Kiehl's

I have ordered a cream which includes 2 x free samples almost 4 weeks ago, I have only received 2 free samples, they totally forgot to send me the cream I ordered. It is ridiculous, the staff worked without a brain.

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.

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.

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.

Just had a really bad shopping experience with Kiehl's. Ordered something on Boxing Day and waited over two weeks. Then, out of nowhere, they emailed me saying, 'Sorry, your order's canceled. The product's not available.' They blamed it on their system update, saying they only realized they were out of stock when they were about to ship my order. Seriously? It's ridiculous! They held onto my money for two weeks and then told me they didn't even have the product. Super frustrating and a total waste of time.

So I can buy a 5.0 fl oz kiehls hand salve In the Millennium mall florida for 22.00 regular price.
I thought this time I would save the drive and order direct from kiehls on line.
Well they put the cmscrew to you.
They are 64.00 1 tube same size.
Has a special now of bogo 32.00 and Sent me a 15%coupon.
But what they don't tell you is you can't have both special and use coupon at same time.
Now order Has Not shipped but can't cancel it.

So screw me once but never again will I buy from them or their products.

I order a gift for Christmas, paid twice and didn't accept payment (made other payments same day so card shouldn't be an issue) pay again, get the confirmation email just to find out 4 days before Christmas the order was canceled… no email no nothing didn't even refund me yet. Terrible ecommerce experience do not buy

Their Customer Service SUCKS. I've called 5 times to resolve an issue with my on-line order, each time I've been promised a resolution to my issue but nothing happens. This has been going on since November 4th. I've even called and asked for a Supervisor, who of course was not available and has not called me back. The main problem as I see it is that their call center is off-shore and their agents (as nice as they are and as much as they try to be sympathetic), are not empowered to do anything to actually resolve the issue. That's a problem.

I've been using these products since 2013. The delay in my order required me to find an alternative product, which is actually better and cheaper.

I have been using several products from Kiels. At times l order from the Kiels site, which offers a choice of samples depending on the order you place. I NEVER received the samples! Sure, my product arrives and NO samples AGAIN! This time l called customer service and complained. She offered me a LOUSY 15 percent off my next purchase- THEY always offer that to everyone purchasing through their site. First time no big deal, second and third time Screw you Kiels. I'll purchase from Ulta where they include deluxe size samples! Purchase through ULTA cause they'll honor the samples! I will not be ordering from the Kiels site again. Your loss Kiels

I have been ordering their products for a couple of years. I just ordered 3 men's soap bars and the wrong ones came. No big deal. Boy was I wrong. They wanted to me to return the ones I got BUT I HAD TO PAY SHIPPING! They are incredibly petty. At $20 a bar I expected something a little more professional. They also offer "promotions". When you go to access the promotion (and save let's say $3 a soap bar), they don't include shipping so the savings is a joke.

I will not use them again. I was actually shocked.

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 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.

I received the package short of 2 creams and provided all the photos and screenshots about the package. However the service team still reject to re-deliver or refund me without providing any evidence to approve their delivering in full, just told me they contacted the warehouse team to confirm they had delivered in full. Come on! Thieves don't confess to stealing voluntarily OK? I am so upset and disappointed about it, I will NEVER buy Kiehl's product again!

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.

‐-------------

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.

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.

I have been a Kiehl's customer for over 30 years. And they delivered my order to wrong address by using delivery -IT and all day do is just a refund to your account. They have a faulty system where you don't get e-mail nor text when your order arrives. This is unacceptable and ruined my wife's surprise BD gift. I will not ever use online order again. I may not even buy their products- all they offered tor this debacle was $10 off coupon for online order. No supervisor would talk to me about this frustration. Stay away from online order and just go to their retail stores.

I ordered a egift card on Sunday to be delivered the same day. Today is Thursday and it has not arrived. I'm told there's an issue sending email but only because I called to find out what happened to it. I have not received any communication from Kiehl's about the problem. I asked to cancel the order and they say that I can't. So I'm stuck with no egift card and no way to get my money back. I've been asked to wait a few more days. I have an order number, a case number and the original email saying the egift card "shipped" but nothing else.

As a long-time loyal Kiehl's customer, I can officially say I'm done with this brand for good.

In February I made an order for the Creamy Eye Treatment With Avocado (28g), one of the many products I've been using for years. It arrived completely watery. I promptly contacted customer service and kindly sent pictures of the extremely runny liquid. The agent told me to just wait a day or two and claimed it should "re-solidify." I doubted it, but gave it more than 2 days to be sure, and nope—it was still just as watery as the day I received it.

So I messaged them again. They made a ticket, then didn't reply for ages (not until I left a poor review of the product on their website). They asked for tons of info (more pictures, my address, phone #, etc.), which I supplied, even though it was annoying to have to send all this stuff all over again.

Then I hear back via email from them once again telling me to "stir" the product and wait for it to re-solidify. WEEKS have gone by at this point. This is a luxury product that they charge $76 CAD for, and they're telling me to stir it? The product was still runny as water; stirring it wouldn't do anything. Additionally, it's incredibly tacky and gross to tell loyal customers to just stir an expensive product they bought. I paid for the eye cream to be in its original form (creamy, not watery). I shouldn't have to do anything with the product but enjoy it. If your product isn't as advertised, then you should happily and quickly replace or refund it like every other luxury brand does.

Anyway, I call customer service this time (crazy how much work I have to do because THEY sent ME, a loyal customer, a bad/mal-formulated product!). The lady tells me they don't do replacements. All I wanted was a new eye cream as I'm out and want it back in my routine. Nope. They said I have to go to the post office (quite the drive for me), print a return label, and return the gross expired/watery product, then in 30 days or so I'll get my money back. Why should I have to carve time out of my day to return something (that I proved various times through photos) is expired? They could see right in the photos that the cream is watery (I'm seeing other reviews from people getting this cream in liquid form, so it's obviously an issue in formulation on their end). How do they think it's remotely okay that, after spending thousands and thousands on this brand, I should have to spend all this time returning something they're just going to throw in the trash? All they had to do is replace the obviously mal-developed cream. I would have been happy and continued to line their pockets with thousands of dollars for years to come. But not I'm switching 100% to First Aid Beauty products and getting my family members to do the same. Their loss!

Also, can someone explain to me why a luxury brand can't replace items that are OBVIOUSLY (again, seen via the various photos I sent them) bad?

This company treats their customers like absolute trash.

Why have I had to spend the last month emailing, going on chat, and calling over THEM sending ME a product that wasn't what I paid for? And they ask for all these photos, for what? They treat you like you're a criminal and lying about the product being bad or something. It's really, really revolting.

Anyway, use First Aid Beauty instead if you like this brand. Their stuff is better, and their customer service is wonderful and fair.

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.

Our order was some how either lost or stolen off our porch and we had called customer service to try and help 2 separate times with absolutely no luck. And the third time we "live chatted" to ask for help yet again was with Rizelle and she immediately satisfied us and did everything she could to leave us as happy customers. We received a full refund for the missing order from Rizelle. Just super suprised the first two ladies that had helped us didn't offer this refund.