Review Time
I placed an order totaling £109.20, and the website indicated that orders over £80 qualify for a free gift, which I selected, along with two free samples. However, both the samples and gift were missing upon arrival. I contacted customer support and spoke with a representative who was defensive and condescending. He insisted that due to a £15 voucher I used, I was ineligible for the gift or samples. Yet, my total after applying the voucher was still £94.20, exceeding the £80 requirement. Most customers don’t read the Terms & Conditions carefully when purchasing beauty products. Why was I allowed to select the gift and samples without any warning that using a promotional voucher would disqualify me? The company needs to enhance their ordering process and customer service. The representative should receive training on proper customer interaction. This was the most frustrating experience I’ve had with customer support—his attitude was rude and aggressive. To make matters worse, I received an email today advertising a 30% discount along with the same free gift and samples promotion, further adding to my confusion.
I placed an order totaling £109.20, and the website claimed that orders over £80 qualify for a free gift, which I selected, along with two free samples. However, my order arrived without the samples or gift. When I contacted customer support, the representative was defensive and condescending. He insisted that because I used a £15 voucher, I was not eligible for the free gift or samples, despite my total still being £94.20 after applying it. Most customers don’t read the Terms & Conditions thoroughly when buying beauty products. Why was I allowed to select the gift and samples without any warning about the voucher disqualifying me? The company needs to improve its ordering system and customer service. The representative should be trained in proper customer care. This was the worst experience I’ve had with customer support—his attitude was rude and aggressive. Additionally, I received an email today offering a 30% discount with the same promotion, which adds to my confusion.
I loved the products but was let down by a recent promotional offer. I ordered three items expecting to receive two free samples each but only got one per order. Customer service refused to send the missing samples and offered a 15% discount on future orders. Since I can still choose two samples online, this feels like false advertising. Very disappointed.
As evident from numerous negative reviews, this company offers terrible service for what are supposed to be luxury items. After a technical issue on their website, my £140 order was missing a selected Black Friday free gift. The customer service team was dismissive and unhelpful. I have since returned the products for a refund. What’s the point of being a rewards member if customers are treated so poorly? This company is a joke. Please don’t reply with generic responses, as I’ve already reached out.
Has anyone else noticed that during Black Friday or other discount periods, popular items are 'out of stock'? I had one in my basket last night, but when I got my VIP access code this morning, it disappeared. This is the third time this has happened. It seems either like a strange coincidence or a marketing tactic, as these items become available right after the sales end. It’s odd that the company doesn’t anticipate demand for their best products during sales.
My order arrived completely damaged—the box was crushed, and the product was ruined. This was supposed to be a Christmas gift, which makes it even more frustrating. When I contacted the company, they offered me 10% off my next order as if that would resolve the issue. Absolutely absurd. This was my first order, and I can assure you it will be my last. When I questioned the 10%, I received no response.
I ordered products online, but days later, I received an email saying my order was canceled because they couldn’t find my address. After reordering and checking my details, I received another delivery failure email. When I contacted customer service, they claimed the order was delivered with a photo, which turned out to be a stack of boxes in a warehouse. I tried again, noting an issue with my address, but after multiple attempts, I’ve received no response. The online ordering system is clunky, and the outsourced customer service is failing to do their job properly, ruining my experience with the brand. I was promised a follow-up call that never happened. Although I’ve been a customer for over 20 years, I won’t be buying from them again due to this experience.
I was on a waitlist for a specific product and ordered it when notified it was in stock. I was upsold other items that required registration. Within 24 hours, I was informed that the original item was no longer available, but the other items were. Long story short, the company refused to acknowledge their error, didn’t offer a substitute, a discount, or to put me back on the waitlist. How can a company take orders and fail to allocate the items? Was this a data scraping tactic or just incompetence? Either way, I’m unlikely to return after being a customer for 20 years.
Claim your business profile now and gain access to all features and respond to customer reviews.
Kiehl's Since 1851. Dermatologist recommended skin care solutions, hair care, body care, beauty & cosmetics. Get facial moisturizer, lotion, cleanser, toners, treatments made with natural ingredients.
