Kiehl's — Local services in Dallas

I was underwhelmed by the customer service yesterday. I went in to pick up an online order, and when I asked the assistant at the register, she delegated the task to another assistant. I don’t know why she couldn’t just go get it herself since there wasn’t anyone checking out, and the store was very slow. Regardless, that was fine as long as I got my order. The assistant, Fayiza(unsure if that’s her name as she never introduced herself, but this name was on the receipt), went in, but came back with a wrong order. Even though I showed her my ID twice, she didn’t bother to write down the name and kept going back and forth three times checking my name, saying “we don’t have it”. I don’t understand why she couldn’t just write down the customer’s name or order number, which I also showed from my email confirmation, if you have difficulty remembering. After many attempts and taking her sweet time, she found the order. Of course she did not even apologize for taking so long, nor thank the customer at the end for coming in. Also, when I asked for samples, she literally said “what samples?”. I‘ve never been asked that at any other cosmetic stores. Why is giving samples something she’s annoyed about? I wasn’t being rude at all or demanding something out of ordinary. I just felt like none of them wanted to work there. Completely flat affect, no smile, no appreciation for the customer. Kiehl’s need to re-train their employees....

I’ve been using Kiehl’s consistently since 2016. But I think it’s time to find another brand. Two moisturizers I purchased online, one last year and the other a few months ago, arrived with an odd texture and color to it. Upon returning both of them to the store, the associate I dealt with informed me that the letter system for their manufactured year stated those products were 4 years old. Why is Kiehl’s selling product that should have been trashed years ago? Now last week, I placed an order online for same day pick up (as many consumers shop today) but when I took the product to return today due to unsatisfactory, I was told I can not return the product in store, that the return process for online orders (even if the product was from that location and not shipped in) had to be shipped back to Kiehl’s. This system is completely and utterly absurd. The time spent to complete a return is outrageous, and at the consumers expense is insane. I have NEVER heard of a retailer forcing you to pay to ship a product back to the manufacturer, when that was purchased at a local location. I have no idea how this return method was ever approved but it is the most ridiculous process I’ve ever heard of. I’m not asking for anything out of the ordinary. I purchased the item in the store, I should be able to return it in the store, and stop selling expired products! That is grossly...

Always a must stop if you need hair care, body care, or facial creams and serums. The workers here are genuinely very friendly, helpful, and not pushy at all. It can be a little overwhelming how many products they have, but the workers really take the time to help find a routine that works best for your skin and life style.

One new thing they have recently implemented is a new rewards program. Many people, including me, will likely find their new rewards program to outweigh department store points and gifts. My recent visit to the store showcased one of the private parties and events that they will have for their customers. Great customer service, great products, and an overall...