Disappointing to say the least. Last year I spent quite a bit on Christmas gifts so I thought I'd repeat this year. Not to be. Worst customer service EVER! Tried to buy some products online. Got an email saying thank you. Then received an email saying my order was canceled. I sent an email asking why and got a shit response that simply said "due to information provided". WTF? So I called and the rep was nice but not helpful. She claimed it was because my billing address didn't match my CC info, but this is the first time I've ever heard that so I asked her to look into it to verify it. After 15 mins she got back on the phone and said it was a system glitch on their end and she's have to fill out a form. Once that "went through" (up to 5 business days), I could then go through the order process again. I explained that A) As the customer, I shouldn't have to jump through hoops because of THEIR system glitch and B) by that time I will miss Christmas. I then asked if I could have the items delivered to the local store for pickup and she said they don't do that. So, basically, because THEIR system f*cked up, I lose out on getting Christmas gifts. THEN, on top of all that, their customer service emails are SHIT. After sending another email explaining my situation and asking what they can do to resolve it AND asking for a Director or VP to call me, here is the EXACT email they sent to me:
"Hello,
Thank you for contacting Kiehl's Since 1851.
Thank you for sharing your concerns about our consumer guideline service. We apologize for the difficulties you have experienced.
Kiehl's makes every effort to provide the highest customer service for our consumers. We appreciate it when someone takes the time to let us know we have not met his or her expectations.
We appreciate the opportunity to be of service and hope you will continue to use our products with complete confidence and satisfaction.
Sending greetings and best wishes from everyone at Kiehl's."
Thanks for making my shopping decisions so much easier Kiehl's. I'm sure your competitors thank you too. read more