SmallBizGenius Analysis
Kerastase Usa, while offering high-end haircare products, struggles with customer service and order fulfillment, according to a significant number of reviews. Customers frequently report issues with delayed or missing orders, unhelpful support interactions, and problems with promotional offers.
Category Breakdown
Scores based on analysis of 40 recent reviews
Customer Service
2.0/10Numerous reviewers express dissatisfaction with Kerastase Usa's customer service, citing unhelpful representatives, generic responses, and a lack of issue resolution. Many customers report difficulty reaching supervisors and receiving timely responses to inquiries, as exemplified by one review stating, "The customer service is really bad, I did not receive my order and they did not refund to me."
20 reviews mention thisShipping & Delivery
2.5/10A significant number of reviewers report issues with shipping and delivery, including delayed orders, missing items, and packages marked as delivered but never received. Some customers also mention paying for express shipping that was not honored, as illustrated by the comment, "Ordered online. Paid $17 for EXPRESS SHIPPING. Was given a delivery date at order. Order did not ship until delivery date and shipped US Postal Service!"
15 reviews mention thisOrder Accuracy & Fulfillment
3.0/10Several reviewers report receiving incomplete or incorrect orders, with missing bonus items or promotional gifts being a common complaint. Some customers also mention receiving damaged or used products, highlighting inconsistencies in quality control and order fulfillment, for example: "Placed a $176 order to include a bonus sample and limited edition black velvet pouch. First they forgot to ship part of my order and the pouch."
12 reviews mention thisProduct Quality (Scent)
3.5/10A few reviewers mention issues with the product scent, describing it as overly perfumed or smelling like men's cologne. One reviewer noted, "I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe."
3 reviews mention thisProduct Quality (Effectiveness)
8.0/10Several reviewers praise the effectiveness of Kerastase products, noting improvements in hair shine, softness, and strength. One customer stated, "My hair loves Kerastase products. I use the line for blonde hair, and my hair is perfectly shiny, soft, and strong even though it's bleached."
7 reviews mention thisWebsite Experience
5.0/10A couple of reviewers mention issues with the Kerastase website, including difficulties logging in and problems with applying promotional codes. One reviewer noted that "the system frequently doesn't apply the promotions they pull you into their site with and charge you full price while you'd be thinking you've got 20% off."
2 reviews mention thisPros & Cons
What Customers Love
"My hair loves Kerastase products. I use the line for blonde hair, and my hair is perfectly shiny, soft, and strong even though it's bleached."
"The best in HAIRCARE. Worth the price. You can see & feel the difference after one week of use."
Common Complaints
"WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question."
"Never purchasing a thing from this place again. Charged 130 dollars for product never received"
"I purchased items more than what I needed because of promotional gift offer. I never received the gift."
"I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe."
"The site sucks too, it keeps me login in and out while browsing through and at the end at checkout even if I log in, it runs me as a guest customer."
Common Questions About Kerastase Usa
Answers derived from customer review patterns
Is Kerastase Usa legit and trustworthy?
While Kerastase Usa sells authentic Kerastase products, numerous reviews indicate significant issues with their order fulfillment and customer service processes. Customers frequently report problems with delayed or missing orders, incorrect shipments, and difficulty resolving issues with customer support. While the products themselves are legitimate, the reliability of the online shopping experience is questionable. Small business owners should weigh the potential risks of unreliable service against the desire to offer Kerastase products.
Based on 25 reviewsDoes Kerastase Usa have good customer service?
Based on the analyzed reviews, Kerastase Usa's customer service is a major point of concern. Many customers describe unhelpful representatives, generic responses, and a lack of effective problem resolution. Reviewers report difficulty reaching supervisors and experiencing long delays in receiving responses to inquiries. The consensus is that Kerastase Usa's customer service falls short of expectations for a luxury brand.
Based on 20 reviewsIs Kerastase Usa worth it for small business?
For small businesses, particularly salons, the decision to use Kerastase Usa depends on their tolerance for potential ordering and customer service issues. While the products themselves are often praised for their quality, the consistently negative experiences reported by customers raise concerns about reliability. If a business requires dependable and timely order fulfillment, Kerastase Usa may not be the best choice. Alternative suppliers or distributors might offer a more reliable experience, even if it means slightly higher prices.
Based on 15 reviewsWhat is Kerastase Usa's return policy like?
The provided reviews do not offer specific details about Kerastase Usa's official return policy. However, several reviewers describe difficulties in obtaining refunds or replacements for missing or damaged items, suggesting that the return process can be challenging. Customers report having to contact PayPal or dispute charges with their bank to resolve issues, indicating a lack of straightforward return procedures.
Based on 5 reviewsWhy are customers complaining about missing promotional gifts from Kerastase Usa?
Several customers report placing orders specifically to qualify for promotional gifts, only to find that the gifts were not included in their shipment. They then describe difficulties in contacting customer service to resolve the issue, often receiving generic responses or no resolution at all. This suggests a problem with Kerastase Usa's inventory management or promotional fulfillment processes.
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