Review Time
Products are great, but customer experience is dire. Website is awful, throws errors without telling the user why (so basic), and address matching is useless - they’re sending the product to my billing address, not the address I selected despite being clear on this. Customer service was mediocre too; raised this with them, completely overlooked it. Really disappointing. No point in having good products if people can’t get them properly.
I just spoke to Rob and Leo in your 'customer service' group. I have bought Kiehl’s products for the last c20 years and never ever have I thought about leaving as a customer. Today is the day. Not because of your products but because of your horrendous ethics in dealing with issues when you fall over. Not only does it appear as you have mishandled and compromised my data thorugh your non-functioning (dis)loyalty scheme but you have the indecency to gaslight me. I would recommend everyone to make sure they do not trust Kiehl’s and their owners, Loreal with the data and if they must buy the products they should be them through a third party.
Bought an £80 moisturiser on a recommendation that it would be good for my skin type. It made it worse after a few uses and after a month I gave up. Messaged customer service as I have barely used 1/5th of the jar (usually something I find wonderful with Kiehl's - products last a long time). They won't do anything, not even offer any kind of voucher or credit considering I have spent hundreds on the ranges over the years and cannot use this really expensive item. They just don't care, reported as saying they value their customers and skin care, obviously not that much or they would care that lots of people are saying the same thing about this particular product. Usually their range is good and works well with my skin, is good value for.the amount and longevity..but this has put me off for good
my first and last experience with kiehl's I was recommend and went on to their website to see both a promotion and a few useful products. I order to the amount I qualify for the the promotion, received, half my order. no promotion package extras. messaging their support I'm told the products were out of stock and I wasn't charge.... this was true I wasn't but no notification, no option to change my order, the website stated in stock...…..I spent 48euro on one product and feel its a waste. it feels if you want to order from this website its litrally a gamble if you will receive your items let alone qualify for any running promotion. there is no guarantee you will receive the items you order so why bother. Just dont. not satisfactory support, if you need the product. i wont gamble with these Order: KIEA462851
Recently made an order via the Kiels UK website; one item wasn't sent because it was out of stock - I received no communication on this, nor offered a similar product (the product I ordered as a ltd edition packaging version of their regular product).Sent an email to state the lack of communication on the product that was available to order, but out of stock. This was in addition to other products I ordered, but ultimately I would not have made the order had I known part would not be delivered.It took seven days to get a generic response (via L'Oreal UK customer support), which which basically stated, yes it was their fault, they are sorry and look to improve their systems - BUT - nothing to help, no offer of an alternative product etc. What is the point of 'Customer Care' if no solution can be offered for the customer? I total waste of time.For context, I've been using Kiehl's for 20+ years after first discovering them in NYC, before they were widely available in the UK. Experience and product has always been excellent, but based on this experience and feedback I won't be making an order from the site again - instead I will go to their stores where you are able to see what is in stock.
Terrible customer service!They fob you off and don’t care about your concerns. I am no longer a customer. Update: response from below. I’ve received an email with noreply mailbox. I’ve deleted my account so no point following this up. Can’t win me back.
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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.
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