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Kiehl's has a rating of 1.3 stars from 134 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Kiehl's most frequently mention customer service, order online, and credit card problems. Kiehl's ranks 1164th among Skin Care sites.
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.
Their products are fine but I will never purchase anything from their website because of their return process. I returned an unused item back to their store in San Francisco and the employees processed the return. It's been over a month and I have emailed and called customer service multiple times, and am still waiting for my refund. They had sent me an email claiming a refund had been made already, even though that's not true. Today I called customer service again and she is "escalating" my issue and promised a refund in 7-10 business days. The whole process is frustrating.
My experience with Kiehl's has been extremely disappointing, especially with their customer service. I had ordered 3 items over a month ago during their Thanksgiving sale, and I have never received my package. I have called and emailed customer service several times, but all I keep getting back were answers stating that their hands are tied since the package was delivered. I have never received my package and have spent $140 hoping to gift it to my mom this Christmas. The way Kiehl's takes care of their customers is extremely ridiculous, and they take no responsibility on their end once it's been "sent out". I was not offered any solution other than to file another claim myself through UPS nor was I offered any sort of compensation. That is $140 down the drain. I am upset that the responsibility for the package being lost as well as the financial responsibility of $140 are on me when I have paid that money for their products as well as the service of it being delivered to my home.
Additionally, I would like to add that there was a lack of professionalism among the customer service reps. The signal as well as noice control during the calls were horrible. It was hard to hear a lot of what the reps had to say. For example, I had a rep hang up on me in the middle of my explanation about my situation, and in general there were a lot of background noise of people talking or children screaming.
If you were able to receive your package without any troubles at this point, consider yourselves lucky. I've been a loyal customer to Kiehls for the past 8 years, however this experience has turned me away from purchasing any products from this brand ever again.
Love this store? Grrreat Product's? Thank you for Protecting Animal's these Product's really work? & smell so Pretty on your skin, Thank you
I recently made a purchase at Stonestown Galleria Kiehls store and it will be the last time. I know the 2 products that I want so my intention is to go straight to where they are, pick them up, pay and leave. I have no sooner put my foot inside the door and this sales girl is on top of me, I mean on to of me, I am 5' nothing, she is right away asking what brought me to the store today and totally in my space. I am trying to pick my two products but she was so intrusive and made me nervous and uncomfortable so I picked up two Testers. Then she said you have taken two testers and gave me two non testers. I told her she had made me choose wrong items and that I know what I want but if I needed help I would ask her. I was so annoyed as had another customer standing at the counter who looked at me like I had done something wrong. I told the sales girl that if know what I want and no need to pounce on me the second I come through the door. I also said being European that we don't have sales people invade our space and basically use bad manners when a customer walked through the door. I do not understand why sales think this type of sales badgering a customer actually works. All it does for me, and a lot of other people I know is make us walk out the door and loose a sale. As I left the store I had 3 sales girls looking at me and the customer and I felt so uncomfortable. Then the sales girl that was standing there doing nothing and watching what went on said " have a nice day". Being the Irish girl I am was going to ask her if she was f serious or was she just being a cheeky twit but instead I told her " have a nice one too... Why this store have 3 sales girls in the store is beyond me because they have few customers and that is no wonder. These two particular girls were unprofessional and ill mannered and as much as I enjoy the products I will never go to this store again.
Absolutely love Kiehls products, great for sensitive skin. Love the moisturisers, cleansers & the mango lipbalm is amazing.
Tried many times. It doesn't work for me.
I have lived at my current address for more than 3 years.
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Kiehl's sells high-end skin care products including lotions, shaving cream, and hair and body care.
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