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... See more
Company replied
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Review summary
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Reviews shaping this summary
The day cream is fantastic. The eye cream is average.
Company replied
I was on a waitlist for a specific product (1 litre of face wash) and when I was notified the product was now in stock I ordered it. I was upsold some other items which required me to register. Wi... See more
Company replied
Has anyone else noticed that when black friday comes along or there's another discount on offer the big items - like creme du corps refillable - are 'out of stock'. I had it in my basket last night bu... See more
Company replied
Company details
Information provided by various external sources
Kiehl's Since 1851. Dermatologist recommended skin care solutions, hair care, body care, beauty & cosmetics. Get facial moisturizer, lotion, cleanser, toners, treatments made with natural ingredients.
Contact info
West India Quay 14, E14 4AF, London, United Kingdom
- kiehls.co.uk
3.1
Average
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 89% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
First purchase from this company
First purchase from this company. I was very excited. Spent over £80 on various goods.
Free gift was promised but no option provided at checkout despite it being very clear throughout the purchase journey that I would be eligible for it.
Made contact with customer services. Rather poor excuses were provided and still not resolved. The excuses range from the gift was out of stock to I purchased after the date. Both are strongly incorrect and the transaction history proves the same.
Really not what I was expecting - lots of marketing razzmatazz with poor service delivery.
2 December 2025
Unprompted review
Awful customer service
I placed an order with Kiehl’s totaling £109.20, order number KIEB555854. The website stated that orders over £80 qualify for a free gift, which I selected. It also allowed me to choose two free samples, which I did. Today, I received my order but the free samples and the free gift were missing.
I contacted customer service and spoke to a representative named Luis (or Lewis). His attitude was defensive, condescending, and judgmental throughout the call. He repeatedly insisted that according to the Terms & Conditions, because I used a £15 voucher, I was not eligible to receive the free gift or samples. However, after applying the voucher, my total was still £94.20, which is well over £80.
When purchasing beauty products, very few customers read the Terms & Conditions as if it were an insurance policy. Why did the website allow me to select the free gift and samples without preventing it? Why was there no message informing me that using a promotional voucher would disqualify me from these offers?
Kiehl’s needs to improve their ordering system and customer service. Luis should undergo training on how to provide proper customer care. This was the worst experience I have had with a customer service agent—he was rude, condescending, and aggressive. Additionally, I received an email today offering 30% off with the same free gift and samples promotion, which adds to the confusion.
2 December 2025
Unprompted review
Reply from Kiehl's
Hi Aniz,
Thank yu for sharing a review with us.
We are sorry to hear about your experience. We will ensure this feedback is passed onto our consumer care team and training is conducted (where needed) to ensure improvements to service are made.
With regards to the terms and conditions, we understand your frustrations however these are clearly communicated to ensure consumers are aware before placing the order. Should you have any questions prior to placing an order, we kindly ask that you contact our consumer care team an they will be happy to help clarify any concerns.
Thanks
The Kiehls UK Team
The wrost cusromer service ever
The wrost cusromer service ever . You would think the good brand would have the good customer service but its rubbish . They dont respond, they dont care about their customers its time to find diferend brand
28 November 2025
Unprompted review
Reply from Kiehl's
Hi Marcin,
Thanks for taking the time to leave a review.
Please note that we are experiencing a higher volume of queries than usual during this promotional period but we can certainly look into the delay. Please can you send us further information so we can work with the consumer care team in locating your case.
Thanks
The Kiehls UK team
Customer service a joke!
As you can see from the dozens of poor reviews this company offers appalling service on what is a luxury item over priced item.
After their website had a technical issue they did not include a Black Friday free gift I selected on a £140 order. The customers service team were dismissive and refused to do anything.
I have now returned the products for a refund.
What’s the point of being an “Everest” rewards member if their just treat people so badly. What a joke this company is.
Please don’t bother replying with “reach out to us” as I already did that.
25 November 2025
Unprompted review
Reply from Kiehl's
Hi Jonathan, thank you for your review. We are sorry to hear about your experience and will check in with our consumer care team to see if we can investigate a possible "technical" issue. In the future, should you have issues or notice an issue in preventing a gift from being selected, please do reach out to us before placing your order so we can escalate to our internal teams.
Thanks
The Kiehls UK team
Absolutely shocking package and customer service
My order showed up completely destroyed!! the box was crushed, the product was ruined, and the whole thing was a total mess. This was supposed to be a Christmas gift, which makes it even more infuriating. And when I contacted Kiehl’s, they had the nerve to offer me 10% off another order as if that would fix anything. Absolutely ridiculous. This was my first order, and I can promise you it will be my last.
When I questioned the 10% they never responded
10 November 2025
Unprompted review
Reply from Kiehl's
Thank you for taking time to write a review. We kindly ask that you contact the consumer care team again sharing images of the damage to the product. If the product has bee spilled and cannot be used- we would be happy to look into other options to resolve this matter for you.
Thanks
Kiehls UK Team
Big price items 'out of stock' over busy black friday period
Has anyone else noticed that when black friday comes along or there's another discount on offer the big items - like creme du corps refillable - are 'out of stock'. I had it in my basket last night but when i got my VIP access code this morning it disappeared --shocker! this is now the third time this has happened - now either it's an amazing coincidence or a marketing tool. because, guess what, it will become available just after the offers end. it has happened before so i will wait and see next week. Odd that Kiehls doesnt think 'one of their most popular products' might be in demand over black friday. we are not fooled.
17 November 2025
Unprompted review
Reply from Kiehl's
We are sorry to hear about your experience. During our promotional period, products do sell out quickly so to avoid disappointment we advise you to place you order as soon as possible.
Thank you for taking the time to share feedback
The Kiehls UK team
This cream is average
This cream is average, I use a cream
Called particle it’s the best face cream you can buy. I feel 10 years younger and I swear it makes me fitter aswell as I’m always faster than my mate who I train with at the gym & I’ve done a marathon and he hasn’t
17 September 2025
Unprompted review
Reply from Kiehl's
Thank you for taking the time to leave a review and we are sorry you were not satisfied with the product. We advise you to visit one of our Kiehls boutiques and an advisor will be happy to assist you in finding a cream that is suited to your skin type. Please see link below for our store locator: kiehls.co.uk/stores?gclsrc=aw.ds&gad_source=1&gad_campaignid=20544778025&gbraid=0AAAAADOS4WLqq9qbBE12d8N0apvlY_9XF&gclid=Cj0KCQiAxJXJBhD_ARIsAH_JGjjC4zMSnc4b_iInnX8Od3XqwG-LV2WgQQyofF4jvOk-60HzHnA_MwQaAhi0EALw_wcB
Great product - unreliable online store
Great product. Highly recommend.
Very unreliable online store - some orders just don’t get shipped and customer service aren’t able to correct the situation , they can only say sorry and cancel the order.
7 November 2025
Unprompted review
Reply from Kiehl's
Hi Mihapa, thanks for taking the time to leave a review, There are many factors that can affect an order not being placed and shipped correctly. Should you have any issues with your order, please do contact the customer service team who can investigate this for you. We will always be able to guide you on why the order failed.
Thanks
The Kiehls UK Team
Woeful online customer experience compounded by terrible customer service.
I ordered some products on the website, a few days later I was informed by email that the order had been cancelled as they couldn’t find my address. I reordered after checking all details and inputting again on the website, another delivery failure email arrives days later. I contacted customer service by email and was told the order had been delivered with a picture. The picture was of a stack of boxes in a warehouse, laughable really. I tried again, noting that a part of my old address was present in the address I informed customer services who said they’d escalate this with their ops team. There is a fault on the website where address information is present and cannot be deleted. The end result being I now cannot order anything as it will fail. After informing CS again and again I am now over a week with total silence. I’m never using their site again, it’s so clunky and old as pointed out by other reviews here. The outsourced customer service team are not doing their jobs properly and it’s totally ruined all goodwill with their brand. I was asked for a phone call which was arranged and then never happened.
The products are generally good, I’ve been buying from Kiehls for 20+ years. I will not be buying from them again and will try other products as a result of my experience.
Things need improved with their online ordering and appalling customer service. All their platitudes are infuriating scripted responses with no personal service evident. For a premium brand they are falling well short.
5 November 2025
Unprompted review
Reply from Kiehl's
Hi John, thank you for taking the time to leave your review. We kindly invite you to log into your account and update your address there; this will save the the time in having to manually update your address for future orders.
Thanks
The Kiehls UK Team
On-line order fail and even poorer customer service
I was on a waitlist for a specific product (1 litre of face wash) and when I was notified the product was now in stock I ordered it. I was upsold some other items which required me to register. Withing 24 hours of the order I was advised that the original item I specifically requested was no longer available but the other items were.
Long story short Kiehls refused to accept they made an error in the order, didn't offer to supply the facewash to the same volume but in different bottle volume formats, offer a discount on a future order nor even offer to put me back on the waitlist for this product.
How can a company take customer orders and then fail to allocate the given items to that orde?. Was it an intentional data scrape initiative to get me to order or simply incompetence? Not too sure but unlikely to return to Kiehls after 20 years of custom.
23 October 2025
Unprompted review
Reply from Kiehl's
Hi KB,
Thanks for sharing your experience.
This does sound like there is an error and we would like to investigate this further with our internal teams Or all items were ordered and allocated before you placed your order. Please contact the UK consumer care team and quote "3NOVTP and we will investigate.
Unfortunately if an item is showing systematically as out of stock, you would be refunded for the cost of that item as we were unable to fulfil the order. With regards to being added to the wishlist, this isn't something that can be done on your behalf however we welcome your feedback.
Thank you for reaching out.
Kiehls UK Team
Kiehl’s provided a false advert for…
Kiehl’s provided a false advert for getting 2 free samples. When purchasing a product there was a promotional offer for new customers with ‘Welcome 15’ code. At the checkout, it then encouraged you to spend more with a sliding scale saying ‘spend up to £90’ to gain two free large samples. I then increased my order drastically and bought my partner some skin care products and hit the £90 sliding scale to redeem them. I then paid and waited 3-5 days for my products to arrive. I opened my package and they weren’t in there. I contacted customer care and they said that I couldn’t redeem that offer with Welcome 15 code- however, this is what it told me I could do at checkout, encouraging me to spend more. Which is completely misleading! Plus no T’s & C’s highlighted this directly at checkout. I’ve reported to trading standards, as I’m sure they’ve tricked more people into spending money with them. I will not be returning as a customer after their poor customer service response.
22 October 2025
Unprompted review
Reply from Kiehl's
Hi Harry,
Thank you for taking the time to leave a review.
Having reviewed your case, it appears you have attempted to use two offers at the same time. We are sorry you feel this wasn't clear and so we will take your case as feedback. It is always recommended that the terms and conditions of offers are checked before attempting to place an order.
Thanks
The Kiehls UK team
Package arriving empty twice
Placed an order during the recent sale with 25% off. When the package arrived it was only the samples, I was issued a refund. I repurchased the order and again received only the samples and no product that I ordered. I was issued a refund again. Now the sale has finished and I still do not have my product. After call customer service the could only offer a 15% discount.
Something very unusual is happening as the delivery docket for both packages only had the samples and not the face cream I ordered.
Terrible customer service, I have emailed and phoned regarding this issue.
22 October 2025
Unprompted review
Reply from Kiehl's
Hi Georgia,
Thanks for leaving a review.
We are sorry to hear about your experience. This does sound like there is a technical issue and we would like to fix it. Please can you share your order number in the request we sent so we can review your case, how this was handled and the product SKU in question.
Update
Thank you for your reply. It appears this order wasn't placed on the Kiehls UK website and so we are unable to investigate this further. We are sorry we weren't able to look into this for you.
Thanks
The Kiehls UK team
Terrible
Terrible, terrible service! I was waiting for having my order dispatched for 17 days, after contacting the company they cancelled my order without asking me what kind of compensation would be satisfactory. I am shocked.
17 October 2025
Unprompted review
Reply from Kiehl's
Hi Agnieszka,
Thank you for sharing your review and we are sorry to hear about your online experience.
If an order is cancelled, a cancellation email would have been sent to the email address used to place the order explaining why. If you haven't received an email, its highly likely that your case is unique and would need to be investigated by our warehouse teams. As you have reached out to our consumer care team, we will connect with this team to look into this further. We are sorry for the inconvenience this has caused.
Kind Regards
The Kiehls Team
Low quality customer service
I am a dedicated Kiehls customer for many years.
Every year on my birthday I get an email notifying me of a birthday gift when I make a purchase. Today I was going to make a purchase, when I put the purchases in my cart, I didn't see that the birthday gift had been added. I called customer service. Unfortunately, I got an agent who spoke very little English. I'm not sure if the agent understood my question, as he was unable to help me in any way other than escalating my request further. I also noticed that the agent was not polite enough.
Kiehls, you are a premium brand and your customer service should also be premium. I am not happy with my experience today, very upset and to cheer myself up I made a purchase of another brand
26 September 2025
Unprompted review
Reply from Kiehl's
Thank you for your review. We are sorry to hear about your experience. Please can you send us an email using the contact form via this link: https://www.kiehls.co.uk/customer-service/contact-us-form.html so we can investigate your service experience and birthday query. We look forward to hearing from you.
Warm regards
Team Kiehls
Kiehl’s POOR
Kiehl’s has POOR, POOR, POOR organisational setup. You cannot trust that an item on their website is in stock even when you place the order (ridiculous). I ordered the Kiehl’s creme de corps 500ml after a recommendation. At the time of ordering, I was given the option to select two sample sachets. The order was placed the payment taken and the confirmation received. Two days after placing the order, I received an email stating that part of my order was not available. I checked the Kiehl’s website for an alternative size, only to find the size I wanted was still available (ridiculous). A huge parcel then arrived from Kiehl’s, I initially thought it must be a mistake and when I opened the first packaging box there was another huge box inside. I opened it to find two small sachets (ridiculous). This is totally unethical and unacceptable. I called Kiehl’s customer services team to get an explanation and was told the inconsistences in the stock levels online was common and the huge box was sent because the packers in the warehouse were unaware of the stock levels until the parcel was due to be sent out (ridiculous). This is easy to fix; it’s 2025 after all. I was also advised to go head and leave a negative review. In short this is poor, poor, poor and such a waste of time of MY time. I will not order from them again.
6 September 2025
Unprompted review
Reply from Kiehl's
Thank you for sharing your feedback regarding your recent Kiehls order.
We understand how frustrating this would have been and would like to investigate your order with our warehouse teams.
Please could you send us an email with the Ref: 2509TrustPilot and we would be happy to investigate this.
Warmly,
Kiehls Team
I ordered a set of Kiehl / L’Oreal…
I ordered a set of Kiehl / L’Oreal products for my brother’s birthday on 8th September - all good 👍
8 September 2025
Unprompted review
Reply from Kiehl's
Dear Richard,
We are truly sorry to hear about your recent experience with us, and we deeply appreciate you taking the time to share your feedback on Trustpilot. We understand how frustrating and disappointing it must be to have your order cancelled, especially after looking forward to receiving your items for your brother's birthday. Please accept our sincerest apologies for the inconvenience and upset this has caused you.
We genuinely regret that we were unable to fulfil your order. During periods of high demand, particularly with special promotions, our most popular products can sell out very quickly, sometimes even within the same day. While our distribution centre works to process orders as efficiently as possible, this can unfortunately lead to situations where items are no longer available by the time an order is processed, necessitating a cancellation. This is certainly not the experience we want for our valued customers, and we completely understand your disappointment.
Please know that we are taking your comments very seriously. We're actively and thoroughly reviewing our inventory management and order fulfilment processes to identify exactly where things went wrong and implement robust solutions to prevent such occurrences in the future. Our commitment is to consistently meet your expectations and provide the seamless, joyful shopping experience you deserve.
In the meantime, we've already reached out to our dedicated consumer care team, and they will be contacting you directly via email very soon. They will be providing you with a complementary 25% discount code as a token of our sincere apology. We completely understand that a discount doesn't undo the inconvenience you've faced, but we genuinely hope it shows how truly sorry we are and our desire to try and make things right.
We hope you might consider giving us another chance in the future to demonstrate the quality of service we strive to deliver. Thank you once again for your feedback.
Warmly,
The Kiehl's Team
Terrible delivery service
Love the products, but the delivery service is terrible. Waiting 2 weeks now for delivery. There shouldn’t be any reason for this when most other companies can deliver within a couple of days. When I contacted them after 12 days they refused to look into it and said they would only escalate after 14 days. Contacted them today after 14 days to no reply. Over 2 weeks for delivery with no update is extremely poor service and has put me off buying the product again in the future.
Edit: As of today, my order has been cancelled and refunded with no explanation - 15 days after it was placed. So I now have to find alternative solution as I will not use Kiehl’s products again after this experience.
18 September 2025
Unprompted review
Reply from Kiehl's
Good afternoon,
Thank you so much for taking the time to share your experience with us. We are truly sorry to hear about the disappointment and frustration you've faced with your recent order; it's absolutely not the standard of service we aim to provide, and we completely understand how upsetting it is when an expected delivery doesn't go as planned.
We've reviewed your case and can see that unforeseen logistics challenges unfortunately prevented us from completing your delivery as expected. Please accept our sincerest apologies for the inconvenience and annoyance this has caused you. We know that waiting for an order, especially for products you're looking forward to, only to have it not arrive, is incredibly frustrating, and we deeply regret that this happened.
Your feedback is invaluable to us, and we want to assure you that we are taking it very seriously. We will be sharing your comments directly with our order fulfilment and shipping teams. This kind of input is crucial in helping us identify areas for improvement and implement measures to prevent similar issues from occurring in the future, ensuring a smoother experience for all our customers.
For our valued customers in Ireland, we genuinely recommend placing your orders directly through the Kiehl's IE website. This dedicated platform is designed to offer a more streamlined process and help ensure a much smoother and more reliable delivery experience for you.
Thank you once again for bringing this to our attention.
Warmly,
The Kiehl's Team
Issue resolved
I received what eventually turned out to be a fraudulent email supposedly from this company regarding a declined payment for their products. After some correspondence, the matter has quickly been resolved. Whilst I can't comment on this company's products, their support and customer services were prompt and first rate in dealing with this issue.
17 September 2025
Unprompted review
Reply from Kiehl's
Good afternoon,
Thank you so much for reaching out and for bringing this suspicious email to our attention. We completely understand how unsettling and concerning it can be to receive communications that appear fraudulent, especially when they use a brand name you trust. Please know that we genuinely appreciate you taking the time to share this with us; your vigilance helps us protect everyone in our community.
We want to assure you that we take these matters incredibly seriously. Upon reviewing your details, we couldn't find any record of attempted transactions linked to your email address, nor any recent contact from us that would correspond with the emails you received. This strongly indicates that these messages did not originate from Kiehl's.
To help you secure your information, we would strongly recommend a few steps:
• Contact your bank: It's always a good idea to reach out to your bank to confirm that no unauthorised transactions have been attempted from your end.
• Mark as spam/phishing: Please mark these emails as spam or phishing within your email service provider. This helps them identify and block similar malicious attempts in the future.
• General security advice: If you have any concerns about the overall security of your accounts, data, or devices, we highly recommend consulting the expert advice provided by the UK Government's National Cyber Security Centre (NCSC) at www.ncsc.gov.uk. They offer valuable guidance for individuals and businesses alike.
Unfortunately, these types of scams, where fraudsters exploit well-known brand names and easily accessible email services, are becoming increasingly common. We are continuously working behind the scenes to combat these fraudulent activities, including engaging in frequent dialogue with providers like Google to help tackle these issues at their source.
Your proactive approach in reporting such incidents is invaluable in helping us maintain a secure online environment for all our cherished customers.
Should you encounter any similar suspicious emails or have any further concerns, please do not hesitate to contact us again.
Best wishes,
The Kiehl's Team
Scammed
They sent me an offer that gives £20 off when spending £60 or more. I buy two products, one for £55 and another for £75. Order goes through fine. Next day i get an email saying they have run out of stock of the £75 item, which means i no longer get the £20 discount which is only reason i decided to shop on their site. Very convenient for Kiehl’s to alter the purchase agreement after the sale, less so for me.
26 August 2025
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your experience with us. We are truly sorry to hear about the inconvenience and disappointment you faced when placing your order, and we sincerely apologise that we were unable to meet your expectations on this occasion.
We completely understand your frustration when a desired product is unavailable, especially during a special promotion. You've highlighted an important challenge we sometimes face: while our distribution centre works tirelessly to process orders and replenish stock, periods of high demand can unfortunately lead to temporary stock shortages for our most popular items, sometimes even within the same day. We are always striving to maintain consistent availability and are continuously working to refine our processes to minimise such occurrences and ensure a smoother shopping experience for everyone.
Your feedback is incredibly important to us. It helps us gain valuable insights into where we can improve and better serve our customers in the future. Please know that we are taking your comments to heart as we endeavour to enhance our services and ensure our beloved products are available when you want them.
Thank you again for your understanding and for giving us the opportunity to learn and grow from your experience. We truly appreciate you sharing it with us.
Warmly,
The Kiehl's Team
Website awful, service meh
Products are great, but customer experience is dire. Website is awful, throws errors without telling the user why (so basic), and address matching is useless - they’re sending the product to my billing address, not the address I selected despite being clear on this. Customer service was mediocre too; raised this with them, completely overlooked it. Really disappointing. No point in having good products if people can’t get them properly.
20 August 2025
Unprompted review
Reply from Kiehl's
Dear Rachel,
Thank you for taking the time to share your experience with us, We are truly sorry to hear about the challenges you faced with your recent online Kiehl's purchase, especially the difficulty in entering your address on our website. We understand how frustrating this must have been, and please know that your feedback is incredibly important to us.
We've immediately flagged the address entry issue with our web development team. They are actively reviewing this section of the website, and your valuable input will directly help us improve the ordering process, making it smoother and more user-friendly for everyone going forward.
Regarding the specific details of your order, we've reviewed your case notes. We can confirm that your parcel was ultimately sent to the shipping address you confirmed with us. We sincerely apologise for any miscommunication and subsequent confusion that arose. We will be working closely with our team to ensure proper checks are done and that accurate information is always provided to you from the very first interaction.
Our records show that your parcel was successfully delivered on August 23, 2025. We truly hope that you have safely received your order and are now enjoying your Kiehl's products.
Thank you once again for bringing these matters to our attention. Your insights are crucial in helping us enhance our service and ensure a better experience for all our valued customers.
Warm wishes,
The Kiehl's Team
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