Review: I am not able to submit order no matter which card I am using through Kiehls website. All the cards I used ([redacted]) are valid through other websites, but they all got rejected from Kiehl's website. But the website kept saying "There's a card issue" which misled me several times.
After I called customer service, the order still can not be submitted with my cards. But obviously my card does not have any problems with other websites. The customer service also refused to provide me any detail about this order. She also hurried hang up my phone.
I had been Kiehl's loyal customer for 5 years and I only buy 1 or 2 times a year which means I can't be re-seller. As I know, lots of Asian named people faced the same situation this time. We can not submit orders no matter what and Kiehl's did not provide any solutions. I believe this is discrimination from Kiehl's, which is awful.Desired Settlement: Need explanation and want to be able to submit order.
Consumer
Response:
At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted].Sincerely,
Review: On October [redacted], 2014 I attempted to place two orders on Kiehl's.com website. One for myself and one to send as a gift to my father. I had problems placing both orders, and received emails that there were billing issues with both orders. I contacted Kiehl's via phone twice to correct these "issues" which were non existent. They allegedly just wanted to confirm my information. Of the two orders, one finally processed. The second order, never did and even though they told me their was nothing wrong with the order, it cancelled itself, saying my credit card wouldn't authorize it. Not only did my credit card NOT block the order, the credit card company assured me Kiehls NEVER tried to charge the card. I called back again and explained all this to someone else. They tried placing my order over the phone on multiple credit cards. None would go through. They said they would submit my information and problems to billing who would write me back. I called again. Finally I reached someone who told me that the reason my cards were being denied was because "I order too often," however she could see this was a mistake as I'd placed one order. She assured me she would send it to the appropriate department to be fixed and call me that night or the next day. No one called. All in all I attempted to have my order go through on numerous cards, pay pal account, sent to my address or family addresses and it always fails. This is insanely frustrating. I just want to place an order.
I called Kiehl's the following times to resolve this: (all 2014 dates)
10/**- [redacted], 4 min
10/**- [redacted], 15 min
10/**- [redacted], 15 min
10/**- [redacted], 8 min
10/**- [redacted], 26 min
As you can see I've spent over an hour on the phone over numerous phone calls with Kiehls and I am always assured the problem will be looked into and someone will get back to me. No one ever does.
Finally, after being promised on the last call on 10/** that someone would absolutely be contacting me, I gave up and decided to wait a few weeks before placing an order to see if the system reset itself.
I recently tried to place orders and it still will not let my order go through. This is insane. I just want to purchase the product. I would assume Kiehl's would want to sell its product.Desired Settlement: I would like Kiehl's to have someone look into this and fix the situation so that I can place an order on their website and not be "banned" for no reason. I also would appreciate someone reaching out to me via email letting me know why this happened and that it won't happen again.
Business
Response:
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.
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:
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,
Consumer
Response:
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]
Review: I have requested numerous times for the company to stop sending me emails and mailings. They have responded each time saying they would remove me, but I continue to receive emails and mailings.Desired Settlement: Permanent and complete removal of my name, address, and email address from all emails and usps mailings.
Business
Response:
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]
Review: I called there Customer Service on 2/*/16 and I spoke to a representative regarding an order that was placed as a complimentary for there Birthday Balm I called to check when I am going to receive the product and the lady that I was speaking to was telling me that you are supposed to purchase something along with the birthday balm I told the rep that the previous rep I spoke to told me that she was going to send the balm as a courtesy so this rep told me that I was misinformed about this and I asked her how come it wasn't in her notes and apparently she repeated her speech by saying "[redacted]" and she repeated this many times I am tried of this kind of service when you request something and they tell you that they are going to do send it as a courtesy then they need to give you an order number or somethingDesired Settlement: I would require a refund/gift card and an apology for the inconvenance they caused me on the phone
Business
Response:
I am very sorry to hear about the customer services you received. We would be glad to send you the lip balm you were promised.
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.
Review: Dear Sir or Madam: I am writing to request a file a formal complaint and request a full refund, and reconsideration of the above-referenced product from consumer use. As an avid and life-long Kiehl’s consumer, I have used and appreciated the various product lines that Kiehl’s has sold over the years, from the Blue Herbal and Ultra Facial to Abyssine and Cryste Marine collections, and I was eager to try the Line-Reducing Eye-Brightening Concentrate from the Dermatologist Solutions line. I did so for the first time earlier this week. The first thing I noticed was a slightly warm sensation around the orbital bone under and over my eyes. I thought this was a particularly interesting, cosmetic effect of the product, albeit a bit strange, but not altogether unpleasant. However, on my fourth use yesterday, I was shocked to discover that the Concentrate caused a burn on my upper lid of my right eye. It felt like a burning sensation, and visibly resulted in a raised and slightly pink-colored bump that is still sore today, a day later, which I took pictures of should you require visual evidence. As a result, I am writing to advise you that this product may cause others similar types of burns in and around their eyes as it did for me. Perhaps, the “potent concentration of Pure Vitamin C 10.5%” and Haloxyl” is a persuasive marketing strategy, but for me, it resulted in a medical burn. I have had to resort to keeping an ice pack on my right eye and cannot wear any eye makeup for fearing of inflaming the area even more. In brief, I am a very loyal customer of Kiehl’s. Indeed, the company’s product lines have never ceased to amaze. Due to the range of products you offer, I have successfully transitioned from products that I considered essential in my 20s to what I feel I need now in my late 30s. However, the Concentrate is a huge disappointment, and I question the research and development that went into this product, as I have never experienced anything like what happened. Thank you for your anticipated assistance and cooperation in this matter. I look forward to hearing from you shortly.Desired Settlement: Full refund and improved product R&D for consumer use
Business
Response:
SINCE 1851
Thank you for forwarding this complaint for our follow-up.
Our company has a policy of following up on all letters from consumers. When there is a complaint, we generally offer compensation, as well as any other help that may be appropriate.
Attached is a copy of our response to this complaint. If there are any further questions, I can be reached at [redacted], Monday through Friday, 9:00 am to 5:30 pm, ET.
Dear [redacted],
Thank you for contacting us about your experience with Line Reducing Eye-Brightening Concentrate.
Our products go through extensive testing in an effort to provide the best and safest possible products for our consumers. However, even the safest products may contain ingredients to which a few individuals may react.
It is possible to react to one or more of the ingredients in our products. Reactions can be produced by almost any substance in our environment, including foods, drugs, animals, clothing materials, household products, cosmetics and personal care items. These substances cause most people no problem, but individuals sensitive to a material can react whenever coming in contact with it. It is also possible to develop reactions to a material that has caused no problems in the past. This type of reaction disappears when contact with the material is avoided.
Your refund check is enclosed.
Since we are all individuals and respond differently to products, perhaps you might find one of our other products more suitable for your needs.
Sincerely,
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.
Review: I have tried for 5 weeks to get an issue with a gift card that was purchased resolved. I have talked to multiple people, all of whom have taken my email and phone number and said they would contact me back, and never did. Each time I called I was placed on hold and transferred to another department. Every department told me something completely different. They call it customer service however it seems that NO ONE wants to help you.Desired Settlement: The gift card in question was for $50.00. I would like a $50 gift card or E-gift card that works and I can actually use.
Business
Response:
Dear [redacted]: Thank you for bringing this toour attention. We will most certainly honor your gift card and have emailed youto facilitate this process. We apologize for any inconvenience. Your friends at Kiehl’s.
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.
Review: Kiehl's is refusing to remove my contact information from their marketing emails and mailings. I have unsubscribed from their company's email subscription service multiple times, have contacted their customer service department regarding the issue multiple times, and continue to receive unwanted emails and mailings.Desired Settlement: I want Kiehl's to permanently remove my email and address from their system for all of their marketing campaigns and discontinue any contact with me.
Review: On May/**/2015, I made two online orders at Kiehl's: [redacted] and [redacted] with a total price of 638.44, which should have been delivered to me around May [redacted] However, I didn't receive any of these two packages. Then I called Kiehl's and sent them email many times from June * to August **. Finally, Kiehl's representative responded me, stating they had delivered them to me. Since I didn't get them, I emailed asking them where they had sent me my products and what company delivered them to me. Then Kiehl's representative Lorrie sent me a email full of mistakes which shocked me a great deal. There are so many "?" marks and "Lanc?" phrases in her email that confused me. What is worse, Lorrie invited me "to contact us online at www.[redacted]-usa.com or at [redacted](###-###-####)". Why should I contact [redacted]? I didn't order articles at [redacted] but Kiehl's. This ridiculous suggestion might indicate that Kiehl's didn't deliver my packages at all. I complained to Kiehl's on 09/**/2015. However, I didn’t get any response from Kiehl's.
I sincerely hope that Revdex.com will help me ask Kiehl's to reimburse my loss.Desired Settlement: Kiehl’s should be responsible for the loss of my products, for the loss of my time and energy and psychological trauma in dealing with them for such a long time of five months.
Review: I am not able to submit order no matter which card I am using through Kiehls website. All the cards I used ([redacted]) are valid through other websites, but they all got rejected from Kiehl's website. But the website kept saying "There's a card issue" which misled me several times.
After I called customer service, the order still can not be submitted with my cards. But obviously my card does not have any problems with other websites. The customer service also refused to provide me any detail about this order. She also hurried hang up my phone.
I had been Kiehl's loyal customer for 5 years and I only buy 1 or 2 times a year which means I can't be re-seller. As I know, lots of Asian named people faced the same situation this time. We can not submit orders no matter what and Kiehl's did not provide any solutions. I believe this is discrimination from Kiehl's, which is awful.Desired Settlement: Need explanation and want to be able to submit order.
Consumer
Response:
At this time, I have not been contacted by Kiehl's regarding complaint ID [redacted].Sincerely,
Review: On October [redacted], 2014 I attempted to place two orders on Kiehl's.com website. One for myself and one to send as a gift to my father. I had problems placing both orders, and received emails that there were billing issues with both orders. I contacted Kiehl's via phone twice to correct these "issues" which were non existent. They allegedly just wanted to confirm my information. Of the two orders, one finally processed. The second order, never did and even though they told me their was nothing wrong with the order, it cancelled itself, saying my credit card wouldn't authorize it. Not only did my credit card NOT block the order, the credit card company assured me Kiehls NEVER tried to charge the card. I called back again and explained all this to someone else. They tried placing my order over the phone on multiple credit cards. None would go through. They said they would submit my information and problems to billing who would write me back. I called again. Finally I reached someone who told me that the reason my cards were being denied was because "I order too often," however she could see this was a mistake as I'd placed one order. She assured me she would send it to the appropriate department to be fixed and call me that night or the next day. No one called. All in all I attempted to have my order go through on numerous cards, pay pal account, sent to my address or family addresses and it always fails. This is insanely frustrating. I just want to place an order.
I called Kiehl's the following times to resolve this: (all 2014 dates)
10/**- [redacted], 4 min
10/**- [redacted], 15 min
10/**- [redacted], 15 min
10/**- [redacted], 8 min
10/**- [redacted], 26 min
As you can see I've spent over an hour on the phone over numerous phone calls with Kiehls and I am always assured the problem will be looked into and someone will get back to me. No one ever does.
Finally, after being promised on the last call on 10/** that someone would absolutely be contacting me, I gave up and decided to wait a few weeks before placing an order to see if the system reset itself.
I recently tried to place orders and it still will not let my order go through. This is insane. I just want to purchase the product. I would assume Kiehl's would want to sell its product.Desired Settlement: I would like Kiehl's to have someone look into this and fix the situation so that I can place an order on their website and not be "banned" for no reason. I also would appreciate someone reaching out to me via email letting me know why this happened and that it won't happen again.
Business
Response:
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.
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:
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,
Consumer
Response:
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]
Just don’t buy their products. They should not add you in the black list kist because you have an Asian name. This is racist.
Review: I have requested numerous times for the company to stop sending me emails and mailings. They have responded each time saying they would remove me, but I continue to receive emails and mailings.Desired Settlement: Permanent and complete removal of my name, address, and email address from all emails and usps mailings.
Business
Response:
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]
Review: I called there Customer Service on 2/*/16 and I spoke to a representative regarding an order that was placed as a complimentary for there Birthday Balm I called to check when I am going to receive the product and the lady that I was speaking to was telling me that you are supposed to purchase something along with the birthday balm I told the rep that the previous rep I spoke to told me that she was going to send the balm as a courtesy so this rep told me that I was misinformed about this and I asked her how come it wasn't in her notes and apparently she repeated her speech by saying "[redacted]" and she repeated this many times I am tried of this kind of service when you request something and they tell you that they are going to do send it as a courtesy then they need to give you an order number or somethingDesired Settlement: I would require a refund/gift card and an apology for the inconvenance they caused me on the phone
Business
Response:
I am very sorry to hear about the customer services you received. We would be glad to send you the lip balm you were promised.
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: Dear Sir or Madam: I am writing to request a file a formal complaint and request a full refund, and reconsideration of the above-referenced product from consumer use. As an avid and life-long Kiehl’s consumer, I have used and appreciated the various product lines that Kiehl’s has sold over the years, from the Blue Herbal and Ultra Facial to Abyssine and Cryste Marine collections, and I was eager to try the Line-Reducing Eye-Brightening Concentrate from the Dermatologist Solutions line. I did so for the first time earlier this week. The first thing I noticed was a slightly warm sensation around the orbital bone under and over my eyes. I thought this was a particularly interesting, cosmetic effect of the product, albeit a bit strange, but not altogether unpleasant. However, on my fourth use yesterday, I was shocked to discover that the Concentrate caused a burn on my upper lid of my right eye. It felt like a burning sensation, and visibly resulted in a raised and slightly pink-colored bump that is still sore today, a day later, which I took pictures of should you require visual evidence. As a result, I am writing to advise you that this product may cause others similar types of burns in and around their eyes as it did for me. Perhaps, the “potent concentration of Pure Vitamin C 10.5%” and Haloxyl” is a persuasive marketing strategy, but for me, it resulted in a medical burn. I have had to resort to keeping an ice pack on my right eye and cannot wear any eye makeup for fearing of inflaming the area even more. In brief, I am a very loyal customer of Kiehl’s. Indeed, the company’s product lines have never ceased to amaze. Due to the range of products you offer, I have successfully transitioned from products that I considered essential in my 20s to what I feel I need now in my late 30s. However, the Concentrate is a huge disappointment, and I question the research and development that went into this product, as I have never experienced anything like what happened. Thank you for your anticipated assistance and cooperation in this matter. I look forward to hearing from you shortly.Desired Settlement: Full refund and improved product R&D for consumer use
Business
Response:
SINCE 1851
Thank you for forwarding this complaint for our follow-up.
Our company has a policy of following up on all letters from consumers. When there is a complaint, we generally offer compensation, as well as any other help that may be appropriate.
Attached is a copy of our response to this complaint. If there are any further questions, I can be reached at [redacted], Monday through Friday, 9:00 am to 5:30 pm, ET.
Dear [redacted],
Thank you for contacting us about your experience with Line Reducing Eye-Brightening Concentrate.
Our products go through extensive testing in an effort to provide the best and safest possible products for our consumers. However, even the safest products may contain ingredients to which a few individuals may react.
It is possible to react to one or more of the ingredients in our products. Reactions can be produced by almost any substance in our environment, including foods, drugs, animals, clothing materials, household products, cosmetics and personal care items. These substances cause most people no problem, but individuals sensitive to a material can react whenever coming in contact with it. It is also possible to develop reactions to a material that has caused no problems in the past. This type of reaction disappears when contact with the material is avoided.
Your refund check is enclosed.
Since we are all individuals and respond differently to products, perhaps you might find one of our other products more suitable for your needs.
Sincerely,
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: I have tried for 5 weeks to get an issue with a gift card that was purchased resolved. I have talked to multiple people, all of whom have taken my email and phone number and said they would contact me back, and never did. Each time I called I was placed on hold and transferred to another department. Every department told me something completely different. They call it customer service however it seems that NO ONE wants to help you.Desired Settlement: The gift card in question was for $50.00. I would like a $50 gift card or E-gift card that works and I can actually use.
Business
Response:
Dear [redacted]: Thank you for bringing this toour attention. We will most certainly honor your gift card and have emailed youto facilitate this process. We apologize for any inconvenience. Your friends at Kiehl’s.
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: Kiehl's is refusing to remove my contact information from their marketing emails and mailings. I have unsubscribed from their company's email subscription service multiple times, have contacted their customer service department regarding the issue multiple times, and continue to receive unwanted emails and mailings.Desired Settlement: I want Kiehl's to permanently remove my email and address from their system for all of their marketing campaigns and discontinue any contact with me.
Review: On May/**/2015, I made two online orders at Kiehl's: [redacted] and [redacted] with a total price of 638.44, which should have been delivered to me around May [redacted] However, I didn't receive any of these two packages. Then I called Kiehl's and sent them email many times from June * to August **. Finally, Kiehl's representative responded me, stating they had delivered them to me. Since I didn't get them, I emailed asking them where they had sent me my products and what company delivered them to me. Then Kiehl's representative Lorrie sent me a email full of mistakes which shocked me a great deal. There are so many "?" marks and "Lanc?" phrases in her email that confused me. What is worse, Lorrie invited me "to contact us online at www.[redacted]-usa.com or at [redacted](###-###-####)". Why should I contact [redacted]? I didn't order articles at [redacted] but Kiehl's. This ridiculous suggestion might indicate that Kiehl's didn't deliver my packages at all. I complained to Kiehl's on 09/**/2015. However, I didn’t get any response from Kiehl's.
I sincerely hope that Revdex.com will help me ask Kiehl's to reimburse my loss.Desired Settlement: Kiehl’s should be responsible for the loss of my products, for the loss of my time and energy and psychological trauma in dealing with them for such a long time of five months.