Kitsch (mykitsch.com) has a 3.2 out of 5 rating on OK.one, based on 62 user reviews collected here. It is listed under Beauty & Well-being and its reputation is mixed. Opinions are polarized: 53% rate it 4 stars or higher while 37% give 1 star; The business has replied to 76% of negative reviews. Last updated 2026-08-10.
What people say
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Jill Colon · 1 review · Experienced 2026-07-26 ·
★★★★★
Terrible customer Service
I ordered on July 26th enough products to qualify for free expedited shipping. Sounds great. Except my stuff has not shipped. My hugest complaint is the absolute horrible lack of response for customer service. The AI has also hung up on me too after promising a return call- which never comes. They had no problem taking my money - but where is my stuff. This clearly is a new issue with them because I’ve often ordered in the past with no issue. Can someone help? Where is my stuff?
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Rita · 5 reviews · Experienced 2026-08-04 ·
★★★★★
I just ordered an item and got no…
I just ordered an item and got no confirmation. What is going on? It tried to get me to order other things that I didn’t want. I only want this one item. One time. Did you place my order or not???
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Michele Smith · 1 review · Experienced 2026-07-29 ·
★★★★★
I wanted to try a new shampoo bar…but
I wanted to try a new shampoo bar company, so I ordered 122 worth of products from this company, it says on their website that orders are usually shipped same day or the next day, their customer service says 48-73 hours. I waited 4 business days and my order was never even shipped yet! Even after speaking with customer service on the third day asking why my order wasnt shipped yet. So ill stick with humby organics for my shampoo and conditioner bars needs. They ship when they say they will. Theyll also listen when you use customer service to see whats going on with your order. Kitsch was really quick to take the money out of my account, but 4 days and thats all they've done is take my money!? So I will never know if their products are actually decent or not, because I cant stand when companies try to blow smoke up your skirt. Do better kitsch.
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Natalia F · 2 reviews · Experienced 2026-08-04 ·
★★★★★
Kitsch is the best hair brand ever!
Kitsch is the best hair brand I've ever used. I had a problem with frizz and hair thinning, and my hair is now looking better than ever!
Their customer service is also super fast and helpful!
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Allison Joseph · 1 review · Experienced 2026-08-03 ·
★★★★★
They are amazing and super nice and…
They are amazing and super nice and understanding when you have a question about your order or in general!
A total scam...
My package "was lost in transit" THREE TIMES!?
They refuse to give me my money back, they just keep on sending "a new package" that never arrives... And everytime I ask for a refund, they tell me they will have "a specialist" to look further into my issue... And never have I been contacted by anyone willing to give me a refund, they just want to send me ANOTHER package...! Omg... total bull!
TOTAL SCAM! Don't buy from this page!!!
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Elizabeth Garza · 1 review · Experienced 2026-08-04 ·
★★★★★
Unacceptable shipping delays and…
Unacceptable shipping delays and automated runaroundI am highly disappointed with my ordering experience. After waiting nearly three weeks for a shampoo and conditioner order with no delivery in sight, I tried contacting customer service. My emails have gone unanswered past the initial automated routing message. Worse, when calling their support line, the automated system hung up on me when I requested a refund. The lack of human support is unacceptable. I highly recommend purchasing Kitsch products through third-party retailers instead of ordering direct.
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Karen · 3 reviews · Experienced 2026-07-25 ·
★★★★★
Don’t be fooled by clever marketing
Your marketing team deserves a raise, but your warehouse team needs a wake-up call. I was totally sucked in by the gorgeous videos and pretty packaging, but apparently, actually shipping the product isn’t part of the business model. My order has been "preparing" for six straight days. Are you hand-weaving the box? I’ll be returning the whole thing the second it finally crawls its way to my house.
I saw that Kitsch was offering a free bath mat with purchase. After putting the mat in my cart, I then made a couple of changes and submitted my order. I didn't notice until the next day that the mat didn't wind up in my cart. I responded to an email about the promotion explaining what happened, and was immediately put in touch with customer service. They were able to quickly make the change. I was so impressed as it's not often that you get such quick service and a positive outcome. Ken was so helpful!
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Rekha · 1 review · Experienced 2026-07-29 ·
★★★★★
Kitsch, walks the talk!
Not only does Kitsch offer such a fantastic range of products, they back it up with stellar customer service that keeps me going back again and again.
Shout out to Eden for handling my damaged product delivery so efficiently. Wish all of you at Kitsch the very, very best…you’ve earned it!
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Ellen Kennedy · 1 review · Experienced 2026-07-30 ·
★★★★★
Pretty Gentle on thin hair. (Bottles are a nightmare.)
It’s hard to judge if my thin hair is dramatically better. I’ve used the product for a couple of months and it’s okay. I’ll keep using it until I run out.
NOTE: The tall, flat rectangular bottles are VERY difficult to use, especially for hands that aren’t as strong as used to be. That’s why I gave the review 3 stars. I suggest a new design.
Reply from Kitsch2026-07-30
Thank you so much for taking the time to share this, we really appreciate it!
We hear you loud and clear on the bottle design. You're definitely not alone in that feedback, and the good news is we're already working on an updated design that should make it much easier to grip and use. It's in the works and coming soon!
So glad the product itself is working out for your hair, and thank you for sticking with us while we keep improving. Feedback like yours is exactly what helps us get better.
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J C · 21 reviews · Experienced 2026-07-29 ·
★★★★★
Weeks waiting and not even dispatched…
Weeks waiting and not even dispatched yet, whatever you do DO NOT order direct from their website
Reply from Kitsch2026-07-31
Thank you for taking the time to share this, and I'm sorry to hear about the delay with your order. We reached out to you directly here on Trustpilot to look into this further, but haven't heard back yet. It does sound like there may be an issue on our end with getting this dispatched, and we'd really like to help sort it out.
Whenever you get a chance, please reach out to us at [email protected] and we'll take a closer look and get this resolved for you as quickly as possible.
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A Anderson · 7 reviews · Experienced 2026-07-29 ·
★★★★★
Sloooooow Delivery
If you want to purchase products from Kitsch as Christmas gifts you will need to place your order immediately. Delivery is pathetically slow. Dated July 29th
Reply from Kitsch2026-07-30
Thank you for sharing this, and we're really sorry for how long this took. That's well beyond the delivery experience we want anyone to have.
We located your order and confirmed it passed the 25 business day threshold, which is when we consider an international shipment lost. We've gone ahead and issued a full refund, which you should see back on your original payment method within 2 to 3 business days, depending on your bank's processing times.
We did notice some tracking movement as recently as July 28th, so there's a small chance it may still arrive. If it does, please keep the items with our compliments as an apology for the wait.
We're sorry again, and we appreciate you giving us the chance to make it right.
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Sarah Randell · 5 reviews · Experienced 2026-07-28 ·
★★★★★
Items never despatched
Placed an order on 19th July. Waited a week and it still wasn’t despatched. Customer service said they would check with the warehouse and the following day I got an email to say sorry I never received my order (it wasn’t despatched in the first place). When i asked if the new order would be despatched in time for my holiday at the start of August, the answer was no. Refund offered and no real apology which was disappointing to say the least, especially as I got my items in the sale. Needless to say I won’t be back, nor will I be recommending Kitsch to any of my friends of family. I’m off to support someone else for my holiday hair care.
Reply from Kitsch2026-07-28
We're really sorry about your experience, and that your package never shipped out correctly.
We're currently updating our warehouse system, which has caused some delays in dispatch, and we're sorry that affected you. We'd never want to promise a delivery date we couldn't stand behind, especially with something as important as a trip or holiday, which is why we offered a refund instead.
We appreciate you sharing this with us, and it genuinely helps us improve going forward.
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Rita Hurley · 1 review · Experienced 2026-07-24 ·
★★★★★
costumer service is horrid all I get is…
costumer service is horrid all I get is AI promising a call back with out result they doubled my order and refuse to get back too me. they made money but they lost me! Never use them again!
Reply from Kitsch2026-07-30
Thank you for sharing this, and we're really sorry for the frustration. That's not the experience we want anyone to have.
We did try reaching out through Trustpilot to get more details on your order, but weren't able to connect or locate your account info.
If extra items were added at checkout (this can happen with discount add ons), we've got you covered. We offer free returns for US customers at mykitsch.loopreturns.com. You'll get a prepaid label so those items can be returned and refunded at no cost.
I have ordered from Kitsch twice now, and both my sister and I absolutely love their products.
The quality is excellent, and everything arrived exactly as expected. I also want to thank the customer service team, especially Eden, for their kindness, professionalism, and outstanding support. They were incredibly helpful and reassuring throughout the shipping process, and they made me feel truly valued as a customer.
It's easy to see that Kitsch genuinely cares about its customers, and that means a lot.
I am very happy with my purchases and will definitely order again in the future. I highly recommend Kitsch to anyone looking for high-quality products and exceptional customer service.
Thank you, Kitsch!
— Polyxeni
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Nicole Courtney · 5 reviews · Experienced 2026-07-23 ·
★★★★★
I would give this company zero stars if…
I would give this company zero stars if i could. DO NOT BUY from this company. They are total crap. They do not honor returns and refunds AT ALL. They have crappy customer service. They offered me an exchange but would cost me an additional $30 (original order was $80). The dresses were no even cloes to worth $80. Below is the email their customer service sent me, which is total BS. They admit the item i purchased did not fit. The proportions of their dress are poorly balanced, and not designed for anyone with curves. The material is poor quality, especially for the price they charged.
Upon checking your order details, we can confirm that you received the correct item and the correct size that was selected and ordered at checkout.
We understand that the item may not have fully met your personal expectations, and we sincerely regret any disappointment this may have caused. However, based on our review, there does not appear to be an order fulfillment error, as the product delivered matches the specifications of your purchase.
Your feedback has been documented and shared with our team, as customer input plays an important role in helping us continue improving our products and overall experience.
We truly appreciate your understanding and thank you for taking the time to share your concerns with us.
Warm regards,
Kischt Customer Support
Reply from Kitsch2026-07-27
Thank you for sharing your experience. We’re KITSCH, and it looks like this review was meant for a different company with a very similar name. We don’t sell clothing, and the message you received came from “Kischt,” which is not us. We understand how frustrating that mix‑up can be, and we hope you’re able to get the issue resolved with the correct retailer.
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DONNA CARTER · 4 reviews · Experienced 2026-07-01 ·
★★★★★
Thick, long hair
I have really long, and thick hair and I could never find a wet brush that would work on my hair. So I decided to give Kitsch a try and I bought 3 brushes. I got the detangling brush,the scalp renewal brush and the round brush. I am in love with the detangling brush. It glided through my hair with zero tangling or pulling. I was positively shocked. So I decided to give their other products a try and they now have a permanent customer in me. Thank you for making a brush that works
I am new to Kitsch but so far, so good! My first order included the Air Dry cream, the ad for which first drew me to the company. I also ordered shampoo and conditioner bars for curly hair. I have been looking for good, affordable, and clean/green products for my curly hair and these products seemed to check all the boxes so I decided to try them. I am not a huge fan of the air dry curl cream and the conditioner bar for curly hair is not great but I do like the shampoo bar. Tho' the first products were not huge hits, I decided to try the leave in conditioner and the moisturizing curl cream along with the cloud clips. These three products are big hits: I got multiple compliments on my curls after one use and the cloud clip not only holds my hair well but is comfy, especially in the car. I was a little perturbed because the second order was delayed in being shipped but when I reached out to their customer service, they responded quickly, looked into the delay, and very shortly I was receiving tracking updates and then my order arrived. I was really impressed! At this point, I plan on trying some other versions of their s/c bars to see if they work any better b/c I'm really committed to lowering my single-use plastic use and like my experience with the company so far so hope that I'll find the products that are right for me.
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Kayleigh Hamilton · 3 reviews · Experienced 2026-07-01 ·
★★★★★
Great experience
Fantastic customer service was really pleased. I placed an order with the wrong address and they resolved my issue quickly and kindly. Much appreciated. Looking forward to trying the shampoo and conditioner.
