Kiehl'sReviews of kiehls.com

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!

Great service, friendly staff and very very helpful.

This was about a year ago but they didn't send me a face cream which I paid for and I emailed twice to two addresses and was completely ignored! Such disgusting service

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.