Kiehl's Reviews 3,150

Reply from Kiehl's

Oct 9, 2025

Thank you for your review. We are sorry to hear about your experience. Please can you send us an email using the contact form via this link: https://www.kiehls.co.uk/customer-service/contact-us-form.html so we can investigate your service experience and birthday query. We look forward to hearing from you.

Warm regards
Team Kiehls

Reply from Kiehl's

Oct 9, 2025

Thank you for sharing your feedback regarding your recent Kiehls order.

We understand how frustrating this would have been and would like to investigate your order with our warehouse teams.

Please could you send us an email with the Ref: 2509TrustPilot and we would be happy to investigate this.

Warmly,
Kiehls Team

Reply from Kiehl's

Updated Sep 24, 2025

Dear Richard,

We are truly sorry to hear about your recent experience with us, and we deeply appreciate you taking the time to share your feedback on Trustpilot. We understand how frustrating and disappointing it must be to have your order cancelled, especially after looking forward to receiving your items for your brother's birthday. Please accept our sincerest apologies for the inconvenience and upset this has caused you.

We genuinely regret that we were unable to fulfil your order. During periods of high demand, particularly with special promotions, our most popular products can sell out very quickly, sometimes even within the same day. While our distribution centre works to process orders as efficiently as possible, this can unfortunately lead to situations where items are no longer available by the time an order is processed, necessitating a cancellation. This is certainly not the experience we want for our valued customers, and we completely understand your disappointment.

Please know that we are taking your comments very seriously. We're actively and thoroughly reviewing our inventory management and order fulfilment processes to identify exactly where things went wrong and implement robust solutions to prevent such occurrences in the future. Our commitment is to consistently meet your expectations and provide the seamless, joyful shopping experience you deserve.

In the meantime, we've already reached out to our dedicated consumer care team, and they will be contacting you directly via email very soon. They will be providing you with a complementary 25% discount code as a token of our sincere apology. We completely understand that a discount doesn't undo the inconvenience you've faced, but we genuinely hope it shows how truly sorry we are and our desire to try and make things right.

We hope you might consider giving us another chance in the future to demonstrate the quality of service we strive to deliver. Thank you once again for your feedback.

Warmly,
The Kiehl's Team

Reply from Kiehl's

Updated Sep 19, 2025

Good afternoon,

Thank you so much for taking the time to share your experience with us. We are truly sorry to hear about the disappointment and frustration you've faced with your recent order; it's absolutely not the standard of service we aim to provide, and we completely understand how upsetting it is when an expected delivery doesn't go as planned.

We've reviewed your case and can see that unforeseen logistics challenges unfortunately prevented us from completing your delivery as expected. Please accept our sincerest apologies for the inconvenience and annoyance this has caused you. We know that waiting for an order, especially for products you're looking forward to, only to have it not arrive, is incredibly frustrating, and we deeply regret that this happened.

Your feedback is invaluable to us, and we want to assure you that we are taking it very seriously. We will be sharing your comments directly with our order fulfilment and shipping teams. This kind of input is crucial in helping us identify areas for improvement and implement measures to prevent similar issues from occurring in the future, ensuring a smoother experience for all our customers.

For our valued customers in Ireland, we genuinely recommend placing your orders directly through the Kiehl's IE website. This dedicated platform is designed to offer a more streamlined process and help ensure a much smoother and more reliable delivery experience for you.

Thank you once again for bringing this to our attention.

Warmly,
The Kiehl's Team

Reply from Kiehl's

Updated Sep 18, 2025

Good afternoon,

Thank you so much for reaching out and for bringing this suspicious email to our attention. We completely understand how unsettling and concerning it can be to receive communications that appear fraudulent, especially when they use a brand name you trust. Please know that we genuinely appreciate you taking the time to share this with us; your vigilance helps us protect everyone in our community.

We want to assure you that we take these matters incredibly seriously. Upon reviewing your details, we couldn't find any record of attempted transactions linked to your email address, nor any recent contact from us that would correspond with the emails you received. This strongly indicates that these messages did not originate from Kiehl's.

To help you secure your information, we would strongly recommend a few steps:

• Contact your bank: It's always a good idea to reach out to your bank to confirm that no unauthorised transactions have been attempted from your end.
• Mark as spam/phishing: Please mark these emails as spam or phishing within your email service provider. This helps them identify and block similar malicious attempts in the future.
• General security advice: If you have any concerns about the overall security of your accounts, data, or devices, we highly recommend consulting the expert advice provided by the UK Government's National Cyber Security Centre (NCSC) at www.ncsc.gov.uk. They offer valuable guidance for individuals and businesses alike.

Unfortunately, these types of scams, where fraudsters exploit well-known brand names and easily accessible email services, are becoming increasingly common. We are continuously working behind the scenes to combat these fraudulent activities, including engaging in frequent dialogue with providers like Google to help tackle these issues at their source.

Your proactive approach in reporting such incidents is invaluable in helping us maintain a secure online environment for all our cherished customers.

Should you encounter any similar suspicious emails or have any further concerns, please do not hesitate to contact us again.

Best wishes,
The Kiehl's Team

Reply from Kiehl's

Updated Aug 27, 2025

Good morning,

Thank you for taking the time to share your experience with us. We are truly sorry to hear about the inconvenience and disappointment you faced when placing your order, and we sincerely apologise that we were unable to meet your expectations on this occasion.

We completely understand your frustration when a desired product is unavailable, especially during a special promotion. You've highlighted an important challenge we sometimes face: while our distribution centre works tirelessly to process orders and replenish stock, periods of high demand can unfortunately lead to temporary stock shortages for our most popular items, sometimes even within the same day. We are always striving to maintain consistent availability and are continuously working to refine our processes to minimise such occurrences and ensure a smoother shopping experience for everyone.

Your feedback is incredibly important to us. It helps us gain valuable insights into where we can improve and better serve our customers in the future. Please know that we are taking your comments to heart as we endeavour to enhance our services and ensure our beloved products are available when you want them.

Thank you again for your understanding and for giving us the opportunity to learn and grow from your experience. We truly appreciate you sharing it with us.

Warmly,
The Kiehl's Team

Reply from Kiehl's

Updated Aug 27, 2025

Dear Rachel,

Thank you for taking the time to share your experience with us, We are truly sorry to hear about the challenges you faced with your recent online Kiehl's purchase, especially the difficulty in entering your address on our website. We understand how frustrating this must have been, and please know that your feedback is incredibly important to us.

We've immediately flagged the address entry issue with our web development team. They are actively reviewing this section of the website, and your valuable input will directly help us improve the ordering process, making it smoother and more user-friendly for everyone going forward.

Regarding the specific details of your order, we've reviewed your case notes. We can confirm that your parcel was ultimately sent to the shipping address you confirmed with us. We sincerely apologise for any miscommunication and subsequent confusion that arose. We will be working closely with our team to ensure proper checks are done and that accurate information is always provided to you from the very first interaction.

Our records show that your parcel was successfully delivered on August 23, 2025. We truly hope that you have safely received your order and are now enjoying your Kiehl's products.

Thank you once again for bringing these matters to our attention. Your insights are crucial in helping us enhance our service and ensure a better experience for all our valued customers.

Warm wishes,
The Kiehl's Team

Reply from Kiehl's

Jul 23, 2025

Good afternoon,

From all of us at Kiehl's, a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.

We're passionate about providing every customer with the highest level of service and the most exceptional skincare products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team – they'll be thrilled!

Your loyalty to Kiehl's is deeply appreciated. Thank you for choosing us and for sharing your positive experience.

Warmest wishes,
Team Kiehl's

Reply from Kiehl's

Jul 23, 2025

Good afternoon,

Thank you for taking the time to share your feedback.

To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.

We look forward to hearing from you soon.

Sincerely,
The Kiehl's Team

Reply from Kiehl's

Jul 10, 2025

Good morning,

From all of us at Kiehl's a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.

At Kiehl's, we're passionate about providing every customer with the highest level of service and the most exceptional beauty products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team – they'll be thrilled!

Thank you for choosing us and for sharing your positive experience.

Warmest wishes,
The Kiehl's Team

Reply from Kiehl's

Updated Jul 17, 2025

Hi there,

Thank you so much for taking the time to share your feedback with us. We genuinely appreciate you reaching out.

We've carefully reviewed your case notes, and we've already asked our dedicated Consumer Care Team to connect with you as soon as they possibly can.

Regarding your data deletion request, please rest assured that this is being handled with the utmost care and in full alignment with our processes. Your privacy is very important to us.

We are truly and deeply sorry to hear that your recent experience with our service was a negative one. We understand how frustrating this must have been, and we sincerely regret any inconvenience or upset we may have caused. We've highlighted your feedback to the team to ensure we learn from this - your feedback helps us to do better.

Should you need any further assistance at all, please don't hesitate to call our dedicated care team at 0800 587 0830. They are available to help you Monday to Saturday from 09:00 to 21:00, and on Sundays from 09:00 to 16:00.

Once again, please accept our sincerest apologies for any inconvenience. We truly value your business and hope to restore your confidence in Kiehl's.

Best wishes,
The Kiehl's Team

Reply from Kiehl's

Jul 10, 2025

Good morning,

Thank you for taking the time to share your feedback.

To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.

We look forward to hearing from you soon.

Sincerely,
The Kiehl's Team

Reply from Kiehl's

Jun 6, 2025

Good morning,

Thank you for taking the time to share your feedback.

To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.

We look forward to hearing from you soon.

Sincerely,
The Kiehl's Team

Reply from Kiehl's

Updated May 6, 2025

Dear Piers,

Please accept our sincerest apologies for the recent experience you had with us. We are truly sorry that the service you received did not meet the high standards we strive for at Kiehl's, and we understand your disappointment regarding the out-of-stock item you ordered. We deeply regret that our system did not notify you about the stock issue before your order was processed.

We understand how frustrating it can be to anticipate a delivery and then discover it's not coming as expected. You've raised a very valid point about the possibility of product substitutions. While our current system doesn't accommodate this, we truly appreciate you bringing it to our attention. We'll definitely share your feedback with the Ecommerce team as it's a valuable suggestion that could greatly improve our customer experience.

Once again, we apologise for the disappointment caused, and thank you for your valuable feedback – it helps us immensely in our continuous efforts to improve.

Warmly,
The Kiehl's Team

Reply from Kiehl's

Apr 22, 2025

Good morning,

We're so grateful for your wonderful 5-star rating of Kiehl's! Your support truly means the world to us.

At Kiehl's, we pour our hearts into providing every customer with an exceptional experience, and we're thrilled to learn that our products met your expectations. Thank you for sharing your positive feedback – it brightens our day!

Should you have any questions or need further assistance, please don't hesitate to contact us. It would be our sincere pleasure to assist you.

Thank you again for choosing Kiehl's. We appreciate you.

Warmest wishes,
Team Kiehl's

Reply from Kiehl's

Updated Apr 15, 2025

Good afternoon,

We're truly sorry to hear about the negative experience you had with the delivery of your recent Kiehl's order. We understand your frustration and sincerely apologise for the inconvenience this has caused. Receiving your order should be a smooth and enjoyable experience, and we regret that the delivery issues detracted from that.

Your feedback is incredibly valuable to us. It helps us identify specific areas where we can improve our delivery processes in partnership with our couriers. We want to assure you that we're addressing this directly with the courier company involved in your delivery and are working diligently to implement measures that will minimise the likelihood of similar issues happening again.

Regarding your refund, our records confirm it was issued on 10/04/2025. Our consumer care team has sent you a confirmation email on the very same day, with details and your case reference number (11193184). The email also explains that refunds can take between 3 and 8 working days to appear in your account, depending on your bank's processing times. We appreciate your patience while this is completed.

We value your business and apologise again for the inconvenience. If you have any further questions or concerns, please don't hesitate to contact our Consumer Care Team at 0800 587 0830. They’re available to assist you Monday to Saturday from 8:00 am to 8:00 pm, and on Sundays from 8:00 am to 3:00 pm.

Best wishes,
The Kiehl's Team

Reply from Kiehl's

Updated Apr 5, 2025

Good evening,

Thank you so much for taking the time to share your recent experience with Kiehl's. We're truly sorry to hear that it was disappointing and understand the frustration this must have caused. We sincerely apologise for falling short of your expectations.

We genuinely value your feedback and are always striving to improve. While we're saddened to see you go, we appreciate you letting us know where we can do better. We hope you might reconsider giving us another chance in the future.

Warmly,
The Kiehl's Team

Reply from Kiehl's

Apr 4, 2025

Good morning,

Thank you for taking the time to share your feedback. We sincerely apologise for the negative experience you encountered.

To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.

We look forward to hearing from you soon.

Sincerely,
The Kiehl's Team

Reply from Kiehl's

Mar 26, 2025

Good morning,

Thank you for taking the time to share your feedback.

To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.

We look forward to hearing from you soon.

Sincerely,
The Kiehl's Team