KérastaseReviews of kerastase-usa.com

DO NOT ORDER ONLINE FROM THIS COMPANY. I placed an order online on 11/29 which was supposed to be delivered 12/5. By 12/10 UPS reported the package was missing. I called kerastace and they told me I had to wait another 5 days before they could do anything. I called kerastace back on 12/18 as UPS officially reported the package was not recoverable. Kerastace told me they still couldn’t issue a refund and needed to send the request to another person who I might hear from in 3 business days with a possible refund. The customer service is so bad, I’ll never buy from them again. Too many other good products with good customer service.

Very good at spamming you with 100 messages a day, but when it comes to their part, they take their time to correct their mistakes. They mishandle shipments and ask you to make quite a few phone calls for them to replace the items. Also beware, their system frequently doesn't apply the promotions they pull you into their site with and charge you full price while you'd be thinking you've got 20% off.

Needed to spend $150 To get a new Premier range shampoo and conditioner travel size. I spent $157. Then used a $10 reward which on submitting meant was $2.80 under the $150 so they removed my gift. I rang several times explaining I had no idea my reward would mean I no longer could get the gift, Even the girls on the phone thought it unfair. Basically I should never have used the reward!! Management stood firm on me not getting the gift. NEVER AGAIN WILL I BUY FROM THEM, my spent has been well over $1000 in 12 months, order KER00481689 on 13 August 2024.

Unprofessional. Absolutely horrible customer service. If you are charging that much for shampoo....at least be polite and professional.

This is what happened after I didn't receive my order...I reached out to Kerastase (loreal) and was told I had to wait a day before I could put in a claim. Then I was told the next day because I waited a day I would have to be investigated. Then I didn't hear back for 5 days and I had spent 175 on this order so I was in a panic that I lost all of that $. I reached out in here and magically it was decided they would replace it. I was told to wait. I got an email saying my tracking info would be sent soon. I didn't get it so i reached out twice a day. Each day I was told to wait for the email. Today 5 days later i am told the "system rejected the order because someone put in the incorrect quantity 5 days ago" no one reordered but 3 days later someone put in a note so they knew. Now I am told that the amazing deal on the curl manifesto mask is gone so they will only refund that (even tho the website says it's still available and my daughter just bought one) and they gave to refund it and will send the rest of the order but no expedite or anything like that at all Because apparently all this doesn't mean anything to Kerastase. They don't care about the customer at all. I have never in my life dealt with a company that cares less for their clientele. And I can not believe a loreal company would allow customers to be treated this way. This is the epiphany of a company that has gotten so big they forgot that the customer is the reason they are in business. Update:Their answer to all of that----and I don't get any samples to my order even tho I am.an "Epic " customer---- is 9.18 off. Wow.

I recently purchased 4 products from Kerastase - USA with a $21 (NEXT DAY) option to expedite the delivery of this order, KER_05721227 on Jan 15, 2024. I am still waiting for a confirmation. I contacted customer service from the delivery company, and they replied that they hadn't received any label from Kerastase, with the number I provided to them DLPSC4A7987B1C5. It's very irresponsible and disrespectful to the customer. Very questionable service from an international brand. Never had this issue with this brand. SO DISAPPOINTED

HORRIBLE SERVICE! Do yourself a favor; DON'T buy from these people !! The website advertises "live chat," which is not true. You call them on the phone, and they answer from bed, not presentation or introduction. They are not helpful AT ALL. My Apple Play took my old address; I communicated it with them, requesting to change the order address before they sent it, but the order wasn't even processed. The person on the phone put up a thousand excuses, requesting me to call UPS and do it myself when it wasn't even possible to do it (because it tried after) ; it didn't help at all. After I finished the call, they sent me an email that the order was processed with the old address. I work in marketing, I know how it works. NEVER AGAIN!! you can find Kerastase in other pages and stores, DONT BUY FROM THEM.

1. Customer Service is awful. They don’t even know how their own subscription works. 2. product is heavily perfumed, smell almost made me pass out in the shower. I had to open the door and it never dissipates, my hair smelled like a perfume factory for days. 3. has sulfites 4. made my hair frizzy and dry