Kiehl'sReviews of kiehls.com

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 placed my order 14 days ago and it has been "in transit" for 12 days and UPS tracking has said "UPS Delivery Partner Exception" for the past 7 days. Upon contacting Kiehls via chat and phone I have been advised I have to wait for a refund and can not get a replacement. Latest is I need to wait another 5 days and then can contact customer service to request a refund. Who knows how long that will take! Worst experience ever buying something. Kiehls is now dead to me.

I have placed several orders where your promotion advertises free gifts for purchases over $120. However, in most cases, the promotional item is not included, with the explanation that it is out of stock. I understand that stock can run out, but continuing to advertise the offer when the item is unavailable feels misleading and borders on false advertising. This has happened to me multiple times now. As a result, I will no longer be purchasing this product. The experience feels like a scam, and the level of customer service has been very disappointing.

Kiehl’s Australia’s online store is a complete rip off. I placed a $160 order over a week ago and it has never even left their warehouse. Customer service has been useless, unhelpful and unable to provide any estimated shipping dates or delivery times. They refuse to cancel or refund, leaving you with no products and no money back. Do yourself a favour and avoid this brand. There are plenty of other skincare companies with products just as good and far more trustworthy.

Kiehl’s Australia’s online shop is nothing but a big scam. I placed $250order more than 2 weeks ago, it never left their warehouse, the customer service is terrible and unhelpful. They refuse to cancel and refund but also don’t send you the products. Stay away from this brand, no matter how good some of their products claim to be, there are many other comparable brands out there.

This is a very good product but very bad service and staff. After they make their promotion the buy 2 get 1 free last August 24,2025. This morning i received my box but inside is the sample and my real order is not there. I make a report right away but they said will investigate but none of them get back to me so i decided to call their 0800 no. And tge staff who answer my calls is very rude and not helpful. She said she can’t send my order she will just refund me that’s all i ask her why she said that the system said and she was laughing. I told her it’s very unacceptable but she don’t care.