Kiehl's Arvostelua 

Items never received. Customer services hard to deal with, and waiting 3 weeks for resolution.

The purchased product was on a deal which has now expired. Their customer service offered a 10% discount as good will - the offer I lost out on was 50%!!! So really poor to only offer 10% instead of honouring the original offer.

Avoid.

Absolute circus of a firm! Beware when buying from them.
I am writing this in order to share a deeply disappointing and downright shocking experience that I have had with Kiehl’s.
I placed the order via the web site on the 30th September.
As the product had not arrived on the 06th October I sent a chaser to which I was told to wait 14 days.
The product was still missing on the 09th October so I chased yet again and was lied to that the product was in ‘transit’ while the screen shot still indicated ‘pending’.
As nothing was changing, I then contacted them yet again on the 12th October for an update. As a result I was told on the 15th October that my refund request is being processed!!!
I never requested a refund so not sure why the latest email.
I am absolutely shocked following my experience.
To add salt to injury I continue to receive emails asking to review the product samples and separate email to rate my experience.
Absolutely, totally and utterly shocking.
As a result:
1. They sat on my money since 30 September with NO DELIVERY
2. I lost my birthday voucher that had simply expired
3. I have had to deal with an abysmal, slow and totally disconnected from reality customer services, not to mention erroneous responses along the way
4. I had been deprived of my money while the payment was appearing on my credit card statement and had not received anything from them! Not even apology!
5. The promotion that I wanted to take advantage of finished
The resolution offered was to simply go and get my samples from a store with no purchase.

ORDER NUMBER KIE3248903!!! It IS a genuine review!!!

EMAIL AFTER MY FINAL CALL. This is when they bothered to actually respond.

Thank you for contacting Kiehl's and for your interest in our brand.

You called us regrading you case nº10547637.

I am sincerely sorry for the inconvenience caused to you. Be ensure we are working hard to improve the quality of our services and products as well.

After checking I can confirm that all the processes were made correctly and there is nothing more to be done.

Once again, please accept our apologies and thank you for your understating.

If you require further assistance from us please feel free to call us on 08005870830. We are open Monday to Saturday 8:00 - 20:00 and Sunday 8:00 - 15:00

Kind regards,

*******
Your Kiehl's advisor

Customer service is chef’s kiss. Literally the best company ever! I will forever buy from you ❤️

I ordered products yesterday and am still waiting for a confirmation email, went on the site as a guest, the money has left my account but so far no information about my order. Ordered from other companies in the same day and received several emails, confirming the order and giving info about items being dispatched. Have no idea why this is the case have so far sent two emails to which there is no reply.
Will not use this company again.
Just an update. Had to ring the company eventually then an email was sent with an order number etc. but not nearly good enough for such an established name. A confirmation email usually is sent immediately after payment for an order.

Wish I could have given zero stars. Do not order from this company on line. 4 e-mails later, over a 4 week period, I still haven't had a reply. Tried 2 different e-mail addresses, and you cant get through on the phone. The fact they have no customer service dept shows that the product is not what they advertise. I'd never purchase anything from Kiehls again. So many better quality, more caring brands out there. If you order on line and your order goes wrong, expect to lose your money, their after sales is non existent. Ordering a £1 item from a market trader in China has better after sales. Reported Kiehls to trading standards.

Re my recent review.
Thanks for your response.
Unfortunately I have a Microsoft issue and cannot pick up ANY new emails.
My order was made on 30:09/24
Order number KIE3249062.
Of course the order hasn’t arrived and I’d like an immediate refund please.
I’ve not even had an update and now the 14 days has passed.
If I’ve added my phone number you can call it if necessary otherwise this is the only way to get in touch with me right now.
I shall also be ringing customer services.

Made one order, something went wrong on their end and order wasn’t completed even though they took $78 out of my account and held it for 16 days. Stupidity tried again and made an order for 241 promo, $279 in total. After a week of no update I check and it says my order is on hold and all items are out of stock. I click the cancel order button and it says “order cancelled” and NOT A WORD ABOUT A REFUND. Horrible scam company, I will be filing fraud charges with my bank. Avoid this company

Ho ordinato e pagato il calendario dell'Avvento , oggi mi arriva mail dove dicono che non sarà consegnato e verrà rimborsato......pessima comunicazione .

Smooth, efficient delivery. Brilliant.

What an amazing products, I have use a few brands in my time but wow, Kiehl’s so so good using most of the products and my skin has never looked so good. Ultra facial moisturiser stop it, it is just wow

I cancelled the order as the waiting was over 2weeks, I needed badly for my acne prone oily skin during the summer. Thought I’ll get it in the store instead. They promised it’s cancelled and the payment will be refunded, which didn’t happened. So I ended up having the same things twice, the online look confusing and I went to store to attempt a refund and they told me you can only exchange for the same amount of money or more, but pretty sure you can return as it said in the terms& condition but they insist. The items did not work at all and causing me even more acne and more oily. Switch to other brand now, much more affordable and work instantly the next 2days instead of ‘wait for a month’ to see the result.

Won’t ever use these cowboys again, didn’t bother to pick my order when they advertised they would, tried to complain, you can’t, and even though the order hasn’t been picked I can’t cancel it, advised to refuse the delivery if it ever arrives and that should prompt a refund, a big gamble with £100 worth of products, absolute bunch of tossers and won’t ever use them again!

N.B, post Keihls response. You can dress it up how you want, I asked for a refund prior to the order being picked to enable me to go and fetch the products from a store, it hadn’t been picked at source, no email suggested the order was ready, I.E, Amazon’s much better practice, but you refused to refund me, just because you think that is acceptable doesn’t make it so. Thanks for confirming though. Still won’t be using you again.

case 09553929
I have been told by support since March that I would receive a response to my problem but I have not received any more response despite dozens of requests made! Shameful! Stay away

I’ve order the products via online on 9/8/24, more than a week pass by.. no update status .. so I’ve contacted them via contact form… nobody reply back.. this is the last time I will order through them..

I placed an order for your products through look fantastic. I ordered Kiehl's Calendula Deep Cleansing Foaming Face Wash - 230ml, Kiehl's Calendula Herbal Extract Toner - 500ml, Kiehl's Ultra Facial Gel-Cream - 125ml and Kiehl's Calendula Emulsion 125ml costing me a total of €180. It was my first time ordering these products as I usually go for ultra facial cream and ultra facial cleanser. I am very very disappointed with these new products as they are causing my face to feel like it’s burning and causing breakouts. I understand breakouts can be normal when changing routine but the burning sensation has made the products impossible to use. I’m not happy with the products what so ever. The products clearly state they soothe and calm skin not cause fiery, burning sensation.

Great products! Great service!

The worst online experience I have ever had. Ordered on 14 July promised delivery in 3-5 days. After 14 days no shipment so contacted them again for a third time and they sent an email to say that they would pass to refund department. 3 days later I get an email to say that product has been shipped and I now have to go to the bother of sending back the order and no doubt waiting months for a refund. Agents do not listen to what you are saying and just talk over you!

Once the item was in stock and ordered, after getting an e-mail notification, delivery was very prompt. Great product, tried the smaller version, got the large one this time. Thank you.

Bought at a reasonable price & arrived when said it would - What’s not to like .

Love the products but the online customer service is probably the worst experience I have had buying online. Placed an order which Kiehl’s online. It was not followed up with an email to confirm order. After a few days I contacted them as the money had been taken. I was informed the order was not processed and the money would go back in my account and that I would need to reorder. After reordering the money was not returned and I received both orders. It’s been a week now since contacting again and I have had no reply. I also only received one of the samples ordered. I see this is common issue along with slow processing. Poor from a premium brand. Such a shame that the service doesn’t match the quality of their products