Kiehl'sReviews of kiehls.com

I've been a loyal Kiehl's customer for years (not the pre-L'Oreal era but almost) with several of their products being mainstays in my medicine cabinet/shower/gym bag. Sad to say, I'm going to be moving on due to a recent frustrating customer service experience. In late November, I placed a $60 order through my existing online account. For reasons unknown to me, the points for said order did not show up in my Kiehl's Rewards account even though it appears in my order history. They should have but didn't. Weird. Numerous back and forths with customer service reps and zero resolution. One rep apologized and told me that the points would be applied -- never happened. I'm donzo.

I have never experienced such terrible customer service from any company in my life. After receiving a broken bottle of toner which had spilled out all over the package I tried calling, emailing and even sending them messages on Twitter but to no avail. So I paid for a product which I never got and they don't care in the slighest, been trying to contact them for almost 2 weeks!!! Never again.

I would give their online customer services zero star if I could choose to do so. The worst customer services I have ever seen. Believe me NEVER buy anything from their website .

worst customer services. My order was $50+ so when I checked out, the shipping fee was deducted. I agreed paying a certain price, I reviewed it twice before hitting submit order, and later on got charged with shipping fees. I emailed them and they said shipping would be refunded once the order shipped. When I received the order, still no refund. I emailed them again, here's their response: We thank you for your business and have replied to this e-mail in confirmation that this concern has been resolved. A reply to this message is not necessary. If we can be of any further assistance, or if you have further inquiries or comments, we invite you to contact us online at www.Kiehls or at 1800 KIEHLS2 1-800-543-4572 WHAT? There wasn't any refund and they dared to say it was resolved??? There are too many skincare brands with superior product quality and customer services than this.

I made a mistake on the shipping address where it sent to my old address. I changed an address during the shop runner checking out process, but it turns out it was billing address, not shipping. I recognized it immediately after I submitted the order, but it was at midnight so no customer service line is available to help me change the address or cancel the order. I chatted with an agent early next day (and waited 30 mins), and the order was still in processing. So I thought it was fine to change the address. but the agent just constantly said no and let me use UPS my choice to change delivery. I waited until the shipping label was generated and contact UPS, and they also said no because my UPS choice address is not matching the shipping address which is my old address. without choice, I contacted the customer service again, and this time, another agent seems nicer and explained the situation clear for me. She said because the package hasn't in transit yet, she cannot call UPS for address change. She suggested me to call back later in the evening or next day morning to request address change. So far, I haven't successfully changed my shipping address yet, but the experience was just terrible! I hope they can be more user friendly to let people cancel order online themselves when it is still pending, if they make it by mistake or it contains any errors. Otherwise, if someone like me makes an order outside the customer service hour, we have no way to correct the misinformation before it becomes unchangeable. :(

recieved a short order today after calling the "customer service" number 22 times and being cut off after 2 minutes before speaking with anyone finally got a different number and spoke with a rude lady who couldnt/wouldnt help. no explanation why my order is short or what is happening about it do i need to re-order ? will it turn up later ? what about the money ive paid out ? who knows. Kielhs wont help you . sent an emial to the CEO`s office lets see if they can be bothered to respond . probably not they dont seem to care about online customers at all onlu got one star because you cant give zero

GARBAGE CUSTOMER SERVICE!!! I placed an order, received a box full of samples only. When I called to let them know, they assured me that the items would be sent out. Five days later nothing so I contact them again...they tell me the reshipment request "had been inaccurately submitted by the associate who took my call" and that they were going to send it out for processing. I asked to be sent a confirmation email but they told me it would be at least 3 days before I would see that. 3 DAYS TO SEND A CONFIRMATION EMAIL?? At that point I was frustrated enough to ask them to cancel my order all together, at which point I am told there is no way to cancel an order once it has been submitted and that I would be able to return my products once I received them. GET YOUR SHIZZ TOGETHER KIEHLS!!

They don’t even deserve a one star! I wish I read below comments before I ordered online. True to these, they are ghosts. You can not get through to online number at all, they disconnect you after about 4 minutes. One number is invalid and the others won’t help you and are manned by incredibly rude and obnoxious individuals who really need a lesson on communication and manners in dealing with customers. I would fire them!! Kiehls WILL NOT answer emails or respond to cancellation requests on orders. Basically if you order online be prepared to accept it as it is as you will not gain anything from trying to contact this lot bar sheer anger and frustration. I ordered on cyber Monday and offer was free serum with purchase. It never went through with the coupon. After 32 phone calls, only 4 answers 2 rude!, several emails and 2 cancellation requests, they shipped it out anyway without the serum. DO NOT BUY FROM KIEHLS!!!!! Corrupt!!!! You will regret it if you do!