Function of Beauty

Recover your lost money

It's very nice 💯

Good product, horrid customer service

The products are great and I strongly recommend them, however beware the customer service. You're better off having a conversation with a brick wall. I had an issue with my order and I got the same copy paste response and then a "we're resolving your ticket" even though literally nothing was fixed. I'd honestly be shocked if these people even read their customer service emails.

Terrible customer service - AVOID!

I’m incredibly sad to have to leave a 1 star review as the products are actually pretty good. However, the customer service for this company is absolutely shocking. It’s feel dramatic / almost stereotypical to say it’s the “worst customer service ever”, but honestly, it really is! Pray you never have an issue with your order. They will purposely ignore parts of your emails as they don’t like to acknowledge any issues or complaints. It seems the customer service team have strict scripts they have to use, and aren’t allowed to step outside of this. I don’t blame them as they are clearly just pressing the buttons that need to be pressed to do their job. A little bit of personalisation goes a long way, so it seems crazy to me that a company that promotes this in their products doesn’t reflect the same thing in their customer service.

They basically stole money from me

I ordered two shipments of shampoo and conditioner from them voluntarily, and on the third shipment they basically stole my money. There was a six month gap between the second and third autoshipment. That meant that after six months of mostly silence from the company, I suddenly received notification that the third shipment was processing. But I no longer wanted the product and it was shipping to an address I no longer lived at. The shipment was for around $65. They also sent me this notification at midnight on a Sunday (East Coast USA). A few things here: 1) there's no warning prior to the shipment 'processing' 2) there's no option to cancel the shipment on the website once they tell you it's processing, which means you can't stop it 3) there's no way to get in touch with the company (in any kind of timely manner), which means they can't stop it either They have no phone number that I can find. Their chat was greyed out on their site every time I checked, even during business hours when - according to them - it should be open. I checked first thing Monday morning, several times that day and throughout that week, and periodically for weeks after and never saw chat available as an option. They do have an email. I sent them two email threads about it. The first was first thing Monday morning once I read their notification and learned I was paying $65 for a box to an address I don't live at. They took something like 3 1/2 weeks to respond at all via email. Obviously long after the package was shipped and delivered to the wrong address. When they did respond they didn't indicate at all that they actually read my email. It was a minimal two sentence or so response saying 'sorry you had problems and hope your issue was resolved.' I doubled down and said I wanted a refund. A human then seemed to respond and said no refunds were available due to company policy. I have a busy life and figured at that point I'd deal with them later. Four days went by and again I got an email from them late on a Sunday night. They asked if the issue had been resolved. Literally an hour later (in the middle of the night on Sunday) they said because they hadn't heard from me they were going to close my case. I wrote them back, asked if there was any other way to get in touch with the company and asked to speak to a manager. It's been about two weeks now and I have never heard back from them. This has perhaps been the worst customer service I've ever experienced. As far as I can tell they stole my money via neglect and bad/predatory policy. I made an account here to share my story and personally will never deal with them again.

I needed a top up for my shampoo and…

I needed a top up for my shampoo and while placing the order, I didn’t realise the p&p has changed to £20!! I emailed them straightaway to get a generic message to say the order has been shipped. When I have gone onto my account, the order has been accepted but isn’t processed yet! So why can’t I cancel my order? Be careful of the p&p increase

Unhappy with product, but generous with the refund

Edit: Function of Beauty did end up refunding me for the mistaken subscription order, which was unexpected but greatly improved my overall experience with them. I’ve had a seriously terrible experience with Function of Beauty that’s so bad I needed to share. 1) I ordered from them because I have severe fragrance allergies that can leave me bed ridden for a couple days. Despite selecting “fragrance free” in their tool, I was sent a fragranced deep conditioner, and told after my order that their deep conditioner doesn’t have a fragrance-free option. To their credit they did refund me for this. 2) The product was bad for my hair. I put in their tool that I have bleached and neon-colored hair and the shampoo they sent me stripped my colour dramatically and left my hair feeling like straw, while the conditioner felt like it just sat ontop of my hair and didn’t like sink in, leaving my hair simultaneously feeling dry and greasy. 3) I didn’t realize as I made the order that I was signing up for a subscription. I didn’t realize until I was charged $125 for a second order: no reminder email, nothing. $125 for a crap product I won’t use. I contacted them to cancel the subscription and request a refund and was told I couldn’t get a refund because my order had already went to production. I realize that last one is partly my mistake, but looking back at the first order email they sent me, I see a small bit at the bottom about it being a subscription, but nothing else. I don’t remember the order form making the subscription clear. Regardless, it should be standard practice to send a reminder email before fulfilling a subscription refill order.

System errors with every order

I've ordered from Function of Beauty 3 times now as I really like their brand and product, however, ordering to the UK seems to cause massive issues. Every time I have ordered, the Order History shows completely different products, most noticeable with the colour of the shampoo and conditioner. Each order also automatically signs me up to a subscription for every 2 months, even though I specifically opt-out and *pay more* to have a single time purchase. When this happened the first time I ordered, I only noticed when the second payment came out. With my second time ordering from them, the website seemed to think I put out two orders at the exact same time? So, it charged me twice, the order was wrong and when contacting them, it had already been shipped so I couldn't change it. Getting in touch with the company takes so long that when all these issues happen, by the time you've contacted someone, it's too late and the money is gone. Their live chat times also aren't accurate, I've been checking for weeks about these exact issues I faced again for the third time and it's never an option.

possible scam website

DHL tracking-links that DHL website says do not exist. No response from customer-service for two weeks. I am now worried that this is a scam-site.

Sent me things I didnt order and wont reply my email

I recently put my subscription on hold, since I dont use product fast enough. And I have actually been happe with the products I've recieved. However! A couple of days after I canceled the subscription, I got an email saying "order confirmed". Its an order I didnt place, which contains a free item, which should not be a bad thing, but since I live in Denmark they took 150 DKK(roughly 22 USD) for shipping and taxes. Ive reached out to them but not gotten an answer, and the product is nowhere to be seen. I had plans to resub at some point, but wont now.

Gone downhill recently

I had an issue cancelling my subscription - an order I didn’t want has been sent out to an incorrect address and I cannot get hold of customer services for love nor money. Now it’s passed the point where I can cancel the order, I’ve paid £50 for a product I don’t want and I can’t even get the order because it’s being sent to an old address. Before this I had nothing but positive things to say about the company but I’m really disappointed by this experience.

No communication about order

Ordered a hair serum and I received an receipt via email same day. The website says shipping will take 5-8 business days. It has been 8 business days and I have not received my package or any communication regarding my order. I reach out to customer service via email just to be met with a message stating it will take 7-10 business days to get back to me? Why does responding to an email take longer than getting my package sent out??? I am certainly displeased with Function of Beauty. Been ordering off and on for several years and have NEVER had a single good interaction. Their products are great, but every time I order something, I have to jump through hoops to get it.

Bought this product a couple of times

Bought this product a couple of times. I changed formulation a couple of times, but it did not matter what formulation they sent me, it was awful for my hair and did not achieve what they said it would. Prefer to stick with Pantene. A fraction of the cost and a much better product. Customer services is unsatisfactory and very unhelpful.

Your company is a fraud

Your company is a fraud. I canceled a year ago. You insist on sending me your horrible product. And now you tell my credit card I have a subscription. I have emails to prove I canceled my subscription and was told you would take back the received product. I asked for refund and was told no. I want the subscription canceled abs made aware how to get a refund !!!!!’n ASAP

Doesn't work & Financial scam

I started using the custom shampoo and conditioner in end of summer of 2022. With a year of use, I realized that the products did not work out for my goals. I have thin, oily straight hair with dandruff. When you first come out of the shower it seems all oils are gone and dandruff but next day strong sings of both were there. Besides the product not working, they charge you at their liking. To get around the subscription times, not saving any payment method works. You have to punch in all your card info each time to order and you will get emails each time the company tries to charge you for the subscription. Each time they charge, since there is no card on file the email says " sorry, there was an error with your payment method", so you didn't get the product at their forced subscription times. One day in Nov 2023 I got an email that they submitted my order. I checked to make sure my acct was not hacked & it wasn't. I checked to make sure I didn't get lazy and save my card on accident & I did not save it. So they randomly charged me when the previous mouth I got the email saying there is no payment method. I emailed them right away within minutes to tell the to cancel and close my account and they did not respond. My credit card company had to get involved to resolve this.

Impossible to contact and cancelling a subscription does not work.

I cancelled my subscription with them long ago because I didn't need it any more and they charged me again for a subscription I cancelled. No way to contact them as their live chat does not ever work and I have tried emailing them several times with no response. I will not be resubbing with them in the future, I had to have my bank block them from charging me. Be aware of this if you plan on using them in the future.

Charged me without authorisation 16 months after last order.

I tried this company in August 2022. I found the product to be acceptable, but the prices were too high, so I cancelled my subscription. Since then I have moved home, and began a course of treatment which rendered the product of no use to me. I have not used my function of beauty account for over a year. This morning I woke up to see I had been charged £56.00, and that the order placed could not be canceled. I did not place this order. I have not logged in - it is being shipped to my old address, not that I can use it or would want it if I could. I understand I signed up to a subscription service, when I first placed my order in August 2022. However, the current subscriptions on offer are 1/2/3 months, not randomly restarting 16 months after the last order was placed. I highly encourage you all to avoid this company, something very strange is going on for them to be able to automatically place this order on my behalf so long after a previous one. Don't trust them with your payment details!

They have a 'new website'

They have a 'new website'. It messes up when i try to log in, gives me a shop verify popup that disappears before I've had a chance to put the code in, and they cancelled my subscription, which means I need to restart the whole thing again. Paying for delivery which I wasn't before due to having an active subscription. One of their customer service staff sent me a code for 'free shipping' on 13th november without telling me it expired on 17th. So of course by the time I got the site working and logged in, it didn't work any more. I emailed them asking about it and it takes days for them to get back to me. And their only response is 'sorry about that, but we have an offer on at the moment'. Not helpful, the offer does not equal the value of the expired voucher. I will not pay money for their website issues. Their products are expensive enough as it is.

Gone downhill

Been a customer with function of beauty for 5 years, no problems at all, great product. However there is a price increase, which now costs me an extra £20! no notice given. I placed an order 2 weeks ago, not shipped. No response on emails. I want to cancel now. Gone downhill.

I LOVE my function of beauty Shampoo…

I LOVE my function of beauty Shampoo and Conditioner however, I have thick(ish) curly hair and tend to use more conditioner than shampoo. I wish they would do a size larger than the 16oz. But my hair has never been happier, and the curls are amazing!