Kiehl'sReviews of kiehls.com

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.

I have ordered three times from the Swedish site, and have been equally dissatisfied each time. Slow deliveries and the worst customer care I have ever experienced. My last order was three weeks delayed. Instead of solving the issue, Kiehl’s cancelled the order and urged me to reorder the products.

Last month I purchased a product from Kiehl's. After receiving the item (unopened), I decided to return it as they had sale the very next day and my products were heavily discounted. They provided me a return label, and I promptly returned it. It was tracked with Canada Post and was indicated that it was returned with signature to their warehouse on September 20. It is now October 22, and I have not received a refund. I have called at least 10 times, emailed them, and even tried using their site chat feature. However, in every situation I am told that they will get back to me (and never do...). I was then told that my return was not received and there was nothing that could be done about it. This is unacceptable as my return was over a month ago. I will be disputing this transaction with my credit card, as this level of service from any corporation is absolutely disgraceful, and I have reached my wits end. I was once a Kiehl's customer based on their product alone, but given this interaction I will be switching to someting/anything else...

Worse customer service ever! Don't expect a response from them or a helpful resolution to your problem. Better to shop from another brand. Stay away

am so disappointed in my purchase from Kiehls Selfridges, which is no doubt a fake product. I have been using Kiehls Powerful-Strength Line-Reducing Concentrate 75ml. as part of my daily routine ( as well as other products ) for 5 years , and I am truly impressed by this concentrate, which has made a visible difference to my skin. However, this bottle that I bought from Selfridges on 12 September is doubtlessly a fake product. Firstly, it is white in colour, with a completely different texture, fragrance and zero effect. I have been using this concentrate long enough to know that The Powerful Strength Line-Reducing Concentrate should be a yellowish colour. This is not, and it has a sweet cheap fragrance to it. I am so upset as it never even occurred to me that a company such as Kiehls , with whom I had always placed such faith in my skincare could make such an awful error. I have paid way too much in terms of time, energy and money on this product and their response was to contact Selfridges and seek recompense…. For me to go all the way back to London would be so expensive and time consuming, and they ve done nothing to reinstate my faith in their company. £75 completely wasted and with zero support from a company that I entrusted my skincare with.

Well Nancy in Customer Service was pleasant enough. Unfortunately I don’t have my order placed on the 30/09 and they allow a rubbish timeframe of 14 calendar days. Apparently there’s a delay, shame they didn’t tell me, the customer about it. Whoever heard of that. I made the order sitting in Harrods as there was a 20% discount. Wish I’d just gone up to the beauty department and purchased it! She won’t cancel the order saying 14 days is ‘timely’. Well it’s not timely to me, or my grandson who’s awaiting this facial product. I’M ABSOLUTELY STAGGERED THAT THERE ARE 86% 1 STAR REVIEWS. This company is owned by L’Oréal. I’ll be emailing their CEO.