Kiehl'sReviews of kiehls.com

After ordering from kiehl's previously and getting a lot of special offer emails I decided to take them up on recent duo deal. It was buy one get one half price, so I chose my two products totalling over £84 pounds worth on the UK website. I went to log in and as you do, forgot my password, so clicked reset link and no link was sent to my email address? I emailed customer services and communicated with someone called Kimberly who said she could not help me with resetting my password-and that was literally it. I told her I was making an order however she didn't appear to care or offer me any solutions. After her unhelpful email reply I said in a second email I'd be left no choice but to unsubscribe from Kiehl's as I can't even make an order? She replied she can't help me, sorry if I decide to leave and sent me information on how to unsubscribe!! You lost my custom right there and I'll be spreading the word. So disappointed.

La crema devo dire che non e' male ma se devo comprare un prodotto converrà andare in negozio di persona perche lo shop on line e' un disastro .Comprata crema 11 settembre , al 30 di ottobre non ancora recapitata ,chiamati 3 volte la crema non sanno dove e ' andata a finire. Metto una stella perche meno non si può.

Terrible customer service Could not cancel or fix my order Poorly informed customer Online chat was just robotic and did not work Did not receive any response to my email or attempts to chat with them

After many attempts got through to customer chat, they were unable to solve the problem, then gave me an email address to email, the email address bounced back

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 have been a loyal Kiehl's customer for some time, however I recently had a disappointing experience with their ordering system. Full credit where credit is due... their customer service team were outstanding - they were very quick to pick up my complaint and went above and beyond to fix it. They provided the quality of customer service which match the quality of their products. A particular call out to Alhaji in the L'Oreal UK Customer Care team who was extremely professional, efficient and took time to ensure he genuinely understood my situation, concerns and my needs as a customer. Alhaji is a genuine asset to the Customer Care team and it's service like this which keep me as a loyal and longstanding Kiehl's customer.

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