Kiehl's — Local services in New York

I popped in the store because I had a discount and certificate for deluxe samples. I wasn't aware that most Kiehl's locations give samples anyway (the last one I went to, let's just say they were stingy with that, perhaps because I look young and wore super casual clothes and did not speak with vocal fry?) and had been purchasing Kiehl's products online. I browsed the store since I wasn't particularly buying for something for myself, just a small gift to bring to a friend that loved anything Kiehl's or New York. There was a patient, non pushy/space invading gentleman who asked if I had any questions once and didn't follow me around the store once I said I was just looking. I ended up getting a NYC edition Ultra Facial Cream (perfect!) and went to the register. The check out was done by a wonderful woman with amazing lip color (it was a great, eye popping matte red) who was super nice and provided excellent customer service. I wasn't treated any differently for just purchasing one item and using a discount. She apologized since the location didn't have deluxe size samples, but offered to give quite a few extra sample packets instead. She was very knowledgeable and gave me a quick but efficient consultation and suggested samples based on my skin type and what products I used. She also suggested that I should check out the other Kiehl's locations for the deluxe samples I was looking for. Like I said, very knowledgeable, very nice, and not pushy and Kiehl's products are well known for being great quality. I hope the next Kiehl's location I check out will have just as great employees as the Hell's...

My husband and I took a trip to NYC last week from Houston. We stopped into the Hells Kitchen store on Sunday looking for small bottles of heavy duty moisturizer, since the days of cold weather and going in and out of heated buildings had really dried my skin out. The moisturizers typically used at home were not enough for the harsh conditions in NYC! The staff was extremely kind and helpful, and we left with a bunch of samples and trial sizes. I used a bunch the moment I returned to the apartment we were staying in and immediately felt so much better! I love the Cilantro Mask and the eye and facial moisturizers recommended are wonderful. My skin and my feet were so thankful for the body creme! I will be heading to Kiehls in Houston today for some of the Rosa Arctica eye balm I sampled, and shaving products for my husband. I will definitely return to the Hells Kitchen location for supplies next time I am in NYC! Thank you, thank...

In December, I placed an order for three of Kiehl‘s ultra facial cream and one hand salve.

When the order came, it contained only the hand salve…

but the packaging slip indicated that all products had been shipped.

Is that even legal???

so the three facial creams that I ordered I was billed for, but they weren’t in the package.

I had to personally call 📞 When the order was pulled up

After finally going back and forth with the customer representative

I was told that they wouldn’t be able to fill the facial cream order and that they would refund me.

My question was why in the world did they ever charge me in the first place if they never shipped it in the first place.

Is that even legal???

What a waste of energy and time on my part and very disappointed in Kiehls for the back and forth for doing this!

Thank goodness I...