KérastaseReviews of kerastase-usa.com

I returned 2 shampoo refill pouches and 1 mask, but was only refunded 1 shampoo refill pouch and the mask. It has been almost 2 weeks and several phone calls and I am still waiting for the full refund. I was initially told that the reward points I used on this purchase would be credited back to my account once the refund was processed, so I waited for the refund to be process before re-ordering the correct shampoo (I had originally ordered the wrong shampoo pouch because Densifique and Premiere product lines are both white and look a lot alike). Not only has Kerastase now told me that the points will not be credited back to my account, it has taken Kerastase so long to process this refund, that the once a year EarthDay26 promotion code has now expired (refill pouches are excluded from all other promotion codes throughout the year), so I will not get the correct order for the same price as my original order. I have spent over $800 on Kerastase products in the past 7 months, but I am DONE purchasing anything from Kerastase.

Never purchasing a thing from this place again. Charged 130 dollars for product never received, and lied to by one rep, who verified my correct address, yet told me because it was delivered, I now have to wait 7 to 10 days for an "investigation" to receive a refund when I sent numerous emails prior to the call, then when I asked for a supervisor, parked on hold for 13 min. Called back, 2nd rep verified the incorrect address, yet told the same thing 7 to 10 days for a refund.

Placed a $176 order to include a bonus sample and limited edition black velvet pouch. First they forgot to ship part of my order and the pouch. When I received the incomplete order I called and they confirmed forgetting part of the order and said would ship it. Next day canceled the pouch as out of stock. Called and asked for the new bonus item in place as it was their fault/mistake. They refused to do so. Second, items received were in an unpadded UPS bag causing the sample to be smashed and leak all over products. They have been unsympathetic, unapologetic, and unwilling to correct THEIR mistake. When I finally receive the remainder of my order, I will be returning the $176 of products. This IS NOT the behavior of a high end product or good customer service...especially for a regular customer.

WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question. Also if you leave an email for the company at the email they tell you to use the response is even more generic than the human that answers the phone. I STILL have not gotten answers to two very basic questions!!!!! PS - You can buy their products from other sellers for less!!!

The customer service is really bad, I did not receive my order and they did not refund to me. Never had such bad customer service in North America before.

They have lack of transparency. You will buy and give you a date and then suddenly is delayed and they link you to another page saying that is expected the delay. After all you contact customer support and whoever talks there use his best sarcastic way to tell you that is your fault on their lack of transparency

I placed an order using a promo code that included additional complimentary gifts. However, these gifts were never delivered. I reached out to customer support several times — both by email and through two phone calls — but my issue has not been resolved. It is clear that support agents are not reading the content of my messages. I keep receiving the same template responses that do not address my concern. When I asked to be contacted by a supervisor, I was told that my call “was scheduled,” yet nobody ever followed up. This level of service is unacceptable for a brand that positions itself as a premium luxury retailer. I expected significantly better customer care, especially considering the price point of Kerastase products.

I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe. If you have your cat box in your bathroom maybe that is something you want? I don't know who would want that much perfume. I did contact the company and they said they reserve the right to change the scent of products any time and no scent is listed on the bottle for a reason. When I tried to leave product reviews, anytime I hit less than 4 stars for a product a pop up would say something went wrong and I would have to come back later. One bottle of shampoo for fine hair smelled okay but for some reason my hair is frizzy and full of static when I use it (I just finished a bottle and didn't have that problem). I honestly don't know what has happened to this brand but buyer beware - this is not the same product you received 8 months ago.