ProseReviews of prose.com

I love the products. They have been solving my hair issues well. But, I have been double charged every month since I signed up for the subscription to the items. When I look for some understanding and customer service I can't seem to find it!! Can someone please help?

Excellent Products, But the Lack of Customer Service Is a Dealbreaker I truly want to love Prose—and in many ways, I do. For context, I have very porous, bleached 3b/3c curly hair, live in a humid climate, and need rich, slip-heavy products that seal the cuticle and control frizz. From a formulation standpoint, Prose delivers: Leave-In Conditioner: ⭐⭐⭐⭐⭐ (absolutely outstanding—slip, moisture, curl definition) Custom Conditioner: ⭐⭐⭐⭐⭐ (one of the best I’ve used for my hair type) Masque: ⭐⭐⭐⭐ (very good, deeply nourishing) Scalp Oil: ⭐⭐⭐⭐ (effective and well-balanced) Shampoo & Gel: ⭐⭐⭐ (fine, but not exceptional) The fragrance is lovely across the board, and the products genuinely perform well on curly hair. If this review were based on product quality alone, this would easily be a 5-star brand. Unfortunately, the customer service experience is shockingly poor. There is: No phone number No live chat or chatbot Email support is slow, unhelpful, and frustrating Managing subscriptions, orders, and shipments is unnecessarily difficult When something goes wrong—and it inevitably does with subscriptions—there is no real way to get timely help. The result is stress and frustration that completely overshadows an otherwise excellent product line. Prose: your formulas are strong. Your branding is strong. But the absence of accessible, responsive customer service is a serious flaw. Fix that, and this becomes a brand I’d recommend without hesitation. Until then, the products may be great—but the experience isn’t.

The product itself is very good. But their website system will not allow snoozing your order more than 90 days. Now I get notified that they have charged me again and shipping when it was snoozed until 4 weeks from now. Customer service is non existent and the system to manage your subscription doesn't work properly. I have too much product at this point and will have to cancel it.

I asked multiple times to have my subscriptions put on hold. I am always told that they have been put on hold and that when I am ready for more I can do it manually. Yet AGAIN I just got an e-mail for another order. This company also doesn't send you an e-mail to let you know an order will be placed within X amount of days to give you time to decide if you're ready or not. You just get an e-mail saying the purchase was made. And then it's IMPOSSIBLE to get it cancelled. I feel this is on purpose because the company ALSO doesn't allow cancellations even when you IMMEDIATELY cancel an order. Like within one minute of the purchase going through. They just won't, no matter what. Yet you can "return it after it's been delivered". Which also isn't true. You have to jump through so many hoops no matter what. (I'm only giving this two stars because the shampoo and conditioner are actually pretty good if you get your formula right. I've had to try a few to perfect it).

I would have rated them three stars based on their product, but they renewed the order without asking me first and they won't answer emails of me begging them to stop. Terrible... no, non-existamt, customer service!

I like the products, but the business is crap. No notification before charging my card & sending products early. “Order processed” notifications go out in the middle of the night on weekends. No way to speak with a real person. Takes days to get an email reply. Just don’t bother

I have been using prose a few months now (shampoo, conditioner, mask). I told them about my greasy roots, dry ends, tendency to poof, and light coloring. I started using prose, and I have been getting breakouts on my scalp and hairline. My hair is in general duller and more greasy. Ugh. The mask is nice, but the shampoo/conditioner I am giving up on. This is also waaaaaaaaaaaay too expensive to keep experimenting with. No thanks, I'll go back to my rice water shampoo bars.

This is a Haircare subscription service. I received my product.. supposedly from NY but it was shipped DHL and took 10 days to receive…. RED flag !! I received my products designed “specifically” for me but literally smelled like cheap shampoo. No ingredients listed. After I read the other review I cancelled to make sure I wasn’t charged again. I gave 2 stars because it did cancel or so it says. I will change review if I am charged or other issues occur. I am pretty astute with “questionable” products and my gut says … buyer beware!