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.
I ordered $42.16 of products but was doubly charged on my credit card. Being a first time customer I immediately tried to remove the second order of $42.43. The screen said I had an hour to edit the order but it provided no way to do so. Nothing clicked on line to edit it. I immediately tried to email on line my problem to customer service. There was no response. Then I called my credit card company to make sure I was charged only for the items I purchased initially; even their website today shows I owe only for the initial order. With direction from my credit card company I clarified to customer service my request to not send the second order and was transparent about contacting my credit card. Kitsch immediately processed the double order not even 3 hours after the initial order. I could not believe the lack of response from customer service. To end this nightmare of automated responses I had to suspend payment and dispute the charge. DO NOT order from this company ever.
Reply from Kitsch2026-07-27
Thank you for sharing your experience. We took a close look at your order to understand what happened. The additional items were added during checkout for a bundled discount, which is why a second total appeared. When you reached out, our team shared the return options, and since you preferred not to send anything back, we issued a refund for the extra products to make things easier. We’re sorry for the confusion and for the frustration this caused.
I received my order on July 11 for the purple shampoo and conditioner plus some other items. I used them in the shower and thought they smelled very strong. Unfortunately, I got nauseous and a bad headache from them and had to rewash my hair with something else, but the smell still wouldn't go away. I contacted customer service right away and again a week later. I was told the team would contact me concerning a refund, but they still haven't and it is now the 24th!
I wish the fragrance wouldn't have been added and will be throwing them away after keeping them in the garage since the 11th! Will not be ordering again.
I received a reply through here on the 24th and was told to where to submit a refund, finally. It would have been nice to not have to go through repeated emails but thank you for helping me.
UPDATE: Instead of the refund, I received another order of the shampoo and leave-in conditioner I could not use and returned. This was about the end of July. Do not recommend this company!
Reply from Kitsch2026-07-24
Thanks for sharing your experience. We’re really sorry to hear about the reaction you had to the purple shampoo and conditioner and that you haven’t heard back from our team yet. You’re welcome to start a refund anytime through mykitsch.loopreturns.com — all you’ll need is your order number and the email used at checkout. That will take care of the return right away so you don’t have to wait on a follow‑up.
I started with the rice shampoo and conditioner my hair has thickend and growing fast. I also tried the coconut shampoo and conditioner and the castor oil ones for dry damaged hair has been working amazing absolutely love these products also the leave-in conditioner fabulous recommend to all I promise you will not be disappointed!
M
Marita · 17 reviews · Experienced 2026-07-24 ·
★★★★★
No more this company!
First time customer, and nothing is like all the promise they give! When I anderstand deliverytime it was to late to cancel they told me! Suddenly my order was on the way….surprise! If I am lucky I get it before 19 of august they told me, if not I could contact them again! 2 days later than I order from them I order onother from USA, that is already here! Please think twice before order from this company! Marita
Reply from Kitsch2026-07-24
Thanks for sharing your experience, Marita. We’re sorry to hear your order didn’t arrive within the expected timeframe. We do our best to ship packages as quickly as possible, and that’s why it isn’t always possible to cancel an order once it’s been placed. For international shipments, delivery can take up to 25 business days, though many orders arrive well before that timeline. If your package doesn’t reach you within that window, please reach out and we’re happy to help. Your feedback is appreciated and helps us continue improving.
j
jane sedotto · 1 review · Experienced 2026-07-19 ·
★★★★★
Rice Water Conditioner
Ordered the Rice Water Shampoo and conditioner. The conditioner was too thick to come out of the bottle. They sent me a return link which didnt work. This was after 4 or 5 emails explaining my problem. Not a happy customer.
Update....gave me a refund.
Reply from Kitsch2026-07-27
Thanks for sharing your experience. We’re sorry to hear you had trouble getting a return started and that the link wasn’t working for you. We looked into this with our customer service team, and it appears a return was already initiated on your behalf so you wouldn’t have to keep trying the link. If there’s anything else you need or if something still isn’t resolved, you’re welcome to reach out and we’ll do our best to help.
K
Kat · 2 reviews · Experienced 2026-07-24 ·
★★★★★
Kitsch - from bottles to bars and better quality as well
Kitsch products helped us switch from plastic bottles to bars - and are a game changer not just for the environment, but for our hair. One caveat- be careful of the add-ons during check out. If you press "Pay Now" your consenting to add on items. If you don't want to add on, look for the small "No thanks. I understand I won't see this offer again."
One last thing - Kitch's customer service is 5 🌟!
T
Tracy D · 3 reviews · Experienced 2026-07-21 ·
★★★★★
Do not order from this company
Do not order from this company. You pay them and then they don’t ship the product out to you. They will send you an email saying sorry for the shipping delay with no compensation. Not worth the effort won’t waste my money again.
July 26, 2026
In response to:
“ but we didn’t hear back”
I’ve been in email contact with Kitsch several times. And, you didn’t wait the 3 days to get my Trustpilot information before posting this response because I have provided that information.
Update: July 30, 2026
Order still has not shipped.
Reply from Kitsch2026-07-24
Thanks for sharing your experience. We’re sorry about the shipping delay you encountered. We’re currently updating our warehouse system, and that has caused some slower processing times than usual, but we’re moving through orders as quickly as possible. We reached out via Trustpilot to get your order details so we could check on the status and make sure it was moving through our process, but we didn’t hear back. If you have any questions or need help with your order, you’re welcome to reach out to us at [email protected], and we’ll do our best to assist.
D
Dawn · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Zero Customer Service
I ordered some Shampoo and Conditioner bars along with a scalp exfoliator. They advertise that they ship within 2 to 3 days then shipping takes 3-5 days beyond that. The minute I placed the order, they took my money. However, a week later, they were still being prepared for shipment. An email to the company was replied to, with no answers to what the hold up was. I was told they were “escalating” my problem and someone would immediately get back to me.From what I read on other peoples complaints about Kitsch, escalating your email pretty much mean that it is being deleted and they don’t care. Never heard back from them. Sent a couple more emails, sent a message on messenger and called. All without any sort of customer service at all. Calling is a complete waste of time. Handled by some worthless AI Bot. Even left a message with the AI Bot. I did end up getting my money back, but with no explanation and no response to anything.
What attracted me to the company was the vegan products with no paraffins, sulfates, etc., along with being able to get a product without the use of plastics. The biggest thing that sold it for me was the product and company created by a woman and being ran by all women. However, this company needs to be ran better.
Reply from Kitsch2026-07-23
Thanks for sharing your experience, and I’m really sorry for the delay you went through. We’re currently updating our fulfillment system, and it has caused longer processing times and slower responses than usual. Your order took longer than it should have, and I understand how frustrating that was.
I can confirm that your refund was issued yesterday. We appreciate you giving our products a try, and your feedback helps us improve how we support customers moving forward.
M
Marcella Mae · 2 reviews · Experienced 2026-07-20 ·
★★★★★
Excellent customer service!
I had a delivery issue, & my problem was very quickly addressed & remedied.
I was so pleased with the timely response from their customer service about a product that had broke. They stood by the truths are replacing it for me
They were polite listened to my concerns and it meant so much in today’s world to me .
I wa introduced to this company on a segment of GMA and am so happy . I also had purchased their hair products which smell and feel and work amazing.
I have reordered since and trying different items too.
It means a lot to me that I can voice any concerns and they are responded to. It is obvious this company followed high standards and cares. Thank you thank you !
B
Brenda · 1 review · Experienced 2026-07-16 ·
★★★★★
I am a new customer with this product…
I am a new customer with this product but I think I will enjoy it. However, it's the packaging of the conditioner and shampoo. I'm 70 years old and I do not have a strong grip. The containers have very small slits. I find it extremely difficult to squeeze these containers tight enough to have the conditioner/shampoo come out. Maybe a container with a lid or larger opening would be best. This maybe a determining factor if I can purchase it again. If I can't opencthe product to dispense in my hand I can't use it.
Reply from Kitsch2026-07-22
Thank you so much for sharing this feedback with us. We’re glad you’re enjoying the product so far, and we really appreciate you letting us know about the difficulty with the current bottle design. The narrow slits can definitely be harder to squeeze, especially if you prefer a softer‑grip container.
Our team is already working on a new bottle design with an easier‑to‑use opening, and those updated bottles will be arriving soon. We hope this makes the products much more comfortable to use and keeps them working well for you.
Thank you again for taking the time to share your experience.
A
Amy · 3 reviews · Experienced 2026-07-22 ·
★★★★★
Kitsch is a great company
Kitsch is a great company. I use the rice water products for hair growth and now that its available in liquid form, it's even better. I once made a mistake in an order and they were able to immediately cancel it and help me fix the order before it was sent. Refunded me immediately as well. Great products that work, great company, great customer service. LOVE THEM. Customer for life.
T
Tracy · 1 review · Experienced 2026-07-11 ·
★★★★★
Amazing customer service!
Some how my order was just sitting in transit and never left the shipping center. I send an email and they expedited my order. They have an amazing customer service team!!
BEST products AND customer service I have found for my sensitive skin and hair!!! I have looked everywhere for a healthy product, no plastic, works well with my red hair and sensitive skin and BOOM Kitsch comes along amen! And I forgot to add a free body bar soap with my order that had a free promotion, when I contacted them about it they sent me the bar for free immediately! You guys have won me over in this harsh world!!
I think the products are great but curious why your products are so much cheaper on Amazon, target etc then direct from your site. You charge 150% of what other sites charge for your product. Any explanation?
Reply from Kitsch2026-07-22
Thanks for sharing your question. We’re glad you’re enjoying the products. Retailers like Amazon and Target set their own pricing and run their own discounts, bundles, and promotions, which can make their listings lower than our standard site pricing. We also run promotions on our site throughout the year, and we appreciate any way you choose to support us. We encourage you to go with the retailer and price point that works best for you. If you ever have questions about where to find our products with different retailers, our team is happy to help.
Love from Malaysia! Besides their GORGEOUS products, love the great responsive customer service, friendly and fast action from the team, Thanks Jessica and team! Twice already they had placed replacement orders for 2 orders lost in transition, for my very 1st order wayyyyy back and the one recently. This quick action gave me the confidence to order again. In between, the deliveries had been super fast! This adds TRUSTWORTHINESS to your brand. My favourite items and repeat orders are the magical leave in conditioner and the air dry cream. Thanks again.
T
Tina Garcia · 2 reviews · Experienced 2026-07-19 ·
★★★★★
I am so happy I decided to try Kitsch…
I am so happy I decided to try Kitsch products! I’ve been struggling with a lot of hair shedding and my hair just wouldn’t grow. I’ve been using their products since January so about 6 months and I have had seen so much growth, my hair is more full and healthy. I have received compliments from friends and family of my hair growth & health because it’s noticeable! My favorite so far is the Rosemary & biotin bars. It smells wonderful! Not over the top scent but enough for me to enjoy my wash! I did use the rice water shampoo bar as well, I just really enjoy the rosemary! Both made my hair gorgeous! The scalp exfoliator feels so good I look forward to hair washing again!! When it’s been a long day I also freshen my hair with the cherry tart hair perfume! On the dry days when my scalp starts to get dry the strengthening scalp & hair oil is perfect!! I am beyond happy with Kitsch! My mom & niece now are using their products too because they saw my hair come back to life!! PLUS.. customer service is GREAT!!
E
Ellen Boatman · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Kitsch is AMAZING- super happy I took a chance
My experience with Kitsch their products has been 5 star. The Protein Rice Water shampoo & conditioner has been life-changing! I’ve used both the bars & the liquid & they both leave my hair feeling thicker than it’s ever felt. I also use the Kitsch Scalp & Hair oil with the applicator. It’s advertised as promoting hair growth & I can honestly say it works!! I apply it at night, on my forehead hairline & on the top of my scalp. I shampoo it out in the morning. I also use the Kitsch Root Lifting & Thickening Spray. It works super well & doesn’t leave any heavy residue on my hair. I also had an opportunity to deal with Kitsch’s customer service by email. They are AMAZING!! Super attentive & understanding. I’m so happy I took a a chance on an ad I saw on social media & purchased Kitsch’s products. 5 Star!!
Horrible customer service
My package took forever to not be delivered to me (it was returned to sender due to incorrect address, which is odd, as I have previously ordered from Kitsch several times using the same address). Apparently, as an international customer you also might have to wait 25 days for your delivery.
I got in touch with their customer service only to have to repeat myself over and over again that I want a refund and for them to say that they can't do anything about that but that their "specialist" team would be in touch with me. I'm pretty sure this is not a person answering customer emails but a chatbot.
So far I have not heard from any specialist team, so I will be contacting my bank for reimbursement.
Never ordering from this dodgy company again.
Reply from Kitsch2026-07-17
Thank you for taking the time to share this. We’re sorry for the delay and for the trouble with the address issue, especially since you’ve ordered from us before without any problems. Our team processed your refund earlier today exactly as you requested, and that should appear on your end soon.
We appreciate you letting us know what happened. Experiences like yours help us improve how we support international customers and make sure communication feels clearer and more consistent.
P
PFD · 2 reviews · Experienced 2026-07-14 ·
★★★★★
Really Bad Customer Support
Purchased several items in March 2026 one of which is the Shower caddie that comes with a suction that does not work on most tile bathrooms, and the adhesive sticker for a backup does not last. I emailed and asked if I could buy more adhesives and the said no they dont sell them alone and I would need to buy a new whole caddie. Horrible service and a waist of time.
I don't want a refund I want them to think outside the box and provide replacement pieces for their own products that do not work or make better sections that work on all tiles.
Reply from Kitsch2026-07-17
Thank you for taking the time to share this. The caddie uses standard round 3M adhesive stickers, so the easiest way to replace the backing is to pick up any round 3M sticker that matches the size of the base. Those work just as well as the original and are widely available.
We appreciate your feedback on offering replacement pieces. It’s helpful to hear how the product performs in different bathrooms, and we’ll keep this in mind as we continue improving our accessories.
