Kiehl'sReviews of kiehls.com

Just do yourselves a favour and shop at their physical stores.

Ordered a item that caused a horrible reavtion. Requested refund and sent items back wiyh proof of pastage emailed on 4th of june 2020. Almost a month later and no refund or reply to my many emails, voicemails left and tweets. Was called yesterday 29/06/20 to say the refund check has been processed but yet to be posted out! The company is a shambles and the service is beyond disgusting! As a brand of loreal this company has failed to meet the expectations of such a reputable brand. Fyi i am still waiting for my check!

Please don't purchase via mail order. The retail outlets are great. If you purchase online goods arrive damaged and this i your problem

I wish I could give 0 stars - that's how bad my experience was. I ordered a product from Kiehl's. My cc got charged, but I received NO communication from them for a week - no invoice, no receipt, no shipping notification, nothing. So I emailed customer service. NO response. At this point, I figured my order had gotten lost, so I purchased the same product in-store. Two days later, the online order shows up. I called in to Kiehl's to return it and requested that they pay for shipping since it was their fault. After over an hour of waiting, I chatted with a rep who accepted that it was their fault because they were understaffed, but said that they don't pay for returns and she can't change the policy. I offered to return in store, but nope - "not part of the policy." So she's telling me - yes its our fault but you have to pay to ship it sorry. This is truly ridiculous. I definitely will not shop from Kiehl's again.

I have been waiting for a refund cheque for 3 weeks, and have sent numerous emails since for an update and haven’t had a single response, not even an automated email to say they will contact me within 48 hours etc. The phone lines are not working either. How is one suppose to get hold of them? This is ridiculous, highly unprofessional and I’m losing my patience. I have been buying products from them for years and had no issues but this was the first time I have had to return items for a refund. I was unaware it would be so stressful and definitely didn’t expect this from a renowned company. Highly disappointed. Shabana

The WORST customer service I’ve ever experienced. I’ve been waiting for a refund on two items for over a month and have emailed so many times. I keep getting emails back saying they will get back to me but it never gets resolved.

Likely the worst customer service I've ever encountered. Literally. You wait weeks (WEEKS!) for an email response, only for them to tell you "we escalated your issue and are marking it as resolved," but you never hear back and they never help. And you have no ability to respond. This has happened to me twice. I've tried calling, and hold times are obscene—I'm not even sure if they ever answer. They're trying to blame this on covid, but fact is they furloughed thousands of employees who would have been happy to fulfill this role. Kiehls is just prioritizing profits over the wellbeing of their employees and customers. I don't even know why they bother wasting money on a customer service department. Asking a brick wall for help would be more useful.

I am currently on hold waiting for a customer service representative. It's been 50 minutes. I took advantage of the offer to get a free product with purchases over $65 or $75 or whatever it was. Anyways, they just sent me my free product only. I didn't receive the things I actually paid for. I tried emailing them, but it's been three days and no response. I also tried using the chat function, but got a message no one is available. It's a shame. I love their products, but I will reconsider using them because of this unacceptable (or shall I say 'non'?) response.