As a long-time loyal Kiehl's customer, I can officially say I'm done with this brand for good.

In February I made an order for the Creamy Eye Treatment With Avocado (28g), one of the many products I've been using for years. It arrived completely watery. I promptly contacted customer service and kindly sent pictures of the extremely runny liquid. The agent told me to just wait a day or two and claimed it should "re-solidify." I doubted it, but gave it more than 2 days to be sure, and nope—it was still just as watery as the day I received it.

So I messaged them again. They made a ticket, then didn't reply for ages (not until I left a poor review of the product on their website). They asked for tons of info (more pictures, my address, phone #, etc.), which I supplied, even though it was annoying to have to send all this stuff all over again.

Then I hear back via email from them once again telling me to "stir" the product and wait for it to re-solidify. WEEKS have gone by at this point. This is a luxury product that they charge $76 CAD for, and they're telling me to stir it? The product was still runny as water; stirring it wouldn't do anything. Additionally, it's incredibly tacky and gross to tell loyal customers to just stir an expensive product they bought. I paid for the eye cream to be in its original form (creamy, not watery). I shouldn't have to do anything with the product but enjoy it. If your product isn't as advertised, then you should happily and quickly replace or refund it like every other luxury brand does.

Anyway, I call customer service this time (crazy how much work I have to do because THEY sent ME, a loyal customer, a bad/mal-formulated product!). The lady tells me they don't do replacements. All I wanted was a new eye cream as I'm out and want it back in my routine. Nope. They said I have to go to the post office (quite the drive for me), print a return label, and return the gross expired/watery product, then in 30 days or so I'll get my money back. Why should I have to carve time out of my day to return something (that I proved various times through photos) is expired? They could see right in the photos that the cream is watery (I'm seeing other reviews from people getting this cream in liquid form, so it's obviously an issue in formulation on their end). How do they think it's remotely okay that, after spending thousands and thousands on this brand, I should have to spend all this time returning something they're just going to throw in the trash? All they had to do is replace the obviously mal-developed cream. I would have been happy and continued to line their pockets with thousands of dollars for years to come. But not I'm switching 100% to First Aid Beauty products and getting my family members to do the same. Their loss!

Also, can someone explain to me why a luxury brand can't replace items that are OBVIOUSLY (again, seen via the various photos I sent them) bad?

This company treats their customers like absolute trash.

Why have I had to spend the last month emailing, going on chat, and calling over THEM sending ME a product that wasn't what I paid for? And they ask for all these photos, for what? They treat you like you're a criminal and lying about the product being bad or something. It's really, really revolting.

Anyway, use First Aid Beauty instead if you like this brand. Their stuff is better, and their customer service is wonderful and fair.

Thanks Kiehls!

For no reason, Kiehl's website has refused to accept any form of payment from me (tried two different cards and PayPal) and has, over a week later, still has not resolved the problem. Below is the transcript of the least helpful customer service agent I've had the misfortune to work with (save maybe Comcast reps). My advice would be to save yourself the trouble with this website and shop elsewhere. Edited and condensed for clarity.

ME: im trying to place an order but unfortuantly the website wont accept any form of payment. I've tried paypal and two differnet cards, both of which i know are active and working.

KIEHL'S: I am sorry for any inconvenience. What I can do for you today is definitely do some further research on why you are receiving this message while trying to submit your order. All our research takes 8 to 10 business days to complete. What is the best way to contact you?

ME: email but unfortuantly i really need to place this order as im out of the products. Can i try to order via phone maybe or something?

KIEHL'S: May I please have your first and last name, billing phone number, last 4 digits of the card, and card type?

ME: [insert billing info here]. So you dont have a phone order option? I unfortunaly dont have access to a kiehls store. If it helps - they (the cards) pull from two separate accounts. Both of which im positive are active with no holds or anything

KIEHL'S: I will be right with you.

KIEHL'S: Unfortunately, we are unable to place orders with the information you provided, I apologize. My best recommendation is to visit a local store to make a purchase.

ME: im sorry thats not clear. Is there an overall issue with your ability to process payments right now?

KIEHL'S: I am sorry, I do not have any further information. We recommend purchasing from a local Kiehls store.

ME: i have tried three seperate payment menthods all of which i have used within the last 48 hours elsewhere and i know they are active and working. I dont have access to a kiehls store is what i am saying. The error message directed me to contact customer support which is what i am doing. If you cant resolve the issue could you not at least direct me to the proper person whithin your organization who could resolve the problem?

KIEHL'S: We are unable to to place orders with your information, I am sorry.

ME: yes i understand you are unable. Im asking why. This is the only way i am able to currently purchase your products. Who within your organization can provide further information.

KIEHL'S: I am not provided with that information, I am sorry. If you have any further questions you can call us at *******572.