Kiehl'sReviews of kiehls.com

Kiehl’s online customer service is absolutely terrible. I have been a lover of their products since I was 16, I am now 35. I also work in online CS and would not have done what Lenora (CS rep) did to me. For starters my order was canceled with no communication. As an upset customer I said out loud, as I was reading the “we’re sorry” email she had just sent me, “Well, this sh*t isn’t cool”. I did not use the language towards her but simply thinking out loud. She proceeded to tell to watch my mouth and not to use that language. I explained to her that I was not cursing at her and there was no need to take things personally. She seemed to be on a power trip with telling me not to use that word, the back and forth was unprofessional so I hung up and called back. My luck, I get the same power tripping rep. So, I tried to explain again that there was no malice in me using the word because it clearly was not directed at her. She, AGAIN, goes back and forth then disconnects the call. I called back for a 3rd time, this rep handled the call well BUT told me a supervisor will not be calling me back because I don’t deserve a call back and for her to handle the call. What type of crap is that. Their methods are tacky.

I’m extremely disappointed with my recent experience with Kiehl’s. I ordered2 products of Kiehl's and waited eagerly for its arrival. However, the carrier left the package without any notification, and I never received it (even I was at home all day). When I reached out to Kiehl’s for assistance, they simply refused to take responsibility, claiming they had "proof of delivery." This response was deeply frustrating. I am the only person who purchased the product, yet I’m left without the item I paid for and with no support from the company to resolve the issue. I trusted Kiehl’s for both their products and their service, but this situation has been a complete letdown. This small oversight had a surprisingly big impact on my experience. Not only did it make using the product inconvenient, but it also felt like a quality control issue I wouldn’t have expected from a brand I trust.

Worse customer service and shipping ever. Once order placed, no confirmation, no shipment tracking. Contacted customer service but no reply.

Have tried 3 times to order for their website, wasting quite a lot of time finding the right things and putting in details. Everything finished… click pay… basket disappears, no confirmation, (hopefully no money taken??). Phoned customer service to resolve, who said they’d email me - no email ever arrived. Thanks Kiehl’s.

We purchased 3 luxury items as a Christmas presents totalling £133 at Kiehls online. We specifically spent over £100 to hit the spend target to receive 5 additional promotional items. The order was made on the 8th Dec and only 1 of the 8 items was delivered on the 13th Dec. No headsup was provided that items in the order would be out of stock or missing. No alternative provided and no refund proposed. It was left to myself to contact Kiehls and alert them that they failed to meet UK law by delivering or refunding missing items. Upon calling the customer service I was given a variety of reasons: storm damage, items went missing in the post and volume was too high from Black Friday....anything potentially, but no reason for not alerting me inadvance. When asking for escalation I was told customer service don't have management, no way to escalate and no way to contact any department to resolve the issue. I was told that 2 missing items would be refunded but none of the promotional items. I did not want 1 item on its on, we purchased the 3 to hit the promotion. Thus under UK law an order has not been fulfilled. The whole order should be refunded or fully delivered upon. Finally I emailed a complaint after the frustrating brick wall call, which was then picked up by the same "Erik" that I spoke to on the call. His response on the email was the same as the telephone call, we're not doing anything helpful but accept it was a bad experience. Come back again next time... This huge waste of time going in circles, very disappointing Christmas now for someone has put a regular inshop customer off using what I thought was a luxury brand with luxury service. It occurred on: 08/12/2024 This meant that it was stessful and wasted time going in circles. Disappointed Christmas present now, one eight of the expected items. You pay higher prices for luxury brands and don't expect to be promoted a deal, then told on delivery date that 93% of items won't be delivered. No expectation management to allow me to pre-plan for this. As requested I would simply like the whole order refunded. One item is not sufficient as a Christmas present, if I had known this I would have ordered elsewhere. I don't want one out of eight items. I purchased all of this as one bulk order to hit the promotion. ** Update: escalated to L'Oreal on 13/12/2024 (now: 17/12/2024). No response just an automated acknowledgement. Doesn't seem like either Kiehls or L'Oreal care about their customers. ***

Op 25 november had mijn vrouw voor ruim €121 besteld. Toen de rekening via e-mail ons bereikte, zag mijn vrouw dat het huisnummer ontbrak. We hebben direct contact gezocht via hun website. Kregen een standaard mail met het verzoek om rustig te wachten. Een extra mail werkt alleen vertragend. Na ruim een week toch maar een 2e mail gestuurd. Nu 16 december hang ik ruim een uur in de wacht. Zo slecht heb ik het nog niet meegemaakt

Ordered 1st December wrong products delivered so phoned customer service. Lady was extremely helpful said they would refund my payment and provide a 30% discount code as I had purchased on Black Friday. Also could keep the products incorrectly sent. Had to phone back a week later as still no credit or discount code for me to reorder my products. Advised credit raised but no sign of discount voucher. It’s now over two weeks since my original order and if it wasn’t for the fact I like their products I would gave stopped buying from them due to thus experience. Worst customer service I have ever experienced.

Purchased items on Black Friday sales on 25th November, shipping said it would take 1-2 days. No updates for over a week. I sent 2 emails, no reply. 2 weeks later with still no response, I called the customer service team, she told me my order had "failed" and has been cancelled with no other explanation. Both the items I ordered are currently in stock and the money has been taken from my account. Customer service then stated I should have received a refund by now. 16 days after placing my order they still have my $150!! I have sent multiple emails to Loreal and Kiehl's and am not receiving any response. Absolutely terrible customer service. After being a Kiehl's purchaser for many years from Mecca, I will never be purchasing their products again. I am disgusted. They are a poor excuse for a multi million dollar company.