Kiehl's

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.

Purchased online for the past 5 years no problem. Earlier this year their website rejected all my credit cards. I contacted them in February about this issue, they said they'd look into it. On March 30 I pinged them again to see if there was an update and they just replied with a candid sorry we're looking into it... please feel free to go to one of our stores. What century are we living in? If I wanted to go to a store to purchase something I wouldn't endure the online hassle being imposed on me.

I have been a loyal customers for the company since 2013. Last week, due to some online ordering issues, I wrote emails to their Customer Service. However, throught emails back and forth, they only said "We recommend you to go to the nearest stores" But that was a Online ordering issues not the issues for product itself. They did not even try to listen. The Customer Service just wanted to avoid issues that I have instead of trying to solve. WORST CUSTOMER SERVICE. I am done with the Brand and will go for the other brands. I recommend people not to keep support this Brand due to its ignoring attitude toward their customers.

I just simply recommend you to go to their actual store, not online shopping. I set up my auto replenishment order few years ago. I moved. My billing address changed. So I updated the information with my account. But they stopped shipping the items. But it was ok. The worst part start with their customer service, when I called customer service. I ordered with the representative to resume my auto shipping. I thought. But she failed to order. I called again. And she found that there was no such an order was placed. She finally placed an order after putting me on long hold. But I still have not received any confirmation email yet. Hello, Kiehl's? What is so difficult for you to process one easy order.

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.

It made me feel much better to find this website and to realize that I am not alone in having been treated terribly by the customer service team at Kiehl's. The website also refused to accept any of my (in good standing) credit cards and yes, after waiting 2 weeks for a "credit review" was told that I would have to go into a store to make my purchases. I was not given any explanation, or any path towards resolution. Their attitude shifted from being helpful when I was "under review" to being obstreperous once I'd been rejected--even though I know I have excellent credit. They wouldn't provide any information whatsoever. I felt blacklisted and really turned off of the brand. And would be curious to know how these "rejections" are skewing--who is making this judgement, and why? Oh, and I've been a repeat (website!) customer in the past and have a rewards account with them.

Like many reviewers have said here, their online store keeps rejecting credit card payments without any sound reasons. It took me two weeks to go through all the frustration others have experienced, from being rejected multiple times with multiple valid cards, customer service agent failing to provide any explanation, lame email contacts, to, finally, a message telling me that there is no way I can pay online and the only solution is to find a local store [read: we don't really care]... I guess I won't be able to buy any of their products online in the rest of my life! I wonder if there is any socioeconomic pattern among all customers who are being rejected by Kiehl's? Could there be any racial or geographical profiling involved?

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.

I think some of the products are great but they have the worst return policy. I purchased products online and they told me I have to mail them back and pay for shipping for which they don't reimburse. There is a Kiehl's store minutes from where I live, a stand alone store, not in a department store, and they told me if I returned it there, they would only issue a store credit. Are you f*&%ing kidding me? Makes no sense. I hung up on customer service and proceeded to write a note on the receipt I packed with my items about how phenomenally $#*!ty their return policy is and that I will not be buying from them again.

This review is solely on my online ordering and customer service experience, not on the Kiehl's products.
Tried submitting an order online and continued getting the error 'The credit card was rejected due to an issue with your card.' even though it was my default card saved under my profile which I've SUCCESSFULLY used on previous orders. All of the billing information matched my credit card info VERBATIM. Contacted Kiehl's support SIX TIMES spanning THREE weeks, told numerous times it has been escalated to management and the research department and should be resolved shortly... going on week four, STILL NOT RESOLVED. Kiehl's does have some great products, too bad their online ordering and customer service is SEVERELY LACKING.

I'm not even sure where to begin, except to say that there is something illegal happening with their online business. I received a box with 3 samples instead of the expensive kit (and 6 samples) I ordered a month before Christmas. Several emails and phone calls later, I get the kit (without samples) AFTER the holidays (having been assured I would get it on time.) I had to re-buy the product at the store and then return the box I received from online. They credited my card exactly HALF refunded! Unbelievable. They are crooks.

I ordered during their cyber Monday sale. Received only 6 out of 14 items I ordered. I called them and they said they are out of the other items. They refused to refund my money for the 8 missing items. So, I returned all the products and requested a full refund (which customer service said would be no problem). It's been almost a month and still no refund. Horrible service! Do not trust ordering from their website. They have no concept of inventory management.