I have ordered a cream which includes 2 x free samples almost 4 weeks ago, I have only received 2 free samples, they totally forgot to send me the cream I ordered. It is ridiculous, the staff worked without a brain. Service Value Shipping Returns Quality Date of experience: December 1, 2024Their products are fine but I will never purchase anything from their website because of their return process. I returned an unused item back to their store in San Francisco and the employees processed the return. It's been over a month and I have emailed and called customer service multiple times, and am still waiting for my refund. They had sent me an email claiming a refund had been made already, even though that's not true. Today I called customer service again and she is "escalating" my issue and promised a refund in 7-10 business days. The whole process is frustrating. Value Returns Quality Date of experience: April 16, 2024I received the package short of 2 creams and provided all the photos and screenshots about the package. However the service team still reject to re-deliver or refund me without providing any evidence to approve their delivering in full, just told me they contacted the warehouse team to confirm they had delivered in full. Come on! Thieves don't confess to stealing voluntarily OK? I am so upset and disappointed about it, I will NEVER buy Kiehl's product again! Service Value Shipping Returns Quality Date of experience: June 13, 2023I have been a Kiehl's customer for over 30 years. And they delivered my order to wrong address by using delivery -IT and all day do is just a refund to your account. They have a faulty system where you don't get e-mail nor text when your order arrives. This is unacceptable and ruined my wife's surprise BD gift. I will not ever use online order again. I may not even buy their products- all they offered tor this debacle was $10 off coupon for online order. No supervisor would talk to me about this frustration. Stay away from online order and just go to their retail stores. Products used:Lotion and face peel Service Value Shipping Quality Date of experience: April 17, 2023I ordered a egift card on Sunday to be delivered the same day. Today is Thursday and it has not arrived. I'm told there's an issue sending email but only because I called to find out what happened to it. I have not received any communication from Kiehl's about the problem. I asked to cancel the order and they say that I can't. So I'm stuck with no egift card and no way to get my money back. I've been asked to wait a few more days. I have an order number, a case number and the original email saying the egift card "shipped" but nothing else. Products used:None. Service Value Shipping Returns Quality Date of experience: April 13, 2023Their Customer Service SUCKS. I've called 5 times to resolve an issue with my on-line order, each time I've been promised a resolution to my issue but nothing happens. This has been going on since November 4th. I've even called and asked for a Supervisor, who of course was not available and has not called me back. The main problem as I see it is that their call center is off-shore and their agents (as nice as they are and as much as they try to be sympathetic), are not empowered to do anything to actually resolve the issue. That's a problem. I've been using these products since 2013. The delay in my order required me to find an alternative product, which is actually better and cheaper. Service Value Shipping Returns Quality Date of experience: December 13, 2023I have been ordering their products for a couple of years. I just ordered 3 men's soap bars and the wrong ones came. No big deal. Boy was I wrong. They wanted to me to return the ones I got BUT I HAD TO PAY SHIPPING! They are incredibly petty. At $20 a bar I expected something a little more professional. They also offer "promotions". When you go to access the promotion (and save let's say $3 a soap bar), they don't include shipping so the savings is a joke. I will not use them again. I was actually shocked. Tip for consumers:Too many other good products out there (and cheaper too) to put up with such an awful set of “policies”. Policies of course that do NOT serve the customer Products used:Ultimate Man’s Body Bar Soap Date of experience: October 6, 2023Just had a really bad shopping experience with Kiehl's. Ordered something on Boxing Day and waited over two weeks. Then, out of nowhere, they emailed me saying, 'Sorry, your order's canceled. The product's not available.' They blamed it on their system update, saying they only realized they were out of stock when they were about to ship my order. Seriously? It's ridiculous! They held onto my money for two weeks and then told me they didn't even have the product. Super frustrating and a total waste of time. Date of experience: January 16, 2024Our order was some how either lost or stolen off our porch and we had called customer service to try and help 2 separate times with absolutely no luck. And the third time we "live chatted" to ask for help yet again was with Rizelle and she immediately satisfied us and did everything she could to leave us as happy customers. We received a full refund for the missing order from Rizelle. Just super suprised the first two ladies that had helped us didn't offer this refund. Products used:lotion Service Value Shipping Returns Quality Date of experience: December 20, 2022I order a gift for Christmas, paid twice and didn't accept payment (made other payments same day so card shouldn't be an issue) pay again, get the confirmation email just to find out 4 days before Christmas the order was canceled… no email no nothing didn't even refund me yet. Terrible ecommerce experience do not buy Service Value Shipping Returns Quality Date of experience: December 19, 2023So I can buy a 5.0 fl oz kiehls hand salve In the Millennium mall florida for 22.00 regular price. I thought this time I would save the drive and order direct from kiehls on line. Well they put the cmscrew to you. They are 64.00 1 tube same size. Has a special now of bogo 32.00 and Sent me a 15%coupon. But what they don't tell you is you can't have both special and use coupon at same time. Now order Has Not shipped but can't cancel it. So screw me once but never again will I buy from them or their products. Service Value Shipping Returns Quality Date of experience: December 21, 2023I have been using several products from Kiels. At times l order from the Kiels site, which offers a choice of samples depending on the order you place. I NEVER received the samples! Sure, my product arrives and NO samples AGAIN! This time l called customer service and complained. She offered me a LOUSY 15 percent off my next purchase- THEY always offer that to everyone purchasing through their site. First time no big deal, second and third time Screw you Kiels. I'll purchase from Ulta where they include deluxe size samples! Purchase through ULTA cause they'll honor the samples! I will not be ordering from the Kiels site again. Your loss Kiels Service Date of experience: October 25, 2023So I was told last time I went in I had a $10 credit. I went in yesterday and after they tried to sell me additional products he took forever to find me in the system and said I have no credit. This happens all the time. They can never differentiate between my 2 emails they have on file and tell me why I was told I had a credit and now I don't. Also I tried to login online to figure it out and I requested to reset the password on both emails. Never got a email to reset the password. I tried to set up a new account but it says I already have one. What is going on there? Is it them or the system? I will just order from Nordstrom from now on. I only use the hand salve anyway. Tip for consumers:I wish they would get their system figured out. I won’t go in there anymore I will just order from Nordstrom Products used:I only use the hand salve Service Value Quality Date of experience: May 7, 2023Kiehls has some of my favorite skincare, but I don't like buying their products online. I recommend shopping in store, I've never had problems there! Watch my attached video for more details about my experience with Kiehls. Tip for consumers:Shop in stores versus online! Products used:Kiehls ultra facial cream Date of experience: April 30, 2022I cancelled my order over the phone. However, I don't get money back more than 20days. ( I even didn't receive product either) I called customer care several times and all they explained to me is " I'll escalate your refund process " and nothing happens. I also sent few email to customer care service but no reply. Last time when I ordered on line, i didn't receive all products I should receive. So I sent email no reply back to then. I don't understand why I still don't get money back after 20 days. I NEVER EVER SEEN this BAD CUSTOMER SERVICE in my life. I won't buy anything anymore from this company. I'm very disappointed. Service Value Shipping Returns Quality Date of experience: July 27, 2023Gift card system online doesn't work! I have spent about 2.5 hours calling customer service multiple times and using their online chat, only to be hung up on, disconnected, given the ring around, and at best told there is nothing they can do. This is real money that Kiehl's will not help me use! My family bought me $100 gift card, now I have to go back to them embarrassed, after having WASTED HOURS of my life, to tell them that the card doesn't work. Kiehl's virtually has no customer service available who can actually help customers... I am also a long time customer and spend about $500 a year on their products, I would expect much much better from a high-end company like this. I suspect, when they got bought out by Lancome, everything went to $#*!; it certainly isn't the same customer experience, and now I wonder if they are cheaping out on their products as well...? Date of experience: October 27, 2022Like many reviewers have said here, their online store keeps rejecting credit card payments without any sound reasons. It took me two weeks to go through all the frustration others have experienced, from being rejected multiple times with multiple valid cards, customer service agent failing to provide any explanation, lame email contacts, to, finally, a message telling me that there is no way I can pay online and the only solution is to find a local store [read: we don't really care]... I guess I won't be able to buy any of their products online in the rest of my life! I wonder if there is any socioeconomic pattern among all customers who are being rejected by Kiehl's? Could there be any racial or geographical profiling involved? Date of experience: April 12, 2017The most horrific customer service on the "chat" on their site. Stay far away from it. Inquired about a product that was not working efficiently and was met with no help, vague answers, was met w/ accusatory remarks, rude statements, it was basically a nightmare. For a high end product that we have been using for 20 plus years, one would think they would hire better staff to accommodate online "e commerce" chat. This is the WORST reflection of their company. Something has to be done. Good people spend money on their products and Kiehl's out-sources some second rate horrifying "online support team" that treats the consumers with such deplorable behavior. Consumers be warned. The online chat is a HUGE joke. Date of experience: December 6, 2017I loved their products, but their are plenty of other good ones out there. Very frustrating check out system. In a world where everything is online, how do they not maintain their website?! Their "Live Chat" doesn't seem to be working either. Date of experience: December 20, 2018This brand of body care and skin care products is of the highest quality. Site offers easy browsing of products as well as three complimentary samples of their products with each order. If you register, you will also get periodic emails (about once a week) about special deals, free shipping offers, and other sales. Highly recommend. Date of experience: July 30, 2010I love their products. I love that they consistently have free shipping on orders over $50, that's a good number to work with on their stuff. They have the best face care. Hands down. It's always on time. Always correct. And the samples always keep me in trying something new. So awesome. Date of experience: April 14, 2017I'm using Rare Earth Deep Pore Cleansing Mask and it really makes my skin cleaner. Pores pores are less noticeable and clean. Recommend after this mask use moisturizing cream that fits your skin type. А large jar is enough for long use (I use one for about a year). Date of experience: December 24, 2019I have been using kiehls for years and love the product, the customer service though is one of the worst I have ever encountered, tried to email them at kiehls in the hope they would do something about it but they dont have that option, will be searching for other products as good as customer service means a lot. Date of experience: December 12, 2019I'm not much of a beauty product connoisseur. But I once dating a woman who insisted I try Kiehl's, and I've been using it ever since. Hand lotion, face lotion and shaving products. The works. Service Value Shipping Returns Quality Date of experience: March 13, 2015I haven't experience with Kiehl's shop online, so I can't focus on any reviews for the online shops. But I have to say ultra facial cream is so great! Date of experience: December 19, 2022