Kérastase Avis 

Attempted to return these mediocre products that don't do what they claim. However, the company makes it almost impossible. They provide a return label with the wrong address and the customer service is atrocious. UPS contacted me to inform me that when the package eventually comes back to them after they attempted to return it to the company, that I would have to pay an additional $18.00 in order to take the package back or retry to return it. I gave the UPS tracking number to Kerastase only to be told by them that they don't have the capability to track packages which simply cannot be true. They claim the issue is being escalated for investigation. They have the tracking number, they can see that they have the wrong address on the company-provided return label, and they have my payment and order #. That's all the "investigation" they need. I should have been issued a refund immediately. I have started a complaint with the BBB. Kerastase reviews online are really bad. If you order any of their products, do it through a salon or a retailer where you can take the products back for a refund if you don't like them.

If give a zero if they had it. I spent hundreds of dollars on their products tried two different lines and both were not good. My hair had no volume nor did it help with shredding/thinning. I told them about my experience and never heard a word from them. I switched to Aveda products and couldn’t be happier.

Ordered the gloss absolu glaze spray and received a used open jar of hair scrub for oily hair! Totally disgusted. Contacted customer service and after sending required photos of the gross, used jar, stated that they would send my correct item, the gloss absolu glaze. Where is quality control and how could shipping make such a huge blunder, a spray bottle vs. a large jar?
As this is my first and last order with Kérastase, I will stick to Oribe products instead.

Product Review — Amazing Product, Disappointing Packaging

absolutely love this product. It is genuinely one of the best hair products I have ever used, and I am a very loyal customer. The quality of the product itself is exceptional, and I continue to purchase it even though it is quite expensive.

That said, for a premium product at this price point, the packaging on the conditioner is extremely disappointing. The metallic coating on the cap peels and flakes off, leaving little pieces of metallic material in my shower and on my hands. As you can see from the photo, the cap deteriorates significantly with normal use.

What makes this especially frustrating is that the rest of the brand’s packaging feels beautiful and high-end. I don’t understand why this particular cap or coating is being used on a product that is constantly exposed to water.

This seems like a packaging/product-management issue that should be addressed. For a luxury hair-care brand charging premium prices, the packaging should perform at the same level as the product inside.

I received severely damaged products

The customer care falsely said they did not receive the photographs of the damaged items

Then despite me following up with them on online chat they refused to compensate for the damaged items

The customer service representative Zharit was completely unhelpful

I have purchased direct over and over
This experience is absolutely horrendous

I would give this site zero stars if I could. You codes do not work and when I request to speak to a customer service specialist (albeit via message) because that is the only option, I CAN'T ASK FOR SOMEONE LIVE!

Horrible customer service…. Paid an extra amount to be delivered on a certain. Did not arrive and won’t refund my shipping!!!

The WORST!!

Bad customer service. I used a promo-code for deluxe samples. I was supposed to get 2 deluxe samples & 2 regular samples with my costly order. I received an email that *poof* ALL samples were unfortunately out of stock, but my regular items showed up. That is deceptive business. Customer service offered a 20% promo code, which now does not work. Their website still shows the samples that somehow 'aren't in stock'. They offered to let me return my order, but the shipping would be at my expense. For high end costly hair products I'd expect much better.

I returned 2 shampoo refill pouches and 1 mask, but was only refunded 1 shampoo refill pouch and the mask. It has been almost 2 weeks and several phone calls and I am still waiting for the full refund. I was initially told that the reward points I used on this purchase would be credited back to my account once the refund was processed, so I waited for the refund to be process before re-ordering the correct shampoo (I had originally ordered the wrong shampoo pouch because Densifique and Premiere product lines are both white and look a lot alike). Not only has Kerastase now told me that the points will not be credited back to my account, it has taken Kerastase so long to process this refund, that the once a year EarthDay26 promotion code has now expired (refill pouches are excluded from all other promotion codes throughout the year), so I will not get the correct order for the same price as my original order. I have spent over $800 on Kerastase products in the past 7 months, but I am DONE purchasing anything from Kerastase.

Never purchasing a thing from this place again. Charged 130 dollars for product never received, and lied to by one rep, who verified my correct address, yet told me because it was delivered, I now have to wait 7 to 10 days for an "investigation" to receive a refund when I sent numerous emails prior to the call, then when I asked for a supervisor, parked on hold for 13 min. Called back, 2nd rep verified the incorrect address, yet told the same thing 7 to 10 days for a refund.

Placed a $176 order to include a bonus sample and limited edition black velvet pouch. First they forgot to ship part of my order and the pouch. When I received the incomplete order I called and they confirmed forgetting part of the order and said would ship it. Next day canceled the pouch as out of stock. Called and asked for the new bonus item in place as it was their fault/mistake. They refused to do so. Second, items received were in an unpadded UPS bag causing the sample to be smashed and leak all over products. They have been unsympathetic, unapologetic, and unwilling to correct THEIR mistake. When I finally receive the remainder of my order, I will be returning the $176 of products. This IS NOT the behavior of a high end product or good customer service...especially for a regular customer.

WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question. Also if you leave an email for the company at the email they tell you to use the response is even more generic than the human that answers the phone. I STILL have not gotten answers to two very basic questions!!!!! PS - You can buy their products from other sellers for less!!!

The customer service is really bad, I did not receive my order and they did not refund to me. Never had such bad customer service in North America before.

They have lack of transparency.

You will buy and give you a date and then suddenly is delayed and they link you to another page saying that is expected the delay.
After all you contact customer support and whoever talks there use his best sarcastic way to tell you that is your fault on their lack of transparency

I placed an order using a promo code that included additional complimentary gifts. However, these gifts were never delivered. I reached out to customer support several times — both by email and through two phone calls — but my issue has not been resolved.

It is clear that support agents are not reading the content of my messages. I keep receiving the same template responses that do not address my concern. When I asked to be contacted by a supervisor, I was told that my call “was scheduled,” yet nobody ever followed up.

This level of service is unacceptable for a brand that positions itself as a premium luxury retailer. I expected significantly better customer care, especially considering the price point of Kerastase products.

I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe. If you have your cat box in your bathroom maybe that is something you want? I don't know who would want that much perfume. I did contact the company and they said they reserve the right to change the scent of products any time and no scent is listed on the bottle for a reason. When I tried to leave product reviews, anytime I hit less than 4 stars for a product a pop up would say something went wrong and I would have to come back later. One bottle of shampoo for fine hair smelled okay but for some reason my hair is frizzy and full of static when I use it (I just finished a bottle and didn't have that problem). I honestly don't know what has happened to this brand but buyer beware - this is not the same product you received 8 months ago.

9/2/2025 asked for a refund on 8/27. No response, still no product shipped. Terrible terrible company.

Ordered 8/12/25. They printed a label on 8/15 and claimed it was shipped. Here it is, 8/27, and UPS still doesn't have the package. I will never order from them again, and plan to dispute the charge with my bank.

honestly really incredible. not happy the oleo relax has been discontinued, brought back and tempered with but the products are increidble and this is coming from an older gentleman with severe allergies. worth its weight in gold

Purchased two items. The split and oil and the scalp oil. Boy arrived in the same shipment. The scalp oily box and product was sealed. I went to open the box for the split end oil and the box is damaged and the seal isn’t stuck down. I take the product out and the bottle has oil all over the outside of the bottle. Either it was returned or some how it wasn’t sealed. I asked for a replacement and they told me no be use it wasn’t damaged. What a joke.

It doesn't smell very good. It's like men's colognes. I sneeze a lot. Is there any unscented for Kerastase?