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To Whom It May Concern,
Kiehl's which is a company owned by Loreal sells online products in Saudi Arabia through the following website: https://www.kiehls.sa/en/home
I purchased a product through this website and faced the following issues:
1) The description of the product on the website does not match the description of the actual received product.
2) I requested to return the product, Kiehls customer service refused to return and used baseless arguments.
3) After lots of back and forth, they agreed to return the product and picked it up.
4) They informed me that they have already issued a refund, but I didn't receive any refund.
5) I have been following up on this matter for almost three months with no proper response from the customer service.
6) The website does not include the required information to identify the entity which is violation of the consumer laws in Saudi.
7) In addition, Keihl's didn't provide me with a receipt based on which I can identify the entity which sold this product. This is another violation of the law.
8) I contacted the Ministery of Commerce in Saudi and they confirmed that the website is not legal. It is not approved by the Ministry.
Keihls customer service team keeps lying about the process and the refund.
I can provide additional details including the names, emails and documents which support the claims.
I request the following:
1) Investigate Keihls consumer practices in Saudi including the website and the customer service personnel.
2) Refund my money as soon as possible.
3) Fix the issues to avoid illegal practices and protect consumers in Saudi.
If my complaint is not addressed by Loreal, the only way would be to file a lawsuit.
Regards,
Sara
