Kiehl'sReviews of kiehls.com

Calendula Deep Cleansing Foaming Face Wash & Ultra Facial Moisturiser- Best combination for dry prone skin especially in the winter months. Also work like a treat in the summer. I will definitely recommend these products. Another great product is the Facial Fuel No-Shine Moisturizing Lip Balm. Great on the lips!

KIehl's online service is absolutely horrible. I order and paid for products on February 9, 2020. Today is February 20, 2020. I still have not received the package. I phoned and spoke to a very rude customer service rep named Debbie. Canadpost is showing that it was shipped to BC. I live in Toronto. I was told they could start a ticket and I'd have to wait another 7 days to see what happens. Debbie was very rude and unpleasant, she he then basically hung up on me. In the past when I ordered online from them, I received old products that had basically spoiled,

Their online service is the worst. I ordered some items as a gift. It took them 3 days to process an order. Then I waited for 7 days and my items were nowhere to be found. I had to write to them to ask what happened with my order. Only then they told me there was a problem with the address so the courier sent back to sender and they refused to reship my order. My point is, this is the worst customer service ever for a brand like that. I left my phone number and email address there, if there was a problem with the address, why nobody reached me to check? And they waited until their customer reach out to them to know there was a problem with an order? A waste of time and trust.

Some of the most appalling customer service I've ever received - bought a number of items in their November black Friday sale and one item was missing, I emailed their customer service email address 5 times, no response to any of my emails. I then left a complaint on their Facebook page and received a response via DM. They took all of my order details and told me they were "looking into it" - 3 weeks later no reply so I messaged again only to be told they have "no information regarding the complaint" and that I have to explain the whole thing all over again - this has happened 3 times now and I have taken screenshots of my previous conversations with their customer service advisors and sent them over to prove all of the previous correspondence with them - they just reply with "we're sorry we have no record of this complaint". I have mentioned this on 2 occasions to staff at a kiehls store who replied with "kiehls online is a completely separate company that is nothing to do with us" and "we hate kiehls online, people are always complaining to us in store but there's nothing we can do". You only have to read the trust pilot page to hear the same thing over and over again about horrendous experiences with kiehls online, I find it bizarre that kiehls don't care about the online arm/franchise of their business killing their brand and reputation. Doesn't look like i'll ever get my missing item (which I've been charged for) and would NEVER order from here again!

worst worst worst worst experience with customer service

I haven’t received my order, so this 1 star rating might be too high. I attempted to order on-line, for the first time. Entered that I would use PayPal. When redirected to their ordering page to complete the sale, the system repeated told me that my phone # was invalid. Tried my cell #, same result. Called customer service & finally reached a person after 4 attempts, dropped call twice — even the phone system was bad, asking for the same menu choices over & over. Rep did not understand the problem & kept telling me she couldn’t help with Paypal. It wasn’t a PayPal problem. I agreed to open an account & I don’t know what she was doing but it took forever for her to enter the most basic info. One if the 1st questions was my birthday, which I asked her to explain because it made me uncomfortable. It was for loyalty rewards. Somehow she knew my full name before I gave it to her. What should have been a snap order for 2 lip balms turned into a 20 minute ordeal. Such great products which I will buy from Tjmaxx from now on. Why is their on-line & phone system so poor? Totally frustrating. I hopefully will not have to add more to this review.

SCAM. If i could rate 0 star i would. This is a SCAM COMPANY. Apparently they didnt stole just my money. When you go on their facebook page, you’ll find that other customers comment about the same problem of ordering, not received, no refund. Few days later, the commend disappear. Made an order on 1st of Dec 2019, 10 days later, no products came, called them only to find out that the order was canceled without any notice, no emails, no calls, money taken though (ofc). Now, the "team" keeps telling me lies that the money was a pre-authorization something 🙄, and that money would be back into my bank account 7 days later. After 7 days, no refunded. Called them, they asked me to check with my bank. Checked with my bank, the transaction was successful with a transaction code (Shocking). So, it was not a pre-authorization; money was actually deducted from the bank account. Since 1st of December, they have sent 4 emails saying to wait 7 days, so that makes it nearly 2 months now with no refund. Not to mention when I spoke with the manager a month ago, he told me to “move on” without any refund. This morning, made a call again; they sent me another same email asking me to wait 7 days (5th time already?). Also, when I asked them to provide me a proof that they have not taken my money, they could not provide any receipt or document, dodge my request and sent the same email (see below). Now, they have confirmed that they're not going to refund anything (with an attitude). Not sure what I’m supposed to do. And, I’m not the only one, if you go through their Facebook, many other customers are having the same issue with no refund, but Kiehl's managed to hide a lot of the comments from them. Just, pay me and other people’s money back Kiehl's. Unlike you, you steal many people’s money you rich but I’m not and your team was not professional, if you were to steal money you should be nicer. FYI. I don't accept your fake pre-generated apology.

So bad. Placed an order, didn’t receive it after 2 weeks, sent 2 emails and finally got a reply to say they’d cancelled my order with no explanation and didn’t even bother to let me know. Shocking customer service!!