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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

Find a Location

Kiehl's has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    • 102 total complaints in the last 3 years.
    • 27 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2025

      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.
      This is regarding difficulty obtaining refund after returning items ordered online to the local store. I returned the items on June 7, 2025 to the local Kiehls store. They said the refund would not occur until after they send the items back to Kiehl's online. On June 13, 2025 staff from Kiehls online signed to accept the returned items delivered by ***. On June 20, 2025 I called Kiehls online as I did not receive a credit for the return. **************** staff said the item was still at the local store. I provided *** tracking number and stated Kiehls staff signed for receipt of return on June 13, 2025. **************** staff then said they have the return and I need to wait until the end of the month for my credit. I asked to file a complaint and was not allowed to do so. I find the delays in receiving my credit unreasonable. Im seeking assistance to expedite the credit. Thanks.

      Customer Answer

      Date: 07/17/2025

      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:05/16/2025

      Type:Sales and Advertising 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.
      On 5/2/25, I purchased $191.29 of shampoo, conditioner and serum from **************************. I received a notice that the order had shipped a few days later but the notification provided no tracking number from ***. When I checked with Kiehl's on 5/10/25, I was told that the order had been delivered and was finally given the tracking number. I did not receive the order, and after checking carefully in my mailroom and with neighbors, concluded that it had either not been delivered, or had been stolen. I contacted Kiehl's to let them know. They said, "As *** states your order was delivered, and we do not require a signature upon delivery, our company policy states that we have to initiate an investigation with *** to try and recover your package. This investigation can take up to 8-10 business days. Please reply to this email with your shipping address and let us know if you would like a refund or replacement of the order. We will be happy to help!" I sent my shipping address and requested a replacement. On 5/15, I contacted them because I had gotten no information about a new shipment. At that point, I was told that they would not ship a replacement or issue a refund because *** had closed the claim because they hadn't been able to get in touch with me. I contacted ***, who told me that the shipper could reopen the claim. I went back to Kiehl's, who said that I needed to open a new claim, and that only after that could I get a refund or the products I had originally purchased. I tried to open a new claim, and was unable to because the prior claim is "closed." *** said the shipper would have more information. Kiehl's has still refused to refund almost $200 or compensate me in equivalent products, and I do not know if or when I will get my money back or ever receive what I ordered. Kiehl's has persistently stonewalled me, given me incorrect information (about ***) and also has failed to try to remediate a problem that could cost them a small fraction of their global profits.

    • Initial Complaint

      Date:04/25/2025

      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.
      I am writing to formally file a complaint regarding an unauthorized charge to my credit card in the amount of $143.94 from Kiehls.I never made a purchase from Kiehls for this amount, nor did I receive any order confirmation, shipping notification, or product. This clearly indicates that my credit card information was fraudulently used without my knowledge or consent.Upon noticing the charge, I immediately contacted Kiehls customer service. However, I was told they were unable to locate any order associated with my name or card, and therefore could not explain how or why I was charged. This response was highly concerning, as it showed a lack of accountability and no offer of assistance in resolving the ******** a result, I was forced to cancel my credit card and go through the inconvenient and time-consuming process of securing a replacement card. This situation has caused significant distress and inconvenience to me as a consumer.I am deeply upset that my card was stolen, and even more so by the lack of support or resolution offered by Kiehls. I am seeking a full refund of the $143.94 that was wrongfully charged to me and would like Kiehls to take this matter seriously and investigate how this transaction occurred under their name without a corresponding order or customer record.I appreciate your attention to this matter and hope for a prompt resolution.

      Business Response

      Date: 05/09/2025

      Called the customer and spoke directly to them. Apologized for their experience. We are issuing the customer a refund in the form a check directly from our bank. The customer canceled the credit card that was used to place the order. We were able to confirm that the name and address used on the order was not the consumer. They have no prior appeasement history with Kiehls. 

      Customer Answer

      Date: 05/12/2025

      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:04/21/2025

      Type:Service or Repair 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'm writing to report a serious sanitation issue at the ***** location on ********************************** (Manhattan store). The store is in an unacceptable conditionthere are files and maggots present throughout the premises. Initially, it wasnt clear where they were coming from, but it seems the source is deeper within the store.I spoke with one of the employees, who informed me that the manager is currently unavailable. This situation is extremely unhygienic and disturbing. If immediate action is not taken to address this issue, I will not be returning as a customer.Thank you for your prompt attention to this matter.

      Customer Answer

      Date: 05/16/2025

      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: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,

      ***** ****



       

    Kiehl's is NOT a BBB Accredited Business.

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