Kiehl'sReviews of kiehls.com

Ordinato un prodotto dal sito pagando la spedizione espressa. Il pacco in Germania è rimasto bloccato per quasi due giorni e mi è arrivato in ritardo. Alla mia richiesta di rimborso del costo della spedizione espressa si sono rifiutati. CI tenevo a riceverlo nei tempi prestabiliti visto che era un regalo. Mi sono ritrovata al compleanno a mani vuote.... SCONSIGLIO di ordinare dal sito web!

I've been a Kiehl's customer for decades. Although many of the products I liked were discontinued, there are still a couple I'm still using. Recently I had a problem using gifts cards for online orders (since the stores have been closed for COVID)--some bizarre thing about not being able to make up the difference in price with a credit card. So I had to buy more stuff to be able to complete the transaction with a credit card. Insane. Then I received a product with no label on it. When I called about it, I was told to discard it. OK, but what about replacing it? Oh, send it back--at my own expense. When I refused to pay substantial shipping for their defective product, I was offered a refund. OK. But a few days later I wondered where the refund was. When I called (hold, hold, hold) it was nowhere. So I was assured I'd receive an eCard for the credit (over $67) by email. After a few days, no eCard. Called, hold hold hold, same story. This happened several times over several days. Each time I asked why don't they just send me a replacement of the defective product, they told me they could only send an eCard. Finally, an eCard came--but it was the wrong amount ($21 short!) and the URL didn't even work. I called AGAIN and got a lovely person who said she COULD send a replacement and would do that. But when I got the email confirmation, it was going to the wrong address. So I called to correct the address. I am now assured it will go to the right place--but believe me, I don't believe anything Kiehl's customer service says. It's so sad, because Kiehl's used to have great products and great service. Once I get what's owed me, I won't be shopping at Kiehl's any more. Bye-bye!

I ordered from Kiehl's through an Instagram promotion that turned out to be false. I wanted to try a new product and give the second bottle to my mother (it was a "buy one gift one" promotion). The promotion offered no code, just a clickable field to choose one of 3 sale items, receiving two for the price of one. I'd ordered through a similar promotion in May and received the second free item so I didn't think anything of it. I received a shipping confirmation 3 days later showing only one item. I emailed customer service immediately to correct the error. No answer. I later called and waited an hour for a rep who assured me a manager would call me to make an adjustment. No one did. I emailed customer service several more times and was told that promotion codes are only redeemable at checkout. Again, there was NO PROMOTION CODE. I repeatedly explained to the reps that the mistake was clearly on Kiehl's end. Their responses to my emails took on average a week and were generic with zero resolution. This wasn't an attempt to obtain a discount under false pretenses. All I was seeking was Kiehl's acknowledgement and correction of their error either by sending another bottle or a 50% discount. I'm beyond disgusted with the level of dishonesty and lack of ownership on Kiehl's part. This was a clear bait and switch tactic and a slap in the face from a company that claims 100% satisfaction. My attempt at leaving a review was met with “Your opinion is very important to us and the Kiehl's community… Unfortunately your review did not meet our guidelines for posting on our site.” I've since sent back the product at my own shipping expense and unsubscribed from promotional emails. I've also reported Kiehl's Instagram ads. Buyer beware.

Just do yourselves a favour and shop at their physical stores.

Ordered a item that caused a horrible reavtion. Requested refund and sent items back wiyh proof of pastage emailed on 4th of june 2020. Almost a month later and no refund or reply to my many emails, voicemails left and tweets. Was called yesterday 29/06/20 to say the refund check has been processed but yet to be posted out! The company is a shambles and the service is beyond disgusting! As a brand of loreal this company has failed to meet the expectations of such a reputable brand. Fyi i am still waiting for my check!

Please don't purchase via mail order. The retail outlets are great. If you purchase online goods arrive damaged and this i your problem

I wish I could give 0 stars - that's how bad my experience was. I ordered a product from Kiehl's. My cc got charged, but I received NO communication from them for a week - no invoice, no receipt, no shipping notification, nothing. So I emailed customer service. NO response. At this point, I figured my order had gotten lost, so I purchased the same product in-store. Two days later, the online order shows up. I called in to Kiehl's to return it and requested that they pay for shipping since it was their fault. After over an hour of waiting, I chatted with a rep who accepted that it was their fault because they were understaffed, but said that they don't pay for returns and she can't change the policy. I offered to return in store, but nope - "not part of the policy." So she's telling me - yes its our fault but you have to pay to ship it sorry. This is truly ridiculous. I definitely will not shop from Kiehl's again.

I have been waiting for a refund cheque for 3 weeks, and have sent numerous emails since for an update and haven’t had a single response, not even an automated email to say they will contact me within 48 hours etc. The phone lines are not working either. How is one suppose to get hold of them? This is ridiculous, highly unprofessional and I’m losing my patience. I have been buying products from them for years and had no issues but this was the first time I have had to return items for a refund. I was unaware it would be so stressful and definitely didn’t expect this from a renowned company. Highly disappointed. Shabana