Kiehl'sReviews of kiehls.com

In April 2022 I received an SMS from Kiehls stating "stock up and be rewarded! Spend $120 = FREE 5-pc gift ($52 value) $170 = EXTRA 10-pc ($79 value). I immediately placed my online order and spent $128 (order received 2 May). Imagine my disappointment when only my purchase arrived - no FREE 5-pc gift. On contacting them I was advised that I did not qualify as I should have used the code 'RENEW' at checkout. Somewhere buried in their terms and conditions it made mention of this, absolutely no mention in the SMS. Although I spent $128 within the timeframe they refuse to honour the promotion. Misleading promotions and poor customer service.

I made a purchase online within the last 10 minutes. I accidently purchased a fash wash instead of a toner of which the bottles look similar. Customer support responded that they will not edit or cancel any purchases under any circumstances. I've been a loyal customer for 15 years and am shocked by this. There is no place for a reputable company to operate with such a policy. Order #KLS_1465932.

Kiehl's is refusing to provide me a $154 refund. It is has been 3 weeks and still no refund. The shipment never arrived to my door and I am NOT responsible for their lost shipment. The delivery confirmation clearly states their package was misdelivered "near lockers" and NOT my address. The loss of a package is the responsibility of the shipper and Kiehl's refuses to follow up with UPS and give me a full refund. Kiehl's gave me a case # and told me the problem would be "escalated" to a manager and they would follow up with UPS and then me in 10 days or less. But it's been 3 weeks since all this started! UPS does not follow with the "package investigation" and Kiehl's does not follow up with me or with UPS. I'm the only one calling. Initially, UPS told me they'd resolve the "investigation" in 8 days but 10 days later, I call them and I'm told the "investigation" has been extended for an unknown amount of time b/c the driver refuses to respond to the inquiries. I called Kiehl's after 11 days, and they have no idea b/c they are just waiting for UPS to update and no one is checking in. Also, Kiehl's customer service has repeatedly refused to connect me to a manager or to issue a refund. The delivery confirmation clearly states the package was not delivered to my address. UPS is avoiding filing a claim. Kiehl's is refusing to issue me a refund b/c their "policy" requires UPS to respond first. They have all the evidence they need in the delivery confirmation. Kiehl's can call my leasing office and confirm that I do not have a locker. They can also confirm that locker room is not secured but open to all residents of the 20+ units in this complex 24/7 and also open to anyone who walks into the main building during open hours. I've been a member with Kiehl's since 2018 so they can also look at previous orders and confirm that shipments that arrive to my door are received. This is criminal.

Colis jamais arrivé, aucune information de la part de Kiehl's! En me renseignant auprès du service client qui s’en fiche j’apprends que mon colis en voie d’acheminement à été renvoyé. Pour quelle raison ? Je ne saurai jamais malgré mes appels et mails. Ils n’ont jamais voulu le dire ou le renvoyer. Ils ont remboursé longtemps après… lamentable. Ils ne savent pas ce que veut dire service client.

Have purchased their products for years; both at their free-standing locations as well as 'counters' in various stores (Macy's, Nordstroms, etc.). Their products are by and large expensive but excellent. The morals of this company, however, are terrible. They pull bait and switch pricing, sudden discounts that they will not back-date if only for less than twelve hours, post ludicrous and mind-boggling inane limitations. My latest go around dealt with some young obviously inexperienced soul who really was just following orders. While I will still do business I would caution all to be very careful and not do business with any entity other than Kiehls Candidly, they want their boutiques/counters to go out of business.

Ik heb nog nooit zoiets gedaan, maar ik word echt pissig van de manier waarop deze klantenservice werkt. Wil na 3 weken wel vertellen wat een ellende dit is, en het feit dat deze review niet op hun eigen website mag komen, gooi ik deze hier wel de ether in. Ik heb een dagcreme gekocht in een actie, namelijk dat je een gratis oogcrème erbij zou krijgen. Het werd geleverd zonder de oogcrème erbij, heb gelijk contact opgenomen met de klantenservice. Ik moest een foto sturen van m’n bestelling, om aan te tonen dat dit inderdaad was wat ik besteld had. Het staat er duidelijk bij, en ik mag aannemen dat een bedrijf ook in kaart heeft welke acties ze voeren op welk moment. Dit is inmiddels 3 weken geleden en heb nog steeds geen reactie ontvangen. In de tussentijd nog 3 keer contact opgenomen en wordt elke keer afgescheept dat m’n klacht nog bij een andere afdeling ligt, of ik word afgescheept met een standaard antwoord. Verder had ik een slechte review op hun site geschreven en deze wordt teruggestuurd met dat deze niet geplaatst kan worden, omdat het niet volgens de richtlijnen is, haha wat een grap. Met andere woorden, slechte/eerlijke reviews komen niet op hun site, wat een aanfluiting….Sorry mensen maar dit is toch geen rocket science. Ik had allang m’n oogcrème nagestuurd moeten hebben. Dit hoeft toch geen 3 weken te duren. Echt de meest waardeloze, slechte klantenservice die ik ooit meegemaakt heb! Koop hier nooit meer iets.

Absolutely worst customer service. Offer you a free gift (choose 1 in 6) when you spend £100. Don't include the gift as they run out, don't let you know or give the choice of picking a different product. No point in trying to get a refund based on the reviews here. The stores and products are great. Online is awful

If I could give less than 1 star for the business, I would. I returned the product and sent it by post with the provided return code 1 month ago (from January to now) and received no email saying they have received it. I emailed them to ask about my return and they said the warehouse hasn't received it. How is it possible? The return process is extremely inconvenient that I had to print out the paper and fill in the form. Now I have to accept that you would never receive my parcel and I will lose my money.