Kiehl's

I recently spent $134 for a eye cream and face cream, and while expensive, thought their 5 peice bonus offer for purchases over $120 would make it worthwhile. On the website, I was offered additional testers - Great! When I accepted this I was prompted to remove an offer, in order to make the sale.
When I noticed the 5 peice bonus offer was removed, they refused to add this despite me emailing them immediately. They refused to provide the bonus offer and refused to cancel the order. In order to make a return, I would have had to pay another $20.00, so or decided to keep the products, which are at best Supermarket quality. Paypal were hopeless as it appears they now only use computers or people in overseas call centres.
The online experience is fraught with problems. I will never use Kheils again!

3 weeks ago I should have received my parcel!

It has been delivered to a wrong address during the middle of LOCKDOWN!

We are now in TIER 3!

We are currently not allowed in the offices, we are being told to work from home!

Kiehl's are recommending that I travel to an unknown building, to try and find my parcel that was delivered to the wrong address?!?! Have I got that right?!?!

How in any shape or form is that good practice?! Good customer service?! SAFE ADVICE?!

I spoke with a representative today to order Kiehl's antiperspirant she quoted the price at $16 but stated that I could not do it on the phone. I had to do it online. Online stated that it was $20 I had been trying for the last 45 minutes to get the correct price and could not get a response so I decided to go ahead and order and now it has gone up to $22. What is the price and what is going on with the increase in such a short time frame

Tried using my gift card and the order didn't go through. My gift card was depleted and no order was made, and after a month of going back and forth with customer service still my card hasn't been replenished. This company sucks. Stay away. Their over priced products aren't worth the hassle.

Awful experience as a first time customer. I placed an order on June 11th and no updates on my account for days! I contacted them yesterday and was told that the item has not shipped yet and it will be in 5-7 business days. Today my account shows delivered June 14th!

Contacted them today and I was told "We are having issues with the shipping confirmations as well as our system not being updated on our end as well, we really apologize for the confusion"

Now I have to wait for Canada post investigation and we all know how Canada post operates.

Kiehl's, this is regarding order KCA_*******. You turned a first time customer to a last time one.

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Placed an order online at Kiehl's Canada. 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.

I'm a black member and have been using Kiehl's for ages. Obviously with Covid, I can't go to the stores in NYC like usual. So I'm trying to buy online. The website has rejected FOUR of my credit cards. I even double checked my credit cards to make sure it wasn't an issue on my end. Then I called the darn 1800 number and had the SAME problem. It's not on my end, but it's like Kiehls has blocked me. I had to buy product on Saks.com. Too bad for Kiehl's because I spent $500. But frustrating!

I bought on purpose cremes for a high amount so that I could benefit from the special offer of additional beauty bag and cremes. Unfortunately I never received the gift bag. When I enquired I was told that I had not entered a particular code. Kiehl's refused to send me the gift, I could have send the whole order back to Kiehls and ordered it once again with the code just to receive the gift bag. This would have meant more CO2 footprint, which for a company like Kiehl's, that pride themselves on lowering their impact on environment, is a contradiction of their company policy. Rather surprising. Would not recommend this company.

Two weeks after ordering and paying, received order cancelation. Wrote email explaining what happened. They gave a promo code to apply, it never worked. Wrote email, they suggested to buy first and they will aply credit in two days. Three weeks later after 3 emails, and repeating promises, they suggested to call them instead. Two hours waiting on the phone, spoke to two agents, they promised resolution. Nothing in sight... Opened a dispute with credit card... DON'T BUY ON LINE! THEY ARE THE WORST!

I ordered from Kiehls, product wasn't delivered in 4 weeks, I called customer service, they said, sorry, your order was cancelled. I checked my credit card, they billed me. I called my credit card company and they credited my account. Then Kiehls somehow produced a receipt that the item was delivered. Well, it wasn't delivered to me. Porch pirate, maybe. Went to another address, maybe. Was never sent? But I can't get a credit because my credit card company says Kiehls produced a delivery receipt. So I am now out of almost $90 for something I never got! This is garbage. I have no receipt because I never received the product! I complained to Kiehls, they do NOT care.

I use Kiehl's lipbalm religiously - it's mild and moisturizes better than Chapstick or any other commercial brands. I keep tubs of it in various hotspots at home and in my car. When I get close to running out, I hop on kiehls.com and order myself a couple more.

I cancelled my order over the phone.
However, I don't get money back more than 20days. ( I even didn't receive product either)
I called customer care several times and all they explained to me is " I'll escalate your refund process " and nothing happens.
I also sent few email to customer care service but no reply.
Last time when I ordered on line, i didn't receive all products I should receive. So I sent email no reply back to then.
I don't understand why I still don't get money back after 20 days.

I NEVER EVER SEEN this BAD CUSTOMER SERVICE in my life.

I won't buy anything anymore from this company.
I'm very disappointed.

Got 2 products online. When received, one was with box torn and the other with the bottle cap broken. I have written twice to them but till today there is no reply. Totally unprofessional. Stay away!

What is the point of sending me 'rewards' and offers and coupon codes if the website never accepts any payment? Customer service is non-existent once the rep finds the same result doing it for you over the phone. All I get is a form letter weeks later that says basically, 'yeah, that didn't work'. My solution may be a consumer complaint to my state AG. And, to start using other products who understand e-commerce. So relieved to hear so many similar experiences--customer service assured me it was only me. Ha!

Surprise, surprise, I wrote a long note through Kiehl's own 'email us' portal, and it bounced back WEBMASTER NOT FOUND. Astounding. Maybe there really isn't any IT help.

My last update: I decided to purchase these products at my department store cosmetic counter. The only thing they won't honor is giving me rewards points with purchase. But they'll honor all coupons/sales/promotional offers. The people at the store even said they hear the customer service is terrible, and that the parent company, L'Oreal, is too big to care.

I have been a loyal customers for the company since 2013. Last week, due to some online ordering issues, I wrote emails to their Customer Service. However, throught emails back and forth, they only said "We recommend you to go to the nearest stores" But that was a Online ordering issues not the issues for product itself. They did not even try to listen. The Customer Service just wanted to avoid issues that I have instead of trying to solve. WORST CUSTOMER SERVICE. I am done with the Brand and will go for the other brands. I recommend people not to keep support this Brand due to its ignoring attitude toward their customers.

I purchased $327.00 of products from Kiehls on June 22nd 2020 with a 20% off price came to apex.
$263.00... on July! St they had the same products with 40% off... when i called CUSTOMER SERVICE and asked them for my other 20% off they said i would have to return the products PAY For SHIPPING and REORDER my products. Told them my family buys $1000. 00 worth of their products every several months! They didn't care\
I unsuscribed from all emails and I'm done with this company! Anyone else would have given me another@)%

This review is solely on my online ordering and customer service experience, not on the Kiehl's products.
Tried submitting an order online and continued getting the error 'The credit card was rejected due to an issue with your card.' even though it was my default card saved under my profile which I've SUCCESSFULLY used on previous orders. All of the billing information matched my credit card info VERBATIM. Contacted Kiehl's support SIX TIMES spanning THREE weeks, told numerous times it has been escalated to management and the research department and should be resolved shortly... going on week four, STILL NOT RESOLVED. Kiehl's does have some great products, too bad their online ordering and customer service is SEVERELY LACKING.

What's the point of giving you rewards if you can never make a payment?
I used the SAME CARD that I'd placed multiple orders with in the past. All were rejected. Only response I got after THREE weeks was that I should go to a local store. WELL THERE ISN'T A STORE NEAR ME, WHICH IS WHY I'M TRYING SO HARD TO ORDER ONLINE.

I ordered 300$ Of cosmetics on November 6 th 2021 and it never shipped out at all even though it said that fed ex was handling the package. I contacted Kiehls 3 weeks later to cancel the order and they informed me that they can not do so per their policy which makes no sense at all. I still have not received my order and it's almost 2 months later. I can not believe that in this day in age a company that is as major as Kiehls that makes a mint selling cosmetics can not get a handle on setting up a proper infrastructure to handle online purchases efficiently. I had no idea that hundreds probably thousands of customers have had the same experience and post about it online and this company does nothing about it. How about the executives take note and get a little common sense to figure that if they established a great rep and report for fast shipping, fulfilling orders at an acceptable time frame their sales would increase tremendously annually via having a positive rep for customer service. Absolutely livid and will not support this company at all as there are plenty of solid cosmetics companies out there with great customer service and great product lines.

I am so frustrated. I've tried over the past three days to place an order. Nothing is wrong with the credit card. I call them three times, and they did not have a clue... Do you still want to sell?

I use a few of their products, their in store service is not bad, but OHH BOY, their online sale team is awful!
In the past they have:
Send my order to wrong addresses
Take extra long to deliver
Missing bonus items in package(Thanksgiving promotion), and I had to call four times, spoke to 4 customer services(apparently the first three reps were useless) to get the product they promised.
Cancelled my order, they ran a promotion on May 7th, avocado eye cream buy one get one. A few days later, my order was cancelled, totally waste my time, it's a joke!
STAY AWAY FROM THEIR ONLINE PURCHASE!

Edit: It's now been THREE WEEKS and still nothing has shipped. I can only get the same copy and paste response from kiehls about their "warehouse issues". They're still taking orders online and yet they haven't sent mine from three weeks ago? And they still refuse to cancel it. I can't believe how horrible their customer service is for such a huge company.

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I used to love Kiehls and ordered several times from them with no issue. I still love their products but ordering directly from them is horrible.

I placed an order 11 days ago and it has still not shipped. They said they had issues with "warehouse operations" which is why there's a delay. Okay, great. So I said I'd just cancel them because I can't keep waiting weeks for moisturizer I am literally out of and can get quicker from sephora.

Well, you can't cancel. Even though they said it hasn't been charged yet, they won't just cancel it. I asked about this several days ago and now it still hasn't shipped. Oh, and you have to cover return shipping to return it. So they are behind on shipments from their own issues, will give no ETA for when it'll even ship, they won't cancel it, and I can't return it for free.

Absolutely stupid. Will not ever order directly from them again. I understand having warehouse issues but that's not the customer's problem and some kind of help should be offered.