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Business Profile

Online Retailer

Kiehl's Since 1851

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/19/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Abysmal customer service, both online and in-store.I purchased a little over $100 of items online on 6/19/23, to pick up in the store. Three hours later, the order wasn't in the store (I had stopped by since it was my lunch hour), and the sales associate was unhelpful to the point of insolence. When I asked if it would arrive the next day, he shrugged and said "maybe", which didn't inspire confidence. Lo and behold, this morning I receive an email that my order was cancelled. My card was charged, and I see the charge on my bank statement. I call customer service to ask why the order was cancelled, and the customer service representative made a lot of illogical excuses: she said that maybe there was something wrong with the card (then how could it have been charged), then she said that maybe the two items were out of stock (couldn't she confirm this definitively? and why did ******* charge me for items that they do not have?), and then she said that I should just order the items again (why would I do this when she can't even tell me what happened with this order, nor if the items are even in stock?). Of course, if I were to order the items again, they would no longer be on sale. The least she could have done was issue a rain check, and honored the sale price when the items were back in stock.Then she became so flustered that she was simply babbling incomprehensible nonsense. When I asked her to repeat herself, she just hung up on me. I just checked the website, and there is no indication that the two items are out of stock. Was this a bait and switch? I am out of the money that I paid, and have no idea how I can obtain a refund at this point.I was a ************************* customer for more that 25 years and I will never buy a product from them again since their customer service is so poor.

  • Initial Complaint

    Date:01/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/21/22 I purchased (2) $1`00 e-gift cards from their website. I have called, emailed and chatted with them. As of today, 1/3/23 I have not received the gift cards and keep getting the run around as to why they have not been emailed to me. They are e-gift cards. No mailing necessary, I am simply waiting on an email. Christmas was a bust this year thanks to this company. To add insult to injury, they refuse to refund my money so I can just give cash to the intended recipients. At this point I am not expecting a gift card, I think this company does not intend to send them. They have taken my money and did not provide a product. I want my money back.

  • Initial Complaint

    Date:12/29/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/21 I purchased an e gift card for $100 as a Christmas present to give to a friend. The website said to allow two business days for them to process my e gift card which involves them sending me an email. Every other company sends these automatically. It is now 8 days and four phone calls past the promised precessing time. I ended up buying a gift card from another company so I could give my friend a gift. My complaint is that I asked the supervisor to cancel my order on two different occasions since it has not been processed or delivered and she said that Kiehls policy does not allow gift card orders to be cancelled once placed. So essentially I am bound to pay Kiehls $100 for a gift card I no longer have any use for whenever they get around to processing it and sending it to me. I have not been charged, so there is no refund to be issued. I want to know I will not be liable for that charge when they decide to send an eCard.

Kiehl's Since 1851 is NOT a BBB Accredited Business.

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