Kiehl'sReviews of kiehls.com

BUYERS BEWARE! If your looking for a company with excellent customer service and customer loyalty for long term users, this is not it! Tried to purchase from they're useless website a buy 2 get 3rd item free, but after selecting and going through the payment process, something failed on their end and the order never went through, even though the order was in my purchase history. But unfortunately this was on the last day of the promotion and after investing later when I never got a confirmation did I find out that the order failed, again problem on their own end. But the company never wanted to honour the order even though they could see it in their system. I have been a long term, loyal customer, even gotten my family using the product. BAD CUSTOMER SERVICE! NO ONE WANTED TO HELP OR BE NICE ABOUT THE SITUATION AND REFUSED TO HONOUR AN ORDER. IT WOULD NOT OF HURT THE TO BE MORE UNDERSTANDING. COMPLETELY DISGUSTED! I WILL BE TAKING MY MONEY AND BUSINESS AND GOING ELSEWHERE. WILL NEVER ORDER FROM THESE GUYS AGAIN!

I could spend hours detailing the events which have led to me writing this review, but it appears that it's been said before by many customers.. I bought my first products from Kiehls in one of their stores and was impressed by the service I received there. I was advised about the benefits my account would bring, to include loyalty points, birthday gifts etc. If only this were the case. I have lost count over the number of times I have emailed and phoned the company to resolve the issue and gave up after I was told they had not received a screenshot of my checkout page where I was unable to apply a voucher code. This was despite a customer advisor discussing the screenshot with me the previous day. This is advertised and supposed to be a higher end brand '. If it is, the customer service comes nowhere near high end, and they have lost me as a customer, and I would never recommend them to anyone ..

They never shipped my order. Lost $400 +.

Unbelievably bad customer service. Damaged item and the hoops have to jump through to try and get it sorted is ridiculous. No replies to emails. People on the phone are comically bad never known such a poor company to deal with.

I worst online experience I have had. Very much in line with all the negative experiences below

I have always had positive experiences with Kiehl's as long as I did not have to return an item. For the first time in years, I had to return 2 hydro plumps because I accidentally ordered 2 instead of 3 with their '3 for 2' sales promo. Once I realised my error, I immediately contacted Kiehl's and returned the 2 items. The tracking confirmed the items were delivered on 29 May 2024. No refund was processed. The first customer service rep confirmed the refund was sitting with the credits team and would be processed in 10 days. 2 more reps and 27 business days later, no refund of $224 has been issued. 'We have escalated your query' the reps say. The issue is being escalated? What do you mean? It's a refund of 2 items. L'Oreal is a billion dollar company, do better. You have sufficient $ to organise an efficient warehouse system and to process a return in a timely manner without bouncing your customers around from service rep to service rep. Update: countless emails (about 7-8 customer service reps) containing the following statement 'the matter is being investigated and has been escalated even to management' later, the refund has finally been processed after 37 business days. Why do you even have to escalate the refund of 2 untouched products to management? Do these people not have anything better to do? I have placed 22 orders with Kiehls since 2020, not one single time did I return my items. There was absolutely no reason to 'investigate' my return and delay the refund process for 2 months. My advice to you is: Be 100% sure when you place an online order with Kiehl's. If you need to return anything, be prepared to fight for at least 2 months to get your $ back

I used to love shopping at Kiehls.com. They used to deliver fast, and their website made it easy to find the products and samples you wanted. Well never again. I waited more than 10 days for some sort of update on my order. I finally had to call and then someone in customer service said that they were out of one of the products I ordered so they canceled the order. Huh? Cancel an entire order because one product is out. And without even telling me?? So then I ordered some products from another skincare company, which delivered very quickly. Then five days letter, I got an email from Kiehl's that the rest of my order is on the way?!?!?!?! This is after the rep told me my entire order was canceled.

DO NOT ORDER online. Absolute worst customer service. Trash customer service online. Stores are great. Online is horrendous. They can't do anything to make anything right, can't cancel order, can't modify, can't do anything. They couldn't care less. Have been a loyal customer for years and they don't care.