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.

This website is buggy. I regularly have problems submitting orders with little feedback other than "Your order could not be submitted. Please review your payment settings and try again. Thank you for your patience!" This error happens unpredictably & without warning; some days I can submit an order no problem, other times I have to wait weeks to retry the order. I confirmed my payment & billing info is correct (I use Paypal) & every time I have contacted technical support they have stonewalled & asserted there is no problem with the site & the issue must be with my card. At this point I am ready to give up on the website & just order my Kiehl's products thru Ulta.

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.

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.

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 got email that my order was processed. Waited 2 days, contacted customer's service over their chat. They said that all is OK, usually order shipped within 2 days. Never received any updates after 2 more days. Contacted customer service after 4 total days again. They did "research" and informed me that my order never come through and needed to be re-placed.

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?!

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.

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!

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@)%

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 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!

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

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 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'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!