Average
Based on 218 reviews
Hairstory3.2Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Everybody has a hair story. We help rewrite them.
Hairstory (hairstory.com) has 218 customer reviews on Folks Told, with an average rating of 3.2 out of 5.
218 approved reviews, newest moderated first
Julie F.
Very prompt efficient and kind customer service for a great product. I wouldn't normally spend so much on a hair product but hairstory delivers and across a year I find it it costs less than the usual combination of less thoughtful products, Lovely scent and natural feel.
CS
Beware of a company that: - lacks a callable customer service phone number - proudly shoves your issues over to their AI - doesn't respond to your email when you ask for a refund - accuses you of not asking for a refund Edit: you seem to be missing the thread that I forwarded from the shipping company, where i very clearly said first, “ A refund on that one makes more sense than a replacement package at this point.” And “Hello! May I please have a refund for the order I never received?” The subject of that email chain is - About Stord shipment — - tracking code — This is not about how it took a weekend for you all to respond, this is about you lying about when I asked for a refund and trying to shift the blame off of yourself. I fully understand having a small team, but for a a company as large as yours, you should probably invest in better customer service instead blaming the problem on your small team. I would email you further about this, but I still have not received a follow up from the previous email chain(s), that is why we are here and not there. Hope this helps! Final edit: removed timeline of events, not necessary for customers but it was necessary for Hairstory's initial response.
Reply from HairstoryApr 15, 2026
Hi Charmy, So sorry your package was lost in transit. I'm afraid packages getting lost is something that can happen, bu we always gladly replace all missing orders, without asking you to open a claim first. I can guarantee you that our CX is real humans. Our reply time is 24 business hours and your first message to us was 2 business days ago and I can see my colleagues have already responded to you twice and replaced all your missing orders. You also emailed telling us your order was damaged, which is confusing since you said you didn't receive it. I can see your last order was delivered with a proof of delivery, did you see the picture in your tracking link? Your last message, asking if we were replacing or refunding your order, was a reply to a message from us telling you your orders had been replaced, after we confirmed your shipping address for a replacement. Then only did you ask for a refund, after your two replacement orders had already been shipped. Edit: I did see you whole email history, and read through all tickets you opened, thank you. Our Shipping Policy states that we offer replacements for missing orders, and yesterday (the second business day after your first message), our agent confirmed the replacement was on its way, to which you replied "Am I going to get another shipment or a refund?". As per our policy, your orders had been replaced, this is why we asked you to confirm the shipping address. We thrive to keep our customers happy and always gladly replace missing orders, and we do use AI as first responder to reduce our wait time for the customer, because we are a small team and simply can not have live agents responding immediately 24/7. This is why we reply within 24 business hours, which also means if you message us on Friday, it is possible you will only receive a response on Monday. I hope this helps clarify, but if you have any further questions or requests, we will be happy to help via email (if you give us enough time ;-)
Liana
I have been using Hairstory products for about 4 years and I love them!! I have fine coloured hair and Hairstory New Wash keeps my hair looking and feeling shiny and healthy. I also use the root lift for a little more texture and body and it works great! I also often recieve compliments on how good my hair smells🩷 Their customer service is also fantastic. They answer any questions or concerns promptly and effectively.
Jamal J.
Had an issue with items fulfilled, they went out of their way to make it right for me, they even went as far as fulfilling some items from their American warehouses when those items were out of stock at their fullfillment centres here in Canada.
SUSAN W.
This is the best hair product I've ever used. I'm 65, have long curly hair, and have tried everything. Everything. About 5 years ago I got a trim and the hair stylist used New Wash. I've never looked back. Their customer service is absolutely wonderful. Any time I had a question they immediately responded and gave me great service. If you have curly, wirey, or frizzy hair (or all three) I would highly suggest giving them a try.
Angie R.
I’ve been using hair story for years and i absolutely love it I have thin hair and it has made a huge difference I no longer have to wash my hair every single day for it to not look stringy- but the best part came from when I needed to pause my subscription for a few months the customer service I received was phenomenal in a world where pausing or cancelling a subscription is nearly impossible the Hair story crew was attentive and helpful I’ll be back soon Angie
Shona B.
I have gray hair. New Wash makes my hair soft and manageable. Im often asked what shampoo I use and I always tell them New Wash. Customer service is fast, friendly, and helpful. Try New Wash, you'll love it.
Tenia
I am a first-time customer and I ordered the New Wash and Styling Balm. I needed to return the Styling Balm which was a nightmare—I ended up not returning it because after the initial AI reply customer service was extremely slow, taking days per reply, and they never fully answered my questions. Their last email went completely unanswered, so I gave up. The New Wash initially seemed fine, but soon caused dandruff and intense scalp itching. I’ve used natural “no poo” cleansers for six years with no issues, so this reaction was alarming. I had to do a long clarifying routine with tea tree oil mix, apple cider vinegar etc.to recover. I still have a lot of the expensive product left, which I’m trying to use on my ends, but overall this experience was frustrating, expensive, and disappointing, especially after losing money on the Styling Balm and New wash and dealing with poor customer service. Very disappointed! *Hairstory has refunded me for the Styling Balm and apologized for their errors in communication and managing the return.
