-
January 2024 by Eric C
Tried to do an exchange without a receipt through my cousin for her Christmas gift as I’m out of the city, even though I was able to provide screenshots of my account, the points I received from the original purchase, and my credit card. I even mentioned that I purchased the product at their 25% off promo to not take advantage of getting more of the value that I paid for.I understand that generally you need a receipt, but I was also told that an e-receipt is also sent to customers. I was then told right after that their system was also not a set up that it may not even be sent to customers. So, what is the point of this sophisticated system in 2024 that you can’t process an exchange after giving all the information, that other stores conclude is sufficient information? I’m also sure around this time after the holidays that I’m not the only one wishing to do a product exchange. Even when you do exchanges at high-end boutiques without a receipt, the information that I gave would’ve been more than enough information to process the exchange.Anyways, I ended up insulting the store manager over the phone a couple times because of her condescending tone and lack of service over a very simple transaction.Avoid the manager with glasses, she seems like she takes her interpersonal stress out on complicated situations with her customers. The other staff were absolutely pleasant when I initially made this purchase.
-
January 2024 by AnthonyGL
ATTN: HECTORI’ve spent a lot of money at Kiehl’s. This time, I had an issue with a product and I’m so glad that HECTOR answered the phone. He asked me to come in, personalized my situation, did an exchange, educated me on what I should do in the future, and made sure that I was a happy customer. AMAZING SERVICE! Above and beyond. I’ll be going back to this location and looking forward to future service from Hector. THANK YOU HECTOR!
-
December 2023 by Chi
Lydia was amazing helping me navigate my recent purchases for myself and gifts for the holiday. I would recommend seeking their assistance when you're shopping at the Eaton Centre location.
-
October 2023 by Samantha
I had such a great experience today! I came in for an appointment for the derma skin reader analysis and was recommended some products, Hector who helped me today was so friendly! Thanks so much again :)
-
August 2023 by Michael Fig
I recently made an order to Kiehl's Canada for a product that I like using. After paying the expected but somewhat exorbitant price (which I accept), my order was noted to be "expedited" shipping (Kiehl's words, not mine). Three days later, I got an e-mail saying my order is being prepared. 10 days later, no order. I reached out by e-mail and got no response. I called multiple times and received recorded messages or was disconnected. Never could speak to a person. One of the messages said essentially that Kiehl's is having some issues with their warehouse deliveries and that we are all out of luck. I wrote again, noting that this was unacceptable and I will be suing. Of course, the delivery came 2 days later, about 3-4 weeks after the date of the order.Kiehl's then asked for a review and I gave a poor but honest one (as above). I received an e-mail saying that Kiehl's moderated my review. In corporate speak, this means my review was removed.This, in essence, is the current corporate world. Charge a fortune for a product or service. Make a promise. Do not follow through. Ask for a review but then only accept positive reviews. There should be laws that force companies to publish all reviews, good and bad. Anything less is dishonest. In any event, be aware that with Kiehl's, you can be sure the bad reviews on its site have been "moderated" (i.e. deleted) and you should discount accordingly.And now to respond to the Kiehl's RESPONSE BELOW:1. My comment above was not an "inquiry" as you have stated. It is a complaint (that is only getting bigger)2. Kiehl's is responsible for more than its products. It is responsible for it's website, customer service, deliveries, etc. To suggest, indeed admit, that Kiehl's is deleting any negative reviews unless it relates specifically to its product is both absurd and an unacceptable corporate practice. All negative reviews about any aspect of Kiehl's business should remain on Kiehl's website. It does not matter what the cause of the delayed delivery is or was; Kiehl's is responsible. If Kiehl's does not want the complaint associated with a product, start a new category of comments "non-product specific reviews". Pretty simple, eh. Bet you won't do it.3. Of course there is no record of my writing or calling. NOBODY answers the phone. There are at least two e-mail notes that I sent on Kiehl's official forms but Kiehl's (smartly and intentionally, I am guessing) does not provide the writer with a copy of the note. As the Kiehl's phone system often hangs up on its customers after they are forced to listen to many recorded messages, there would be no record of these attempts.4. Lastly, there was absolutely nothing on Kiehl's website about warehouse problems at the time of my on-line order. If there had been, I would not have ordered the product.5. So while I appreciate that you wrote back, my comments remain the same and my one word conclusion below stands.Shame.
-
August 2023 by BadgerowC K
As a returning customer, Kiehl’s customer experience serves is one of the worst in my experience. We were making a purchase in June, 2023 and received a defective retinol skin -renewing daily micro-dose serum, the pump and actuator were not functioning and we cannot verify it’s empty or used. We contacted online chat agent to request a replacement, and followed her instructions to squeeze 30+ times as testing but unsuccessfully for any serum extracted from the bottle at all. Then we gave her all the information she needed and upload the video though their website as proof. She was not able to do replacement at the first time until we ship back the product for further investigation and ask us to wait for the reply. After we ship back the package and confirmed the package arrived their warehouse, but there is no reply until we send them email. However, they replied us the product parts are functional, some serum stuck in the straw and there no replacement or refund. We feel embarrassed by Kiehl’s customer service reply and quality control, who didn’t verify the product sending to us was band new, defective, previously returned or miss placed, but pre-justified or assumed customer tried to take advantage from Kiehl’s. Then, please explain the situation where the micro-dose can not squeeze out a drop when it was delivered to my home. One week after this incident, and unfortunately, we did not hear the company reply to our complaints or may be they simply ignore customer feedback as well.
-
April 2023 by Anna Ivanova
My experience at Kiehl's was exceptional, largely due to the outstanding service provided by the sales associate Elsie.I was thoroughly impressed by the level of knowledge and expertise that the sales associate Elsie displayed. From skincare routines to the benefits of different ingredients, she was able to provide me with detailed and helpful information that ultimately helped me make an informed decision about which products to purchase.
-
April 2023 by Daniel De Guzman
Amazing customer service from Kiehl's. The staff at this location were super accommodating, knowledgeable and professional. Shout out to Angela for taking the time to listen to my skin concerns, utilizing the Dermareader tool and explaining the various current skin issues it highlighted, as well as coming up with a thorough and comprehensive skin care product routine for me to use. After informing her that I wanted to use up my current products before switching over and doing a full Kiehl's lineup, she was very understanding and made sure to create a profile so I could save the products she recommended for future reference, and also sent a few samples of these products to try at home. Will be coming back again very soon! ?
-
April 2023 by Anand Gopaul
I'm new to skincare and had gotten a consultation at the Queen Street location, the representative told me that there's a "Derma reader" at this location that can look under your surface layer to see what is going on. When I went in the representative Beth was welcoming and went above and beyond taking me throught the process, she went very in depth about evey result, how my skin could be improved and what my skin does well. She had also ran the same diagnostic skin assesment I had done at the Queen location and we got expremely similar results. They really know what they're talking about at Kiehl's and the assessments tools are are so informative and actually work!
-
November 2022 by Safina Binte Alam
Love their skincare and hair care products.Stuff are very helpful finding the right product for oneself.
-
November 2022 by Charles D
Good store for skin care products, male or female.
-
November 2022 by Britt M Anderson
Always friendly and knowledgeable staff.
-
November 2022 by Torqcon
A engineered cream for everything
-
November 2022 by Kiyavash Aba (Kia)
Had the best experience ever at this location please ask for Angela she is an angel she helped me find the best products suited towards my skin. I’m so happy I came to kiehls and I will always be a regular customer best skincare place ever and best worker Angela .
-
November 2022 by nada rajeh
Angela was the sweetest! She gave me the best advice on skincare. I’m happy with the products I got. Im definitely coming back! :)))
