Kiehl's Reviews

Poor customer service from the online team. I placed a order to take advantage of a offer, what i wanted was out of stock in store. I placed my order and confirmed with the online chat service it had gone through. I chased this 3 times and have heard nothing. This company seems to be going downhill when it comes to service and retaining customers.

Really poor and disappointing customer service. Reply times are embarrassingly slow and the responses have no solutions and don’t acknowledge the issues flagged. The store staff even complained themselves about the state of it jokingly stating they didn’t even know if anyone was ever there to respond. Spend your hard earned money elsewhere, there are companies that actually care about their customers. Kielh’s don’t seem bothered.

I ordered an item using a voucher for discount. Due to a Khiels issue it didn't go through. I only found out when they emailed me. Khiels said a new voucher would be sent so I could re order. Nothing appears. I emailed them. First email to me from Khiels had absolutely nothing to do with my issues. Many emails and phone calls over a period of two months now promising a voucher have come to nothing. They do not care at all. They don't do anything. How difficult is it to send another voucher code? They tell you one thing but do absolutely nothing and hope you will go away. Do not purchase anything from this company!!

Worst service possible. I was under the impression Kiehl was a professional company. In store service flawless but online a mess. Had to check 3 times what had went wrong with my order after money was deducted but products did not come in. Furthermore, in each order that went through (3 in total) products were missing and there seemed to be no willingness to fix this. Just brief standard reply’s with disclaimers. This is not what customer service should be about. I always try to find a solution directly instead of taking the path of writing a review but I experienced I hit a wall each time I tried to reach out and see how it could be fixed. Would therefore like to warn others not to shop at Kiehl if you expect to receive what you have purchased. I liked the products but am totally put off by how they deal with their customers and will not purchase again.

Awful experience as a first time customer. I placed an order on June 11th and no updates on my account for days! I contacted them yesterday and was told that the item has not shipped yet and it will be in 5-7 business days. Today my account shows delivered June 14th!

Contacted them today and I was told "We are having issues with the shipping confirmations as well as our system not being updated on our end as well, we really apologize for the confusion"

Now I have to wait for Canada post investigation and we all know how Canada post operates.

Kiehl's, this is regarding order KCA_02204470. You turned a first time customer to a last time one.

Love this store? Grrreat Product's? Thank you for Protecting Animal's these Product's really work? & smell so Pretty on your skin, Thank you

•Don’t have White Eagle Shaving Cream in stock anywhere ??
•No one seems to know when it is coming in ???
This has been the case for several months now ???
The lack of common courtesy/ manners ie not replying to customer questions / emails and thinking that Robotic Communication is a satisfactory way of dealing with people ( nothing new for British Customer Service there then ??? ) says everything about what Keihl’s has become 🤷🏼‍♂️
This Company used to be a “cut above” the rest of the Competition in terms of products and Service but this type of “Service”and lack of Products is quickly going to send people elsewhere !

While there are a few product That I like, I hate being treated like an inconsequential idiot, which is something they do well. While you may get customer customer service to listen to your problem, once they hang up expect nothing more from them other than a form letter telling you whatever problem you've had is your problem and your money won't be returned. They have taken $175 of my money, never delivered the product and as I said above, told me they couldn't refund any money. Kiehls, you suck!

Guest in front of me cld not complete purchase because was over $1,000. After waiting 30 mins watching this fiasco I finally walked out. I called another store & was told per customer limit of $1,000 - wait for it… PER MONTH! OMG! This is insane! I'm speechless - a retailer that doesn't want to make money on basis, I'm told, because we could resell it… above retail $!? If I didn't hear it from another store & 800 # I'd think employee didn't know what doing! But this is their policy citing people could resell. WHAT are they talking about!? Deal with internal issues as needed but limiting every customer to $1k PER MONTH,, no wonder 1/2 stores closed down. Bizarre.

The worst ever customer service! Emailed 2 months ago. Got a response over a week later asking me a question then another 10days to get an answer with another question. Quickly responded back and 2 weeks later nothing! Got absolutely no where in 2 months! Completely useless. Made me so annoyed I can’t bring myself to ever buy from them again even though I have used their products for years! Shame because the in store service has always been so good. Very poor Kiehls.

I received a faulty product from Kiehl's that stained my clothes. I have contacted them ELEVEN times and never received a sensible response (now they ignore me). Don't believe the fluffy marketing they don't care about their customers enough to even respond. They also refused to publish my review on their website!

Placed an order online at Kiehl's Canada. After the order had been placed I noticed the order was being shipped to my old address (I moved and even though I had updated my address in their system it saved my previous address as the shipping address). Called Kiehl's to explain what happened and was told NOTHING could be done. The address could not be changed and the order could not be canceled even though it was placed less than 5 mins ago. I was stunned. Asked to escalate the matter to someone and was told it wouldn't matter as there is nothing a supervisor could do. Then told if the order isn't received back from the old address I am out the money and it's not their issue. I am a Kiehl's Black Diamond member however that will be my last order ever with that company.

I recently spent $134 for a eye cream and face cream, and while expensive, thought their 5 peice bonus offer for purchases over $120 would make it worthwhile. On the website, I was offered additional testers - Great! When I accepted this I was prompted to remove an offer, in order to make the sale.
When I noticed the 5 peice bonus offer was removed, they refused to add this despite me emailing them immediately. They refused to provide the bonus offer and refused to cancel the order. In order to make a return, I would have had to pay another $20.00, so or decided to keep the products, which are at best Supermarket quality. Paypal were hopeless as it appears they now only use computers or people in overseas call centres.
The online experience is fraught with problems. I will never use Kheils again!

After writing a 1 star review, customer services contacted me and they solved all issues raised within the last 6 months. It took a while but glad that it was sorted as I was seriously considering stop buying Kiehl’s products.

I don’t know what’s happened to kiehls but am surprised. Have received a leaked item 2 weeks ago that I’ve been trying to sort out and can hardly get a reply. Taking about 5 days each time to get a reply and even then it’s dragging out, have gone onto live chat 3 times but they can’t access any account so often don’t even get told anything and just my message is forwarded. Order is KIE2697879