Reviews

I ordered an e-giftcard for a friend on 12/21 for $100. I discovered in early January that the card had never been delivered but my credit card had been charged. I called Kiehl's customer service. The person found my order, confirmed the email where the card would be sent and said they were taking care of it right away. It was never delivered. I called on January 23. The person said they found my ordered, confirmed the email address, said there would be an investigation and I would receive a call within 2 days. they never called. I called on January 27, the person found my order, told me I would hear from someone higher up within 3 hours and they did not call. Instead I received an email stating that my order had been cancelled and I would receive a refund to my credit card. I will wait to see if they can actually make good on that statement.

Very bad customer service. I didnt get delivery after two week I placed the order. I didnt get any notification or tracking number. When I called, they said the shipping company, ship it, attempted to deliver. But there was no notification by my door , or any sort of notification about the delivery. And ****** cannot refund me, because the products are with shipping company.

I am very unhappy and dissatisfied. I unchecked Billing same as shipping and added my billing info but you billed my daughter as she has an account with you. Confusing though because you have my credit card info?The system would not allow me to cancel. It was an hour before I gave up. Message read, I didn't meet the minimum purchase amount of $50 for the discount. I most certainly did. Many technical problems. I'll never order again.

They will place items on sale to encourage you to buy them and then cancel your order after failing to ship for ***** days. They will then tell you that although they DO have the item in stock, they only had a limited number of your items marked for the sale/promotion event. Wait, what? If you point out the general absurdity of this situation, they will then tell you that you can (of course!) just buy the item at full price. Why trick people into buying items during a sale event that you won't actually sell to them in the end? This feels like an old-fashioned, "I have a bridge to sell you," con. Honestly, it's so corrupt.

Shameful company, shameful customer service. I have made an order ***************** and payed for deliver next day. As they did not delivered after 2 days, I called and asked to have the extra charge(regarding to the quick mailing) reimbursed but the customer service cancelled my order. And still charged the mail, with no delivery. I DID NOT ASKED FOR CANCELLING ORDER. What is it?I ordered to be quick, next day, they did not send and after they cancelled. What is it?ZERO STAR fort the company and for their customer service.Are you sending my products, WHEN?1.If you do not have next day delivery, do not show it when we buy! 2.Give training to your employees.

Poor customer service.Placed order. Waited 10 days, not shipped. I send email inquiring - they basically say apologies, wait another 5-7 days it was busySure. I even wait another 2 weeks. No update, no tracking number. I email again, they say sorry, we can refund you. I agree. No answer for another week. I email again and finally get a refund.Bottom line their customer service just *****. I feel ***** posting this but also feel like a company of this stature needs to have *some sembalnce* of customer service. After reading other reviews- Im not surprised. The products are decent but I wont be shopping here anymore.

Extremely poor customer service. Ordered a product and noticed it auto populated to my old address. I immediately (within seconds of placing the order) called customer service. They told me my order could not be modified or cancelled even though the product had not shipped.I am out $100 and will never do business with Kiehl's again.

Abysmal customer service, both online and in-store.I purchased a little over $100 of items online, to pick up in the store. Three hours later, the order wasn't in the store (I had stopped by since it was my lunch hour), and the sales associate was unhelpful to the point of insolence. When I asked if it would arrive the next day, he shrugged and said "maybe", which didn't inspire confidence. Lo and behold, this morning I receive an email that my order was cancelled. My card was charged, and I see the charge on my bank statement. I call customer service to ask why the order was cancelled, and the customer service representative made a lot of illogical excuses: she said that maybe there was something wrong with the card (then how could it have been charged), then she said that maybe the two items were out of stock (couldn't she confirm this definitively? and why did Kiehl's charge me for items that they do not have?), and then she said that I should just order the items again (why would I do this when she can't even tell me what happened with this order, nor if the items are even in stock?). Of course, if I were to order the items again, they would no longer be on sale. The least she could have done was issue a rain check, and honored the sale price when the items were back in stock.Then she became so flustered that she was simply babbling incomprehensible nonsense. When I asked her to repeat herself, she just hung up on me. I just checked the website, and there is no indication that the two items are out of stock. Was this a bait and switch? I am out of the money that I paid, and have no idea how I can obtain a refund at this point.I was a loyal Kiehl's customer for more that 25 years and I will never buy a product from them again since their customer service is so poor.

I ordered a gift card on Dec. 23, 2022 to be delivered by Christmas. Six calls later and a lot of waisted time on hold and listening to the the reps spouting company line, still no gift card. It is now Jan. 5, 2023. I have been told that I need to be patient. I requested that the gift card be cancelled and was told each time that its processing! To add insult to injury, I was sent two promo codes that didnt work and required an additional purchase. Very frustrating!

Don’t expect to receive anything you buy. If you have a poor experience i recommend to report to BBB This is The worst customer service I’ve experienced from a professional company. My order didn’t arrive. The Website states it was shipped with ups, the tracking number is invalid. when I click on the tracking number on my order it redirects to UPS. The FAQS in the kiehls website even stated shipping is UPS. I Contacted customer service they state shipping was done through a service called deliver-it. I look up the company, they have a closed ******** account listed on their website and no working phone numbers.. on the website it states they attempted to deliver the package 3 days ago. The ring camera shows no attempted delivery. I don’t understand why this company is delivering when the kiehls website and my order states shipping would be UPS. customer service states they shipped using Deliver IT. The company doesn’t have customer service, a working phone number or any manner to talk to someone. only an email fill out form that when is clicked send it states error. there’s no insurance for this package I’m unable to put in a claim there’s nothing on this site, Kiehls refuses to take responsibility tells me To contact deliver it which is impossible. The company seems illegitimate. I ordered through the Black Friday promotions so I can’t even buy the same things in store for the same promotions or price. Kiehls takes no responsibility of falsely stating they ship with ups, when they didn’t. They Won’t assist in any matter. Like had given the opportunity I would go pick up my package or even pay again to get my package from the store for the same products for the price I had. Now I’m lost of the products, plus the money. I advise you not to buy online since there’s no guarantee you will get your product or a refund and customer service will not help. I have no faith in this company.