SmallBizGenius Analysis
Prose, a personalized hair and skincare brand, receives overwhelmingly negative reviews regarding its subscription practices and customer service. While some customers appreciate the product quality, the majority express frustration with unexpected charges, difficulty canceling subscriptions, and unresponsive support.
Category Breakdown
Scores based on analysis of 272 recent reviews
Subscription Issues
2.0/10A large number of reviewers complain about Prose's subscription practices, describing them as predatory and unethical. Customers report being automatically enrolled in subscriptions without clear consent, charged for products after cancellation, and receiving unwanted shipments. Many state they received no advance warning before being charged.
55 reviews mention thisCustomer Service
2.5/10Many reviewers express dissatisfaction with Prose's customer service, citing slow response times, unhelpful replies, and difficulty reaching a live person. Customers report issues with order cancellations, refunds, and resolving incorrect charges, stating that Prose's support team is unresponsive and ineffective. Some reviewers mention contacting the BBB due to the lack of resolution.
40 reviews mention thisShipping and Delivery
3.0/10Several reviewers report issues with Prose's shipping and delivery, including delays, lost orders, and lack of tracking information. Customers state they have waited weeks or months for their orders to arrive, with some never receiving their products at all. Some reviewers also mention issues with the handoff between shipping partners, such as DHL and USPS.
20 reviews mention thisProduct Quality
5.0/10While a few reviewers praise the quality of Prose's products, a significant number find them to be mediocre or ineffective. Some customers report that the products dried out their hair, made it oily, or caused allergic reactions. Others state that the products were not worth the high price and performed no better than cheaper alternatives.
15 reviews mention thisRefunds and Returns
2.0/10Several reviewers report difficulty obtaining refunds or returns from Prose, even when adhering to the company's stated policies. Customers claim that Prose does not honor its 30-day satisfaction guarantee and makes it difficult to return unwanted products. Some reviewers state they were denied refunds even after immediately canceling their orders.
10 reviews mention thisPros & Cons
What Customers Love
"The product itself is very good."
"They have responded to my order requests and were very helpful in solving my issues."
Common Complaints
"My card has been charged $130 after canceling my subscription."
"Their customer service a sales practices are so predatory, it doesn’t even matter if the product is good."
"Can’t get them to respond to my emails."
"I never received my order. Tracking doesn’t work."
"This product was very drying to my hair...Definitely not worth the cost."
Common Questions About Prose
Answers derived from customer review patterns
Is Prose legit and trustworthy?
Based on the reviews, Prose has significant issues with trustworthiness due to its subscription practices and customer service. Many customers report being charged for products they didn't order or after they cancelled their subscriptions. The company's lack of responsiveness and difficulty in obtaining refunds raises concerns about its legitimacy. While some customers may have positive experiences with the products themselves, the overall negative feedback suggests caution is warranted.
Based on 45 reviewsDoes Prose have good customer service?
The overwhelming consensus is that Prose's customer service is poor. Reviewers frequently complain about slow response times, unhelpful replies, and difficulty reaching a live person to resolve issues. Many customers report frustration with order cancellations, refunds, and incorrect charges, stating that Prose's support team is unresponsive and ineffective. This lack of adequate customer support is a major point of concern for potential customers.
Based on 40 reviewsIs Prose worth it for small business?
Given the prevalent issues with subscriptions, customer service, and shipping, Prose is likely not a worthwhile investment for small businesses. The risk of unexpected charges, difficulty in managing subscriptions, and unreliable support could create significant administrative burdens. While the personalized product concept may seem appealing, the negative experiences reported by numerous customers outweigh the potential benefits. Small businesses should consider alternative hair and skincare providers with more transparent and reliable practices.
Based on 30 reviewsWhat is Prose's return policy like?
Prose advertises a 30-day satisfaction guarantee, but many reviewers claim that the company does not honor this policy. Customers report difficulty obtaining refunds or returns, even when contacting customer service within the 30-day window. Some reviewers state they were denied refunds even after immediately canceling their orders. The discrepancies between Prose's stated return policy and the actual customer experience raise concerns about the company's integrity.
Based on 10 reviewsWhy are Prose subscriptions so problematic?
Prose's subscription model is frequently criticized for its lack of transparency and aggressive enrollment tactics. Customers report being automatically enrolled in subscriptions without clear consent, charged for products after cancellation, and receiving unwanted shipments. The absence of advance notifications before orders are processed and the difficulty in cancelling subscriptions contribute to the widespread frustration with Prose's subscription practices.
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