Kiehl'sReviews of kiehls.com

If there was an option for zero stars that’s what they would get. First off I have used their products for awhile and for the most part have been satisfied. I recently had a reaction to their new night cream. It’s an additional to the midnight recovery line. I developed extremely dry red patches immediately and had to see a dermatologist. That’s my fault for not doing a test patch. I contacted them and have gone round and round for a week and a half trying to get a refund. I have spoken with several representatives and all have said something different. I have to wait for a rep from their escalation dept. to reach out to me for the details of my reaction. I requested an email as it’s difficult to answer my phone at work. I was assured that would be no problem however received a phone call instead. I called back as soon as I was able to and spoke to the “appropriate” rep. That was last Friday and I was sent an email confirmation stating a refund would be issued in 2-5 days. I called back today as I have not received the refund and the rep I spoke told me it was my fault since I did not answer their call! I explained that I had indeed spoken with a rep and had a reference number. I asked to speak to a supervisor and was disconnected. Surprising… I called back and this rep told me the refund would take 30 days and he could not transfer me to a supervisor cause he had already explained the process to me! Are you kidding??!!! This is not acceptable! I will be switching skincare lines! Absolutely worst customer service ever!

This is not a review for any Khiel’s products because I think they’re amazing. I just want to address my experience in the Town Hall store in Sydney. It was in my plan to go buy a set of Khiel’s product for a gift. There was no greeting when you enter and that’s okay, but I was going around to look for the thing that I was after and even said Hi to one of the sales ladies and they just look at you. I did not want to make a big deal about it but I just recalled it today and I just really remembered how I felt in the store. It was just not comfortable, the feeling that you’re not welcome in there or that maybe you’re being judged if you can afford their products.They probably need more training in their field and on how to treat people equally. I don’t wish for anyone to get in trouble but for them to just be reminded. Thank you.

I got a birthday promo from Kiehls where I can redeem it online or in store. It says in the email (which I'm keeping as proof!) that it's good until August 4, 2022 (today is July 28, 2022). I tried making purchase online today and redeem the "gift," then the nightmare began. I was told the promo expired July 20, so I need a new promo code. I was given a new promo code that "didn't work" with my orders. So tried removing my original orders and put it new ones just to see. Nope, the code doesn't work. I was told multiple times to wait for the supervisor but supervisor never came. Kiehls/Loreal is too big, too rich. Doesn't give a damn about customer care.

If there was an option for no stars that is what i would use. Called to place an order, agent took all of my information (name, address, etc), then proceeded to tell me there was no agent available to place an order. I called back a second time and another agent asked for my information again. I gave him a reference number the previous agent gave me, he said he still needed all of my information again. I asked him if there was someone available to place an order, he said no. I said, "what are we even doing here." Appalling customer service.

While their products are very nice, their packaging is very very poor and breaks and shatters all the time. And when asked about what to do when this happens, what will they do about this, they have no idea. It is very sad for a company which makes premium products, which are excellent, to have such poor packaging. And then they do not know how to answer about what you are suposed to do.

Kiehls has the worst online customer response rate I have ever encountered in customer service. I received a damaged product, therefore called their customer service. He then said that the other team would issue a refund for the product in a few days. Within that time I got rid of the product only to be told that I had to return the product, after which they said that I could have a partial refund if the product wasn’t returned. It’s been over a week and no one even bothered to get back to me on this and they have just ignored me. Absolutely appalling online support.

Awful experience as a first time customer. I placed an order on June 11th and no updates on my account for days! I contacted them yesterday and was told that the item has not shipped yet and it will be in 5-7 business days. Today my account shows delivered June 14th! Contacted them today and I was told "We are having issues with the shipping confirmations as well as our system not being updated on our end as well, we really apologize for the confusion" Now I have to wait for Canada post investigation and we all know how Canada post operates. Kiehl's, this is regarding order KCA_02204470. You turned a first time customer to a last time one.

Placed an order online at Kiehl's Canada. After the order had been placed I noticed the order was being shipped to my old address (I moved and even though I had updated my address in their system it saved my previous address as the shipping address). Called Kiehl's to explain what happened and was told NOTHING could be done. The address could not be changed and the order could not be canceled even though it was placed less than 5 mins ago. I was stunned. Asked to escalate the matter to someone and was told it wouldn't matter as there is nothing a supervisor could do. Then told if the order isn't received back from the old address I am out the money and it's not their issue. I am a Kiehl's Black Diamond member however that will be my last order ever with that company.