Kérastase Avis 

Ordered as social media had a discount code for 25% off. Really hard to see where to input the code when ordering and order went off without it being applied so tried to cancel within 30 second of ordering and online chat said they couldn’t help and would need to email the customer service team. Got an email a day later saying too late to cancel. Order arrived many days later despite not being able to cancel or and I called them (website said open from 8am and in reality it is 9am - also poor) . I asked if they could apply the retrospective discount as I still wanted the products and they said no I need to send it back! So I need to order again after them paying both ways shipping. Crazy way to run a business. Can see so many bad reviews here and can see why.

Disappointed after seven years as a loyal customer

I have used Kérastase products loyally for seven years. My reusable aluminium bottle corroded through the bottom, causing a brand-new 500 ml refill to escape down the shower drain. Kérastase refused to replace either item because the bottle was four years old, claiming it has a three-year lifespan—something that was never stated on the bottle or disclosed when I purchased it. Very disappointing customer service from a premium brand.

Terrible product. Left my hair feeling dry and ruined.

Zeer tevreden. Shampoo gekocht bij haarshop.nl (koop hier nooit wat) na een allergische reactie totaal geen nette reactie.
Het probleem bij kerastase gelegd zeer netjes en serieus geholpen en gecompenseerd met andere shampoo echt netjes opgepakt.

gebruikte 7 jaar lang enkel kerastase, kreeg enorm schilfers, overgestapt op symbiose lijn.
haar viel er van uit, overgestapt op de volledige genesis lijn, haar viel nog meer uit 🥴
Gebruik Nu Natuurlijke producten, en geen last meer van schilfers, trekkerige hoofdhuid, haaruitval... dure rotzooi .

Waited over 22 days still no delivery
Got a refund but they won’t re order it because of logistical reasons
What they mean is they won’t pay a proper delivery company they use Evri who are cheap but lose parcels
All right if you lose customers though 🤷🏻‍♀️

I purchased three products and they were complimented with two samples. One of the products arrived clearly not filled up to correct level and I made contact with Kerastase Customer service. I attached a picture of the spray in question and their customer care service team advised me that I cannot get a refund or replacement unless I send the whole order back and I needed to CONFIRM the product was sealed. The whole process is complicated and frustrating and I obviously did not want to return the other products and wait uncertain hoping if they will accept the products back. I had to leave it and decided to raise awareness here for people that may end up in my situation. I did not get a single apology for the experience and I would not consider buying again directly from Kerastase!

Arrived damaged. Poor customer service, have yet to receive a reply.
I will not be purchasing from this company again.

It has now been nine days since my purchase, and I have yet to receive a shipping notification from Kerastase. While the website advertises a 3–5 working day delivery window, I was only informed after the fact that I should expect a 14-day lead time from the date of shipment. 14-DAY FROM THE DAY OF SHIPMENT, THAT I STILL DON'T KNOW WHEN IT'S GOING TO BE.

For a brand that positions itself within the luxury market, this lack of transparency and extended delay is unacceptable.

I have used Kérastase products for years, as they are stocked by my hairdresser, and until now I have generally had a positive experience. However, this was the first time I tried the Gloss Absolu range, which I purchased directly from Kérastase (owned by L’Oréal).

After just one wash my hair, which had previously been in good condition, became extremely dry, very frizzy and full of broken pieces. It was standing on end and appeared visibly damaged. Even more concerning, it also left my naturally blonde hair with a noticeable orange-pink cast, not dissimilar to the colour of the conditioner bottle itself.

I contacted Kérastase because I wanted help and advice on what could have caused this and how to fix it. My hair had become frizzy, brittle and discoloured after a single use, so I was hoping for guidance.

Instead, I was asked to provide extensive information: photos of my hair before and after, photos of the bottles front and back, batch numbers, my receipt, and answers to a long list of questions. I provided everything requested.

The response came back very quickly with a long explanation suggesting that the product could have an impact on fine hair and may cause colour changes in certain circumstances. However, no practical advice was offered on how to repair or restore my hair.

When I contacted them again asking for help, I was instead sent a list of additional Kérastase products that I could purchase.

A different customer service representative then informed me that refunds are only provided for faulty or damaged products, and that I would not be refunded because the product was functioning as intended but simply not the right match for my hair type. This was surprising given that nothing in the product description suggests it may cause severe frizz, breakage, or colour change on naturally blonde, fine hair.

It was also contradictory: the first response acknowledged that frizziness and colour change can occur in certain circumstances (fine, naturally blonde hair), while the later response stated that this is not a known issue with the range.

The process (multiple requests for photos, batch numbers, receipts and detailed information) ultimately felt less like genuine support and more like a barrier to discourage complaints. It is also worth noting that I did not initially request a refund; the first customer service representative was the one who asked me to send my receipt.

The cost of the product (£26 and whatever the conditioner cost) is not really the issue. The principle and the quality of the customer service are. As a long-time customer, I expected both a product suitable for normal use and support focused on helping resolve the issue when something clearly went wrong. Over the years I have spent thousands of pounds on Kérastase products for myself and my family, which makes this experience particularly disappointing.

I also always try to resolve issues directly with a company before leaving a negative review: in fact, I have never previously felt the need to write one. That is why I contacted Kérastase first in the hope of getting advice or support to fix the problem. Unfortunately, after multiple exchanges it became clear that meaningful help was not going to be offered.

Before purchasing this product, I would strongly suggest reading the one-star reviews. A number of customers appear to report similar issues with frizz and colour change on lighter hair. I wish I had.

I placed my order Sunday and got a confirmation email but my address was not showing up in full so was a little worried which brought me to trust pilot and got concerned because of all the negative reviews.
I emailed the company and I got a response on Monday they confirmed my full address and then I received confirmation of delivery I chose a collection point and received my parcel on Tuesday.
The quality of the products are beautiful and I got free samples also.
I would definitely order from them again very happy customer ☺️

Tried to buy some products from this company but they refused to ship to my address in Northern Ireland, which despite many uprisings and terrorist campaigns is still part of UK.

Horrible customer service. Delivered product to wrong address and having to chase refund

One star, purely because Kérastase use DPD for delivery.
The products themselves may be great, but the delivery experience completely ruins it. Almost every delivery to my address via DPD fails. Parcels do not arrive, yet I receive messages claiming delivery was attempted when it clearly was not. No knock, no doorbell, nothing.
DPD sometimes make a very quick call and hang up straight away, which feels like it is only done so they can log a call. Customer support never helps, and issues are never properly resolved.
On top of that, parcels are often left with neighbours or dumped in a nearby shop without permission, causing unnecessary inconvenience to other people and stress for the customer.
For a premium brand like Kérastase, this choice of delivery company is really disappointing. I would seriously reconsider ordering again unless the delivery provider changes.

Appalling customer service, I ordered 2 products was told I would receive a free gift of 4 products and I received nothing. I am going to contact trading standards as when I contacted CS they said I didnt tick a box nothing on the page invited me to do this.

This is the worst customer experience I have ever had in my life. It's absolutely shocking that a company this size would provide such a bad experience.

I recently purchased a series of products via their website, which were meant to be delivered today. The courier marked the parcel as "refused delivery" even though no one tried to deliver it, so I contacted them to understand the issue. They said the address provided by Kerastase was incomplete and that I needed to get in touch with them to update it. Reviewing the order, I can see that the address shows as correct, so it's unclear what might've happened.

The first person I spoke with on Kerastase was literally mocking me over the phone. He spoke very low, and when I mentioned I couldn't hear him, he said the problem was clearly with me.

When I called again, the same person picked up. He was extremely rude, mocking me all the way through the call, laughing, saying he couldn't do anything at all. When I asked to speak with someone else, he said he couldn't transfer me. I then asked if I could speak with someone in logistics. He first pretended that he couldn't understand my accent (I'm not an English native speaker), and then he said they don't have a logistics department. When I said it seemed very unlikely that a company this size didn't have a logistics department, he said there was nothing he could do about it.

I then called a third time. The person on the phone seemed more helpful at first, but then she kept repeating what I was saying without giving me any solution for my problem. When I asked her what the next steps were to sort the issue, she said she would report the problem and put the phone down on my face.

It's absolutely unbelievable that companies still treat their customers like this. Especially a company that makes premium hair products and charges £50 for a hair mask.

I don't recommend anyone to buy from this website. And if I can be honest, I don't think I will use their products ever again because if this is how you treat people, you should not exist as a company at all.

I love Kerastase. The best hair care products ever. I have been using it for years. I love how they offer discount vouchers and gifts, especially during Christmas, which I buy in bulk for a year. Delivery is free and fast. I highly recommend their products.

I've used Kerastase for years. Always bought through a salon, so I can't comment on customer service - but when you start using it (and are advised on the right product) there is no turning back. Which is expensive!

I have an order and I need to update the delivery address since it has not shipped yet. I am sending requests, I called the customer service, but I can't get any return. The customer service says the relevant team is not reachable and she can't help with it. I can't even find the option to cancel the shopping. Customer service is terrible

I had hair loss after using genesis series, I contacted them, they said they can not do anything, terrible customer service, I will open a legal case against