Kiehl's

They won't allow you to modify or cancel your order even immediately after you place the order online. I called them several times and no one was willing to help. I feel like I am robbed!

Never place an order successfully on Kiehl's. It's a really terrible experience, this brand and company should be shut off. Do not take care and purchase this brand products, let it off.

I am in New York for a conference ( from Switzerland) very skeptical about the skin care product. I was shopping at macys last week and I saw keihls counter. I have heard about it but never tried. I met a very kind beautiful lady who was really knowledgable about the products and she introduced me to the men's products. I got whatever she recommended me and absolutely love them. I never do reviews but this time I wanted to thank Maryem for the great customer service and you guys for the great products. Thank you again

Website is the pits and customer service on the phone is worse. Go into a store to buy their products or skip it. I tried over a 1 month period to order products online to ship tiny college student. Got the a messaging saying having a problem with my credit card. I then tried my debit card and got the same message so I knew it was them and not me. I called the customer service line and they were not able to place the order. Although at this point three PayPal holds had been placed. They said it would be fixed in a couple of days. I tried again a week later and had same story. Called customer service and they said sorry we do not know how to help you place this order. I asked to speak to a supervisor and after being on hold for 10 minutes the person came back and said no supervisors are here. I hung up, called the customer service line rove told they had filled in a case and someone would call me in 3 dsys. Guess what? I never got that call. Bottom line - great products but better to go to Nordstrom's and buy from face to face people and pay to ship to my college student than to use the website or call the awful customer service desk.

Canceled my order bc i put St on shipping add and Street in billing add. And then took 30 days to get giftcard balance back. Stupid system. Custoer service is awful

I ordered online because I love their products & waited 1 whole month with still no product & no tracking number. I emailed Kielhs regarding my order & then they finally tell me that my product got lost in transit & I should be expecting credit back within 5 business days...? So much wasted time & waiting & no follow up about anything & I have to go out of my way to find out what's really going on & to have my money start being refunded AFTER I MESSAGE THEM FIRST which is ridiculous. Most garbage ecommerce team doing online sales during COVID-19...

I haven't experience with Kiehl's shop online, so I can't focus on any reviews for the online shops. But I have to say ultra facial cream is so great!

As a disabled person, I have to shop online and shop at Kiehl's online. Every time I place an order with Kiehl's online the shipment of the order is awful. I keep calling customer service which is nice but offers no solutions and the service never changes.

I placed an order for 2 hand salves on December 29,2022, and as of today, it is still processing. When I called yesterday and spoke with Jocelyn she assured me that the order would ship out yesterday. Well, she was wrong. I called again just now and spoke with another customer service representative who was friendly, yet could not explain why it is taking so long to process a simple order. If I was not disabled I would go to Sak's and just buy the items there. They always say since 1851 and their processing and shipping is if it is 1851. This company just cannot get anything correct. I don't blame the customer service representatives but the company and whoever is in charge of processing orders and shipping. After so many bad experiences I don't expect it to change. I just hope my order arrives before Winter is over as I am in desperate need of the hand salve.

Tired to use 3 credit cards and paypal to pay for an online order. Website rejected all my credit cards and constantly puts you in a cycle of trying to pay.

Their customer service and shipping service are the worst online service ever. First, they couldn't see my order from their end of computer, they told me to wait for a few days to see IF the data would load to their system. Second, they sent out the shipping info to Fedex but didn't ship the package for several days. They told me false information that the delay on tracking/ shipping info is because Fedex's system is running late on update. Then they told me that since the initiated shipping info has been sent out, I can't cancel my order, I can only do credit. They can't tell me when my package will be shipped out from their warehouse, and they can't promise me that if it will arrive before Christmas. I placed the oder on Dec 1, and they can't even tell me if the package will be delivered by Christmas. Their customer service and warehouse just can't handle all the holiday shopping and keep telling me excuses and false information. Do not buy from this web site, go to their physical stores if you want to buy their products.

Have to completely agree with the negative reviews on this website. I made an online purchase on 11/18/2013, so before all of the holiday craziness. I waited for 2-3 weeks, no package, decided to email them to ask where it is. First email was ignored. Checked the tracking number and it said I had an error.

Waited another week, still no package. Sent another email in mid-December asking them to look into my order. No response. Finally sent a 3rd email end of January. Turns out they never shipped my order (which is why my tracking number was giving me an error). They said they would ship it right away.

Finally early January, I receive my package. Only the item I ordered was inside, the 3 free samples that I chose out were not included. Sent them another email and they shipped the free samples with 2-day shipping.

So, after many ignored emails I finally receive an incomplete package almost 2 months later. I wouldn't be as annoyed if they apologized in any manner, e. G, extra samples or a coupon code for my next order, but they didn't send anything. As a first time Kiehl's purchaser this was a highly disappointing experience. Maybe the in-store experience is better, but I was certainly not impressed.

I would report them to the BBB but they're not even accredited there, which totally makes sense.

Tried to order $77 stuff online during the promotion of $20 off 3 months ago. Tried multiple cards for millions of times, but all cards kept being rejected. Called customer service, received an email saying I will hear back in 5-7 business days about a resolution. 1.5 months passed, nothing happened. Called customer service again and the representative tried to place the order for me - still no luck. She filed another report into the system and I was told to wait for 5-7 days again. 3 weeks went by, of course nothing happened. Called again and was told to wait for another 5-7 days. 3 weeks later I was finally emailed back, being told that they couldn't resolve the payment rejection problem and I should go to the store. I called to confirm and was notified that the promotion expired and I could not get this promotion in store. I was also told that the previous representative should have notified me that. Well, I am not surprised at this moment that I was not told... Really great work that you have pulled off, Kiehl's!

During covid, most people ordering things online.
They have ridiculous store / return policy. Beware of this all shopper.
1. If you get items at higher cost, you can't do PRICE MATCHING even it's within 3 days.
2. If you wanted to return,
Buyer must pay for your own shipping cost, or you go to the store to expose yourself to covid.
3. They have 14days return policy,
Simply you can return all items within 14 days, if you guy back same items after getting full refund, then you supposed to get the promotion of the day of your return. But they refused to do it.
For my experience, emailed within 3 days of order, getting only "copy and paste" replies, calling in waited 2-3 hours, then told to wait 24-48 hours, no one replied.
Final comments:
DONOT EXPECT RETURNS DURING COVID, THIS COMPANY DO NOT CARE ABOUT COVID.
Get to the store if you need to shop and have your basic consumer rights!

This is the best skincare product I've ever used. It helps my skin better more than what I expected. Definitely repurchase this thing again.

HORRIBLE customer service. I have been a loyal customer since 2006, but no more. I'm sick of putting up with their crap.

I have tried FIVE times to write a review on their website of a new product, and each time it's been rejected, claiming that it did not meet their "guidelines". God forbid I give an honest, detailed review that a product gave me bumps on my skin! Each review I tried to make sound nicer than the last, and in the most recent one, it hardly sounds like I'm criticizing the product at all.

But here it is for all to see.

KIEHL'S constantly discontinues products. I (along with numerous other ladies, whose reviews somehow made it up) was a big fan of the Clearly Corrective Purifying Cleanser. Kiehl's decided to suddenly discontinue it without warning, and "replace" it with an exfoliator. WHO WANTS TO EXFOLIATE EVERY NIGHT?! Well, I gave in and paid the big bucks to try it, and it is AWFUL. Not at all like the previous product. Like I mentioned, it gave me bumps, and my skin feels anything but clean afterward. It leaves a film.

The product has received numerous poor reviews, begging for them to bring back the original. I guess they are afraid that the truth will get out, so they are blocking any more similar reviews, such as my own.

I will stop shopping Kiehl's from now on. I'm sick of them discontinuing items that I love, and further disgusted that they refuse to post anything but a glowing review on their website.

None of my card works with them while buying on line, Pay Pal does not work either. Customer service just want you to go to a store. Horrible!

Payment was rejected for hundreds of times. Visa, Paypal, Foreign Card didn't work. Safari and Chrome cannot work as well. Bad website.

Don't waste your money with this company, there are plenty of better skincare products and better customer service waiting for you guys out there!
I have been a loyal customer of kiehl's for over 8 years and this will be my last year buying their products. On Thanksgiving day, i just ordered $391. Xx from their website and my order status was on hold and not processing yet. The day later, i wanna cancel one item in my order because the price get cheaper, and i called them right away and somebody said he can cancel it for me because it is still on hold, then he said it's all set! And i already repeat to him that i will get a refund for those items, right? And he said yes!. So, I have been checking my credit card for over a week, and finally i still got charge a full price and my order was on the way to my place.
I called them again, told them everything about my claim, and they just said they could not help me anything because I already placed order and if I wanna return I have to pay for the fee! Sincerely, I know how their return policy works, but I don't expect it gonna be worse like this. So, their customer service just helped me nothing!
Therefore, I decided to return all of my order instead and even I have to pay for the shipping fee! I will not ever never buy their products again and no more recommend to all of my friends. This is not my first time experiencing this problem, but i'm just lazy to return it.
If you guys wanna buy their products, you have to think over and over again before placing the order because they will not be responsible for anything about your order and never help you to resolve the problems. All costs will be at your costs! I hope my worse experience here will help you guys getting something better and better, but not Kiehl's.

I have been trying to get a refund for two orders that were sent to the wrong address, the hotel supposedly sent back the packages but Kiehl's never received them. I have called Kiehl's various times about this issue; first, I let them know the address was wrong, and they told me I needed to call the mailing service to change the address... but when I did the mailing service told me that Kiehl's was responsible to change the address, not me. Next, I contacted the hotel where the items were sent, but they said they refused the package. However, since Kiehl's never got the return they are holding me financially responsible for the lost or possibly stolen items. I never got the items obviously. I talked with customer service and they told me if they do not get a return, they don't issue a refund. I clarified, that if someone kept my order (stole it), basically I'm financially responsible. And they told me unfortunately yes. I bought from Kiehl's for years, I usually save to be able to buy their products and this is just disgusting how they treat their customers... especially during a pandemic when people are already struggling.
I filed a claim with the shipping services, but it's already been months since the issue -I hope this gets resolved but I wouldn't hold my breath. I will never buy anything from them again. If they treat their customers this way, they are probably the same way with their employees. I've never had an issue like this with any other brand, basically stealing from their customers.
Customer service is about doing the right thing, not only when things are going smoothly and the company is taking your money for a purchase, but also during the difficult times like when packages are missing. Kiehl's is a multi-million dollar company stealing from its customers. If items are lost or stolen, the customer is responsible... that is just disgusting.

The fact they sat on their hands initially and had me do their work was the first red flag, and now they are giving a new excuse that if the package isn't found even with my claim that I'm financially responsible. Horrible ethics of this company.

I used Kiehls super multi corrective cream, daily reviving concentrate, midnight recovery and dark spot solution. I got blisters on my chin and itching the whole face and neck with slightly swollened. The blisters lasted more than two months and left dark patches. When I mentioned this allergic reactions to Kiehls they didn't provide me with a satisfactory answer. They wanted me to prove with bills to return money back though they have it in their system. I have an account with them which has reward points for the purchase of $ 248.50 bill. I had to spend for medication than the money I spent for Kielhs. The patches are not fading away. That is not an issue for them but it's a big regret for me. This is a very low quality product and very poor service for the customers. I recommend not to use this product by believing their advtsing tricks. We purchase a product keep a trust on their reputation and what they say. But when things go wrong they simply say the skin types r different and react differently. But they recommend the product for all skin types when purchased. I never had any allegic reaction for any skin care product I used since 20-25 years except Kiehls. I never recommend this to anyone.

Horrible online customer service. I ordered online with a coupon code. When I hit submit the receipt showed that my billing address and shipping address was reversed. Shouldn't be a problem to just fix that right? WRONG! I called customer service and they said they couldn't change it. They said they could cancel the order and then submit new one with correct address info. So I said OK. When we went through it all to re-order I asked to make sure the coupon code was still there for the final amount and they said it couldn't be used because I had already used it and the order was cancelled. WTF? Yes, coupon wasn't used so why would I not be able to use the code? I didn't even want to cancel the order in the first place - just fix the address info. They were slow, dumb and rude and wouldn't work with me or help actually fix the situation - just made it worse by cancelling order and now I'm out of a $20 coupon code. Ridiculous - should have just gone to the store. Don't ever buy anything online with this company!

Don't even waste your time. Have tried many credit cards and. PayPal no called my bank... etc just a waste of time

My Mom ordered a bunch of Kiehls stuff as a gift for me, and it was cancalled for a number of reasons which made no logical sense. What a sweet gift! My Mom means everything to me. We appreciate every moment, especially since she was diagnosed with Alzheimer's. Order canceled, gift ruined, she sent me the money to try ordering myself. Not yonna do it after reading all of these reviews. I said to Mom, "Wasn't there some debacle with you ordering from them a few years ago?" Yeah. After my Mom had ordered a big bunch of stuff, they accused her of buying it all for the purpose of re-selling the products online. A truly dumb and demoralizing thing to say. Well, Alzheimer's sucks, but daughters remember everything. KIEHLS? L'OREAL? If you're out there reading this, SHUT IT DOWN! TRAIN ALL STAFF properly in customer service and also basic business oprational skills and protocol, hire more people to handle strictly the e-commerce, and you might see some of these reviews start turning up in your favor.