I received an email with $10 off in my Kiehl's Rewards. Email said click the link and the discount will be automatically applied. So I carefully completed the order and the order went through, but the reward was not applied! I tried to cancel my order and there was nowhere on my order history page, or on my account page, to cancel. When you search their site for "cancel" you get: "If you need to change an order you have already placed, please contact a Kiehl’s Customer Representative at 1-800-KIEHLS-2 (1-800-543-4572) or email us ..." -- Thus you cannot just cancel the order you placed a minute before; you have to go through a long process with the chatbot or the phone rep.
When I finally got thru their chatbot wall, a customer service rep wrote "Our records indicate the Terms & Conditions of the Kiehl's Rewards program had not been agreed upon online. This needed to be checked to redeem the Rewards program benefits online." Fine, I did not see that in order to check it off, *however my order went through anyway.* Normally, any web-vendor purchase will *not* go through unless you check off the Terms. But this order went through without my checking that. It seems way too easy to make an inadvertent, non-discounted purchase, and this to me is bait & switch.
Kiehl's Reviews
I received an email with $10 off in my Kiehl's Rewards. Email said click the link and the discount will be automatically applied. So I carefully completed the order and the order went through, but the reward was not applied! I tried to cancel my order and there was nowhere on my order history page, or on my account page, to cancel. When you search their site for "cancel" you get: "If you need to change an order you have already placed, please contact a Kiehl’s Customer Representative at 1-800-KIEHLS-2 (1-800-543-4572) or email us ..." -- Thus you cannot just cancel the order you placed a minute before; you have to go through a long process with the chatbot or the phone rep.
When I finally got thru their chatbot wall, a customer service rep wrote "Our records indicate the Terms & Conditions of the Kiehl's Rewards program had not been agreed upon online. This needed to be checked to redeem the Rewards program benefits online." Fine, I did not see that in order to check it off, *however my order went through anyway.* Normally, any web-vendor purchase will *not* go through unless you check off the Terms. But this order went through without my checking that. It seems way too easy to make an inadvertent, non-discounted purchase, and this to me is bait & switch.