I ordered a hairbrush and a matching pouch directly from La Bonne Brosse and paid a high shipping fee because I wanted this specific color and set. While the brush itself looks fine (it is a gift and hasn’t been used yet), the pouch arrived with visible scratches all over it and a defect in the fabric. It did not look new and did not match the product images shown online.Unfortunately, Trustpilot does not allow photo uploads. If I were able to share images, it would be very clear what condition the pouch arrived in. I would also have shared the product images from La Bonne Brosse’s own website to show how the pouch is supposed to look, as well as the response I received from customer service.When I contacted customer service about the condition of the pouch, I was told that they “do not observe any defect” and that these marks are considered normal characteristics of the product. This response not only dismisses the issue, but also makes it feel as though my complaint is being questioned rather than taken seriously.After this experience, I started reading reviews from other customers and was surprised by how many report similar issues, especially regarding dismissive and unhelpful customer service. Unfortunately, this confirms that my experience is not an isolated case.For a brand positioning itself as premium, this entire experience is frankly a disgrace. Based on my experience, do not expect accountability or customer-oriented service if something arrives in less-than-new condition.
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La Bonne Brosse celebrates the art of brushing as an essential beauty and hair care ritual.
Made in France with refined and durable materials, each brush is expertly designed to condition all hair types, from root to tip, while providing an authentic moment of reconnection with yourself.
Founded by Pauline Laurent and Flore des Robert, experts in the beauty industry, La Bonne Brosse combines traditional craftsmanship and scientific innovation to improve hair health through simple and effective actions.
In 2024, its N°01 The Shine & Care Hair Brush received an Allure Best of Beauty Award.
For more information www.labonnebrosse.comSee more
