Kiehl's Reviews 

Carnaby street opening today 1/10/26. Really bad, not enough bags. Queued up 2 hrs for a biscuit, no samples no discount. I was told by staff bottles and bags went to those queuing in the morning even though email said first 25 in at 1 pm. Many of us were very disgruntled. Gave up lunch hours for nothing. Really bad show Kiehls. Good at taking money but zero to give hundreds that queued up today😫

My name is Solange Davis
and I have just come back from the opening of Kiehl's Carnaby Street Flagship Store in London! I am still buzzing as it was awesome!! On Monday I got an email from Kiehl's inviting me to attend this amazing event. Of course, I said yes!!! What a privilege! Well, I had an incredible time! I was met by lovely Libby at the entrance who, warmly, greeted me and made me feel welcome straight away! I was happy to see Calum again who showed me the Brew Bar and explained a bit more of what was happening. I then went upstairs, met Phoebe who kindly gave me the goodie bag. What a goodie bag! It is more like a treasure chest! I absolutely loved it! I also met Kemi and Lisa who were heatpressing beautiful stickers on the canvas bags! The music was perfect as we could still communicate with people without raising our voices. I also enjoyed a delicious spread of mouthwatering foods, had a go at the photo booth and walked through the store. Downstairs you could personalise your products if you wanted, have skin analysis and enjoy a brew tailor made for Kiehl's . Wow!! What a day!! Congratulations to Libby, Calum, Phoebe, Kemi, Lisa and all the staff who made this opening such an enjoyable experience! They are a credit to Kiehl's!
My first experience at Kiehl's was in early December 1997 in Manhattan at 109 3rd Avenue! It is nice to see how the range of products has expanded since then but that the core principles and practices have been maintained!
Thanks for such a memorable morning!

Delivery took two weeks and customer service was awful. Not interested at all. I bought the product elsewhere in the end as I couldn't keep waiting. I was on holiday when it finally arrived and when I got back two weeks later tried to return it. They refused as it was past the deadline for returns even though it was a. their fault it was so late arriving and b. if it had arrived on time I would have kept it and not needed to buy another.
Turns out the delivery company they use are Evri who are appalling. Keihls charge high prices and then pay the cheapest delivery company which undermines their own service.
Customer service was rude and couldn't have been less helpful.

Despite their claims to send samples with every order there were none with my parcel! There stores are equally poor at giving them. I like the dry oil but their customer service is very poor.

I placed an order for £84.75 and specifically increased my spending to over £80 because of the complimentary gifts being offered. The Super Multi Eye Zone Treatment was available for me at checkout and was then clearly listed on my order confirmation. However, when the parcel arrived, it was missing.

I contacted Kiehl’s via email expecting a straightforward explanation and reasonable customer service. Instead, I was simply told that complimentary samples are “subject to stock availability” so they won’t send replacement.

This completely misses the point.

If something is out of stock, it should show “out of stock” online, like what the other normal website did. Customers can be encouraged to spend more to reach a promotional threshold based on what is being offered, only to be told afterwards that the confirmed gift isn’t actually available.

From a customer’s perspective, this feels very misleading. I would not have spent as much as I did if the promotion had not been presented to me in this way.

What disappoints me most is the response from Kiehl’s. Rather than recognising why a customer might feel misled, the response was essentially to point to the terms and conditions and say nothing could be done.

For such a large, established and supposedly premium brand, I genuinely expected a much higher standard of customer care.

It isn’t about a 3ml sample anymore. It’s about trust, transparency and how you treat a customer when something goes wrong.

Very disappointing experience with Kiehl’s.

Extremely disappointed by the recent terms change prohibiting loyalty vouchers from being stacked with promotional events. Restricting rewards this way strips all actual value from the loyalty program. Kiehl's needs to rethink this policy—alienating your most devoted customers is a fast way to lose them.

HORRIBLE customer service and GREEDY company! They were doing an event where you got a gift with $125 purchase, I used reward points to take $ off of my purchase and in a rush I used them all and my order total was 123 after using the rewards points … anyways I immediately try to contact customer service, they were closed. Called the next day, the would not help at all kept repeating themselves, I asked if they would cancel the order so I could reorder they would not even do that. I’m honestly disgusted the way I was treated. Well way to go Kiehls I spend ALOT of money on skin care but after this I will be spending my money with Murad. So basically, Kiehls is fine as long as you won’t have ANY need for customer service. Not even sure why they have a number to call anyone!

And after reading the other reviews … the response they give the compaints on the website are just how they treat you with their “customer service” just talk in circles and do nothing to help the customer. Everything to help their bottom line and lose a customer over a literal 3 Piece deluxe sample set!

Unreliable and Unprofessional brand. Do not buy.I placed order 2 times , on 12 Aug 26 then 18 Aug 26 during their peak sale period both times they canceled my order on Technical issues. You can have error once not twice.They lure customers to buy their products but when get too many orders they cancel order. Pride doesn’t last longer , a lot of brands like Kiehl’s came and forgotten and were made redundant due to their poor customer service services and unreliability.

I sent email regarding missing returned items but customer service doesn’t respond
Poor customer support

Worst customer service I have received in a while.
Items were left in the sun for 6 hours from the courier and Kiehl's refuses to refund the products. When opened the product was extremely hot.
Happy for them to collect the items as the items are damaged but they refuse to

Don't buy direct from this company - extremely unhelpful.

the customer service staff is rude and condescending on the phone.

If you’re planning to order anything from online on Kiehls’ look elsewhere because it takes 3 to 5 working days just to ship it! This is very bad service in this day and age where you can get it on any beauty website or Amazon in less than 24 hours at your door. the delivery process is also not indicated well at all on the website- I couldn’t see anywhere online that the product will be posted in 3 to 5 working days. Highly recommend not to order anything from their online website

Missing points and Maria in customer service offered poor service.

Made a purchase 6 weeks ago, reward points didn’t add like they usually do. Contacted customer services. Maria said she added them manually, when I checked no points. Had to contact them further time, made complaint about Maria’s service and asked for compensation for wasting time. Maria said she investigated herself in response 14th July and her service was fine and Keihls dont offer compensation - very impartial.

Complaint number 12598165 Shame I like the products but not the service.

Having used their products often over the years I bought retinol fast release wrinkle reducing night serum. Unfortunately during the process to mix the two compounds to be able to use the product the bottom of the dispenser fell out I lost alot of product and because of the fault the whole product was unusable. I've contacted the company many times over last 3 months supplied them with pictures, batch numbers etc jumped through all the hoops but now they are ignoring me. Their products are great but not cheap so you expect good customer service the sort you get from clarins, elemis, aromatherapy associates etc. I'm not using, promoting or recommending their products ever again

Good quality products let down by constant stock issues. I have used kiehls for years but unfortunately when you visit their site you are lucky if any of the products you want are in stock, I got a loyalty voucher for my birthday over a month ago, I want to use it unfortunately all the products I usually buy are once again out of stock and have been for over a month. Voucher will more than likely expire by the time they get stock again. I’m running low on my usual and will probably have to use a competitor. Whoever’s in charge of stock levels needs to do the job better.

Kristine the “supervisor” is a horrible person with a nasty attitude and I’ll never buy anymore Kiehls. I purchased 2 (2!) sunscreens one from ulta, and one from Sephora, one has a expiration date in August of this year (3 months to go), the other expires this month. Sent them photos etc and did everything they asked for they to say “oh it’s not our fault”. So Kristine some “supervisor” calls me and says they want to refund me, WEEKS later. So I specifically asked her on the phone, is this for BOTH sunscreens. I even asked her, do you have the pictures for both? She replied she did. Well come to find out it’s only 1. She deliberately lied to me on the phone. I called back days later and she had a nasty attitude immediately and said “this was a 1 time refund for good faith”. What am I supposed to do with that? What is good faith about refunding 1 without the other? I didn’t call you demanding it, you called me weeks later saying you would refund me. But you want to refund me for part of your expired products? 😂 ok! Exactly those calls are RECORDED. You are certainly on it, lying to me saying you received the information and had BOTH pictures. You’re a nasty person and shouldn’t be in customer service. I’ll never buy from kiehls again. I have crème de corps body butters, creme de corps body lotions, better screen sunscreen and ultra barrier face wash ETC. I’d never support a company that has the customer service they have. EVER. I’ve never had anyone pick up a customer phone call with an attitude telling me that she told me this. She could have easily told me on the phone, “we are only refunding 1 sunscreen” and I could have told her where to stick it.

Like all the other reviews... Avoid.

Ordered 4 days ago, order not even processed yet. Called spoke to a less than helpful agent, sounded like my call was an inconvenience. Told I cannot cancel my order, wouldn't let me escalate my complaint, basically have to wait for them to ship something that I no longer want as it was a gift and then return it. Asked to complain told I have to write an email.

I wish I had read these reviews prior to ordering. NEVER AGAIN

I ordered a gift for my Mrs, £71 as I was a new customer and if I signed up for there news letter I should of received a 15% discount. When the discount was not applied I emailed customer services and was given excuse after excuse 8 mails later I give up which I imagine is there hope. Never again. Hope this helps anyone thinking of using this shower.

Placed an order last week, my account has been charged. I've received no order confirmation and heard absolutely nothing regarding delivery. Have emailed and heard nothing back. Help!

I do like Khiels and I love receiving free samples. Its a shame the shops are closing down, I liked the fact I could return my empties for a discount. However, the shop advice I usually recieve is not always the best advice and AI has stepped up to be my new skin advisor, Claude gave dangerous recomendations where as Gemini was spot on, excuse the pun. My biggest disapointment is I just bought a small jar of ultra face cream for £21 and it is only half full. Now that is cheating and I will probably pay extra for Dermalogica next time or The Ordinary if im really on a budget.

Poor customer care bought Avacado eye cream arrived faulty instead of refunding they decided to completely ignore me and tell me to essentially put up with the faulty item
Very upset and disappointed with their customer care
Worst customer care ever my first and last time purchasing from this awful company with extremely poor customer care they would rather argue with you and stress you out then just admit fault and replace they don’t value new customers or build trust or rapport