Kiehl'sReviews of kiehls.com

I was browsing on Kiehl’s as I was shopping and I have auto-log in set on my phone for PayPal. I wanted to see the total so when I went to the cart and the website auto-logged me in and automatically processed the transaction. I didn’t get to view my cart, review the order, or even confirm anything. I was not ready to check out yet and the site just processed the order. I called customer service, the agent, Melissa was very apologetic but stated she was not able to do anything without her supervisor’s approval. The supervisor refused to help or even speak to me and had Melissa tell me it is company policy that they don’t cancel orders once placed. I reiterated that I did not place the order, the website just did it without even me consenting to the charge. Melissa continued to try and speak to the supervisor and again they refused to help or even speak to me on the phone. I called PayPal to cancel the transaction which they were able to do because it was not authorized. However, Kiehl’s just ignored PayPal’s request to cancel the payment and charged me anyway. PayPal contacted me to let me know that Kiehl’s did an override on the cancellation and charged me anyway. They told me to contact the PayPal account manager at Kiehl’s. I called Kiehl’s again and the customer service agent said there is no such thing as a PayPal account manager. The problem was never solved and now I have to bring the products back to the store for a refund. Be careful when shopping here. Maybe turn off auto-log in for PayPal or don’t check your cart until you are ready to check out.

I have been a Kiehl’s customer for over 30 years. And they delivered my order to wrong address by using delivery -IT and all day do is just a refund to your account. They have a faulty system where you don’t get e-mail nor text when your order arrives. This is unacceptable and ruined my wife’s surprise BD gift. I will not ever use online order again. I may not even buy their products- all they offered for this debacle was $10 off coupon for online order. No supervisor would talk to me about this frustration. Stay away from online order and just go to their retail stores.

I give it 0 stars but it was not an option so I gave 1 star. Customer service is horrendous from the chat assistants to the customer service agents on the phone. I spent an hour waiting on the phone then the line was cut off during a conversation after a having spent another 45 minutes getting nowhere with a rude chat assistant and they never bothered to call back. (After they collected my contact info). They obviously don’t care about your business and speak to you like you are bothering them and with terrible attitude. The products seem to be great but I will not purchase from them again. They don’t deserve my business.

As a long-time loyal Kiehl's customer, I can officially say I'm done with this brand for good. In February I made an order for the Creamy Eye Treatment With Avocado (28g), one of the many products I've been using for years. It arrived completely watery. I promptly contacted customer service and kindly sent pictures of the extremely runny liquid. The agent told me to just wait a day or two and claimed it should "re-solidify." I doubted it, but gave it more than 2 days to be sure, and nope—it was still just as watery as the day I received it. So I messaged them again. They made a ticket, then didn't reply for ages (not until I left a poor review of the product on their website). They asked for tons of info (more pictures, my address, phone #, etc.), which I supplied, even though it was annoying to have to send all this stuff all over again. Then I hear back via email from them once again telling me to "stir" the product and wait for it to re-solidify. WEEKS have gone by at this point. This is a luxury product that they charge $76 CAD for, and they're telling me to stir it? The product was still runny as water; stirring it wouldn't do anything. Additionally, it's incredibly tacky and gross to tell loyal customers to just stir an expensive product they bought. I paid for the eye cream to be in its original form (creamy, not watery). I shouldn't have to do anything with the product but enjoy it. If your product isn't as advertised, then you should happily and quickly replace or refund it like every other luxury brand does. Anyway, I call customer service this time (crazy how much work I have to do because THEY sent ME, a loyal customer, a bad/mal-formulated product!). The lady tells me they don't do replacements. All I wanted was a new eye cream as I'm out and want it back in my routine. Nope. They said I have to go to the post office (quite the drive for me), print a return label, and return the gross expired/watery product, then in 30 days or so I'll get my money back. Why should I have to carve time out of my day to return something (that I proved various times through photos) is expired? They could see right in the photos that the cream is watery (I'm seeing other reviews from people getting this cream in liquid form, so it's obviously an issue in formulation on their end). How do they think it's remotely okay that, after spending thousands and thousands on this brand, I should have to spend all this time returning something they're just going to throw in the trash? All they had to do is replace the obviously mal-developed cream. I would have been happy and continued to line their pockets with thousands of dollars for years to come. But not I'm switching 100% to First Aid Beauty products and getting my family members to do the same. Their loss! Also, can someone explain to me why a luxury brand can't replace items that are OBVIOUSLY (again, seen via the various photos I sent them) bad? This company treats their customers like absolute trash. Why have I had to spend the last month emailing, going on chat, and calling over THEM sending ME a product that wasn't what I paid for? And they ask for all these photos, for what? They treat you like you're a criminal and lying about the product being bad or something. It's really, really revolting. Anyway, use First Aid Beauty instead if you like this brand. Their stuff is better, and their customer service is wonderful and fair.

awful. suddenly found that I had 56.00 taken from my bank account for a product that I was 'subscribed' to for 3 months I never signed up to this. called them and was told there was nothing they could do as the manager was off until monday. Ive asked for a refund but they are utterly, utterly useless. I will NEVER shop from here again. Disgraceful.

Haven`t received a product which they confirmed too and still no refund after 3 weeks. I have never seen anything like this before with a company like Kiehl

I place a order online to pick up in the store and never received it!!! After placing and paying for my order on 1/28/2023, I received a confirmation email with a order number. As of 2/7/2023 the store still did not receive my order for me to pick up. I checked my email to confirm if I received an email with any update from Kiehl's but only found an email asking me to complete a survey about how was my recent order. Which is the order I never received. I call customer service and spoke to Sumanpreet who told me that an email was sent to me on the 1/30/2023 with them canceling my order. I checked my email and could not find a cancellation email from Kiehl's. I ask the customer rep Sumanpreet to provide me with the reason as to why my order was canceled, and why I was not properly notified of cancellation, and she kept repeating herself, saying there could be several reasons why my order was canceled, but couldn't give me the exact reason why my order was canceled. I asked to speak to her supervisor and she put me on hold several times and each time she came back on the line to tell me the supervisor Celia Lidiak was too busy to speak to me and I couldn't wait on hold to speak to her which is interesting because I've always been able to talk to a supervisor and been placed on hold when I call other companies, so I'm not understanding why this situation was different. I believe the supervisor was trying to avoid me, all in all, I will never order online from Kiehl's ever in life again it was the worst experience and nothing was resolved. This was very bad customer service on their end. My order was cancelled and your customer service reps couldn't provide me the reason why my order was cancel is ridiculous! It wasn't the money but I did have a free make up pouch on there as I used my points to get, but if that was the reason, then why not reach out to the customer and let them know you don't have the free item in stock and if I wanted to still proceed with my order, but just to cancel my order, not give me a reason why and not notify the customer is bad customer service!!

I am sorry I didn't read the below warnings about bad customer service before engaging with Kiehls Germany. Very poor customer experience - they sent me a birthday "gift" coupon which wasn't working on their site. Feedback is never clear and the coupon was going to expire. They escalated to their technical team, but it has been another week and no response. No attempt to help with my purchase and because it has taken so long, the specials are over. For such a well-known company, this is shocking.