Kiehl'sReviews of kiehls.com

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with my order # on the kiehls site as a last resort which they read and ignored apart from the fact of stating it would not be published,Kiehl’s have time to read reviews which are only published if good and could not care less about their customers.Order number 00960813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

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.