I have been a customer of Kiehl's for a little over a year now, and like their products. I went to place a fairly large order today and when it came time to submit, there was apparently something wrong with the expiration date on my card so I went back to try and fix several times before my order went through. I received one email saying that they had received my order and another saying that it was preparing to ship. About an hour later I received a call from my bank saying that someone was trying to cash a check but they were not allowing her to do so, because my account was overdrawn and that I needed to transfer money. I was shocked and of course embarrassed but couldn't understand why, and she told me that a company "Loreal" was continually - at least 8 times charging my account for the same amount! The amount that the one order was for! Obviously it had drained my checking account thereby making it overdrawn. I immediately - very upset and anxious called Kiehl's to let them know what was going on and ask them to please take these off so that money would be off hold on my checking account - and they said that when I was trying to put the correct expiration date on my credit card that I was authorizing the amount each time - even though it NEVER said that the order was going through in any way, shape or form! It was denying it! I have done this several times before with other online purchases where I had the wrong credit card number, or expiration date or something was missing and hit enter several times and the order did not go through, but NEVER has the charges gone through my bank more than the one time of the final charge that I actually purchased! The customer service manager that I spoke to, said that those 8 pending "hold's" of large amounts of money on my bank would stay there for 3 - 5 days! and there was nothing he could do about I! Basically my bank account was out that money - for their mistake for allowing it to go through that many times with incorrect information. What if someone else was trying to put in my information? They just allow someone, anyone to keep trying until they get it right?! unbelievable. He said sorry! that was it. Nothing else. DIdn't offer me anything at all! I then asked to cancel the original order as why would I want to give them my business? and he said sorry it was too late for that. UNBELIEVABLE! BEWARE when placing your order on their website - you better have it exactly right or you will be double, triple , or charge 10 x's the amount! HORRIBLE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I called again this morning and Payment was issued to me.
Sincerely,
[redacted]...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Unfortunately there was confusion with your transactionalinformation. So the best solution for you is to visit your local Kiehl’s retailstore. We invite you to join us in store for a complementary Kiehl’s HealthySkin Check at a time that works best for you. Please contact us if you needhelp locating...
your nearest Kiehl’s store. Sending greetings and best wishes from everyone at Kiehl’s.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
We’re sorry for the frustration you’ve experienced placing yourorders. At Kiehl’s, we verify billing and shipping addresses in an attempt toprevent fraudulent charges from impacting you. Also we only ship door to door.This is to ensure the condition and quality of your order. Please know that we...
called you directly at [redacted], 12/* and we promise to callyou again this afternoon to resolve your order.
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted] since Revdex.com last contacted me for an update on Jun **, 2017.Sincerely,
[redacted]
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted]. I have not been contacted since the voice message received on Friday 12/*. In the message they left no return number to contact and they never called back again as they said they would in the message they submitted to the Revdex.com on 12/*. Sincerely,[redacted]
Dear *,Thank you for informing us of your disappointing experience with our Customer Care Center. Please note that that I have personally documented your request to our third party email vendor. You will promptly be removed from all further communication, inclusive of...
emails, mailers, etc., as you have requested in your complaint. We truly appreciate your valuable feedback.All the best,[redacted]
At this time, I have been contacted directly by Kiehl's regarding complaint ID [redacted], however my complaint has NOT been resolved because:
They promised to solve the issue but I did not hear back since then
In order for the Revdex.com to appropriately process your...
response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
A [redacted] left me a message on [redacted] 12/* however I just tried calling Kiehl's and it says their customer service is only open 9-5:30 M-F EST. No one from Kiehl's has emailed me as I asked, which is the best way to get in touch with me and now as they only left a phone message I will have to wait until Monday to try and get in touch again.As to their response left here-- More than one of my phone calls with Kiehl''s was to confirm my shipping and billing addresses and still one one got back to me as they said they would. I'm not sure what they mean they only ship "door to door." This can't possibly mean they only ship to billing addresses as the only order of mine they did process was a gift to a non-billing address and numerous orders I tried to place I tried to have shipped to my billing address and they didn't work. I would like Kiehl's to contact me via the email I provided and if they would like to get in touch via phone to email me a phone number I can reach them at as I am frequently away from my home phone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I met the same problem. I tried to pay with my debit card and I was injected too. I only purchased once on Kiehl’s in 2016, and its price is under $60. I’m not a resaler.
And I really need to tell you something Kiehl’s, the only reason I go online shopping is because there is no local store near me, even the nearest one is more than 100 miles away. The action that you add your customers in the black list without verifying if they are real resalers or not but only based on their names is a bad idea. I feel you are a racist. And I’m deeply offended.
I’m not your fan anymore, your products are not irreplaceable. Actually there are a lot higher value products can replace you. I’m not gonna to write any introducing blogs for Kiehl’s and I will tell my followers what you have done. Sorry, Kiehl’s customers are not lambs to be slaughtered.
If you have been nice to them, they will give the love back. If you have been bad to them, they just simply react back.
I have contacted Kiehl’s on 24th June, 2016 re a bad acne reaction resulted from their Clearly Corrective Deep Moisture Clarifying Cream. I was given instruction to send back the product in order to receive a refund. I therefore sent back the cream on 30th June and emailed the certificate of postage to them, and no one had come back to me over the last two months. I have tried for two months to get a refund. I have talked to multiple people as well as wrote emails to their customer service department. All of whom have taken my details and said they would contact me back, and never did. Each time I called I was placed on hold and the representative would check my case and confirmed they have received the item on 10th July and a solution would be provided soon but no one did. In the last email I sent on 30th August, I have requested to file a formal complaint, and I received a reply saying they have sent my enquiry again and escalated this to the senior manager, whom would get back to me in 48 working hours. However, no one did thus far. Apparently even the senior managers are not there to help at all. I am extremely disappointed with Kiehl’s customer service. Not only did not one help to resolve this issue via email or telephone, but also they simply let the case go into a black hole by never providing a solution like they promised to.
I have contacted Kiehl’s on 24th June, 2016 re a bad acne reaction resulted from their Clearly Corrective Deep Moisture Clarifying Cream. I was given instruction to send back the product in order to receive a refund. I therefore sent back the cream on 30th June and emailed the certificate of postage to them, and no one had come back to me over the last two months. I have tried for two months to get a refund. I have talked to multiple people as well as wrote emails to their customer service department. All of whom have taken my details and said they would contact me back, and never did. Each time I called I was placed on hold and the representative would check my case and confirmed they have received the item on 10th July and a solution would be provided soon but no one did. In the last email I sent on 30th August, I have requested to file a formal complaint, and I received a reply saying they have sent my enquiry again and escalated this to the senior manager, whom would get back to me in 48 working hours. However, no one did thus far. Apparently even the senior managers are not there to help at all. I am extremely disappointed with Kiehl’s customer service. Not only did not one help to resolve this issue via email or telephone, but also they simply let the case go into a black hole by never providing a solution like they promised to.
Review: I was trying to buy kiehl's products on the website, but I was always rejected.
The reason they gave is : The credit card was rejected due to an issue with your card.
I tried with my other credit cards and I was still rejected with the same reason.
I never encounter this problem when I was doing online shopping with other companies before.
I called the customer service and asked why I was always getting rejected, they said that they could not give me the reason and ask me to go to the local store instead.
I just bought the products for my personal use and not for resale. The total amount for my order is below $100 and I did not place orders too often (two or three times per year).
I am very frustrated with the online shopping experience and I am not able to purchase their product online in the future, which is unfair for me.Desired Settlement: At least give me the reason why I was rejected for online shopping.
Business
Response:
Unfortunately there was confusion with your transactionalinformation. So the best solution for you is to visit your local Kiehl’s retailstore. We invite you to join us in store for a complementary Kiehl’s HealthySkin Check at a time that works best for you. Please contact us if you needhelp locating your nearest Kiehl’s store. Sending greetings and best wishes from everyone at Kiehl’s.
I met the same problem. I only purchased one time on Kiehl’s website in 2016, and its the spot solution that price is under $60. I’m not a resaler.
And I really need to tell you something Kiehl’s, the only reason I go online shopping is because there is no local store near me, and if I wanna go to local store then I need to drive more than 100 miles. The action that you add your customers in the black list without verifying if they are one real resaler or not is a bad idea. I’m not your fan anymore, your products are not irreplaceable. I’m not gonna to write any blogs to introduce your products and I will tell them what you have done. Sorry, Kiehl’s customers are not lambs to be slaughtered.
If you have been nice to them, they will give it back. If you have been bad to them, they just simply react back.
Review: I submitted an order and received an email stating it would ship no later than December **. It is now December **and the order has not shipped.
I placed an order on December **(order # [redacted]). I received an email from Kiehl's on December **, stating due to the overwhelming response to the black Friday/cyber Monday special offers, shipping was delayed. Although, orders would ship out no later than December [redacted]. I called Kiehl's on December [redacted]regarding the status of my order and was told the order was still being processed and there is nothing they could do. I have not been impressed with the customer service I have received and I don't believe Kiehl's should make promises that they can't hold.Desired Settlement: I requested a refund, but was told by a customer service rep that it was too late since the order was already in process. I would like a discount on this order or some form of compensation to make up for the poor service.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
The credit card was rejected due to an issue with your card. Please check your Credit Card Verification Number or contact us at Kiehl's-###-###-#### or you may email us at [redacted] for further assistance (DM).
I verified and tried many different card, none of them work. But they all work fine in other online retail stores.Desired Settlement: Give me an explanation why I cannot make the purchase. And refund me for all the time I spent on my online shopping at kiehls.com
Review: Quite simply, I am a customer who is pleading with a company to sell its product--or to at least provide accurate information as to when the product will be available Yet Kiehl's continues to fail in this simple request time and time again. Specifically, I am trying to buy their product, "Close Shavers" Shaving Formula #31-O. This is a product that I've been buying for years, having easily spent hundreds of dollars on as time went by. I've made almost all my purchases through [redacted] or [redacted] online, or at the Kiehl's location at [redacted] mall in [redacted]. But over the past several months, the product has completely gone out of stock across retail stores. For the past month or more, people who are trying to buy and then mail the product to me here--on military deployment to [redacted]--have been to several retailers in the [redacted] area trying to find a store that actually still sells close shave. Upon asking the retail associates what happened, no one has any idea as to when the product would be back in stock but instead encouraged customers to keep checking back. After weeks of this, I had enough. I even went to the Kiehl's website which doesn't even show the product for sale (pending back order). Finally, I contacted Kiehl's customer service directly--which went nowhere.
On 10/**/14, Kiehl's representative "[redacted]" wrote in part, "We are sorry that you are having difficulty locating "Close Shavers" Shaving Formula #31-O. This product is still available, and is not being discontinued. It is currently out of stock." [Ref # [redacted]]. That was essentially a non-answer as it didn't tell me where I could actually buy the product. I then had to spend additional time and effort contacting the company to get a better answer.
On 10/**/14, Kiehl's representative "[redacted]" wrote in part, "Although Close Shavers Shaving Formula #31-O 1.7 fl oz (50 ml) is out of stock we expect it to be available again in December 2014." She advised me to try shopping at the [redacted] website, which does not currently have the product in stock. [Ref # [redacted]]Desired Settlement: However, I'm disappointed that no one in the company seems to know when the product will be back in stock. My guess is that there is more to the story here. Kiehl's is supposed to be a national, reputable, professional company. A customer should not have to expend this much effort simply to try to find the product. Moreover, it is hard to believe that a product could sell out nationwide yet Kiehl's is unable to back order it or even to know when the product might be available again. Really, it shouldn't be this difficult to answer such a simple question. I've been a long-time, loyal customer that has been buying the close shave and other products through for years. It is difficult to comprehend how Kiehl's would not know when it's own product will be back in stock. Can you please escalate my inquiry to a member of management who will then be able to provide a legitimate answer?
Further, as compensation for the amount of effort I've had to spend pleading with the company, I quite reasonably ask for a $100 product discount coupon. Thank you in advance for your attention to this matter.
Business
Response:
Thank you for your interest in Close Shavers #31-0 Shave Oil. The product has been temporarily out of stock but it's coming back in March 2015.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:
The company's response is disengenuous at best. Employees [redacted] and [redacted], via their e-mails on 10/** and 10/**, gave contradictory information. That included one response that the product would be available in December. And now the company is giving a third response. This time, it will be available in March 2015. Moreover, the company decided not to even address my proposed resolution, which was quite fair and reasonable given that I am essentially pleading with the company to sell me its product. Kiehl's inconsistent responses and one sentence reply to my complaint clearly show that the representative the company has replying to Revdex.com complaints does not take their role seriously. It is unacceptable for a company to be so incompetent and deceptive.So now this complaint has become two-fold: one, Kiehl's can't give a consistent answer as to when its product will be in stock; and, two, Kiehl's corporate Revdex.com complaint handling office is deficient. Therefore, I kindly ask the Revdex.com to please escalate this matter to someone at Kiehl's that is more senior to the respresentative that initially responded to this complaint. In the meantime, please list this complaint as UNRESOLVED. Thank you.Sincerely,
I have been a customer of Kiehl's for a little over a year now, and like their products. I went to place a fairly large order today and when it came time to submit, there was apparently something wrong with the expiration date on my card so I went back to try and fix several times before my order went through. I received one email saying that they had received my order and another saying that it was preparing to ship. About an hour later I received a call from my bank saying that someone was trying to cash a check but they were not allowing her to do so, because my account was overdrawn and that I needed to transfer money. I was shocked and of course embarrassed but couldn't understand why, and she told me that a company "Loreal" was continually - at least 8 times charging my account for the same amount! The amount that the one order was for! Obviously it had drained my checking account thereby making it overdrawn. I immediately - very upset and anxious called Kiehl's to let them know what was going on and ask them to please take these off so that money would be off hold on my checking account - and they said that when I was trying to put the correct expiration date on my credit card that I was authorizing the amount each time - even though it NEVER said that the order was going through in any way, shape or form! It was denying it! I have done this several times before with other online purchases where I had the wrong credit card number, or expiration date or something was missing and hit enter several times and the order did not go through, but NEVER has the charges gone through my bank more than the one time of the final charge that I actually purchased! The customer service manager that I spoke to, said that those 8 pending "hold's" of large amounts of money on my bank would stay there for 3 - 5 days! and there was nothing he could do about I! Basically my bank account was out that money - for their mistake for allowing it to go through that many times with incorrect information. What if someone else was trying to put in my information? They just allow someone, anyone to keep trying until they get it right?! unbelievable. He said sorry! that was it. Nothing else. DIdn't offer me anything at all! I then asked to cancel the original order as why would I want to give them my business? and he said sorry it was too late for that. UNBELIEVABLE! BEWARE when placing your order on their website - you better have it exactly right or you will be double, triple , or charge 10 x's the amount! HORRIBLE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I called again this morning and Payment was issued to me.
Sincerely,
[redacted]...
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Unfortunately there was confusion with your transactionalinformation. So the best solution for you is to visit your local Kiehl’s retailstore. We invite you to join us in store for a complementary Kiehl’s HealthySkin Check at a time that works best for you. Please contact us if you needhelp locating...
your nearest Kiehl’s store. Sending greetings and best wishes from everyone at Kiehl’s.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
We’re sorry for the frustration you’ve experienced placing yourorders. At Kiehl’s, we verify billing and shipping addresses in an attempt toprevent fraudulent charges from impacting you. Also we only ship door to door.This is to ensure the condition and quality of your order. Please know that we...
called you directly at [redacted], 12/* and we promise to callyou again this afternoon to resolve your order.
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted].Sincerely,[redacted]
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted] since Revdex.com last contacted me for an update on Jun **, 2017.Sincerely,
[redacted]
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted].Sincerely,[redacted]
Revdex.com:At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted]. I have not been contacted since the voice message received on Friday 12/*. In the message they left no return number to contact and they never called back again as they said they would in the message they submitted to the Revdex.com on 12/*. Sincerely,[redacted]
Dear *,Thank you for informing us of your disappointing experience with our Customer Care Center. Please note that that I have personally documented your request to our third party email vendor. You will promptly be removed from all further communication, inclusive of...
emails, mailers, etc., as you have requested in your complaint. We truly appreciate your valuable feedback.All the best,[redacted]
At this time, I have been contacted directly by Kiehl's regarding complaint ID [redacted], however my complaint has NOT been resolved because:
They promised to solve the issue but I did not hear back since then
In order for the Revdex.com to appropriately process your...
response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
A [redacted] left me a message on [redacted] 12/* however I just tried calling Kiehl's and it says their customer service is only open 9-5:30 M-F EST. No one from Kiehl's has emailed me as I asked, which is the best way to get in touch with me and now as they only left a phone message I will have to wait until Monday to try and get in touch again.As to their response left here-- More than one of my phone calls with Kiehl''s was to confirm my shipping and billing addresses and still one one got back to me as they said they would. I'm not sure what they mean they only ship "door to door." This can't possibly mean they only ship to billing addresses as the only order of mine they did process was a gift to a non-billing address and numerous orders I tried to place I tried to have shipped to my billing address and they didn't work. I would like Kiehl's to contact me via the email I provided and if they would like to get in touch via phone to email me a phone number I can reach them at as I am frequently away from my home phone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I met the same problem. I tried to pay with my debit card and I was injected too. I only purchased once on Kiehl’s in 2016, and its price is under $60. I’m not a resaler.
And I really need to tell you something Kiehl’s, the only reason I go online shopping is because there is no local store near me, even the nearest one is more than 100 miles away. The action that you add your customers in the black list without verifying if they are real resalers or not but only based on their names is a bad idea. I feel you are a racist. And I’m deeply offended.
I’m not your fan anymore, your products are not irreplaceable. Actually there are a lot higher value products can replace you. I’m not gonna to write any introducing blogs for Kiehl’s and I will tell my followers what you have done. Sorry, Kiehl’s customers are not lambs to be slaughtered.
If you have been nice to them, they will give the love back. If you have been bad to them, they just simply react back.
I have contacted Kiehl’s on 24th June, 2016 re a bad acne reaction resulted from their Clearly Corrective Deep Moisture Clarifying Cream. I was given instruction to send back the product in order to receive a refund. I therefore sent back the cream on 30th June and emailed the certificate of postage to them, and no one had come back to me over the last two months. I have tried for two months to get a refund. I have talked to multiple people as well as wrote emails to their customer service department. All of whom have taken my details and said they would contact me back, and never did. Each time I called I was placed on hold and the representative would check my case and confirmed they have received the item on 10th July and a solution would be provided soon but no one did. In the last email I sent on 30th August, I have requested to file a formal complaint, and I received a reply saying they have sent my enquiry again and escalated this to the senior manager, whom would get back to me in 48 working hours. However, no one did thus far. Apparently even the senior managers are not there to help at all. I am extremely disappointed with Kiehl’s customer service. Not only did not one help to resolve this issue via email or telephone, but also they simply let the case go into a black hole by never providing a solution like they promised to.
I have contacted Kiehl’s on 24th June, 2016 re a bad acne reaction resulted from their Clearly Corrective Deep Moisture Clarifying Cream. I was given instruction to send back the product in order to receive a refund. I therefore sent back the cream on 30th June and emailed the certificate of postage to them, and no one had come back to me over the last two months. I have tried for two months to get a refund. I have talked to multiple people as well as wrote emails to their customer service department. All of whom have taken my details and said they would contact me back, and never did. Each time I called I was placed on hold and the representative would check my case and confirmed they have received the item on 10th July and a solution would be provided soon but no one did. In the last email I sent on 30th August, I have requested to file a formal complaint, and I received a reply saying they have sent my enquiry again and escalated this to the senior manager, whom would get back to me in 48 working hours. However, no one did thus far. Apparently even the senior managers are not there to help at all. I am extremely disappointed with Kiehl’s customer service. Not only did not one help to resolve this issue via email or telephone, but also they simply let the case go into a black hole by never providing a solution like they promised to.
Review: I was trying to buy kiehl's products on the website, but I was always rejected.
The reason they gave is : The credit card was rejected due to an issue with your card.
I tried with my other credit cards and I was still rejected with the same reason.
I never encounter this problem when I was doing online shopping with other companies before.
I called the customer service and asked why I was always getting rejected, they said that they could not give me the reason and ask me to go to the local store instead.
I just bought the products for my personal use and not for resale. The total amount for my order is below $100 and I did not place orders too often (two or three times per year).
I am very frustrated with the online shopping experience and I am not able to purchase their product online in the future, which is unfair for me.Desired Settlement: At least give me the reason why I was rejected for online shopping.
Business
Response:
Unfortunately there was confusion with your transactionalinformation. So the best solution for you is to visit your local Kiehl’s retailstore. We invite you to join us in store for a complementary Kiehl’s HealthySkin Check at a time that works best for you. Please contact us if you needhelp locating your nearest Kiehl’s store. Sending greetings and best wishes from everyone at Kiehl’s.
I met the same problem. I only purchased one time on Kiehl’s website in 2016, and its the spot solution that price is under $60. I’m not a resaler.
And I really need to tell you something Kiehl’s, the only reason I go online shopping is because there is no local store near me, and if I wanna go to local store then I need to drive more than 100 miles. The action that you add your customers in the black list without verifying if they are one real resaler or not is a bad idea. I’m not your fan anymore, your products are not irreplaceable. I’m not gonna to write any blogs to introduce your products and I will tell them what you have done. Sorry, Kiehl’s customers are not lambs to be slaughtered.
If you have been nice to them, they will give it back. If you have been bad to them, they just simply react back.
Review: I submitted an order and received an email stating it would ship no later than December **. It is now December **and the order has not shipped.
I placed an order on December **(order # [redacted]). I received an email from Kiehl's on December **, stating due to the overwhelming response to the black Friday/cyber Monday special offers, shipping was delayed. Although, orders would ship out no later than December [redacted]. I called Kiehl's on December [redacted]regarding the status of my order and was told the order was still being processed and there is nothing they could do. I have not been impressed with the customer service I have received and I don't believe Kiehl's should make promises that they can't hold.Desired Settlement: I requested a refund, but was told by a customer service rep that it was too late since the order was already in process. I would like a discount on this order or some form of compensation to make up for the poor service.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Review: They do not let me to place the order:
The credit card was rejected due to an issue with your card. Please check your Credit Card Verification Number or contact us at Kiehl's-###-###-#### or you may email us at [redacted] for further assistance (DM).
I verified and tried many different card, none of them work. But they all work fine in other online retail stores.Desired Settlement: Give me an explanation why I cannot make the purchase. And refund me for all the time I spent on my online shopping at kiehls.com
Review: Quite simply, I am a customer who is pleading with a company to sell its product--or to at least provide accurate information as to when the product will be available Yet Kiehl's continues to fail in this simple request time and time again. Specifically, I am trying to buy their product, "Close Shavers" Shaving Formula #31-O. This is a product that I've been buying for years, having easily spent hundreds of dollars on as time went by. I've made almost all my purchases through [redacted] or [redacted] online, or at the Kiehl's location at [redacted] mall in [redacted]. But over the past several months, the product has completely gone out of stock across retail stores. For the past month or more, people who are trying to buy and then mail the product to me here--on military deployment to [redacted]--have been to several retailers in the [redacted] area trying to find a store that actually still sells close shave. Upon asking the retail associates what happened, no one has any idea as to when the product would be back in stock but instead encouraged customers to keep checking back. After weeks of this, I had enough. I even went to the Kiehl's website which doesn't even show the product for sale (pending back order). Finally, I contacted Kiehl's customer service directly--which went nowhere.
On 10/**/14, Kiehl's representative "[redacted]" wrote in part, "We are sorry that you are having difficulty locating "Close Shavers" Shaving Formula #31-O. This product is still available, and is not being discontinued. It is currently out of stock." [Ref # [redacted]]. That was essentially a non-answer as it didn't tell me where I could actually buy the product. I then had to spend additional time and effort contacting the company to get a better answer.
On 10/**/14, Kiehl's representative "[redacted]" wrote in part, "Although Close Shavers Shaving Formula #31-O 1.7 fl oz (50 ml) is out of stock we expect it to be available again in December 2014." She advised me to try shopping at the [redacted] website, which does not currently have the product in stock. [Ref # [redacted]]Desired Settlement: However, I'm disappointed that no one in the company seems to know when the product will be back in stock. My guess is that there is more to the story here. Kiehl's is supposed to be a national, reputable, professional company. A customer should not have to expend this much effort simply to try to find the product. Moreover, it is hard to believe that a product could sell out nationwide yet Kiehl's is unable to back order it or even to know when the product might be available again. Really, it shouldn't be this difficult to answer such a simple question. I've been a long-time, loyal customer that has been buying the close shave and other products through for years. It is difficult to comprehend how Kiehl's would not know when it's own product will be back in stock. Can you please escalate my inquiry to a member of management who will then be able to provide a legitimate answer?
Further, as compensation for the amount of effort I've had to spend pleading with the company, I quite reasonably ask for a $100 product discount coupon. Thank you in advance for your attention to this matter.
Business
Response:
Thank you for your interest in Close Shavers #31-0 Shave Oil. The product has been temporarily out of stock but it's coming back in March 2015.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:
The company's response is disengenuous at best. Employees [redacted] and [redacted], via their e-mails on 10/** and 10/**, gave contradictory information. That included one response that the product would be available in December. And now the company is giving a third response. This time, it will be available in March 2015. Moreover, the company decided not to even address my proposed resolution, which was quite fair and reasonable given that I am essentially pleading with the company to sell me its product. Kiehl's inconsistent responses and one sentence reply to my complaint clearly show that the representative the company has replying to Revdex.com complaints does not take their role seriously. It is unacceptable for a company to be so incompetent and deceptive.So now this complaint has become two-fold: one, Kiehl's can't give a consistent answer as to when its product will be in stock; and, two, Kiehl's corporate Revdex.com complaint handling office is deficient. Therefore, I kindly ask the Revdex.com to please escalate this matter to someone at Kiehl's that is more senior to the respresentative that initially responded to this complaint. In the meantime, please list this complaint as UNRESOLVED. Thank you.Sincerely,