Kiehl's
Reviews and Complaints

I bought two moisturising creams on 27th september 2021 in Dublin Airport. Unfortunately sbrtly I did not obtain a receipt. On return to Ireland (approx 8/9 days later) I went to the Wicklow Street store in Dublin to request a refund. I explained I had no receiot but gave the date, location and card number used to buy the products. The creams cause redness all over my face and acne on the lower half of my face towards my chin. When I stopped using the creams the reactions faded. The lady in the shop tried to assist me and said she would send my details to customer care and they will contact me. After three weeks and another two visits to the store I still was never contacted by customer service. There was not much more the shop assistant could do for me. Eventually I contacted them myself through email. I was redirected roughly 5 times to different advisors. One would say I'll inform my colleagues and they will get in touch. They did not inform eachother because each time a new person would ask me for the same information that I did not have. The receipt. I was asked to provide the card number and then eventually bank statement, then asked to send a photo of the products and a detailed account of what the issue was. I therefore have now sent roughly 25 emails (5 nearly identical copies as I had to explain time and time again the issues to yet another new advisor). It has now been just under 7 months and the customer team have simply stopped replying to me. Initially after stating I would obtain the refund when I sent the image of the products, I was sent yet another email saying this will now have to moved to loreal customer care UK with a forwarded copy of all the correspondence between the Irish kiehls team and the UK loreal team. L'Oréal the customer will have contact them themselves. I've sent two new emails to L'Oréal UK complaining for this lack of customer services and they have also been ignored. I've been waiting 7 months to return two creams. I tried to return them within 2 weeks of purchase date.

I didnt receive my parcel
My order number is kie2519612
The address given to driver was wrong
They attempted once to deliver and roaming in streets
As I called dpd thats what they told me
I need the order asap as it is being held near to my place where I am currently living.
The customer service whom I talked was very rude and unable to solve my querry

Hi. I would like to complain about 2 products. Most recently as of last week I bought the powerful strength line reducing concentrate cream after having tried it from a sample received in my last kiehls shopping. The cream is burning my face. I used it 3 times and now i stopped because it is burning a lot. This is not the first time that the sample is different from the actual product. The same thing happened last year with the clearly correction dark spot. Am extremely disappointed because this is misleading. I am a regular customer of kiehls and have at least 3 or 4 items that i regularly purchase but these 2 products were a disappointment specially that i only purchased after trying the sample.

a promotion was issued last thursday and for 4 days i've tried to make an order, was ignored and every time they were telling they are busy and never got my order filled . That's terrible service, terrible logistics .what's worst they never replied back and they don't have a complaint box . Lebanon Kheil's is terrible especially for a long time customer like my self.
my number is 03 468 268 and name is Abdo Ouaidat

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!

On Saturday 2 Nov I did a full online Xmas order, which each year can be substantial. I clicked on the offer to join the newsletter to receive a 10% discount -- well deserved I feel for over 10 years as a customer. I waited the three days which it said you needed before receiving your discount code. Nothing.
I contacted customer support and spoke to Nesi -- she said the wait was 5 days. OK I waited five days. Nothing. I contacted customer support again and spoke to a polite responder but she had no clue how to respond and had to go off and seek advice twice for around 5-6 minutes a piece, to come back with -- yes, you guessed it. Nothing. I was told to wait to get a response from another team who would check whether I or they had done something wrong. Well i followed all the instructions but have yet to receive a discount code.
The wait is unacceptable and if there is no discount code, the offer is little more than false advertising or just a combination of useless technical and customer support.
Sort it out, Kiehls! It does not take long to lose your customer base as so many retail outlets have found in the past months. I will wait until Monday before i escalate and take to twitter to advise other customers to beware. Looking forward to hearing from you.

I bought a 30 ml bottle of kiehl's clearly corrective dark spot solution from a kiehl's store in SM makati ground floor. After 2 days using it, my skin got irritation, darker, pinkish and itchy. After that, i found out that there were some ingredients that made my skin irritated. I already told the seller that i had sensitive skin but they still talk me buy it. The bottle was 3200 PHP. They should refund the money for that.

I recently purchased a bottle of Keils Nourishing Cream. I have used this cream for years and never had a problem. The latest bottle I purchased did seem a darker yellow than my prior bottles but I figured they improved the lotion and this was an updated look. I used the cream (all over) and got dress. Unfortunately for me I was wearing all white. It stained my shirt, pants and under garments. I washed/bleached/pretreated the clothes and although the stains did lighten they did not come out. I wrote to customer service and when they finally responded sent me instructions how to do laundry (I already told them that I washed and rewashed, and treated the areas). I gave them the lot number of the bottle which I am positive if they do their research shows there was a quality control issue with that batch. Its obvious that batch had extra dye or whatever ingredient they use that is yellow in it. I am now out of an expensive pair of pants and top. The undergarments while it pisses me off can be concealed. They never offered to replace the bottle.

So disappointed in Keihls customer service and I will not be using their products any longer and I was a HUGE keihls fan and have used it for skin care and for my hair.

On a good note, I had to rush out and buy another cream as I was on vacation and purchased Kerry Lotion and was pleasantly surprised how well it worked.

Been a loyal Kiehl's customers for 15+ years but after a string of questionable customer service-related issues, I'm finally throwing in the towel and moving on. (Which, of course, I've said before but keep on going back because I've been using certain products for so long.)

I received a $50 e-gift card which I attempted, against my better judgement, to use on the Kiehl's.com storefront despite having issues ordering from the site in the past. (There appears to be no option to use gift cards purchased online in brick-and-mortar Kiehl's stores, which I'd much rather do.) I selected items to purchase, planning to take advantage of a special "spend over $65 get $20 off" promotion that Kiehl's often runs during the holiday. During the check out process, I successfully entered the gift card info and my credit card info for the small remaining balance not covered by the gift card. Then — and this has happened when ordering from Kiehl's before — my payment was declined. I tried another credit. That was declined too. (Both cards are completely valid and were entered correctly.) Because of this, the $50 balance on my gift card was depleted. So Instead of successfully placing an order, I was left fuming and out $50 in gift card credit.

I immediately called Kiehl's customer care. While the phone reps have been pleasant enough, all I've gotten is the run-around in terms of resolving the issue by reinstating my gift card. Waited a couple days to call again... and same story. I'm left with promises to resolve the situation within 24-48 hours. 24-48 hours pass and I repeat the process. It's absolutely maddening. Bummer considering my loyalty to the brand but honestly surprised Kiehl's is still in business. Complete customer service nightmare.

Dear Kiehls SA

I am one of your clients that have been with you for long. I am Canadian so I use to be Kiehls Canada supporter but now I am staying with my husband here and I buy from you in cape town.

I am writing this email as I am very upset about the service kiehls in cape town Sa provides. This year alone when tygervalley opened up I bought in one go R3000 from them in Tygervalley shop by Kayla. She then promised me travel pack luxury items as I travel a lot and Canada always use to provide me with amazing kiehls vanity bags and travel size creams and washes.

Kayla at Tygervalley helped us and I was so happy with her service that I took my mom and introduced her to the brand and made her buy over R3000 in stock. The following month my mother in law came and I did the same with her and they are no loving the brand. I am a good supporter of the brand and I am a loyal client.

I do not understand how as a sampling company you guys never have any samples or luxury sizes for your loyal clients Kayla promised me shipment was coming soon that was over 5 month ago and nothing has arrived she said…..

In Canada they always gave there loyal customers luxury samples when they did purchases. Kayla had put aside 2 luxury masks for me to come get and she had gone on leave when I went to fetch them someone had given my husband and my away to someone else that was meant for us.

We are now waiting 5 months for our goodie bags of things that work with our skin.. I do not understand how you're an international company and you guys have no stock ever and are just not supporting the brand….

I really would like some feedback as to what is going on in SA because the UK and Canada always treat the clients well and have goodies for us. I have spent this year alone around R10 000 for everyone in my family and the fact that there is no luxury samples available and nothing to really thank your loyal customers I am very disappointed….

You guys need to realize this is an international brand and we get much better treatment outside of cape Town SA. Kayla was very nice in helping us however she promised shipment was coming and stock was coming and while it may not be her fault you all need to work harder to improve client service…..

I really would like my luxury travel items that we were promised as I find this ridiculas

Please get back to me asap

Thank you

Diana Razavi

I made an online order on 18/4/2018, the order history has not shown on my account until now(1/5/2018). and I haven't received my items until now. I have sent two emails(on 24/4/2018 and 28/4/2018) to ask for help but the office only responded me the same letter only with different date. I don't know who can give me an exact date or return my payment.

I ordered kheil serum from Bangalore kiehl showroom in Oct... It got finished and when I open the bottle it is all jammed at the bottom and on applying it it not cream based but all powder...My sister ordered the same product from Delhi but her product is completely different and more of a liquid base..I am really disappointed..I am not sure is this a mistake from your store or kheil itself but I need to raise this issue on a forum

I just like many other people have the same issue with this company. They don't accept my credit card and provide no obvious reasons for that. They just say no. Period.
And it doesn't matter that I tried to use different cards from different banks, nothing changed at all. When I write complaints to them, they answer with computer-generated emails explaining absolutely nothing. It's lame. It's very lame.

I am very disappointed with Kiehl's online store and their terrible support service. I wanted to make an online purchase but for some reason their site refused to accept my card. I tried to use another card and the same thing happened.
I decided to seek help and contacted their support team right away, but they refused to do anything. They said that if their site did not accept my cards then there was nothing they could do. I always shop online using these cards and never had any problems. What kind of joke is this?
Worst part was their lazy support! I'm out of here!

I visited Kiehl's at Lenox Square Atlanta GA on Black Friday. 1 of the sales assistants was very rude to me & my friend. He accused me of using my friend to help me take advantage of the thanksgiving promotion that was limited to 1 coupon per customer to make the purchase on my behalf. He refused to allow my friend to borrow my card to buy & insisted that my friend had to use her card instead. He was rude, sarcastic & arrogant.

I've made an order and purchased several items. My credit card was immediately charged like four times! I contacted customer service and was told that everything was fine and that was some sort of procedure to verify my card. I knew those were lies, because I'm not that stupid to believe in that! Then I received a message stating my card couldn't be verified, so as a result I had to cancel my order. I really don't care about what they are doing, don't care about that so called pre-authorization. Now I don't have an access to a big amount of money and that is what bothers me the most! I'm totally disgusted with the situation. Don't do business with this company!

I ordered skin care product from the company www.kiehls.com. It was wrapped as a gift, so it was opened only on Christmas. To my embarrassment, the box was empty and no cream at all. I tried to reach the seller and asked to send my order or provide money, but these scammers didn’t reply. I want money or order. It is really unprofessional and inappropriate to provide such services. So be careful if you use this website or leave comments if you have horrible experience with this seller.