kiehls.com Reviews
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1.4 / 5
Average user rating
524
Total reviews
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kiehls.com Reviews
Read real experiences from customers of kiehls.com.
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Cyndi Santek
January 27, 2026
I sure hope you look at the reviews…
I sure hope you look at the reviews before you purchase anything from their website. They have the worst customer service of all time of anyone I have ever shopped online with. Seven days going on eight days and I still have not received my product and it is not showing that it has moved since they supposedly said it shipped seven days ago. I will be filing a dispute with my credit card company tomorrow and will never ever order from this website ever again. don’t order from this website.
R de J
January 14, 2026
WORSE CUSTOMER SERVICE
WORSE CUSTOMER SERVICE. I’ve been a Kiehl’s customer for decades and I give up. Placed order 12/28, emailed 1/12 to inquire. I was told that it takes 10 days to ship. I was on the 15th day. I called the following day and was told there was a glitch. Did I still want order or a refund. I told them if you can ship within 3 days I will accept. They gave me a refund. There’s nothing like a huge company like L’Oreal purchasing a great small company like Kiehl’s and throwing it down the toilet!
Jenna Pinto
December 28, 2025
HORRIFIC customer service
I have been using Kiehl’s for years, had the absolute WORST experience with customer service regarding my order that I placed for Christmas!! The online representative made me feel like they really didn’t care if I wasn’t going to get my order on time for Christmas. They had a very condescending tone when responding. The response I received was, “I’m sorry for the inconvenience”. That exact sentence was repeated 3 times, with no solution offered. I then got the response, “do you want a refund?”, which made me feel like I was begging for free product. I was not looking for free product, just wanted help, or maybe a solution. Maybe send a new shipment with the same product that might have made it on time? Anything would have been better than the response I received. I placed the order on 12/13, got an email from Kiehl’s saying it shipped 12/15-STILL haven’t received the order and it’s 12/28. STILL haven’t heard ANYTHING from customer service. I am so disappointed! TERRIBLE experience, rethinking my loyalty to this brand!
Nguyen Xuan Huong
December 25, 2025
PAID OVER 400$ AND GET A SMALL SEALED…
PAID OVER 400$ AND GET A SMALL SEALED BOX MISSING 11 ITEMS?? 100% OFF THEIR PACKING MISTAKE AND THEY SAID UPS HAS PROOF OF DELIVERIED THE BOX. 1.5 MONTH WAITING AND NOW I HAVE TO WORK WITH BANK, SUPER TERRIBLE
Ellana Stolyar
December 21, 2025
KIEHL’S Vit C serum
Ordered KIEHL’S Vit C serum . Received something that is totally different from previous formula. Old formula : yellow cream, smooth , leaves warm feeling on a skin when applied. New formula : white color , grainy , unpleasant to apple , no results whatsoever. Called customer service , the lady literally did not listed or understood what o was saying. Wake me to send a phone of “ defect” ( what phone ? How will she see the texture and effect ???) . Anyway , told me to ship it back with $8 charges. Seriously ?! So I went to the store, showed them the issue , was offered a “ store credit “. Lovely. Had to call a manager to resolve the issue and get my money back. Never again ! PS . Wrote an honest review on Keihls website and they did not let it thought! It’s crazy . So here we are. They just lost another customer
Paula Magar
December 5, 2025
Kiehl's bad customer service
I've been a Kiehl's customer for close to a decade. Always prefer in store purchases, but since the stores have dwindled down to nothing, I've resorted to buying online for the last year. On my last black friday order, i missed out on a big reward gift for no fault of mine, When I contacted Kiehl's asking why my gift was not sent out, they insisted that the instructions were available on their website, and that I was at fault for not including the code in the check out. I explained that I had been shopping online with them for a few days and never came across instructions for a code till after all my purchases were made. They were adamant that this was not the case, and would not budge. They made no effort to keep a long term customer happy. I simply wanted what was owed to me. To make matters worse, I received none of the freebies that usually accompany online orders. Suffice to say that their standards are at a lowest and I am never shopping with them again. What a shame. Their loss.
MKR
December 1, 2025
TERRIBLE
TERRIBLE, UNPROFESSIONAL CALL CENTER IN DUBAI. NEVER EVER BUY THEIR PRODUCTS. THEY HAD AN OFFER ON THE WEBSITE AND THEN REFUSED TO HONOR IT. AFTER THAT THE CALL CENTER DROVE ME NUTS. LITERALLY NUTS. I WOULD LIKE TO COMPLAIN TO L'OREAL HEAD OFFICE TOO. ZERO COMMUNICATION SKILSS, UNABLE TO FIND MY ORDER FOR HOURS, EXTREMELY UNPROFESSIONAL ALL THE WAY.
Jayna
November 25, 2025
What happened to Kiehl's?
What happened to Kiehl's?! I used to love this product and found the instore experience and mail order to be comparable. But I just ordered a product on sale which came with some pre-selected extras. When my package arrived, it contained the extras but the product I needed was no where to be found.Fine, that's a shipping error, and I'm sure these warehouses are busy. But then I submitted the problem via a form and proceeded to have four email exchanges where each time, the agent seemed to start fresh asking the same question.I placed my order on the 6th, it was scheduled to arrive on the 15th, I emailed them on the 18t about the error and it still has not been resolved on the 24th. I am giving up and canceling the order.
AshB
November 24, 2025
Late, wrong, and can’t return
Product was late and not the right item. Kielhs, remarkably, won’t “accept” any returns, as in their own words the condition they send items out in is not acceptable to receive back and resell. Unethical and frankly overpriced.
Tiffany Tseng
November 23, 2025
Extremely Frustrating Experience – Damaged Product and Poor Customer Service
I purchased the Sunshine Essential Gift Set from Kiehl’s , which includes a full-size sunscreen and a travel-size sunscreen. When it arrived, the full-size sunscreen — the main value of the set — was completely damaged and unusable.Since receiving the damaged item, I have tried calling, chatting on the website, and emailing customer service multiple times, providing photos and videos of the damage. Despite this, I was only issued a partial refund of $24.87, even though the full set cost $49.73 and the full-size sunscreen alone is sold for $45.Receiving a damaged product is frustrating enough, but the lack of smooth, effective assistance has made this experience extremely disappointing. I hope Kiehl’s takes this feedback seriously and improves how they handle damaged items — customers should not have to fight this hard for a full refund on a damaged product.
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