Julia Z.


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1 Review by Julia


I decided to order CHROMA ABSOLU DARK COLOR CORRECTION HAIR CARE SET and I intended to use the 20% off advertised. When I went through the process of ordering I kept looking for the place where I could enter the promo code; the promo code cannot be entered anywhere. I went through the process thinking I that it would probably ask me to input the code under shipping and payment or under order confirmation but there is nowhere to put the code. I ended up confirming the order thinking there may be another screen where I could put the promo code and there wasn't. I am sure other people have complained about this same situation. I am upset because it was advertised that I would get a discount and there was not. I called customer service and they told me that they could not find the order and that I needed to call them in 30 minutes. I called the second time as instructed and then I was told to call back in 15 minutes. I decided to give them more time and called back 1.5 hours later since no-one could find my order the first two times. No one told me that if I took longer to call and the order entered the processing phase, no one would be able to cancel the order for me. I received an email saying that the products I ordered at in back order but my order still cannot be cancelled I was told by your customer service representative. I tried to explain the situation to the customer service person and she stated that there was nothing she could do. Apparently, no one in the customer service department can cancel orders unless you catch the order in this specific time window that I can only assume is a few minutes long, where the order can be found by the customer service representative and before it enteres the processing queue in their system. It's ridiculous that people must put all this time and effort in something so simple. (1) Kerastase website needs to be updated where people can actually input the promo codes you are advertising. (2) Kerastase customer service representatives need to have the ability to cancel orders without customer having to call 3 times on the same day; people have other things to do with their time besides spending all day setting reminders to call back Kerastase customer service. I can't believe the hassle. Kerastase chat never came on, it just says to wait for someone to be available, I waited for 20 minutes.

Tip for consumers:
Do not believe that you will get a discount since in their website there is no option to input a promo code in any of their checkout steps. Customer service cannot help with canceling an order and chat never comes on.

Products used:
Kerastase customer service

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