Kiehl'sReviews of kiehls.com

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.

I had an issue with Kiehl’s customer service that I escalated, and Mitch from the e-commerce team was so helpful and caring. He completely turned the experience around — such a credit to the brand! I’ve changed my review to 5 stars and I’m back to loving one of my favourite brands. And of course, Creme de Corps remains the best cream of life! 💛

Missing an item on delivery, after 5-6 weeks and multiple emails told it wasn’t packed because it wasn’t in stock. Told me I’d be refunded in 7-10 business days. Still waiting 3 weeks later.

Placed an order about a month about. Called/ messaged Kiehls numerous times and each person says a different thing. Seems like they are blaming UPS for the delay, would not provide a refund or replacement. I'm reading online that it is a very common issue. Not ordering from them ever again.

What has happened to this company. I made an online order in August for the 3 for 2 promotion. I kept emailing asking for status update on the order, and still after 7 weeks received nothing, despite emailing 6 times. Eventually they cancelled my order and didn't give me my money back. They said the stock wasn't available, which is a lie, because its still available online and you can order it. The store refused to help or offer to fulfil the order despite having the items in stock. I would have to pay full price for each item. If I wanted the items I have to order again online but not get the 3 for 2. So they didn’t deliver, took 2 months to cancel my order, longer to refund it and always had the items in stock. I searched online and can see A LOT of similar complaints, all being hidden by their social media team. Very distrustful, and did nothing to correct it other than keep saying they will provide my feedback to the relevant department. Very vanilla responses and clearly don't care about their customers. Whoever is leading their customer service team and or marketing team need to step up. Stop emailing and serving display ads to people for products they ordered that you are not fulfilling. Despite being loyal for 20yrs, the poor management across their D2C operations is terrible. I am now no longer supporting the business, and will use Murad and Dermalogica instead. Terrible service.

I received what eventually turned out to be a fraudulent email supposedly from this company regarding a declined payment for their products. After some correspondence, the matter has quickly been resolved. Whilst I can't comment on this company's products, their support and customer services were prompt and first rate in dealing with this issue.

I’ve been purchasing from the Kiehl’s online mail order services for more than a decade. Unfortunately, the quality of their service has decreased significantly over the last two years. My most recent order was a mixed experience. The good: my order arrived complete and the sale prices were good. The bad: whereas I use to routinely receive shipments a few days after placing my order, this time it took about two weeks. The tracking info was never input or updated (beyond a confusing tracking number with no shipping service identified) so I never knew when to expect the shipment. It just showed up at my door. The box was haphazardly packed with the items rolling around loose inside and the box looked like it was used as a booster seat for a chubby boy. Although the box was marked with instructions to open a specified side, the products were all upside down. Fortunately nothing leaked or was broken. I contacted customer service about a week after placing the order to confirm its status. Theyreplied promptly but offered little help. I was given a range of dates for processing and another range of dates for shipping that added up to a maximum of two weeks. I was told that the item was shipped via UPS, but it was actually UPS Mail Innovations, with USPS handling the final delivery. Either way, the provided tracking number never was updated as received, shipped, etc. Another recurring annoyance is that whenever they have a sale, many sale items are not in stock. The biggest part of the problem seems to be that their order fulfillment/shipping warehouse facilities have moved from the northeast to Mississippi. I consistently find that any shipment originating from south of the Mason Dixon line and east of Texas rarely gets scanned by UPS and USPS so tracking is nonexistent. When it is tracked, the journey seems to involve confusing handoffs back and forth through the most indirect route imaginable. I doubt I will ever use Kiehl’s mail order services again and I highly recommend picking up orders in store if that is convenient.