Kiehl'sReviews of kiehls.com

I have been Kiehls customer for 10+ years yet the most recent purchase just turned me off. First, they sent all wrong products to me- they sent me three big jar of ultra facial cream rather than the products I ordered. Samples were also messed up and missing a few. I contacted them by email and no reply after 2 days. I chated online and told to email pictures to verify if I indeed received the wrong products. Did so and did not hear anything so chatted again and escalate the case to manager. The online chat person was good but she cannot see my picture in email due to a different channel. She cannot replace my order due to the amount of price out side her limit. Later someone sent out a replacement order. Second, one day later, one person emailed me with instructions to return the mis-shiped 3 jars facial cream along with samples for a full refund and they will reimburse my return shipping because it is not my fault. I cannot believe that they do not provide return shipping label for their own fault. So I printed out the label myself and delivered the return package via priority mail. Then I received email notifying return was processed with $0 refund. I emailed them back and asked why 0. One guy replied that because I did not return the items that are regular sale, they only received the samples back. So no value is credited to me. I emailed them the pictures I took before I pack up the return box as evidence to show the three jar of facial creams. I also asked to escalate the case to manager again. Have not heard from them yet. I am miserable for my time wasted, frustration and my shipping cost! This company's customer service is failing: 1. no quality control, send wrong items out. Packing and unpacking guys are the root cause of all troubles. Are they just sabotaging their employer by messing up all the boxes? Cannot believe both order box and return box had issues. 2. online rep does not have enough authorization and cannot resolve issue and have to email on different channel 3. slow in responding emails. multiple reps responding to emails without acknowledging each other. giving instructions but not follow up 4. Poor documentation procedure. Reps are not aware of the incidence history and everything fell apart! Suggestions: List your products on costco.com and let them fulfill for you. There is no reason to believe a company with such poor customer service can continue to exist on market. I am scared to be back, at least for a while.

WOW!!! I wish I'd seen these reviews prior to placing my order. Waited 10 days and made 4 phone calls and an on line chat. Supposedly my order was stuck in "processing" and there was nothing anyone can do. Ity was (supposedly) escalated to senior management and a customer service supervisor. I was assured I would receive the order and a few hours later, I received an email the order was cancelled. When I called to find out way, I was told one of the products was out of stock and there was nothing they could do to compensate. THIS WAS THE ABSOLUTE WORST online ordering process I ever experienced. I will never get those hours or frustration back I was a loyal customer for a few years. I will NEVER purchase again......

The Kiehls dog products are excellent for pampered pooches...but the customer service/enthusiasm skills at their boutique store (Walnut Creek in particular) and their Customer Service line are horrible. It’s shameful to have such high quality products sold by staff who are not proud to promote their merchandise. Just close down the boutique stores and buy their products at Nordstrom or Sephora.

It has been 10 days now and still waiting for my order! I am getting sick and tired of chasing and chasing where my order is! Can’t see why it needs to take so long and every time there’s a different story. Absolutely unaccetable... So by Monday there will be no update and then another week goes by with no update and I will still just be waiting..Kiehls took my money when I place the order and now I need to wait for an order that has gone missing, that a DPD driver signed for under my last name while I wasn’t at home, how do you think this is fair from a customers view!!! Bad Bad Bad service!

Tried ordering online and my order history didn’t reflect immediately after registering with the same email used for my first purchase (which is a standard for many e-commerce sites). Worse, I could’t edit or even see personal info that I had just entered on their website like my address, could not remove my bday after I entered it, and their website was just a mess of errors. It would say your personal info like shipping address was saved but you cannot see it, only their backend people can. I’m sure they are violating all sorts of Data Privacy acts in California alone. Customer service was very unhelpful and told me there were two different accounts and I had not registered actually to the main online account, only the rewards account - whattt? How is that even possible? As a consumer on the website there is only one registration and login route available to me. How am I sending them screenshots of the website with me logged in if I’m not registered online? And how did my rewards account (which I’m sure will also flake out in the future) even get created without me supposedly registering? Net their entire online experience is flaky and probably using your personal info for shady means, so beware.

Terrible customer service from Kiehls Australia, blames everything on the customer rather than trying to solve the problem.

Horrible customer service from this company. Items were ordered 3 weeks ago and still haven’t been shipped. Several emails sent through to this company with no responses. Very disappointing from a big company that I had heard good reviews on from in store purchases. Wouldn’t waste your time ordering online.

Very good products - a bit pricey but overall very satisfied.