Kiehl's Since 1851

Very worth it -- go if you're thinking about it 🙂 Another vote for Nyasa. She knew her skin and ingredients stuff. Helped us pick out alternatives for discontinued products as well on this trip restocking up. Recommended products based on skin type and how to bundle to save, and ofc samples of new things to try! ☺️

The store manager, Josh, took such good care of me. He was so gentle and explained each step while applying products to my skin. I’m so impressed with his level of knowledge and ability to explain it in layman’s terms! I am stocked up and so grateful. It’s been a few weeks and my skin has improved beyond belief. Thank you thank you thank you!!

Since the company has such a shoddy web operation and no feedback for its terrible online order fulfillment (no accountability to its loyal customers) I'm leaving this review for its flagship store. Kiehls online is a joke. From the glitchy website to the pathetic checkout process and long waits for shipping and awful customer service, they should really just close its web operation until they are up to the standard of any small business. Pretty simple: i was happy to pick up the order i made 2 weeks ago in any store (I'm in NYC) but they said that was impossible and they'd have to ship. They still haven't dropped it at the post office. When i ask what's going on they either say "it's shipped, be patient" or "do you want a replacement?" Lol it hasn't shipped (creating a shipping label isn't shipping). Oh, a replacement for what? Are you saying you lost the order? If so you might want to lead with that. But upon further investigation it's either AI or people in a foreign non-English speaking country that's doing the replying. Just robots repeating scripts. God luck, Kiehls. I've spent thousands at your stores over the years but if you can't fulfill a simple order I'm done with you.

I walked in for a free facial this past Tuesday and I had a calming experience. It was my first facial since I was a kid and Mars was very kind and respectful. He asked consent for every process even to the "is it okay if I touch your face?" When I was there for my face to be touched 😂 it helped me feel even more comfortable. Throughout the process he consistently asked if the pressure of the object was okay and if anything was burning or uncomfortable. All in all a wonderful first facial experience. I do think that the time in between layering the products should have been longer as my face was still very shiny and oily to the touch even an hour later because the products didn’t dry. One thing that I felt a bit uncomfortable with was the other employees in the store kept looking at me - maybe because the free facial was technically over but the sign was left outside so I got it anyway? I’m not sure but it’s all good! I give 4/5 because my face didn’t dry completely and I wasn’t able to get samples of everything that was used on my face because they ran out, I was hoping for the sunscreen. I did get lots of other great samples though and I felt very well looked after in the experience! Thank you Mars for the careful attention to my face and good conversation!

Spectacular ☺️💯 Spectacular care, I received a skin care consultation that I didn't even know I was going to receive. In depth chat on the issues of my skin A tes of all the products. Jin was marvelous and now I have a skin care routine tailored to me 😊 First time ever in my life Thank you Jin ☺️ Grace

Staff was not as pleasant as before. They seem to prefer to congregate and talk among themselves than to be helpful. I got poor product recommendations which broke out my skin further. Please bring Valeria back. She represented the brand well and provided amazing facials. Just not the same experience with services or products. Will get anything else online.

What a shitty customer experience that was. No one cared to help. Basic robotic interaction. I love the product but I’ll never walk into that store again