Lip Balm #1
Product Details
Web ID: 1004477Gritty and terrible (but didn’t used to be)
Bought this for 25+ years….they changed the formula and now I’m switching. So disappointed.
Customer review from kiehls.com
Response from kiehls.com
Hi there! We're so sorry to hear about your disappointing experience with our lip balm. We understand how frustrating it is when a product you've loved for years changes. We recently updated our formula, and we appreciate you letting us know about the gritty texture. We take customer feedback very seriously, and we'll share your comments with our product development team. We value your loyalty over the past 25 years, and we'd hate to lose you as a customer. Please feel free to contact us directly at 1-800-543-4572 Mon - Sun 10am-7pm EST providing case number 40757486, so we can learn more about your specific concerns and explore options to make things right.
BAD new formula
New formula dries out on lips after a few mins! Had to reapply constantly :( Looks like the formula has been changed
Customer review from kiehls.com
Response from kiehls.com
We are sorry to hear about the experience you had with Lip Balm #1. We would like to speak with you directly about it. Please give us a call @ 800-KIEHLS-2 M-F 9:00 am – 5:30 pm ET for assistance and provide the reference # 40702262. Looking forward to speaking with you. It would be helpful if you could have the product available when you call.
New formula is awful and dries out lips!
My review used to be 5 stars..but they recently changed the formula and now my lips are dried out. I am so disappointed. I have happily used this product for 20 years!! But now, I now need to search for a new product.
Customer review from kiehls.com
Response from kiehls.com
We are sorry to hear about the experience you had with Lip Balm #1. We would like to speak with you directly about it. Please give us a call @ 800-KIEHLS-2 M-F 9:00 am – 5:30 pm ET for assistance and provide the reference #40685874. Looking forward to speaking with you. It would be helpful if you could have the product available when you call.
Definitely not new and improved
I am so disappointed. I have used this product for almost 20 years, and my recent purchase the lip balms were far different than they use to be. They are clumpy and dry my lips out instead of hydrating them. I thought may I just got a bad batch, but after reading all the negative reviews I realize it’s not just me and it’s a new formula. I’m hopeful you will go back to the old formula or I’ll have to find something new from another company
Customer review from kiehls.com
Response from kiehls.com
We are sorry to hear about the experience you had with Lip Balm #1. We would like to speak with you directly about it. Please give us a call @ 800-KIEHLS-2 M-F 9:00 am – 5:30 pm ET for assistance and provide the reference # 40685315. Looking forward to speaking with you. It would be helpful if you could have the product available when you call.
Bring Back The Original Blue Chapstick!
The whole point of chapstick is to apply it in less than 5 seconds and continue your day. This container design is not convenient or helping contribute to ease of use. The previous classic blue chapstick design, formula, and overall product was significantly better and makes the new product look atrocious. I've been a loyal Kiehls customer for 18+ years and this is the first time I've ever had a "Buy it for life" product get discontinued. Why would they get rid of it? Cutting costs? Profits? Did we forget about the shareholders? Just, devestating.
Customer review from kiehls.com
Response from kiehls.com
Hi there! Thank you for reaching out about our Lip Balm #1. We make every effort to provide the highest quality products for our consumers and want to know whenever a product is not satisfactory and we will forward your feedback along. We appreciate you sharing your experience and hope you can continue to try our products with greater satisfaction in the future!
Ruined my favorite lip balm with this new formula
I have used this product forever and I never write reviews. but I've now had to throw away multiple tubes before I found out that this formula changed. It is terrible now and does not have any of the same characteristics of the lip balm I loved. I put it on every night, carried it in my purse and was never without it. Now I am looking for another brand to replace this. SO disappointed.
Customer review from kiehls.com
Response from kiehls.com
Hi there! Thank you for reaching out about our Lip Balm #1. We're so sorry to hear about your experience. We understand your disappointment with the formula change, especially for a product you've loved for so long. We appreciate you taking the time to share your feedback, even though you don't usually write reviews. We know how frustrating it is to lose a favorite product, and we'll be sure to share your comments with our product development team. In the meantime, if you'd like to explore other Kiehl's lip balms that might meet your needs. We'd be happy to suggest alternatives.
So sad this isn’t the Lip Balm #1 I knew and loved
So disappointing! I’ve been using this product for 30 years; it was the absolute best lip balm. I was on my last tube, so I recently picked up some more. I threw a tube in my purse, and used some while in the car. It didn’t feel right, but I thought maybe it’s cold, it’s new, whatever. Same thing with each subsequent application. I mean, I guess it feels somewhat moisturizing when first applied, but that lasts about five minutes, then my lips feel dry, yet also tacky. I noticed the color was different as well. When I got home today, I finally checked the ingredients - not even close! Squalane was the second ingredient in the old formulation, followed by lanolin. It’s the seventh ingredient listed in the new formula (which doesn’t contain any lanolin at all). The tube states “A Kiehl’s classic since 1969.” WHY change the formulation of such a beloved product? No where on the package is there any mention of reformulation. A heads-up would’ve been nice. I could have made an informed choice. Instead, I feel like I’ve been tricked and I’ve wasted my money.
Customer review from kiehls.com
Response from kiehls.com
Hi there! We are very sorry to hear about your experience with Lip Balm #1. We would like to speak to you directly about this. Please contact our Consumer Care Center at 800-KIEHLS-2 M-F 9:00 am – 5:30 pm ET for assistance and provide the reference #40660294. We look forward to speaking with you!
NEVER USE THIS: Wrecked my lips for over a week
I received this lip balm as part of the Kiehl’s holiday advent calendar my husband bought me. I’ve been a loyal Kiehl’s user for years. My entire skincare routine—from shampoo and conditioner to moisturizer, retinol, vitamin C, and sunscreen—is almost exclusively Kiehl’s. That’s why I didn’t think twice about reaching for their lip balm (new formula) before a recent dental appointment. Big mistake. I hadn’t tried the beloved original version, but looking through the reviews, it’s clear the bulk of the praise is from years ago—before the reformulation. This new version? I genuinely can’t imagine it working well for anyone. First, the texture is gritty, which feels unpleasant and oddly abrasive. The applicator isn’t user-friendly either—I had to use my finger to apply it, which is not ideal when you’re in a medical office and touching door handles. But I could overlook that if the product actually worked. Instead, I found myself reapplying constantly—ten times during one dental cleaning visit alone—and it still left my lips feeling dry. Even worse, after using it, my lips became red, cracked, and flaky. The skin around my mouth—where the balm had touched—is still raw and irritated a full week later. For context: I’m 28 with healthy skin and typically heal quickly. This is not normal. This isn’t just a “didn’t work for me” situation. This formula is genuinely damaging. If you’ve purchased it, I honestly recommend tossing it out before it has the chance to harm your skin the way it did mine. Kiehl’s has always been a brand I could trust for gentle, effective products, which makes this experience even more disappointing. I truly wonder—did anyone on your product development team actually test this balm over time? If not, please do. You might be surprised by how poorly it performs—and how harmful it actually is.
Customer review from kiehls.com
Response from kiehls.com
Hi there! We are so sorry to hear about your experience with our Lip Balm #1 and would like to speak with you directly about it. Please call 800-KIEHLS-2 M-F 9:00 am – 5:30 pm ET, with case #40656012. We look forward to hearing from you soon!