Kiehl'sReviews of kiehls.com

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.

I ordered a product at the end of August. I had over 900 points so I redeemed 800 of these to get a $40 voucher which I used towards this purchase. A week later I received an email notification from Kiehl’s that my order had been cancelled. I responded immediately advising them that I hadn’t cancelled the order and could they please investigate. A few days later I received a refund but the voucher still hadn’t been reinstated. For the past 2 months I have sent over 25 emails and made a similar number of calls to Kieh’s Customer Service who repeatedly inform me that the voucher has been reinstated, which it has not. I have been provided a myriad of reasons why this has not occurred, including they moved o a new system, it takes 24 hours, it takes 48 hours, the matter has been referred to the Loyalty Program, given a voucher number to enter manually at checkout. The list is endless. Not once has anyone called me. Despite frequent requests, I have not been contacted by a manager. I constantly have to follow up to be told the same nonsense. In addition, they also cancelled my welcome to Everest tier gift even though I earned it from a prior purchase. I have never had such a terrible customer experience and believe me, I’ve had a few.

I’m extremely disappointed with my recent experience with Kiehl’s UAE. I placed an order (#KAE00000015607) for the Calendula Deep Cleansing Foaming Face Wash, and the product I received has a faulty pump, making it impossible to use. I immediately reached out to customer service, calling four separate times to follow up, and also sent an email with both a video and photo clearly showing the issue. Despite these repeated efforts, the process has been unnecessarily complicated and unhelpful. It’s surprising and frustrating that such a reputable skincare brand makes it this difficult for customers to report a defective product and receive support. I expected better service and faster resolution, especially given the product’s value and the brand’s reputation. I’m requesting a replacement or full refund for the faulty item, and a review of your customer service process to ensure others don’t face the same experience.