first responder to reduce our wait time for the customer, because we are a small team and simply can not have live agents responding immediately 24/7. This is why we reply within 24 business hours, which also means if you message us on Friday, it is possible you will only receive a response on Monday. I hope this helps clarify, but if you have any further questions or requests, we will be happy to help via email (if you give us enough time ;-)
Tenia
I am a first-time customer and I ordered the New Wash and Styling Balm. I needed to return the Styling Balm which was a nightmare—I ended up not returning it because after the initial AI reply customer service was extremely slow, taking days per reply, and they never fully answered my questions. Their last email went completely unanswered, so I gave up. The New Wash initially seemed fine, but soon caused dandruff and intense scalp itching. I’ve used natural “no poo” cleansers for six years with no issues, so this reaction was alarming. I had to do a long clarifying routine with tea tree oil mix, apple cider vinegar etc.to recover. I still have a lot of the expensive product left, which I’m trying to use on my ends, but overall this experience was frustrating, expensive, and disappointing, especially after losing money on the Styling Balm and New wash and dealing with poor customer service. Very disappointed! *Hairstory has refunded me for the Styling Balm and apologized for their errors in communication and managing the return.
Tom B.
If I could give 0/5 I would Keep charging me out of the blue despite not signing up for subscription AI customer service, can't achieve anything with them Bang average product awful company
Response from HairstoryFeb 18, 2026
Hi Tom, I can see you never had a subscription with us. I can see you purchased with Try Before You Buy, so what you're seeing is currently an authorization hold and not a charge. This means your bank is simply holding the funds; they haven’t been withdrawn by us. Your authorization expired, so it was renewed, as per the email we sent on february 13th. You have not been charged for your order and will not be since I can see our agents even closed your return, and were not asked to send back the remainder either. Please let us know if there is anything else we can do for you!
E.M. M.
I had no issues receiving my order but it's been a nightmare trying to make a basic return. Their chatbot directed me to a person who sent me a long questionnaire about how I used the product and then stopped responding when I said I would not be answering questions and did not want to try other products. I simply wanted a RETURN. I should not have to reach out half a dozen times for them to process a basic return that is within the 60 day guarantee window. I have never dealt with a company that makes it this difficult for customers. On top of the product being awful, their customer service is horrendous. I will never use their products again or recommend them to anyone I know.
Response from HairstoryFeb 18, 2026
Hi Erica, I'm so sorry about this. I can see you reached out 4 days after receiving your order and your refund was issued within 2 days. A short questionaire (6 one-word response questions) is indeed part of our return procedure, to help improve our services and products, and is quite standard. I can also see that our agent let you keep the remainder insteat of having to send it back. I can also see that all of the tickets you opened with us over 2 days were answered. Please let us know if there is anything else you need from us!
Leslie L.
Cancelled my order but they charged my card and sent it anyway. Terrible website to order products and they will not offer a refund or nobody calls to sort it out. Horrible customer service. It’s enough to stop me from ordering this product.
Response from HairstoryDec 12, 2025
Hi there, I am so sorry about this. As per our email conversation, you created 4 different subscriptions, and still had 2 active ones, which I cancelled for you as soon as you reached out. We send a reminder 3 days prior to warn you that an order is coming up, and our subscriptions are very easy to manage on the customer's end, but if you keep them active, they will continue according to the schedule you picked. This order was specifically rescheduled by you to November 17th, so the order was automatically placed on November 17th. We also offer refunds for unopened products. We did refund yours too as soon as you mentioned it. Hope this helps clarify!
Gretel
While I love the product, I cannot get hold of a real person to sort out a problem I am having with my subscription. There is only one way to contact the company, which is via an email form, and that just generates an automated response with doesn't engage with my question at all. I just don't know what else to do. Update following the response below: I stand by my statement that I received standard emails which didn't take into account the specific question I asked, and that this is a very difficult company to contact or get any resolution from. Probably because they haven't enough actual staff and are relying on Bots and automated responses. I did eventually get a response from a 'real' person, and my issue was solved.
Response from HairstoryMar 10, 2025
Hi Gretel, our agents reply to all our messages within one business day. The automated response you received is just the confirmation that a ticket was created, but I can see that one of our agents already replied to you.