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March 2025 by Y Charlotte
*****HORRIBLE STORE EXPERIENCE*****
I visited the store to redeem my birthday gift and presented my redemption email to a young female staff member wearing glasses today. From the very beginning, she exhibited an unwelcoming attitude, showing no smile and acting dismissively. She repeatedly asked for my phone number at the cashier, but I was unsure which number I had used to register as a member since I had changed it. I then provided my email address as an alternative, yet her demeanor remained rude and unhelpful, appearing displeased and skeptical about my identity.
Even after I provided my name and showed the email confirmation again, she still seemed unconvinced, making me feel as if I was not entitled to receive the birthday gift. When she finally retrieved the birthday gift, she threw it onto the counter instead of handing it to me properly. This action was extremely disrespectful—there was no need to treat a customer like a beggar. If Kiehl’s does not genuinely wish to provide birthday gifts to customers, perhaps this policy should be reconsidered rather than making customers feel unwelcome when redeeming them.
Furthermore, she did not inform me that the redemption process was completed—she simply threw the item onto the counter and said nothing. As a customer, I remained polite throughout, with a smile on my face, and even thanked her at the end. However, this experience left me feeling deeply disappointed and disrespected, as if I was begging for the birthday gift rather than rightfully redeeming it.
I strongly urge Kiehl’s to address this issue with the specific staff member at this location, as her attitude was unacceptable and unpleasant. I sincerely hope she can learn to empathize with customers and treat them with the respect they deserve.
If this employee does not wish to work, she should reconsider her position, and if your company does not wish to continue offering birthday gifts, you should discontinue the program rather than allowing customers to be treated so poorly. No one should have to endure such mistreatment just for redeeming a birthday gift.
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February 2025 by Dena Yazdaniha
Priscilla at this location is awesome! Great service from her :)
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January 2025 by Gurleen Kaur Arora
The staff was quite friendly. Liz was way too friendly and helpful. She was so humble. I had a good experience
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December 2024 by karen aguado
I've been using Kiehl's for years now. For the first time I encountered a very rude employee in Metrotown location today and her name is "Liz". She was extremely passive aggressive! And couldn't even answer my questions kindly regarding your products. By being a buyer for a long time I am aware that everytime I purchase a product I get free samples with it, so i kindly asked her even using the word "please" and she repeatedly says "we dont have it" "but we dont have it" indicating that she just didnt want to give me any in a very rude way and even widening her eyes at me as if I was being a nuisance when I simply just wanted to purchase something and I was in no way demanding it, I am 100% sure that the sample I wanted was available because i wouldn't not ask if i didnt see them with my own eyes ON THE SHELVES. This was a terrible expirience that ruined my time shopping that I had to ask her to cancel my transaction and just leave the store angrily!! No customer deserves to be treated this way! By someone who is "INCOMPETENT" and clearly hates their job.
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October 2024 by michy kae pamplona
thank to Kenny for providing a great service, I had a wonderful experience of the skin consultation, he was very professional, and give great advice highly recommend to try this.
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August 2024 by josephine chou
This time when I visited Metrotown, I stopped by to buy eye cream and wanted to exchange it for a tier achievement gift, black diamond. The counter said I couldn't redeem it and that their system couldn't see it. I showed my phone to the counter, but they still wouldn't let me exchange it. I was a bit dumbfounded. I won’t come to this store to buy. I’ll buy it from another store.
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May 2024 by M K
My consultant, Sharon is very professional and has been very friendly and helpful since my first visit. Her selection of products has improved my skin and I’m excited to see how it will change in the future. I’ll continue to visit Kiehl's in Metropolis as long as she is there!
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May 2024 by Raul Hernandez
Sharon was super helpful. I'm glad I took the time to see what the store was about, I'm.l latino and never took care of my skin, but not anymore. I also like the fact that they recycle the plastic recipients
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May 2024 by miguel angel linares salgado
Really nice attention from Sharon, I like it. She help me and explain. 🙌🏼
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April 2024 by li my
I came here a few days ago and I saw an Asian rep ( I believe is Vietnamese). I felt like he didn't like Vietnamese customers at all. The way he treated me was unprofessional, I didn't feel the respect at all!
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February 2024 by Stephen and Jay Proulx/Cho
Great products, knowledgeable staff!
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January 2024 by Honia Gharib
The staff at this location is sooo rude and unwelcoming! I’ve been there many times and gave them so many chances but I’m disappointed and unsatisfied every time I walk out the store. I will not shop there anymore.
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January 2024 by Raman Dhaliwal
Staff greet you friendly right away when you walk in. I didn’t like how they all stare at you if you’re the only customer as it makes you feel uncomfortable and awkward to shop and look around
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December 2023 by Tergel Naranbaatar
Went to the store because online costumer service was helpless. Just don’t order online, it is horrible!! Fortunately, in-store experience was different, all thanks to KENNY! His exceptional customer service made my visit truly enjoyable :) Will definitely come back to this store to purchase Kiehl’s. Highly recommend this store, especially Kenny!
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November 2023 by 박새봄
I would like to share my unique experience at Kiehl's Metrotown Store today.I have to say It was a very unpleasant interaction with Sale Rep Priscilla.At the beginning, Even though she knew I don't have Kiehl's Membership, she did't ask me to register, nor wanna help me to do so. Despite she did it for me upon my request at last, Her attitude toward me made me very uncomfortable and I felt she didn't wanna work here and I bothered her.Then I bought one production through her and plan to buy another for my friend as a gift.During the transaction she didn't offer any product explanation , function, apply instruction. The worst part is when I asked her how to use the sample product, all I got from her is " Avoid eye, apply everywhere" with a very cold shoulder which made me feel I offended her by asking her questions. Her bizzard attitude made me decide to refund the product right away on the spot.I guess she had a long day and tired, but nobody deserves such awful customer experience and I am not going to visit that store any more!
