Kiehl'sReviews of kiehls.com

I've been a Kiehl's customer for close to a decade. Always prefer in store purchases, but since the stores have dwindled down to nothing, I've resorted to buying online for the last year. On my last black friday order, i missed out on a big reward gift for no fault of mine, When I contacted Kiehl's asking why my gift was not sent out, they insisted that the instructions were available on their website, and that I was at fault for not including the code in the check out. I explained that I had been shopping online with them for a few days and never came across instructions for a code till after all my purchases were made. They were adamant that this was not the case, and would not budge. They made no effort to keep a long term customer happy. I simply wanted what was owed to me. To make matters worse, I received none of the freebies that usually accompany online orders. Suffice to say that their standards are at a lowest and I am never shopping with them again. What a shame. Their loss.

Elendig hjemmeside betalingen vil ikke gå igennem med noget som helst

TERRIBLE, UNPROFESSIONAL CALL CENTER IN DUBAI. NEVER EVER BUY THEIR PRODUCTS. THEY HAD AN OFFER ON THE WEBSITE AND THEN REFUSED TO HONOR IT. AFTER THAT THE CALL CENTER DROVE ME NUTS. LITERALLY NUTS. I WOULD LIKE TO COMPLAIN TO L'OREAL HEAD OFFICE TOO. ZERO COMMUNICATION SKILSS, UNABLE TO FIND MY ORDER FOR HOURS, EXTREMELY UNPROFESSIONAL ALL THE WAY.

What happened to Kiehl's?! I used to love this product and found the instore experience and mail order to be comparable. But I just ordered a product on sale which came with some pre-selected extras. When my package arrived, it contained the extras but the product I needed was no where to be found. Fine, that's a shipping error, and I'm sure these warehouses are busy. But then I submitted the problem via a form and proceeded to have four email exchanges where each time, the agent seemed to start fresh asking the same question. I placed my order on the 6th, it was scheduled to arrive on the 15th, I emailed them on the 18t about the error and it still has not been resolved on the 24th. I am giving up and canceling the order.

Product was late and not the right item. Kielhs, remarkably, won’t “accept” any returns, as in their own words the condition they send items out in is not acceptable to receive back and resell. Unethical and frankly overpriced.

I purchased the Sunshine Essential Gift Set from Kiehl’s , which includes a full-size sunscreen and a travel-size sunscreen. When it arrived, the full-size sunscreen — the main value of the set — was completely damaged and unusable. Since receiving the damaged item, I have tried calling, chatting on the website, and emailing customer service multiple times, providing photos and videos of the damage. Despite this, I was only issued a partial refund of $24.87, even though the full set cost $49.73 and the full-size sunscreen alone is sold for $45. Receiving a damaged product is frustrating enough, but the lack of smooth, effective assistance has made this experience extremely disappointing. I hope Kiehl’s takes this feedback seriously and improves how they handle damaged items — customers should not have to fight this hard for a full refund on a damaged product.

Worst customer experience I have ever had. Ordered over 7 weeks ago and my order had not been shipped. I was given no information on what was happening and turns out they had no product available and it was being cancelled. The company needs to sort this out because they have lost another customer.

They cancelled my order when I rang to ask why I hadn’t received a dispatch notice 12 days later…. Terrible customer service. I placed an order 30th Oct 2025. Emailed asking for an update a week later as no dispatch email had been sent. No reply. I called the following week (12 days after ordering now) at first I was fobbed off… “Oh we’ll look into this for you” which felt useless. So I asked *if* I do not receive a response again… how do I go about getting a refund. Next minute - my order actually hadn’t been dispatched as it had been *cancelled* and couldn’t be reinstated (after reiterating i actually wanted the products I paid for) because I was told this cancellation happened immediately after I placed the order. Refunds take up to 10 days. So I asked why I hadn’t received the refund. Well apparently it is going to take 10 days FROM day 12. So that’s up to 22 days. Customer service has ignored my request for a cancellation receipt to verify the date (as I know she cancelled it during the call). So rather than rectify the situation or simply provide a dispatch date, Kiehls Australia customer service team L’Oréal, finds it easier to simply cancel an order and lie blaming it on the website. Pathetic. Will not buy Kiehls anywhere based on principle. I still haven’t received my refund either. Wish I read reviews online prior as it seems this happens ALOT! What a joke Kiehls Australia is. Update: no receipt of cancellation. Just an email offering 15% off next purchase expiring within 30 days. Meanwhile.. they currently have a 20% off sale online. Wow thanks Kiehls. Talk about going above and beyond.