What Would You Do? What Do You Think?

Do you remember my previous review about a moisturizer I bought, the one that I HIGHLY RECOMMEND because I loved it so much? It’s the Kiehl’s Pure Vitality Skin Renewing Cream. Paris B of My Women Stuff recently wrote a positive review as well, but she found it weird that the cream is not sold anywhere! The last I checked, before I posted my review, it was still available online. I nearly bought a back up of it but didn’t. Because of Paris’s Sherlock Holmes effort, we are finally brought to light. The cream is pulled out because there is problem with it. Please read her post for more information. If you’re only interested in Kiehl’s replies, then scroll to the end of the post where she addresses it.

 

 

Needless to say, I am conflicted. I hope none of you bought the cream after my post, but I wouldn’t think you could because it was pulled out of the shelves very soon after my post. First of all, Kiehl’s NY’s response is to stop using the cream. But dude, I like the cream, and it does well for my skin! Secondly, I still have more than half a tub left. You’re asking me to chuck it? Which brings me to – Is Kiehl’s going to recall the product and issue a refund? They have been doing it so quietly that no one knows about this!

Another thing. I posted a photo of this cream on Instagram, tagging Kiehl’s Malaysia, and by that time, the cream would have been pulled out of the shelves. In my caption, I clearly wrote that I love this cream and full review is up on the blog. Any diligent PR would have seen this. And any ETHICAL company would contact me to say that the cream has been taken out of the shelves temporarily due to said reasons, and then I could at least tell my readers to wait for the cream to be relaunched (if that will ever happen!). But NOOOO, silence.

I am not in touch with Kiehl’s in any way, but guys, this is so friggin shady! I would expect at least an announcement on their site. If they don’t want to recall the product, if they don’t want to refund, sure, whatever, but at least warn the customers who already bought the cream of the possible negative side effects! If they actually advise to STOP USING THE CREAM, then what they have been doing (which is nothing) is UNACCEPTABLE! Can you tell I’m cheesed off?

Yes, I really love the cream. No, it didn’t give me any negative side effects YET. So, shall I continue using the cream? Shall I take it back to Kiehl’s and demand a refund? Truth be told, the sales people probably know nothing about this too. If Paris didn’t write about this, I’d be clueless and continue using, thinking how lovely this cream is. Thank you Paris for the expose! 

Pulling the cream out of the shelves quickly is one thing. Not informing the public about it is another. This does not just leave a sour taste in my mouth. I’m annoyed that they are so secretive about this, like sweeping it under the carpet or something. Some of you might think, if the cream works so well on me, I shouldn’t be worried if it causes skin irritation on other people. Honestly, that has occurred to me. But I don’t know… that’s why I’m conflicted.

Now, WHAT WOULD YOU DO? Actually, the real question is, what CAN I do? What do you think of the whole situation? More people should know about this!

 

Update 9 June 2017

I wrote an email to Kiehl’s and this is their response.

So if you bought the cream, you can go to a Kiehl’s outlet nearest to you and get an exchange or refund.

 

Update 11 June 2017

I went to get a refund, and since I paid using credit card, they said they’d have to fill in a form and it’ll take 3 MONTHS for the amount to be credited back into my account. It’ll be easier if you just get an exchange, they said. Also, the staff told me they received an email from their head office saying that those who liked this cream can continue using it. This is contrary to what Kiehl’s told Paris B on twitter. This is also NOT mentioned in the email above. In my email to Kiehl’s, I mentioned very clearly that I really liked using the cream. In her reply to me, she should have made it clear that I could continue using the cream. It is not put in writing, and is only conveyed me through the staff at Kiehl’s Ipoh store.

I am quite appalled at the way they handle this. Why not tell me in writing that I could continue using this cream? I asked the staff to show me the email, which of course was denied. I got an exchange to another moisturizer instead, just to be over and done with. I don’t want to spend the next 3 months monitoring my account to see if there’s a refund.

Personally, this incident has put me off the brand. I’d take my money and spend it elsewhere. Don’t know about you but I prefer to give my money to more deserving, more ethical companies.

 

 

xoxo Lily

 

 

  • WTF.

    • Lily

      Yup. Awaiting more drama.

  • WTF indeed…I say bring it back and ask for a refund and how shady! Why not issue a statement?! God knows how many people are aware that there is a problem with the cream?!

    • Lily

      That’s the problem. They are being so quiet about it, and only us small timers are talking about it. If only someone with more influence will pick this up but I understand not everyone wants to butt in.

  • So shady! I too think you should be given a refund… even if the shop assistants didnt know before, they should now.
    I had actually been waiting for this to launch in TW, maybe I completely missed the launch, or it never launched at all here

    • Lily

      I know right? Not just a refund. They need to issue a public statement to make customers aware of this, and then call out to those who bought the cream and issue a refund of an exchange. The silence is crazy. Indonesia has replied though, and it’s great of them to react so quickly.

  • Yvonne Tay

    oh my! I was about to go out and buy this to use on holiday because I saw quite a few positive reviews! Meh, I trusted Kiehl’s to be better than this.

    Even if it was a temporary suspension as stated in Paris’ review, and they expect this to be back on the market soon, they should have posted something up so that those still using the cream would at least be aware and stop. Disappointed by their lack of further action.

    Thank you for bringing this to our attention!!

    • Lily

      I’m glad you haven’t bought this Yvonne. I still see this cream being posted on Instagram by bloggers from different parts of the world. They have NOT talked about this nor have they reached out to bloggers to provide an explanation. I mean, why the secrecy and not taking ownership of this problem? Dodgy to the max.

  • Bellyhead

    The HALE is this WTF level of shenanigans. That’s terrible. Thank you for letting your readers know when the brand wouldn’t do it.

    • Lily

      I’d like to say I’m not bashing the brand, but Belly, let’s be perfectly honest here. I’m a consumer. I bought the cream. And I am very angry at the brand and will boycott it if no proper action is taken soon. I like the cream, but even that, their advise is to STOP USING THE CREAM. There is no explanation on what kind of discomfort to expect. What if there is delayed reaction? I won’t be using it anymore and it is unfair that I have to chuck the cream due to no fault of mine.

      • That’s true, and if they know there are consumers demanding to know answers, the minimum they should do is release a statement with an explanation and advice. DEpending on the severity of the reaction(s) a recall with refund.

        • Lily

          Post updated in case you haven’t read it yet. Took my cream for a refund.

  • From my experience both as a pharmacist and having worked in the industry, there are 2 things to consider:

    1) I think companies churn out new products faster than what they probably should. It sounds awful but sometimes they do it before they complete the stability studies, or they do accelerated stability studies (these studies see if the products go off / react badly within a time frame). Also, thinking that they test the products on thousands or hundreds of people is naïve. They probably just test it on each other in the office and lab. So, a product going bad once in a while is bound to happen. In no way am I sticking up for companies that do this or accepting that its the normal thing to do. All the opposite, it’s something I’ve always been extremely uncomfortable with everytime I see it happen.

    2) Some people are allergic to ONE ingredient and don’t know it, and may buy a product that actually contains that ingredient and gives them a sensitivity, rash or whatever, because they dont know. It doesn’t mean that the product will be bad for everyone, just for those people that are sensitive / allergic to it. Also, people can often develop an allergy / rash / sensitivity over whatever cause (something they ate, a poisonous plant they accidentally brushed against, photosensitivity to something they took, WHATEVER) and they can be quick to blame the cause on something else. That something else is usually the latest cosmetic they put on…

    I guess if they had to do a product recall, the magnitude and drama with which they do it would have to do with the graveness of the consequences negative of the product.

    • Lily

      Reasons aside, it’s their attitude to this entire thing. Why be so secretive? When asked, emailed, prompted to reply, why just DM and not give a public announcement? Kiehl’s Malaysia has yet to respond. Silence! Customers are treated very unfairly. What if this discomfort that they said is actually more serious? What if someone actually experienced the side effects, but did not approach the brand?
      Does it mean that they only take action when customers actually come to complain first? Otherwise, they can just not care about this whole thing? Whatever the reason is, it is their responsibility to let people know, especially when they advised people to STOP USING THE CREAM, and the whole thing is pulled off the shelf.
      While I understand there are definitely reasons they pull it off, and yay to them for doing it quickly, it’s the way they handle the aftermath, the questions, that I find very distasteful.

      • I just read your update. I thought they’d play hard to get on the refund… This incident has put me off the brand too!

        • Lily

          Right? I actually bought the oil you recommended but haven’t opened it yet. I want to use up my La Mer oil before opening it. Anyway, after this incident, I’m definitely not giving them my money. I’m spending elsewhere!

          • Oh! Well when you get to it I hope you like the oil..

            • Lily

              I still have to use up some oils first. Don’t want them to go bad! But I’m keeping check on the expiration date so I should be opening this bottle by the end of the year

              • I take FOREVER to use up face oils, so good luck! 🙂

  • Bugs

    As a consumer, I can’t accept the way they secretly withdraw the product as if it never exist. This scarred my confidence in their products. I am not using this cream but am using other products from Kiehl’s. What if the future batch of product that I’m using now have some raw material issues later, and Kiehl’s decide to keep silent, like what they did with this cream ? It scares me by just thinking about it.

    • Lily

      I know exactly what you mean. I updated the post with what happened on 11 June, when I took the cream to get my refund. In short, I’m taking my money and spending it elsewhere.

      • Bugs

        I think this is their tactic in doing a refund, that we gotta wait a long long time ( 3mths ) to get back our money. If we exchange it with another product, they get to keep our money. Like you, I would have just get another cream to get it over with.

        I still have a Rm100 voucher to redeem, but I don’t feel like using their product anymore. Even though Rm100 is no big amount, but it’s not a small amount neither to just let it expired like that. I still have 2mths to decide. What would you do, Lily ?

        • Lily

          I’d redeem it. RM100 is still $$ dude! Cleansers and body wash are quick and easy to use. Why waste it? Personally, I might hold a grudge against the company, but I have no grudge against the RM100. HAHAHA! Conflicting, I know 😀