Kérastase Avis 

They sent me damaged and dirty products, cannot believe I paid 115£ just to get some reused dirty bottles

Comprei e testei em 4 dias de semanas diferentes os produtos da linha Curl Manifesto (shampoo, mascara e leave in) e os resultados foram péssimos! Meu cabelo ficou super seco e frisado. Estou extremamente insatisfeita com o produto e o pior de tudo é ter investido imenso dinheiro com esses 3 itens pra ter este resultado frustrante. Costumo usar produtos de outras marcas e nunca tive problemas do gênero. Deixo aqui minha queixa e feedback!

First time buying this product. Received order and missing products. Customer services not very helpful... they said they "don't resend missing items and could get a refund but they would look into it"
There is nothing to look into...you failed to fulfill my order.
I have changed my mind and want to return what you sent me.... Still waiting for someone to reply via email like they said they would

AVOID!!!

Ordered two products - was sent the wrong range and in different sizes (smaller than what I had ordered). I had used products and was honest about this so merely asked for a partial refund to make up the difference.

I received a passive aggressive email that said it had been too long since delivery for any consideration to be made (less than 3 weeks) and also that given I had used products that this would not be an option at all.

Incredibly disappointing experience and I will not be shopping with Kerastase again. I will tell friends and family to avoid too.

I bought this on line as I wanted to add volume to my hair. It didn't do anything in fact it was soft but looked flatter. Gave it the benefit of doubt and did 14 washes before leaving this review. I wish I looked on here first. I'm now waiting for an Australian shampoo to arrive! I will update on their page.

The customer service is non existent. Order 2 products, samples was missing. No where in the terms and conditions that samples can or not be sent, this is false advertisement. Offering products if you purchase 2 or more and than not sending the products offered. I'm really shocked that keratese would be so poor, the call centre wouldn't do anything and no response on email. I would definitely not order from this website in future.

The email customer service is pretty much non existent. A lost package enquiry still not responded to after three business days. I expect better from a company that sells luxury products. Will avoid buying direct again.

Ordered products from their web site after using their diagnostic tool. The products irritated my scalp after one use and left it very itchy despite telling them I had a sensitive scalp. Rang up and asked for a refund. First they wanted an extensive questionnaire answering then after a week they asked for products to be sent back. Now are saying they have to analyse products before issuing refund. 2 weeks after first complaining still no refund.

Shockingly poor customer service from Kerastase would suggest you retrain your team or perhaps look at how most other companies behave in rectifying customer complaints. I received a package with a damaged product and the lack of response via email was terrible. It took days to write back, the responses were clearly a set template and they just inserted my name. I wanted a replacement not a refund but that didn’t seem to even be an option. The whole experience was dreadful.

Third bottle of Serum Therapiste that only dispenses from one side of the inner tube (the clear serum dispenses, the white one doesn’t). Can’t get into the bottle to dispense it manually. That’s over £100 wasted. Apparently Kerastase are aware of this common problem but don’t seem to be doing anything about it. Complete rip off.

I had a very disappointing experience with Harpreet, a customer advisor at Kérastase. She was unprofessional, unhelpful, and quite rude throughout the interaction. I reached out regarding an issue with not receiving the welcome offer, but instead of assisting, she ended the conversation abruptly without resolving my concerns. It's frustrating and unacceptable for a brand like Kérastase to have someone with such a dismissive attitude representing their customer service team.

Genuinely the worst customer service ever - I wish I read the reviews before ordering! They are extremely rude on the phone and on email and have just ended the conversation with me before even getting the chance to voice my complaint. Stay away from ordering from them - especially Luis & Mariana from customer service who were awful!!!

I was really disappointed with Kérastase’s service. I tried to amend my order and apply a discount within 24 hours of placing it, but the website doesn’t allow changes or cancellations, and customer service was slow and couldn’t help. I’ve bought from them several times before without needing support, but this time was frustrating. Their site feels outdated — even Amazon is more user-friendly. Not what I’d expect from a premium brand.

One of the worst haircare companies went to their popup on Wednesday 7th May for salon owners of the launch of their Glaze Drop I was one to be questioned like I am a thief, asked to move on when it came to the charm making but not saying anything else to the Caucasian women constantly questioning which salon I worked in then scurring off to the lady in the pink tshirt whom was extremely passive aggressive when I came in.We were treated much differently compared to the Caucasian women there.
The range for curly to coily hair is limited and not a full range either and extremely patronizing and uneducated the reps that know nothing on different hair types that says a lot!. Instead of concentrating on the influencers who won't buy their products and constantly hyping them up concentrate on the salon owners and consumers that buy your products. After my awful time at Kérastase popup will boycott their products from my salon and work with independent brands.

I ordered 2 products from which I received one.
I contacted the customer service and I had no answer for days. I had to keep chasing, and the chat they have in the website was not helpful at all.

When I finally received an answer to my emails, I was asked the order number which I already provided in my previous emails. Anyway, I sent them the order number again and they never replied to me ever again. It's been a week now.

Do not order online, best to go to the store and purchase the products.

I bought an item a week or two ago.. I received at least 3 emails advising that my order had been processed and shipped. This week I received a delivery from Kerastase which had two samples in but not the item I had paid for. I phoned them yesterday... I spoke with someone called Louise who was so disinterested from the moment she picked up the phone. She transferred me to another person who told me that I would receive a refund and that i would have to reorder, he sent me an email to confirm this. An hour later I received an email to tell me that my order had been processed and dispatched... this was followed by 2 further emails stating the same thing. 24 hours later I received another email telling me that I had been refunded. I have checked my bank account but Kerastase have not refunded me .. they did credit my account to immediately debit the amount again. This is a terrible company to deal with .. ther is no contact details other than the number which takes you to Louise who clearly doesn't give a hoot about her job or the customer ! Would give zero stars if I could

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.

I ordered a product a week and a half ago, and apparently due to some logistic issue it was returned back to them. Apparently they can’t ship it back to them and they will just refund the money. The issue is that I bought the product when it was at a lower price and now it’s double the price of when I first bought it, so I’m definitely not ordering again. I think the price that I bought the product at was a mistake from them and that’s why they didn’t want to ship the product. They should have just cancelled my order and not kept me waitng. As others are saying, just buy the products from some other seller.

No stars deserved for Kerastase.
Do not order from them directly. The customer service is shocking. They just read off a script and do not offer any help to the customer.
Placed an order over 2 weeks ago. My order shows as In progress on the website and my money has been taken. I have never received a confirmation of order or any details of when my order will be sent. They just say there is an issue and refuse to give any more information.
It’s disgusting how this company chooses to treat their customers. Without customers you don’t have a business Kerastase!

Placed first time order Thursday 27/2/25 for 2 items to trigger the promotional discount. Delivery arrived on Sunday 2/3/25. One of the 2 items was missing. I contacted the call centre - took over 15 minutes to get a call answered only to be told that the product was never shipped. I asked why I wasn’t notified - I was informed it was a warehouse issue and that they would wait for the customer to contact them. There is nothing the company will do to fulfil my order. If you didn’t have the product in the first place why did you accept my order. Better to buy at other third party companies. I won’t be ordering a second time.