Kiehl's

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

I agree with some of the reviews here. The customer service is not that great; I ordered my product at the beginning of the month Dec 1 and as of today my order still shows as new. Its impressive how something that says in stock and ships within 1-2 business days is still not shipped. After this encounter I would not order online again. When you call customer service they really do not give you a good answer. Its always "we got too many orders for the holidays and its tough to keep up". I just don't buy the info they give me. They cant even give you an estimate of when the package will ship out.
Honestly don't waste your time and order online. If you can go to the store; or wait maybe a month to get your products.

Edit: It's now been THREE WEEKS and still nothing has shipped. I can only get the same copy and paste response from kiehls about their "warehouse issues". They're still taking orders online and yet they haven't sent mine from three weeks ago? And they still refuse to cancel it. I can't believe how horrible their customer service is for such a huge company.

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I used to love Kiehls and ordered several times from them with no issue. I still love their products but ordering directly from them is horrible.

I placed an order 11 days ago and it has still not shipped. They said they had issues with "warehouse operations" which is why there's a delay. Okay, great. So I said I'd just cancel them because I can't keep waiting weeks for moisturizer I am literally out of and can get quicker from sephora.

Well, you can't cancel. Even though they said it hasn't been charged yet, they won't just cancel it. I asked about this several days ago and now it still hasn't shipped. Oh, and you have to cover return shipping to return it. So they are behind on shipments from their own issues, will give no ETA for when it'll even ship, they won't cancel it, and I can't return it for free.

Absolutely stupid. Will not ever order directly from them again. I understand having warehouse issues but that's not the customer's problem and some kind of help should be offered.

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.

I think some of the products are great but they have the worst return policy. I purchased products online and they told me I have to mail them back and pay for shipping for which they don't reimburse. There is a Kiehl's store minutes from where I live, a stand alone store, not in a department store, and they told me if I returned it there, they would only issue a store credit. Are you f*&%ing kidding me? Makes no sense. I hung up on customer service and proceeded to write a note on the receipt I packed with my items about how phenomenally $#*!ty their return policy is and that I will not be buying from them again.

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'm not even sure where to begin, except to say that there is something illegal happening with their online business. I received a box with 3 samples instead of the expensive kit (and 6 samples) I ordered a month before Christmas. Several emails and phone calls later, I get the kit (without samples) AFTER the holidays (having been assured I would get it on time.) I had to re-buy the product at the store and then return the box I received from online. They credited my card exactly HALF refunded! Unbelievable. They are crooks.

I got email that my order was processed. Waited 2 days, contacted customer's service over their chat. They said that all is OK, usually order shipped within 2 days. Never received any updates after 2 more days. Contacted customer service after 4 total days again. They did "research" and informed me that my order never come through and needed to be re-placed.

I ordered during their cyber Monday sale. Received only 6 out of 14 items I ordered. I called them and they said they are out of the other items. They refused to refund my money for the 8 missing items. So, I returned all the products and requested a full refund (which customer service said would be no problem). It's been almost a month and still no refund. Horrible service! Do not trust ordering from their website. They have no concept of inventory management.

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.