Kerastase Reviews 144

Despicable customer service from Luise at Kerastase customer service UK. Spoke in a gaslighting demeaning manner disregarding his colleagues promise and breaching customers rights. Individuals like Luise should never hold position facing the customer as they disgrace the brand with their unhelpful, hostile impolite conduct.

I have been using the Genysis range for years after hair extension damage, and have been so impressed with the results. My hair feels lovely and has brown beautifully.

Zero stars is not an option. On the 16th of April I placed an order that was supposed to have 2 large samples included. Neither of these arrived. I only placed the order because of what I considered a good offer with the samples. On the 19th I wrote to complain about them not being included. On the 26th I wrote again as I had had no response. 4 weeks later 2 small samples arrived, these are not the samples I was promised. This is deceitful marketing and I will not be buying from them again.

Very bad customer service. Have been waiting for refund on my return order which were unopened and sent back immediately for more than 1 month now. No communication or reply from their side was left without any response after sending back the return order. I had to chase them multiple times each time coming up with different excuses.

I recently bought four curl manifesto products. For the price you would expect something amazing, but I found the quality and end result no better than supermarket shampoo. What’s more, the packaging is completely impractical. Trying to screw on lids with a palm full of product is really awkward. I’m not crazy about the fragrance either. Won’t be buying again.

I have over 10 of there products and love them all. They are amazing. I order off the website and pick stuff up when i go to my salon. When you order you get afew free samples or mini bottles along with the free refill bottle. All the other negative reviews seem to be a postal issue. If you are concerned about anything go to a salon, they are trained in the products and can help you find the one best for your hair type. It is really expensive though but worth!!

Still waiting for my refund for items 2bottles of shampoo I returned unopened within a couple of days after I received my delivery .
a month later no refund ,when they promised 14 days Returned via Royal Mail tracked , have had to chase them up .really bad !

I've contacted the UK Customer Service since my parcel was returned back to them without even attempting a delivery and since DPD confirmed that they've provided them the incorrect delivery address and I've never received any confirmation that this was happening.

The advisor whose name I think was Louis took my call around 3pm and the lack of professionalism that I've found was shocking.

He didn't ask for my order number, he simply said that my order would have been refunded without showing empathy or listening skills. He didn't apologize at all, he didn't investigate why my parcel was delivered to the incorrect address and used a quite sarcastic tone.

When I told him that I wanted to speak to a manager because he was not even listening to what I was explaining he said that it was not possible since this is not your procedure and he was the only person who could have assisted (?)

The lack of professionalism that I've found in this advisor is shocking since he should represent the brand and the standards of customer service.

Now I won't proceed with a new order because of the interaction that I had today with this advisor and they should reconsider a training for this employee since he is not able to assist clients at all.

So please be mindful when placing online orders since this is the assistance that you most likely receive.

Terrible Customer Service – Refuses to Take Responsibility for Lost Parcels

I placed an order with Kerastase AU and my parcel was stolen while in transit via Australia Post. Despite providing all necessary evidence, including a police report case number and confirmation from Australia Post, Kerastase refused to take responsibility and repeatedly made me jump through hoops for weeks.

Under Australian Consumer Law, the seller is responsible for resolving lost parcel claims with the courier—not the customer. However, Kerastase ignored this and instead demanded unnecessary documents, causing frustrating delays.

Only after escalating multiple times did they finally acknowledge my claim, proving that all their prior excuses were just stalling tactics.

If your parcel gets lost or stolen, expect no accountability from Kerastase. Their 1.8-star rating speaks for itself—this is clearly a pattern of poor customer service. Very disappointing

Great hair products. Awful website which isn’t mobile friendly. Awful customer service. Misleading about 10% discount for first order. You have to wait 72 hours for discount code. Unable to cancel order, told to decline the parcel when it arrives. Ordered products elsewhere for £18 less.

I returned products after I was incorrectly sent the wrong thing (Kerastase's error). Website says 10 working days for a refund and the online chat confirmed this. I've been waiting 16 days and still told it might be another 7-10 business days. Worst customer service I have ever dealt with and I shop online a lot. No one can action anything or give any answers, no one can transfer to a manager. A lot of 'sorry, there is nothing I can do'. Rude staff and obviously understaffed using offshore refund management, just avoid. I've now taken it further and logged this with the ACCC (Australia).

Greedy company, refused to cancel my order after I immediately sent a request to cancel it as I had purchased the wrong set. They did not refund my money to me after I had returned the item, it has been 1 month since they've received my return. Terrible customer service and returning practices. I had to pay return shipping and after everything, they took my money and the items back. I do not recommend anyone to purchase from this company.

KER9489010 Make no mistake this is a high end and priced product but the order service and customer service is rubbish !!!! I ordered products x2 - got NO confirmation and when I called - I got a customer service agent who said he understood my frustration but it really didn’t sound to me like he understood or cared !!!! Steer clear - from now on I will - the fact that they don’t even reply to any reviews speaks volumes!!! Tbh we should all share reviews on X and fb too - the option is there folks

Magic 8 hour overnight serum works wonders on my naturally curly hair. Fantastic stuff for fighting the frizz. Would definitely recommend.

Ones you place the order, you cannot change it or refund it. THIS IS COMPANY POLICY 😂
I have ordered a shampoo and than later I researched the details of the product and realized that it does not suit me and may be dangerous for my scalp, therefore decided to change it to another one before they send it to me. But they just can’t do it. And advised me to contact the delivery company later and tell them that “I don’t want that parcel” What a shame on you Kérastase.

As a loyal customer of Kerastase for many years, I have always appreciated the excellent quality of their products. Unfortunately, my recent experience with your fulfillment process has been deeply unsatisfactory.

I placed an order for Kerastase products totaling $310 on September 10
and have yet to receive any notification or acknowledgment that my order is on its way. Despite reaching out to their customer service team—who, while polite, were unable to assist me—I was informed that the warehouse is experiencing issues, with no further resolution offered.
Adding to my frustration, this is a re-order of the same product I initially purchased on August 3. After waiting over a month without any updates and several follow-up calls, I was informed on September 9 that my original order had been lost, and I was eventually refunded. Believing this was a temporary issue, I decided to try again and placed a new order on September 10. However, I am once again experiencing significant delays, and I still haven’t received any notification that the products are on their way.

Bought the desifique shampoo and conditioner oh my God absolutely awful my hair is quite fine and menopause has made it worse but this product for £45 is a joke it made my hair flyaway and felt worse than before using it 🙄😡never again

Awful product. Dries the life out of your hair. Really is not worth £1 let alone £60 awful. Customer service offering no refund. Disgusting product ...Disgusting owners

I will not be buying from then again
They change the bottle. before it was 100ml for £40+ and now its a smaller refillable 75ml for £58!! Absorlute rip off.plus the nice fragrance is gone too now it has no smell.customer service was a bismol no help really at all.and there is no free returns which means I will have to pay returns out of my pocket which kind of defects the object

Worse customer service. Signed up back in January but website would never let me sign in. Contacted CS via chat. They were hopeless. Kept telling me to reset password, which I tried to do numerous times. Gave up. Got an email from them 2 days ago with special code and free gift, again same problem, couldn't log in. Wouldn't reset password. Again went onto chat........wonder how long I will wait this time?