Kiehl'sReviews of kiehls.com

The WORST customer service I’ve ever experienced. I’ve been waiting for a refund on two items for over a month and have emailed so many times. I keep getting emails back saying they will get back to me but it never gets resolved.

Likely the worst customer service I've ever encountered. Literally. You wait weeks (WEEKS!) for an email response, only for them to tell you "we escalated your issue and are marking it as resolved," but you never hear back and they never help. And you have no ability to respond. This has happened to me twice. I've tried calling, and hold times are obscene—I'm not even sure if they ever answer. They're trying to blame this on covid, but fact is they furloughed thousands of employees who would have been happy to fulfill this role. Kiehls is just prioritizing profits over the wellbeing of their employees and customers. I don't even know why they bother wasting money on a customer service department. Asking a brick wall for help would be more useful.

I am currently on hold waiting for a customer service representative. It's been 50 minutes. I took advantage of the offer to get a free product with purchases over $65 or $75 or whatever it was. Anyways, they just sent me my free product only. I didn't receive the things I actually paid for. I tried emailing them, but it's been three days and no response. I also tried using the chat function, but got a message no one is available. It's a shame. I love their products, but I will reconsider using them because of this unacceptable (or shall I say 'non'?) response.

I spent over £80 on gifts for my wife’s birthday as she is shielding from coronavirus. The £44 jar of masque had its lid badly broken thus dangerous and unusable. I e-mailed on 15th June. NO response. I e-mailed again on 18th June. NO response. Customer Service is a complete misnomer. They couldn’t care less once they have your money. GO ELSEWHERE for quality customer service.

I got a sample from Sephora and wanted to purchase a full size of serum! And the official site was on sale, so I thought it was a good deal! I tyied to place an order but it didn’t work, so I tried 4 times (I even asked my friend to use their cards to help me) After a while I found out that my bank account had been charged twice and my friends’s accounts as well! I asked the customer service and they said the money will return after 3 days! Now is the fourth day after I tried to place that order, and the money is still not back! Their customer service is like nothing! I went to Sephora and purchased from them! Sephora made life so much easier!

THE WORST CUSTOMER SERVICE. BY FAR!!!!!!!! Two weeks after ordering and paying, received order cancelation. Wrote email explaining what happened. They gave a promo code to apply, it never worked. Wrote email, they suggested to buy first and they will aply credit in two days. Three weeks later after 3 emails, and repeating promises, they suggested to call them instead. Two hours waiting on the phone, spoke to two agents, they promised resolution. Nothing in sight... Opened a dispute with credit card.... DON'T BUY ON LINE!!!! THEY ARE THE WORST!!!!!

Ordered from the U.K. site on 7th May. It was intended to be a birthday gift for someone, expected it may take some time due to COVID-19 pandemic but a month and a half later it still hadn’t arrived. Could not contact via phone, tried via online chat and all I got was ‘Hello Jenny’. Finally got through to someone on Facebook and was told the order hadn’t been fulfilled because it wasn’t in stock. 1. It was in stock when I ordered and 2. Why didn’t you tell me a month and a half a go?? Awful customer service, would not order from them again.

If I could give them no stars I would! Awful, awful, awful!! I’ve ordered a product that is faulty and tried every means to contact them but had zero response! Lost me as a customer now