Kiehl's

I'm not even sure where to begin, except to say that there is something illegal happening with their online business. I received a box with 3 samples instead of the expensive kit (and 6 samples) I ordered a month before Christmas. Several emails and phone calls later, I get the kit (without samples) AFTER the holidays (having been assured I would get it on time.) I had to re-buy the product at the store and then return the box I received from online. They credited my card exactly HALF refunded! Unbelievable. They are crooks.

It had been perfect to shop online until an order on 12/02/2013. My order has been cancelled by Kiehl's reasons by now. What is worse, while I was talking to one of the customer service, she suddenly hanged up the phone. It was terrible. If it was a mistake, she can call back to me because I had provided my email address and home address already. But, yes, of course, no call back yet. Really terrible representative.

No shipping confirmation after a week for two orders. Called them and the lady hung up on me when I asked her to look at two orders. I am so frustrated. No answers or explanation either. She recommended cancelling my order and "going to a store" - can't do that when I'm ordering for a friend as a gift!

I got email that my order was processed. Waited 2 days, contacted customer's service over their chat. They said that all is OK, usually order shipped within 2 days. Never received any updates after 2 more days. Contacted customer service after 4 total days again. They did "research" and informed me that my order never come through and needed to be re-placed.

Ditto all the bad reviews on the website. Spent 30 minutes trying to place an order with a gift card. Order never went through. Tried to leave a comment on the Live chat function, was unable to do so and of course, they are closed after hours. Sent email to the address that sent the gift card, we'll see what kind of response we get.

I ordered during their cyber Monday sale. Received only 6 out of 14 items I ordered. I called them and they said they are out of the other items. They refused to refund my money for the 8 missing items. So, I returned all the products and requested a full refund (which customer service said would be no problem). It's been almost a month and still no refund. Horrible service! Do not trust ordering from their website. They have no concept of inventory management.

I placed my order and got charged on April 1st, but never received my item! I tried calling numerous times, but no answer. I've been on hold for over an hour. This is really disappointing... I still haven't received any email correspondence.

I got a birthday promo from Kiehls where I can redeem it online or in store. It says in the email (which I'm keeping as proof!) that it's good until August 4,2022 (today is July 28,2022). I tried making purchase online today and redeem the "gift," then the nightmare began. I was told the promo expired July 20, so I need a new promo code. I was given a new promo code that "didn't work" with my orders. So tried removing my original orders and put it new ones just to see. Nope, the code doesn't work. I was told multiple times to wait for the supervisor but supervisor never came. Kiehls/Loreal is too big, too rich. Doesn't give a damn about customer care. I would have put a rating of zero if that's possible.

Last order placed on Kiehls.com was 3 years ago. Never worked again after that. I have emailed, called, and spoke to multiple customer service representative. They either blamed it on my card or my bank. Extremely unhelpful

Spent hundreds for lousiest over priced products and customer service. At 66 street Columbus ave store, I buy most of my skin care needs. Enough, I will never enter the store again. The place is cold and nasty. Minimum wage, part time sales people with bad attitude.

Tried to purchased something for the last 3 weeks used 3 different credit cards, 1 bank acct, and 1 paypal method... all methods were rejected... contacted kiehl's customer service and they asked me to give them my CC which i felt uncomfortable doing so

Purchased online for the past 5 years no problem. Earlier this year their website rejected all my credit cards. I contacted them in February about this issue, they said they'd look into it. On March 30 I pinged them again to see if there was an update and they just replied with a candid sorry we're looking into it... please feel free to go to one of our stores. What century are we living in? If I wanted to go to a store to purchase something I wouldn't endure the online hassle being imposed on me.

It made me feel much better to find this website and to realize that I am not alone in having been treated terribly by the customer service team at Kiehl's. The website also refused to accept any of my (in good standing) credit cards and yes, after waiting 2 weeks for a "credit review" was told that I would have to go into a store to make my purchases. I was not given any explanation, or any path towards resolution. Their attitude shifted from being helpful when I was "under review" to being obstreperous once I'd been rejected--even though I know I have excellent credit. They wouldn't provide any information whatsoever. I felt blacklisted and really turned off of the brand. And would be curious to know how these "rejections" are skewing--who is making this judgement, and why? Oh, and I've been a repeat (website!) customer in the past and have a rewards account with them.

Im really sick of them, I tired buying from them once, after that it won't let me buy again, doesn't matter how many credits cards I've tried. My credit cards billing address are the same with my ex, even my ex couldnt help me ordering from them, because he's address on Black list too, so i ask my friend to use his address and credit card, it went through, this is ridiculous. Stupid live chat service, takes 2weeks to email with no solution. $#*! you service, i like using theirs skin care, this is why i insisted asked my friend for helping, but theirs system is stupid, and terrible! I don't understand why they cant just tell people you cant buy it

I received an incomplete order although the packing slip said it was all there. I have emailed customer service several times with no response. I have waited on the phone on hold twice for over an hour each time and no one ever answers.

Kiehl's products are ok. But the web is so bad. There is no cancel order option. I made a mistake for my order. I can't cancel even they ship my item after 3 days. I want to return
I need pay the shipping fee and also need around 10 days process. And also I only can get the gift card. Never buy Kiehl's online

The customer service is terrible but for expensive products, this is just not acceptable. I gave feedback and a review and was given the following response. Typical automated replies from Kiehls customer service. After decades of loyalty to products that actually worked, I can't continue to support a company that does not care about its customer experience!

Worst service I've ever Experienced
I ordered a product on the 6th December with 1 other and a presentation box for Xmas. The present was opened and the item was missing to my embarrassment. I chased it up and was promised an express delivery was sent on the 24th. I'm still waiting for the replacement and am being side swerved by the administrator with regards to my questions. No offer of goodwill has been mentioned for the total debacle. There is no complaints department either and the only option to complain is to the said culprit. No chance to speak to someone in charge and move things forward. 1st time customer and most certainly. Never again.

I returned a product that made my skin break out. I did order it online and happened to be near a store that said they would gladly make the return and it would take a few days to get my refund. I did that on 10/25/22 and I'm still waiting for the refund. I have contacted customer service 3 times and they keep saying they have credited my account. It's been too many days to get my bank involved. I will not buy products from them again.

This website is buggy. I regularly have problems submitting orders with little feedback other than "Your order could not be submitted. Please review your payment settings and try again. Thank you for your patience!" This error happens unpredictably & without warning; some days I can submit an order no problem, other times I have to wait weeks to retry the order. I confirmed my payment & billing info is correct (I use Paypal) & every time I have contacted technical support they have stonewalled & asserted there is no problem with the site & the issue must be with my card. At this point I am ready to give up on the website & just order my Kiehl's products thru Ulta.

I just simply recommend you to go to their actual store, not online shopping. I set up my auto replenishment order few years ago. I moved. My billing address changed. So I updated the information with my account. But they stopped shipping the items. But it was ok. The worst part start with their customer service, when I called customer service. I ordered with the representative to resume my auto shipping. I thought. But she failed to order. I called again. And she found that there was no such an order was placed. She finally placed an order after putting me on long hold. But I still have not received any confirmation email yet. Hello, Kiehl's? What is so difficult for you to process one easy order.

Guest in front of me cld not complete purchase because was over $1,000. After waiting 30 mins watching this fiasco I finally walked out. I called another store & was told per customer limit of $1,000 - wait for it… PER MONTH! OMG! This is insane! I'm speechless - a retailer that doesn't want to make money on basis, I'm told, because we could resell it… above retail $!? If I didn't hear it from another store & 800 # I'd think employee didn't know what doing! But this is their policy citing people could resell. WHAT are they talking about!? Deal with internal issues as needed but limiting every customer to $1k PER MONTH,, no wonder 1/2 stores closed down. Bizarre.

I'm using Rare Earth Deep Pore Cleansing Mask and it really makes my skin cleaner. Pores pores are less noticeable and clean. Recommend after this mask use moisturizing cream that fits your skin type. А large jar is enough for long use (I use one for about a year).