ComplaintsforKiehls Canada

• Initial Complaint

  15/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order Nov 5th with Kiels, still has not been shipped out 10 days later. I would like to cancel this order, I've talked to 3 different people in customer service and they tell me they cannot cancel the order and that I will need to wait until it gets delivered and then send it back for a refund. I asked for a timeline on when it would be delivered and they advised they are unable to give a timeline. They have taken my money and have not sent a product and cannot advise on when it will be sent. I just want this order cancelled and refunded as it has taken too long. Please help me in getting this order cancelled and refunded.

  Customer response

  14/11/2023

   

  I have confirmed with the company, the address is below

  **** *** ******************** ************** *** *** ***

  Business response

  23/11/2023

  Thank you for flagging the issue. After an in depth investigation of this case, the results are as follow:

  The order ************ ********* ****************** shows delivered on November 15 as per ****** **** website. 

  Our Consumer Care Center has provided return information to Madame *********, and once the products are returned and received by our returns department we will be able to offer a refund to the original method of payment used to complete the purchase. Normally, returns are handled in 5-7 business days from when the return is received. 

  We will send another communication to Madame ********* to make sure everything is explained in a clear manner.

  Regards,

  ****

• Initial Complaint

  29/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  As a returning customer, Kiehl’s customer experience serves is one of the worst in my experience. We were making a purchase in June, 2023 and received a defective retinol skin -renewing daily micro-dose serum, the pump and actuator were not functioning and we cannot verify it’s empty or used. We contacted online chat agent to request a replacement, and followed her instructions to squeeze 30+ times as testing but unsuccessfully for any serum extracted from the bottle at all. Then we gave her all the information she needed and upload the video though their website as proof. She was not able to do replacement at the first time until we ship back the product for further investigation and ask us to wait for the reply. After we ship back the package and confirmed the package arrived their warehouse, but there is no reply until we send them email. However, they replied us the product parts are functional, some serum stuck in the straw and there no replacement or refund. We feel embarrassed by Kiehl’s customer service reply and quality control, who didn’t verify the product sending to us was band new, defective, previously returned or miss placed, but pre-justified or assumed customer tried to take advantage from Kiehl’s. Then, please explain the situation where the micro-dose can not squeeze out a drop when it was delivered to my home. One week after this incident, and unfortunately, we did not hear the company reply to our complaints or may be they simply ignore customer feedback as well.

• Initial Complaint

  20/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: June 20, 2023 Paid $87+tax to ********* Kiehl’s agreed to ship new serum to my home address. Once we opened the received package and found out the the serum dispenser is defective, pump with actuator is not functioning and unable to use (with the video clip). We did online chat with Kiehl’s service agent, send her the proof of video and ask for replacement which is not even a refund request. Agent needed us to return the product first for examination without any replacement and refund. We checked the return package was being shipped to their designated address on July 13, 2023. And we been waiting for a week without any response from Kiehl’s, nether phone or email. We managed to email them for follow up information, and they finally get us unfriendly email says the product was previously opened and formula in strew as reason, no refund or exchange. This ridiculously explain the issue and unresponsive to our trust. Whether we never use the product and can not identify the product was used or new. Once we received the defective product, we followed online agents instructions and packaged the product with care for send back. We’re not taking any advantage from Kiehl’s but want a fair replacement or refund within their warranty period.

• Initial Complaint

  30/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a 1L shampoo pouch from Kiehls online website on November 16, 2021. On the website and my email order receipt it stated that I would be receiving a free refill-a-bottle with the purchase of a 1L shampoo pouch. I did not receive the refill-a-bottle. This is a great package deal because you can use the refill-a-bottle (smaller, empty aluminum bottle with a pump) to continuously refill it with their shampoo pouches. It is also environmentally friendly as it reduces plastic waste consumption. I made the purchase specifically so I could get the refill-a-bottle. Prior to purchasing I asked their live chat agent if I would be receiving the refill-a-bottle and they said I would receive it with the order of the shampoo pouch. The reason that I confirmed is because they have never provided the refill-a-bottle with any of the pouches I have purchased online in the past (refused to after the fact for 4 pouches - I can provide email order proof). *I managed to get one bottle in-store online with the purchase of the Conditioner pouch. She created a ticket for me to request the refill-a-bottle and the response I got back was that I needed to buy two pouches - which is not true and it is not stated anywhere and I have purchased more than 2. They ignored my response email. Since then I have emailed twice requesting the refill-a-bottle with no response. When I tried posting a review on their website about my experience in not receiving the refill-a-bottle, they refused to post it and said it was "inaccurate." ** **** ******** ** ***** ******** ******* ***** ********** ** *** *********** ** *** *** * ******* *** ***** *** **** **** ********** *** *********   * **** *** *** ********** ** *** ** ** ****** *** *** ***** **** ** ********* *** ** ********** ***** **** ******* ******* 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩