Kiehl's Since 1851 — Local services in Austin

Kiehl's is refusing to provide me a $154 refund. It is has been 3 weeks and still no refund. The shipment never arrived to my door and I am NOT responsible for their lost shipment. The delivery confirmation clearly states their package was misdelivered "near lockers" and NOT my address. The loss of a package is the responsibility of the shipper and Kiehl's refuses to follow up with UPS and give me a full refund. Kiehl's gave me a case # and told me the problem would be "escalated" to a manager and they would follow up with UPS and then me in 10 days or less. But it's been 3 weeks since all this started! UPS does not follow with the "package investigation" and Kiehl's does not follow up with me or with UPS. I'm the only one calling. Initially, UPS told me they'd resolve the "investigation" in 8 days but 10 days later, I call them and I'm told the "investigation" has been extended for an unknown amount of time b/c the driver refuses to respond to the inquiries. I called Kiehl's after 11 days, and they have no idea b/c they are just waiting for UPS to update and no one is checking in. Also, Kiehl's customer service has repeatedly refused to connect me to a manager or to issue a refund. The delivery confirmation clearly states the package was not delivered to my address. UPS is avoiding filing a claim. Kiehl's is refusing to issue me a refund b/c their "policy" requires UPS to respond first. They have all the evidence they need in the delivery confirmation. Kiehl's can call my leasing office and confirm that I do not have a locker. They can also confirm that locker room is not secured but open to all residents of the 20+ units in this complex 24/7 and also open to anyone who walks into the main building during open hours. I've been a member with Kiehl's since 2018 so they can also look at previous orders and confirm that shipments that arrive to my door are received. This...

I wanted to share my experience today, which I don’t normally do but I made time for this. Samantha is who did not really lend a hand besides watching me the entire time shop and also the one who greeted me, which went fine. However, as soon as I started to look at additional products, (with no alcohol in the ingredients) I began to ask about products, the difference, if it had alcohol in it or not and CLEARLY she was not knowledgable about any of the products outside of what the product says on the front. She began to find a sample of 1 of the 3 items I had in my hand to let me know it has alcohol in it. As I went to ask about the last product she opened a drawer and began to look for a sample bottle, found it, then told me that it didn’t have the ingredients on it, I had to show her where the ingredients were on the bottle, which is in the peel back label - as you can imagine the words are super small so she holds it open, nowhere near close to where I can read it, as I asked politely to see it closer she held the bottle and paper so tight and close to her so that I couldn’t hold it, or really even see it. I don’t know what the expectation for customer service is at this store but if this is it - I’m never going back. I almost did not buy that product because she was no help as far as being knowledgeable about products and then acted as if I couldn’t hold the sample bottle. She needs to be taken off the floor for more training or she needs to find another job like a fast food restaurant where you don’t really have know anything about anything besides ringing up food. This experience left a really bad taste in my mouth as a new customer who is looking for quality...

I normally don’t give review for my purchase. But the purchase experience that I had this time at this location is really awful. I placed 3 orders online and went pick up in store. When I get there and I realized they have a better deal in store. So I asked to cancel my online order and did my purchase in store instead. I asked for the online order cancellation receipt, the store manager Sarah stated the online purchase has been canceled. There is no receipt will be provided. It should not charge to my account since it never been picked up and wrote a note to me for the promise. Few days later, the online order transaction post to my account and I called back, the store manager Sarah told me their inventory is correct and she will look into it and call me back. Of course, I wait and wait and never happened. So I had to call the customer service line to ask for refund my own. The customer services rep. indicate the records showed the items were picked up. And I had to explain again. I was able to get 2 refunded but there is one still hanging. I call back to the store to ask them to take care of it for me, the other staff promised will take care of it but never did. No follow call and the issue never been fixed. The customer service...