Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
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218 reviews
HairstorySelect a line to read only those reviews.
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Hairstory (hairstory.com) has 218 customer reviews on The Fair Hearing, with an average rating of 3.2 out of 5.
Showing 75 reviews with 1 star · Clear filters
Abysmal customer service. Order was supposed to take 2-5 days, I’m now being told it will take a month. Stopped replying when I asked to cancel my order. Just use a different product. This one is not special.
By Phylli J.
Response from Hairstory· Jun 3, 2024
Hi! I'm sorry you are experiencing a delay from the carrier. Please reach out to [email protected], we always gladly replace missing orders or orders with significant delays.
The product itself has always been fine, although I have had to use a conditioner on top as my hair is still left dry so not really the 2 in 1 it claims, and for the price a little bit of a let down (although maybe I just needed to change to a different type) My big issue has been with customer service. I have emailed their support multiple times now regarding a misplaced delivery and have had no reasonable response from them, or really any response at all. Completely unacceptable considering the cost of this, IMO.
By Lana
Response from Hairstory· Jun 3, 2024
Hi, we reply within 24h business hours and are more than happy to help. We gladly replace missing orders too.
So frustrating dealing with Hair Story!!!!! Stay away !!!!! I had the worst customer service experience after trying to make an order as a new customer. It took 4 weeks to get a response. They wouldn’t return my emails or respond. I had to return a product. They blamed me and wouldn’t offer any disbursements for my time, 7 emails I had to send to chase up the $140 worth of products I bought before Christmas. It didn’t arrive yet and it’s the 4th Jan , 5 weeks after originally offering. Poor form !!!
By Aisha
Response from Hairstory· Jun 3, 2024
Hi, we reply to all messages within 24h. We are unfortunately not responsible for carriers delays, but gladly replace missing orders or order with significant delays. Please email [email protected] or use the contact form on our website (make sure you reply email address is correct!)
I have been locked out of my account since signing up. When I try resetting the password to get in it says that email isn't on file. I then wrote the company directly and they have told me my subscription is cancelled and yet I'm still being charged and I now have three full bottles of a product that doesn't work on my hair. If I want to return them I have to pay. At this point they're just straight up stealing from me. Be very weary before ordering and I personally would never have a subscription with them ever again.
By jamie
Response from Hairstory· Jun 3, 2024
Hi! As per the website's disclaimer, we changed our website and you need to recreate your login by signing up again. If you have multiple accounts and do not mention it when you reach out, we can only assume you have the one with the email address you are reaching out from, so make sure to give us the full information! We send reminders before subscription orders are sent to allow changes and cancellations.
They were happy to collect money from my credicard without notifying me. A package was send to my address but it was never delivered. The package got send back to the company because I was not aware hair story had send anything. Now they refuse to send it again. So now, I got this reply. But the policy is, after three months, you won't get anything back, no money and no product. Scam Having to pay a product without receiving anything is criminal. Addition: Hairstory want me to take contact with the costumers service, and I did, but they keep telling me that my complained expired. After three months they won't give you any refund or resending the product. One word. This company is SCAM
By Sovall
Response from Hairstory· Jun 4, 2024
Hi! If you signed up for a subscription, we send multiple reminder before sending the next order. We also always offer replacements free of charge for missing packages, please reach out to [email protected] for further assistance!
Apparently all the 5 star reviews on the Hairstory site are there on purpose, because there was nowhere for me to write a review. This product made my hair feel like I washed it with actual soap (which I had to do once in the hospital, so I know what it feels like). I am a cowasher and wanted something gentle and this made my hair dry and a tangled mess. you have to pay for them to ship it to you and pay if you want to return it --please don't spend $50 on this. hoping to stop at least one person from throwing money away
By Kelly P.
Response from Hairstory· Jun 4, 2024
Hi! First of all, the reviews on our website are not controlled by us but by a third party for impartiality. Then, if you used cowash before, you must know that many conditioners are saturated with silicones, which is drying and damaging to hair in the long run - despite short term benefits. You might be noticing drier frizzier ends, or even some breakage for a while. Putting silicone in your hair is like putting plastic wrap on a vine. It'll stay in place for awhile but inside the plastic wrap, the vine won't get all the nutrients it needs and will wither up - it still looks nice as long as the plastic wrap is there, but after it comes off the damage is clear. Its not a perfect metaphor, but basically while your hair is coated in silicone it's not getting the moisture it needs. Getting the silicone out of your hair takes awhile, and is good in the long run, but while you're in the middle of it it can feel frizzy, or dry. We also have robust customer service with an emphasis on troubleshooting and educating, because even though we've all been washing our hair forever, New Wash is pretty different from what people are used to, so sometimes there's a bit of a learning curve. And finally we have many on-going and pop-up promos that offer free shipping and most of the time, we do not expect customers to actually send back an opened product when asking for an exchange or refund. Please reach out to [email protected] for further assistance.
Beware—they do NOT give return address for return! They make it so difficult—what an incredibly frustrating experience JUST trying to get return address….they definitely play games and try to not give your money back ; their return policy is bogus!!!! DO NOT ORDER.
By Krysia W.
Response from Hairstory· Jun 4, 2024
Hi there, We definitely do give return addresses as soon as you reach out, and most of the time, we don't ask customers to send back an opened product. Our policy offers refund or exchanges for first orders of any given product and exchanges for all subsequent orders. Please reach out to [email protected] for further assistance.
I think this shampoo is not for everyone. BeforeI ordered online I read a ton of reviews because I do not want to waste money because it is very expensive. I have a thin fine hair. I tried Hairstory Original even though it is very expensive hoping to have a little volume to my hair. f First wash, I lost too much hair it scared me. When my hair dried up, it was so oily, its like putting a vaseline on my hair. I thought it was just the “transition stage” but on my third week, it was still the same. I stopped using it and I am back to my old shampoo. I miss the feeling of having a clean hair.
By Estela
Response from Hairstory· Jun 4, 2024
Hi there! Experiencing shedding hair or breakage is not normal with New Wash outside of allergic reaction. There are no ingredients, like silicone, in New Wash that would cause hair loss. If New Wash leaves your hair oily, I would suggest reaching out to [email protected], we have a very robust customer service that can help tremendously and a very generous satisfaction guaranteed policy in case you still don't like it.
