ProseReviews of prose.com

I started using prose hair care products in January. I have middle length, fine, highlighted hair that gets tangled and dries out if I don't use the right products, which have been hard to find. Prose products are great, they hydrated and detangled my hair like no other products. Being a licensed professional I have access to stores like salon centric, have tried many salon hair products that were recommended to me, and they did not work like prose products did. You can change the formulation anytime on your account by answering the questions in the consultation, and they will make new hair products for you within a couple of days and ship them to you within a week. The cost of the products is above $100. That being said, their customer care is virtually non-existent. The products are set to auto-ship and once the charge goes through, you cannot change of cancel anything. You really have to mark it in your calendar, because you will not be able to change, cancel or postpone anything once the charge goes through. That happened to me once when I was not feeling well and failed to make the change ahead of time. The site does not give you a fair warning that this is the case, I found that out after the fact. That was one. A month later I made a change in my formula, placed a new order, and within minutes realized that I should have answered one question differently. I am letting my hair grow longer and it needs more support. I went back in and did not find where I could cancel the order I had just placed, so I corrected my consultation again, placed a new order and emailed customer service within minutes to have the first order canceled with the order # and time it was placed. I got no response. There is no phone # you can call, and there is no way to cancel your order once you place it. I emailed them 4 more times before I got a response saying that the order could not be canceled, and by that time both orders had been shipped to me. Now I have 3 full orders of shampoos, conditioners and leave-ins, and a mask, and I am not even done using the original shampoo and conditioner I got in January. I am pretty sure I am all set till at least the end of the year and, honesty, it is a relief not having to deal with this rigid, unbending company. Plus, I have spent more on hair products this year so far than in the last two years or so. Also, Prose does not have hair frizz figured out. My hair has been frizzy since I started using their products in January this year, 2026, it is May now. And I see a lot of reviews from other people reporting frizzy hair. In summary, between having to keep in mind when the charges are supposed to go through for the hair and skin products, and the fact that once they get your money there is no changing or canceling anything, it really became a pain. I understand that the products are custom made, but it is not like they go into production immediately. There should be a reasonable window for a cancellation by the customer without having to contact customer service. So for me, between growing my own business and going to school, dealing with this company is not worth the headache, they lost me as a customer. Maybe if they are smart enough, listen to what end users have to say about dealing with them and change their policy, I will become a customer again, but so far they come across as desperate for your money.

Would have given zero stars if possible, they take your money and never deliver.

Constant pop up ads for a product that doesn't work , bad shipping, erroneous marketing and customer service. Report to BBB. That's the only way ay to stop this type of scam business. The communication I got was misspelled and made no sense.

So I ordered a custom shampoo, conditioner and scalp serum. They were all over 30 dollars. I had heard good reviews and when I ordered, I thought it was coming within two weeks. I look at the order and it says over a month. So I reluctantly waited, mind you, they charge for a subscription, so not only did I pay for the order, but I paid for the next months subscription without even getting my hands on the product. It finally arrives over a month later and I realize I paid 34 dollars each for 8.5 oz. Should have done my research a bit more eh? I'll try it, but after waiting so long and being disappointed by the size, I don't think I'll order from them again.

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?

I love the facial cleanser, moisturizer, shampoo, dry shampoo, and conditioner. I have a very sensitive scalp and skin and these are the only products that I have not developed sensitivities with. I can finally go one or two days without washing my hair and not develop dandruff. The dry shampoo is not perfect as it leaves a white residue on my dark hair. However, once I work it into my scalp, it does a great job absorbing oil. My face also looks more radiant and my wrinkles are not as noticeable at my age of 50. I am ambivalent about the curl cream. I have wavy hair that tends to frizz. Some days the curl cream works great. Other days I have terrible fuzz. I would like to give Prose 4 or 5 stars but I must give a 3 because of ongoing shipping issues. Given that they are a subscription service, having shipments arrive on time is crucial. It's not like I can go to a local store when I run out of product. Since late last year, about a third of my items have either never arrived or have arrived 4-5 weeks after their supposed delivery date. I appreciate Prose's customer service. Their response time is fantastic and they have been willing to explore a fair way to resolve the issue each time. However, the shipping issues are increasing and becoming more problematic instead of improving. They use DHL, which in my experience is terribly unreliable. Part of the issue is that DHL hands off the products to USPS which is supposed to make the final delivery. There are issues 30-40% of the time with the product either being lost during the hand-off or being shipped around multiple states through multiple USPS branches before it arrives to me. I understand current global events do not help. But like I mentioned, this is not a new issue and is only continuing to escalate. I'm in the process of exploring other options with my dermatologist in the event I need to cancel my subscription. I really hope it does not come to this. Even though Prose is expensive, the products I would likely need would be just as expensive and potentially not work as well. I really hope I can come back here and give 5 stars in the near future.

I genuinely love Prose’s products- the quality is excellent and the cusomization has worked very well for me. My experiences with customer service have also been positive. When I’ve had issues, orders were replaced without much difficulty. Canceling the subscription also appears to be straightforward, and when I considered canceling, I was offered a discount to stay, which I chose to accept. That said, the subscription process itself is extremely frustrating and downright predatory. Orders are processed without any advance notification, making it difficult to review or modify before being charged. You have to remember to log in and manage it yourself ahead of time. I’ve reached out about this multiple times and was told that advance order notifications aren’t sent due to customer's preferred email cadence, even though promotional emails are sent regularly. Overall, the product and support are strong, but the subscription experience is predatory and could be improved significantly with a simple reminder before orders are processed.

Awful. I cancelled my subscription 2 years ago and for some reason they decided to automatically send me $80.00 worth of product I did not order. Can’t get them to respond to my emails. Even contacted BBB. I’m going to have to get a new debit card so this doesn’t happen again. I don’t know how these people stay in business. Also there is no customer service phone number. They suck!