Kiehl'sReviews of kiehls.com

I made the huge mistake of believing that my purchases were guaranteed satisfaction or my money back… After spending over $130 on an overly priced holiday bundle, I decided to return the item. What I didn’t know is that I would have to pay $18 to ship it back to you… After that, I had to speak again and again with your website’s robot chats… They didn’t know where my package was, when would it arrive, and each one told me a different time for when my money would be refunded… It varied from 1-2 days, 3-5 days, and the last one told me 8-10 days!!! for a REFUND!! It's the year 2020 and you have the customer service of a 3rd world country. I'm guessing you have a 3rd party marketer to service your online orders and that is why the service is so bad because they are delightful in-store. With no hopes of getting a call back… and with no further a do… Good luck.

I placed an order online with a Black Friday discount and free gift. 24 hours later my order was cancelled with no explanation. I spoke to two different customer service agents who stated it was a billing issue. I called my credit card and they stated there was no issue and the charge was pending. The second customer service agent tried to get a supervisor involved but the only solution they offered was to place my order again. I reached out via DM on Twitter and was encouraged, but after four rounds of back and forth their only solution was for me to place the order again since they were offering a similar discount but they would not fulfill the original order. Rotten customer service and I spent way too much time on it. Given the cost of their products, I would expect a higher level of customer care. I won't be going back.

Sono stata derubata dall’azienda! ho effettuato un ordine di 147,00€ mai ricevuto! I soldi mi sono stati detratti e mai riaccreditati non acquistate

They cancelled my pick up order a day after Cyber Monday deal and won't honor their prices after the fact. What BS. Their customer service policy sucks.

3 weeks ago I should have received my parcel! It has been delivered to a wrong address during the middle of LOCKDOWN!!!!!! We are now in TIER 3!!!! We are currently not allowed in the offices, we are being told to work from home!!!!! Kiehl’s are recommending that I travel to an unknown building, to try and find my parcel that was delivered to the wrong address?!?! Have I got that right?!?! How in any shape or form is that good practice?! Good customer service?! SAFE ADVICE?! They’re cruel, lack any care or empathy, DO NOT USE!!!!

Waited so long to receive package, but only receive the free gifts and missing ALL items I have purchased. That is the most important thing. Called customer service, but they said they have no idea why the products I have purchased weren't in the package box. They said they will resend me the items I have purchased, but add up all the process need to wait another week. This is my first time receiving a package without the products I have purchased!

Prodotti ottimi. Peccato per La spedizione molto lenta 7 giorni tramite poste. Però il pacco è arrivato con anche i campioncini da me richiesti. Servizio clienti disponibile.

I purchased the Ultra Facial Cream after being recommended to use it by Kiehls. Unfortunately, my skin had a reaction, resulting in hard, red spots all over my cheeks and forehead. My issue isn't with the product as these things happen, but with the poor service. I attempted to contact Kiehls via Twitter DM and on their Live Chat numerous times, and I didn't get a response for 3 days! 3 days shouldn't be advertised as a live chat, and meanwhile they were ignoring my message on Twitter and responding to others. When I finally got a response, I was advised to dispose of the cream immediately, which I did. I was then later advised that they wouldn't be able to refund my product unless I posted it back - even though they had earlier told me to dispose of it. So now, unless I dig my product out of the rubbish, I am £20 out of pocket. Such awful service - do not recommend to anyone and will not be shopping the brand again.