Kérastase Avis 

Absolutely terrible. Placed my first order, and upon delivery an item was missing. I then had to take the time out of my day to call them and ask them where the missing item was, for them to tell me it was out of stock. On their website it says that the item is still “in stock” , so plenty of users must be ordering the product now and they’re taking money off people without being able to fulfil their orders. Not only was the agent rude, he was entirely unapologetic. I had in stock notifications on for this specific product and wouldn’t have ordered from them if i knew i couldn’t get this specific item. They have also charged me for the product I didn’t receive.

I went to make a purchase on the website where a "receive money off your first purchase" offer appeared. I provided my details (email, name and date of birth) but never received an email with the offer code, despite the website acknowledging I had submitted my information.

I did not make my purchase and spoke with an online agent a few days later to explain and ask that they remove my information from their database, to which I was told I would have to unsubscribe via their newsletter email if I wanted this done. Even though I had not had a single email from them, not even in my junk folder. I have also been receiving different spam/scam emails daily since providing my details, but nothing from Keratase themselves. I wouldn't recommend interacting with this website.

Terrible customer experience, I have used Kerastase products for years and usually purchase from my hairdresser or an authorised retailer. I won’t be purchasing direct again - items arrived damaged, leaking and smelling unpleasant. Customer service admitted they only had less than 3 months left on expiry date so clearly very old stock - this wasn’t made clear on the website and they weren’t discounted!
I had to contact customer service multiple times to address the issue - finally got through on the phone and after emailing pictures advisor told me I would be fully refunded and would not have to return the item. I chased customer services about my refund and was told actually I would have to return the items (at my own cost!). Luckily I hadn’t disposed of the items already.
Now I’m having to waste my own time and money to return these items which were delivered damaged through no fault of my own and after receiving mixed messages. Shocking customer service. Kerastase products are great but would recommend never to purchase direct

I wanted to leave ZERO stars.
They call themselves "customer care" - not the only thing they LIE about. They couldn't care less.
So started placing my order yesterday quite late in the day and got the free hairbrush that they advertised in my basket. When I checked my order after I checked out the hairbrush was no longer there. I contacted Kerastase and got their chat tool. Nobody could respond and my query got passed to customer service. I then sent another message saying I did not want the order sending until my query about the hairbrush was resolved - it got passed to customer service AGAIN. This morning I finally get an email saying that the hairbrush must have been out of stock. How unlucky am I that I was placing my order just as it went out of stock. Yeah right! You really expect me to believe that? Then it turns out that they have already sent my order! I said I didn't want it sent until this issue was resolved and they sent it anyway. Told me I could refuse the parcel, that the parcel would go back to them and THEN I would get a refund. It turns out that they hadn't sent the parcel yet. They had plenty of time to stop the parcel because I didn't get an email notification of despatch until last thing today the 16th - so they had all of the 15th and all of the 16th to STOP my order. They DELIBERATELY didn't stop it and now expect me to wait for a refund. It was their mistake that they sent it so I don't think so. And then they suggested I WAIT until the hairbrush comes back into stock (funny because how am I supposed to tell? surely they should NOT be advertising it if it is NOT in stock!) If it is being advertised then surely it is in stock? FALSE & MISLEADING ADVERTISING. They make out that you automatically receive the free item and the point of checking out. That is a LIE. You don't. And at that point you have placed the order and you cannot stop the process. They have conned you into placing an order under FALSE PRETENSES!

Ok so many bad reviews on here I'm scared what my results of using the product will be... But for now all I can say is that I had no issues ordering and having it delivered, and omg it smells unrealllll like so so gorgeous, to the company: please consider selling perfumes with this smell as it's amazing in my opinion! I shall update after using the products to let you know if it worked well or not... My hair is very dry so will be interesting experiment switching to this from my regular stuff I use :)

Appalling customer service. Black Friday sale was a complete scam, I did not receive the free gifts promised in the deal and there was no communication to say the items were not going to be sent out. The company were still sending emails out advertising their Black Friday deal days after I placed my order. I was unable to get through by phone, very slow and unsatisfactory reply by email. I will not be using this company again.

Ordered beginning of November. Nothing arrived after 2 weeks. Their customer service kept cutting me off when calling. They don’t answer emails. Start of December I got thru to them to be told they’d issues with my order and I’d be refunded in 15 days. That time has passed and I still have no refund. Been calling & emailing. No reply. The WORST DREADFULLY SHOCKING customer service EVER. I’ll continue to call but going thru their parent company, L’Oreal, see if they can help. Kérastase, never order from them.

I used their elixir ultime and it made my hair greasy and feel awful do not recommend this brand

Well I wish I would of read reviews before I bought the shampoo and hair mask..I've used Redken for ages thought I'd have a change..wasn't bothered about the price..just wanted it to do what it said on the bottle..for dry..frizzy..brittle hair..washed condioned my hair..Bloodyhell looks like I've been electrocuted..awful awful product..now that was a waste off money..and a lot of money

Like several other reviews, it would seem that the Black Friday deals on the website were a complete sham. Didn’t receive my order, wasn’t told I wouldn’t receive it, had to chase several times and call to speak to the terrible customer services. Joke of a company.

Terrible customer service

Really poor customer service, I ordered with the Black Friday deal and aside from a confirmation email I hadn't heard anything regarding delivery. Therefore I had to keep chasing via phone and the online form (to which I never got a response). The team were unable to help with the status with my order and said I will just have to wait and hopefully it will arrive. In addition, upon receipt of the order I noticed that I hadn't received the products included in the promo deal (I had duplicates of the same tester). It was not communicated to me that due to unavailability they would switch out the promo offers.
The customer service team were extremely unhelpful, hinting that it was my problem. In addition, the customer service rep disputed that I had got in touch many times to which I ended up proving wrong with proof of submission forms and the multiple calls made from my phone number.
Very disappointed and will not be a returning customer.

I placed an order today with the Blackfriday promo code. The code dint work and charged me for full amount of the products. Customer service was so bad and unhelpful. They asked me for a screenshot of it, but really how do you screenshot things if you dont know there would be a glitch on the next page and it will charge you full. They cant cancel/refund/issue a gift voucher. They had the audacity to say we can see to give you a 30% off voucher and guess what in an email they said they cant. They said that this has never happened, looking at comments from Feb 2024, IT HAS HAPPENED BEFORE. Its probably their IT guys who arent working on this glitch. This is a huge company and to have this level of scamminess is ridiculous! Keep my £30 and burn in hell!!

Terrible customer service. I’ve tried to contact them several times regarding part of my order missing from the online delivery. I’ve had no response at all. They’ve got my money. I don’t have the goods. Disgusting service. Never order from the Kérastase website.

I enjoy their products, but I deeply regret purchasing directly from their website. It’s been four days since I placed my order, and I’ve heard nothing from them. When I reached out, they confirmed they had my order, but the package hasn’t even been picked up from the warehouse yet. On top of that, I’m told I need to wait up to 14 days from the shipping date for delivery to England. Is this a joke? Even orders from China arrive faster. You should be ashamed of your delivery service.

Shocking customer service! All calls outsourced to people who are unable to understand or deal with your query and refuse to put you through to a complaints team. Really bad service from a supposedly luxury brand!

Have used Kerastase products for several years but since they have “improved” and extended their range the products are awful. Hair left dry and straw-like, have tried several types of shampoo and conditioner in the range, none of which are anything like as good as they used to be before everything was changed. Also prices have increased significantly, Will not use Kerastase again.

Kérastase Croma absolue… I purchased and used all three products on advice from a salon… the results were really bad. Dry straw like hair that just refused to style properly. I tried again a few days later, but same issue arose. It also did nothing to enhance my colour and Highlights, they look flat. Very disappointing for such an expensive product.

Reversed all the bloody work I had done to get my hair loss to stop, worst fkin product I’ve put on my hair and I used to use products from head & shoulders and herbal essences. Avoid avoid avoid!!!! Redken is better and won’t have you looking bald.

I wrote a 1 star review for the chronologiste range - awful products which made my hair like straw. When L'Oréal published my review, it was posted as a 5 star rating! Something very odd going on there 🤔

Terrible product. Dried my hair out so so bad I looked like Einstein....cadgy frigging go goo awful awful product! Let's see if I get a refund ...won't hold my breathe