Kiehl's Customer Service Issues

Dear Sir or Madam, I recently purchased two products, the 'Breakout Control Cream' and the 'Nightly Repair Peeling with Quinoa,' which were quite expensive. Despite hesitating due to the cost, the saleswoman assured me that I could get a refund if I was not satisfied. I decided to buy them both, but unfortunately, after 12 days of using the cream, my skin started itching. The other product worked well for me. When I returned to the Kiehl's store in Essen, Germany, I was informed that I could not get a refund but could exchange the products for something of similar value. I found this disappointing as I was initially told there was no risk in trying the products. I hope this issue can be addressed fairly. Thank you for your attention. Yours sincerely, A. Müller

Hello, I recently bought the Rosa Arctica youth regenerating cream and observed that its consistency differs from a previous purchase of the same product. I contacted the store where I made the purchase to request an exchange since the product I received does not match the consistency of the other jars they currently have. Despite attempting to use the product, it does not have the expected cream consistency. Spending $60 on a cream, I feel the company should address my concern as I believe I received a defective product. Your assistance in resolving this matter would be greatly appreciated.

To whom it may concern, My name is Jenny Burton, and I reside in New York City. I am both a performing artist and a corporate professional. Over two weeks ago, I dedicated approximately 30 to 45 minutes on the phone with one of your customer service representatives following my call to the [redacted] number. I initiated an order for two items, but I never received a confirmation. Despite making five subsequent calls and conversing with five different customer service agents, my order remains untraceable. I am puzzled as to how my order could not be located after spending such a substantial amount of time on the phone. During my latest call, I was assured that my concern would be escalated to a higher authority within the company, and I was promised a follow-up within a couple of days. Regrettably, no one has contacted me, and I have not received my purchased items. The lack of response and assistance from your customer service team amidst my repeated efforts to resolve this matter is deeply disappointing. Despite the challenges posed by the ongoing pandemic, the level of customer service provided by your company is unacceptable. I am in close proximity to one of your physical stores, where I usually shop, and I eagerly await its reopening to avoid any future dealings with your phone customer service representatives. I sincerely hope that there is someone within your organization who values customer feedback and can address my concerns promptly. I distinctly recall the helpful assistance I received from a young man during my initial call, where I received product recommendations and proceeded to provide my credit card details, which now adds to my growing apprehension. Yet, I find myself empty-handed with no resolution despite multiple calls to your customer service team. This situation is simply not satisfactory. Jenny Burton

Subject: Kiehl’s Order Confirmation and Shipping Update Dear Shirlane, Thank you for your recent order on kiehls.com. We appreciate your business. Due to high order and call volumes, there may be delays in shipping and reaching our Customer Service Team. We apologize for any inconvenience this may cause. Your order details are as follows: - E-Gift Card - Quantity: 1 - $[redacted].00 The final charge will only be processed once your order ships, and you will receive a separate email with tracking details at that time. We value your patience and loyalty as a part of our Kiehl’s community. For any further assistance, please feel free to contact us. Warm regards, Kiehl’s Customer Service Team

I have been a loyal customer for decades. I am disappointed with the poor customer service I have received. After placing an order for a wedding recently, I was told conflicting information about the delivery timeline. The lack of transparency and inability to provide accurate details has led me to cancel my order. It seems like the company is cutting corners which is affecting the overall customer experience. The representative I spoke to seemed unable to assist effectively or provide necessary information about my order. Despite the constant marketing emails I receive, the quality of service has significantly declined. Unfortunately, I will be taking my business elsewhere due to these ongoing issues. Customer service should prioritize clarity and efficiency over marketing efforts.