Kiehl'sReviews of kiehls.com

I have used Kiehls for about 10 years. Because of the Covid Virus I was out of the Rosa Artica (I use religiously after I shower) and they had a promotion, 20% off I think. So I ordered 2. I reluctantly clicked on the samples, which I never get. I ONLY RECEIVED THE SAMPLES... I PAID $120 for SAMPLES!!! The online support is zero. The phone support is zero. I was put on hold when the automation asked to call me back I said yes to the "15 minute wait." I never received the call back. The next time I called I waited 45 minutes for the "15 minute wait," and my phone dropped the call. Be advised that you can only call in from like 0800-1200 East Coast Time. WT%??? What if you're on the west coast and work... then try getting past the wait time... I will be looking for another skin care product.

I made an order 2 weeks ago but called the next day to cancel my order as they had did a 20% off one day promotion for the long weekend. Because they couldn’t refund me difference, I was told I will need to place another order for the sale offer. I was also told due to the long weekend, my original order is still waiting to be process, so it is still waiting to be packed in the warehoused. I was told by their customer service line that a request will be sent to their warehouse to cancel my order but they will not receive the request until the warehouse returns after the long weekend. Waited till mid week and I still haven’t heard from them so I called them a second time. Another request have been sent to cancel my order as they can see my order is still in process and have not been shipped. Next day, I received an email informing me that my order have now been shipped. I was very unhappy with this as I have called and requested twice to have my order cancelled and refund me immediately. So I called their customer service line a 3rd time and was told they cannot refund me until I have received my package and I will need to call them again to organise a return. No apologies for the mistakes they have done and could not care less with the amount of trouble they have caused me now to return my product before I can get my refund. When my package arrived it was the second order I placed from the sales promotion. So I called them the 4th time to find out what is going on and will I be expecting my refund now. I have been told that my original order have actually been cancelled already and that a refund have also been completed. I told them I have checked mr credit card and did not see any refund from them. Again I was told they will follow up to see what is happening with my refund as I should have already received my refund by now. Two passed and still haven’t heard anything back, then I received a package from them, opened it up and it was the order that I have been requesting to be cancelled from 2 weeks ago. By now I am fed up, as I felt I was just getting brushed off with my request. Called their customer service line again for the 5th time, no apology, like it’s no big deal that I have been trying to get my refund for the last 2 weeks. I requested to speak to their manager at this stage and was told she was busy on another call and that they would leave a message for the manager to call me back. Didn’t get any call back so called a again later in the afternoon and again was told the manager is on the phone to another customer but will call me back before she leaves for the day. Did not get that call. Guess customers complaints and refunding their money aren’t important to them. I have always preferred to purchase my products at stores instead as I have had bad experience with their online purchase in the pass. But as all their stores are closed currently due to the pandemic crises, I have no choice but to use their online purchasing services. Have looked at other stores that stocks Kiehl’s, but they don’t have the products that I need.

I made an order during the sale and it arrived almost 3 weeks after but the issue was that it came damaged it was opened everything was messed up.

Disappointed! I'm an avid user of kiehls and have remained loyal to the brand for many years. However, I recently purchased a bottled moisturiser and I'm shocked at the packaging. It arrived damaged but the bottle itself is extremely difficult to squeeze. The formula itself I feel has changed and I'm left dissatisfied with the lack of customer service. To have to wait approx 2 weeks for the product to arrive and for it to be damaged is unacceptable. The online chat service is practically nonexistent as is the customer service contact number. I still haven't heard back from Kiehls - very frustrated and will not be recommending them until this has been resolved.

Ordered 10 days ago and haven't received any shipping information. 'Chat now' function on the website can't connect me to a representative for an hour. Called and used call back function. It took them more than 5 hours to call back.

the products are really good, but honestly a bit expensive in the category. i got a Menuhin and Calendula masks as a present otherwise i wouldn't try it myself and i was amazed with both... my face skin is very improved by those

Very angry. I just order from them 10 days ago. They took my money and they have not shipped it yet. I sent them 3 emails asking about my order status, but nobody replies. The same thing happened with phone call. Very very bad customer service. Never buy from them again.

Horrible Customer Service Made an order during Friends & Families sale. Placed on 3rd, still haven't shipped it out and today is 10th. I tried to reach out customer center via chat, however, how many times you contact them, all they said was "I'm sorry we cannot do that" and "I will be right with you". I waited in my queue for 30 minutes to talk to customer service... yet they are still putting me hold for another 10-20 minutes? what is this? I have tried to chat with at least 5 different chat representatives and they are like.... put me on hold for 5 minutes or so and if I was gone for a minute they just ended the chat. Is this some kind of strategy of Kiehl's? because it is very effective and kicking customers out from their business. Long story short, they won't cancel it and even if I want to return I have to pay the return cost. I would have understood if Kiehl's ever sent a single email to customers and telling that they have a high number of orders that your shipment might delay. I saw what Kiehl's think of their customer and how they treat. As long as they get their money, they don't care about customers. I'm not planning to let them take care of my skin or I think it is not safe to trust Kiehls when they treat customers like this. I loved the products and used them for decades but I wouldn't order or use Kiehls anymore.