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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

      PO Box 2007 Westfield, NJ 07091-2007

    • Kiehl's

      109 3rd Avenue New York, NY 10003

    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:04/01/2024

      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.
      The company received my return on 2/26/2024 and I have yet to receive my refund. According to them they still havent processed my return and it is now 3/29/2024. They said refunds should take up to 7 business days and this far exceeds that. They apologize for the problem when I email them, but they do not do anything to actually fix the problem, which would be to refund my money.

    • Initial Complaint

      Date:03/21/2024

      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 placed an order with Kiehl's on February 25, 2024, but encountered delivery issues due to Deliver It, the delivery service used, not having access to my community gatea detail I wasn't asked to provide when placing the order. Unlike major delivery services like *********** and ***** which already have the code, Deliver It attempted delivery without notifying me of any issues. Despite monitoring the tracking, which only showed that the label was created, I was uninformed of delivery attempts. I only learned the package was being returned to the sender after contacting Kiehl's. Despite numerous follow-*** via phone and online chat requesting a refund, I was told I'd receive it within ***** hours after they received the returned package. Now in the second week since its return, I've received no confirmation of a refund. My attempts at resolving this with Kiehl's management through escalations have been ignored, and offers of assistance have been inadequate, including a trivial coupon that expires in 30 days. As a new customer, I'm dismayed by the lack of care for customer experience, the inability to directly speak with a manager, and the overall disregard for my situation. I need assistance in obtaining a refund for a product I never received. Additionally, I feel like Im *********** the whole package at no charge because I had to spent so much time on the phone with Kiels while I was on my lunch break. This is unacceptable!

      Customer Answer

      Date: 04/15/2024

      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:12/11/2023

      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 purchased a product called Facial Fuel Daily Energizing Moisture Treatment for Men on Nov 26, 2023 from Kiehl's at a discount during their Black Friday promotion. My order was cancelled by Kiehl's with no explanation yet the item is still for sale on their website at full cost.

      Customer Answer

      Date: 01/04/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/08/2023

      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.
      Kiehls took an order from me online, for $250. Said it was shipped, but never arrived. Countless calls over and over, but Kiehls kept saying 'just wait a few more days'. Well today I called, and ******* told me my purchased was refunded (no, it's not. My credit card does not reflect this). Nobody ever called me back from their 'investigations team' about this lost package, but *** shows this package was never even tendered to them. They wasted lots of my time, tied up my money over Xmas so my family cannot get Xmas presents. Still, they never got back to me.

      Business Response

      Date: 12/15/2023

      We sincerely apologize for your recent experience. Our records indicate that your order was refunded to the original method of payment 12/8/2023. Please allow 5-7 business days for your refund to reflect in your account. We appreciate the opportunity to assist with this matter. 

    • Initial Complaint

      Date:12/07/2023

      Type:Customer Service 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 Black Friday (November 24, 2023), Kiehls was sending emails advertising a free gift with purchase of $135 or more. No further stipulations were given. This free gift was being advertised on the website when I made the purchase and I continued to receive promotional emails advertising this free gift up to 8 hours after I made my purchase. I ordered $136 worth of products to reach the minimum for the free gift. When my package arrived, the free gift was not included. When I reached out to customer service, their reply was that the free gift must have been out of stock when I made my purchase. This seems like misleading and false advertising and I do not think that this company should be getting away with convincing their customers to spend over $135 for a free gift if they are no longer offering it.

    • Initial Complaint

      Date:12/07/2023

      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.
      4th rodeo with Kiehls delivering to previous address. **************** is the worst. No understanding in how to resolve it. Have escalated the issue several times emailing form complaint. They cannot for whatever reason update my new address in the system. I have lost out on ALL holiday specials. Packages being returned by *** for no delivery and hopefully credited.

    • Initial Complaint

      Date:11/27/2023

      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.
      Can you refund my order. Your company was not considerate. I was hoping for a prepaid label from **** and they told me to go there and pay postage. ************

      Customer Answer

      Date: 12/24/2023

      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:11/07/2023

      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.
      Placed an order online, checked my address was entered correctly as it was a new address since I had recently moved, entered a new CC as well, and placed the order. Upon reviewing the next page, I realized that somewhere along the way during the checkout, the system had changed the shipping address from the new one I'd entered, to the previous one I had used in the past. I thought it was no big deal, I'll reach out to customer support and they can help me cancel and re-order or modify the existing order so its correct. I open a chat and am speaking to a live agent within 2 minutes of placing the order. I am then informed there is nothing that they can do. They have no ability to cancel or change an order once it is placed!!! I explained the situation and thought certainly there must be something that can be done, I just paid $200 and this is going to a place I don't even live, certainly they would want to make sure they have the ability to assist a customer in a situation like this... nope. There response is essentially, we're happy to take your money and we can't help you with this, try reaching out to the shipping carrier when you get your tracking number, good luck. I am so utterly disappointed in the customer service here and I am essentially out $200 that they are happy to take. I love this product. I've been a customer of the brand ***************************, spent thousands of dollars with them since then, the level of customer service is a level they should be embarrassed of. I would like a full refund for the money spent here as it is in their complete control to make this right and they are neglecting to put the standard processes in place to do so. I'd be happy to speak with anyone at the company who can help me here.

    • Initial Complaint

      Date:10/30/2023

      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.
      On 10/14/23 I placed order # ************ on Keihls.com Its 10/27/23 & my package hasnt arrived.Tracking # ****************** *** says it was transferred to **** & cant help. **** cant help without a **** tracking #.Tracking shows package in ********, ** for the last 8 days. Every day for the last 8 days tracking shows expected delivery by 7 PM next day yet no new info is ever added.Ive called Keihls customer support EVERY DAY for the last 8 days, wasting OVER 6 hours & COUNTING with ****** incompetent phone support. Every call I am LIED to by individuals ****** HIRED & PAYS to provide customer support. Keihls obviously condones lying by permitting employees to lie to & deceive customers.For the last 8 days Ive been told multiple lies by 8 different employees. Ive been told if my package doesnt arrive within 2 days [that employee] will personally issue a replacement. Ive been told if my package doesnt arrive tomorrow [employee or her supervisor] will issue a replacement, 100%. 6 days later, NO PACKAGE & NO REPLACEMENT. *** even been told a replacement was sent but it has the SAME order # as my original order!Employees deliberately lie to appease me & get me off the phone.I suppose they arent authorized to issue replacements? If so, why on earth is ****** PRETENDING to provide phone support? What good is a phone # if the person you speak to cant do anything other than lie???Keihls is manipulating & abusing customers & taking advantage of customers beliefs that Keihls is a reputable, reliable, honest company.They are NOT.I want a replacement in lieu of a refund because my purchase contained a single-use promo code & a unique cash-back offer.I use the ordered products daily & didnt want to change (but the way Ive been treated makes me NEVER want to use Keihls again).Pointless case #s provided during my countless calls with ******:******** from ******** (employee ID# ********************************** from Elle ID# *******

      Customer Answer

      Date: 11/04/2023

      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:10/24/2023

      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.
      I have tried to make a purchase on Kiehl's online store since beginning of October. During my first several attempt to make a purchase, I kept receiving payment errors that I could confirm it was not caused from my end. I tried to use different cards, different browser, even different IP address. I tried to engage with Kiehl's customer service, however they kept telling me to check in with my bank. The cards are working great anywhere else, anywhere but Kiehl's website. Today, on October 24th, after a month waiting, I tried again and still received the same error. I have asked the customer service if they had this problem before, and the girl said "no", while I see just from the list of complaints below that I'm not the only one with this problem. Maybe it's time to fix things, you're missing customers and revenues, I still keep getting their promotions, which I can't really put to use.

    Kiehl's is NOT a BBB Accredited Business.

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