Kérastase Avis 

As with other reviews - customer service is terrible. 15% off first order code never received, chased, but no reply. Customers are hard won but easily lost - this company has a death wish.

I've ordered plenty of times from kerastase.co.uk but this latest order I have made over 3 weeks ago has received no update or confirmation of shipping.

Despite reaching out to customer service I've received no response, poor customer experience & I'll never order with them again.

AWOL

Made an order, which never turned up for no reason.

Dreadful customer service, have been a loyal customer for years. Get bombarded with promotions from them, tried to use one at the weekend and it didnt work. Rang CS told to send a screenshot of promotional email sent to me. I did this and they emailed to say they could not honour any discount without a screenshot. I resent the email to my husband and you can clearly see the screenshot. They do not want to do the promotions so they should not send offers out. Very rude and unhelpful on the phone.

I have been ordering from this company for many years. Today there was a problem with the website, but instead of helping me, the customer service staff were rude and unhelpful. One of them even put the phone down on me. I am disgusted by the arrogant, rude, unhelpful service and won't be ordering from them again as I've found a much better source for their products. This company needs to realise who the customer is and treat them with courtesy!

I've been using them for 2 years and I'm very satisfied. my hair has grown a lot and it doesn't fall out anymore. I highly recommend it.i love ❤️

Ordered 2 products which allowed me a discount-all went through fine, to be delivered 5 days later by DPD. Tracking updated and changed my 'safe place', all seemed fine. Parcel not delivered on the stated day. Checked tracking....parcel was being sent back to Kerastase, no delivery attempt and couldn't understand what had happened. Rang customer service but was told lines were closed-despite me ringing between the open hours of 8-8. I then emailed and received a reply saying 'logistically the product could not be delivered'. I have no idea why, I don't live in the middle of nowhere and DPD have delivered here before-no further explanation given from Kerastase. I ordered from another website which was cheaper anyway. I did get my refund but wish I knew what had happened here.

The order arrived promptly, which was good. Customer care is sadly, deplorable. I have been trying to get help applying the welcome code on my first purchase. It was working until card details were inputted, then error code came out. I have tried it on a different device with same results. I contacted kerastase to report the problem. I was asked for screenshots which I sent. After a useless ping pong of emails which clearly proved the problem was not understood, I purchased it without the code. I asked kerastase if they can reimburse the value of the discount. Another useless email arrived letting me know I can use it for next purchases, not even bothering to address the problem. Dissapointing.

Avoid at all costs they ripped me off😡
Called Trading standards but no reply yet !!
Ordered a size 10 but received what was a baby size contacted them to replace on numerous occasions but ignored.
PLEASE PLEASE don’t send this company any money they are SCAMMERS ps they do great photoshop 😏

Worst customer service ever. The products are good but i rather buy it from other websites.

I have been buying Kerastase products for the past 15 years and the Nutritive range for the past 10 years and always been very happy with the quality of the products. However, the Nutritive formula has been changed and it leaves my hair heavy and greasy. I asked Kerastase if in the circumstances they would accept a return of two unused Nutritive products bought from their website without the packaging. They have refused. No consideration given to past loyalty and no goodwill jester. I will not be buying from Kerastase again.

As per others reviews. Items missing from my parcel and Kérastase don’t give a monkeys. Shame as products are usually good but customer service is awful

They have a very bad customer service, very expensive for what they say and about the samples they lie that it comes with every order. When you get the shampoos and you don’t get the samples and if you call them they saying “ Aaaa we don’t have any samples left that’s why you don’t have the samples” meaning that they don’t care they write in my email is coming with the samples but comes without. The customer service very rude and unprofessional

I made a complaint regarding a faulty dispenser on Resistance serum therapiste that I am unable to use. I have used Kerastase for many many years with no issues I love the products but as far a customer service - absolute rubbish I got an acknowledgment email from them - then nothing no reply from the further 4 emails !!!

very poor customer service!!! i still have not received any information on my missing paid item despite of my follow up emails. I agree with most of the reviews, the free gifts as advertised were not fulfilled too! they sent me 20% discount valid in 30 days for my next order in replacement of the free goods they advertised! They basically want you to spend again before you get the promised goods! The 20% discount is not valid with other promotions therefore there is really no “free items” for the goods you bought and do not constitute to the value of the advertised free items! This false advertisement is so wrong to get the attention of buyers!!! They also advertise “2 complimentary samples for every order” on their website which don’t come to your order. What a shame for a brand that advertises luxury, there’s nothing luxurious about refusing to communicate to the customers and not fulfilling their own advertisement!!! very disappointing!

My hair looks like a broom.
Experience and horrible.

Not cruelty free nor vegan. Wanted to try out the blond absolu serie and checked if it was. Unfortunatly not.

Their website keeps illegally customers' data.
When I placed an order, they automatically inserted an old address (from 4 years ago!).
Impossible to amend it, even if the order was placed 5 minutes before. I contact the CUSTOMER SERVICE many times with no clear answer. I finally got an email saying that I should inform the courier (!!!). They don't even let me cancel the order.
Crap customer service. If you like those products, buy them somewhere else.

Very good products, expensive but worthy. If you read the description of the products and review carefully you can pick for yourself a good products. Like some comments here complaining that it left their hair greasy or something else. Its not the brand fault, its you -you just didn't picked the right products for your hair, ask your hairdresser, which product to use before decide to spend big amount of money on something what is not suitable. very good product and guess what i am not even paid for the advertising :) its just my personal experience

I placed an order and then started reading reviews after my order and was quite alarmed thinking am I going to get this or is this a scam! However, my experience is nothing like anyone else’s clearly so I had to put it out there as reading past reviews freaked me out a little.

I ordered with them on Thursday night (after 10pm) received emails of confirmation, and then Friday it said it dispatched.

Monday received another email to tell me where my order was and my Tuesday afternoon my order arrived.

Very fast delivery considering it was the new year period, very happy with the service