Kiehl'sReviews of kiehls.com

Extremely disappointed, after 2 times a had very bad irritation from avocado eye cream. It’s taking weeks to recover. Customer service is very poor. They said that “is ok” to have irritation, they don’t even ask me anything. Also, the not accept my review on website.

Not actively listening to customer needs, and do not go out of their way to help resolve an inquiry/conflict. I've worked for customer service for years and one thing I know is that, even though there may be "more important things out there," for some customers going through a rough time, sometimes the only thing that makes their day is to get those feel good products. When customer service is telling them "sorry there's not more we can do" or redirecting them to contact other providers and basically leave them to do it themselves, or constantly disconnecting an online chat, than that doesn't provide quality customer service and customers end up disappointed, and eventually the customer loyalty drops for that company. Too bad this experience was not pleasant, and I think customer service could have handled my situation a lot better. I had an online order issue, where the website allowed me to generate the 6 piece complimentary gift and added it to my cart throughout checkout. When I received my invoice, those items were not included. As soon as I received this email confirmation, I chatted with customer service about it, and it was not in their system yet. So I waited until it was, in which I then requested the order be canceled. However, I was told that the order was already processed and could not be canceled. I guess as soon as the order is in their system, it gets processed, so it's impossible to cancel it (or I don't know). I was told to contact UPS MyChoice to redirect the package that way, however, only the sender can redirect the package (if not, I would have to pay for the change of delivery). Anyways, there are more details to this situation, and I just think Kiehl's customer service could have handled it a lot better, instead of disconnecting me, and not answering my questions, but rather providing robotic responses.

I placed an order on the 8th of August and it is still ‘processing’ despite Kiehls promising they would ship the order within 1-2 days I emailed the customer service team and after 10 days no response. I then called. The representative said its looks like your order hasn’t been packaged yet’, I’m thinking to myself no sh*it.... I can see that! The representative said they would get to the order soon (whatever the hell that means) Another 5 days went by and the order is still ‘processing’ I called again and complained about this. I stated I needed a refund. The representative said ‘no worries we can do this for you’ 5 days on and still no refund Absolutely appalling service. Will not be ordering from Kiehl’s. They have taken my money and this has not been given back

Please don’t bother ordering from Kiehl's.The after sales service is appalling.My order arrived damaged and I’ve emailed customer services 4 times and tried to call and no response, so I put a review with my order # on the kiehls site as a last resort which they read and ignored apart from the fact of stating it would not be published,Kiehl’s have time to read reviews which are only published if good and could not care less about their customers.Order number 00960813

This review is based on my perception of the company's customer service policy: They don't care. They must not. I places my order in May (3 months ago) and receives my order 2 weeks later, which is fine, but it only contained samples and not the products I actually paid for. I called (x3), I emailed (x2 + contacted through their website additionally x1). Each communication was left with confirmation that my order will be shipped in the next 48-72 hours. It never has. Any other product is have cancelled my credit card payment already, but with this experience I may have to let Kiehl's go to find another good product.

If I could give ZERO stars I would. I have been a customer for 30+ years. I tried to place the same order 2 times and ended up having to cancel them. It was in processing for days and then to "not shipped" so I called and was told it was a problem with web and fixed now. So I placed the order again because no info available except it was not filled. So here we are today, online CS could not help. Told to call 800# 45 mins later. I call from the land line seeing how long I am on hold. CS picked up, could not help, her pc froze up. Call disconnected. Call back, got same CS rep. Told she can see notes from call I am still on hold with now almost an hr. Order rivew ticket made so pockers can look into it. Now, I say cancel the order 5 days 2 orders 1.5 hr on pgone to try and see where my order was to no availability. @kiehl's younlost a loyal customer.

I ordered the creme de corps back in March and found it to sit on the skin rather than moisturise. It has taken me 4-5 months to get a refund despite over 30 calls to them during lockdown with no response. Emails no response. Going to the shop, not allowed. Involving the Area Manager and eventually I received a refund and they forget to give me the postage back despite following instructions from them! Today I have received this. To deal with this company is exhausting and frustrating. I would shop elsewhere if you want any form of customer service.

I bought khiels pigmentation serum before from their retail shop and it worked fine for me. This time i ordered online and the serum destroyed my skin giving me so drying skin. Please improve what kind of product u include into your online delivery cause here is about face and your skin health. Very disappointed from them. I will never buy again