Complaints

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

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• 

  Kiehl's

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

• 

  Kiehl's

  PO Box 2007 Westfield, NJ 07091-2007

• 

  Kiehl's

  109 3rd Avenue New York, NY 10003

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.

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Transaction December 23, 2022. I paid $50 for an online gift card, supposed to be sent by email. I got a confirmation email that the order was being processed, I made myself the recipient email address, even though the gift was being sent to someone else. Because I didnt want the real recipient to receive the gift card early.The gift card never arrived. So I spent $50, got a confirmation email that my order was being processed, and then later got an email asking me to rate my customer experience about the purchase, but never got the gift card. When I tried to reach customer service by chat, the link didnt work. When I tried to reach customer service by their phone number, their automated recording says their call center is closed down due to Covid. As of today, January 2,2023, I got no gift card and have no way to retrieve it or talk to customer service.

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received an electronic gift card from Kiehl's as a christmas gift last December 25, 2020. I did not open it at that time because i do not need to make any purchase and that there is no expiry date indicated on the email. My friend just reminded me this xmas about the gift, so i opened it last week. When i opened the link, it tells me to contact the business because it was expired. I tried several times to call consumer hotline of kiel's and they told me that there is no way they can retrieve the gift card because it was old. My issue here is that they should included on the email that there is an expiry date for the link. Should i have known that there was an expiry date, i will claim it right away. I called multiple times to consumer hotline and spoke to ********, ***** and *****. I even asked my call to be transferred to supervisor or manager but they told me that managers do not take calls. I am frustrated with how they handled my case. My order number is ************. I am reporting this issue because i just want to get the gift i was given.Hope you can help me on this matter.Thank you.******************

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  - Order is placed on: 12/10/2022 - Amount of money: $63.50 - Order number is: ************ - Tracking number is: *************, from shipping company "deliver-it"- I purchased this product on 12/10/2022. It's been two weeks, I still haven't received the product. The delivery company attempted to deliver on the 14th and the 15th, but they said they were blocked by gate code. I didn't know what is the gate code to that building, so I left instructions on their website to change delivery address to a place that is ******************. They never followed the instructions, nor they called me or anything when they made the delivery. I tried to talk to delivery company, but phone number on their website just directs me to the website again. I never got the chance to talk to a real person to their side. So I talked to a rep from Kiehl's, he said after two delivery attempt, the delivery company will send back the item to Kiehl's warehouse. So I waited another 5 weekdays to see if there is any change and I would get a refund, but the answer is no. I called them again today, but they kept asking me to contact the delivery company. They were saying that they can do nothing from their side and they don't want to help me retrieve the package or issue a refund.Right now, I don't know where the package is and who has it. I'm totally lost but kiehl's doesn't do anything to help its customers resolve this issue.- Business has not tried to resolve the problem. I called at least 3 times, the reps just keep telling me to wait and contact delivery company. They have not made any efforts.- My request is that I get full refund back from Kiehl's. It is their responsibility to track where the item is since I've tried all the methods I can to get in contact with the delivery company. For me, I need my refund issued to me. I don't want to deal with these whole thing anymore.

  Customer Answer

  Date: 12/28/2022

  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:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 November 26, 2022, I placed an online order with Kiehl's for 4 products and an order value of $151.84. On Kiehl's website, they advertised that if you spent $125, you'd get a free gift of 5 additional products valued at $65. Kiehl's is now saying that the gift was first come first serve, and is no longer available. When I was shopping online and adding things to my cart, for each item I added to my cart Kiehl's would notify we that "You are $X away from 5-PIECE SKINCARE GIFT!" This prompting was a clear offer encouraging me to spend more money. It was not caveated in any way, nor were there terms associated with this offer. Because of this prompting, Kiehl's induced me to purchased 2 additional products to reach the $125 threshold. When I finalized my cart and went to check out, two "bonus products" appeared in my cart - a Holiday Skincare Gift of 5 sample products and a red holiday bag. In my order confirmation, these additional products show as part of my order. Kiehl's thereafter failed to deliver the two bonus products to me. I attempted to resolve my issue by emailing customer service. They responded that the the bonus products were first come first serve and I should call customer service. I called customer service to complain that this is a bait and switch and false advertising. **************** explained that ********************** would only take action if enough customers complained. Kiehl's provided real-time website prompts to encourage me to spend at least $125 to obtain the free products. Their website also provides real-time inventory information on products, denoting things like "In Stock" or "Only 1 item in stock" for products. It's reasonable to believe and expect that Kiehl's inventory system extends to the bonus products. Kiehl's therefore knew at the time of my order that it would be unable to fulfill the free gifts, yet still encouraged me to spend additional money. These acts are deceptive advertising under FTC and state rules.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kiehl's regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:12/07/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Placed order 11/24/2022 of approx $300, never received order the shipping carrier used by Kiehls lost the package which is stated on the website and Kiehls acknowledged this I have contacted customer service 4 times and each time I am told they will do a replacement order and send me confirmation I have not received anything. This is ridiculous as Kiehls has already been paid my money but I do not have my products and they know this there was NEVER any delivery confirmation Kiehls has not resolved my account but continues to send me emails to buy again!!! I am out of my money no product no contact unless I contact them and I am now pursuing legal action to get (a) the items I paid for or the return of my money.As a new customer who has spent over. $1,000.00 in the past 60 days this is the worse customer service experience I have ever had and boy I thought I had some bad ones before So my advice is DO NOT but from this company unless you go to the actual store and get your items right then and there because after you pay them they no longer care if you get The items or service you paid for My order # is KLS ********

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 attempted to buy products on-line on 11/28/22 using a gift card and credit card. I spent around 40 minutes being constantly informed that 1 or both numbers entered for the payment were not going through. I called the Kiehl's flagship store, who were unable to sell me the products over the phone. I was advised by store staff to try the live chat on-line, which I did. The person during the live chat offered no resolution, and after his final suggestion to try making my purchase again in ***** hrs I ended the chat! I went back online to try again, as I didn't want to miss the Cyber Monday deals. For reasons unbeknownst to me I was able to place my order (Number: ************) but as on in-store pick-up only, and not shipped. However, the **** Kit that I originally added to my basket disappeared, and I also has no samples. I called the store and spoke with manager *****, who explained the order is not ready, and so I will have to go by the store 11/30 to collect the items. Additionally, there were 4 charges on my credit card, which are still there as of 12/5/22. When I arrived at the store, my order was not there, staff had to sell me products separately after a half hour wait. I am extremely frustrated about this shopping experience, which should have been an enjoyable experience. The amount of my time I have had to unnecessarily put into attempting to resolve this has been exhausting. I have called customer service 7 times and the last couple of times was assured a manger would call me as my case has been escalated twice. Nobody has called. I just got off the phone again with customer service, the rep liaised with a supervisor ********************* who refused to speak with me because it is Kiehls policy to not speak to their customers. I find that extremely hard to believe. I would like to be reached at ************ to discuss the above issue, and hopefully have resolution to restore my faith in shopping with Kiehl's after being a loyal patron for decades.

  Customer Answer

  Date: 01/01/2023

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

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This company made one intensive deal to make customers buy more stuff in order to get the free gift. For this time, we should get 6 pieces free products as a kit if we purchase something more than 125$. And when I checked out in the cart, the free gift was there as well as in the order details. But when I received the package, they just send me the items I paid for but the free gifts and even no notifications for canceling the gift. I regard this as a kinda scam for interesting people to pay more in order to get the free gift kit but they refused to compensate for the same value items even though I saw they have some same things in their store.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  placed an order on 26/11/2022 with order numbe* ************ total spending $103.46, the order status became cancelled, so on 27/11/2022 i placed another order ************ with same items and total spending still $103.46 but got cancelled again. Then I confirmed through online chat the 1st got shipped and the 2nd order was truly cancelled. But turned out the 2nd order also shipped and i got charged twice. Kielh's is trying to cheat its customers so they can sell you more and charge you more money. I online chat them again and the agent told me if i need to return the 2nd order i have to pay for the mail by myself. How ridiculous! so i'm asking a refund of my 2nd order ************ for $103.46 and if they want the ruturns they should send someone to pick up the items.

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Kiehl's regarding complaint ID ********.
  
  Sincerely,
  
  ****** **
  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 or about August 1, I made a rather large purchase at the Kiehl's store at *************** in ***********, **. I did use my rewards account. Shortly after the purchase, I left the country for a few months and recently got back. There were two items that were stale and smelled bad. They were both unusable. Obviously as I was overseas, I could not return them. I did contact customer service in October and spoke to two representatives without success. I explained to the first representative that I did not have the receipt but I used my rewards so she could find my purchase that way. She said it was not a problem and continued to send the email to assist me, which the email stated I needed a receipt. She completely ignored me and this is apparently intentional just to get me off the line. I then contacted customer service again and the representative stated she would speak with a manager to help me and call me back which never happened. This is unfair, inconvenient, and unprofessional. Your products are rather expensive so I don't think it's fair I could not effect a simple return for two items which were defective. I never had a problem with your products before. I hope someone will please assist me with this. I have spent a lot of time trying to fix this issue and just as a company cares about profit and charges for its time, my time is equally valuable as your customer. I appreciate your hard work but I feel very disrespected.

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Kiehl's regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:11/03/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Kiehls Order number:Order #: ************ Order Date: 10/05/22 *** Tracking number:****************** Ordered skincare products on October 5th, 2022 in the total amount of $221.01 (plus tax) The order shipped and was expected to be delivered to my apartment on October 8th (a Saturday) by ***. In my apartment building, we have an Amazon Hub locker box where delivery drivers can place packages inside the box and tenants are emailed a code in order to open the box to get the package.I could not find any email regarding my delivered package so I went to the Hub downstairs to locate the package. I doubled checked the hub locker room, and my front door and I also informed the building manager of my missing package. She and I walked around the building looking in the mailroom area, the hub locker room, my front door, and even the front office of the apartment building. Lastly, I asked her to check the locker inventory (our building manager has the ability to see if my package is inside the locker by looking up my apartment number) and it was not there.So I filed a complaint with *** explained the situation and provided the tracking number of the package. They initiated an investigation and asked me additional questions such as Did you check other locations besides the Hub locker room, are you sure you didnt overlook the package, etc. I told them, yes I and my apartment manager checked all possible locations where a driver would leave a package in case we could not locate it. They closed the investigation stating that the driver delivered the package and that there was nothing they could do since their obligation was fulfilled. There is more to this story however I am only allowed **** characters such as what happened when I called customer service of ********************** and what they told me.