Kiehl'sReviews of kiehls.com

Wasted couple hours to place an order, I pay through paypal and my billing address on paypal is European, it ends up getting cancelled because it doesn't match the address on the website. At the same time I can't choose European countries for my billing address. Customer service is useless, company doesn't care about customers. I also tried contacting them via email no reply for 2 weeks. Well done, Kiehl's.

I'm a long term user of all Kiehl's products but this will be my last time. I ordered 4 items (Large Body Fuel, Large Amino Acid Shampoo, Large Amino Acid Conditioner and some chap stick) and when I went to pick up the box from my lobby, there was product leaking out of the box and all over the place. When I opened the box, the body fuel, shampoo and conditioner all had broken tops and the entire box was destroyed, getting all over my apartment. I called up and asked for a replacement and was told that I would hear from a manager. They sent me a replacement but no one ever followed up. When the replacement came, it was missing the shampoo. I asked to speak with a manager again and no one got back to me. I had to call twice to receive my shampoo because the first time they didnt ship it. This is unfortunate as I've been using all of their products for over 13 years. Not the way you receive $150 worth of stuff, and definitely not how to fix the mistake by not getting back to me.

What appalling customer service. You would think a company of this nature could do much better. I ordered some products and one of the products was incorrect - contacted them for a resolution and they are unwilling to help at all - such a shame as I love the products but will not be using them again on pure principal!

You'd think after trading for 169 years they'd be able to have decent customer service. I ordered from them 7 days ago and still had no delivery confirmation. Tried the online chat which is a waste of time. After 7 days they decided to tell me they'd cancelled my order and refunded me even though the product is in stock on their website. No idea why it's taken so long to tell me this. Kiehl's are useless and I will not be ordering from them again.

I needed to an item return because my skin got redness and itchy after I applied a sample once which came with the actual product. I apply for return and sent back 21st Oct and today is 8th Nov I still haven’t received refund yet. They said that they received my return on 30th Oct. today is 11th Nov..and they said will take 5 more business days to through process it. what’s wrong with them? I learned that I shouldn’t trust even the company is big and popular. So bad and never purchase from them again!

I ordered an eye cream. Never received it. They never sent it to me. Do not trust them

prodotti sono ottimi,ma l'assistenza online pessima. Ho acquistato un calendario dell'avvento in data 21/10. Sfortunatamente l'ordine non è andato a buon fine nonostante l'importo sia stato congelato sulla carta di credito,sicuramente può capitare ma ho dovuto chiamare più volte e mandare diverse mail e ad oggi non ho risolto niente. Sono 10 giorni che attendo il rimborso o il prodotto ,ma non ho ricevuto nessuno dei 2. Resto in attesa di una risoluzione celere.

Terrible customer service experience after an online order gone wrong at their end. I ordered 4 items but when the parcel arrived I received 1 totally different item... Following several emails and a phone call over a week or so, I was told my correct order was being dispatched again. This second delivery arrived today but is missing one of the items I originally ordered! I am so frustrated. Just called to let them know what has happened and it’s a case of wait and see when they will dispatch the missing item. Additionally they asked that I post back the incorrect item from the first delivery at my own cost and submit a receipt of postage for them to refund the cost. Surely this is unacceptable, I should not be inconvenienced for their mistake. Apparently they cannot arrange for the wrong item to be collected....?! The team on the phone and email are not very helpful - quick to blame others or other parts of their company. Always end up speaking to a different person and nobody seems motivated to help. Comments like “I’ve passed it on” or “I’ve let them know”... It’s very unprofessional. I have no reason to trust the service considering how many mistakes they have made. It is so disappointed as I do like Kiehl’s skincare products and usually enjoy shopping in store. I will never use their website again for a purchase. Only time will tell if I ever get my complete original order.