Kiehl'sReviews of kiehls.com

Impossible to get in touch with customer service. I ordered a product which arrived opened and half empty and I also took a bad reaction to it. No help from cs whatsoever

I am in Paris, France. Received an order from Kiehl’s via local service provider Mondial Relay in their locker. The box was clearly not fitting in but it was pushed there so I struggled to get it out. The box was damaged and opened. One product was broken (dispenser of Midnight recovery botanical oil) so I can’t use it. I was trying to call Kiehl’s, I texted them in WhatsApp, I filled up a form on their website. No reply. Then I went to the physical shop, they couldn’t help, because they don’t deal with online purchases. But a kind co-worker called her colleagues who told her that I need to go and ask the service provider for the refund. It is totally not ok. Im a client of Kiehl’s, they organise the delivery, not me. I don’t think I should waste my time figuring out who’s mistake that was. Extremely disappointing experience, shocking ignorance for such a well known brand.

Worst customer service, literally non-existent. Do NOT buy from Kiehls off their website AT ALL!!! Im in New Zealand, got confirmation order, said it would be shipped in 24hours, nope, sent 3 emails, plus an email via their online contact form..no reply whatsoever, used their online chat feature..connected with a real human thank goodness but to then be told "youve come through to our online skin specialist service we cant help", then received package 8 days later with products missing, have sent emails to again their online email address plus the 2 loreal emails on packing slip..plus the email of the contact store person shown in afterpay...NO REPLY FROM ANYONE! Basically just stolen money from me. Never again! You'd think a billion dollar luxury brand could be decent enough to either pay their workers properly or hire extra staff. Unfortunately will no longer support this brand.

What in the corporate greed bs is this?! I've been using their ultra facial cream for over 3 years now (love it, don't get me wrong). I ordered a black Friday sale using my points directly from the Khiel's website. I also went and purchase the same size bottle (4.2oz) from Sephora (they were having their own sale). Kheil's has now downsized the 4.2oz container to "conserve plastic" (cuz we all know that's what corporations care about 🙄) and it looks about the same size as the 1.7oz container (I've had several of those too). What a joke. Just charge more for the 4.2oz instead of trying to trick the consumer into thinking you give a s* about the environment. This is how good corporations die, greed.

I ordered some products for gift. It took over the 3 weeks and was delivered broken. I contacted customer service but they did not any answer. After 2weeks later contacted again but they keep asking nonsense question then still did not do anything to solve.

Kiehls online has the worst customer service—a totally different experience than the stores. Full on incompetence and dishonesty.

I made my purchase on October 29th and I still have to keep calling for updates, without receiving an email or call to inform me since then. The products are really fantastic, the customer service is a disaster to say the least. Lesson learned: don't buy from the Kiehl's website and thus avoid all the bad times.

I’ve had an incredibly frustrating experience with Kiehl's Australia. For over a week, I’ve been trying to place a straightforward order, but a glitch on their website won’t let me enter my street name in the address section. I reached out to customer service multiple times, explaining the issue clearly. Each time, I waited 48 hours for a response, only to be told it was an “Australia Post issue.” I even contacted Australia Post twice (through customer service and went down to the actual post office), and they confirmed the problem is entirely with Kiehl’s website. Customer service promised to escalate my issue twice, yet no one followed up, and I never got a call from a supervisor. Finally, I tried using a different address as a workaround, only to find one of the items I wanted was suddenly unavailable. When they had reassured me 2 days ago that they had plenty of items in stock, that the wait for an answer would interfere and me getting my product. When I called to ask about it, they told me there was nothing they could do or to just pick something else – except the only option was more expensive and not even close to what I’d ordered. When I asked if they could at least offer a small discount for all the trouble, I was refused and told again to check with Australia Post. Honestly, I’ve never had this much hassle trying to place an order anywhere else. Kiehl's, please take responsibility for your website and customer service, and stop blaming others, who actually do their job correctly and care for their customers.