Kiehls Reviews 

Still no konstruktive answer from costumer service, which assured me that my case was forwarded to another department about week ago.

Love the products but awful online customer service.
Subscription was meant to take on 31/10, for some reason it didn't. I emailed asking for help, and received a response saying it hadn't gone out with no reason as to why, or when it would. I called, the calls are clearly being outsourced and an issue with their system, as 4 times the calls were disconnected from their end mid call. I emailed stating this and asked for help, to no response or even holding email.
Called this morning, finally got through and immediately was relayed back, something completely different to what I'd asked. I explained again, and was told my order had been sent and delivered. I explained that's wrong and no money had been taken, as a product definitely would not be sent without taking money and received an email the previous day, telling me otherwise. I was then asked to send an email confirmation of delivery. To which I asked the person to stop reading from a script and listen to my issue I'd been trying to resolve for 3 days. After repeatedly not listening to me, they hung up on me. I called back and asked to speak with anyone that could help me raise a complaint and was told, they'd see what they could do. Put me on hold and then hung up as I'm guessing didn't want to deal with it. I've cancelled my subscription going forward. They appear a bunch of cowboys, that don't want my business. I don't entrust them with my subscription/money going forward. It's a shame as I thought going directly would be better and went for an eco friendly option that only they do. Such a simple mistake to rectify, made worse by ill trained customer service operatives that couldn't give a monkey's.

Great products ,great prices and a fast delivery can not fault

I've been ordering from Kiehls for 2 years now, online. I've recently moved and was having trouble placing an order online because I couldn't remember my password and when I asked multiple times for a password reset, the system did not send me any reset emails to my inbox or spam folder. I placed an order as a guest and when I received my confirmation email, my ship to address was to my old address. Easy fix through customer service right? Wrong.
I immediately called customer service to either have them cancel the order, send me a reset password email so I cancel it myself, or have them change my shipping address over the phone for this order. I spoke with both a representative and then a "supervisor" with an annoying nasal voice who kept talking over me.
They REFUSED to help me over the phone instead saying our "terms of service" stated on the website state once an order is placed it cannot be change or modified and that once the order is shipped by the shipper I can contact the shipper to have them update my address. They REFUSED to modify it. Absolute nonsense!
IF I get my order it will be 2-3 weeks now because instead of Kiehl's taking responsibility, they transferred to responsibility to me, the customer. This is NOT customer service.
I will NEVER be ordering from Kiehl's again.

Love my face wash. I only need a small amount and it lathers up nicely and makes my face feel fresh after rinsing

APPALLING CUSTOMER SERVICE AND WEBSITE

Yesterday I tried to placed an order with Kiehls totalling to the amount of £68, as a Christmas gift.

I entered my card details and placed the order, an error message was shown that said my card details were inputted incorrectly and to try agin. I re-entered my card details, thinking I had made a typo somewhere in the long card number. I was then presented with the same message, after placing the order for the second time. Again, I just thought it was my personal error so I did as it asked and inputted the card details for the third time. And the same scenario happened.

After my third attempt at using my card, I then thought there may be a problem with my bank so I proceeded to use PayPal instead. I’m sure you can guess what happened next, the same error message was shown.

It then dawned on me that the problem was more than likely not through fault of my own and not my error, nor my card or my bank. Consequently I logged into my online banking and was greeted with THREE pending transactions for £68!!! I then logged into my PayPal account, another transaction for £68 there as well.

A total of 4 transactions each totalling to £68 have been taken out of my bank balance and PayPal account. Following this I called customer service at Kiehls and was told the money would be back in my bank in 5 working days! I then asked how I go about placing a successful order, to which I was told to clear my browsing data and place the order again- which I did and THE SAME ERROR MESSAGE WAS SHOWN! This was the 5th time my order had failed.

Being a loyal customer of Kiehls and honestly loving their products, I feel as though I have been taken advantage of. This level of customer service has absolutely appalled me that, now 5 transactions totalling to £340 has been taken out of my accounts within a matter of seconds but replacing MY money, that I have nothing to show for, will take 5 working days to get back to me!
My hard earned money has been taken within a matter of seconds and will not be rightly returned for 120 hours. I am so disappointed, upset and angry that such a well established business would allow payments to be taken when an order has failed 5 times and then will take 5 working days to be replaced.

I

In-store experience is a treat every time, however shopping with them online is a competely different story.

First of all, trying to get from a completed basket to payment is unnecessarily painfull with their horrible design and constantly crashing forms.

Then, there's no way to change or cancel your order despite the fact that their own FAQ's state otherwise.

Currently my order has been in the "Processing" stage for the 5th day now, whilst the money has been deducted seconds after the order has been placed...

Great product, horrendous customer experience.

I love Kiehls, I just wish they were a bit cheaper. Their amino acid shampoo is just the best!

Best products ever. !!

i recently shopped a 2 kiehl's stores in paris. marais & bastille. in both cases i met with friendly, helpful personnel. they offered personalized advice without being too pushy. i love my new beard oil ;) thanks! tom

I was very happy about the client's services and cream.

Awesome! Completely addicted to the Midnight recovery cleaning oil and Midnight recovery serum

Super service !