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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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.
They lost my order
They lost my order, but after contacting support they returned the money, and after a month of ordering it came for free.
1 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you so much for your wonderful 5-star rating of Kiehl's. Your positive feedback means a great deal to us.
If you have any questions or need further assistance in the future, please don't hesitate to contact us. We're always happy to help.
Thank you for choosing Kiehl's.
Warmly,
The Kiehl's Team
I’ve been a loyal customer for over 20…
I’ve been a loyal customer for over 20 years. I use the avocado eye as moisturiser. So you can imagine how many I use!
I made mistake on my order and emailed customer service straight away. Customer service was a joke. Email received very disappointing. I spend over £1000 a year with them. Buy online and shops on my travels over the world. Does make me think why I spend so much with them. After zero customer service.
26 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback regarding your recent order. We sincerely apologise for the negative experience you encountered.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We are committed to your satisfaction and to regaining your trust in Kiehl's. We look forward to hearing from you soon.
Sincerely,
The Kiehl's Team
Incorrect tracking number supplied
Incorrect tracking number supplied. When contacted customer service they said order already delivered, but was delivered BEFORE I even placed an order for items so not even possible also was in a different country-link was for DPD UK not Ireland. Tracking number doesn’t exist with DPD IE. Link also gave me access to other persons name . Customer service unhelpful and said there’s nothing they can do and can’t give me a correct tracking number and just need to wait and see does it ever come or contact DPD- which I can’t , as I don’t have the right tracking number to contact them. all I’m asking for is my tracking number as the one I have is clearly for someone else’s order as created before I even placed an order. Don’t order from here. Total waste of time and money. Unhelpful customer service. Data breaches concerning.
17 December 2024
Unprompted review
Reply from Kiehl's
Dear Ms. Moir,
Thank you for your feedback. We appreciate you taking the time to share your experience with us.
We understand your frustration regarding the delivery problems you encountered with your recent Kiehl's order. We sincerely apologise for the inconvenience and disruption this has caused. We recognise that receiving your order is a positive experience, and we regret that delivery issues have impacted this. Your feedback is valuable and helps us identify areas for improvement with our delivery partners to ensure a smoother experience for all our customers.
If you have yet to receive your order, please contact our Consumer Care Team for further assistance. They can be reached on 0800 587 0830, Monday to Saturday from 8:00 am to 8:00 pm, and Sunday from 8:00 am to 3:00 pm. Please note that lines will be closed on New Year's Day.
We apologise again for the inconvenience caused to you.
Sincerely,
The Kiehl's Team
Awful service, very disappointed
Ordered on 16/11/24 when the order hadn’t arrived I used the Tracking provided
It’s now a month later and no parcel and the tracking hasn’t updated. I asked for this to be investigated and no reply from the company. I contacted PayPal on the 26/11/24 And raised a case The company, then closed this case on12/12/24 And have still not made contact with myself or refunded the £144 I spent with them
I’m a long-term customer of this company, but now I will not buy off them again.
Wish I could add the screenshots taken from PayPal. Their response was very rude and inconclusive.
16 November 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback regarding your recent order. We sincerely apologise for the negative experience you encountered.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We are committed to your satisfaction and to regaining your trust in Kiehl's. We look forward to hearing from you soon.
Sincerely,
The Kiehl's Team
Worst customer service of all time I…
Worst customer service of all time I will never ever order from them again and I have not ever since I had my bad experience. Read the reviews before you order from them online.
14 August 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback regarding your recent order. We sincerely apologise for the negative experience you encountered.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We are committed to your satisfaction and to regaining your trust in Kiehl's. We look forward to hearing from you soon.
Sincerely,
The Kiehl's Team
I am extremely disappointed in Kiehl’s!
I am extremely disappointed in Kiehl’s!
I returned some items to them on 2nd December, they didn’t return the money to me until now! Even I send an email to them, they need me to provide the proof that I really returned the items to them, but they didn’t reply me anymore! It had already been 2 weeks, it is really a horrible company!
2 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback regarding your recent order. We sincerely apologise for the negative experience you encountered.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We are committed to your satisfaction and to regaining your trust in Kiehl's. We look forward to hearing from you soon.
Sincerely,
The Kiehl's Team
Third separate issue I contacted the…
Third separate issue I contacted the German support - zero response. It's as if it doesn't exist.
10 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback about your recent experience with Kiehl's. We appreciate you reaching out.
Since this platform primarily assists our customers in the UK, for the quickest and most effective support, we recommend contacting our team in Germany directly.
They are best equipped to handle your specific inquiry. You can reach them by:
Online: https://www.kiehls.de/kundenservice/contact.html
Phone (Order Enquiries): +49 (0) 211 96 29 49 66 (Monday - Saturday, 9:00 AM - 9:00 PM)
Phone (Product Enquiries): +49 (0) 211 38 55 76 90 (Monday - Friday, 9:00 AM - 5:00 PM)
Thank you again for contacting us. We trust our German team will be able to provide you with the assistance you need.
Sincerely,
The Kiehl's Team
Lovely skincare dreadful customer…
Lovely skincare dreadful customer service. This company have the worst customer service I have ever experienced and it has never changed. Never reply to messages, so difficult to get through on the phone. If you are waiting for a refund you will wait forever. The poor customer service puts me off buying from them unless at a counter. They have been like this for years.
8 December 2024
Unprompted review
Reply from Kiehl's
Dear Sharon,
Thank you for providing us with the necessary information. We were very sorry to learn about the negative experience you recently had. We understand how frustrating this situation has been, and we truly appreciate you bringing it to our attention.
The high volume of orders during the Christmas period resulted in longer than usual response times. We are working diligently to address each request as quickly as possible and are sincerely grateful for your patience.
We are pleased to confirm that your refund request has been processed. The refund should reflect in your account within two weeks, depending on your bank's processing time.
Thank you again for your patience and understanding. We sincerely apologise for any inconvenience this has caused.
Sincerely,
The Kiehl's Team
Terrible customer service experience
Order didn’t register or ship while I did get a confirmation email. Customer service is totally unreachable (phone or email).
Terrible service.
5 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for your review and the additional information. We appreciate your feedback.
We've checked our records and haven't found a UK order associated with the email address you provided.
If you placed your order in the UK and require further assistance, please contact our consumer care team at 0800 917 1842. They are available Monday to Saturday from 8:00 am to 8:00 pm, and Sunday from 8:00 am to 3:00 pm.
Sincerely,
The Kiehl's Team
Kiehl is the way to go
I order my products, got them in time and they feel great on the skin. I received a gift as well just waiting on the tot bag.
Quality products Ma sha Allah.
4 December 2024
Unprompted review
Reply from Kiehl's
Dear Rizzo,
Thank you so much for your outstanding 5-star rating of Kiehl's! We truly appreciate your support and are thrilled to hear that you found our products to be so good for your skin!
At Kiehl's, we really strive to provide our customers with the best possible experience, ensuring they receive top-notch products that meet their expectations. Your kind words and positive feedback are a great motivation for our team to continue delivering exceptional skincare.
Thank you once again for choosing Kiehl's.
Warmest wishes,
Team Kiehl's
Order not received and no response from Kiehl's
I love Kiehls products, the creme de corps is the only body lotion I use. That's why I'm so disappointed to have had such a bad experience ordering from their website. I placed an order on 18/11/2024, received an email confirmation and received a shipment confirmation on 20/11/2024. I didn't receive any tracking information from a shipping company and have not yet received a parcel. On my Kiehl's account, the order shows as 'Completed' in my order history and when I click for more detail the status shows as 'Shipped' but when I clicked the tracking number the tracking status is 'Pending'.
I sent a message to customer service on 1/12/2024 and have yet to receive a response beyond the confirmation of my message.
Kiehl's, please look into where this parcel has ended up and why I haven't received any shipping information from the carrier... and please respond to my customer service ticket.
Order number: KIE3276039
Tracking number: OF692525935GB
18 November 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to leave us a review about your recent experience with Kiehl's.
We've investigated order KIE3276039 and it appears the parcel has unfortunately been lost in transit or misdelivered. We understand how frustrating and disappointing this must be, and we sincerely apologise for the inconvenience this has caused.
Our Consumer Care team reached out to you via email on December 21, 2024, to discuss processing a refund. They are awaiting your response to proceed. Please reply to their email as soon as possible so they can assist you further.
We value your business and sincerely hope to have the opportunity to restore your confidence in Kiehl's products and services. We apologise again for the disappointment and frustration this has caused.
Kind Regards,
Team Kiehl's
Ordered lots of Kiehl’s throughout the…
Ordered lots of Kiehl’s throughout the years. Noticed money had been taken from my bank for a subscription I cancelled in August, tried numerous times to contact them but no luck.
Awful customer service.
30 November 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback regarding your recent order. We sincerely apologise for the negative experience you encountered.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We are committed to your satisfaction and to regaining your trust in Kiehl's. We look forward to hearing from you soon.
Sincerely,
The Kiehl's Team
Is there anybody there?
Horrendous customer service! I returned an advent calendar (costing over £100) on 23 Nov. I had emailed customer services a few days before explaining I didn’t have a printer and asking could I hand write the return note. Nobody replied so I phoned on 23 November to ask the same question. The lady was lovely and said no problem, lots of people do it so I returned the parcel the same day. I then received an email response to my email a few days later telling me it was mandatory to print the label or the return might not register correctly and suggesting I ask a friend to do it for me! If it is mandatory then Kiehls should enclose the label in the box! I have emailed and phoned (numerous times) since receiving this last email and nobody has replied to my email and I can never get through (phone just rings then cuts off after telling me you are busy). I can see from the tracking it arrived back with them on 27 Nov, yet I’ve not had any acknowledgement or refund. This customer service is simply so appalling - slow responses, conflicting information and nobody to talk to in customer services!
21 November 2024
Unprompted review
Reply from Kiehl's
Dear Clare,
Thank you for your patience and for bringing this to our attention. We sincerely apologise for the delay and any frustration you experienced with your recent return. We understand that this isn't ideal, and we appreciate you taking the time to contact us.
The high volume of orders during the Black Friday sales period created a backlog in processing returns and refunds. We're working hard to improve our processes to prevent this from happening again.
We're happy to confirm that your refund was processed on December 9th, 2024, and the funds should now reflect in your account.
We truly value you as a Kiehl's customer and appreciate your understanding. Our sincere apologies again for the inconvenience caused to you.
Warmly,
The Kiehl's Team
It's a scam
It's a scam. Usually their ultra facial cream refill costs £52. On black Friday they made it 69 so they sale it "with a discount" for 51.75.
Have some dignity and self respect. People are not idiots. Yes, I bought it. Because I like the quality. But I guess it was my last time. Because I don't like the aftertaste of this treatment.
2 December 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for leaving a review of your recent order - we were sincerely sorry to hear about your experience.
We have sent you a request for some further information - please reply to this email at your earliest convenience. We are dedicated to ensuring your satisfaction and regaining your trust in our brand.
Many thanks,
Team Kiehl's
How can they run Black Friday promotion…
How can they run Black Friday promotion then run out of the free gift for the promotion? judging by the comments below unlikely you’ll receive it down the line if you order. Not worth chasing them. Not worth ordering for false advertisement and false promises. Spent 15 minutes on this phone waiting to speak to customer service- no reply so I hung up
29 November 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for leaving a review of your recent order - we were sincerely sorry to hear about your experience.
We have sent you a request for some further information - please reply to this email at your earliest convenience. We are dedicated to ensuring your satisfaction and regaining your trust in our brand.
Many thanks,
Team Kiehl's
kiehl's in the netherlands never picks…
kiehl's in the netherlands never picks up the phone
30 November 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you for taking the time to share your feedback about your recent experience with Kiehl's. We appreciate you reaching out.
Since this platform primarily assists our customers in the UK, for the quickest and most effective support, we recommend contacting our team in the Netherlands directly.
They are best equipped to handle your specific inquiry. You can reach them:
Online: https://www.kiehls.nl/contact-us/contact.html
Phone: (Order Enquiries): +31 23 8080 114 9:00 — 21:00 (Mon-Sat)
Thank you again for contacting us. We trust that the team will be able to provide you with the assistance you need.
Sincerely,
The Kiehl's Team (U.K.)
The worst customer service I have…
The worst customer service I have receive so far.
The item (order number: KIE3247368) was returned using their provided Royal Mail return label with tracking information on 10th October 2024. Since then I have tried to contact customer service by leaving online message and using Facebook business conversation. No reply , of course no refund.
I didn’t expect Kiehl’s customer service can be that bad comparing to their premium products/counters in the department store.
Will never buy Kiehl’s again!
10 October 2024
Unprompted review
Reply from Kiehl's
Dear Chloe,
Thank you for leaving a review of your recent order.
We understand your frustration with the return process, and sincerely apologise for the inconvenience you've experienced. We appreciate you taking the time to share your feedback.
We have reviewed your case and it appears our Consumer Care team was awaiting your return receipt to process your request. We understand this can be frustrating, and we'd like to assure you we're here to help resolve this as quickly as possible.
If you've already provided the receipt and are still experiencing issues, or if you need assistance with anything else related to your return, please don't hesitate to contact our dedicated Consumer Care team directly on 0800 587 0830 (Monday to Saturday 8:00 - 20:00 and Sunday 8:00 - 15:00). They are best equipped to provide you with personalised support and expedite the resolution of this matter.
We value you as a Kiehl’s customer and appreciate your patience and understanding.
Warmly,
The Kiehl's Team
Items never received
Items never received. Customer services hard to deal with, and waiting 3 weeks for resolution.
The purchased product was on a deal which has now expired. Their customer service offered a 10% discount as good will - the offer I lost out on was 50%!!! So really poor to only offer 10% instead of honouring the original offer.
Avoid.
15 November 2024
Unprompted review
Reply from Kiehl's
Good evening,
Thank you for taking the time to share your feedback with us. We truly appreciate you bringing this matter to our attention.
We understand your frustration regarding the unexpected delay in your recent order. We experienced an unforeseen technical issue with our courier service which unfortunately impacted several orders, including yours. We deeply regret that this issue wasn't brought to our attention sooner and that you experienced this inconvenience. We want to assure you that our team has been working diligently to resolve this technical glitch and we're happy to report that we are back on track and operating as usual.
We can confirm that your order has now been fully refunded. You should see the credit now reflected in your account.
We sincerely apologise again for any inconvenience and disappointment caused. We value your business and hope that you'll give us another opportunity to demonstrate our commitment to providing excellent products and services in the future. As a token of our apology, we would be happy to offer you a 10% discount on your next purchase. Our dedicated care team will be sending you a separate email shortly with the discount details.
Thank you again for your understanding. We wish you a very pleasant weekend.
Warmly,
Team Kiehl's
Beware when buying from them
Absolute circus of a firm! Beware when buying from them.
I am writing this in order to share a deeply disappointing and downright shocking experience that I have had with Kiehl’s.
I placed the order via the web site on the 30th September.
As the product had not arrived on the 06th October I sent a chaser to which I was told to wait 14 days.
The product was still missing on the 09th October so I chased yet again and was lied to that the product was in ‘transit’ while the screen shot still indicated ‘pending’.
As nothing was changing, I then contacted them yet again on the 12th October for an update. As a result I was told on the 15th October that my refund request is being processed!!!
I never requested a refund so not sure why the latest email.
I am absolutely shocked following my experience.
To add salt to injury I continue to receive emails asking to review the product samples and separate email to rate my experience.
Absolutely, totally and utterly shocking.
As a result:
1. They sat on my money since 30 September with NO DELIVERY
2. I lost my birthday voucher that had simply expired
3. I have had to deal with an abysmal, slow and totally disconnected from reality customer services, not to mention erroneous responses along the way
4. I had been deprived of my money while the payment was appearing on my credit card statement and had not received anything from them! Not even apology!
5. The promotion that I wanted to take advantage of finished
The resolution offered was to simply go and get my samples from a store with no purchase.
ORDER NUMBER KIE3248903!!! It IS a genuine review!!!
EMAIL AFTER MY FINAL CALL. This is when they bothered to actually respond.
Thank you for contacting Kiehl's and for your interest in our brand.
You called us regrading you case nº10547637.
I am sincerely sorry for the inconvenience caused to you. Be ensure we are working hard to improve the quality of our services and products as well.
After checking I can confirm that all the processes were made correctly and there is nothing more to be done.
Once again, please accept our apologies and thank you for your understating.
If you require further assistance from us please feel free to call us on 08005870830. We are open Monday to Saturday 8:00 - 20:00 and Sunday 8:00 - 15:00
Kind regards,
*******
Your Kiehl's advisor
11 October 2024
Unprompted review
Reply from Kiehl's
Good afternoon,
Thank you for taking the time to share your feedback with us. We truly appreciate you bringing this matter to our attention and want to sincerely apologize for the delay you experienced with your order (KIE3248903).
In September, we encountered an unforeseen technical issue with our courier service, which unfortunately resulted in unexpected shipping delays for some of our customers, including you. We deeply regret that this issue wasn't brought to our attention sooner, and we understand the frustration this must have caused.
Our team has been working diligently to resolve this issue and we're happy to report that we're back on track and operating as usual. We want you to know that we value your business and are committed to providing you with the best possible experience.
As a token of our sincere apologies, we'll be sending you a separate email within the next 3-5 business days containing a 20% discount code to use on your next Kiehl's purchase. We hope this small gesture will help to restore your confidence in our products and services.
We look forward to serving you better in the future.
Warmly,
The Kiehl's Team
The best customer service
Customer service is chef’s kiss. Literally the best company ever! I will forever buy from you ❤️
31 October 2024
Unprompted review
Reply from Kiehl's
Good morning,
Thank you so much for your outstanding 5-star rating of Kiehl's! We truly appreciate your support.
At Kiehl's, we really strive to provide our customers with the best possible experience, ensuring they receive top-notch products that meet their expectations. Your kind words and positive feedback are a great motivation for our team to continue delivering exceptional service & skincare.
Should you require any further assistance or have any questions, please feel free to reach out at any time. We would be more than happy to assist you.
Thank you once again for choosing Kiehl's.
Warmest wishes,
Team Kiehl's
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