Kiehl'sReviews of kiehls.com

My experience with Kiehl’s has been extremely disappointing, especially with their customer service. I had ordered 3 items over a month ago during their Thanksgiving sale, and I have never received my package. I have called and emailed customer service several times, but all I keep getting back were answers stating that their hands are tied since the package was delivered. I have never received my package and have spent $140 hoping to gift it to my mom this Christmas. The way Kiehl’s takes care of their customers is extremely ridiculous, and they take no responsibility on their end once it’s been “sent out”. I was not offered any solution other than to file another claim myself through UPS nor was I offered any sort of compensation. That is $140 down the drain. I am upset that the responsibility for the package being lost as well as the financial responsibility of $140 are on me when I have paid that money for their products as well as the service of it being delivered to my home. Additionally, I would like to add that there was a lack of professionalism among the customer service reps. The signal as well as noice control during the calls were horrible. It was hard to hear a lot of what the reps had to say. For example, I had a rep hang up on me in the middle of my explanation about my situation, and in general there were a lot of background noise of people talking or children screaming. If you were able to receive your package without any troubles at this point, consider yourselves lucky. I’ve been a loyal customer to Kiehls for the past 8 years, however this experience has turned me away from purchasing any products from this brand ever again.

Very very poor customer service. I returned my order a month ago but I still canmot get the refund. I chat with the customer service but they cannot help at all!! I don't know what's so complicated for them to have someone get back to me and why does it take so long for a simple refund!!? Even other smaller brand does a lot better!!!

Horrendous service. Ordered an item during Black Friday sale, still not received. Emailed and called customer service with no luck. Avoid at all cost. Not worth the hype!

Back to school discount - my order was being cancelled without a make sense reason, said the info I input is invalid. Sent an email without reply. Call them and ask them to follow up, said they will give me the response, didn't hear from them. Black Friday, 2nd attempt, the order couldn't be processed successfully. Contacted their CS to investigate what's the problem, no response Boxing Day, 3rd attempt, same situation, no response

Terrible service. Ordered something on Black Friday - my package was never delivered to my place, and the courier never came around. Instead they delivered the package to Matalan, around 20min walk away from my place, which I never ever go to nor I wish to as. I contacted Kiehl’s customer service to tell them about it and ask for the parcel to be returned to sender. THEY TOOK THREE WEEKS to get this sorted out, but i still haven’t received my refund. Impossible to get through on the phone or “live chat”, email service is just shambolic and they never reply over messenger. I’d recommend getting their products from Space.NK or any other retailer.

I placed a large order on cyber Monday, paying through a third party- PayPal and Kiehl’s just cancelled the order. I emailed and got no response initially. After sending an additional email on this I was told the shipping address was invalid (not true) and that is why they cancelled the order. After asking if I could have the order honored, at the cyber Monday prices- I was told they were offering me their most sincere apologies and basically, to kick rocks. I called customer service who told me she could give me “some discounts” but that they would do nothing to expedite the order to get it to me before/by Christmas- they just have so many orders! She explained that many orders were messed up on cyber Monday and oh, those sincere apologies were abundant. For a company that has been around as long as this one, they could have done a hell of a lot better than this. It’s a shame, I do like their products but there are plenty of fish in the sea for *non-essential* skin care products. I will be taking my business elsewhere.

I’ve just read reviews after waiting 3 weeks for my order and 5 emails sent that I never get a reply from! Sounds like I’ve been shafted! Feel like such a fool, I assumed that this company were top notch, note to self.. read reviews before ordering anything! Unfortunately my order was for 2 family Christmas gifts, not sure how I’m going to explain this shameful companies service apart from telling them never to buy their products! 😡

Awful! Do NOT order online. I have genuinely never ever dealt with a company as useless as the online team for Kiehls! This stuff isn’t cheap! I ordered items for my husband on the 25th November to ensure they arrived prior to Christmas. After spending close to 3 hours on the phone to ‘customer services’ (who by the way are borderline hilarious with how terrible they actually are with dealing with customers?) I’m now at a point where I’m being told that my delivery is with a neighbour who has denied all knowledge of taking in. Also worth noting this ‘neighbour’ is 5 doors away from me!? I’ve been told that the escalation team are too busy to deal with me so where do you even go next with this?! Absolutely appalling please avoid!