Kiehl'sReviews of kiehls.com

Just to add to the reviews below. Customer service is absolutely atrocious, my order hasn’t even been dispatched and they won’t cancel it. Ridiculous

Placed an order back on September 15th. Order has not been shipped yet, it's almost been three weeks. I contacted support to ask the status of it, they said it should be shipping soon but no real indication of when I might get it. I asked to get a refund because no where on their site does it say they are experiencing shipping delays and I bought something local. A refund was not given to me and they said it wasn't an option. Just want a refund so I don't have to deal with this company ever again.

Worst customer experience I have ever experienced. Rude staff not at all understanding of issues and chasing a refund for a faulty product that they shipped. Absolutely appalling and will not be purchasing from them again.

I placed an order on Kiehl’s website because at checkout, the delivery date was clearly stated as Thursday, September 19th, with no indication it was just an estimate. As a seasoned online shopper, I know that websites typically indicate when delays are possible. It’s now Friday, and my order hasn’t even shipped. I’m catching a flight tonight, so timely delivery was crucial, but Kiehl’s has completely failed to meet expectations. When I contacted customer service, they refused to cancel the order or issue a refund, leaving me with no product, no solution, and no communication. To make matters worse, the agent I spoke with claimed there was no mistake on their end, despite the clear failure in meeting the promised delivery date. After being a loyal Kiehl’s customer for over a decade, this experience has shown me that the brand has zero integrity when it comes to customer care. I will not be shopping here again.

I wish I had read all these reviews before putting in my order! I just spent 100£ on skin care products as the current promotion stated a free gift worth 60£ when u spend over 75£ - I was really excited about receiving my promotion gift but just got my order and NO GIFT! Feels very disappointing and like false advertising to me. I will not be buying from Kiehl’s again. Long standing loyal customer who now feels scammed. Shame on you Kiehl’s!

The worst customer service and biggest promotional scam I have ever experienced!! I had ordered items from Kiehl’s online so I was part of the mailing list. I received an email about a current promotion, when you spend $130, you receive a 9 piece free gift. The email described the free gift and contents and encouraged the spending of $130 on their eligible products. Which I did, and so did my partner as we wanted to receive the gift. The only reason for spending $260+ combined was with the added free gift value, to make it worth while. When I received my order (and my partner too), the free gift was not in the nice bag and packaging as advertised. It was thrown in a cardboard box, messily and damaged. Only 4 pieces of the 9 piece gift was there (for both of us). I was utterly shocked, saddened and disappointed. When I reached out to customer service, I was sent round in multiple loops with no real answer. I eventually, after weeks of trying, got through to a human manager who told me that the stock of the gifts had ran out. They said that in the fine print they put this in. However, at this exact same time, I had emails from the mailing list about a new promotion that had all of the gift contents from the previous promotion in, clearly showing they hadn’t ran out. They did not give a reason, they did not compensate for missing out on this, and did not apologise for sending emails about a promotion that they stopped sending out. SHOCKING BEHAVIOUR from such a large company that is now owned by L’Oréal. I would advise everybody to avoid the online store and avoid the poor customer service team. If you are to continue using this product, visit a Kiehl’s store with a human worker that has emotional intelligence and customer service skills. Poor poor effort Kiehl’s , shame on you!!!

It has been over one month, countless emails and phone calls (that never get picked up) and I still haven’t got my refund. How hard is it to see that my order was returned to the warehouse over ONE MONTH AGO, and issue a refund???? The worst customer service I have ever received. A different skincare brand refunded me within 3 hours despite not even receiving the return parcel yet, yet Kiehls can’t seem to refund after over a month??? Do better.

After waiting and waiting for my online order to be delivered I finally followed up with the postal service directly. They told me the package was damaged and they had informed Kiehl's of such. Called Kiehl's and they refused to acknowledge, continually saying I need to wait 14 days before I can even ask for a refund...even though it's clear my order will never arrive.