I tried some of the products from this company out and was finding some I liked and some I didn’t, but mostly I didn’t like the fact that the costumer service is like not even there.
I placed a couple of online orders with Kiehl’s at their website and I got a confirmation email stating that: “If you have any questions about your order, you can contact us at 1-800-KIEHLS-2 (1-800-543-4572) or e-mail us using the contact us form on our site for a prompt response to your inquiry. ”
Both orders were received very quickly (however the tracking number arrived by email two hours after the order arrived at my door both times).
My first order had no issues, but my second order arrived with samples leaking all over the place (oil) and poorly packed. They were also the wrong samples. One of the two items that I ordered (the main reason for my order) wasn’t shipped. No mention of why it didn’t ship. My questions – Was it back-ordered and will ship later? Was it cancelled? Should I reorder or buy elsewhere? What about the Free Gift Card I was supposed to receive with an order over $30? Oh yes, now that part of my order didn’t ship I’m below that level so I’ve now paid shipping for two items and got one and lost my $15 gift card to boot. NICE! (I also did not like the product that I did receive and left a review of that product on their website. It was a body wash that was runny and didn’t lather well. The scent was also overwhelmingly strong. Sort of like washing in cologne.)
I’ve called the 1-800 number last week and was told they’re not answering the phone and to call back later. I sent a contact form online and was told they’d reply soon. Two business days have passed so I called again this morning. I was on automatic hold for 10 minutes and hung up. I’m sorry, I don’t have all day to wait for you to do your job.
So today I sent another contact form email and got another noreply email stating they would contact me within 3 business days.
Why not contact the local Kiehl’s store? Okay there is one at Rideau Centre in Ottawa. Driving there and parking is going to cost me so I’m going to phone…. oh no, they don’t have a number listed on the website for their stores and 411 hasn’t got them either. Something tells me that this company doesn’t really want to talk to me.
Sorry Kiehl’s lack of customer service for online business is a deal breaker for me… bye bye.
UPDATE December 14, 2014
Kiehl’s finally replied to my sent contact form from last week and offered to give me a full refund, which I accepted.