Kiehl'sReviews of kiehls.com

I'm a huge fan of this brand, I have been using their ultra facial cream for years. Shop assistants are helpful and competent and usually very generous with free samples.

The 100% refund is a total lie. I had an allergic reaction to two of their products 'Creamy Eye Treatment' and the 'Ultra Facial Cream' and so returned said products two weeks later with the receipt. First the Kiehl's representative said 'That's not possible', which is terribly unhelpful and unprofessional. Secondly she made me wait a week and then write two emails before having to go back, only to receive a voucher that expires in 6 months. Terrible customer service. I will never buy Kiehl's products again.

The customer service of Kiehl's is the worst!!! Its really bad!! I ordered online but never received the parcel. Apparently somebody signed for me and pick it up but it was not me and the courier services that I had to call myself said they can't say who was the person as they didn't take the name just the signature and its unreadable !! sorry!! contact customer service!! I did and created the dispute on Paypal so the Khiel's customer service asked me to delete it otherwise they can't have the refund....cancelled it (stupid me) have NEVER heard from these people again!!! I guess that's it!! no letter ...nothing...NEVER close the disputed with the if you buy via PAYPAL apparently that is the only thing they care about!

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!!

I had used their products for years, but since I had no problems, I had no experience with the customer service. And that is very very slow and useless! So, there was some kind of ordering error and the usual choice of samples did non pop up at the end - just as I was going for the first time to get a few men's samples, to see if my husband might like it too. I emailed customer services. They just said, well - "no samples, means no samples". Sorry, there are no samples. Sorry, if you were under impresion that you get samples with every order. That is just not true. Now - most of the companies would have simply offered to drop a couple of samples into post and have everyone happy and very impressed. Not at Khiel's. If there is one thing that I am grateful for is that this encouraged me to drop my routine buys and consider other options!

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 !!!