Kiehls Avis 5

I had a very bad experience with this company and will never buy anything from them again!

I purchased a gift set from Kiehl’s website during the Black Friday promotion. At the time of purchase, the product page clearly stated that the set included a 50ml face cream. However, when I received the package, the face cream was only 28ml. I contacted customer service, and they responded by saying this was a “typo.” They refused to provide what was advertised. In addition, at checkout I selected two samples, and both were shown as successfully added to my order. However, I received only one sample. The missing item was Ultra Facial Toner Deluxe Sample 40ml. The company stated that it was out of stock at the time of dispatch, but did not offer any replacement or compensation.

The company’s responses were slow and failed to offer any lawful or reasonable remedy. I was left waiting for an extended period with no resolution.

I believe this was misleading and dishonest. They used a low price to get customers to place orders, but the product I received was not what was advertised. I find this experience very unethical and extremely disappointing. I will not be purchasing from them again.

First order online got missing. Second order i recived email that its getting packed and awaiting for courier. Very next day contacted Kiehl’s but it was already delivered even before i received email that its getting ready. Both times no tracking number no communication. When i contacted i was told it was delivered and someone else signed for it since then. Live chat never works, on emails I have repeatedly received the same copy-and-paste response with no explanation, and I am struggling to understand why this issue is not being properly addressed.
I have taken the matter to the police, who advised me to approach the courier company. I went to Castle Parcels, and they informed me that they will investigate as they believe the courier should not have signed for and left the parcel unattended. Castle Parcels also advised that they will be contacting L’Oréal, as they are their customer and the sender of the parcel.
When I asked where this leaves me, they stated that Kiehl’s/L’Oréal will be the one to communicate with me directly regarding the resolution.
I urgently request clarification but no one seems bothered to do anything.
About 400 dollars spent on products i never got and now it's one way communication.

Ongoing issues with trying to get a refund for a product they didn’t send me. Notified them august, told in October I’d be refunded within 7-10 days, still no refund and generic email responses. Do NOT buy from this company

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0/5
Order placed 11 July. Chased 14 August. Two months later, still no product, no refund, and the same copy-paste line about my email being “passed to the relevant team.” Absolutely pathetic service. Don’t waste your money here.