ProseReviews of prose.com

Products are good (not great)- but they are NOT worth dealing with the business itself. I’ve been consistently surprised by orders and charged for products even AFTER canceling! Slow response time from costumer service too. Stay away!

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.

I haven't even gotten my product yet so my review is strictly on the ordering/subscription process. I specifically ordered at full price so they wouldn't set me up with a subscription. But...they set me up with a subscription with products that were NOT even in my original order. Then... trying to get that subscription cancelled was a nightmare. Buyer Beware!!!!!!!!!!

HORRIBLE customer service. I had been a customer for 3 years and they sent me the wrong scent with my order and would not send an immediate replacement.

I ordered shampoo and conditioner, which I did like. However, in a following delivery for the subscription, scalp supplements were included. I never requested these and never used them. The next order included these again and charged me quite a bit for them. I reached out to customer service and tried to cancel this without success. It took me multiple tried to cancel my subscription. Then, I got an email that another order had been placed with the supplements. Again, I was charged for these. I spent hours trying to get ahold of customer service. They would not cancel the order, told me my subscription has been successfully cancelled, and that I could return the supplements when they arrived at my own cost. This company is set up to scam you.

The products are ok. Nothing to write home about. Their subscription setup is where they screw their customers. You are not informed of your upcoming order, so of course are not able to make any changes. They bill you FIRST then send you the notification that your order has been confirmed, AND this notification goes out in the middle of the night on a weekend. Do you see what’s happening? I WOULD NOT SUBSCRIBE TO ANY OF THEIR PRODUCTS for this very reason.

If I could give zero stars, I would. You do not honor your policy on returns: "The Prose Promise™. Love your first order (or it's on us) within 30 days of delivery". I let you know well within 30 days of my issues with your products. I never ordered the supplements! You added them to my order and charged me for them then had the audacity to let me know that I ordered them so no refund!!! What about your Prose Promise? That is false advertising and I am going to turn you into the FTC, the state attorney general, and the consumer protection agency if you do not honor your policy. I want my supplements refunded and my hair gel that I can't use refunded. I let you know during before the 30 days was up that I wanted a different formula for the gel but you never responded. All you did was send me a replacement pump because I let you know oner was broken. But no response to the hair gel issue? No response to the refund on the supplements? I reported you to the BBB about not getting a refund for the supplements and your response was that I ordered them so not your problem. How about your refund policy??? I LOVE your skincare products but I am cancelling my subscription because of your lack of care for the consumer. That's unfortunate because I would have been a loyal customer if you would have honored your own refund policy.

Like many others who have reviewed, the subscription aspect of the business is predatory. I am still on my fist bottles of shampoo and conditioner. I ordered 2 other products that are barely touched. I was never notified of subsequent shipments until they shipped. I bounced the first refill. For my 2nd shipment, I thought I had canceled. I think I canceled again, but it was hard to do and it’s easy to not see or find what you need to select. I do not need this stuff. It’s not that great.