Kiehl'sReviews of kiehls.com

Dear Kiehl’s members, I want to report you about scam I faced by one of sale team member representing on Dubai emirates international airport(she was thin tall lady )or in India’s Bangalore (unit a guy )I purchased your clearly corrective 115 ml bottle , serum small and toner and kept for while and forgot to open and use. After few months when I opened it I found clearly corrective bottle in box which was given to was not for sale. I wanted to share photos of that bottle but don’t see any attachment file link. Unfortunately I don’t remember the date as well as I had been traveling lot and trusting I threw my bill too. After this bad experience I hesitate to buy your product and have lost trust on your team.

I ordered over 150.00 in product and tried to select my FREE samples (3). Only got to order one and then was told the others were out of stock. I asked if I can receive the other two when they came back into inventory. I was told NO. YOU CAN ONLY RECEIVE THE SAMPLES WITH YOUR ORDER. This makes no sense. Has anyone else had this very disappointing experience. Why won’t Kiehl make this right?

Ordered in November 24 with the online offer (30% off and bonus gift). The wrong product arrived and the bonus gift was not there. Talked to customer service in December, they refunded me for the missing product and sent me a discount code that didn't work in January 25. Called customer service again twice in Jan to follow up on the bonus gift and discount code - they said they have escalated to manager and will get it sorted. Called again today - customer service said there was no record of me calling them in January, which is a lie. They said they cannot send me back to bonus gift and I couldn't refund the November 24 order as the return period has passed. Asked to speak to manager, customer service said not possible. In summary: Made a purchase decision based on the online offer. Customer service told me they were sorting my issues out so I didn't make return request. Now return period has passed, they said there is nothing they can do. Sad news for a long-term customer like me.

Their website doesn't protect customers from fraudulent purchases. I ordered through their website using google payment with my current address and accidentally hit place order when I realized my address on their website was my address 10 yrs ago when the last time I ordered from the website. Within seconds I placed the order, I contacted them to cancel or even change address but they said once placed, they cannot change it. I reached out twice and all agents said the same. They said I can try rerouting by calling the delivery service. The delivery service said they need instructions from the sender. Again, Kiehls couldnt help me with this even sending email. The charge went through even if billing and shipping information is totally different from my cc information. Definitely does not protect customers. Now its showing delivered but I dont have anything. Their products are not that cheap.Took 5 days until transaction got posted so I couldnt dispute with my credit card.

Bottom lines: company fails to deliver products or issue refunds, fails to guarantee/replace defective products, even after offering to replace. Placed order that was never delivered and the tracking information was left blank on my order confirmation. I chatted with customer service in mid December to inquire. I also inquired about a previously purchased product that was separated into water and glue like globs that would not emulsify with mixing and would not rub into skin. Chat agent confirmed a replacement would be sent for defective product. Received subsequent email that said order was still out for delivery with tracking info and that the separation of the product they offered to replace was normal and they would not replace after all. A month later, the original order has still not arrived (tracking still shows out for delivery) and they have issued no refunds or replacements for either order. Every time I check tracking information it still says it’s going to be delivered the same day I’m checking. Total waste of time. Will not order again.

I’ve had the absolute worst experience with Kiehl’s customer service and would strongly advise against purchasing from them. It’s been over a month since I reached out about a product that caused my eyes to swell, along with numerous other customer complaints about the same issue, and I still haven’t received any resolution. All I’m asking for is a free return label for a product I can’t use. I reached out the day after it was delivered, so I contacted them immediately. They claim they’ll call or email you back, but it’s all lies. I’ve contacted them countless times via email and phone, only to be passed around to different representatives who are “unable” to do anything. The worst part? They actually sent me a long email urging me to go to a doctor, which was laughable, and of course, they still didn’t attach the free return label. I’ve never encountered such unhelpful, frustrating service. No one seems to have the authority to resolve anything, and it’s honestly been a nightmare. Do yourself a favor and skip Kiehl’s.

I am a long time Kiehl's customer - every step of my skincare routine is Kiehl's. I normally do not have any problems, that being said - this most recent order (a $240 one, may I add,) has been nothing short of a mess. I have called customer service several times - they have said now all the products are out of stock. I asked for escalation - and was told on two occasions I would get a call back. I wanted on the line until the dial tone kicked me out, etc. I have tried my best to be patient, but, spending this much money shouldn't come with this much complication. I love the products. Just incredibly incredibly fed up with their (lack of) customer service. Moving to a city with a Kiehl's store, thought, so - maybe that's better? We'll see. Seriously considering looking into other skincare brands.

Still no response from Kiehl’s. Ordered over a month ago - no confirmation, no items and no communication. Used PayPal and have filed a complaint with them. This is no less than fraud! Do not buy from this company!