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

  109 3rd Avenue New York, NY 10003

• 

  Kiehl's

  PO Box 2007 Westfield, NJ 07091-2007

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:08/05/2024

  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.

  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:

  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.

  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:

  AnsweredMore 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 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:

  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.

  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,
  
  *********************

• Initial Complaint

  Date:06/25/2024

  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.

  I purchased 1 CALENDULA WATER CREAM 100ML lotion from Kiehls through their website for $60.60 + Tax ($65.83) on June 1, 2024. It shipped with 3 free samples of Kiehls products per the packing slip.I received in the mail a box that only contained the packing slip, some packing material and 1 free sample. Order number: ************ I reported this through Kiehls website on June 8. On June 9 I received an email asking for more information (e.g. name, order number, shipping address, phone number). I remitted this information via email June 9.June 14 I replied to the same email as there was no response and I asked for an update. June 23 I replied to the same email as there was still no response and asked for an update. There has still been no update so I need help to get Kiehls to respond. *** asked for them to either (preferably) send the product I ordered, or, failing that, process a refund, but at minimum to at least communicate with me.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  After your submission to the business in reference to complaint ID ********, the vendor reached out an initiated a refund of the original purchase price. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising 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.

  Hello,I tried using a promo code I was sent by Kiehls today the code is "REWARD" according to the email the terms of the promotion are "*Any single qualifying purchase would receive 30% off the order. Offer is valid on ?Kiehls??.?com? using code REWARD. Offer is valid ?6/19/2024? ?12:01AM? ?EST? through ?6/23/2024? ?11:59PM? ?EST?. Qualifying purchase does not include gift sets, limited edition items, charitable items, donations, spa services, ****** services, gift cards, sales tax or shipping and handling charges. Offer is not valid at Kiehl's retail stores, Kiehl's counters in department stores or Kiehls Airport locations. Offer void where prohibited, taxed or restricted by law. Offer is not valid for LOreal employees. Other restrictions, exclusions or terms may apply. Kiehl's reserves the right to modify or discontinue this offer at any time without notice."I tried using the code today 6/23/24 at 1:00PM EST and the code states it is invalid or expired. I would like this issue resolved to receive the discount as now I cannot place my order, this delays the products I need, and it's frustrating having to reach out in regards to this.Thank you,

  Customer Answer

  Date: 07/19/2024

  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:06/03/2024

  Type:Service or Repair 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 purchased a Kiehls calendula herbal extract alcohol free toner 16.9 oz. After applying the product, I have an allergic reaction. My face turned red. Im looking for a refund of the product. I contacted the company on 6/2 and the representative gave me a hard time. I gave her the order number and all my information. ****** initially said she has to request someone to call me to make a report. Then she started taking all my information which can easily be found from my order number. She was taking a report and knows all the symptoms and situation but refuses to provide a refund and ask me to wait for someone to call while I already have her all the info they needed. Im not confident through my interaction that anybody would even call.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  Kiehs called and will be providing a refund.  Assuming I do receive the refund, this resolution is satisfactory to me.
  

  Reference to complaint ID ********.

  
  Sincerely,
  
  *****************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/20/2024

  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 purchased products from Kiehl's on May 7th. After many days of waiting, they never sent the products to me and refused to refund or any other options. Their carrier is also not responding. At the meantime, their customer service also shout at me through the phone. I am here to request fully refund and compensation for the large amount of time wasted.

• Initial Complaint

  Date:05/06/2024

  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.

  I called Kiehl's customer service and I was speaking to a nice representative I was inquiring about my Birthday Reward that I did not receive she looked into my account and she saw that I typed in my Birthday Date and she told me that she was going to send me a "Promo Code" to allow me to get deluxe samples for me to use but she didn't tell me that you had to purchase something in order to get the deluxe samples and plus she was confusing me regarding the "Promo Code" offer first she said that you can choose from any deluxe samples and then she started telling me that you can input your credit card on the website and you can either save it or not save it and then I asked her can you pick up the items at the Kiehl store she said "Yes" and then I asked if I were to input my credit card number will I get charged for the order she said "Yes" so I just wanted to say that its confusing first she says that I can input the "Promo Code" and choose some deluxe samples then she said that I had to purchase an item in order to get the deluxe samples I feel this is highway robbery and trying to deceive the customer by telling them that they can purchase deluxe products and then they tell the customer to purchase something? I would like some kind of compensation due to this confusion that was caused by your customer service and I noticed that the ******************** gave you a D- and I saw that a lot of the issues were marked as "Unanswered" shame on you *****

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kiehl's regarding complaint ID ********.
  I have not heard from the business since this was filed 
  Sincerely,
  
  ***************
  

• Initial Complaint

  Date:04/30/2024

  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.

  Order Number: ************ - never delivered. I ordered with Kiehls during their promotion on Aug 5, 2024. There was issue with order where the free promo items were not added to my order so I called customer service right after ordering (I thought the items would show up after I order but I was wrong). They said the website glitched and only solution is to order again and return the first package when I receive it. I reordered it same day on Aug 5 with service rep on the phone and she confirmed that order went through correctly too. I received and returned the first package but never received the second order that I am to keep. I call in and am told that my order never went through and there is nothing they can do about that. They also refused to connect me to manager saying managers are "busy".