Kiehl's

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.

I used Kiehls super multi corrective cream, daily reviving concentrate, midnight recovery and dark spot solution. I got blisters on my chin and itching the whole face and neck with slightly swollened. The blisters lasted more than two months and left dark patches. When I mentioned this allergic reactions to Kiehls they didn't provide me with a satisfactory answer. They wanted me to prove with bills to return money back though they have it in their system. I have an account with them which has reward points for the purchase of $ 248.50 bill. I had to spend for medication than the money I spent for Kielhs. The patches are not fading away. That is not an issue for them but it's a big regret for me. This is a very low quality product and very poor service for the customers. I recommend not to use this product by believing their advtsing tricks. We purchase a product keep a trust on their reputation and what they say. But when things go wrong they simply say the skin types r different and react differently. But they recommend the product for all skin types when purchased. I never had any allegic reaction for any skin care product I used since 20-25 years except Kiehls. I never recommend this to anyone.

Horrible online customer service. I ordered online with a coupon code. When I hit submit the receipt showed that my billing address and shipping address was reversed. Shouldn't be a problem to just fix that right? WRONG! I called customer service and they said they couldn't change it. They said they could cancel the order and then submit new one with correct address info. So I said OK. When we went through it all to re-order I asked to make sure the coupon code was still there for the final amount and they said it couldn't be used because I had already used it and the order was cancelled. WTF? Yes, coupon wasn't used so why would I not be able to use the code? I didn't even want to cancel the order in the first place - just fix the address info. They were slow, dumb and rude and wouldn't work with me or help actually fix the situation - just made it worse by cancelling order and now I'm out of a $20 coupon code. Ridiculous - should have just gone to the store. Don't ever buy anything online with this company!

My Mom ordered a bunch of Kiehls stuff as a gift for me, and it was cancalled for a number of reasons which made no logical sense. What a sweet gift! My Mom means everything to me. We appreciate every moment, especially since she was diagnosed with Alzheimer's. Order canceled, gift ruined, she sent me the money to try ordering myself. Not yonna do it after reading all of these reviews. I said to Mom, "Wasn't there some debacle with you ordering from them a few years ago?" Yeah. After my Mom had ordered a big bunch of stuff, they accused her of buying it all for the purpose of re-selling the products online. A truly dumb and demoralizing thing to say. Well, Alzheimer's sucks, but daughters remember everything. KIEHLS? L'OREAL? If you're out there reading this, SHUT IT DOWN! TRAIN ALL STAFF properly in customer service and also basic business oprational skills and protocol, hire more people to handle strictly the e-commerce, and you might see some of these reviews start turning up in your favor.

My experience with Kiehl's has been extremely disappointing, especially with their customer service. I had ordered 3 items over a month ago during their Thanksgiving sale, and I have never received my package. I have called and emailed customer service several times, but all I keep getting back were answers stating that their hands are tied since the package was delivered. I have never received my package and have spent $140 hoping to gift it to my mom this Christmas. The way Kiehl's takes care of their customers is extremely ridiculous, and they take no responsibility on their end once it's been "sent out". I was not offered any solution other than to file another claim myself through UPS nor was I offered any sort of compensation. That is $140 down the drain. I am upset that the responsibility for the package being lost as well as the financial responsibility of $140 are on me when I have paid that money for their products as well as the service of it being delivered to my home.

Additionally, I would like to add that there was a lack of professionalism among the customer service reps. The signal as well as noice control during the calls were horrible. It was hard to hear a lot of what the reps had to say. For example, I had a rep hang up on me in the middle of my explanation about my situation, and in general there were a lot of background noise of people talking or children screaming.

If you were able to receive your package without any troubles at this point, consider yourselves lucky. I've been a loyal customer to Kiehls for the past 8 years, however this experience has turned me away from purchasing any products from this brand ever again.

I recently made a purchase at Stonestown Galleria Kiehls store and it will be the last time. I know the 2 products that I want so my intention is to go straight to where they are, pick them up, pay and leave. I have no sooner put my foot inside the door and this sales girl is on top of me, I mean on to of me, I am 5' nothing, she is right away asking what brought me to the store today and totally in my space. I am trying to pick my two products but she was so intrusive and made me nervous and uncomfortable so I picked up two Testers. Then she said you have taken two testers and gave me two non testers. I told her she had made me choose wrong items and that I know what I want but if I needed help I would ask her. I was so annoyed as had another customer standing at the counter who looked at me like I had done something wrong. I told the sales girl that if know what I want and no need to pounce on me the second I come through the door. I also said being European that we don't have sales people invade our space and basically use bad manners when a customer walked through the door. I do not understand why sales think this type of sales badgering a customer actually works. All it does for me, and a lot of other people I know is make us walk out the door and loose a sale. As I left the store I had 3 sales girls looking at me and the customer and I felt so uncomfortable. Then the sales girl that was standing there doing nothing and watching what went on said " have a nice day". Being the Irish girl I am was going to ask her if she was f serious or was she just being a cheeky twit but instead I told her " have a nice one too... Why this store have 3 sales girls in the store is beyond me because they have few customers and that is no wonder. These two particular girls were unprofessional and ill mannered and as much as I enjoy the products I will never go to this store again.