Kiehl’s Malaysia responds. Summary and personal observations are in this post. Additional update at end of this post. Final update as at 20 June 2017 – go here
UPDATE: I realised, while writing this post in June 2017, that the Kiehl’s Pure Vitality cream was impossible to source online. This was interesting, as I noticed that it had launched with a huge bang early in 2017 (January 2017) where members of the media were taken on a press trip to New Zealand, due to the manuka honey contained in the product. The local launch, I later saw, was just as impressive (I was not invited and did not know about this cream till it was available). It has been less than 6 months since the product was heralded as a brand new approach to skin health, and it has since been very quietly pulled, with very little attention drawn to it. I got curious and decided to do some research. I elaborate on it further at the end with some official statements from the brand. My review stands, based on my experience with it. But I recommend you read all the way to the end.
UPDATE 2019: As at July 2019, Kiehl’s has brought back the Pure Vitality Skin Renewing Cream. I have not tested the new version but I don’t think it’s very different, based on the description. My opinion on it remains as below.
I hadn’t paid a lot of attention to Kiehl’s skincare for a while. For a time, it seemed like nothing very interesting was happening. Then, I noticed that there was a new yellow tub of cream in town, that contained Manuka Honey, and I was all abuzz with excitement.
I love manuka honey in my skincare! Primarily because they work well for my skin, and usually smell delicious. I love the sourish-sweet smell of manuka honey too!
I happened to fortunately be gifted with a tub of Kiehl’s Pure Vitality Skin Renewing Cream very early in the year, and I promptly put it into circulation. I was playing around with manuka honey cream at this time, and I wanted to see how a more conventional brand would fare.
Kiehl’s Pure Vitality Skin Renewing Cream – one for the millennials?
An interesting thing about the Kiehl’s Pure Vitality Skin Renewing Cream is that it is a 99.6% natural formula and contains red ginseng root and manuka honey, as its key ingredients. The red ginseng root from Korea is supposed to revitalise the skin cells and accelerate skin renewal, while manuka honey is known to fortify the skin barrier and boost skin moisture and health. This cream therefore, is one that revitalizes your skin, and helps it look and feel smoother, stronger and more radiant. Nice promises, wot? 😀
This this isn’t one of those creams you can pigeon-hole into a category, I’d peg this to be a cream for everyone irrespective of age or skin type. However, due to its texture, those with oily or oily-combination skin types will not appreciate it as much.
It’s ironic, as I’ve read critiques on how this launch by Kiehl’s is aimed at the Millennial market, who doesn’t appreciate traditional anti-aging approaches, and prefers something more natural that give a healthy glow. I’m by no stretch of imagination, a Millennial (I could have had a Millennial child if I had wanted LOL! 😀 ) but I appreciate this new approach to skincare! 😛 Young at heart – what can I say?! 😀
Almost balmy texture comforts normal-dry skin
I say ironic, because the younger crowd will likely be saddled with oilier skin and therefore be less appreciative of the texture of this cream, which borders on being a balm. The texture is rather thick, although not in a balmy way. It is on its way to being a balm, without quite getting there.
For this reason, I find that less is more. The best way to use it, is to scoop out just a little, warm it up between the palms of both hands, and then apply to your skin. The cream is a pale yellow, and although the texture is a little thick, it absorbs easily and well without leaving any residue.
For me, with normal-dry skin, I prefer this best used in the day as I don’t find it sufficient for night use. I do prefer something a little heavier and richer for night use. Initially, I was a little leery of using this in the day, but I soon found that the texture lends itself best for me used that way. Once it absorbs into my skin (apply on damp skin to help it absorb more quickly) it leaves no greasy feeling behind so it doesn’t mess with any makeup that goes on thereafter.
For those who don’t have drier skin, you can use this both day and night. Use a little less in the day, if you feel that it’s too heavy for day use, and use a little more at night.
Skin feels more revitalized and has a boost
What I like about this cream is not only how nice it feels, but how it does gives my skin that bit of a boost. It does boost radiance over time and with regular use, and it does make my skin feel smoother and even a little firmer. You notice things like firmer skin once you get older and the ol’ collagen starts giving way LOL! 😀
I used this straight for a month plus in the day, and sometimes at night (slightly more applied over an oil or blended with an oil) and I loved it. I experienced no problems with it whatsoever.
I then abandoned it for a month while I ventured off to use something else, before coming back to this recently for day use. It reminded me again that I really do like this, my skin likes it, and it’s one of those that I’d happily repurchase when I run out, which I inevitably will – but it will last a while due to the texture.
If there’s one thing I’m not so crazy about however, is the scent.
The scent isn’t unpleasant, as it smells like a creme brulee LOL! It has the heavy sweetness of honey and a touch of vanilla, which gives it a bit of a gourmand flavour.
I’m not big on sweets, so I’m not crazy about how it smells. To me, there is also a metallic edge that plays havoc with my sense of smell. I steel myself because I love how it feels on my skin and I love the balm-but-not-quite texture. I love that it does not have a silicone feel, and that it absorbs into my skin without any residue. I guess I can overlook the smell – just.
IN A NUTSHELL
The Kiehl’s Pure Vitality Skin Renewing Cream is currently a standalone cream, which boasts 99.6% natural ingredients. The key ingredients are red ginseng root and manuka honey, and this cream promises to boost skin vitality and radiance. The texture is a little thick, almost like a balm or a thick honey, but warms up and spreads easily on skin and absorbs quickly without leaving any residue. For drier skin, it may be less suitable for evening use where you may need something richer, but you can combine this with a facial oil if you prefer. I prefer using this one in the day time, where a little goes a long way. With regular use, my skin does feel a little firmer and looks and feels a little smoother and better. There is a slightly sweet, gourmand scent with a metallic edge that doesn’t sit well with my nose, but I otherwise can overlook it, because I do think this is a very good product.
UPDATE: Please read my continuing update with Kiehl’s about the availability and otherwise of this cream, detailed below. If you’d like to use a cream with Manuka Honey, I suggest the Antipodes Manuka Honey cream. Very nice even without the big brand hype.
PROS:
Thicker texture that absorbs easily into skin without leaving any uncomfortable residue
With regular use, skin feels firmer and looks more radiant
Boosts moisture so skin is not dehydrated
Feels comfortable even in the day under makeupCONS:
Pricey
Not everyone will appreciate the thicker texture of the cream
Scent is a little sweet and gourmandWHO WILL LIKE THIS: Anyone who has a normal to dry skin texture, Anyone who wants a simple cream that works on smoothening fine lines by boosting skin texture and moisture levels and boosts skin radiance
PRICE: RM254 | £49 | US$60 for 50ml
WHERE TO BUY: Kiehl’s stores and online, Nordstrom (although it seems to be out of stock everywhere online! I’m puzzled!)
Here is the ingredient list, which was on a little label under the tub, that was incredibly hard to photograph!
Ingredients: Aqua/Water, Propanediol, Glycerin, Dicaprylyl Ether, Udecane, Glyceryl Stearate, Laurel Lysine, Hydrogenated Lecithin, Tridecane, Cetearyl Alcohol, Chenopodium Quinoa Seed Extract, Butyrospermum Parkii (Shea) Butter, Mel (Honey) Extract, Mica, Panax Ginseng Root Extract, Cera Alba (Beeswax), Tocopherol, Sclerotium Gum, Xanthan Gum, Cedrus Atlantica Bark Oil, Salicylic Acid, Potassium Sorbate, Leuconostoc (Radish) Root Ferment Filtrate, Glycein Soja (Soybean) Oil, Caning Odonata Flower Oil, Vanilla Plantifolia Fruit Extract, Adenosine, Bulnesia Sarmiento Wood Oil, Citrus Uranium Dulcis (Orange) Peel Oil, Citric Acid, Pelargonium Graveolens Flower Oil, Limonene, Benzyl Benzoate, Farnesol, Linalool, Helianthus Annus (Sunflower) Seed Oil.
I do have one thing to note. After a bit of buzz early in the year, I have not been able to find a single online retailer (not even the official Kiehl’s website!) having any of this cream in stock. In fact, this cream doesn’t even seem to exist in their line up!
If I’m not sitting here, cradling this golden jar protectively in my hand (which makes it a challenge to type), I’d even think I had imagined this all. Does anyone know if this was a limited edition item or if it has been discontinued? I’m so puzzled!
UPDATE! Kiehl’s Pure Vitality Cream is DISCONTINUED FOR REASONS OF QUALITY!
I was puzzled by the fact that this cream seemed to have disappeared off the face of the earth just less than 6 months after its launch, when I was looking for it online. I remember the huge press launch and junket, and seeing how the local media and social media people were feted. Needless to say, everyone loved this cream. I can see why, because I love it too.
If a product is out of stock, it usually states so on the website, not disappear altogether, as if it never existed. So I reached out to the local PR for Kiehl’s and also Kiehl’s on Twitter. I was asked to send a DM, and this is the reply.
This is the update as at 6 June 2017
To be fair, they did not say it was discontinued, just that it was temporarily suspended. But if you look at all the official Kiehl’s websites, Pure Vitality Cream does not exist, as a product. Now, I must say that this incident has left me with a rather sour taste in my mouth.
While I appreciate that Kiehl’s has addressed the issue by withdrawing the item from sale, I also note that just a week ago, in late May 2017, this very same cream was just launched by Kiehl’s Indonesia (Instagram) and feted by their social media influencers. So, when was the decision to pull the product from circulation made? Are the social media influencers on Instagram, who enjoyed the press junkets, and who feted this cream, going to post a retraction and explanation? I think not!
I have asked what the “minor discomfort” is, and am awaiting a response, which I’ll update once I get it. I have also reached out to the local Kiehl’s Malaysia representative to get their response to this issue.
What I’m a little more concerned about is this – what happened to those who had bought this cream and used it up, or who are still using this cream. While this “minor discomfort” may not affect them, was it fair for Kiehl’s to not say anything to these customers, or gauge their reaction to the cream? Without knowing what sort of “minor discomfort” this is, I can’t comment, as I personally did and do still love it.
But will I use it, knowing what I now know? I don’t know. I’m torn, as I love the cream. But what if it affects my skin after this, since I do not know what side effects I should be expecting? Do I toss it? What? I have also reached out to Kiehl’s to ask if it is safe to continue using.
In a way, I feel quite troubled by this. I appreciate that Kiehl’s has dealt quickly with the issue (launching and then pulling a product within less than 6 months is quick) but I do not appreciate the stealthy undercover way they have done so, hoping no one noticed. There is nothing online about this situation. I looked and looked. There are only posts of people who enjoyed using this cream. There are posts by social media influencers and beauty editors waxing lyrical about how this cream gave skin a beautiful glow (but we know how influencers work) In my view, something is rotten in the state of Denmark and I’m afraid my perception of the brand is rather coloured now. I will have to treat all future products from this brand with caution – who knows, they could pull that brand new hyped product off the shelves in the next 3 months!
UPDATE: 7 June 2017
I still have not had any replies to my emails to Kiehl’s Malaysia, or to my queries on their Instagram account. I have noticed that Kiehl’s Indonesia has, as of last night, removed all references to the Pure Vitality Cream from their Instagram account, and I’m informed that they have advised customers to stop using the product and that the product has been withdrawn from the market. Kiehl’s MY isn’t responding to me as yet.
However I did receive a reply from Kiehl’s NYC to my Twitter DM.
The official word from Kiehl’s NYC therefore, is to STOP USING THE PURE VITALITY CREAM. That’s what they advise. I do have a follow up question that you can see above, as to whether they will be issuing an official statement and having a product recall. I’ll update when I receive a response.
I’m conflicted. On the one hand, this cream has worked well for my skin. Perhaps the batch I received was fine. I would like to continue using it. On the other hand, knowing what I now know, I shouldn’t. Either way, I must say the way this has been handled doesn’t sit well with me.
UPDATE: 8 June 2017
Still no news from Kiehl’s Malaysia via email (Day 3 now), and my questions on DM via Instagram, and Instagram comments have gone ignored (@myKiehls has since posted new photos and replied to other comments but not acknowledged mine). There has been no response to my Twitter queries to Kiehl’s NYC either. I am following up on those.
But what’s been heartening, is that some concerned people have picked up on this issue in other countries, and checked with their local Kiehl’s for the official word.
Kiehl’s Indonesia has been most responsive so far. The official word is as I have set out in the 2 updates above, but written in Bahasa Indonesia. However, when pressed by influential bloggers Kae, Deszell and Puchh, they have similarly advised to stop use of the product, however, it is only notified in private, not in public. They aren’t able to make a formal statement without advice from global headquarters, which is understandable in a global company, but which also reflects, I feel, on the rather lackadaisical attitude of Kiehl’s HQ in this matter. Kae, Deszell and Puchh have also taken the initiative to update their followers about this situation, as most are unaware they should stop using the cream.
Similarly, a Twitter friend in Australia, Samstillreading, has contacted Kiehl’s Australia, to be told that the product is no longer available, and to use a different moisturiser instead, without explanation.
Due to the advice I received, which I shared above, that consumers are recommended to stop using the cream, implies something far worse than a mere discontinuation of product. If you own this, I will urge you to try to get a refund or exchange at your local Kiehl’s store. There is no word on refunds just yet, just as there is no word on an official statement, but in countries like Australia, where consumer law is strong and enforced, I believe you would be able to press the matter through.
A reader in Mexico, Efrain, has similarly followed up with Kiehl’s Mexico, and been told the same things I, and everyone was. That the product is discontinued due to quality issues. He is awaiting a response to his question as to whether there will be a formal statement, and whether refunds will be given.
I will update as it develops, or as and when I receive a formal response. But as it stands, having read comments from a few people who privately messaged me, to inform that they have full tubs, or that they bought this cream for their friends or family, and what were they going to do about it now? It made me mad. I maintain that, if the quality of a product is so compromised that it is to be taken off the shelves and distribution stopped worldwide, and further, that advice is given to stop using whatever you now own, a responsible company should issue a formal statement, and initiate a product recall and offer refunds or exchanges. To remain silent, and to only address the matter in private, as and when raised with them, is a poor way of handling matters and puts the company in a bad light.
UPDATE #2 : 8 June 2017
A reader who bought a tub of the Pure Vitality cream in Kuala Lumpur earlier this year, took it to a store in Sydney after learning of this, and the recommendation from Kiehl’s NYC to stop using the cream. Incidentally, this is the same advice dished out by Kiehl’s Indonesia, to those who asked. I attach a screencap of her recount of what was told to her, as written in her comment to my Instagram post.
I’d note that what was told to her in store i.e. that the product is very good and that the sales person is still using it, is at total odds to what’s been advised to me directly by Kiehl’s. I have communicated this to Kiehl’s NYC via Twitter for their comment and will publish an update if I receive a response.
As it stands, this person is out of pocket, for a cream that may or may not irritate her skin, which is recommended to not be used at this point in time. I don’t think that’s very fair, do you?
UPDATE: 9 June 2017 – Kiehl’s Indonesia makes a stand
Late last night, I was informed by Indonesian blogger Kae (@kaepratiwi on Instagram) of an interesting update in this Kiehl’s Pure Vitality saga over in Indonesia. What happened was that an Indonesian news site detik.com had picked up on the news rumbling through the Indonesian beauty community, and had decided to approach Kiehl’s Indonesia for a statement, and thereafter, to run a story.
Here is a link to the story on detik.com (It is in Bahasa Indonesia, but you can translate it for the gist)
In summary, detik.com was able to get an official statement from Melanie Masriel, the Head of Communications of Kiehl’s Indonesia, who confirmed that the Pure Vitality Cream was withdrawn from global distribution in May 2017 (this is not very long before I posted my review on 5 June 2017). There was no reason given for the withdrawal of the product, but it was done to ensure their consumers have the highest and quality standards, and due to the ingredients in the product. Kiehl’s is investigating it.
But what was more important, than this statement, is what follows.
At the end of the article, Kiehl’s Indonesia has offered a solution to its customers, to either EXCHANGE their Pure Vitality Cream with a different cream (Super Multi-Corrective Cream is recommended) OR TO GET A REFUND for their purchases. Please note this, and let your friends in Indonesia know, if they are using this product or if you think they are using this product.
I believe that this is as close to a formal statement as we can get from the company in Indonesia, and I appreciate the speed at which Kiehl’s Indonesia has responded in this matter, and the manner in which they have stepped up to address the situation. In this instance, I believe that this is the right thing to do, in light of their advice to stop using the product. Consumers who have bought the cream should not be out of pocket, as it is through no fault of their own that they are recommended to stop its use (even if it works for them).
In this regard, I do have the Indonesian beauty influencers Kae (@kaepratiwi), Deszell (@deszell) and Puchh (@puchh) to thank, for raising this issue and for striving to get answers locally. I later found out that both Deszell and Puchh were at the Pure Vitality launch event, and had both earlier endorsed the product. But they still took the initiative to step up, when it mattered, to update their public of the current situation, once they knew about it. It is what, I believe, prompted the company to take the action they did in Indonesia, and as responsible influencers, I firmly believe they did the right thing by their followers.
I am, as of now, still awaiting news from Kiehl’s Malaysia. Perhaps I’ll get it some time this century. But I will try to contact others and see if I can get a response. Kiehl’s on Twitter has gone silent. This was my last communication, which was seen by them (Twitter allows you to see if a person has seen your DM, shown by the blue tick). I will not communicate with them further due to their reticence. But I will merely leave it here in contrast to the response by their Indonesian counterpart.
If I receive any further updates today, I will update further.
FINAL UPDATE: 9 JUNE 2017
Finally, we have a response from Malaysia!
I was contacted by phone by Jean Loh, Communications Director for L’Oreal Malaysia, just a short white ago. She has confirmed that the Pure Vitality Cream has been withdrawn globally due to quality concerns about the ingredients in the cream, and as a matter of caution, consumers should stop use of the cream. This is in line with with the advice given to me on Twitter by @kiehls.
Further, anyone who has purchased the cream in Malaysia may take it back to any Kiehl’s store for a REFUND, whether or not you reacted to it. I’m told that your customer details and purchase history will be in the system, so no receipt is necessary. This is in line with their satisfaction guaranteed commitment, terms of which have been waived for this instance of the Pure Vitality Cream.
It is unfortunate that we have had to wait this long for a local response, and I had raised my concerns about the lack of communication which could have avoided a lot of problems; but at this moment, this is as satisfactory as it can be. I will post an official response once I receive it.
Thank you everyone for bearing with me as we hunted down the response, and for your patience. If you are someone affected by this, or know someone affected by this or who owns this or may be using this cream, please take your jar back to any Kiehl’s store for a full refund. For now, I will treat this saga as being at an end 🙂
ADDITIONAL UPDATE: 11 June 2017
On the issue of updates, here’s a report from a reader who went to check at the Kiehl’s MY store for a refund. You need to have an account with them, or at least the person buying it needs to have a customer record.
While I understand the rationale, it begs the question of recourse for those who do not have a customer record, or received it as a gift. Not everyone signs up with a record. I do not at some places. From my understanding, if you are going to offer a refund, take it in regardless of where it’s bought. What does that matter? What matters is that a potentially irritating product, that is no longer sold, is removed from circulation. Offer an exchange, in those circumstances that a person has no customer record. Do something. Not do nothing.
Incidentally, someone has reported to me a response from Kiehl’s NYC that says essentially, that if a customer currently has this product and are enjoying it, they can “CONTINUE TO USE IT”. For the record, this is in direct conflict with what I was told on Twitter, as you can see above. I am not comfortable with the direction it’s going, or with the conflicting responses over a span of just 5 days. This is not right.
UPDATE: 13 June 2017
I communicated with @kiehls on Twitter about this confusion whether to continue using the cream, and here is their response.
As I have informed them, this current stand that you may use the cream if it is fine with you, but stop if it isn’t, contradicts their earlier stand given to me on 7 June 2017, a week ago. In the earlier reply, you can see above, they say this, and I quote:-
“As we are investigating the issue, we recommend that you stop using the product and we look forward to the opportunity to find another Kiehl’s formula for you.”
It was a recommendation to stop, pending investigation of the issue. a week later, they now deem that it’s safe to use, if you don’t react to the product. I understand this is now the official line fed to anyone who asks. It appears the global team has got its act together, but it contradicts earlier advice and for that, I am uncomfortable.
I was contacted by someone in Taiwan, who noticed the same thing I did (products had disappeared) after she purchased her item in Kiehl’s Taiwan on 23 May 2017. I understand this the products were discontinued in May 2017. She contacted Kiehl’s Taiwan, and has been given the official line – the products were discontinued due to raw material problems, and you may use it if it’s ok by you, but to stop if it causes discomfort. This is after she had pursued the matter with a phone call, and after reading this post.
FINAL FINAL UPDATE! 20 June 2017
I’ve been contacted again by L’Oreal Malaysia by phone, and also Kiehl’s USA via Twitter, to clarify that if you are comfortable and happy using the cream, you may continue to do so. They claim the earlier advice was a miscommunication.
L’Oreal Malaysia has also confirmed that refunds are possible if you have a receipt or a customer account that shows you purchased the product at the store. However, if you do not e.g. if you received it as a gift, you may take it back to the store and exchange it with a similar product.
I maintain I have no desire to flog this dead horse. I will let you draw your own conclusions and make your own decisions. I have made mine. I personally do not believe it was a miscommunication, in view of their use of the words “pending investigation” which implies that there is a recognition the product may be flawed, whether or not you react to it. But I’ll let this matter rest now.
That rotten smell in Denmark? It’s still there.
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I’d like to stress that I am by no means bashing the brand. I appreciate how quickly they responded to what appears to be customer reactions to their product. But I don’t appreciate how it’s been hushed up, and I was asked to communicate privately by DM (Direct Message) instead of them addressing it publicly as a reply to my public Twitter question. This approach makes me sad, as I do have a soft spot for the Kiehl’s brand and their products, and I’ve had a long relationship with them over the years. It does make me question if the product was released too quickly without sufficient testing, and if this is something that’s happening more often with brands, due to the need to push out new products all the time. I’ll address that in a separate post LOL!
Paris B
I bought this cream a few months ago. Don’t tell me they discontinued it! I love this and plan to repurchase.
I just wrote another post to address this issue, because I posted a review on this cream a short while back. I feel cheated in a way, even though this cream works really well on me. So, at the moment, I’m conflicted whether to continue using the cream, when the company said to stop. Then again, they really just told you to stop, since it’s not even a public announcement. LOL!
So shady… and very disappointed.
Also, thank you for this, Paris. I’d be clueless otherwise.
I went to get a refund and it was difficult even when my data is in their database. I paid with credit card and they said refund will take 3 months. I used to work in the banking line. No refund takes so long. So I exchanged it to another cream just to be done with it. I don’t want to deal with them anymore.
Needless to say, that would be the very last time I set foot into Kiehl’s. This incident only proved how unethical they can be and I prefer to spend my money elsewhere.
Ugh, that is super sucky. I can’t see why they couldn’t refund it immediately. Still, I’m glad you got a resolution out of it, and that the replacement product works for you. It is a sucky situation and definitely off putting!
Glad you got an exchange out of them, Lily. The whole episode was poorly handled both locally and internationally and personally, this means I’m staying off the brand for a while. Totally lost confidence in it!
I love Kiehl’s Clearly Corrective eye cream. It has spf 30 (not easy to find sun protecting eye cream), the sunscreen doesn’t sting the eyes, has excellent ingredients, it comes in a tube and also act as a light concealer.
I’ve heard a lot of good things about that eye cream, glad to know you like it too and I didn’t know it has SPF 30 in it!
It’s not LE. It has been discontinued due to few reasons. It’s unavailable everywhere, overseas included. Unless you’d want to buy on from some websites. On the other hand, what a lovely coincidence. I started using it again earlier today, only to find your review about it few hours later. I’m fine with the sweet scent. Texture wise, it’s ok. I used to find it too balmy for my liking but I managed to work my way around it now. So all is good.
Sorry to hear it didn’t turn out well for you in the end. I guess it was a good thing that you only used a sample, although it’s not a good thing that it caused so much grief for your skin!
Hi PB, I came over for a visit again today (and several times yesterday) to check what updates your other readers had of this mysterious product and got my answer today when I read your addendum. Like you said, Kiehls were responsible enough to withdraw the product and that is great to know however, if they claim that “full customer satisfaction as our number one priority” then shouldn’t they walk the talk by being transparent with their customers? In this day and age where the media is hugely influential their lack of action in this makes them look really bad. It must have been by God’s intervention that you reviewed this and opened the door to discussion and discovery. I appreciate that.
Hi Jackie, this drama has left me with such a bad taste in my mouth. Pity, because I used to have a soft spot for this brand 🙁 But I still maintain they should issue a statement, because I’m still seeing it being pushed in other countries which launched them later e.g. Turkey, Spain etc. I don’t know if it’s pulled from the shelves there. But the way the whole thing was handled was just shoddy PR as far as I’m concerned. I don’t regret calling them out on it, even if some people have deemed this unnecessary drama. It’s a lesson to the company and to other companies on how NOT to deal with an issue like this.
Wow! I would expect better from Kiehl’s. If a product has side-effects that is sufficient for them to “temporarily suspend” it or pull it from shelves, one would imagine that it is severe enough to issue a product recall or at least give a warning that any purchaser who experiences that “minor discomfort” should be given the option to get a refund?
I’m very surprised at Kiehls’ to be honest and this has definitely coloured my view of the brand as well. As an end-user, integrity is paramount to me.
You’d think so wouldn’t you? Especially from a brand as big as Kiehl’s or L’Oreal. But this has left me with a really bad taste with regards the ethics of the whole company in general, especially when I still see the product being mentioned on instagram accounts in some countries (mostly non English speaking). I don’t know if it’s been pulled, but it sickens me that they have chosen to stay silent on this issue. I’ve heard that despite the offer of a refund, they make you jump through hoops. It’s not right, and I am sorely disappointed with them.
Wow! This was quite a surprise for me! Didn’t notice that they discontinued the honey cream.
I scored a little pot of that with my other kiehls purchase just when they launched here. The golden yellow pot, the scent and everything initially impressed me. I was hoping that it will be one of my favorite. However using it for a while I realized my combi skin can’t really take the thickness. I had to stop using it.
Luckily after a month or so got the big jar as a gift from Khiels, they said I won one of their completion or such which I wasn’t concerned about. But felt happy because gifts are good anyway!
However that jar is still siting intact in my stack and I was planning to give it a second try sometime soon. Obviously because I’ve also noticed all those good words by fellow bloggers and influencers. And I love all my other kiehls stuff that I use regularly.
But now it left in confusion as well. I appreciate that they at least talked about ‘minor’ or whatever issues they had with the formula. But we, consumers are definitely rightful to know the actual reasons behind. Hope they reply soon rather keeeping people in the dark.
Thanks a bunch Paris for the heads up!
XOXO… GreenStory
Hey Tamanna, I was eventually told that those who receive the product as a gift can exchange it in store for another product. Like you, I enjoyed using the cream, but even though they now say I can continue using it, I won’t, simply because of their first advice, which I deem to be more accurate. Their later advice seems to be more of damage control than issued with any true intention of being helpful. I don’t appreciate the way they have handled this situation, and to be honest, it’s definitely coloured how I feel about the brand, and group in general.
Wow thanks for sharing this information. I purchased this when it first launched, and have tried on several occasions to work with it, but I just end up with an itchy face and little red bumps (that seemed to go away after I rinsed the product off). I assumed it just didn’t get on with my skin. Now I have a pretty little 99% unused pot of what? Defective, harmful cream in my beauty drawer? Seems to me if there was enough wrong with it they pulled it from production ,there should have been some form of press release. In my opinion it’s bad business how they’ve handled (or rather not handled) this.
Hi Shauna, I’m so sorry to hear that you were one of those who suffered from using this cream. I suggest that since you purchased it, you should take it back to Kiehl’s and ask for a refund or to exchange with a different product. That is what they are offering to us, in those countries where notice has been drawn to them about this cream, and I’m sure it’ll be recognised where you live too. At least that way you won’t be out of pocket for a product that makes your skin react. Like you, I feel they should have made a statement, and openly offered refunds and exchanges to everyone. Not just keep quiet and hope it all blows away.
For me it’s a shame that Kiehl’s didn’t address this problem in a more public way, because for me it’s really suspicious that they wanted to hide their mistake instead of saying “You know guys we messed it up, we have to take out this product for revision”.
I know my example won’t be the best because I immediately thought about how car brands do recalls when a safety issue appears and they do it public; so that’s what I least expected from a big brand like Kiehl’s.
This gives me a new dilemma: how do you handle ethics and the brands you use? I have a friend that after an awful PR experience with L’Oréal Spain decided not to buy from any brand that is owned by them; others don’t buy from MAC because of Rodarte’s collection (which I’m sometimes uncomfortable with it, because I think they really messed up things but at least they answered in a decent way) and I don’t buy from Lime Crime and Jeffrey Star because I think they’re nasty. So, what do you think about this PB?
Hey Efrain, thanks for taking it up at your end! On my side, I’ve gotten the last word from them, and am leaving it at that. It doesn’t endear me to the brand any more than when the whole drama started and like you, I feel they should have just handled it better, by just explaining it needed more work.
Like you, if I have a poor experience with a brand, I tend to stop using their products. I hesitate to use the word ethics, because that usually relates to things like animal testing – a subject I’m not going near, as I’m not for animal testing, but I may use products from brands that may test on animals without my knowledge – or green beauty. I’d like to use good quality products but I don’t do brands that are actively promoting themselves as being natural and/or organic and/or green, because a lot of the time, they make baseless statements with the intention to scare the public, and I am not for that. I’d prefer for people to make up their own minds about the efficacy of a product, not be scared into not using chemicals, because “chemicals are bad for you”. I stay away from MAC, because I feel their products are just meh, and I dislike their marketing tactics of pushing out limited editions month after month. Also, because their store staff are really rude for the most part. I also don’t do brands like Lime Crime and Jeffree Star because their founders behave in a way I find reprehensible. For the former, I was around, when the brand was new, and they did a lot of shady thing, like release products that weren’t safe for use, and told a lot of lies. It’s easy to google the drama surrounding it, and because I was there when it happened, I am not supporting the brand (also, the style of the makeup doesn’t sit well with me) and as for JS, I just don’t like his style, and again, his makeup does not suit my style. So, yeah. How I feel about a brand, whether from what I perceive, or my personal experiences with it does colour how I feel. That’s why you won’t ever see certain brands featured on my blog. I cut them out of my life, and they stay cut out 🙂 p/s I remember the whole furore regarding MAC x Rodarte. It was disgusting they even thought it was worth putting out as a collection and I’m glad they pulled it and apologised.
Earlier, I mentioned I managed to work my way around the texture. Texture wise, problem solved. What annoys and upsets me is after using it, I end up with small red patches on my face, plus a pimple. This reminds me why I shelved this cream earlier this year after using it. Now, it’s shelved for good. The small red patches and pimple is still on my face. I’m not happy with it. I’m certain this cream is the culprit because other products, I’ve used them for some time WITHOUT problems. Shame on Kiehl’s for failing to disclose the product recall and the reason behind it. No sense of accountability, integrity and ethics. I seriously doubt they would issue a statement for product recall and refund buyers.
Car brands are a different story. It concerns our safety. Life and death. Faulty part could lead to death. Airbags in Honda cars caused a death of a pregnant woman. It was all over the news in overseas. Here, does anyone give a damn about it? Maybe just a handful of people. As with others, nope.
Here, I’d like to point out something. Generally, people in MY are too laid back (ignorant mostly) and don’t know what are their rights as a consumer. Due to that, most brands don’t give a damn to a buyer’s complaint. They do if they are dealing with bloggers or social media influencers. Other than that, they don’t care because in their (shallow) mind, they can afford to lose the buyer since there are other buyers who are so willing to purchase whatever they churn out blindly. I came across several brands here. I stopped buying anything from the said brands. No headache, no stress.
Sorry to hear the cream disagreed with your skin. Might be best to just toss it out. Actually I find that the apathy is true not only in MY but regionally and perhaps geographically. I believe it is mostly to do with the Asian mindset of not complaining and not kicking up a fuss. Many people adopt the “Let someone else deal with it” approach to complaints when it comes to consumer issues, and when someone does raise a complaint or cause a ruckus, others consider that this person is just unreasonable. It’s an Asian mindset thing.
Hi Paris,
Thanks for the heads up. I am pretty devastated since Khiel’s refuse to acknowledge to the public that the product has been discontinued due to product’s quality that has been compromised. I have been using half a tub so far since i bought in March 2017. I echoed Angelina (above comment) that i do have few red dots (more like small rashes) and few pimples after using the product but brushed it off coz the red dots and pimples come and goes but still continues until now. I have read so much hype about the product itself through social media and decided to give myself a shot at least 3 months until i toss the product. Lo and behold it caught me by surprise when i read your latest post and the comments, my heart crushed and thinking what have i done to myself by continuing to put the product on my face for the last 3 months. I even sought to meet up with the dermatologist last Sunday because the problem continues. I have since chucked the product and continue using normal hydration cream, fingers crossed that all the red rashes will be gone soon enough and the face ‘stabilizes’. I always thought that the red dots and pimples happened because i didn’t eat well or i didn’t exercise much which i did and managed to eliminate sugary stuff and dairy products along the way, injecting lotsa green stuff and fruits into my diet but the problem persists. Even the dermatologist were impressed with my meal plan together with exercise regime and puzzled with the red dots/pimples. Well, lesson learnt i guess. Never trust any product completely and always put it aside for few days when there is reaction to the products. Test again and if the problem continues, to stop immediately.
I love Khiel’s product coz i own quite a few but when this thing happened it made me doubt about their PR management towards lack of awareness on QC and the impact to the customer’s loyalty towards the brands.
Hi ZF! The latest news I got is that even without a receipt, you may get a refund in stores, if you have an account, and they can track your purchase. However, I have been told that they say that refunds take up to 3 weeks (which I think is bullshit) so the best thing to do might be to just exchange the product for something else. To be honest, I loved the cream, and I’m so sorry that it didn’t work out for you, and caused you so much grief. It is truly people like you and Angelina, who deserve to have your problems addressed by Kiehl’s themselves, instead of them just sweeping the matter under the carpet as they have done in this case. I question their release and launch of the product, without detecting this problem, and I question their poor handling of the matter. To be honest, there are many other brands out there – I wouldn’t personally spend too much time being loyal to a brand who doesn’t care about their customer’s welfare 😉
I suspect that a few people have reacted to the product and they’ve pulled it everywhere to avoid legal action. All it needed was a press release asking people to return the product for a full refund along with an apology and some free samples of other things they might like. Most people would have been totally happy with that. As it is, they just look shady. Shame
Hi Tubbs, that’s what I heard – that they received a lot of returns, and decided to pull the line. All fine by me, except I feel a statement was required, especially when it was being launched in stages around the world until end May 2017. I agree with you they now look shady and it casts doubt on them as a brand. Pity they had such poor PR – I honestly did not expect it of them
Quite disappointing at how they choose to quietly withdraw the products and ‘hide’ the problems. It has definitely changed the way I look at Kiehl’s. Been a faithful user of some of their products over the years but I’ll be looking elsewhere henceforth.
With the great variety of brands and products out there, it won’t be hard to switch away 🙂 I personally haven’t been using their products in a while. I guess I never really missed anything!
Oh my god. Such drama and I missed them all these while due to work. I’m appalled at the entire thing but I’m so proud that it was you who unearthed all these based on your curiosity of the stock. Well done, Paris! Being quoted in Indonesia news. You are a powerful influencer.
That said, Kiehls should do checks on other products as well. When I started doing reviews for some of the products, I experienced bad repercussions on my skin. Took about 2 years for my skin to recover and costly facials to ensure the skin is back to its healthy levels. I’ve totally laid off Kiehls for my skincare needs as I feel that their ingredients are inferior in quality and I perceive their R&D to be inferior too. I’ve had such good experience using the brand back then but starting 2013 I think a lot of their products doesn’t work as well as they did before. Seeing several of their outlets closing down, I believe it reflects on the market response as well.
Reading this post made me share this with you because your views that it isn’t a responsible brand relate so much to what I’ve been feeling about Kiehls since 2013. They push and claim so much in their new products but I question their testing outcome before a product is launched. Perhaps they’ve gotten away with many products before this.
Haha thanks Juan – only Indonesia took it seriously, it seems. Locally, after enjoying the perks of the media trip, everyone chose to keep quiet. Maybe ID should have given their press a trip also kan? LOL! 😀 I didn’t know they had outlets closing – that’s news to me! Also I haven’t used their brand in a few years now, the same way I haven’t been using many L’Oreal brands because I find their products have become inferior. I wonder if it’s a group thing. Hmm…
I am not using this cream, but I am using other products from Kiehl’s , and am thinking to give this brand a chance since I’m cutting out another brand I’m currently using due to other issue. But now, I don’t have confidence in Kiehl’s anymore. The way they silent it out in the first place, and then after this issue is highlighted and then they say giving refund or exchange but with terms that customer must have an account….. ?!!! I’m speechless now.
They now say anyone can exchange, but honestly, I think it’s too little too late. The way the matter was handled by PR both locally and internationally has eroded my confidence in the brand, and tells me they don’t take important queries like this seriously. If I had reacted to the product, I’d have raised bloody murder. As it is, I loved it hence I’m pretty much raising the issue as a matter of principle. That said, there are many options and alternative brands and products out there today – not hard to switch away at all!
I’m disappointed it took this long, but I do feel vindicated. I used this cream in February and had a very adverse reaction. I went to a dermatologist two days after using the cream (earliest appointment I could get) and with a prescription it took a week for my skin to calm down (red, bumpy, burning, itchy all over face/neck), but several more weeks to restore it to where it was before using the cream. It appeared to be an allergic reaction, but I wasn’t allergic to anything on the ingredients list.
I contacted Kielh’s customer care about this at the time (they repeatedly rejected my review on their website), they claimed they would reimburse my medical costs but only with a written diagnosis from my dermatologist pinpointing the cream as the culprit. No ethical doctor would do that without any firsthand evidence (he didn’t see me apply it), so I was stuck paying out of pocket what my insurance didn’t cover. Unfortunately the whole process left a bad taste in my mouth about one of my favorite cosmetic brands.
I’m so sorry to hear that you had such a bad reaction to the cream, and a bad response from the Kiehl’s customer care, and that you were out of pocket from a reaction to this cream. Did they allow you to at least return the product for a refund? I too am very disappointed at the way that this whole series of events have panned out. I honestly expected more from them. But I guess in the end, they are a company with a focus on the bottom line. I hope your skin has recovered since.
Hi! I found this blog post because I googled “Kiehls Pure Vitality Cream ALLERGIC REACTION”.
Why? Because a friend of mine franctically texted me this morning with pictures of her face completely red and puffed, with sores, and burning, she came to the conclusion the only thing new she had applied the night before was that exact creme, and I instantly went to Google to see if this was a common reaction, but… there are no official comments from Kiehl’s warning about it, and very little reviews. It’s like the product almost never existed.
So, I think there’s the answer: the allergic reaction this cream may cause can be VERY bad, so deffinitely, stop using it if you still are, and ask for a refund.
Hi Alejandra, I’m sorry to hear of your friend’s reaction, and I hope she got a refund. It sounds scary, and quite unusual for such an immediate reaction from a product. It seems almost like they didn’t do any testing on it! You are also right that no one seems to have talked about any negative reactions. While I personally had a good experience, I’m also glad I uncovered the bad experiences, because it’ll help people like your friend know she isn’t alone. Thank you for sharing and I hope your friend has recovered since.
I Googled the same thing. I’ve been waking up with a very puffy face (esp. around the eyes). Glad I found the culprit! I will try to exchange for a better product.
Hello. I am from India. And this is my experience with the product: I received a sample of it with an order, used it and quite liked it. So I planned to buy the full-size of it. We have a website here who are authorised sellers of Kiehl’s here as the Kiehl’s website is not active for online purchasing. It was out of stock on the website. I got in touch with Kiehl’s website and they got me in touch with my nearest store where the SA informed me that this product has been discontinued/pulled due to quality issues and might get relaunched in a month or two. However, a few days after this conversation the authorised website has restocked the product. And when I DM-ed Kiehl’s India about this on Instagram, I received no reply. So here somehow the old stock is still available and people unaware of this whole debacle are still buying the product.
Hi Sohela, thank you for sharing your story. It’s a pity that Kiehl’s India has not replied to you about your inquiry (it seems like they have a very arbitrary way of dealing with this issue in different countries) Perhaps you can contact Kiehl’s USA and see if they respond? I just hope that whoever has bought the products don’t react, because from what I hear the reactions can be quite awful. Thankfully your experience was a positive was, as was mine.
I have actually used the 7ml sample, love it because it only makes my skin look and feels great. It’s a disappointment that I can’t buy it now. I haven’t found such a good cream for a long time and it didn’t cause me any discomfort. Could it be that it’s too good that other creams doesn’t sell? :p
That’s an interesting notion Lyn, but apparently, some people experienced very bad reactions and rashes to this cream. Opinions seem fairly divided but like you, I liked it a lot so I’m sad they pulled it altogether.
Hi all,
I was given a jar and have used it until it ran out. No problems with my skin at all. Loved everything about it and disappointed I can’t get more. I asked in a Kiehl’s shop and was given the impression it would be back on the shelves once the testing had been done.
Hi I guess i am that few people who got the irritstion effect.
I got this as a gift a few months back and have been using it since. To begin with I have a dry skin.
After using this product at the beginning there was no particular reaction on my skin but after a while my skin develop some acne spots (which is weird for me bcos due to my dry skin i never develop more then 1 pimples and usually only occur when i am on my period) and worse some spots like the side of my eye, side of lips and my right cheeks got extremely dry like a snake scaly skin.
Only after i stop using the product my dry skin spots start getting better with a moisturizer that i have used long before kiehls.
Hi Paris B, thank alot for your information!!
I’m from Vietnam, and I am searching for buy this product then used the sample. But my husband in US said it was out of stock and said maybe it had some problems so It couldn’t be produced. And I found you with your information… So sad… I have some problems with my sensitive skin but this cream really suits me…Now I have to find another cream that is hard to accept.
Anyway tks again!! Good job PB!!
Thank you Winnie. I’m happy you found the information useful, and that the cream worked for you. I still feel sore about how it was handled, but I do hope you find another product that is just as good for your skin 🙂