Review Time
Absolute circus of a firm! Beware when buying from them.I am writing this in order to share a deeply disappointing and downright shocking experience that I have had with Kiehl’s.I placed the order via the web site on the 30th September. As the product had not arrived on the 06th October I sent a chaser to which I was told to wait 14 days. The product was still missing on the 09th October so I chased yet again and was lied to that the product was in ‘transit’ while the screen shot still indicated ‘pending’.As nothing was changing, I then contacted them yet again on the 12th October for an update. As a result I was told on the 15th October that my refund request is being processed!!!I never requested a refund so not sure why the latest email.I am absolutely shocked following my experience. To add salt to injury I continue to receive emails asking to review the product samples and separate email to rate my experience.Absolutely, totally and utterly shocking.As a result:1. They sat on my money since 30 September with NO DELIVERY2. I lost my birthday voucher that had simply expired3. I have had to deal with an abysmal, slow and totally disconnected from reality customer services, not to mention erroneous responses along the way4. I had been deprived of my money while the payment was appearing on my credit card statement and had not received anything from them! Not even apology!5. The promotion that I wanted to take advantage of finishedThe resolution offered was to simply go and get my samples from a store with no purchase. ORDER NUMBER KIE3248903!!! It IS a genuine review!!!EMAIL AFTER MY FINAL CALL. This is when they bothered to actually respond.Thank you for contacting Kiehl's and for your interest in our brand.You called us regrading you case nº10547637.I am sincerely sorry for the inconvenience caused to you. Be ensure we are working hard to improve the quality of our services and products as well. After checking I can confirm that all the processes were made correctly and there is nothing more to be done. Once again, please accept our apologies and thank you for your understating. If you require further assistance from us please feel free to call us on 08005870830. We are open Monday to Saturday 8:00 - 20:00 and Sunday 8:00 - 15:00Kind regards,*******Your Kiehl's advisor
The worst customer service I have receive so far. The item (order number: KIE3247368) was returned using their provided Royal Mail return label with tracking information on 10th October 2024. Since then I have tried to contact customer service by leaving online message and using Facebook business conversation. No reply , of course no refund.I didn’t expect Kiehl’s customer service can be that bad comparing to their premium products/counters in the department store. Will never buy Kiehl’s again!
Made one order, something went wrong on their end and order wasn’t completed even though they took $78 out of my account and held it for 16 days. Stupidity tried again and made an order for 241 promo, $279 in total. After a week of no update I check and it says my order is on hold and all items are out of stock. I click the cancel order button and it says “order cancelled” and NOT A WORD ABOUT A REFUND. Horrible scam company, I will be filing fraud charges with my bank. Avoid this company
Wish I could have given zero stars. Do not order from this company on line. 4 e-mails later, over a 4 week period, I still haven't had a reply. Tried 2 different e-mail addresses, and you cant get through on the phone. The fact they have no customer service dept shows that the product is not what they advertise. I'd never purchase anything from Kiehls again. So many better quality, more caring brands out there. If you order on line and your order goes wrong, expect to lose your money, their after sales is non existent. Ordering a £1 item from a market trader in China has better after sales. Reported Kiehls to trading standards.
Won’t ever use these cowboys again, didn’t bother to pick my order when they advertised they would, tried to complain, you can’t, and even though the order hasn’t been picked I can’t cancel it, advised to refuse the delivery if it ever arrives and that should prompt a refund, a big gamble with £100 worth of products, absolute bunch of tossers and won’t ever use them again! N.B, post Keihls response. You can dress it up how you want, I asked for a refund prior to the order being picked to enable me to go and fetch the products from a store, it hadn’t been picked at source, no email suggested the order was ready, I.E, Amazon’s much better practice, but you refused to refund me, just because you think that is acceptable doesn’t make it so. Thanks for confirming though. Still won’t be using you again.
Kiehl's sent me an offer of a free birthday gift with my next purchase. I placed an order KIE3230459, the free Everest gift had burst, I contacts Keihl's by email many times and was told they don't send replacements for damaged samples, which is disappointing to loyal customer. I escalated the complaint to Cedric Voix and had no response, very poor service and a lost loyal customer.
I cancelled the order as the waiting was over 2weeks, I needed badly for my acne prone oily skin during the summer. Thought I’ll get it in the store instead. They promised it’s cancelled and the payment will be refunded, which didn’t happened. So I ended up having the same things twice, the online look confusing and I went to store to attempt a refund and they told me you can only exchange for the same amount of money or more, but pretty sure you can return as it said in the terms& condition but they insist. The items did not work at all and causing me even more acne and more oily. Switch to other brand now, much more affordable and work instantly the next 2days instead of ‘wait for a month’ to see the result.
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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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