Kiehl'sReviews 135

I bought this a few months back on a two for one sale. The product looks like avocado because it is smooth, green and creamy. However, I feel that this is false advertising to say it is an avocado mask. I finally found the ingredients at the bottom of the jar. Avocado is not the main ingredient in the product. Avocado oil is the third ingredient from the BOTTOM, not the second, third, forth, etc., but all the way to the end of the ingredients. It's a fairly nice mask, but to say it is an avocado mask is misleading.

I returned a product that made my skin break out. I did order it online and happened to be near a store that said they would gladly make the return and it would take a few days to get my refund. I did that on 10/25/22 and I'm still waiting for the refund. I have contacted customer service 3 times and they keep saying they have credited my account. It's been too many days to get my bank involved. I will not buy products from them again.

I hate giving even one star as it adds to their rating. My experience w this company has been the worst ever. After buying over $400 worth of products, discovering half of them are just made-up ingredients, super overpriced. Their customer service and billing are also quite dishonest, they charged my card twice for the same order, and it took over a month of calling and asking them to remove it before they finally agreed.
I tried buying from them twice, never again. The second time, during their sale, I kept getting a billing error, for a card I use everyday. I kept getting this error until the sale was over, then miraculously, I was able to place the order! Why have sales if you want to cheat people this way.
Won't shop here again, customer service is of zero help

Kiehl's will not update your address if you make a mistake even if you call them 2 minutes after ordering. They also refuse to cancel orders and allow you to re-order to the correct address. Terrible policy. Terrible customer service. I am a lifelong customer who will now stop buying from them.

I've been shopping from Kiehl's for 24 years and for the first time ever, I reached out to their customer service this evening. The rep was polite, but 100% unwilling to help. The issue at hand was EIGHT DOLLARS and instead off offering a credit or something, the rep copied and pasted the terms and conditions into the chat and added that orders can not be modified once placed. Really….you're gonna lose a 24 year customer over 8 bucks? This was probably the worst customer service I've received in quite some time….not at all what I'd expect from Kiehl's. Perhaps I just had a bad rep, but I'm gone for good.

Overall I had an ok experience with Kiehls until I tried to write just one negative review on their website. The review was moderated and removed.:-/ VERY dishonest to remove negative reviews, and now I simply don't trust anything from their website. Their products I would say overall are rather overpriced and mediocre, the only exception being an excellent antiperspirant crème which is now unavailable for some reason.

Gift card system online doesn't work! I have spent about 2.5 hours calling customer service multiple times and using their online chat, only to be hung up on, disconnected, given the ring around, and at best told there is nothing they can do. This is real money that Kiehl's will not help me use!

My family bought me $100 gift card, now I have to go back to them embarrassed, after having WASTED HOURS of my life, to tell them that the card doesn't work. Kiehl's virtually has no customer service available who can actually help customers... I am also a long time customer and spend about $500 a year on their products, I would expect much much better from a high-end company like this. I suspect, when they got bought out by Lancome, everything went to $#*!; it certainly isn't the same customer experience, and now I wonder if they are cheaping out on their products as well...?

Today i was calling to kiehls customer service to ask about my order, because its been delay for more than a week. I was hoping there is a solution from them, but what i got very rude customer service. She said nothing i can do what kind of customer service they give. She doesnt listen to me at all, just want to finish the conversation asap. Do not order online at all, their shipment are $#*! and also their customer service.

I'm in second month of Kiehls Customer Service telling me I need to call in and when I do, I am told I need to email them. When I email them, they tell me to call again. I bought this product in the Houston Airport after forgetting my makeup bag for a short trip and had a bad allergic reaction on my eyelids. I've used a lot of their products before and this has never happened so I was shocked. It was horribly dry and my eyelids were swollen for a week. I have been greatly disappointed in their Customer Service after spending $80 on the face lotion. I am constantly passed back and forth and no one seems to know who I should talk to about getting a refund. I will never order a product from this company again.

I got a birthday promo from Kiehls where I can redeem it online or in store. It says in the email (which I'm keeping as proof!) that it's good until August 4,2022 (today is July 28,2022). I tried making purchase online today and redeem the "gift," then the nightmare began. I was told the promo expired July 20, so I need a new promo code. I was given a new promo code that "didn't work" with my orders. So tried removing my original orders and put it new ones just to see. Nope, the code doesn't work. I was told multiple times to wait for the supervisor but supervisor never came. Kiehls/Loreal is too big, too rich. Doesn't give a damn about customer care. I would have put a rating of zero if that's possible.

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_*******. You turned a first time customer to a last time one.

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.

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!

The customer service is terrible but for expensive products, this is just not acceptable. I gave feedback and a review and was given the following response. Typical automated replies from Kiehls customer service. After decades of loyalty to products that actually worked, I can't continue to support a company that does not care about its customer experience!

Kiehls has some of my favorite skincare, but I don't like buying their products online. I recommend shopping in store, I've never had problems there! Watch my attached video for more details about my experience with Kiehls.

I bought on purpose cremes for a high amount so that I could benefit from the special offer of additional beauty bag and cremes. Unfortunately I never received the gift bag. When I enquired I was told that I had not entered a particular code. Kiehl's refused to send me the gift, I could have send the whole order back to Kiehls and ordered it once again with the code just to receive the gift bag. This would have meant more CO2 footprint, which for a company like Kiehl's, that pride themselves on lowering their impact on environment, is a contradiction of their company policy. Rather surprising. Would not recommend this company.

I have been trying to get a refund for two orders that were sent to the wrong address, the hotel supposedly sent back the packages but Kiehl's never received them. I have called Kiehl's various times about this issue; first, I let them know the address was wrong, and they told me I needed to call the mailing service to change the address... but when I did the mailing service told me that Kiehl's was responsible to change the address, not me. Next, I contacted the hotel where the items were sent, but they said they refused the package. However, since Kiehl's never got the return they are holding me financially responsible for the lost or possibly stolen items. I never got the items obviously. I talked with customer service and they told me if they do not get a return, they don't issue a refund. I clarified, that if someone kept my order (stole it), basically I'm financially responsible. And they told me unfortunately yes. I bought from Kiehl's for years, I usually save to be able to buy their products and this is just disgusting how they treat their customers... especially during a pandemic when people are already struggling.
I filed a claim with the shipping services, but it's already been months since the issue -I hope this gets resolved but I wouldn't hold my breath. I will never buy anything from them again. If they treat their customers this way, they are probably the same way with their employees. I've never had an issue like this with any other brand, basically stealing from their customers.
Customer service is about doing the right thing, not only when things are going smoothly and the company is taking your money for a purchase, but also during the difficult times like when packages are missing. Kiehl's is a multi-million dollar company stealing from its customers. If items are lost or stolen, the customer is responsible... that is just disgusting.

The fact they sat on their hands initially and had me do their work was the first red flag, and now they are giving a new excuse that if the package isn't found even with my claim that I'm financially responsible. Horrible ethics of this company.