Customer ReviewsforKiehl's

Poor customer service.Placed order. Waited 10 days, not shipped. I send email inquiring - they basically say apologies, wait another 5-7 days it was busySure. I even wait another 2 weeks. No update, no tracking number. I email again, they say sorry, we can refund you. I agree. No answer for another week. I email again and finally get a refund.Bottom line their customer service just *****. I feel ***** posting this but also feel like a company of this stature needs to have *some sembalnce* of customer service. After reading other reviews- Im not surprised. The products are decent but I wont be shopping here anymore.

Extremely poor customer service. Ordered a product and noticed it auto populated to my old address. I immediately (within seconds of placing the order) called customer service. They told me my order could not be modified or cancelled even though the product had not shipped.I am out $100 and will never do business with Kiehl's again.

Abysmal customer service, both online and in-store.I purchased a little over $100 of items online, 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 Kiehl's 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 loyal Kiehl's customer for more that 25 years and I will never buy a product from them again since their customer service is so poor.

I ordered a gift card on Dec. 23, 2022 to be delivered by Christmas. Six calls later and a lot of waisted time on hold and listening to the the reps spouting company line, still no gift card. It is now Jan. 5, 2023. I have been told that I need to be patient. I requested that the gift card be cancelled and was told each time that its processing! To add insult to injury, I was sent two promo codes that didnt work and required an additional purchase. Very frustrating!

Don’t expect to receive anything you buy. If you have a poor experience i recommend to report to BBB This is The worst customer service I’ve experienced from a professional company. My order didn’t arrive. The Website states it was shipped with ups, the tracking number is invalid. when I click on the tracking number on my order it redirects to UPS. The FAQS in the kiehls website even stated shipping is UPS. I Contacted customer service they state shipping was done through a service called deliver-it. I look up the company, they have a closed ******** account listed on their website and no working phone numbers.. on the website it states they attempted to deliver the package 3 days ago. The ring camera shows no attempted delivery. I don’t understand why this company is delivering when the kiehls website and my order states shipping would be UPS. customer service states they shipped using Deliver IT. The company doesn’t have customer service, a working phone number or any manner to talk to someone. only an email fill out form that when is clicked send it states error. there’s no insurance for this package I’m unable to put in a claim there’s nothing on this site, Kiehls refuses to take responsibility tells me To contact deliver it which is impossible. The company seems illegitimate. I ordered through the Black Friday promotions so I can’t even buy the same things in store for the same promotions or price. Kiehls takes no responsibility of falsely stating they ship with ups, when they didn’t. They Won’t assist in any matter. Like had given the opportunity I would go pick up my package or even pay again to get my package from the store for the same products for the price I had. Now I’m lost of the products, plus the money. I advise you not to buy online since there’s no guarantee you will get your product or a refund and customer service will not help. I have no faith in this company.

I purchased $300 of skincare products that I used twice and developed an allergic reaction to. My eyes were almost swollen shut and my entire face was red and itchy, and I had to go to the Urgent Doc for a steroid shot just to help with the inflammation. This, in itself, was not the problem. I contacted Kiehl's, provided them with all the product information they requested, and they told me that I would hear from someone who could assist me in the next steps. The problem is, that six days later, and five different Kiehl's representatives later, I have been told someone from the ***************** would contact me to resolve this issue and process my refund. Of course that has yet to happen and not one single person that I speak to can actually help me or put me through to the department or individual who can process the refund. I call every day to be told that someone will contact me the next day. I guess they are just planning to keep my $300 and leave me with products that I cannot use. The is by far the worst customer service experience I have ever had, with any company, for any product. This is no way to treat people.

The same with everybody: Placed an order online at Kiehl's. After the order had been placed I noticed the order was being shipped to my old address. Called Kiehl's to explain what happened and was told NOTHING could be done... The same same experience. I will call my credit card bank, and the bank will definitely take care of the charges, as I have emails to substantiate my claims. Kiehl's, *** *****

Their online shopping system is terrible.I used same payment method but suddenly my order is canceled without any notice.This is all they say " We do apologize you did not receive a email that your order was cancelled the emails can take up to 72 business days to generate and can also be sent to your spam or junk depending on your email carrier. Again we truly apologize that your order was did not go through. We ask that you please try a different method of payment or visit a local Kiehl's store to place a order at this time" 72 business days? they are living in 2022? or ****?

Placed an order online at Kiehl's ******. After the order had been placed I noticed the order was being shipped to my old address (I moved and even though I had updated my address in their system it saved my previous address as the shipping address). Called Kiehl's to explain what happened and was told NOTHING could be done. The address could not be changed and the order could not be canceled even though it was placed less than 5 mins ago. I was stunned. Asked to escalate the matter to someone and was told it wouldn't matter as there is nothing a supervisor could do. Then told if the order isn't received back from the old address I am out the money and it's not their issue. I am a Kiehl's Black Diamond member however that will be my last order ever with that company.

horrible place to buy any products, first time I have purchased a product from this company and last, i was super excited to try them and did not get my product, i called them and they refuse to send me product or refund because zipcode was wrong, will never buy from here again, I work hard for my money and they dont care about customers