Kiehl's — Local services in New York

How about zero stars to represent the non-existent customer “service?” I purchased several items at the Upper East Side store on Lexington Avenue. These items were for my wife. She did not want the items I purchased. I attempted to have these items refunded. I misplaced the original receipt, but kept the gift receipt. I showed the personnel at this store the gift receipt and my credit card receipt, which listed the date, time, store information and total amount purchased. These were not enough for the store personnel. I was informed by store personnel that there was “an error” with the gift receipt I presented and was further informed that the items could not be refunded at that moment. The individual who was “assisting” me asked me to call him later to resolve this issue. I called on two separate occasions and was informed on both occasions by someone else that this person, who I assume to be the store manager, was not available. During my second call, I was informed that the store manager would call me as soon as he got out of his meeting. He never called me back. I continued calling and was finally able to speak to this manager the next day and informed that it was “likely” that the issue could be resolved if I returned to the store in a few days....

I ordered one of their products on November 24 and chose to picke it up at 841 Lexington Ave. When I got there the next day, they couldn’t find my order. The sales girl asked me twice what my name was, she went back to look for it and couldn’t find it. Then the store manager took over and she asked me for my name, and I told her for the third time what my name is. It is not a difficult name. Then she tells me that I must’ve not ordered it to be picked up at another store. So I showed her my confirmation on my phone with the Store’s address. I also asked if I could be credited since I put my credit card number in the order, and she looked at me as though I was speaking are foreign language. Not only did I not get an apology But she gave me a cold stare, and said I need to change my attitude. I said I’m going to deal with the saleswoman not you. And she walked away. I had a very good experience with the young saleswoman who sold me what I wanted. This store manager should really not be working there or should...

Ester made my experience at this location so wonderful!! Her customer service was superb. I was a first time customer and she was super patient with me. She answered all of my questions and concerns, took her time to go through her recommendations based on my needs and went into depth about each products benefits thoroughly and clearly. She was extremely personable, warm, and friendly and made my experience so much better. I recently got a new apartment and wanted to revamp my entire skin care, body, and hair routine and I left feeling very confident in my selection thanks to Ester. I will definitely be returning thanks to her and am officially a loyal customer excited to continue with the brand. Thank you again, Ester you...