I have ordered about times from Kylie CosmeticsEvery time I received my lip glosses very quickly
There was one time I received a wrong color that I didn't orderI emailed Kylie Cosmetics and was apologized to and sent a replacement pretty quicklyThey didn't even ask me to try to send the incorrect color back to them
I have had excellent customer service with Kylie CosmeticsThe product is great and I've been very happy with my glosses
Thanks guys!
Hello,
Via email on 8/the customer was advised that we are sending a replacement package, see exact email verbiage below:
background-">"We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 3-business days, once your replacement package goes out you'll receive an email with tracking."
Complaint:
I am rejecting this response because:
We're just going around in circles hereAgain, I need something done, besides apologies and stating what the business already told me for the 100th timeIf you don't issue replacements on packaging, refund the shipping rate I paidDo something to resolve the problem, don't repeatedly apologize
Regards,
*** *** ***
Hello,
As our policy states we do not provide refundsBut we can have the customer return the product back (for our lab to review) and we can send her a replacement Maliboo liquid
lipstickToday 7/via email the customer was advised:Helvetica Neue", 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!"
I received the wrong itemsI have tried unsuccessfully to reach someone in customer service to try to get the items I ordered They have not responded to my emails and they do not list a phone number I will dispute the charges
Complaint:
I am rejecting this response because I do not believe it is acceptable to make someone pay for damaged goodsThe photos sent to Kylie Cosmetics clearly illustrated that product can be seen on the outside of the bottles and that the packaging is not just roughed up it is damaged I would never purchase a product that looked like this in a store, and I expect the same standard even though they were bought onlineAs for the response about my wife being happy to use the goods, this is out of contextMy wife certainly was not happy with or OK with using any of the products mentioned in this dispute as some of the product had been found on the outside of the bottlesShe was happy with the Matte Lip Kits because there is no evidence of leaking or tampering with these goodsHowever, I personally still feel that there is a risk with these Lip Kits as well as they were sent in the same package with the glosses and metal lipsticks that were damaged and opened.
I am extremely disappointed that Kylie Cosmetics have mis-represented my response when they claimed that I said my wife would be happy to use the productsThis is taken out of context, as this was said regarding the other products that were in new condition, not the damaged products that this complaint is regardingThis complaint is coming from myself, not my wife, as I paid for these and am not happy with the result.
Regards,
J*** ***
Verdana, Tahoma, sans-serif;">We are so sorry for the confusion! Unfortunately, we were unable to restock all of our products for our Cyber Monday promotion as our Limited Edition Holiday
Collection has been in extremely high demand and is sold outWe sincerely apologize for the inconvenienceBased on this information we will not be extending
promotions such as 20% or free shipping
Hello,
The customer initially emailed us on this issue on 6/about transit time, and we responded on 6/with requesting the customer’s order number so
10pt background: white;">we can look into it for themThe customer responded on 6/and again on 7/4, pushing her to the front of the email queue with the new emails and
we do answer old emails firstWe responded to the customer on 7/providing the tracking number, and the customer emailed on 7/requesting the
location of her packageAccording to tracking LZ88#####86US the package was delivered on 7/If the customer has not received their package we recommend they
contact their local post office to trace the location of their package
Hello,
Unfortunately based on the information you provided below we can confirm this is not a Kyliecosmetics.com order our order numbers start with a K,
and our order
numbers are longer than digitsIn addition, the customer sited kyliecosmeticsoutlets as the business they ordered fromWe are Kyliecsometics.com, and we
are not affiliated with any other business nor do we authorize anyone to resell our products, see policy attachedTherefore, we would advise to contact the
site you placed the order with they are the only ones that can assist you
I have purchased in total of four lip kits from kylie cosmeticsWhen exposed was released I immediately purchased it online as soon as the Kylie cosmetic website restockedWhen my package arrived my lipstick was not in its package and I only had the lip linerI immediately messaged Kylie cosmetics customer service with proof of purchase and photos of my packageI have emailed customer service a total of seven times now with no responseI am never purchasing from this company again! The lack of concern for their customers is very concerningEspecially customers who spend hundreds of dollars, like myself!
Hello,
Because quality is very important to us, and the customer advised that there are multiple bristles splayed we provided the customer with a return labelThe customer was advised to send us back the product using a prepaid shipping label we provided, and once we receive the gloss we will issue a replacement gloss to the customer
Hello,
I checked the customers' past emails and we responded within our response time of 24-hours each, time, and provided an accurate responseFore the most currently issue we requested photos, we are pending photos before we can issue the Exposed liner
Complaint:
I am rejecting this response because:
I will not accept a response until I have the actual liquid lipstick that I ordered in my handsI do not believe that "spamming" is a reliable excuse for not responding to my emailsI have heard MULTIPLE ACCOUNTS where customers have emailed customer service without hearing anything for up to daysWhat other options does a customer have than to email customer service more than once to get a response?
Regards,
E*** ***
I feel if I am going to pay $for a cosmetic product from a multi-million dollar celebrity, the product should be of high quality with superior customer serviceI had recieved my lip kits and come to find the bottles are not even full! I had ordered many Kylie lip kits and most of them were only filled 40-50% with liquidI found this out by simply partially opening the tube and swirling the applicator around the inside of the tubeDoing this, it exposes a bare line inside the tube where product has been whiped away from insideWhen I completely close the tube, the bare line is SUPPOSED to disappear as the liquid product should rise from the applicator being inserted completely back into the tube to cover the exposed bare lineBUT, this does NOT happen! When fully inserted and twisted shut, the bare area is still there, showing that the tube was not even 60% fullI got the idea to check my own batch from watching many youtubers and reading reviews of customers having the same problem; tube not being filledYou're better off buying colorpop lipsticks because not only is it a quarter of the price, but it has almost the same exact ingredients!
Not only is the customer service non-existent, the website is very faultyI've had two experiences where I've tried to order from KylieCosmetics.com and given my accurate card informationI had recieved an error message saying that my order was not process but money was still taken out of my bank account! I recieved no tracking number or confirmation number of my order, but the funds had clearly been posted! It took two weeks for someone to get back to me via email and a few more days after that for my funds to be released back into my account
I've ordered about times (internationally) now and all of them went super smoothFirst I was afraid it would go wrong since I've read the negative reviews, however I am super pleased with Kylie CosmeticsOn each of my separate orders I received the shipping confirmation within dayEven on the day of the new fall lip kit launch when I ordered Spice, I got my confirmation within a dayAnd within a week I received my order in perfect conditionThe shipping went very fast and I'm very satisfied with all my purchasesThe lip kits are of amazing quality and apply smoothly, the kyshadow and Kyliner are super pigmented and stay on all dayThe money you spend is well worth of the products and I will definitely order more of her cosmetic line
I really liked the product first time I ordered it shipped fastThe second time I ordered it has been almost two weeks and it has not even shippedBut people who ordered after me have already received their products so that is frustrating
Hello,
Customer was advised on 5/25: We are very sorry to hear this
However, we cannot assist with locating your missing international order."We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and
ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may causeShipping Policy:
http://kyliecosmetics.com/pages/shipping-policy
On 8/8/ the customer was advised, “Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before you
finished yours. We're very sorry for the inconvenience, but don't worry, we'll have more soon. Kylie will announce restock launches via her social media Any pending charges will be removed from your account in 7-business days. We are so sorry for any inconvenience this may cause.” The customer will have to reorder any of
the products that they were not able to purchase at our next launchWe do not provide compensation or refund shipping costs
Using the customers email address
BlinkMacSystemFont, "San Francisco", Roboto, "Segoe UI", "Helvetica Neue", sans-serif; background-">I***@gmail.com the orders the customer is stating they made actually failed and did not go throughThe charges on the customers' credit
card will remain pending and drop offI also checked to see if any of there was an approved order under the customers credit card for G*** or 22, and there were notToday 8/the
customer was advised via email, "Unfortunately, it looks like your orders have failedAny pending charges you see on your account will remove in 7-business days."
I have ordered about times from Kylie CosmeticsEvery time I received my lip glosses very quickly
There was one time I received a wrong color that I didn't orderI emailed Kylie Cosmetics and was apologized to and sent a replacement pretty quicklyThey didn't even ask me to try to send the incorrect color back to them
I have had excellent customer service with Kylie CosmeticsThe product is great and I've been very happy with my glosses
Thanks guys!
Hello,
Via email on 8/the customer was advised that we are sending a replacement package, see exact email verbiage below:
background-">"We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 3-business days, once your replacement package goes out you'll receive an email with tracking."
Complaint:
I am rejecting this response because:
We're just going around in circles hereAgain, I need something done, besides apologies and stating what the business already told me for the 100th timeIf you don't issue replacements on packaging, refund the shipping rate I paidDo something to resolve the problem, don't repeatedly apologize
Regards,
*** *** ***
Hello,
As our policy states we do not provide refundsBut we can have the customer return the product back (for our lab to review) and we can send her a replacement Maliboo liquid
lipstickToday 7/via email the customer was advised:Helvetica Neue", 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!"
I received the wrong itemsI have tried unsuccessfully to reach someone in customer service to try to get the items I ordered They have not responded to my emails and they do not list a phone number I will dispute the charges
Complaint:
I am rejecting this response because I do not believe it is acceptable to make someone pay for damaged goodsThe photos sent to Kylie Cosmetics clearly illustrated that product can be seen on the outside of the bottles and that the packaging is not just roughed up it is damaged I would never purchase a product that looked like this in a store, and I expect the same standard even though they were bought onlineAs for the response about my wife being happy to use the goods, this is out of contextMy wife certainly was not happy with or OK with using any of the products mentioned in this dispute as some of the product had been found on the outside of the bottlesShe was happy with the Matte Lip Kits because there is no evidence of leaking or tampering with these goodsHowever, I personally still feel that there is a risk with these Lip Kits as well as they were sent in the same package with the glosses and metal lipsticks that were damaged and opened.
I am extremely disappointed that Kylie Cosmetics have mis-represented my response when they claimed that I said my wife would be happy to use the productsThis is taken out of context, as this was said regarding the other products that were in new condition, not the damaged products that this complaint is regardingThis complaint is coming from myself, not my wife, as I paid for these and am not happy with the result.
Regards,
J*** ***
Verdana, Tahoma, sans-serif;">We are so sorry for the confusion! Unfortunately, we were unable to restock all of our products for our Cyber Monday promotion as our Limited Edition Holiday
Collection has been in extremely high demand and is sold outWe sincerely apologize for the inconvenienceBased on this information we will not be extending
promotions such as 20% or free shipping
Hello,
The customer initially emailed us on this issue on 6/about transit time, and we responded on 6/with requesting the customer’s order number so
10pt background: white;">we can look into it for themThe customer responded on 6/and again on 7/4, pushing her to the front of the email queue with the new emails and
we do answer old emails firstWe responded to the customer on 7/providing the tracking number, and the customer emailed on 7/requesting the
location of her packageAccording to tracking LZ88#####86US the package was delivered on 7/If the customer has not received their package we recommend they
contact their local post office to trace the location of their package
Hello,
Unfortunately based on the information you provided below we can confirm this is not a Kyliecosmetics.com order our order numbers start with a K,
and our order
numbers are longer than digitsIn addition, the customer sited kyliecosmeticsoutlets as the business they ordered fromWe are Kyliecsometics.com, and we
are not affiliated with any other business nor do we authorize anyone to resell our products, see policy attachedTherefore, we would advise to contact the
site you placed the order with they are the only ones that can assist you
I have purchased in total of four lip kits from kylie cosmeticsWhen exposed was released I immediately purchased it online as soon as the Kylie cosmetic website restockedWhen my package arrived my lipstick was not in its package and I only had the lip linerI immediately messaged Kylie cosmetics customer service with proof of purchase and photos of my packageI have emailed customer service a total of seven times now with no responseI am never purchasing from this company again! The lack of concern for their customers is very concerningEspecially customers who spend hundreds of dollars, like myself!
Hello,
Because quality is very important to us, and the customer advised that there are multiple bristles splayed we provided the customer with a return labelThe customer was advised to send us back the product using a prepaid shipping label we provided, and once we receive the gloss we will issue a replacement gloss to the customer
Hello,
I checked the customers' past emails and we responded within our response time of 24-hours each, time, and provided an accurate responseFore the most currently issue we requested photos, we are pending photos before we can issue the Exposed liner
Complaint:
I am rejecting this response because:
I will not accept a response until I have the actual liquid lipstick that I ordered in my handsI do not believe that "spamming" is a reliable excuse for not responding to my emailsI have heard MULTIPLE ACCOUNTS where customers have emailed customer service without hearing anything for up to daysWhat other options does a customer have than to email customer service more than once to get a response?
Regards,
E*** ***
I have emailed them several times about my orderThey respond back with the same answerVery poor customer service
I feel if I am going to pay $for a cosmetic product from a multi-million dollar celebrity, the product should be of high quality with superior customer serviceI had recieved my lip kits and come to find the bottles are not even full! I had ordered many Kylie lip kits and most of them were only filled 40-50% with liquidI found this out by simply partially opening the tube and swirling the applicator around the inside of the tubeDoing this, it exposes a bare line inside the tube where product has been whiped away from insideWhen I completely close the tube, the bare line is SUPPOSED to disappear as the liquid product should rise from the applicator being inserted completely back into the tube to cover the exposed bare lineBUT, this does NOT happen! When fully inserted and twisted shut, the bare area is still there, showing that the tube was not even 60% fullI got the idea to check my own batch from watching many youtubers and reading reviews of customers having the same problem; tube not being filledYou're better off buying colorpop lipsticks because not only is it a quarter of the price, but it has almost the same exact ingredients!
Not only is the customer service non-existent, the website is very faultyI've had two experiences where I've tried to order from KylieCosmetics.com and given my accurate card informationI had recieved an error message saying that my order was not process but money was still taken out of my bank account! I recieved no tracking number or confirmation number of my order, but the funds had clearly been posted! It took two weeks for someone to get back to me via email and a few more days after that for my funds to be released back into my account
I've ordered about times (internationally) now and all of them went super smoothFirst I was afraid it would go wrong since I've read the negative reviews, however I am super pleased with Kylie CosmeticsOn each of my separate orders I received the shipping confirmation within dayEven on the day of the new fall lip kit launch when I ordered Spice, I got my confirmation within a dayAnd within a week I received my order in perfect conditionThe shipping went very fast and I'm very satisfied with all my purchasesThe lip kits are of amazing quality and apply smoothly, the kyshadow and Kyliner are super pigmented and stay on all dayThe money you spend is well worth of the products and I will definitely order more of her cosmetic line
I really liked the product first time I ordered it shipped fastThe second time I ordered it has been almost two weeks and it has not even shippedBut people who ordered after me have already received their products so that is frustrating
Hello,
Customer was advised on 5/25: We are very sorry to hear this
However, we cannot assist with locating your missing international order."We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and
ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may causeShipping Policy:
http://kyliecosmetics.com/pages/shipping-policy
On 8/8/ the customer was advised, “Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before you
finished yours. We're very sorry for the inconvenience, but don't worry, we'll have more soon. Kylie will announce restock launches via her social media Any pending charges will be removed from your account in 7-business days. We are so sorry for any inconvenience this may cause.” The customer will have to reorder any of
the products that they were not able to purchase at our next launchWe do not provide compensation or refund shipping costs
Using the customers email address
BlinkMacSystemFont, "San Francisco", Roboto, "Segoe UI", "Helvetica Neue", sans-serif; background-">I***@gmail.com the orders the customer is stating they made actually failed and did not go throughThe charges on the customers' credit
card will remain pending and drop offI also checked to see if any of there was an approved order under the customers credit card for G*** or 22, and there were notToday 8/the
customer was advised via email, "Unfortunately, it looks like your orders have failedAny pending charges you see on your account will remove in 7-business days."