Review Time
Purchased the Premiere discovery set because the bottles were a good size for my holiday and one of the bottles was the pre shampoo which I used 4 times to my shock and horror!!!My scalp became red and itchy and my hair came out in large clumps!I have hardly any hair left.This range was recommended by my hairdresser who only uses this make!!I am in a state of shock and won’t leave the house!!!I am absolutely heart broken!!🚩🚩🚩🚩
They don’t include the free items or samples you select. This happened to me twice. First time I thought must be my fault. Second time I was more careful. When you contact customer services you just get generic responses which amount to ‘tough luck’. Their offers seem to good to be true, because they are.
Bought direct and received a cardboard box of shampoo! Tried to contact by web form, email and telephone but their systems don’t work and they need to investigate the issue in case they would like the shampoo back! Meanwhile, I have no refund or replacement.
Kerastase Nectar ThermiqueI've been using this for a few months now and can honestly say, it does nothing. It's expensive and I've noticed my hair is nowhere near as in good condition as it was before I used it. On the plus side it smells nice but a lot of money just for that.I've gone back to a supermarket product, argan oil of Morocco and my hair look much better
Very disappointing, did not receive 15% discount offered on first order, told my fault for not entering code (that I never received) and then told it could be 4 working days before code sent. Asked for address to complain to and this was ignored on every email. Gave up in end.
Have to agree with others here, don’t know why they bother asking you what samples you want as they never send them and they don’t give a monkeys. Customer service non existent. That will be my last order, I’m not giving them my money any more, they don’t deserve it.
Terrible customer service. Received leaky UDSED product with a broken seal. They refuse to deal with it in a timely manner. I sent pics days ago and didn’t hear back. Then I called and they said the pics didn't load on their end when I called and spoke to Aiya she tells me to email the pics again and wait another few days instead of taking care of it right then and there. Nope! Charge back time. Oribe has great customer service, so I recommend using them.
Received so many emails and messages about full price free gifts with purchase. Thought I’d make a purchase earlier than needed as it looked like great value then I never received the free gifts as they ran out!!! They offered me 15% off my next order. Not a satisfactory offer as it looked like the gift was worth over $100.As a kerastase loyalty member I receive messages all the time about free gifts with purchase so I asked if they could substitute for their current promo but I received the same generic response and when I phoned them they were all busy, finally got through and they just kept saying the same thing - we can’t substitute gifts and said the 15% was their final resolution to the matter. Very disappointed by their customer service. I do not feel like a valued customer and definitely not a loyalty member. In hindsight I should’ve returned the products and repurchased!!! Terrible to deal with l!
Half of order not received - Refund not issued at time of dispatch. Called on 30 June 2025 and a case was raised, with refund to be issued - Case number 267514. Called back on 25 July 2025 as no funds received and was told it was refunded but there was an issue in the back end so the matter was escalated with a promise to provide an email outlining the conversation - this did not occur. Called again 4 August 2025 and have been given a transaction ID and now I have to contact my bank as Kerastase has in fact refunded me although I have not received this in my account so now it's my job to contact the bank. So far I have been on hold for 1.5 hours - thanks Kerastase for creating work for me.Service on the first two interactions were really good and I maintained patience until 4 August. No follow up received nor any real concern about the imposition this has caused.It's a shame as the products are excellent. But heaven help you if the order is not fulfilled - the work that is required to get your money back is unjustified.A large trusted brand should do better
I’ve had the worse experience with this company when it comes to delivering my items ,I mean I will never I repeat never order from them again,I still haven’t received my package,they use this cheap delivery service to deliver your stuff and the company has not delivered my package this is the first and last time
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Kérastase luxury hair care products for men and women meet the needs of every hair type. Our active ingredients immediately deliver visible results.
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