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: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.

• 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.

  On 27th of Oct 2022, I ordered a set of items from **********. The website promises items will be shipped within 48 hours. Within 24 hours, I was notified that items had shipped and my credit card was charged (not just pending authorization but charged). After a week, all they have done is just created the shipping label so they can claim shipped and charge the credit card. Emailing their support or calling their customer service provides no information on whether they will ship or not. The customer service tries to blame it on ***** but the problem is they have not made the package available to *****. The case number for my complain with Kiehls is 24074518.They keep giving me varying days to wait when I call. 3 business days, 5, now 7, etc.At this point, just canceling the order is not a fair outcome for me making me wait and wait missing sales elsewhere. I am running out of time before I have to travel and so will not be able to receive the items if not delivered before the 13th of Nov.Businesses should not be able to charge before they actually ship the package.

• Initial Complaint

  Date:10/31/2022

  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.

  My order number is ************* I placed the order on the 10th of October. I was updated on the 13th that the order was delivered with the tracking number of ****************** from *** Ground. However, I was home the entire day and no delivery attempt was made. I then proceeded to call Kiehl's and they said multiple times that they would investigate it for me. After receiving no update, I proceeded to live chat Kiehl's customer support and they finally open an investigation with the shipping carrier. After almost 14 days instead of the promised **** days update, they finally emailed me saying that *** closed the case and they can't do anything about it. I have also called *** many times *** told me to contact Kiehl's as *** can't do anything about it. For a company that loves to help customers in person at their store's locations, they have a horrible online customer service. I paid almost $300 just for my products not to be delivered and kicked to the curb when an issue was presented. I have been a loyal Kiehl's customer for almost 5 years but after this, I don't know if I would be. There is 100% no customer satisfaction at all.

  Customer Answer

  Date: 11/24/2022

  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:10/20/2022

  Type:Order 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 placed a large order for a skin care line. The box arrived damaged and I called customer service immediately. All but one of my items was missing. I paid $321.10 for one item that I received which was $42.00. I have received no response to any of my phone calls or emails. I submitted a freight claim to *** for lost items due to damaged shipment and got PayPal involved. I am now being told In order to receive credit I need to send the items back. I am unable to send back items that *** lost and still have had zero response from keihls directly. I have never dealt with a company so unwilling to work with a customer issue and is insisting that I pay for or return items that were lost during shipping. All phots have been sent to *** and PayPal clearly showing the damaged packaging. I was even asked to fill out an internet theft report which I did. I have no history of delivery issues or claims and was asked by customer service if this happens to me often.

  Customer Answer

  Date: 11/14/2022

  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:10/11/2022

  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 received an email saying "thank you for your order" when I hadn't ordered anything. I logged into the website and it showed an auto-replentishment order being sent to an address that was obsoleted over 3 years old - an old PO Box that I haven't had access to for 3.5 years. The address was erased from my account years ago.I called customer service and she said she can't change the order even though it hasn't been shipped. I said I didn't order it. In my account I can see the autoreplentishment order and I have taken a screenshot showing that the fraudulent order is going to the old PO Box and that there was no active autoreplentishment order 6 months or even a year ago. Kiehl's is apparently reactivating very old autoreplentishment orders to raise their **** revenue artificially.

• Initial Complaint

  Date:09/20/2022

  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.

  When you go on Kiehl's website you get a pop up saying "Unlock 15% off your order" with a place to enter you email address. And in small print "Yes I want to receive promotional emails from Kiehl's . . . ." Then after they take your email address you get another pop up telling you you also have to give your phone number for texts. This is clearly deceptive. First pop up says nothing about giving your phone number in order to get the 15% off. Now Kiehl's fraudulently took my email address which they can sell, etc. without giving me the discount they state in their initial pop up. Screen shot attached of their deceptive advertising.

• Initial Complaint

  Date:09/19/2022

  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 placed an order online with Kiehl's and they had shipping/pickup problems. The package arrived on 9/5/22 and was smashed, opened and missing some of the contents. I contacted Kiehl's by telephone and spoke to them for over 30 minutes and they finally followed up with an email asking me to reply with pictures of the damaged box. I asked for a full refund and a shipping label to return the damaged box and remaining items and they never responded. Each time I contact them, they give me a different answer and will not refund my money for this order. I don't want to keep the one item I received because the box was open and I don't want to deal with this business ever again. They have the worst customer service and they will not keep my money for a partial and damaged order.

  Customer Answer

  Date: 10/07/2022

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