Kiehl's Avis 1

I wish there were an option to give a “0” not a 1. As a European who has been using Kiehl’s for years! Coming to Canada I have not experienced anything like it. Having to now live in a Country with appalling customer service, it’s put me off a brand I have loved and used religiously. it took about an hour to converse with someone on the chat feature of the website who are there presumably to help consumers.

I went to their Canada chat utility on the website. Not only was I refused an offer that was advertised. I was asked to prove it. Also in between every question I asked, they took minutes to reply every single time. I took screenshots and then was told it was an old ad that the company had mistakenly left up. I asked if it could be honoured, as it clearly stated 25% off and I purchase A LOT! I was told no that the ad will be removed on google.

I then proceeded to explain the legal act that states it should be honoured if advertised, being very nice about it .. and the agent went to talk to their “team” coming back saying no and posting a screenshot of google without the promotion.

I then asked for the person on the team that had said no in honouring the promotion that I was offered. And also asked for the head office/HQ The person then claimed “My name is Jonny” and so again I asked for the name of the person “Jonny” had given, who was the one who’d said “no”.. the name/role of the person in the team who made the decision. After minutes (this is how it was, during the whole chat) I was told can’t give name for privacy reasons. Yet of course this customer service rep (if names aren’t given for privacy) continued to give their obviously fake name of Jonny?

So, exhausted by now I replied that, that was no problem, the person’s position on the team would be fine and contact details of the head office please. Again leaving me on the chat for minutes at a time. On return the reply was “The name will do” (as in him giving me his name as Jonny) wow very sarcastic and unprofessional. I was still awaiting the contact details for head office, again the person just kept disappearing after putting out a routine text “is there anything else I can help you with today” it was disgusting!

This person had told me the offer was now erased from google. On a different phone and browser I typed in what I wanted and there was my offer again. I sent the screenshot of it still being there and asked again about a head quarters for the company in Canada. Yes, you guessed it another huge pause and so I looked online and found a HQ in the states but the L’Oréal group HQ in Montreal who own the company. “Jonny” had returned and said send an email and hopefully they’ll sort it out” so I asked “send who an email and sort what out?” ….

Again no response. I presume that was another sarcastic reply because they have an ad online that’s a mistake. Wow that is not my job!!

This “chat” had reached an hour by now and I said look this is so unprofessional now (the not answering me) please give me the location of the head office, is it this head office giving the USA HQ address. Or is it the L’Oréal group in Montreal and is there a number please? After a moment the “response” “Montreal” then silence.

Absolutely disgusting, removed my $120 of what was going to be around an $800 purchase from the checkout and I wouldn’t buy ANYTHING from them out of principle again now. New brand unless I visit Europe where I must say customer service is incredible compared to this type of behaviour.

I urge you to buy through Amazon or Sephora because this customer service for the website is not the way anyone should be treated. Imagine if your order was lost or you needed to return something, dealing with rude sarcastic individuals representing what is supposed to be a prestigious company?!

The “Customer service” and tone of this person was despicable. I’m so sad that this went to the extent of putting me off one of my favourite brands!