Kiehl's

I ordered 300$ Of cosmetics on November 6 th 2021 and it never shipped out at all even though it said that fed ex was handling the package. I contacted Kiehls 3 weeks later to cancel the order and they informed me that they can not do so per their policy which makes no sense at all. I still have not received my order and it's almost 2 months later. I can not believe that in this day in age a company that is as major as Kiehls that makes a mint selling cosmetics can not get a handle on setting up a proper infrastructure to handle online purchases efficiently. I had no idea that hundreds probably thousands of customers have had the same experience and post about it online and this company does nothing about it. How about the executives take note and get a little common sense to figure that if they established a great rep and report for fast shipping, fulfilling orders at an acceptable time frame their sales would increase tremendously annually via having a positive rep for customer service. Absolutely livid and will not support this company at all as there are plenty of solid cosmetics companies out there with great customer service and great product lines.

I am so frustrated. I've tried over the past three days to place an order. Nothing is wrong with the credit card. I call them three times, and they did not have a clue... Do you still want to sell?

I use a few of their products, their in store service is not bad, but OHH BOY, their online sale team is awful!
In the past they have:
Send my order to wrong addresses
Take extra long to deliver
Missing bonus items in package(Thanksgiving promotion), and I had to call four times, spoke to 4 customer services(apparently the first three reps were useless) to get the product they promised.
Cancelled my order, they ran a promotion on May 7th, avocado eye cream buy one get one. A few days later, my order was cancelled, totally waste my time, it's a joke!
STAY AWAY FROM THEIR ONLINE PURCHASE!

I am in New York for a conference ( from Switzerland) very skeptical about the skin care product. I was shopping at macys last week and I saw keihls counter. I have heard about it but never tried. I met a very kind beautiful lady who was really knowledgable about the products and she introduced me to the men's products. I got whatever she recommended me and absolutely love them. I never do reviews but this time I wanted to thank Maryem for the great customer service and you guys for the great products. Thank you again

Website is the pits and customer service on the phone is worse. Go into a store to buy their products or skip it. I tried over a 1 month period to order products online to ship tiny college student. Got the a messaging saying having a problem with my credit card. I then tried my debit card and got the same message so I knew it was them and not me. I called the customer service line and they were not able to place the order. Although at this point three PayPal holds had been placed. They said it would be fixed in a couple of days. I tried again a week later and had same story. Called customer service and they said sorry we do not know how to help you place this order. I asked to speak to a supervisor and after being on hold for 10 minutes the person came back and said no supervisors are here. I hung up, called the customer service line rove told they had filled in a case and someone would call me in 3 dsys. Guess what? I never got that call. Bottom line - great products but better to go to Nordstrom's and buy from face to face people and pay to ship to my college student than to use the website or call the awful customer service desk.

I ordered online because I love their products & waited 1 whole month with still no product & no tracking number. I emailed Kielhs regarding my order & then they finally tell me that my product got lost in transit & I should be expecting credit back within 5 business days...? So much wasted time & waiting & no follow up about anything & I have to go out of my way to find out what's really going on & to have my money start being refunded AFTER I MESSAGE THEM FIRST which is ridiculous. Most garbage ecommerce team doing online sales during COVID-19...

Their customer service and shipping service are the worst online service ever. First, they couldn't see my order from their end of computer, they told me to wait for a few days to see IF the data would load to their system. Second, they sent out the shipping info to Fedex but didn't ship the package for several days. They told me false information that the delay on tracking/ shipping info is because Fedex's system is running late on update. Then they told me that since the initiated shipping info has been sent out, I can't cancel my order, I can only do credit. They can't tell me when my package will be shipped out from their warehouse, and they can't promise me that if it will arrive before Christmas. I placed the oder on Dec 1, and they can't even tell me if the package will be delivered by Christmas. Their customer service and warehouse just can't handle all the holiday shopping and keep telling me excuses and false information. Do not buy from this web site, go to their physical stores if you want to buy their products.

Have to completely agree with the negative reviews on this website. I made an online purchase on 11/18/2013, so before all of the holiday craziness. I waited for 2-3 weeks, no package, decided to email them to ask where it is. First email was ignored. Checked the tracking number and it said I had an error.

Waited another week, still no package. Sent another email in mid-December asking them to look into my order. No response. Finally sent a 3rd email end of January. Turns out they never shipped my order (which is why my tracking number was giving me an error). They said they would ship it right away.

Finally early January, I receive my package. Only the item I ordered was inside, the 3 free samples that I chose out were not included. Sent them another email and they shipped the free samples with 2-day shipping.

So, after many ignored emails I finally receive an incomplete package almost 2 months later. I wouldn't be as annoyed if they apologized in any manner, e. G, extra samples or a coupon code for my next order, but they didn't send anything. As a first time Kiehl's purchaser this was a highly disappointing experience. Maybe the in-store experience is better, but I was certainly not impressed.

I would report them to the BBB but they're not even accredited there, which totally makes sense.

Tried to order $77 stuff online during the promotion of $20 off 3 months ago. Tried multiple cards for millions of times, but all cards kept being rejected. Called customer service, received an email saying I will hear back in 5-7 business days about a resolution. 1.5 months passed, nothing happened. Called customer service again and the representative tried to place the order for me - still no luck. She filed another report into the system and I was told to wait for 5-7 days again. 3 weeks went by, of course nothing happened. Called again and was told to wait for another 5-7 days. 3 weeks later I was finally emailed back, being told that they couldn't resolve the payment rejection problem and I should go to the store. I called to confirm and was notified that the promotion expired and I could not get this promotion in store. I was also told that the previous representative should have notified me that. Well, I am not surprised at this moment that I was not told... Really great work that you have pulled off, Kiehl's!

During covid, most people ordering things online.
They have ridiculous store / return policy. Beware of this all shopper.
1. If you get items at higher cost, you can't do PRICE MATCHING even it's within 3 days.
2. If you wanted to return,
Buyer must pay for your own shipping cost, or you go to the store to expose yourself to covid.
3. They have 14days return policy,
Simply you can return all items within 14 days, if you guy back same items after getting full refund, then you supposed to get the promotion of the day of your return. But they refused to do it.
For my experience, emailed within 3 days of order, getting only "copy and paste" replies, calling in waited 2-3 hours, then told to wait 24-48 hours, no one replied.
Final comments:
DONOT EXPECT RETURNS DURING COVID, THIS COMPANY DO NOT CARE ABOUT COVID.
Get to the store if you need to shop and have your basic consumer rights!

HORRIBLE customer service. I have been a loyal customer since 2006, but no more. I'm sick of putting up with their crap.

I have tried FIVE times to write a review on their website of a new product, and each time it's been rejected, claiming that it did not meet their "guidelines". God forbid I give an honest, detailed review that a product gave me bumps on my skin! Each review I tried to make sound nicer than the last, and in the most recent one, it hardly sounds like I'm criticizing the product at all.

But here it is for all to see.

KIEHL'S constantly discontinues products. I (along with numerous other ladies, whose reviews somehow made it up) was a big fan of the Clearly Corrective Purifying Cleanser. Kiehl's decided to suddenly discontinue it without warning, and "replace" it with an exfoliator. WHO WANTS TO EXFOLIATE EVERY NIGHT?! Well, I gave in and paid the big bucks to try it, and it is AWFUL. Not at all like the previous product. Like I mentioned, it gave me bumps, and my skin feels anything but clean afterward. It leaves a film.

The product has received numerous poor reviews, begging for them to bring back the original. I guess they are afraid that the truth will get out, so they are blocking any more similar reviews, such as my own.

I will stop shopping Kiehl's from now on. I'm sick of them discontinuing items that I love, and further disgusted that they refuse to post anything but a glowing review on their website.

Don't waste your money with this company, there are plenty of better skincare products and better customer service waiting for you guys out there!
I have been a loyal customer of kiehl's for over 8 years and this will be my last year buying their products. On Thanksgiving day, i just ordered $391. Xx from their website and my order status was on hold and not processing yet. The day later, i wanna cancel one item in my order because the price get cheaper, and i called them right away and somebody said he can cancel it for me because it is still on hold, then he said it's all set! And i already repeat to him that i will get a refund for those items, right? And he said yes!. So, I have been checking my credit card for over a week, and finally i still got charge a full price and my order was on the way to my place.
I called them again, told them everything about my claim, and they just said they could not help me anything because I already placed order and if I wanna return I have to pay for the fee! Sincerely, I know how their return policy works, but I don't expect it gonna be worse like this. So, their customer service just helped me nothing!
Therefore, I decided to return all of my order instead and even I have to pay for the shipping fee! I will not ever never buy their products again and no more recommend to all of my friends. This is not my first time experiencing this problem, but i'm just lazy to return it.
If you guys wanna buy their products, you have to think over and over again before placing the order because they will not be responsible for anything about your order and never help you to resolve the problems. All costs will be at your costs! I hope my worse experience here will help you guys getting something better and better, but not Kiehl's.