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Business Profile

Skin Care

Kiehl's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

This profile includes complaints for Kiehl's's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kiehl's has 3 locations, listed below.

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    • Kiehl's

      435 Hudson St Fl 5 New York, NY 10014-3944

    • Kiehl's

      109 3rd Avenue New York, NY 10003

    • Kiehl's

      PO Box 2007 Westfield, NJ 07091-2007

    Customer Complaints Summary

    • 98 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/12/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      am writing to formally escalate my complaint regarding a refund of $129.90 that has not been credited back to my Kiehls Gift Card, despite multiple follow-ups.Order Details: Date of Purchase: February 17, 2025 (order number KLS_26415054) Product: CREME DE CORPS 500ML (Quantity: 2) Total Cost: $129.90 Payment Method: Kiehls Gift Card (Starting Balance: $150, Remaining Balance: $20.10 after purchase) Order Cancellation: Requested and confirmed within 10 minutes of placing the order Refund Promised: **************** assured the refund would be processed in a few days Despite these assurances, my gift card balance has not been updated to reflect the refund. I contacted customer service again two weeks ago and was told the issue would be looked into (case reference ********) , yet I have still not received the refund as of today, March 10, 2025.Request for Immediate Resolution:I request an immediate refund of $129.90 to my Kiehls Gift Card. Additionally, I expect written confirmation of the refund within three business days

      Business Response

      Date: 03/17/2025

      Please be advise the consumer's Gift Card balance has been restored. We are sorry for any inconvenience.

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned purchased items to the Kiehls store which was then shipped and received at their warehouse on December 6, 2024. They stated that it takes them a month since receiving the items at their warehouse to start processing a refund. A month later they stated that they will cut me a check instead of refunding to the original payment method and that will also take another month. It is now February 3, 2025 and I have still not received my money back while the company has received their product back

      Customer Answer

      Date: 02/28/2025

      Better Business Bureau:

      At this time, I have not been contacted by Kiehl's regarding complaint ID ********.

      Sincerely,

      *** *****

    • Initial Complaint

      Date:12/01/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on Nov.22. I received an email saying my package was delivered. There was no package at my door or anywhere around my door. My order was close to $300 value (worth more but I got it while they had the 25% off). You would think they would require a signature but no. I called customer service and explained that I did not receive my package to which the lady said it was delivered. She offered no resolution except to tell me to take it up with the police. I couldnt believe it! After telling the customer service representative that my package was not delivered for the 10th time I asked for a supervisor. To which she said a supervisor can call you back but will say the exact same thing. So what happens with my money??? And based on what I have read from other customers it aligns with my issues as well. Kiehls takes people money and does not replace or refund. Had I not been in this situation myself I would have never come across all the other issues from other customers and I no longer wish to support a company like this and demand a refund. Kiehls has charged my credit card and I have nothing to show for it.

      Customer Answer

      Date: 12/26/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Kiehl's has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:10/28/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed my order online #************ on October 15 ******* the time, there was a promotion of 20% off + 6 piece gift on $150+ ************ purchase was for $206.75 I received the items I ordered but didn't receive the 6 piece gift.I read the fine print before placing the order & the items I purchased qualified for it.I attempted numerous times to speak to customer service, but everytime I get hunged up on.I have emailed Kiehl's but no one has responded.

      Customer Answer

      Date: 11/22/2024

      Better Business Bureau:

      At this time, I have not been contacted by Kiehl's regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      4-27-24 returned items at Store and store mailed back - Reason why the package was returned- caused periodontal dermatitis and didnt go away until i stopped using the products Returns were submitted and sent back for 3 orders (details below)************ / (Quantity 2) Calendula ************** Duo H-23 ***********3 / (Quantity 1) Calendula petal mask 100ml *********** 1) Cannabis herbal concentrate 30ml KLS_21122364 / (Quantity 2) MRC 100ml *********** 2) Vital SS Super Serum 100ml *********** 2) Calendula Water Cream 100ml 5-2-24- returned package received by Kiehls, Tracking number: ****************** (was received Thursday May 2 at 1:15pm at Dock - received by *******)Ive called and continued to reach out for months to receive my refund. Ive attached some of our correspondence. They continue to ask for the same details Ive provided them now many times.

      Customer Answer

      Date: 11/22/2024

      At this time, I have been contacted directly by Kiehl's regarding complaint ID ********, however my complaint has NOT been resolved because:

      Theyve said my check is being mailed to me within 3-4 weeks, but i havent received it yet.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:09/24/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I submitted an order on September 16th, and was notified that day that my order had processed and was shipped. Kiehls has failed to provide any valid tracking information and they have only responded to my inquiries about this problem once, and have not made any effort to resolve the issue.

      Customer Answer

      Date: 10/05/2024

      Better Business Bureau:

      Kiehls customer service department contacted me on their own and resolved the issue. No further action must be taken.

      Sincerely,

      ***** ****



       

    • Initial Complaint

      Date:08/05/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im writing to express my deep concern regarding the status of my refund for the item I returned over a 2 months ago. Despite your receipt of the return, I have yet to receive any refund. Additionally, I called Khiels and the *** escalated the matter. I gave every single order number and tracking number to verify this. I was supposed to receive a call back after 5 business days. Now it has been over 30 days.This delay is unacceptable. I expect this matter to be resolved immediately, and the refund to be issued without further delay. It has been two months since you received the packages, and I recieved emails confirming receipt by Kiehl's. I trust you will handle this matter with the urgency it deserves.I emailed several times and have not received a response. If I return the items and it has been confirmed via emails, but kiehl's didn't return the money, then this is fraud by Kiehl's!I demand a response and resolution immediately!

    • Initial Complaint

      Date:08/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      hello my items in order ************ came damaged and i was told a refund was processed. I will provide a screenshot of an agent confirming a refund was issued. I have not received anything. Can you please process the promised refund.

    • Initial Complaint

      Date:08/02/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have returned 13 orders to Kiehls in the beginning of June, which amount to roughly $10,000. 10 of the orders have been delivered and received by Kiehls by June 18th. 3 of them were returned in store and I emailed Kiehls customer service pictures of the invoices and return documents with the store stamp on them. Kiehls has yet to refund me for these items and scarcely responds to my emails. If they do respond, they keep saying they are investigating but they have clearly not only had the items delivered, but also received the items, as per their website.

      Business Response

      Date: 10/08/2024

      Hello BBB,

      Thank you for contacting Kiehls Since 1851.

      We sincerely apologize for the delay in our response. Please be advised, complaint #******** has been resolved. A refund check was issued for the returned product.

      We appreciate the opportunity to to respond.

      Sending greetings and best wishes from everyone at Kiehls.

      Best Regards,

      *********
      Consumer Care Center

      Customer Answer

      Date: 10/09/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I emailed Kiehls multiple times asking for a breakdown of what this refund check is for because based off my records, I am still owed over $1,000. They sent a lump sum check with no information and did not provide any sort of breakdown as to how they came up with this number or as to which returns this refund was for. So I am still short over $1,000 and they refuse to respond now.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 11/04/2024

      Hello,

      *** ******** had initiated an excessive amount of returns totaling more than $5,000 and including more than 300 units, including some of which were purchased over a year ago. Due to the historical dates of some of the orders, we could not refund to their original form of payment and needed to refund via a physical refund check. Some of the recent orders were able to be refunded to their original form of payment. Since most of the orders included a large quantity of items, each order had to be manually reviewed and totaled based on what was returned and when. Despite the time and effort of our team to complete this and the high value of returns, we were willing to work with the customer and provide the appropriate refunded amounts in the spirit of goodwill.




      Customer Answer

      Date: 11/06/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      I returned units that were eligible to be returned through your website. Your website allowed me to return these items regardless of when they were purchased. They were all in original condition. If there was an issue with the timing of the returns, then you need to address the functionality of your website for allowing returns that long ago.

      Regarding the amount of money refunded, I have added up the amount of money received via check and to original payment methods, and it does not add up to the amount of money I calculated all the returns to equal based off what your website told me would be refunded.

      I have asked multiple times for a breakdown of what has been refunded so that I can compare the cost of the products that were returned and see what was refunded properly. Your company has failed to provide that on numerous occasions, including this occasion! There were in store returns and returns via shipment back to your warehouse. You cannot simply issue me a refund of a blind amount of money and tell me you refunded. There needs to be documentation supporting what was refunded.

      There is no limitation on how much money or products can be refunded when returning items to your company via the website or in store. 

      Again, as stated before, I would like a breakdown of what orders you refunded me for that was included in the check so that I can compare it to my documents and see what orders were not properly refunded. 

      I would hope that you can put yourself in my shoes and think about how it feels that I know that over $1,000 has not been refunded despite your company keeping possession of the products I returned. It is as if $1,000 was stolen from me. It may be a misunderstanding or miscalculation, which is fine as well, but documentation on your end of what was refunded for each order number would help settle this. 

      Until then, I am owed over $1,000. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

    • Initial Complaint

      Date:07/08/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 13th I purchased on keel's website two products to be picked up and the store closest to me. On June 22nd I went into the store to return the product unused unopened. I still need to be given a receipt. I paid $74.73 I've called a few times, and they kept reassuring me they would refund my PayPal account and that it would take time. On June 27th, I talked to the *******************, ** store manager. She contacted the necessary resources, and they said I should have a refund by Monday, July 1 at the latest. I still have not received a refund.

      Customer Answer

      Date: 08/02/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Kiehl's has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    Kiehl's is NOT a BBB Accredited Business.

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