I ordered a product based on the version shown on the website. Instead, I received a completely new formulation that was not advertised at the time of purchase and does not suit me. Customer su... See more
Company replied
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So far I have had a very good experience with CoolCurl.nl. I didn't fill in my email address & when I saw I had been debited for my order I assumed it was a scam. I called them & the phone was answere... See more
Excellent service Good comunication: Something really good with them is that they assist you by phone and solve any problem with their website also they always sent me emails about the status... See more
I received the wrong product and despite explaining the difference clearly, they kept insisting it was the same. They promised a return label but never sent it and now don’t answer calls or messages.... See more
Company replied
Company details
Written by the company
"CoolCurl.nl" biedt een enorme selectie van de beste haarproducten voor elk type krul, spiraal, golvend of steil haar om je haar er elke dag fantastisch uit te laten zien en aanvoelen - van sulfaatvrije shampoos en diepe conditioners, tot ontwarrende middelen en kroezen afwerkingsproducten. Natural haar producten voor iedereen voor een hele scherpe prijs
Contact info
Clingendaal, 43, 3075 LL, Rotterdam, Netherlands
- 0031687022433
- info@coolcurl.nl
- coolcurl.nl
2.6
Poor
353 reviews
Replied to 84% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Product not as described / Merchant unresponsive
I ordered a product based on the version shown on the website. Instead, I received a completely new formulation that was not advertised at the time of purchase and does not suit me.
Customer support acknowledged that the previous version was no longer available and promised to send a prepaid return label, but it was never sent. My follow-up chat messages were repeatedly ignored.
Additionally, two different email addresses listed on their website are invalid, as emails do not go through. This makes it impossible to properly contact the company.
Sending a different product and then ignoring refund requests is unacceptable and does not reflect basic consumer protection standards.
10 February 2026
Unprompted review
Reply from CoolCurl.nl
Thank you for your feedback. We sincerely apologize for the experience you have had.
We understand your frustration regarding receiving a different formulation than the one advertised at the time of your purchase. This should have been communicated more clearly, and we regret any inconvenience this has caused.
We also apologize for the lack of follow-up regarding the prepaid return label and for not responding to your messages in a timely manner. Additionally, the issue with our email addresses is unacceptable, and we are currently investigating this to ensure proper communication channels are restored.
We would like to resolve this matter for you as quickly as possible. Please contact us directly with your order details, or provide them here, so we can immediately arrange a return label and ensure your refund is processed without further delay.
Bad, very bad experience!
No delivery and bad explanations.
Ordered 2 weeks ago and it has never been shipped. I sent an email to their service but the reply came weak, taking forever.
They finally said it was lost and they will send a new package and made it DHL's fault (although it was clear the package was never sent in the first place, because DHL had notified me that shipping was only announced but parcel was not EVER handed over)
Then I asked for the "new" tracking number of the "second" parcel and surprise: no reply.
So I sent another email saying i am re-transfering the money.
Then someone answered: your address is wrong again (!)we couldn't send the parcels. (Without sending a new tracking number for proof) Trying to blame me, when the adress was perfectly fine and even my DHL history notified me about the first package not being handed over and showing there was nothing being sent a second time.
(How can my adress be wrong if DHL made the connection to my registered account???)
My order number #3967.
At least stick to the truth and let your customers know if something is out of stock or whatever but don't lie to them! We're not stupid!
They haven't gotten a single good Feedback in the whole year of 2025, so I strongly advise not to order anymore because something is very wrong here.
I am waiting for my money to be refunded and if nothing is going to happen within the next 2 days I will take legal action...
15 January 2026
Unprompted review
Didn't receive my order
Didn't receive my order. Really unprofessional customer service and they are way too slow with the refund.
15 January 2026
Unprompted review
Reply from CoolCurl.nl
We’re very sorry to hear about your experience and understand how frustrating this must be.
We would like to clarify that we take every order and refund seriously. Unfortunately, delays can sometimes occur due to circumstances beyond our direct control, such as shipping carriers or payment provider processing times. That said, this is not the level of service we aim to provide.
We have already taken steps to review your case, and any approved refund is processed as quickly as possible according to our payment provider’s timelines. If this has not yet been resolved, we kindly ask you to contact us directly with your order number so we can assist you immediately and provide an update.
We appreciate your feedback, as it helps us improve our service, and we hope to have the opportunity to resolve this matter properly for you.
Horrible
Horrible! Ordered 7 products and only received 4 - one of these is a completely different product that I didn’t order.
No answer to my 3 emails and my calls in over a week.
Will never buy again.
7 January 2026
Unprompted review
Reply from CoolCurl.nl
We’re very sorry to hear about your experience — this is certainly not the level of service we aim to provide.
We take missing or incorrect items very seriously, and we’d like to look into this for you immediately. It’s possible your emails or calls were unfortunately missed, which is of course not our intention, and we sincerely apologise for that.
Could you please contact us once more via [support email / order number in subject], or send us a private message here on Trustpilot including your order number? As soon as we have your details, we will investigate and work toward a suitable solution as quickly as possible.
Thank you for bringing this to our attention, and again our apologies for the inconvenience caused.
Order never received, no response
I have ordered a product, but until this day haven't received it.
I have contacted them via email three times but no response.
20 December 2025
Unprompted review
Reply from CoolCurl.nl
Dear Customer,
Thank you for your review. We are sorry to hear that you have not yet received your order and that you feel you did not receive a response. This is certainly not the experience we aim to provide.
We kindly ask you to contact us again by email and include your order number so we can immediately investigate the status of your shipment. In some cases, our replies may end up in the spam folder, or there may be a delay due to high demand.
Please be assured that we take this matter seriously and will do our best to resolve it as quickly as possible, either by arranging delivery or providing an appropriate solution.
Poor communication and unresolved return issue
I received the wrong product and despite explaining the difference clearly, they kept insisting it was the same. They promised a return label but never sent it and now don’t answer calls or messages. Very poor customer service.
10 November 2025
Unprompted review
Reply from CoolCurl.nl
Thank you for your message. Wat jammer om te horen dat u het verkeerde product heeft ontvangen. We begrijpen uw frustratie volledig.
Onze excuses dat er onduidelijkheid is ontstaan over het verschil tussen de producten en dat u nog geen retourlabel heeft ontvangen — dat is natuurlijk niet de service die u mag verwachten.
Wij willen dit graag zo snel mogelijk voor u oplossen.
Kunt u ons nog één keer uw ordernummer doorgeven? Dan sturen we direct het juiste retourlabel toe en zorgen we voor een correcte afhandeling.
Nogmaals onze excuses voor het ongemak, en bedankt voor uw geduld.
Missing order confirmation
So far I have had a very good experience with CoolCurl.nl. I didn't fill in my email address & when I saw I had been debited for my order I assumed it was a scam. I called them & the phone was answered. I explained my problem sent the gentleman a screenshot of my bank reference number via WhatsApp & was gobsmacked that they got back to me in about 15mins with my order details & the promise of delivery in the very near future. They also said they would send a T & T as soon as the order had been picked.
14 October 2025
Unprompted review
Good price and they delivered it fast
Good price and they delivered it fast
It was a good experience for me
15 October 2024
Unprompted review
Excellent service
Excellent service
Good comunication: Something really good with them is that they assist you by phone and solve any problem with their website also they always sent me emails about the status of my order.
Quick Delivery: I made the purchase July 10th and I received my products July 12th.
I will definitely buy again in this website.
12 July 2024
Unprompted review
Super fast service,
4 December 2023
Great service!
31 October 2023
Top producten
30 April 2023
very good and fast😉😉😉😉
29 December 2022
Very Good products
Very Good products
Just I’ll received the order it was great Experience thanks coolcurl.nl
11 November 2022
Unprompted review
Levering super snel!
1 November 2022
Reply from CoolCurl.nl
Dank u voor uw beoordeling! Ik ben blij te horen dat u tevreden bent met zowel de snelheid van onze verzending als onze prijzen. We streven ernaar om geweldige producten aan te bieden tegen een eerlijke prijs, en het is geweldig om te weten dat we daarin slagen. Nogmaals bedankt voor het kiezen van CoolCurl.nl, en we hopen u snel weer van dienst te kunnen zijn.
Snellle levering :)
24 October 2022
Alles perfect snelle levering
27 October 2022
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