Kiehl's Arvostelua 3 180

I ordered a gift for my Mrs, £71 as I was a new customer and if I signed up for there news letter I should of received a 15% discount. When the discount was not applied I emailed customer services and was given excuse after excuse 8 mails later I give up which I imagine is there hope. Never again. Hope this helps anyone thinking of using this shower.

Placed an order last week, my account has been charged. I've received no order confirmation and heard absolutely nothing regarding delivery. Have emailed and heard nothing back. Help!

I do like Khiels and I love receiving free samples. Its a shame the shops are closing down, I liked the fact I could return my empties for a discount. However, the shop advice I usually recieve is not always the best advice and AI has stepped up to be my new skin advisor, Claude gave dangerous recomendations where as Gemini was spot on, excuse the pun. My biggest disapointment is I just bought a small jar of ultra face cream for £21 and it is only half full. Now that is cheating and I will probably pay extra for Dermalogica next time or The Ordinary if im really on a budget.

Poor customer care bought Avacado eye cream arrived faulty instead of refunding they decided to completely ignore me and tell me to essentially put up with the faulty item
Very upset and disappointed with their customer care

I am extremely disappointed.
I have been using Kiehls products for years and love them. My issue is with their website and online orders. I ordered 6 days ago and my items have not even been dispatched. I would have expected them to have arrived by now.
I needed them going on a trip, but am going to have to buy something else to do instead now.
This is extremely frustrating after spending over €100 on two items from Kiehls which have not even left the warehouse.
I would not mind if there was communication regarding this on their end there has been no such courtesy.
I tried to contact customer service but received a pop up saying that to look at the FAQs as they are expecting experiencing high number of queries.
I’m sad to say I’m done with Kiehls, this is not the first time this has happened with them.
I also can’t even check the status of my order as there website does not recognise my postcode despite it being the one I originally provided. Very poor customer experience

Update 14th May 2026, I can now say I did receive my parcel on the 8th May. I do wonder if my review on Trustpilot speeded things up, so all good, but I still wouldn't bother ordering online again.

I dont know what's happened with Kiehls online, used to be great, You would get your order within a couple of days. Ordered some moisturiser on the 4th May. Okay bank holiday, so processed on the 5th. First problem is tracking with Evri, used to be Royal Mail. Today is the 8th and still no sign of it. Spoke to someone finally and not interested, cant guarantee when it will get here and very dismissive. My advice would be dont order online anymore. Just go to a store and buy it there. Not worth the hassle tbh.

The day cream is fantastic. The eye cream is average.

Kiehl's shorted me on free samples. I asked them to send what they forgot to pack. They stated that for "technical reasons" they were unable send out the missing sample. Gosh, the poor darlings don't seem to be able to cope. Must be all the money they are making from their new higher pricing has left them exhausted.

I purchased the KHIEL’S PERSONALS Over & Under cream to powder deodorant.
Instead of a cream the tube had a sort of liquid coming out when opening, and then a cream, which has no scent at all. This product has no purpose of use and it was just a waste of money.

First I was incorrectly charged for delivery and then they refused to refund it for a number of weeks. Secondly the free gift as part of the purchase did not arrive with the product and when I contacted them they refused to send it out. I went back and forth with them on this over a number of emails before getting a very rude final reply. I’ve been a customer for years and this has truly put me off ever shopping with them again. The lack of apology or attempt to resolve the issue was crazy. The free gift was a small error and really such a small thing, easily sent out again. But it was the poor service and rude responses that really puts me off.

ETA - the below response sums up the customer service. I did provide the correct code at checkout but Kiehls refused to honour it and sent several rude emails. I have been a customer for years but I wouldn’t ever purchase from them again after this experience.

I actually love my avacado eye cream and thought I’d be a customer for life. However, I have just came across some distressing content about animal testing including beagles and I am shocked to discover that Kiehl’s is not a cruelty free brand which disgusts me. Will never buy from again.

Poor online system. I selected some samples with my order and nothing was delivered- contacted customer service and they were unhelpful. Also the delivery time they advertised was totally incorrect which was extremely disruptive.

Disgusting customer service.
I ordered 2 eye creams and was meant to receive a free gift worth £70.
I only received part of this free gift and was not contacted to explain part was sold out, I then chose to return the whole order due to the lack of communication and principle that I brought the eye creams for the free gifts.
The warehouse received my order on the 23rd of March and it still hasn’t been scanned.
The customer service team have hung up on me. I have proof of this as they emailed me to say sorry after I called back to complain. I was told 3 days ago my order was refunded and called yesterday to find out that was also incorrect,
I will never order direct from yourself again.
KIEC111776

We would have absolutely loved the opportunity to look into the missing elements of your free gift before the return was made, as this is something our team would have been keen to resolve for you — so in future, please do get in touch with us first and we'll always do our best to help! - PLEASE NOTE I DID CONTACT YOU FIRST AND YOUR RESPONCE WAS IT WENT OUT OF STOCK AND THERE IS NOTHING YOU CAN DO - I HAVE EMAIL PROOF OF THIS AND ALSO I HAVE ANOTHER EMAIL RECEIVED LAST WEEK TO SAY YOUR REFUND SYSTEM IS DOWN AND SHOULD BE BACK UP AND RUNNING BY THE END OF LAST WEEK AND STILL NO REFUND

I rarely leave negative reviews, but this experience warrants it.

I am a long-standing Kiehl’s customer (including Everest-tier loyalty status) and have previously engaged actively with the brand, including its recycling programme.

In December 2025, I placed orders linked to a promotional offer. The associated gifts were not received, and what followed was a prolonged and unnecessarily difficult process to resolve the issue.

Key points:
- I raised a legitimate concern about the promotion not being honoured
- Initial responses relied on generic policy explanations rather than addressing the issue
- Escalation was required to obtain meaningful engagement
- Items eventually sent were documented as 2023 promotional stock, not aligned with the 2025 offer
- The complaint was closed without a clear, reasoned outcome

After further escalation (including formal correspondence), a goodwill gesture was eventually promised.

However:
- Nothing was dispatched within the stated timeframe
- I had to chase for an update
- No response was provided to my follow-up
- The package was ultimately sent several weeks late

When it did arrive, the contents were a generic selection of samples, which did not feel proportionate given the history and level of escalation involved.

While I did eventually receive something, the overall experience was characterised by:
• poor communication
• lack of ownership
• delayed follow-through
• inadequate resolution

Most disappointing is that this could have been resolved quickly and simply with a small amount of discretion.

Instead, it became a protracted process that fell well below expectations for a premium brand.

Update (2 April 2026):

The goodwill gesture referenced by Kiehl’s in their response below was dispatched several weeks later than indicated, without any response to my follow-up enquiry, and arrived via Evri with no accompanying note or context, consisting of a standard selection of samples.

Kiehl’s state that this matter has been resolved “as fully as we are able”; however, that position is difficult to reconcile with the delays, lack of communication, and the nature of the resolution ultimately provided. The tone of their response is consistent with the approach taken throughout the process.

-Products are just highly overpriced now.
-No shops in the area to buy the product.
-Very high delivery time.Will take like 10 days to even ship out a product.
-unreliable stock, products are never in.
-Terrible loyalty system.
-Once I took 10 product bottles to the shop in exchange to loyalty points and they didn’t even process it.

Ik probeer continue de klantenservice te bereiken en heb hiervoor een nederlands telefoonnummer.
Ze nemen gewoon niet op en verbreken de verbinding.
Ontzetten vervelend en ik voel me als klant derderangs.
Wel graag willen verkopen!

Ik ben bij deze klant af!!!

I am extremely disappointed with Kiehl’s customer service.

About 1.5 years ago I experienced an allergic reaction to two Kiehl’s products. According to their policy, I returned the products as instructed so that a refund could be processed. The products were received by Kiehl’s, but since then I have still not received my refund.

Over the past year and a half I have contacted customer service multiple times, but the issue remains unresolved and I rarely receive a meaningful response.

For a brand that presents itself as premium and customer-focused, this experience has been very disappointing. I simply expect the company to honor the policy they communicated and process the refund for the returned products.

I hope this review encourages Kiehl’s to finally resolve this matter.

Ich bin seit vielen Jahren Kunde bei Kiehl's, da ich die Produkte sehr schätze. Meine jüngste Erfahrung mit Ihrem Kundenservice war jedoch extrem enttäuschend und inakzeptabel.
Ich musste fast vier Wochen auf mein Paket warten, nur um dann zu erfahren, dass es bereits im Paketshop zugestellt worden war – ohne jegliche Benachrichtigung. Das Paket wurde anschließend zurückgesendet, wiederum ohne Information an mich. Erst durch meine Nachfrage am Telefon wurde mir dies überhaupt mitgeteilt.
Als „Entschädigung“ wurden mir 20 % angeboten. Da die damalige Aktion, bei der ich bestellt hatte, jedoch deutlich höher war, müsste ich für die gleichen Produkte bei einer Neubestellung mehr bezahlen. Dies ist keine faire Entschädigung, sondern verschlimmert die Situation nur.
Der Kundenservice konnte mir weder helfen noch eine Lösung anbieten. Ich erwarte, dass solche Vorfälle ernst genommen werden, und erwarte eine angemessene Lösung, die meinem tatsächlichen Schaden gerecht wird.

Ondanks alle reviews over niet-ontvangen pakketjes heb ik toch besteld en bij mij is het gewoon allemaal goed gegaan. Mijn pakket een paar dagen na bestellen ontvangen en ben heel blij met alles! Fijne producten die mijn huid een mooie glow geven. Ook de gratis samples zijn geweldig.

Never ordering again, unsubscribed.
Ordered an item with £10 1day express delivery, delivery guaranteed even over the weekend. I placed the order on Thursday 11:30am, they waited until Friday NIGHT, 10PM to ship the parcel. On Saturday night I still have no notification of the courier used to ship my parcel or tracking number. No updares, nothing. Unreliable to say the very least. Save your money. Order KIEB894198
UPDATE: I stand by my review. There was zero communication from you, which is incredibly frustrating. I didn't even know what courier was delivering, let alone the tracking number, that was never sent to me. Parcel was late. Product has been left outside my door dispite the fact I NEVER authorised. Nobody rang the intercom or knocked on the door, despite the fact I was home. Horrible service start to finish. After all this mess the best the could do was refund the shipping charges. Mediocre and underwhelming response at best.