Prose Reviews 79

First it is a subscription so they keep sending and charging you. I received email that order has been place at 100am. I requested cancelation at 700am. They sent it anyway. I finally figured out how to cancel the subscription, but after they charged $124. I will send the product back..

They literally showed a person with mixed hair types of straight and curly that they can make a solution for that. The questionnaire does NOT address more than one hair type (those of us who have both straight and curly hair) and only allows you to choose one type, and as a result, my hair is extremely knotted, even worse than when using with a grocery store level conditioner. The grocery store conditioner actually works way better and is a tiny fraction of the price at less than $10 per bottle for a very large size. Why would I spend the prose level of money for something so unhelpful?

Do no order from Prose. Their customer service a sales practices are so predatory, it doesn’t even matter if the product is good.

I ordered December 26, the order did not ship until Jan 12 and arrived Jan 23. I got to try it a few times and made my skin, itchy, red, and break out and hair gunky and scalp irritated. Then I get an email Jan 30 that my subscription is renewed without any warning or reminder (I’ve never had this with a subscription before). Getting their 30-day satisfaction refund is nearly impossible. They make you email them, and then bounce you around to various “departments” where they tell you they can’t do anything with a variety of excuses that show they either do not read the emails OR are being willfully obtuse to drag out the process until the customer gives up.

I placed an order for shampoo and conditioner. Upon receipt, the package included the aforementioned items along with vitamins. I subsequently discovered that the conditioner contained an ingredient to which I am allergic. Furthermore, I was charged for a vitamin subscription that I had not authorized. When I contacted customer service to cancel this unauthorized subscription and explain my allergy, I was informed that the items were all ready for shipment and charged, and therefore would not be stopped.

I would give 0 stars if I could. Their subscription process is very shady.
1. They do not give you any warning (like most reputable companies do) a few days before the order ships to skip if needed. They then make it nearly impossible to cancel.
2. They do not adhere to subscription timelines and send product when they feel like it. I had a subscription to renew after 12 weeks. At the 8 week mark they auto charged and notified me they were trying to ship the product. They make it extremely difficult to cancel.

i only gave them a one because you can't give them lower! Totally unethical company! Charges me for products after I had cancelled and you can't get ahold of anyone at the company to straighten it out. I had to file a fraud claim with the back. The changed me for skin care products when I know damn well I had cancelled the subscription. First products were okay but the second shipment made me itch. It was not the same as the 1st product that shipped. I will never recommend this company to anyone!

Very unethical company. They will do everything they can to trick you into a subscription and then not give you any warning before shipping out a new product at a horrendously overpriced charge. If you complain they take days to respond. And of course, they will not lift a finger to make things right. In my particular case, I saw a charge and immediately canceled in alarm. I sent them an email as well. SUBSEQUENTLY received a text they were working on my product. No respond until days later, with them essentially saying ‘sorry, we already were working on this by the time you canceled (LIE) so we can’t do anything about it.’

Their product itself is below average at best. They tout themselves as being ‘custom’ but as it comes down to it, regardless of your specified custom type, there’s only so many variations from one product to the next (it’s why it is so quick for them to spit out packages). I wouldn’t buy their products even if it cost 25 percent of its advertised price.

Worst, most unethical company ever. It’s only good if you like seeing your name on your care products to make you feel as if you are special.

Products are good (not great)- but they are NOT worth dealing with the business itself. I’ve been consistently surprised by orders and charged for products even AFTER canceling! Slow response time from costumer service too. Stay away!

Excellent Products, But the Lack of Customer Service Is a Dealbreaker

I truly want to love Prose—and in many ways, I do.

For context, I have very porous, bleached 3b/3c curly hair, live in a humid climate, and need rich, slip-heavy products that seal the cuticle and control frizz. From a formulation standpoint, Prose delivers:

Leave-In Conditioner: ⭐⭐⭐⭐⭐ (absolutely outstanding—slip, moisture, curl definition)

Custom Conditioner: ⭐⭐⭐⭐⭐ (one of the best I’ve used for my hair type)

Masque: ⭐⭐⭐⭐ (very good, deeply nourishing)

Scalp Oil: ⭐⭐⭐⭐ (effective and well-balanced)

Shampoo & Gel: ⭐⭐⭐ (fine, but not exceptional)

The fragrance is lovely across the board, and the products genuinely perform well on curly hair. If this review were based on product quality alone, this would easily be a 5-star brand.

Unfortunately, the customer service experience is shockingly poor.

There is:

No phone number

No live chat or chatbot

Email support is slow, unhelpful, and frustrating

Managing subscriptions, orders, and shipments is unnecessarily difficult

When something goes wrong—and it inevitably does with subscriptions—there is no real way to get timely help. The result is stress and frustration that completely overshadows an otherwise excellent product line.

Prose: your formulas are strong. Your branding is strong. But the absence of accessible, responsive customer service is a serious flaw. Fix that, and this becomes a brand I’d recommend without hesitation.

Until then, the products may be great—but the experience isn’t.

I haven't even gotten my product yet so my review is strictly on the ordering/subscription process. I specifically ordered at full price so they wouldn't set me up with a subscription. But...they set me up with a subscription with products that were NOT even in my original order. Then... trying to get that subscription cancelled was a nightmare. Buyer Beware!!!!!!!!!!

HORRIBLE customer service. I had been a customer for 3 years and they sent me the wrong scent with my order and would not send an immediate replacement.

I ordered shampoo and conditioner, which I did like. However, in a following delivery for the subscription, scalp supplements were included. I never requested these and never used them. The next order included these again and charged me quite a bit for them. I reached out to customer service and tried to cancel this without success. It took me multiple tried to cancel my subscription. Then, I got an email that another order had been placed with the supplements. Again, I was charged for these. I spent hours trying to get ahold of customer service. They would not cancel the order, told me my subscription has been successfully cancelled, and that I could return the supplements when they arrived at my own cost. This company is set up to scam you.

The products are ok. Nothing to write home about. Their subscription setup is where they screw their customers. You are not informed of your upcoming order, so of course are not able to make any changes. They bill you FIRST then send you the notification that your order has been confirmed, AND this notification goes out in the middle of the night on a weekend. Do you see what’s happening? I WOULD NOT SUBSCRIBE TO ANY OF THEIR PRODUCTS for this very reason.

If I could give zero stars, I would. You do not honor your policy on returns: "The Prose Promise™. Love your first order (or it's on us) within 30 days of delivery". I let you know well within 30 days of my issues with your products. I never ordered the supplements! You added them to my order and charged me for them then had the audacity to let me know that I ordered them so no refund!!! What about your Prose Promise? That is false advertising and I am going to turn you into the FTC, the state attorney general, and the consumer protection agency if you do not honor your policy. I want my supplements refunded and my hair gel that I can't use refunded. I let you know during before the 30 days was up that I wanted a different formula for the gel but you never responded. All you did was send me a replacement pump because I let you know oner was broken. But no response to the hair gel issue? No response to the refund on the supplements? I reported you to the BBB about not getting a refund for the supplements and your response was that I ordered them so not your problem. How about your refund policy??? I LOVE your skincare products but I am cancelling my subscription because of your lack of care for the consumer. That's unfortunate because I would have been a loyal customer if you would have honored your own refund policy.

Like many others who have reviewed, the subscription aspect of the business is predatory.

I am still on my fist bottles of shampoo and conditioner. I ordered 2 other products that are barely touched. I was never notified of subsequent shipments until they shipped. I bounced the first refill. For my 2nd shipment, I thought I had canceled. I think I canceled again, but it was hard to do and it’s easy to not see or find what you need to select. I do not need this stuff. It’s not that great.

The product itself is very good.
But their website system will not allow snoozing your order more than 90 days. Now I get notified that they have charged me again and shipping when it was snoozed until 4 weeks from now. Customer service is non existent and the system to manage your subscription doesn't work properly. I have too much product at this point and will have to cancel it.

I ordered once from Prose and forgot to cancel my subscription and received notice of a second shipment. I accept that was on me but immediately canceled my subscription. Now they have charged me for a third shipment that I DID NOT authorize after I subitted a new debit card. Immediately they charged all 3 orders (1. Waiting for updated debit card. 2. Immediately charged from "my cart", 3. When I placed the right order). When I go to my account the subscription shows INACTIVE so I have no idea why they charge me for the 3rd shipment. I want to recoup some $$.

Also, you should leave Customer service phone number to call.

Lori

I ordered once from Prose and forgot to cancel my subscription and received notice of a second shipment. I accept that was on me but immediately canceled my subscription. Now they have charged me for a third shipment that I DID NOT authorize. When I go to my account the subscription shows INACTIVE so I have no idea why they charge me for the 3rd shipment. Their product is extremely expensive and I don't see any improvement in my hair.

I agreed to the subscription, but when I needed to make a change to my order the only way to contact them was a general email account - awful website that is no help at all and no direct link to their customer service on the order email nor is there any direct way to contact them or edit your order.

I asked to remove an item from my subscription because it was not necessary for my hair and it didn’t work at all for me. I contacted them about this a full week before my next subscription was supposed to ship out. I was told it was too late to make any changes because my sub subscription was “being prepared right now“ so the only way that I could actually eliminate this item was to pay the full amount for it Have it shipped to me and then have to go through the process of paying for shipping to return the item to them at my cost!!

Prose shampoo is horrible. I've used it for 2 months and my hair loss became worse. It started to come out in small handfuls. The back of my hair didn't have a problem, but it does now!!!!