Kiehl'sReviews of kiehls.com

Having made an online order on 23rd November and after having a nightmare with my delivery being sent back to Kiehl as a mistake by DPD and another customers parcel being delivered to my home I can honestly say it is the worst customer service I have ever experienced. Phoned and put on hold for 15 minutes and 12 minutes with still no answer. Online enquiry form filled on Saturday with still no response or email acknowledgement and also emailed today and again no acknowledgement. All I would like is my order delivered and to at least speak to someone about the issue. For a luxury product range the service does not match the brand at all

Dreadful customer service. It took from 23rd August to November 8th...11weeks...77 days in total to sort out a complaint about the effectiveness of a product and a subsequent replacement. Appalling. E mails were ineffective and they were totally unresponsive & dishonest in their contact with me.

Worst customer service imaginable. Ordered products a week ago, order for whatever unknown reason didn't complete but funds were allocated from bank anyway. After trying for 5 days to contact them via email and phone, often being hold for 2 hours I finally spoke to someone who advised 'I should have called straight away' said that as I had waited so long they would not honour the previous price and that I would not be required to purchase at full price.

BAD BAD BAD! VERY BAD customer service! Be Caution! Don’t buy from Kiehl.com. The system is messy up and customer service is terrible. I placed an order online last night. I received the transation details from PayPal already but didn’t receive the confirmation number from Kiehl. I tried to live chat with Kiehl agent to find out what happened. I was waiting for more than an hour, but still didn’t get any chance to talk to anyone from the company. This morning I just now called Kiehl’s customer service. The representative named “ Channel” was desultory. I explained my situation to her. She didn’t ask me any of my information, such as my name, my phone number, my email. Then she kept me waiting on phone without saying a word. I asked if she was still here, and she told she was pulling up the information. By the time, I was about to doubt if she was really doing so because she didn’t have any of my information to pull up. After she told me what she was doing, then she said that I will receive the confirmation number tomorrow. I questioned her why tomorrow, not now. I was feeling so shocked. Everything from this lady made me feel unusual. So I asked her if she could cancel my order because I don’t want to wait too long to get the confirmation number. She told me she couldn’t do anything because my order is pending, what I can do it to wait until tomorrow I get the confirmation number email. OMG!!!! I was kinda mad. I questioned her how she can surely say I will get my confirmation number tomorrow by email since she didn’t have my information. I asked she to told what I ordered, what the client’s name is under this order, and where the products are shipping to. She hung up the phone without any signal. I am so mad now. I am wonder how this kind of person can represent a company. I am so disappointed to Kiehl’s. I am not gonna order anything from them, and I will share my bad experience with people I know.

In my experience this company has the worst customer service, I have never received a reply to my emails. And never been able to get through to them via the two numbers supplied on their website (one when called apparently belongs to Clarisonic). Once I managed to speak to a L’Oréal employee via the number on Kiehls Instagram page and they said they would forward my concern onto kiehls who would get back to me...but never did! Both times my issue was never resolved, PayPal resolved my issue of being charged twice last year. And this year I didn’t receive the gift box or any of the 3 samples they state come with every order, not a huge deal as I got the products I actually paid for but as it’s a gift would be nice to have the gift box (they state will be included) to put the items in. The fact there is no way to contact anyone for help really puts me off future orders because if I have an issue with products I’ve paid for I will be very angry if that can’t be resolved!

I never bother to leave reviews for companies but feel I have to for these frauds. The worst customer service I’ve ever experienced. I spent £50 on a 30ml bottle of serum and when it came the plunger was broken. So unable to use. I returned it back to kiehls and had to pay for returns postage so now another £3.95 out of pocket. I have emailed customer service and been completely ignored. I then called kiehls/who is in fact L’Oréal customer services and spoken to an advisor who sounded like he was about to have an anxiety attack but promised I would receive an email that day with a refund followed. No such thing, a month later after me returning by the way. Using a tracked service. A week later I received another email from some rude lady called ‘Ali’ who is repeatedly just said the same thing I will receive a refund when they receive the return. It’s been a month and the return was tracked!!! It’s disgusting! Robbed of my money! I will NEVER shop with kiehls again, after using them for years, I have now switched to Liz Earle which is actually better. Honestly the worst customer service I’ve ever accounted! ROBBERY!!! Should be 0 stars!!!!!

Placed my order and haven’t heard since. 8 days. No answer on phone line. No response to emails. Staff in store tried their best and were very apologetic but unable to help. Very poor online service.

I purchased the order online and selected pickup from the store. When I was placing the online order, I never saw any statement said the order has to be picked up in person within two days, otherwise, it will be canceled automatically. I called the store and asked below: 1. I give the authorization to let my friend who lives 10 mins away from the store help me to pick it up. 2. I can pick it up in person but I'm only available during the weekend But the girl in store still told me has to pick up in person within 2 days. This is THE WORSE EXPERIENCE with Kielhs. Not friendly, not flexible. I have to go ahead to cancel my order and will never ever again shop in Kielhs.