Kiehl's Reviews

Even tho they aren't my brand of choise, i have used it before and they are quite good.
The oils are of fast absortion making the hairs really soft over time. The only reason i switched brands is because i prefer the smell of my new one (and also i do some of my own)... but Kielhl's doesn't lack behind quality wise.

I ordered some items thinking they were all natural and organic and they were not. I tried to cancel the order almost immediately after I purchased and was told I had to wait until it shipped. I was then told I was responsible for the return shipping costs. Very frustrated with the whole process and would not recommend.

Placed an order on November 29th and received no dispatch note. Sent an email chasing, two weeks later, with no response. Rang customer services today and was told they would look into it. I have now been automatically refunded - but all I wanted was my order. I realise times are exceptionally hard right now but there is no excuse for zero communication. Do not take part in Black Friday offers if you cannot fulfil your customers' orders - I'm just grateful I wasn't ordering Christmas presents.

What a joke. Quoted 3-5 business days for order. Called "customer service" after 7 days, told me nothing I didn't already know (your order hasn't been despatched - you think!). Suggested waiting 5 more days then call "customer service" again - for what? No more information? Not possible to cancel order. Can only reject delivery then wait for refund, I'm sure they'll handle that well! So I'm just going to accept this delivery when (if) it ever happens, then never use Kiehls again.

For being a quality brand the customer service is terrible. The website kept having an error during check out. I was charged 3 times without the order a actually “processing”. After calling customer service and having my call dropped twice I was finally able to speak to a representative. They refused to help in any way. The representative was rude and dismissive. I still don’t have an order/confirmation number and am having to now file fraud/dispute the charges on my card. Kiehl’s has lost a long time loyal customer.

They cancelled my pick up order a day after Cyber Monday deal and won't honor their prices after the fact. What BS. Their customer service policy sucks.

I placed an order online with a Black Friday discount and free gift. 24 hours later my order was cancelled with no explanation. I spoke to two different customer service agents who stated it was a billing issue. I called my credit card and they stated there was no issue and the charge was pending. The second customer service agent tried to get a supervisor involved but the only solution they offered was to place my order again. I reached out via DM on Twitter and was encouraged, but after four rounds of back and forth their only solution was for me to place the order again since they were offering a similar discount but they would not fulfill the original order. Rotten customer service and I spent way too much time on it. Given the cost of their products, I would expect a higher level of customer care. I won't be going back.

Waited so long to receive package, but only receive the free gifts and missing ALL items I have purchased. That is the most important thing. Called customer service, but they said they have no idea why the products I have purchased weren't in the package box. They said they will resend me the items I have purchased, but add up all the process need to wait another week. This is my first time receiving a package without the products I have purchased!

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?!

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!

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.

Wasted couple hours to place an order, I pay through paypal and my billing address on paypal is European, it ends up getting cancelled because it doesn't match the address on the website. At the same time I can't choose European countries for my billing address. Customer service is useless, company doesn't care about customers. I also tried contacting them via email no reply for 2 weeks. Well done, Kiehl's.