CURLSMITHReviews of curlsmith.com

Customer service absent, no way to contact them and I just realised the eshop doesn't even have legal info like T&C or the company name anywhere online. Waiting since Black Friday a delivery within EU. The parcel was shipped (quite fast) but not delivered for a reason I don't know. So I emailed them to check the order. In the meanwhile, the order got returned to the warehouse by the shipping company. Now I've been waiting some time longer, still without an answer.

As some of the reviews here already said: I wish I had read them before! I ordered from the European website, payment was done, but so far I have not received my order nor have I received a confirmation email or any other response from CURLSMITH. I'm trying to get hold of them via their website, social media, but they just ignore my messages. Taking the money of the customer without sending the product nor answering to any email / message is simply called FRAUD!

I was excited to try Curlsmith based on recommendations from hairstylists and curly hair experts with fine high porosity hair like mine. Although product success can vary among individuals and trying new products is always a gamble, I never expected that products deemed appropriate for my hair to cause such distress and damage. My hair is still brittle, knotting and breaking off in clumps more than a month after my first time trying Curlsmith products. Unfamiliar with this degree of sudden brittleness and breakage, I turned to Curlsmith for help, but due to their unresponsiveness and the urgency of the matter, I was forced to do my own research. It turned out their products put my hair into severe protein overload caused by only one 15 min. application of the Protein Bond Salve (carefully complying with directions) followed by only their "non-protein" moisture products. An additional week of their "protein-free" products only worsened the condition. I lost about 1/3 of my hair density in the process. After learning more about protein overload I discovered Curlsmith's (and many other brands) "protein-free" products are heavy with ingredients that mimic or bind to protein (i.e. coconut, aloe, avocado panthenol, biotin, etc.) and various synthetics like polyquats and pvp/copolymers). Unbeknownst to me some these ingredients were likely contributing to or exacerbating the protein overload. I've been left to fend for myself to resolve this horrific damage due to their lack of care, concern, and response. Quite distressed I made several attempts via their minimal modes of contact for help -- via their website messaging (no response), calling their U.S. HQ only to be rudely hung up on before I could state why I was calling. No dedicated customer service number appears to exist, no live chat online, and no access to live person or voice mailbox is provided at the HQ. Frustrated I commented on a post in their FB community (no response; instead my comment was deleted -- apparently they only respond to comments offering glowing praise of Curlsmith products). When I refrained from completing a started online order from before the fiasco, I received a survey via email last week inquiring about my ordering experience. I completed it conveying my experience (no response to that either). It has become crystal clear that this company has no interest in providing even minimal customer service much less customer recovery, especially if doesn't fit their promoted narrative and hype. This is the absolute worst experience I've had with any hair product and the absence of customer service/customer. They clearly have no interest in assisting customers in resolving problems caused by their products, or accepting feedback and have intentionally refrained from providing any mechanism for such inquiries aside from only online message box.

I have reported this company to the BBB. I, along with many people who have lodged complaints and negative reviews, have paid for products they have not received and then do not hear back from the company

Curlsmith's products are very good, but their customer service is awful. They use a fly-by-night shipping service that did not deliver my over $70 of products, then refused to help me / replace the products -- instead they offered to file a dispute with the shipping company. I even wrote to the CEO, and no response. My customer service experience with them has been so bad that though I love their products, I'll never buy them again. Save yourself some money and time and choose another brand.

As mentioned in other reviews customer service is terrible they do not respond in a timely manner. I was USED product! Responding weeks to months later is completely UNACCEPTABLE and unprofessional to say the least. I Would never buy from them again!!

Was excited to try this; ordered weeks ago but have received no product and no response from customer service. Just want my money back now; lesson learned: check reviews here first!

Customer service has been virtually useless in helping me resolve an issue with my order - my auto fill tool automatically put in one of my old addresses down as a shipping address after I had manually put in the right one, and I didn’t realize the mistake until after the order had been placed. Not only does the curlsmith “my account” portal not give you the option to amend such an issue (which should definitely be an option especially when the order is still being processed and no tracking information has been created…) - but the customer service team is nigh impossible to track down. I have sent emails which may “take 1 or more business day to be replied to.” Only hit i got was via Instagram when I left a public comment that finally got my DM answered. Only for the person on the other end to give me the “we can’t change shipping details once the label is created sucks to suck you’re SOL!” Reply. I spent nearly $200 on this company’s products and no one can seem to help me when all they have to do is contact ONTRAC to give their approval as sender to have the address amended… because yes! I called the courier service and did all the leg work already. ONTRAC is apprised of the situation and they already have the right address on file via their internal memos. They just can’t actually officially make the change without the sender’s say so, but hey! Giving ONTRAC a quick call to help me ensure I don’t lose out on $200 worth of products is not “protocol” and no one can be bothered to help :) I’m very very disappointed and turned off to this company now. If they had a proper customer service team you could call and reach faster than within 1-2 business days, I could have had this fixed within 10 minutes of my having placed an order. The lack of proper personnel and the lack of care towards going the extra mile to help customers resolve issues with their orders, is creating a huge hassle for me that may end up costing me a ton of money. I’ll probably never do business with this company again if this doesn’t get fixed to be honest, I don’t care how good their products are (it’s not like I’ll ever know anyways since my stuff will be delivered to someone else!)