Karen of the D.
I I’ve been a loyal Brazilian Blowout…
I I’ve been a loyal Brazilian Blowout stylist for years, so when I decided to try Keratin Complex for a few clients with coarser, curlier hair, I was genuinely excited. The product has an excellent reputation, and with Tabatha Coffey representing the brand, I expected the same level of professionalism from the company. Instead, my very first experience has been incredibly disappointing. I placed my order last Thursday. Today is Wednesday, and my order still hasn’t even left the warehouse. A shipping label was created days ago, but the package hasn’t moved since. Professional hairstylists don’t order products just to have them sitting on a shelf—we order them because we have clients booked. Our schedules are our livelihood. Today I had to call a client who travels several hours to see me and ask her to reschedule because my order still hasn’t shipped. This wasn’t just any appointment—it was a $1,000 keratin service because she has extremely long, thick hair that reaches past her waist. There’s a very real chance I’ll lose that appointment altogether because she may choose to find someone closer to home. Yes, I could have ordered earlier, but I’ve been spoiled by companies like Brazilian Blowout that understand how our industry works. When I place an order with them, it ships almost immediately because they know hairstylists depend on reliable service. I assumed Keratin Complex, as one of their biggest competitors, would operate the same way. Unfortunately, that hasn’t been my experience. To make matters worse, when I tried calling customer service, they were already closed. I understand time zone differences, but if you’re marketing yourself as a nationwide professional brand, it would be nice to have customer support available later for those of us on the West Coast. I truly hope the product is as amazing as everyone says it is, but at this point, I’ll never know if I can’t get it in time to use it. My very first experience with Keratin Complex has already cost me a $1,000 appointment before I even had the chance to open the box. Needless to say, I’m extremely disappointed. First impressions matter, and unfortunately, this one couldn’t have been much worse.