Review Time
I ordered on a Friday before midday and paid £9.95 for next day Saturday delivery. I got an email later in the evening saying it had been shipped. I also got a notification from DPD to say they were expecting my parcel. It’s now Monday evening and nothing…I checked the DPD app and it says they’re expecting the parcel but haven’t received it yet. I emailed Keihls to ask where it is and request a refund of my postage and heard nothing. I’m not impressed. I’m a regular Keihls customer and their customer service is awful. I think it’s time to switch brands
Order KIEA203941shipped on 25 March, last update on Royal Mail website was 27 March as “in transit”, and parcel never came. I was asked to wait for the 14-day delivery timeline to pass, so I waited until 8 April. Sent Contact Form to customer service to ask for a refund to be processed, no response at all. What standard of service is this? At this day and age of e-commerce. Update: no email response still until 15 April. I have provided additional info requested by Kiehl’s per their response below (on 15 April). Let’s see when my refund can be processed.
I used to use Kiehls all the time, even though it's not particularly cheap but now they've closed most of thier shops, I have to rely on their terrible website. The last 3 orders have either turned up very late or not at all. I then have to chase them to get my money back.
Was recently invited for a skin care consultation in Grand Central, Birmingham. After an hours travel and almost £10 to park, I was told the machine Khiel's use is out of order but I could still buy products from the shop. Why couldn't somebody have the courtesy to contact me on the day before I travelled into Birmingham?I will never ever purchase another Khiels product again
I ordered multiple products 15 days ago, and two items worth £96 never arrived. After sending a clear email to their customer service, I still received the same standard response telling me to “check for my parcel.” It’s obvious they haven’t taken the time to read my message properly—or they simply don’t care.I’ve received no apology, no proper investigation, and no solution for my missing items. I expected better customer support. Unfortunately, I’m left waiting and out of pocket
Terrible customer service. I bought a £90 facial oil (!). Dropped the glass pipette and went back into Kiehls to see if I could get a replacement. Without it I waste loads of product having to pour it into my hand. Not possible to replace Instore so was advised to contact customer care. Messaged to ask - and told no, they dont offer spare lids. How is this sustainable?I guess I am supposed to buy another £90 bottle and use that lid but that’s not happening…I used to buy quite a bit from Kiehls as love their products. But I can’t deal with such crappy customer care so won’t be buying from them again EDIT: seeing the response below - such corporate BS. Committed to reducing waste (by making consumers waste product and buy more). Absolute nonsense. Greenwashing at its finest
I’ve been a loyal customer for over 20 years. I use the avocado eye as moisturiser. So you can imagine how many I use! I made mistake on my order and emailed customer service straight away. Customer service was a joke. Email received very disappointing. I spend over £1000 a year with them. Buy online and shops on my travels over the world. Does make me think why I spend so much with them. After zero customer service.
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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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