Kiehl'sReviews of kiehls.com

Very very poor customer service. I ordered them and they took money from my account four weeks ago and no one explained why they have been delayed with apology. I couldn't get any person to response about it. on the phone they keep saying if I still want the products or let customer team touch me and the customer team send email that they elevated the issue. That's all. so ridiculous.

Really poor customer service. Placed my order on their website and never got any confirmation. In the meanwhile, they have deducted $159 from my account and i never heard back from them!! Very poor.

Never received an order confirmation after placing an order and now I'm not even sure how to get my money back!

I purchased this product over a month ago. Once the product arrived - it looked used and the wording on the bottle was very much faded, which made me question: A) whether the product is genuine B) whether the product has already been used Considering the price of the product - this is not acceptable. I am already cautious about what I use on my face, let alone a fairly expensive product which looks as though it has been in someone’s cupboard for the last 6 months! Anyway, I contacted customer service and sent 2 follow up emails, still waiting for someone to get back to me. Let me just re emphasise that this has been ongoing for over a month, what a complete waste of £54. Having been a loyal customer of kiehls the past couple of years, the fact that no one can get back to me is really and truly APPALLING customer service. Due to this, I would advise you spend your money elsewhere. Dont let the same mistake happen to you.

The products are sometimes nice, but the Customer Service is horrendous! This year has been the worst, it's like they are trying to milk the COVID woes everyone is experiencing to make it worse. This year they have made mistakes in multiple orders. I also found they offer this sample or free bag or something like this, if you buy something and often they do not follow through with the offer. Once I spent about 5 hours complaining and they finally sent me the $2 bag, was it worth the 5 hours of complaining? Point is, companies should not treat customers this way with the high price point of their products. Think I'll start looking for a new line of skin care.

Very bad customer service!! Obviously when you pay with iDeal high chance that you don’t get your order. Payment gets through but no email confirmation and no sending of the order. This happened to me already 3 times and clearly a known issue to them but NO actions are taking to solve this for the past year! Whereas this is a known issue they wait until you contact customer service, then you have to wait for a refund and place a new order. In case you used a promotion code with your original order that’s no longer valid by the time you place the new order, then oops that’s your problem, you just can pay a higher amount now. Customer service is not taking you serious at all and ignore your feedback and questions fully, especially Femke. Customer service is not empowered at all to compensate loyal customers for all the trouble or to come with an alternative solution. Although I’m a loyal customer for many years and I like the products, I’ll start looking for another brand.

For a luxury skin care brand you'd expect the customer service to match it but it's absolutely shocking. Decided to give their products a go even though they are very expensive... In the 6 months I've used them I can't say I've seen any difference, however decided to buy some more in a recent 20% sale after being recommended a product by their online chat person. However when I went into a kiehl store they told me it was the wrong product and wouldn't work on my skin.. So I emailed kiehl to ask for a refund and to exchange for another product but keep the 20 per cent off since it had expired. I got a rude email back saying no they won't do it and then I complained again sending a polite but lengthy email about how it was such poor customer service.... Its been over a month and they have actually ignored my several follow up emails. Previously spent over £350 in 6 months with them and will now shop elsewhere.

Over Kiehl's. I used to love Kiehl's. They have mostly great products and friendly in-store service. However, Kiehl's has the most frustrating virtual customer service I've ever experienced. For such a ridiculously expensive brand, you would think they would be more generous with their customer service. A while back I had purchased a large size (16.9 oz) Calendula Deep Cleansing Foaming Face Wash. Not a month after I purchased it, the pump broke. I reached out asking for a replacement pump and all they said was "We can't replace the pump. Can I help you with anything else?" That was it. I spent $50 USD on a large-quantity product that I now had to pour into my hand for the next however many months to a year that I would be using it. I couldn't travel with it and it was just free to slowly evaporate and for bacteria to enter. I was beyond annoyed. The customer service representative was short and rude and offered no other solutions. Then, more recently my mother gifted me the Avocado Nourishing Hydration Mask. I tried it, and the product really sucked. It was chunky and made my skin sting. So I wrote an honest, but negative review on their website and included a photo of the product in the jar and on my face. Then I got an email that my review would be removed. I was irritated, but whatever. Most brands delete negative customer reviews, so I wasn't shocked. Then, a few days later, I received an email to reach out to their customer service team. I thought, "finally, they care and they are going to try to make this right." It turns out they wanted me to call them because they were "concerned" about the reaction I had to the product. I assume it's a liability thing or something. So the person on the phone spent ten minutes asking me questions about medications, allergies, etc. She took down my full name and asked if I had thrown out the product. Of course, I had. Then she proceeded to tell me that because it was a gift and I had thrown it away, that they couldn't refund it. Not a big deal since I didn't personally pay for it, but obviously it still sucks and I would like to have had a product I can use. Of course, my mom is unhappy about it as well. I understand the policy, but I am just so frustrated that they took my information, took time out of my day to get information about the skin reaction, probably just to protect themselves. They took my full name and information and offered me NOTHING. Barely an apology and not even a $5 store credit or something stupid. On top of that, the whole tone of the conversation wasn't pleasant or kind, it was just dry and rude. I will no longer shop at Kiehl's. I'm over this kind of treatment. If they can't back up their products I'm not interested in shelling out.