Kiehl'sReviews of kiehls.com

I bought a mask and cream from Kiehl’s over two months ago and after the first use I had a really bad reaction. So I immediately emailed the company to see if I can return the products and get a refund. I had no response. So I had to make a call during my work break which turned out that I was put on hold for about 30 mins before I was able to talk to someone. Then I was emailed a literal questionnaire of what reaction I had, whether I have any underlying medical issue etc. Like what is the need?! So I emailed that off and had no response for a couple weeks. Then called again to ask if they had got my email, no they hadn’t because miraculously my emails don’t show in their inbox!! Then I was told to send back my products. So I did. No response for a couple weeks again so I called AGAIN. Only to hear that They are not sure if they have received my products! But no, low and behold I finally got an email saying I will be refunded £50 with 2-3 working weeks. WORKING WEEKS?! 2-3?!!! Why should it take soo long?!!! I would call them again to complain but I just can’t be bothered and don’t have the time. PEOPLE SAVE YOUR MONEY AND DO NOT BUY FROM THIS COMPANY!! Terrible customer service!!

The most appalling service. Ive now had to seek citizens advice because Kiehls have still not refunded me for goods returned to them over 30 days ago. I paid over £100 for goods online, these were never delivered to me despite me contacting DPD directly to resolve the issue. They were automatically returned to Kiehls on the 1st December, I was informed the goods would be refunded within 7-10 working days, and yet no refund and no response to my many emails. AVOID!!

I am appalled by the customer service of Kiehl's. I bought some products two months ago which sadly I was allergic to. Not their fault. Instead of giving me a refund like most other brands, I had to complete a complicated form for each product describing what happened which I submitted back in early November. 2 months later I STILL haven't even got a response from them to even acknowledge I provided the information they requested. It's shocking. The branch where I bought the products say they are not authorised to help (What?!). It would have been very simple for Kielh's to have dealt with my issue and maintain me as a loyal fan and customer of their products. But not any more.

I used a gift card to do a buy on line pick up in store from my phone. Apperantly my gift card funds were taken out and not put back due to the store not having the product. It’s now been 4 weeks and funds re nowhere to be found. Every time I call they tell me to wait 24-48hours to get my money put back but till this day I’m still missing $66 that they took. Terrible service !!!

Use the the discount code "Jingle" save $20.00 see it deducted until final check out and it disappears and you are charged full price. 84% one star reviews speaks volumes about this companies commitment to customer service. I will never purchase another Kiehls product. It is a shame as I like many of there products.

fake online order syatem. i tried order online on kiehls.com. there is a discount for 20off for order over 65. however when you try to place order, it always shows your payment declined and let you contact your credit card. i was so confused, because it should not/ just normal shopping. so i tried another card. neither work and both are used often withour any problem. so i talked with my credit card customer service. You know what, there is NO ATTEMPT to make a charge on credit card side! Kiehls just faked up their website shopping system as well as its discount! I also talked to the kiehls customer service. And yes, not real help got from them as expected from them, except wasted my time. I tried again several days later. No lucky. Kiehls lost my trust, I don't think I will ever buy their product again, what i have been loved before. They have play the trick to me like a fool.

I will never, ever again buy anything directly through the Kiehl's website. The most appalling experience. I have contacted them 6 times now, 5 times by phone and once by email which they couldn't be bothered responding to - they have not once contacted me. My order was placed on 23rd November and nearly 3 weeks later I'm no closer to getting my items. Only after I contacted them yet again today was I advised they are out of stock of items (most specifically the Advent Calendar) that I was assured last Friday and again on Monday were all in stock. Kiehl's products are great but DO NOT buy directly from them.

This is the worst customer service I have ever received from a company. Their processes are so riddiulous. They have no escalation procedure for complaints. Their phone operatives add your notes to your pre existing complaints that go to a department to deal with. They say they have no other way of contacting that department to deal with your issues any quicker. And that department haven’t been back to me and I’ve been waiting for 2 weeks. My order is missing, and I was told I had to chase it with DPD myself before they would investigate it. Their phone systems keep you on hold for up to 20 minutes at a time. I’ve even been cut off twice after waiting for over15 minutes. All this for 2 (not cheap might I add) items. The products might be great but il look from alternatives from companies that care about their customers thanks.