Kiehl's

For no reason, Kiehl's website has refused to accept any form of payment from me (tried two different cards and PayPal) and has, over a week later, still has not resolved the problem. Below is the transcript of the least helpful customer service agent I've had the misfortune to work with (save maybe Comcast reps). My advice would be to save yourself the trouble with this website and shop elsewhere. Edited and condensed for clarity.

ME: im trying to place an order but unfortuantly the website wont accept any form of payment. I've tried paypal and two differnet cards, both of which i know are active and working.

KIEHL'S: I am sorry for any inconvenience. What I can do for you today is definitely do some further research on why you are receiving this message while trying to submit your order. All our research takes 8 to 10 business days to complete. What is the best way to contact you?

ME: email but unfortuantly i really need to place this order as im out of the products. Can i try to order via phone maybe or something?

KIEHL'S: May I please have your first and last name, billing phone number, last 4 digits of the card, and card type?

ME: [insert billing info here]. So you dont have a phone order option? I unfortunaly dont have access to a kiehls store. If it helps - they (the cards) pull from two separate accounts. Both of which im positive are active with no holds or anything

KIEHL'S: I will be right with you.

KIEHL'S: Unfortunately, we are unable to place orders with the information you provided, I apologize. My best recommendation is to visit a local store to make a purchase.

ME: im sorry thats not clear. Is there an overall issue with your ability to process payments right now?

KIEHL'S: I am sorry, I do not have any further information. We recommend purchasing from a local Kiehls store.

ME: i have tried three seperate payment menthods all of which i have used within the last 48 hours elsewhere and i know they are active and working. I dont have access to a kiehls store is what i am saying. The error message directed me to contact customer support which is what i am doing. If you cant resolve the issue could you not at least direct me to the proper person whithin your organization who could resolve the problem?

KIEHL'S: We are unable to to place orders with your information, I am sorry.

ME: yes i understand you are unable. Im asking why. This is the only way i am able to currently purchase your products. Who within your organization can provide further information.

KIEHL'S: I am not provided with that information, I am sorry. If you have any further questions you can call us at *******572.

Worst service I've ever Experienced
I ordered a product on the 6th December with 1 other and a presentation box for Xmas. The present was opened and the item was missing to my embarrassment. I chased it up and was promised an express delivery was sent on the 24th. I'm still waiting for the replacement and am being side swerved by the administrator with regards to my questions. No offer of goodwill has been mentioned for the total debacle. There is no complaints department either and the only option to complain is to the said culprit. No chance to speak to someone in charge and move things forward. 1st time customer and most certainly. Never again.

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

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.

I agree with some of the reviews here. The customer service is not that great; I ordered my product at the beginning of the month Dec 1 and as of today my order still shows as new. Its impressive how something that says in stock and ships within 1-2 business days is still not shipped. After this encounter I would not order online again. When you call customer service they really do not give you a good answer. Its always "we got too many orders for the holidays and its tough to keep up". I just don't buy the info they give me. They cant even give you an estimate of when the package will ship out.
Honestly don't waste your time and order online. If you can go to the store; or wait maybe a month to get your products.

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!

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.