Complaints

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have an account with Kiehls.com. There are points accumulated for the items I purchased last year. The points are expiring soon and there is no way to redeem it for voucher for weeks. I contact costomer service on Feb 12. 2024. I was told to make a purchase and come back for a manual redemption once my order was shipped. I made and order KLS_21630287 the same day. On Feb 14, 2024, I got my items and contacted customer service. I was put on hold for very long time, the final information is that they have to escalate the case to high department. On Feb 16, 2024, I contacted again and there is still no updates. I did't expect this to be so troublesome. I asked if they can extend my points expiration date (They are expiring next week). The agent said he can't do anything about it,

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 11/24/23 I placed an online order with ******* (#KLS_20250050), using post-Thanksgiving sale offers, for a total of $118.03. When I received the shipping notification I noticed the shipping address was not my address. (This exact thing happened back in the spring as well and I spent hours on the phone with ******* making sure it wouldn't happen again--they confirmed it was an issue with their system.) The products WERE delivered, but not to me. When this happened in the spring I actually traveled the 90 minutes to the address they were delivered to try to get them, but no luck. I have now spent over 4 hours on the phone with various reps over the last 10 days, and am still waiting for my refund. I spoke with supervisor *****, and 2 other agents--Raima and ****. I was given the case# ******** and told by EACH OF THEM that they would personally follow up with me by phone or e-mail in "2-3 business days" to tell me the status of my refund, which they said they would process. On each occasion there was NO FOLLOW-UP. I had to spend my time calling them back. It's been nearly 2 weeks and I'm no closer to my refund, as far as I know. Additionally, as a customer service and value issue, I was told that they could not honor the sale prices for a new order, meaning they want to extract full price from me if I want to replace the items, even though it's the company's fault that my discounted items were mishandled. I at minimum want a refund. And, if they'd like to keep my business for the future, I'd like fulfillment of a NEW order including the discounts, to my address (or I would also accept store pick-up at the ******************* ***, ** ***** location).

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 4/1/23, I ordered an electronic gift card for ******* from their website, *******************************************************, and was provided with an order number of KLS_17527509 On or about 4/5/23, I reached out to ask where the gift card was, as it was supposed to be sent to my wife over email. I received no resolution.On or about 4/8/23, I again reached out to *******, and again, I was offered no resolution.On 4/10/23, I reached out a 3rd time to demand the product I paid for be delivered to its destination, and again, no resolution was achieved.I feel profoundly defrauded by deceptive advertisement of the product on their website, a product STILL LISTED FOR SALE.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩