Kiehl’s Reviews 

Kiehl's Malaysia - I wrote to them saying that it's my birthday month but the website is not applying the 10% discount, and I have quite a lot in my cart. They didn't even reply. Good products but lousy customer service

Hello Team,
I would like to inform you about my recent online shopping experience on the Kielhs website.
This was my first time ordering eye cream form your website to.gift it to my sister but I am very much disappointed that the product wasn't delivered to me and IT was conveyed to me on the first customer service call that the product was out of stock and then I got an email about the system glitch that missed sending order to warehouse. I DONT understand what's going on here.
Why a customer has to go through all those hassles ?I wasnt expecting this kind of customer service that completely ruined my sister's birthday gift.
I would definitely not choose to order anything from Kielhs website.

Abhorrent customer service.
A store manager told me that I was earning points using my phone number.
I ended up purchasing a couple thousand dollars of products from this company over time.
When I wanted to finally use my points, turns out.... I had zero!
I reached out to customer service and they said I don't have an account, though the store said I did. They refused to apply my orders to give me the points I earned.
Spend your hard-earned money somewhere else. This company is a scam.

I bought from khiels, my product cost £114 for a bottle. They used cheap plastic for it and it broke as soon as I used it. They will not replace the product after asking me to waste my time and effort to provide personal info, address, name, code, photos, etc which further made the product leak and air penetrating into brand new product making it deteriorate even quicker. What useless customer service. I asked for just the packaging to be replaced so I can salvage what I can and even that was refused. I will not buy from them again. They are Unethical.

As a long-time Kiehl's customer, I am officially done with this brand for good.

In February I made an order for the Creamy Eye Treatment With Avocado (28g), one of the many products I've been using for years. It arrived completely watery. I promptly contacted customer service and kindly sent pictures of the extremely runny liquid. The agent told me to just wait a day or two and claimed it should "re-solidify." I doubted it, but gave it more than 2 days to be sure, and nope—it was still just as watery as the day I received it.

So I messaged them again. They made a ticket, then didn't reply for ages (not until I left a poor review of the product on their website). They asked for tons of info (more pictures, my address, phone #, etc.), which I supplied, even though it was annoying to have to send all this stuff all over again.

Then I hear back via email from them once again telling me to "stir" the product and wait for it to re-solidify. WEEKS have gone by at this point. This is a luxury product that they charge $76 CAD for, and they're telling me to stir it? The product was still runny as water; stirring it wouldn't do anything. Additionally, it's incredibly tacky and gross to tell loyal customers to just stir an expensive product they bought. I paid for the eye cream to be in its original form (creamy, not watery). I shouldn't have to do anything with the product but enjoy it. If your product isn't as advertised, then you should happily and quickly replace or refund it like every other luxury brand does.

Anyway, I call customer service this time (crazy how much work I have to do because THEY sent ME, a loyal customer, a bad/mal-formulated product!). The lady tells me they don't do replacements. All I wanted was a new eye cream as I'm out and want it back in my routine. Nope. They said I have to go to the post office (quite the drive for me), print a return label, and return the gross expired/watery product, then in 30 days or so I'll get my money back. Why should I have to carve time out of my day to return something (that I proved various times through photos) is expired? They could see right in the photos that the cream is watery (I'm seeing other reviews from people getting this cream in liquid form, so it's obviously an issue in formulation on their end). How do they think it's remotely okay that, after spending thousands and thousands on this brand, I should have to spend all this time returning something they're just going to throw in the trash? All they had to do is replace the obviously mal-developed cream. I would have been happy and continued to line their pockets with thousands of dollars for years to come. But not I'm switching 100% to First Aid Beauty products and getting my family members to do the same. Their loss!

Also, can someone explain to me why a luxury brand can't replace items that are OBVIOUSLY (again, seen via the various photos I sent them) bad?

This company treats their customers like absolute trash.

Why have I had to spend the last month emailing, going on chat, and calling over THEM sending ME a product that wasn't what I paid for? And they ask for all these photos, for what? They treat you like you're a criminal and lying about the product being bad or something. It's really, really revolting.

Anyway, use First Aid Beauty instead if you like this brand. Their stuff is better, and their customer service is wonderful and fair.

Tried to leave an honest review but they block them. This is what I got…my review text and a note that was written to me saying I violated their terms if service (TOS). Just so you know, saying anything negative violates their TOS. This is what I wrote:

——————————/////
Never Again as in Ever,

Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!

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Thanks again,
Kiehl's


Do not buy from this company
The worst customer service experience ever. Enough said. I’m sure you won’t make this public so if you want more customers then you need to fix your customer service issues. I will never buy from this company again. Loyal customer gone forever.

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This email was sent by: Kiehls
435 Hudson Street, New York, NY, 10014, USA

Absolutely fantastic product with visible result the next morning..!

Visited one of their shop and brought 10 empty containers of their products which should have given a free travel beauty-case but was informed rules had changed and I would have received a £10 voucher that could have been used for the next purchase but not on that day (not sure of the reason behind). As their shop where I live had been closed tried in a concession in Next and was told it could not be used there despite of them being a proper stand of the brand. Tried to use it online and could not see the voucher so contacted the customer service who took 10 days to reply saying that the voucher was valid for only 3 months (nobody informed me of that). Moreover as they send at least 5 advertising emails x week I believe they could have given a reminder before the expiry day? They have definitely lost me as a customer and got some bad advertising for free from me - good products are nothing if you are not a good seller and people cannot trust you!!!!

Order processing and shipping are terrible

I ordered the products because of a black Friday mailing campaign expecting Khiel's to respect the delivery times stated in their website. It's been almost a week and yet my order is "on behandeling". Today, I called just to be informed that I need to wait, that the times of waiting are doubled: shipping PLUS the time in the warehouse. So, let's do some maths: it can take for example 10 days to process in the warehouse and an extra 2-4 days to arrive (shipping). This is not explained in the website. Now, if you want a refund you have only 2 options: 1. Wait until your package finally arrives, and refuse to accept it. Or 2. Wait 60 SIXTY days for Khiels NOT to send your package and then they will send a refund.

Even if my package arrives soon I think this information is important to have about kiehls.nl