Kiehl's

Just had a really bad shopping experience with Kiehl's. Ordered something on Boxing Day and waited over two weeks. Then, out of nowhere, they emailed me saying, 'Sorry, your order's canceled. The product's not available.' They blamed it on their system update, saying they only realized they were out of stock when they were about to ship my order. Seriously? It's ridiculous! They held onto my money for two weeks and then told me they didn't even have the product. Super frustrating and a total waste of time.

Their Customer Service SUCKS. I've called 5 times to resolve an issue with my on-line order, each time I've been promised a resolution to my issue but nothing happens. This has been going on since November 4th. I've even called and asked for a Supervisor, who of course was not available and has not called me back. The main problem as I see it is that their call center is off-shore and their agents (as nice as they are and as much as they try to be sympathetic), are not empowered to do anything to actually resolve the issue. That's a problem.

I've been using these products since 2013. The delay in my order required me to find an alternative product, which is actually better and cheaper.

Kiehls has some of my favorite skincare, but I don't like buying their products online. I recommend shopping in store, I've never had problems there! Watch my attached video for more details about my experience with Kiehls.

I received the package short of 2 creams and provided all the photos and screenshots about the package. However the service team still reject to re-deliver or refund me without providing any evidence to approve their delivering in full, just told me they contacted the warehouse team to confirm they had delivered in full. Come on! Thieves don't confess to stealing voluntarily OK? I am so upset and disappointed about it, I will NEVER buy Kiehl's product again!

I order a gift for Christmas, paid twice and didn't accept payment (made other payments same day so card shouldn't be an issue) pay again, get the confirmation email just to find out 4 days before Christmas the order was canceled… no email no nothing didn't even refund me yet. Terrible ecommerce experience do not buy

So I can buy a 5.0 fl oz kiehls hand salve In the Millennium mall florida for 22.00 regular price.
I thought this time I would save the drive and order direct from kiehls on line.
Well they put the cmscrew to you.
They are 64.00 1 tube same size.
Has a special now of bogo 32.00 and Sent me a 15%coupon.
But what they don't tell you is you can't have both special and use coupon at same time.
Now order Has Not shipped but can't cancel it.

So screw me once but never again will I buy from them or their products.

Gift card system online doesn't work! I have spent about 2.5 hours calling customer service multiple times and using their online chat, only to be hung up on, disconnected, given the ring around, and at best told there is nothing they can do. This is real money that Kiehl's will not help me use!

My family bought me $100 gift card, now I have to go back to them embarrassed, after having WASTED HOURS of my life, to tell them that the card doesn't work. Kiehl's virtually has no customer service available who can actually help customers... I am also a long time customer and spend about $500 a year on their products, I would expect much much better from a high-end company like this. I suspect, when they got bought out by Lancome, everything went to $#*!; it certainly isn't the same customer experience, and now I wonder if they are cheaping out on their products as well...?

Like many reviewers have said here, their online store keeps rejecting credit card payments without any sound reasons. It took me two weeks to go through all the frustration others have experienced, from being rejected multiple times with multiple valid cards, customer service agent failing to provide any explanation, lame email contacts, to, finally, a message telling me that there is no way I can pay online and the only solution is to find a local store [read: we don't really care]... I guess I won't be able to buy any of their products online in the rest of my life! I wonder if there is any socioeconomic pattern among all customers who are being rejected by Kiehl's? Could there be any racial or geographical profiling involved?

The most horrific customer service on the "chat" on their site. Stay far away from it. Inquired about a product that was not working efficiently and was met with no help, vague answers, was met w/ accusatory remarks, rude statements, it was basically a nightmare. For a high end product that we have been using for 20 plus years, one would think they would hire better staff to accommodate online "e commerce" chat. This is the WORST reflection of their company. Something has to be done. Good people spend money on their products and Kiehl's out-sources some second rate horrifying "online support team" that treats the consumers with such deplorable behavior. Consumers be warned. The online chat is a HUGE joke.

I loved their products, but their are plenty of other good ones out there. Very frustrating check out system. In a world where everything is online, how do they not maintain their website?!

Their "Live Chat" doesn't seem to be working either.

I have been a Kiehl's customer for over 30 years. And they delivered my order to wrong address by using delivery -IT and all day do is just a refund to your account. They have a faulty system where you don't get e-mail nor text when your order arrives. This is unacceptable and ruined my wife's surprise BD gift. I will not ever use online order again. I may not even buy their products- all they offered tor this debacle was $10 off coupon for online order. No supervisor would talk to me about this frustration. Stay away from online order and just go to their retail stores.

Trying to place an order online but I'm getting stuck at the final checkout step... tried different cards, different browser, even tried using phone. Nothing works. They try so hard with their email promotion yet when you try to shop with them they reject your money... i mean... hmm

I hate giving even one star as it adds to their rating. My experience w this company has been the worst ever. After buying over $400 worth of products, discovering half of them are just made-up ingredients, super overpriced. Their customer service and billing are also quite dishonest, they charged my card twice for the same order, and it took over a month of calling and asking them to remove it before they finally agreed.
I tried buying from them twice, never again. The second time, during their sale, I kept getting a billing error, for a card I use everyday. I kept getting this error until the sale was over, then miraculously, I was able to place the order! Why have sales if you want to cheat people this way.
Won't shop here again, customer service is of zero help

I agree with some of the reviews here. The customer service is not that great; I ordered my product at the beginning of the month Dec 1 and as of today my order still shows as new. Its impressive how something that says in stock and ships within 1-2 business days is still not shipped. After this encounter I would not order online again. When you call customer service they really do not give you a good answer. Its always "we got too many orders for the holidays and its tough to keep up". I just don't buy the info they give me. They cant even give you an estimate of when the package will ship out.
Honestly don't waste your time and order online. If you can go to the store; or wait maybe a month to get your products.

I have been ordering their products for a couple of years. I just ordered 3 men's soap bars and the wrong ones came. No big deal. Boy was I wrong. They wanted to me to return the ones I got BUT I HAD TO PAY SHIPPING! They are incredibly petty. At $20 a bar I expected something a little more professional. They also offer "promotions". When you go to access the promotion (and save let's say $3 a soap bar), they don't include shipping so the savings is a joke.

I will not use them again. I was actually shocked.

I've been shopping from Kiehl's for 24 years and for the first time ever, I reached out to their customer service this evening. The rep was polite, but 100% unwilling to help. The issue at hand was EIGHT DOLLARS and instead off offering a credit or something, the rep copied and pasted the terms and conditions into the chat and added that orders can not be modified once placed. Really….you're gonna lose a 24 year customer over 8 bucks? This was probably the worst customer service I've received in quite some time….not at all what I'd expect from Kiehl's. Perhaps I just had a bad rep, but I'm gone for good.

I order from there site my bank card didn't work I had to do it 3 times for it to work then woke up this morning to my ordered cancelled but I called customer service and they said the transfer will come in 7 days as I'm stressed because I spent $200 on there products and now ready these reviews! And she said to just place another order so I'm not after reading these reviews! Do they give your money back?

I returned a package using their return label only to be told the never received the return. And they insisted I provide them with a tracking number. Their return label was for US mail and did not contain any tracking number. Unless you're prepared to lose money don't buy anything from this company. Their customer service department makes AT&T look good. I would give them 0 stars if possible

I ordered a egift card on Sunday to be delivered the same day. Today is Thursday and it has not arrived. I'm told there's an issue sending email but only because I called to find out what happened to it. I have not received any communication from Kiehl's about the problem. I asked to cancel the order and they say that I can't. So I'm stuck with no egift card and no way to get my money back. I've been asked to wait a few more days. I have an order number, a case number and the original email saying the egift card "shipped" but nothing else.

This brand of body care and skin care products is of the highest quality. Site offers easy browsing of products as well as three complimentary samples of their products with each order. If you register, you will also get periodic emails (about once a week) about special deals, free shipping offers, and other sales. Highly recommend.

I think some of the products are great but they have the worst return policy. I purchased products online and they told me I have to mail them back and pay for shipping for which they don't reimburse. There is a Kiehl's store minutes from where I live, a stand alone store, not in a department store, and they told me if I returned it there, they would only issue a store credit. Are you f*&%ing kidding me? Makes no sense. I hung up on customer service and proceeded to write a note on the receipt I packed with my items about how phenomenally $#*!ty their return policy is and that I will not be buying from them again.

I love their products. I love that they consistently have free shipping on orders over $50, that's a good number to work with on their stuff.
They have the best face care. Hands down. It's always on time. Always correct. And the samples always keep me in trying something new.
So awesome.

Our order was some how either lost or stolen off our porch and we had called customer service to try and help 2 separate times with absolutely no luck. And the third time we "live chatted" to ask for help yet again was with Rizelle and she immediately satisfied us and did everything she could to leave us as happy customers. We received a full refund for the missing order from Rizelle. Just super suprised the first two ladies that had helped us didn't offer this refund.