Kiehl's

Can't order online 2nd year in a row! There are many similar experiences to mine where I tried to use the 20$ off coupon and was unable to check out. Happened last holiday season and now this holiday season.

I believe we are on a blacklist or banned for whatever reason or misconception. Is this legal?

Kiehl's will not update your address if you make a mistake even if you call them 2 minutes after ordering. They also refuse to cancel orders and allow you to re-order to the correct address. Terrible policy. Terrible customer service. I am a lifelong customer who will now stop buying from them.

I`ve placed an order. My debit card was immediately charged FIVE times. The customer service told me it was a pre-authorization procedure to verify my card. Notwithstanding, I was told my card couldn`t be verified, so as a result I had to cancel my order. Now I don`t have an access to a big chunk of money until this so called pre-authorization sum is released. It will take a month with my bank. I`m totally unsatisfied with the situation. And they just don`t care, literally. It`s outrageous. Let alone the unfriendly and impolite call-center service. Never ever, Kiehl`s, never ever.

I'm in second month of Kiehls Customer Service telling me I need to call in and when I do, I am told I need to email them. When I email them, they tell me to call again. I bought this product in the Houston Airport after forgetting my makeup bag for a short trip and had a bad allergic reaction on my eyelids. I've used a lot of their products before and this has never happened so I was shocked. It was horribly dry and my eyelids were swollen for a week. I have been greatly disappointed in their Customer Service after spending $80 on the face lotion. I am constantly passed back and forth and no one seems to know who I should talk to about getting a refund. I will never order a product from this company again.

For years I've struggled with mild acne. When I was younger I tried just about every brand under the sun to help with my acne, but nothing work. Fast forward a few years and I tried Kiehls for the very first time.
I would never go back to another brand. My skin has never been better!
It's definitely on the pricey side, however your skin is definitely worth it.

Do not make the mistake of ordering from their online site. The customer service is terrible. They provided the wrong address to UPS, and after UPS investigated and found this to be the case they still want me to wait 8 days before they reship. This is simply poor customer service, instead of grasping the opportunity for repeat business by handling the situation with class they put the burden on the customer.

I don't even want to go into the bad experiences I had trying to order direct for the BOGO on a number of occasions in multiple years direct with Kiehl's. I have gotten to the point where I don't care what's going on over there. If Nordstrom mirror's Kiehl's sale price, fine. If they don't, fine as well. I just refuse to deal with the inevitable unjust nature of their return policy and "customer service" in general. They have reduced me to frigging air quotes. Their sensitive skin items do nothing to disturb my skin and help improve it exponentially, but I lost any desire to deal directly with them. I order from Nordstrom because I know they will back up any items sent to me from all brands they sell. I am so grateful Nordstrom carries all the items I use and has a customer service ethic you just do not find any longer. You would think Kiehl's, started in the 1800's would try to live up to some semblance of their long history but you will be mistaken and rue the day you chanced it with their unapologetic nature and ridiculously skewed "customer service" (God, air quotes again). Just get it from Nordstrom so you don't buy yourself a heaping serving of rage rather than a smooth transaction with options should an item have some defect or something unfortunate happened during shipping. You will regret not listening to this whole group of people saying the same thing.

Notice that Kiehl's introduces new products 3-4x a year as it eliminates older, reliable ones due to unwillingness to pay for high premium ingredients. New products separate within weeks, turn rancid and are unusable in warmer seasons/climates. Turnaround of products is so frequent, but renamed "new formula" or they're just plain unavailable even though Kiehls continues to advertise & take orders for same. "Since 1851" means the products were made then and still sitting in their run-down warehouse.

They say easy returns for bad products, well every product I've tried has been disappointing or irritated my skin. And yet, I can never get my now $100+ back, I just accumulate more store credit. This all started because the employees make you jump through hoops to do a return and change the "store policy" depending on how they feel. Well guess what the products are poor quality and smell like chemicals. You could get more nourishment from drugstore products. The packaging is ugly cheap plastic. Their products contain parabens and who knows what else. All of this makes the high pricing on these items a total joke. Add that to the ignorant car salesman employees and poor customer service? You get a company that needs to be out of business. Btw if you actually like these products, buy from anywhere but Kiehls directly. You get much better sales and customer service. Props to Sephora.

I placed ONE order and they charged me for THREE! I contacted them immediately and they said there was nothing they could do and ended up sending me two of the exact same order. I had to contact my cc company 3 times to disputed the 3 charges. RUN from online ordering - someone needs to be arrested.

Have tried multiple browsers, all of my cards + PayPal, and am still unable to checkout. Contacted customer service and they had no idea what I was talking about when I said I was unable to checkout. Actually unbelievable

Got a $100 eGift card but it doesn't say you can't use it in the store! Drove all the way here only to find out it's only for online. WTF people?! They want me to order online and drive back to pick up if I don't want to pay shipping. This is a company I will not cry over once they go BK because a competitor ate their lunch! Oh and their stupid reward system sucks. Looking for a new brand

Buyer beware when purchasing from Kiehl's (Loreal) e-commerce site. Their way to resolve this issue is to make the customer wait for a claim to be processed by the shipping carrier. The Kiehl's customer service rep will tell you to be available for a call from the shipper as part of the claim process. No one at Kiehl's ever follows up, which means the customer has to keep calling Kiehl's for a status. The best way to handle this is to file a claim with your bank to get the charges reversed. Document/record all of your calls when speaking with Kiehl's. Also, call the shipping carrier directly for a claim status and document/record that call too. Kiehl's is banking on customers to just give up.

While there are a few product That I like, I hate being treated like an inconsequential idiot, which is something they do well. While you may get customer customer service to listen to your problem, once they hang up expect nothing more from them other than a form letter telling you whatever problem you've had is your problem and your money won't be returned. They have taken $175 of my money, never delivered the product and as I said above, told me they couldn't refund any money. Kiehls, you suck!

Today i was calling to kiehls customer service to ask about my order, because its been delay for more than a week. I was hoping there is a solution from them, but what i got very rude customer service. She said nothing i can do what kind of customer service they give. She doesnt listen to me at all, just want to finish the conversation asap. Do not order online at all, their shipment are $#*! and also their customer service.

So I was told last time I went in I had a $10 credit. I went in yesterday and after they tried to sell me additional products he took forever to find me in the system and said I have no credit. This happens all the time. They can never differentiate between my 2 emails they have on file and tell me why I was told I had a credit and now I don't. Also I tried to login online to figure it out and I requested to reset the password on both emails. Never got a email to reset the password. I tried to set up a new account but it says I already have one. What is going on there? Is it them or the system? I will just order from Nordstrom from now on. I only use the hand salve anyway.

Overall I had an ok experience with Kiehls until I tried to write just one negative review on their website. The review was moderated and removed.:-/ VERY dishonest to remove negative reviews, and now I simply don't trust anything from their website. Their products I would say overall are rather overpriced and mediocre, the only exception being an excellent antiperspirant crème which is now unavailable for some reason.

I have tried using several payment methods and also open a new account to purchase the products. It has been a month and none of the methods worked. I have contacted the Kiehls representative online but their response were useless, the technical help actually asked me to goto the local store to buy it...

First time they cancelled my order because I ordered more than 5 items.? So I tried to order again only 5 items, but they cancelled my order again. The reason was my shipping address wasn't residential! (I put my work address, so I can receive my package while I'm working) What? Really? They are the worse company ever! They don't want to sell their product for stupid reasons. I'll never try to buy their product again and tell people how their customer service is bad.

I ordered the large bottle of kiehls shampoo. A week later I got an email saying my order was canceled because they were out of stock. They did refund my money. A couple days later I ordered the 16 oz. Now it's nowhere to be found in my orders and can't find the email they sent me but they sure charged me. This experience alone is driving me to shop elsewhere. It's not worth the hassle.

I bought this a few months back on a two for one sale. The product looks like avocado because it is smooth, green and creamy. However, I feel that this is false advertising to say it is an avocado mask. I finally found the ingredients at the bottom of the jar. Avocado is not the main ingredient in the product. Avocado oil is the third ingredient from the BOTTOM, not the second, third, forth, etc., but all the way to the end of the ingredients. It's a fairly nice mask, but to say it is an avocado mask is misleading.

I bought the Vitamin C Serum for my 80 year old mother in the nursing home. While on my visit (9 hours away) I gave her this as part of her Christmas gift. Since she is unable to apply it to her own face, I opened the box and when I tried to pump, nothing came out. The pump is defective so I contacted customer service. I finally heard back when I was back in Florida. I was then told I need to send the item back in the original package for a replacement. I explained that my mother is paralyzed and not able to do anything, let alone pack the product and send back. I will not be back to see her for 4 weeks. Needless to say, I will never buy Kiehls again. I have been a loyal customer for 5 years. Really bad customer service. Lowest rating I can possibly give.

After my second order with them I'm done. Way too much hassle and terrible customer service for products that are severely overpriced and underperform. The ship times are 10-16 days. When inquiring about four missed delivery days given by them. Customer service responds with a UPS link and boiler plate jargon written by a drunk third shift Waffle House manager. Even though my items were shipped USPS. Go figure!

So I call customer service. What a mistake. Better off getting drunk and trying to whisper to rabid Raccoon's. He regurgitates the shipping policies four times even though they are going on five days beyond those. Which he couldn't comprehend and I knew this was going nowhere. So I ask what are you going to do to resolve this issue? He said just wait. It will be there today or tomorrow. It's coming.

This is how I envision their warehouse operations. There's six sloths packing orders. Once the orders are fulfilled they strap these orders onto the shells of tortoises and send them out the door. This is the only logical explanation.