Kiehl’s Benelux Reviews 32

I am extremely disappointed with Kiehl’s customer service.

About 1.5 years ago I experienced an allergic reaction to two Kiehl’s products. According to their policy, I returned the products as instructed so that a refund could be processed. The products were received by Kiehl’s, but since then I have still not received my refund.

Over the past year and a half I have contacted customer service multiple times, but the issue remains unresolved and I rarely receive a meaningful response.

For a brand that presents itself as premium and customer-focused, this experience has been very disappointing. I simply expect the company to honor the policy they communicated and process the refund for the returned products.

I hope this review encourages Kiehl’s to finally resolve this matter.

I made a purchase today with a promotion that they still have live on their website, and they keep refusing in giving me the '11 miniaturen' that they promised because there is no stock availability. They lost all credibility for me and what I find a shame is that they're still offering on their website, how many more customers they want to fool? Very frustrating. I prefer to spend my money somewhere else.

Made an order for 71 euro. The order never came, and on the track&trace was stated that it was sent back to Kiehl's NL. I contacted them, and was informed that my money will be refunded. More than 1 month later I received no money. Cannot reach them by phone. Will never buy with them again.

Bought an item as a gift, order didn’t go through, customer service unreachable. Terrrrrrible experience, really avoid at all cost!!!

I placed an order on 20.11.2024 KIE9370000, haven't received any parcels and in tracking details I see that parcel was sent back to the warehouse.
I tried to reach customer support lots of times and got NO answer, I even texted to their instagram where I was told that they couldn't help me, but promised to send me a gift. It is nice but I spend almost 300 euro at the shop.
I contacted the bank where I was informed that there is no way to make a refund if payment was made by IDEAL.
So I lost my money and got disappointed in such a big shop where I was a loyal customer for 7 years.

I’m happy user for almost 30 year. Lately things change in Kiehls. Definitely I had 3 orders they reviewed the payment never got a confirmation email after two call en never got follow up desperation centre . I got my money back two weeks letter. L’Oréal is big company can by for billions Tom ford but there e-commerce is really. Let’s ban L’Oréal products. Go local again

Terrible Customer Service - WATCH OUT

I've been a loyal Kiehls customer but watch out when ordering online, because their customer service is very bad for such a renowned brand. There is no communication whatsoever, i have been waiting for my order for over a week and suddenly received a refund with no email or explanation...nothing. Very disappointing service.

I have to give 1 star (wish I could give less to be honest) due to the poor online service and customer service. I never got my products as the delivery company says the address was wrong. I contacted Kiehls that told me the situation would be treated as a refund (why? I didn't ask to refund anything). I asked if they could send me the exact order again and they told me no, that is not possible. They said the only way was for me to place an order again through the website. Bare in mind it was a big order and I was using discounts that I wouldn't be able to get anymore with this new order. They were super inflexible and I had to send many, many messages after just receiving automatic replies. The 14 day refund period passed and I had to contact Kiehls again to get my money back. All in all, I never got my products and have absolutely no motivation to order from Kiehls again, which is a shame because I really liked the products. Since then I have been looking to other skincare solutions as I don't want to support companies that don't value their customers and are inflexible in the way they work. Do not recommend, especially if you go for online shopping.