kiehls.com Reviews
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1.3 / 5
Average user rating
531
Total reviews
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kiehls.com Reviews
Read real experiences from customers of kiehls.com.
Brands may not incentivize or pay to hide reviews.
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Robert Francis
March 14, 2026
Kiehl’s has become a joke ….
Kiehl’s has become a joke ….. grand reduction sales ever few months and most of the products are not available. L’Oreal is the multinational parent company and I guess it has become a third rate player in the market
MEI KUAN
February 25, 2026
I rarely leave negative reviews
I rarely leave negative reviews, but this experience was disappointing. I have supported the brand for many years and simply requested a one-time goodwill reinstatement of my Black Diamond welcome gift after missing the expiry date.Although I understand policies exist, I had hoped for some flexibility or customer-centric service. Unfortunately, my request was declined without exception. This experience has made me reconsider my loyalty.
Irina.
February 11, 2026
What a horrible experience I had
What a horrible experience I had! I using Kiehl’s product for decade and I love it. Unfortunately some products you can buy only on line. I purchased face cream and it got lost in the mail. I called 4 times and requested the manager, they told me he would call me back in a 3 days!!!! And he didn’t. After 9 days since my product got lost they told me to wait 8 more days and they refused to return my money. I had to dispute the charge with my credit card. Never going to buy from them again.
Hiltrud Traenckner
February 11, 2026
The customer service is more than bad
The customer service is more than bad! They sent me one product which was already opened. After telefone nobody send the email how to proceed as they promised. After my new email they asked for sending back the product but i had no retoure ticket in the first package, they did also not send one and even the adress where to send it came after anonther question mail. In this mail they wrote that they will refund only products in original status! That is the problem that i got it NOT in this status. So decides to give up and never order here again instead of waisting more time! Although i liked the product, but as it should be a present for someone else- how can you give a opened present calendula cream to someone? It was a very bad experience!
Mikala
February 5, 2026
Don't order on their website
Don't order on their website! If (or rather, when) something goes wrong, they won’t fix it, but still keep your money. I had an item missing in my last order, I’ve written “customer service” (quotation marks because I don’t believe it actually exists at Kiehls) 3 times now, first time more than a month ago, and I haven’t heard anything back. There are so many other great skincare brands out there, choose something else. Kiehls clearly doesn’t value their customers at all.
Jeff
February 4, 2026
3 weeks to deliver some moisturiser
3 weeks to deliver some moisturiser. Ridiculous.
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
Kiehls service is improving
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!P.S. I decided to give Kiehls another chance. I placed an order last week and received it promptly. I guess the bad reviews were read by someone in corporate.
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
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