Kiehl'sReviews of kiehls.com

I placed an order on Kiehl’s website today and redeemed my $40 voucher for the purchase. During payment, there was a technical problem and the payment was cancelled. When I tried to choose another payment method, I found that my order had already been cancelled and my cart emptied. When I attempted to place a new order, I realised my $40 voucher had disappeared. I contacted live chat and spoke with Tyler, who confirmed the order was cancelled due to unprocessed payment, and that the voucher would be returned only after 24 hours. I understand the order being cancelled — that’s fine — but making customers wait 24 hours to get their voucher back is unreasonable. Because of this, I cannot place my order today and will miss timely delivery, all due to an inflexible and outdated system. Very disappointing experience from a brand like Kiehl’s. This could be easily fixed if they had an instant voucher return process instead of making loyal customers wait unnecessarily.

Ordered items on August 1st with an expected received by date of August 8th. Kiehl's online and shipping process has sunk below grade. Customer service rep is telling me what I already know that the package has not arrived, Hello, that's why I called. Please people, just buy Kiehl's if you must from Sephora, Amazon, Ulta anywhere but Kiehl's online and get your order same day or 2 days. No other company has these problems with shipping like this and the disatrous customer service. This company needs a damn overhaul. They have lost a customer.

Long time Kiehls customer, but Loreal has absolutely destroyed this beloved brand. About 50% of the time, packages just never ship. They get lost in some sort of shipping limbo with no movement whatsoever. Contacted chat per usual and told must wait 8 biz days before they'll do anything. Posted a review on their site expressing dissatisfaction with continuous shipping issues and they responded to call in with a case #. I call, wait on the line and all the other BS associated with dealing with a crappy support line only to be told I still have to wait. Asked to speak to a supervisor for wasting yet more of my time and denied. Now I am 100% done with Kiehls.

I recently ordered $246 dollars worth of Kiehls products and the promotion available at the time was not added to my order so I returned it. Kiehls advise on their customer service info that a full refund will be fulfilled within 14 working days, after 27 days I have yet to receive a refund . I received a notification on June 13th from Australian Post to notify me that my order had been delivered to Kiehls. It is now July 22nd, and I have yet to receive a refund. I contacted Kiehls terrible online customer service on July 20th and have yet to receive a response. Overall my experience with Kiehls has been extremely negative and I would not order online from the company again and I wouldn’t advise anyone to order online from them. Their customer service online is slow to respond and extremely unhelpful.

This is the 3rd time I’ve run into this issue of my order being returned by the courier for “delivery issues”. Never receive any notice from the courier of attempted delivery, tracking information never updates, when reaching out to customer service, hit with the generic so sorry you have to wait for it to be returned to the warehouses and refunded for us to be able to reorder the product. Waste of time and a joke.

Shocking! weeks of waiting for the product that’s not going to be delivered. promised to refund in 10 days but still NO REFUND! such a waste time to order online.. please avoid Kiehl’s online website!!!!!

Disappointed with Delivery Experience from Kiehl’s I placed my lotion order on June 23rd and only received it on July 7th 2025. The website did not mention the expected delivery timeframe, so I assumed—based on other suppliers who usually deliver within a day—that it would arrive quickly. Unfortunately, that was not the case. There was no proactive email or tracking update from the company. I had to follow up myself to learn the status of the order, and after several back-and-forth emails, I was informed that it would take longer than expected. This delay was disappointing, especially since similar Kiehl’s products I ordered through Amazon and Sephora were shipped and delivered within a day. I’m sharing this review for those who might need their products quickly—consider ordering through Amazon, Sephora, or visiting a physical store instead. As for the product itself, I’m still in the testing phase, so I can’t comment much on its effectiveness yet. The customer service team was not helpful in expediting the delivery, and the complimentary samples do not compensate for the long wait. Overall, the delivery experience through Kiehl’s official website has been the poorest I’ve encountered, and I would not recommend using their site for online purchases. Thanks, and I hope this helps others make an informed decision.

I made an online purchase on kiehls.ae and completed the payment. However, I never received an order confirmation, and the goods were not delivered. Two days after the expected delivery date, I contacted customer service for the first time. They admitted they were unable to deliver the order and promised a refund within 48 hours, along with an email confirmation—which I never received. I contacted customer service again 72 hours later. This time, I was told they had never received the payment and that I should reach out to my bank. Once again, they promised to send an email confirmation, which I also never received. That same day, I submitted a written complaint through the website’s contact form. I received no response. Four days later, I followed up by sending an email to the e-mail address indicated at the site, but I have still received no reply at all. Be very cautious when ordering from this website. Based on my experience, it operates in a way that resembles a scam.