Kiehl'sReviews of kiehls.com

Their online return process is a nightmare. It's a separate department? from the retail stores. I placed an order online with a complimentary promotional offer. The order came with no complimentary promotional product inside. I chatted with customer service and they informed me it was out of stock. Thank you for not letting me know! I gave up a discount just for the promotional offer since they only allow one offer code at a time. They refuse to honor me the alternative discount for not shipping me what I ordered. I proceeded to return my order to a store for store credit since I have to pay shipping to ship online returns back as stores do not accept online returns. The flagship store I went to in NYC surprised me by offering to ship it back for me free of charge. So I hand them my order including the samples that came with it and the receipt-basically everything based on my trust that the store would ship it back for me. Store associate told me that I have to call customer service myself to inform them the return is on its way (very strange process). One week later and still no news, no email confirmation. I once again chat with customer service online who cannot locate my return (of course) and requested a tracking number which I do not have because they did not provide me with one. I call the flagship store to ask for one and the very rude associate tells me that they do not provide tracking information since this is a complimentary service (thank you?) and took my name down for reference although I don't know what she can do with it as her job is basically done according to her. There is a huge disconnect between their physical stores and their e-commerce segment. I just have to TRUST that my return will reach Kiehl's sometime in the near future hopefully and get my refund back. I honestly had no problem with store credit but even this they did not offer. I really would never order from Kiehls' online store ever again until they change their very outdated return policy and customer service. I am a huge fan of online shopping and return policy is the TOP reason for me to do any business with the company. You cannot survive with this kind of service and policy, Kiehls.

Terrible customer service. Been using there products for some time probably 10 years was introduced to the product by a girlfriend who worked at duty free London Heathrow. Recently encountered a problem with pump dispenser on facial cream just wanted a new pump they didn’t even offer and for that reason I will never purchase another product of there’s again. Avoid!!!

Received my parcel today only to find some of the contents of one product leaking inside the parcel. Contacted customer services to inform them of this only to be told it was out of their remit and couldn’t/wouldn’t do anything about it. I’ve bought Kiehl’s products for years but this experience is making me think twice. Shocking customer service....as appears to be the trend from the reviews I’ve just read here.

One star is too much - awful customer service. They only delivered half my order even though the website showed my full order delivered. When I complained they asked me to prove it by sending a copy of the delivery note which showed only half the order was delivered. Then miraculously they could suddenly see that they had only sent one item instead of two in their system. Surprise that - I wonder what would have happened if they didn’t get the delivery note right too. Cannot trust a company like that!

Absolutely worst online store is Kiehls Australia. I have not recieved any emails about my first order, sent them an email. The answered 6 days later (that they will investigate the case). It has been one week since my other order was made. No emails, no parcel, nothing. Web site and personal cabinet is awful. Order statuses are never updated, wrong links in emails... Buy Kiehls great products in the store but never online. Julia

Data breach & holding my money ransom for their mistake So disappointing. I love their products but their service is appalling. I placed an order for £118 worth of products, was sent someone elses £10 product (and their full customer details) and they are refusing to refund me the £118 until i return the £10 product at my own expense. Rude customer service staff, just a terrible company to deal with sadly.

They used dpd to post the parcel. When I track the driver on the app I saw he was at the corner ( on the app) but he did not turn into my house area he turned left and he delivered to someone else not me whereas I was in front of the house to wait for parcel. I called dpd to ask and call kielhs customer service but they cant answer. There is a person signed for the parcel and its not me its not even my house. Im sure they delivery to the wrong address but the driver marked “delivered to the customer” so the operation said its delivered to Someone and the person had signed. I live alone and not leasing the house or room to rent. None of neighbour got the parcel. And i have no idea who is Lisa. If we check on the app it showed the area he delivered to is not my house but kielhs doesnt bother it. Its funnt that if the driver just mark “ signed by customer at the correct address” but he does not delivery to the customer then the customer must accept lost parcel. ;)

Absolutely appalling customer service Kiehls Australia. Money taken from my credit card but order never received. Emails and phone calls later and they have not resolved and say bank hasnt paid them but clearly funds have been transferred from my credit card. They are not looking to resolve or help and completely unapologetic or helpful. Because of the customer service they have lost me as a customer. Im not alone judging by other reviews here