Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/23/2023

  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.

  On 10/16/23 I placed an order with Kiehl's. I paid for two day shipping by ordering an amount in excess of $100. Tomorrow will be five days since I placed the order. It has not processed. I have called and written Kiehl's at least six times asking when the order will ship. No one can answer my question. I have requested the order be canceled and the charge removed. They refuse. I have asked to speak with a supervisor. Each customer service agent either refuses, or tells me none is available. Kiehl's is not shipping my order and they will not cancel the order. The charge remains on my credit card.

  Customer Answer

  Date: 10/23/2023

  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:09/13/2023

  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.

  At Aug 25, 2023 I purchased a bottle of Calendula Herbal-Extract Toner and Calendula Deep Cleansing Foaming Face Wash order number ************ from Kiehl's website, then I received a package from *****' s on September 1st, but the items I received did not match my purchases package on September 1st, but the items I received were not what I purchased, I got two bottles of body fuel and one bottle of shampoo (except that one of the bottles of body fuel might have been opened due to shipping issues. I contacted Kiehl's customer service and they just said that a specialist would contact me within 24h-48h. But after a few days I didn't hear from them and then I contacted them again through their official website and they said they would contact me by email again. I did receive an email from them that night asking me to provide a photo of the item I received, I provided the photo last week and nothing happened, they never contacted me again, and even today when I contacted them again by email, they still did not reply.

• Initial Complaint

  Date:07/26/2023

  Type:Delivery 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 ordered a Calendula Herbal-Extract Alcohol-Free Toner 125ml Duo set on July 9, 2023.But when I received the product, I found that it was an imminent product.I consulted my agent, and he helped me check the batch. It was true, but he told me that there was no way to solve it.If I want a refund, I have to ship it back, and I have to bear the cost. I don't think this is my problem, so I don't want to bear it. Later, I contacted them many times and they didn't reply to me.My language is not good. I have to take care of very young children. It is not convenient for me to go to the store, and it is far from where I live. I need your help to deal with it now. Thank you.

  Business Response

  Date: 08/11/2023

  We sincerely apologize for your recent experience with our product. We tried to reach you be phone but were unsuccessful. However, we were able to send you a detailed email. A refund of $29.05 has been credited to your PayPal account. Please allow 1-2 business days for processing and up to 30 days for the refund to apply to your account. We appreciate the opportunity to assist you. 

• Initial Complaint

  Date:07/11/2023

  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.

  On July 4, I placed an order ************, *** inform me seller which is Kiehl's did not provide City and Zip on the package so the package cannot be delivery on July 7, so I listen to their advice and provide the city and zip. I order chat and call with Kiehl's, and the company has no solution or idea on this issue.Meanwhile I found out my paypal get charge twice for the same amount with 2 different invoice ID ************. I checked the order on their website by using "Order Status", it shows as fail order. I asked Kiehl's what is going on, but the representative said they could not see it in their system. So I reach out to Paypal. However, seller need to cancel it since it is authorization.On July 10, I reached out Kiehl's since *** said the package is lost, they cannot locate for 2 business days. I reached out to Kiehl's and Kiehl's just keep me waiting on both ************ lost package and ************ authorization payment with fail order. They cannot do anything about it or send a replacement with lost package, and asked me to wait for 30 days for an authorization payment disappear on the account. i highly doubt the system can handle the amount of order that they have since representative cant even locate an order that is showing on their website.

  Customer Answer

  Date: 07/11/2023

  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:06/27/2023

  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 returned 6 items (1 of which was from a different order) in the same package about one month ago. I labeled the items and wrote a note detailing the return (with order numbers, dates, etc.) to make it as easy as possible to process the return. About one week ago (June 20th 2023), I received an email that one item was refunded to the original payment method (this was the one item in a separate order, so the other five items are part of the same order). However, I did not receive any refund notification about the other five items I returned. After about a week (June 26th 2023), I called to check on the return, and the representative asked me for a tracking number. However, I explained that I don't have the tracking number because last week when part of the return was processed that was proof of receipt of the package, so I tossed the tracking number after that, thinking I would receive a refund for the other five items in the next few days. Now, Kiehl's refuses to provide a refund for the five brand new items that I returned.

  Customer Answer

  Date: 07/22/2023

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

• Initial Complaint

  Date:05/04/2023

  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.

  On April 10, 2023, Kiehl's had a buy one get one free sale. I ordered: Powerful-Strength *************** 100ml Duo. Each one is $130.00 USD. I selected two for a total of $260.00 - 50% = $130.00. On or around April 30, 2023 I used their online "Contact **" form to ask about my order. On May 1, 2023 they replied, "***** ********** *** *** ********** ****** ***** ******* ********** **** ******** **** ****** ** *** ********** **** ****** ** *** ********* *** ***** *** ********* ***** *** ******* **** ********* ** ****** ***** * ************ *** **** **** ** ***** * *** ************* ********* *** **** ****** **** ******** ** *********** ********************************** ******** ****************************ref When I called them, they said I would be refunded and needed to reorder and would get the same price. When I did try and reorder, they would not honor my sale price. I called multiple times and was never allowed to speak with a supervisor. I was told none were available every time I called. My email responses from them were not much better. At one point, someone gave me a BOGO discount code that didn't work. All this is crazy. How has this place stayed in business with their atrocious customer service?

  Customer Answer

  Date: 05/29/2023

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

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising 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 have tried to make a purchase on Kiehl's online store since March. 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. It seemed that Kiehl's has purposefully blacklisted my account or my address for no good reason. I tried to engage with Kiehl's customer service and they promised to remedy this issue, forcing me to shop somewhere else. Today, on Aprill 30th, after a month waiting, I tried again and still received the same error. Kiehl's has not granted customers equal access to shop online and been consistently refusing to resolve this issue.

• Initial Complaint

  Date:04/25/2023

  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.

  Product packaging broke (tube of Midnight Recovery Eye Cream, top section split off) November 29, 2022. I contacted Kiehl's via their Instagram account DMs. Sent photograph, provided product name, size, lot code, purchase price and account information as requested. December 1, 2022 they offered a refund check via ***************** ***** that would be delivered in 3-4 weeks. I waited until March 2, 2023 to allow for holiday back up and contacted Kiehl's again, stating that I never received the check. They stated that a new refund check would be issued and mailed, without a time frame given. April 6, 2023, I once again reached out to Kiehl's to explain that 18 weeks had passed and I still didn't have a resolution. I asked to speak to someone within the company via email and was connected with "*********" from their ********************* She explained that a check was never issued, but assured me that one was being sent out this time and offered a $10 off coupon and a two week time frame to receive the check. I stated by disappointment in this response, lack of trust in the company, and insufficient compensation given my loyalty and patience. As of April 21, 2023 I have still not received a check from Kiehl's.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kiehl's regarding complaint ID ********. I attempted to reach out to their customer service via our email chain on ******* and have not heard back.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:04/18/2023

  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 made an online order with Kiehl's on 04/13/2023. Order #: ************. I just received the parcel of my online order today, and I found that Kiehl's shipped items were even produced 3 years ago. Two free items were produced 37 months ago, and two face cleansers were produced in 2021 (check the supporting picture with the number related to producing date). I think the validation period is 36 months for cosmetics, why does Kiehl's ship so old products to customers? I am very concerned about the quality. When I contact the online agent for a free label for returning, I was told to return the items in person in stores or I need to pay the shipping label for $8, Kiehl's doesn't provide a free label even for Kiehl's fault. But this is not my fault, not for my reasons, it's because you shipped expiring products to customers. So the customers' time is worthless? you just can ship expired items to all of your customers with online orders, and bet that most of them won't make a return, it's really a good way to deal with your expiring items. That's ridiculous for a big company. My requests:refund me the two expiring face cleansers, which is $25 I think, at least a gift card with the same value. or, just create a free return label for me to return the two expiring face cleansers of my order. Or you can just pay me Uber fee in cash to ask me to make a return in a store.

  Business Response

  Date: 04/19/2023

  We sincerely apologize for your recent order experience. We have issued a refund for the (2) Ultra Facial Cleansers in the amount of $25.21.  Please allow 3-5 business days for the refund to appear depending on your financial institution. We appreciate the opportunity to assist you with this matter.

  Customer Answer

  Date: 04/19/2023

  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:04/17/2023

  Type:Order 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.

  Date: 4/12/2023 Place on-line order and receive the error shown below."THERE WAS AN ISSUE WITH YOUR PAYMENT METHOD AND WE WERE UNABLE TO COMPLETE YOUR PURCHASE. PLEASE CONTACT YOUR CARD ISSUER AND TRY AGAIN".Check credit card company, the credit card is no problem to use..Using different payment method like paypal and receive the same issue.. My most recent order is couple years ago.. Credit card and shipping address are in **..Name on card and account info are matched..Clear browse history, cookies and cash are not helping.Chat with customer service and they are not helping to place the order. Only provide the suggestion to shop in store. Kiehls is very a rude and biasing company. It ignore the people who can not drive or not able to shop in the store. The company is not willing to help resolve the on line order issue.