Kiehl'sReviews of kiehls.com

I have bought from this company for five or six, absolutely LOVE the products but as it has grown the customer service has become rubbish. Did not receive the full contents of my last order - complained, then did not even receive a response to my emails. Phoned their customer service where I was told "sorry we don't have the facility to correct this." I must have spent hundreds over the years. I don't mind buying but I won't treated like a mug for doing it. Really disappointing.

Absolute disgrace I placed an order on Sunday 9th April - A parcel was delivered on Friday 13th, which contained a completely different order Emails sent to the service team - no response Dispute raised via paypal - no response Yesterday my wife called the ‘help line’ - after 50 minutes of waiting she finally got through to be told ‘its difficult to help as the order was placed on line’ and ‘i’ll pass the details along and somebody will investigate - no subsequent response If i didn't know better (and hadn't received somebody else order) I would think the whole site was a fraud / spam / phishing exercise Frankly the worst service I have ever received in my life

On 14th February I order a product from the Kiehl's website. It did not agree with my skin at all so I went on their website and tried to send an email to customer services on 26th February. Well, the email address from their website as well as the 'contact us' link both did not work and the email just bounced back. So I took to Instagram and found another email address on their profile which finally worked! On 2nd March I received an email back just saying how sorry they are with a HUGE amount of questions that they said I had to answer in order for this enquiry to be even dealt with. Which I found a bit odd - no mention if I could even return it for a refund after filling in that questionnaire at all ... I replied with the answers the same day. A week later after not hearing a peep I sent a chase email to their customer services (which is btw Loreal) asking for an update. A couple of days later I received an email saying they would send me a pre-paid envelope which can take 10 working days to arrive in which I can return the product. Again, no mention of whether I will even get a refund once they have received it. The pre-paid envelope arrived arrived about 11 days later on 15th March and the same day I returned the product and emailed them my proof of postage. Then again I did not hear anything and decided to chase on 24th March to see where we are at as the pre-paid envelope was a 48hr service!! Within a day I had a reply letting me know that they had received my return and that they are REQUESTING my refund. I replied to the email asking how long the refund would take because I had paid via PayPal and so thought it would not take long. WELL, I received an email back saying they had requested the refund and they would send me a cheque in the post which can take up to 6 WEEKS!!!!!! When I am writing this review I still have not received my cheque in the post and it is now 16th April. I find the customer service provided laughable and absolutely disgusting. I will not purchase from this website again and I am sure I can avoid ever buying from Kiehl's again - it is not worth the hassle and I will refrain from supporting a company like this that does not look after their customers in the way they should - NOT EVEN CLOSE! It is not worth the writing of emails, chasing their staff and waiting for a piece of paper to arrive in the post that you have to take to the bank to get your money back if you paid via PayPal which we all know is instant! Oh yeah and the reason for the cheque taking 6 weeks is, because they have to raise the claim for refund and then it needs to get approved and then printed and sent out!!! (according to their CS) Kiehl's stop those long winded processes!

Terrible company, terrible customer service in Australia. Will never buy another product from a company that doesn't care about its customers. There are much better companies who will show a little care for their customers.

I’m a regular customer that purchases each transaction a lot but your dermologists’ services are bad as hell! They expect us to know what we gonna buy and don’t wanna promote to us any new product or service us. They just stand beside me and wait for me to do the transaction. It’s not only one outlet! I tried most of the outlets like pavilion, one Utama, sunway pyramid, bangsar village! Please hire a more professional and or well trained staff to bring up your reputation🙄🙄because if they’re well train they can promote us or help us to choose a suitable skin care for us instead of standing there ready to do our transaction 😒🙄 and also I can’t stand is keihl’s do too much advertising or marketing through giving a lot of samples to the influencers or bloggers! I meant yeah once in a while is okay but aren’t you guys suppose to give more samples to the regular customers??! Cause they buy more than the influencers or bloggers! And all the money is from us customers not them! You’re just giving them a lot of benefits but not us! If your company willing to give so much sample and travel gifts by delivering to their door steps, why not distribute fairly by sending once in a while to the regular customers who purchase a lot ?? Isn’t that how you maintain your customer relationship? Instead of just keep advertising ? Based on the marketing, maintaining customer relationship is more important than advertising cause when they’re satisfied they are willing to buy more!!! Isn’t that what all the company aiming? Maybe keihl’s is different? 😂they want to attract more influencers instead of customers 😂😂And the company invite those influencers to the keihl’s in overseas to make them to write some “good” essay to attract us but actually it doesn’t affect anything 🤦🏻‍♀️It’s like wasting the money on investing on them too much🙄🙄 why NOT INVEST ON SOMETHING MORE IMPORTANT AND NECESSARY LIKE YOUR STAFF!!! PLEASE RECONSIDER ON HIRING AND INTERVIEWING YOUR EMPLOYEES!! you don’t want your brand image to be ruin cause of the customer services right? So please reallocate your customer services That’s all I wanna say, whether the keihls wanna take my words in and change their way or they ignore, it’s up to them 🤷🏻‍♀️ I think I’m good enough to give such a useful feedback to help them to maintain the regular customers PS: KEIHL’S products are actually good but their customer services made their brand image bad 😂🤷🏻‍♀️

DISGUSTING SERVICE and CUSTOMER SERVICE TEAM! I spend £37.50 for two products and it ended up me spending £399.00 at Binsina Clinic followed by £30 (2 week trial kit) at Arch Aesthetics followed by so many expensive creams to get my skin back to normal yet along with few visits to hospital and to the Dermatology clinic nearly a year still dragging it on and no calls and no email responses.

I made an online order a week ago and the status still says it's being processed. It should've been delivered by now. Anyway I assumed it must be a problem with payment so I called my bank and they said the transaction was pending. That the money had been debited from my account but the company in question hadn't accepted it yet. So I called Kiehl's first thing Monday morning, I was put on hold for 35 mins and eventually gave up, deciding to try again later. In the afternoon I tried their online chat option. The first thing she asked for was my email address to view my order, I gave her my order details and she said she couldn't view my order for some reason. I explained the situation, she advised check with the bank and I said I'd already done so that the problem was on Kiehls end. She said I should call and I stated that I already tried and was put on hold for 35 mins and she said 'email then'..... As I type this out I'm on hold again, this time it has been 41 mins so far. It's all really disappointing. I never leave negative reviews, I'm just so annoyed. I would've ordered it from feelunique or something, I wish I had but they didn't have the 30ml only the 14ml

I just had the rudest interaction with a customer service rep I think I've ever had with any company. I like their products, but probably won't keep using them. Looks like I'm not alone. Sad.