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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.
    • 25 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:10/23/2023

      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.
      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:
      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.
      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:
      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.
      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:
      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.
      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,

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



       

      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.

    • Initial Complaint

      Date:06/27/2023

      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.
      Better Business Bureau:

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

      Sincerely,

      *****************************
      the five brand new items that I returned.

    Kiehl's is NOT a BBB Accredited Business.

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