Hello, The customer was advise via email today 7/7: Unfortunately we do not accept returns, exchanges or refunds; all sales are final Please note we will be sending you out a fresh new Kymajesty! Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
Hello,
Per our policy, we only provide replacements we don't provide refundsThe customer was advised today to file a claim with USPS, upon receipt of the claim number we can issue a replacement package
As advised due to the consistency the formula will move in the via and there may appear to be product missing, but as confirmed we fill our products to net weight therefore no
product is missing from the bottle
Hello,
The customer was advised to provide the below information so that we can look into this for her.
Please provide the
information below and we can pass this along to our team to have approvedA photo of the front and back of cardholder IDContact phone numberReason for the purchaseWe need to take these extra precautions to protect our customersIt would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this orderWe appreciate your cooperation
Hello,
Unfortunately per our policy we do not accept returns or provide exchanges, and as you can see from our website there are no stipulations to this policy
Rubbish customer service my matte lipstick had a spelling mistake on it & the 'kylie' logo started to fade off the tube! I Could not find my delivery confirmation email but did send them screen shots of the things they asked me for, I was dealing with a different person everytime I emailed them! I got asked the same questions over and over again prior to me already answering themIn the end they said they couldn't do anything as I did not have my order number which I told them this in the first place as they asked for my bank details to see what they could do but they never replied! Had to email them again like times!!! Finally I got an email off them which was not the same person who was dealing with me which to then she asked for my order number again and said if I did not have it there's nothing they can possibly doWill not order again, they do not care about there customers at all!
Hello,
The customer was advised via email today 7/14, that we will issue a replacement once we received the customers product backPlease see exact email customer was sent:
Helvetica, Arial, sans-serif; background-">"Please return the product using the return label attached, please include a note inside of your package including your name, address, and order number.Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order! Thank you!"
Complaint:
I am rejecting this response because: Money was taken from my account on the 9th of November, see attached screen shotThat is a ridiculous amount of time not to be notified or told about the situation, especially when my account said it had been charged but not fulfilledI want to be compensated with a similar product (since the one I ordered is out of stock) free of charge for all my wasted time & financial stressIts totally unacceptable that this has not been offered the whole time! That is the only resolution I will be satisfied withDo not email me back with anything to do with refunds as that has already been addressed.
Regards,
A*** ***
Hello,
The issue has been resolved and we have issued the customers' replacementMy only request is for next time please send a clear photo so we can see the product that was receivedAs the attached photo is the only photo the customer sent and that is why we requested another one
I have ordered a lip kits (each at different times) and never had an issues
Also, for one of my orders, I forgot to add my Suite # and Customer Service replied to me quickly stating that they fixed my addressDelivery is super quick (3-days)
Product is awesome and smells delicious!
These products are such poor qualityMy last item wasn't even all the way fullI've been completely ignored by their customer serviceWhat a shameJust threw my money out the window
Hello,
If package is received empty, the contents was lost likely stolen in transit, that is why we request a claim for stolen package be filed with USPSOnce we have the USPS claim number we can issue a replacement package to you
The customer emailed us and advised they wanted G*** instead of MalibooSince G*** was already out of stock, the customer was advised of the below,
New Roman";">“Unfortunately, we are unable to remove/add products to your orderWe can either cancel the order completely, or swap the extra product(s) for items that are of equal value
and are in stock on our websitePlease note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items you'd like to
swap!” The customer emailed us on this issue from multiple email threads which we recommend not to doThe customer emailed us advising, “I have NOT heard anything
back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and wantDo I need to reorder
or will the order Kbe updated and fulfilled with all new summer shades G***K*** ***Thanks!! Please advise ASAP!!!” This request was not about swapping, it was about shipping, and therefore we responded, “Your order is currently processing, and we can't wait for you to receive it!Our processing time for orders is 3-days business days, business days do NOT include the weekendOnce shipped, your delivery time within the United States is 3-business days and 10-business days internationallyPlease keep in mind that during the holidays, processing times may varyOnce your order ships you'll receive an email with tracking.” Unfortunately we were not able to swap the item before the order shipped, and since G*** was not in stock we could not swap for G***Per our policy (see attached) we do not accept exchanges the customer’ order will remain as is
Tahoma, sans-serif;">Our response time for emails is 24-hours, see policy attached. The customer continuously emailed Kylie Cosmetics from the same email chain bringing them
to the front of the queue with the newest emailsWe do answer the oldest emails first that is why their email was not answeredAt the time of our email response
the order K3677738 had already shipped and therefore unable to be canceledWe are only able to cancel an order if it has not shipped Per our policy, see
attached we do not accept returns or provide refunds
Our response time for emails is 24-hours, see policy attachedThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the
queue with the newest emailsWe do answer
the oldest emails first that is why her email was not answeredWe only issue replacement packages we do not issue refunds, and
today via email the customer was advised that we are issuing a replacement package of Reign and So CuteYou will not be charged a customs' fee for the replacement
package
Complaint:
I am rejecting this response because:
Regards,
A*** ***
There was more than "one" bristle that was splayed, as the picture shows it was a group of bristlesI was advised I could PAY to return the degective lroduct which was not acceptableI will not pay anything for a defective productIn fact as the consumer, I should be getting a refund
I purchased times from Kylie Cosmetics, lip kits & metals totalFirst off shipping was always excellentthat's the only good thing I can sayThe product, not worth it at all, not worth the high price tag and not worth the overpriced shippingI wasn't happy with the or Candy K, I did not feel they were true to colorI looked at several pictures on Kylie and other people with similar skin tone as mine before purchasing and these were much darker than in pictures or videoI also experienced the color balling up on my lips after a few hours of use with of the lip kitsI emailed and they only responded with no refunds, exchange or returns but here are some tips: your lips are dry and if you want our product to go the distance and last use a primer or lip pencil before the liquid lipstickI've never had a problem with any lipstick or liquid to matte before and never needed a primer for a good quality brandThere are too many brands out there to waste money on ones that can't deliver the quality
Hello, The customer was advise via email today 7/7: Unfortunately we do not accept returns, exchanges or refunds; all sales are final Please note we will be sending you out a fresh new Kymajesty! Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
Hello,
Per our policy, we only provide replacements we don't provide refundsThe customer was advised today to file a claim with USPS, upon receipt of the claim number we can issue a replacement package
As advised due to the consistency the formula will move in the via and there may appear to be product missing, but as confirmed we fill our products to net weight therefore no
product is missing from the bottle
Hello,
The customer was advised to provide the below information so that we can look into this for her.
Please provide the
information below and we can pass this along to our team to have approvedA photo of the front and back of cardholder IDContact phone numberReason for the purchaseWe need to take these extra precautions to protect our customersIt would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this orderWe appreciate your cooperation
Hello,
Unfortunately per our policy we do not accept returns or provide exchanges, and as you can see from our website there are no stipulations to this policy
Kylie cosmetics fill the bottles half full after you pay an arm and a leg
Rubbish customer service my matte lipstick had a spelling mistake on it & the 'kylie' logo started to fade off the tube! I Could not find my delivery confirmation email but did send them screen shots of the things they asked me for, I was dealing with a different person everytime I emailed them! I got asked the same questions over and over again prior to me already answering themIn the end they said they couldn't do anything as I did not have my order number which I told them this in the first place as they asked for my bank details to see what they could do but they never replied! Had to email them again like times!!! Finally I got an email off them which was not the same person who was dealing with me which to then she asked for my order number again and said if I did not have it there's nothing they can possibly doWill not order again, they do not care about there customers at all!
Hello,
The customer was advised via email today 7/14, that we will issue a replacement once we received the customers product backPlease see exact email customer was sent:
Helvetica, Arial, sans-serif; background-">"Please return the product using the return label attached, please include a note inside of your package including your name, address, and order number.Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order! Thank you!"
Complaint:
I am rejecting this response because: Money was taken from my account on the 9th of November, see attached screen shotThat is a ridiculous amount of time not to be notified or told about the situation, especially when my account said it had been charged but not fulfilledI want to be compensated with a similar product (since the one I ordered is out of stock) free of charge for all my wasted time & financial stressIts totally unacceptable that this has not been offered the whole time! That is the only resolution I will be satisfied withDo not email me back with anything to do with refunds as that has already been addressed.
Regards,
A*** ***
They say they weigh their boxes before shipping, yet I received a mettalic lip gloss that was half emptyHow does that make it past the scale?
Hello,
The issue has been resolved and we have issued the customers' replacementMy only request is for next time please send a clear photo so we can see the product that was receivedAs the attached photo is the only photo the customer sent and that is why we requested another one
I have ordered a lip kits (each at different times) and never had an issues
Also, for one of my orders, I forgot to add my Suite # and Customer Service replied to me quickly stating that they fixed my addressDelivery is super quick (3-days)
Product is awesome and smells delicious!
Kylie Cosmetics is great! I absolutely love their products and it makes my life better
These products are such poor qualityMy last item wasn't even all the way fullI've been completely ignored by their customer serviceWhat a shameJust threw my money out the window
Hello,
If package is received empty, the contents was lost likely stolen in transit, that is why we request a claim for stolen package be filed with USPSOnce we have the USPS claim number we can issue a replacement package to you
The customer emailed us and advised they wanted G*** instead of MalibooSince G*** was already out of stock, the customer was advised of the below,
New Roman";">“Unfortunately, we are unable to remove/add products to your orderWe can either cancel the order completely, or swap the extra product(s) for items that are of equal value
and are in stock on our websitePlease note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items you'd like to
swap!” The customer emailed us on this issue from multiple email threads which we recommend not to doThe customer emailed us advising, “I have NOT heard anything
back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and wantDo I need to reorder
or will the order Kbe updated and fulfilled with all new summer shades G***K*** ***Thanks!! Please advise ASAP!!!” This request was not about swapping, it was about shipping, and therefore we responded, “Your order is currently processing, and we can't wait for you to receive it!Our processing time for orders is 3-days business days, business days do NOT include the weekendOnce shipped, your delivery time within the United States is 3-business days and 10-business days internationallyPlease keep in mind that during the holidays, processing times may varyOnce your order ships you'll receive an email with tracking.” Unfortunately we were not able to swap the item before the order shipped, and since G*** was not in stock we could not swap for G***Per our policy (see attached) we do not accept exchanges the customer’ order will remain as is
Tahoma, sans-serif;">Our response time for emails is 24-hours, see policy attached. The customer continuously emailed Kylie Cosmetics from the same email chain bringing them
to the front of the queue with the newest emailsWe do answer the oldest emails first that is why their email was not answeredAt the time of our email response
the order K3677738 had already shipped and therefore unable to be canceledWe are only able to cancel an order if it has not shipped Per our policy, see
attached we do not accept returns or provide refunds
Our response time for emails is 24-hours, see policy attachedThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the
queue with the newest emailsWe do answer
the oldest emails first that is why her email was not answeredWe only issue replacement packages we do not issue refunds, and
today via email the customer was advised that we are issuing a replacement package of Reign and So CuteYou will not be charged a customs' fee for the replacement
package
Complaint:
I am rejecting this response because:
Regards,
A*** ***
There was more than "one" bristle that was splayed, as the picture shows it was a group of bristlesI was advised I could PAY to return the degective lroduct which was not acceptableI will not pay anything for a defective productIn fact as the consumer, I should be getting a refund
I purchased times from Kylie Cosmetics, lip kits & metals totalFirst off shipping was always excellentthat's the only good thing I can sayThe product, not worth it at all, not worth the high price tag and not worth the overpriced shippingI wasn't happy with the or Candy K, I did not feel they were true to colorI looked at several pictures on Kylie and other people with similar skin tone as mine before purchasing and these were much darker than in pictures or videoI also experienced the color balling up on my lips after a few hours of use with of the lip kitsI emailed and they only responded with no refunds, exchange or returns but here are some tips: your lips are dry and if you want our product to go the distance and last use a primer or lip pencil before the liquid lipstickI've never had a problem with any lipstick or liquid to matte before and never needed a primer for a good quality brandThere are too many brands out there to waste money on ones that can't deliver the quality