Complaint:
I am rejecting this response because:
At the time I purchased the item from this company, the return policy said one thing on their FAQ page and then when I went on the day I had issued the complaint through Revdex.com, they went on and changed it on the website.
I would like a full refund or a full exchange.
Regards,
*** ***
Hello,
Based on your contact information we are are not able to locate an email from you, please provide us with the email address you usedOnce we have that email address we can
best assist you with this issue
Per our policy we only issue repalcements we don't issue refunds, see policy attachedOur response time for emails is 24-hours, andTimes New Roman", serif; background: white;">in review of the email chain we responded to the customer within this time frameIn addition, we did advise the customer that we were
issuing a replacement order of Poppin’ to themWe advised processing times for this order is 7-business days, and once the order
ships they will receive an email with tracking
Hello,
On 10/we advised the customer we will not be accepting a return or issuing a refund, per our policy, see attachedSee below for exact email verbiage customer advised.
14pxAktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Thanks for reaching out! If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any
type of reaction before purchasing multiple items, as we do not currently have a return, refund or exchange policy.Our lab is in the process of creating an exact ingredient listing so that we may answer your question accurately and provide you with the most up to date
informationOnce we receive a complete ingredient listing for our products, we will list it on the siteWe hope this is helpful!"
Hello,
In reviewing the email chain, the correspondence took place from 7/25-7/which was a hour periodWe did not receive an email from this customer prior to 7/from her
email address
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">[email protected]. We were well within our response time that is listed on our website, see attachedAs advised we would ship the product out soon, and per
the tracking number 94***8***5 the replacement order shipped on 7/
I ordered dead of knight from the Kylie Cosmetics websiteWhen it arrived I was so happyive only worn it once since buying it and I loved the product itselfI saw some reviews online saying how when they got their lip kit it was only half fullSo, I go and I check mine and it was the same storyI paid $for this product including shipping and to receive a product that was only half full was very disappointingWhile I love Kylie Jenners lipsticks I would not buy them again for fear of not getting the amount I paid forI would not recommend this product to anyone just for the fact that I paid a lot of money for a product that was only half full
I don't feel that this review should be rated as "Negative" and "Neutral" is fairI have all but lip kits (True Brown, Skylie and Freedom)I received my lip kits, metallics and glosses in a timely manner and nothing missing
When I received metallic Reign, I didnt feel that the product up to par because the texture seemed clumpy and dried out and the tube was half full
I contacted Customer Service about this issue, along with pictures, explaining that I understood their return policy and asked for a replacement or refund
Customer Service responded "Yes, that is the fill line for our shades; we fill them to this level to avoid leakageUsually, when the wand is inserted it will push product up, however this does not always happen-which was the case with yoursWe apologize for the confusion."
They did not mention anything about the texture or replacementI threw away the tube after trying and hoping the texture would somehow magically improve
I did not experience the issues mentioned above with the other metallics Heir, KyMajesty or King KThe texture was fine and the tubes were full
Since receiving the response from Customer Service, I have purchased other products from Kylie CosmeticsI still recommend Kylie CosmeticsI have purchased lip kits for friends and coworkersI hope that customer service improves and takes care of their customersI work in customer serviceI would've exchanged the metallic in a heart beat after seeing the photosThank you
I bought a few original colors & some glosses off the first batch she soldAll mattes are extremely dry on the lips and my gloss brushes were defectiveWhen I reached out to them about it customer service said my brush was still usable so they wouldn't refund me or send me anythingOnce jeffree star had the same problem and made it known, I was sent a new gloss, if it wasn't for him, I would have gotten ripped offTheir shipping and tax is overpriced! After buying my lip glosses and having that terrible experience, I stopped buying
I do not recommend buying from this brand
Hello,
The customer was emailing from different email addresses
255);">[email protected] and [email protected] we do recommend to
email from one email address to ensure you are provided with the best assistanceThe customer was advised on 7/28, "We are so sorry for the
delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking." According to
tracking 94***08 the customers' replacement order shipped on 7/and we sent a notification email
to [email protected]
Complaint:
I am rejecting this response because:
Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items
onlineHowever, this is my issue every time they do a restock I log in the second the online store reopensTheir store allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting areaDuring this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold outI understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our orderWhat they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay forTheir disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave aboveYesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold outThe store opened at 3pm and 3:02pm I was denied productIt's ridiculous and they need to have much better practicesNow I will be satisfied with two thingsEither they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentaryIf much rather pay for the items but at this point they need to make it right period either wayI've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands moreI have seen complaint after complaint on the Instagram account of people having the same issueIt's is unacceptable
Regards,
M*** ***
I ordered Majesty and was blessed with its presence about a week and a half later (after what felt like a year) and I'm soooo pleased! This shade is amazing and smells like cupcakesThanks Kylie, your hard work definitely doesn't go unnoticed
Hello,
To confirm with the customer our policy's' that we do not accept returns and that all sales are final are listed on our website, see attached In our email to the customer, they were also provided with
1em;">a link to our website that lists our policy's' see below:
We do not accept returns, exchanges or refunds; all sales are finalPlease see these terms specified on our website:
http://kyliecosmetics.com/pages/refund-policyWe apologize for any inconvenience this may cause
Kylie cosmetics is very unprofessionalThey sent me the wrong product and when I told them that, they responded saying to check to see if I had gotten my productBut I specifically said I had received the wrong product
Complaint:
I am rejecting this response because:Please see my email response below from last week--
I was online and ordered by 5:EST right when the product went on sale and every shade was available.
HelloThen please swap out the Dolce lip kid that I ordered for the Ginger lip kitI will have all new summer shades to try
$already paid
Thanks
M***K***G***
***If I cannot get the shades listed above then delete my entire order and refund me $that was paid
Sent from my iPhone
On Jul 23, 2016, at 1:PM, M*** *** wrote:
HelloThen please swap out the Dolce lip kid that I ordered for the Ginger lip kitI will have all new summer shades to try
$already paid
Thanks
M***K***G***Sent from my iPhone
On Jul 23, 2016, at 12:PM, Kylie Cosmetics CS wrote:
Hello M***, 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 website.Please 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!--Best, Celeste STeam Kylie Cosmetics
Kylie cosmetics had multiple opportunities to either swap out the product as I emailed and requested or cancel the entire orderI specifically instructed customer service if I can't get all summer shades to cancel the entire order! Days before the order ever shipped!!! Sending out a product I clearly stated I did t want is NOt acceptableAll emails are dated and time stamped and show my multiple attempts to contact customer service and make sure my order would be rightEven emailing minutes before a "restock" event when all shades would be available and asking if I should cancel previous order and just reorderCompany said noKylie cosmetics dropped the ball on my order and now they want me to pay for and keep a product I didn't want.
Terrible customer service and I will never order another thing from them!! They deserve an F rating
Kylie cosmetics could have kept a VIP repeat customer and made me happy just by sending me the G***r lipkit I requested
A very simple solution
Regards,
M*** ***
Hello,
I am not able to find an order for this customer, nor is there any email correspondence with this customerThe order number the customer provided is not correct, Kylies' order numbers start with a KI emailed the customer today asking for the below information so I can
assist with this issue.
"The order number you provided 33***is not an order number with Kylie Cosmetics, our order numbers start with a KPlease double check your email confirmation and advise on the order number."
Hello,
The customers order is from 4/15/and they initially emailed us about this issue on 7/1/Per our policy products received damaged or faulty they would need to notify customer service within 14-days of receiptUnfortunately the customer failed
to notify us in time therefore we have to uphold our policy and we are not able to issue a replacementThe customer was advised on 7/of the below"
We are so sorry! Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside
of our replacement time frame and we can no longer issue a replacementThis policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
Complaint:
I am rejecting this response because:
I followed all instructions given to me by Kylie cosmetics and was told once I made a claim with USPS and was given a claim number to give it to them and then go from thereI did exactly that and am now told it is past their time frameI was never told that there was a time fram when communicating with the Kylie cosmetics associate.
Regards,
K*** ***
Hello,
On 9/8, the customer was advised, “Thank you for reaching out to us! This fill line is prevalent to our productsAll of our products are all filled to net weight to avoid leakage and
help provide a clean applicationSo sorry for the confusion!” The customer was
told this information, because this is truly the case, we only ship filled productsAs this customers’ product has no issue, we will not be issuing a replacement
Hello,
On 8/the customer was asked if she “Could you send us a quick pic of what you are speaking of so we can take a
look?” The customer responded only with a photo of the
makeup bag, see attachedThe photo of the makeup bag does not appear to have any aesthetic issues; we would need the customer so send photos of the makeup bag showing
the issues with the color that she is describingAlso we would need the customer to send photos reflecting the issues she is having with her creme shadowOnce we have the
requested photos we can then provide the customer with a resolution
Verdana, Tahoma, sans-serif;"> Unfortunately, we are unable to provide any information on the order as we take our customers' privacy seriouslyIf you do choose to launch an investigation,
please have the detective reach out to us and we will be able to assist with the case furtherThank you for your patience
Complaint:
I am rejecting this response because:
At the time I purchased the item from this company, the return policy said one thing on their FAQ page and then when I went on the day I had issued the complaint through Revdex.com, they went on and changed it on the website.
I would like a full refund or a full exchange.
Regards,
*** ***
Hello,
Based on your contact information we are are not able to locate an email from you, please provide us with the email address you usedOnce we have that email address we can
best assist you with this issue
Per our policy we only issue repalcements we don't issue refunds, see policy attachedOur response time for emails is 24-hours, andTimes New Roman", serif; background: white;">in review of the email chain we responded to the customer within this time frameIn addition, we did advise the customer that we were
issuing a replacement order of Poppin’ to themWe advised processing times for this order is 7-business days, and once the order
ships they will receive an email with tracking
Hello,
On 10/we advised the customer we will not be accepting a return or issuing a refund, per our policy, see attachedSee below for exact email verbiage customer advised.
14pxAktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Thanks for reaching out! If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any
type of reaction before purchasing multiple items, as we do not currently have a return, refund or exchange policy.Our lab is in the process of creating an exact ingredient listing so that we may answer your question accurately and provide you with the most up to date
informationOnce we receive a complete ingredient listing for our products, we will list it on the siteWe hope this is helpful!"
Hello,
In reviewing the email chain, the correspondence took place from 7/25-7/which was a hour periodWe did not receive an email from this customer prior to 7/from her
email address
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">[email protected]. We were well within our response time that is listed on our website, see attachedAs advised we would ship the product out soon, and per
the tracking number 94***8***5 the replacement order shipped on 7/
I ordered dead of knight from the Kylie Cosmetics websiteWhen it arrived I was so happyive only worn it once since buying it and I loved the product itselfI saw some reviews online saying how when they got their lip kit it was only half fullSo, I go and I check mine and it was the same storyI paid $for this product including shipping and to receive a product that was only half full was very disappointingWhile I love Kylie Jenners lipsticks I would not buy them again for fear of not getting the amount I paid forI would not recommend this product to anyone just for the fact that I paid a lot of money for a product that was only half full
I don't feel that this review should be rated as "Negative" and "Neutral" is fairI have all but lip kits (True Brown, Skylie and Freedom)I received my lip kits, metallics and glosses in a timely manner and nothing missing
When I received metallic Reign, I didnt feel that the product up to par because the texture seemed clumpy and dried out and the tube was half full
I contacted Customer Service about this issue, along with pictures, explaining that I understood their return policy and asked for a replacement or refund
Customer Service responded "Yes, that is the fill line for our shades; we fill them to this level to avoid leakageUsually, when the wand is inserted it will push product up, however this does not always happen-which was the case with yoursWe apologize for the confusion."
They did not mention anything about the texture or replacementI threw away the tube after trying and hoping the texture would somehow magically improve
I did not experience the issues mentioned above with the other metallics Heir, KyMajesty or King KThe texture was fine and the tubes were full
Since receiving the response from Customer Service, I have purchased other products from Kylie CosmeticsI still recommend Kylie CosmeticsI have purchased lip kits for friends and coworkersI hope that customer service improves and takes care of their customersI work in customer serviceI would've exchanged the metallic in a heart beat after seeing the photosThank you
I bought a few original colors & some glosses off the first batch she soldAll mattes are extremely dry on the lips and my gloss brushes were defectiveWhen I reached out to them about it customer service said my brush was still usable so they wouldn't refund me or send me anythingOnce jeffree star had the same problem and made it known, I was sent a new gloss, if it wasn't for him, I would have gotten ripped offTheir shipping and tax is overpriced! After buying my lip glosses and having that terrible experience, I stopped buying
I do not recommend buying from this brand
Hello,
The customer was emailing from different email addresses
255);">[email protected] and [email protected] we do recommend to
email from one email address to ensure you are provided with the best assistanceThe customer was advised on 7/28, "We are so sorry for the
delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking." According to
tracking 94***08 the customers' replacement order shipped on 7/and we sent a notification email
to [email protected]
Complaint:
I am rejecting this response because:
Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items
onlineHowever, this is my issue every time they do a restock I log in the second the online store reopensTheir store allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting areaDuring this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold outI understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our orderWhat they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay forTheir disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave aboveYesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold outThe store opened at 3pm and 3:02pm I was denied productIt's ridiculous and they need to have much better practicesNow I will be satisfied with two thingsEither they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentaryIf much rather pay for the items but at this point they need to make it right period either wayI've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands moreI have seen complaint after complaint on the Instagram account of people having the same issueIt's is unacceptable
Regards,
M*** ***
I ordered Majesty and was blessed with its presence about a week and a half later (after what felt like a year) and I'm soooo pleased! This shade is amazing and smells like cupcakesThanks Kylie, your hard work definitely doesn't go unnoticed
Hello,
To confirm with the customer our policy's' that we do not accept returns and that all sales are final are listed on our website, see attached In our email to the customer, they were also provided with
1em;">a link to our website that lists our policy's' see below:
We do not accept returns, exchanges or refunds; all sales are finalPlease see these terms specified on our website:
http://kyliecosmetics.com/pages/refund-policyWe apologize for any inconvenience this may cause
Kylie cosmetics is very unprofessionalThey sent me the wrong product and when I told them that, they responded saying to check to see if I had gotten my productBut I specifically said I had received the wrong product
Complaint:
I am rejecting this response because:Please see my email response below from last week--
I was online and ordered by 5:EST right when the product went on sale and every shade was available.
HelloThen please swap out the Dolce lip kid that I ordered for the Ginger lip kitI will have all new summer shades to try
$already paid
Thanks
M***K***G***
***If I cannot get the shades listed above then delete my entire order and refund me $that was paid
Sent from my iPhone
On Jul 23, 2016, at 1:PM, M*** *** wrote:
HelloThen please swap out the Dolce lip kid that I ordered for the Ginger lip kitI will have all new summer shades to try
$already paid
Thanks
M***K***G***Sent from my iPhone
On Jul 23, 2016, at 12:PM, Kylie Cosmetics CS wrote:
Hello M***, 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 website.Please 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!--Best, Celeste STeam Kylie Cosmetics
Kylie cosmetics had multiple opportunities to either swap out the product as I emailed and requested or cancel the entire orderI specifically instructed customer service if I can't get all summer shades to cancel the entire order! Days before the order ever shipped!!! Sending out a product I clearly stated I did t want is NOt acceptableAll emails are dated and time stamped and show my multiple attempts to contact customer service and make sure my order would be rightEven emailing minutes before a "restock" event when all shades would be available and asking if I should cancel previous order and just reorderCompany said noKylie cosmetics dropped the ball on my order and now they want me to pay for and keep a product I didn't want.
Terrible customer service and I will never order another thing from them!! They deserve an F rating
Kylie cosmetics could have kept a VIP repeat customer and made me happy just by sending me the G***r lipkit I requested
A very simple solution
Regards,
M*** ***
Hello,
I am not able to find an order for this customer, nor is there any email correspondence with this customerThe order number the customer provided is not correct, Kylies' order numbers start with a KI emailed the customer today asking for the below information so I can
assist with this issue.
"The order number you provided 33***is not an order number with Kylie Cosmetics, our order numbers start with a KPlease double check your email confirmation and advise on the order number."
Hello,
The customers order is from 4/15/and they initially emailed us about this issue on 7/1/Per our policy products received damaged or faulty they would need to notify customer service within 14-days of receiptUnfortunately the customer failed
to notify us in time therefore we have to uphold our policy and we are not able to issue a replacementThe customer was advised on 7/of the below"
We are so sorry! Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside
of our replacement time frame and we can no longer issue a replacementThis policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
Complaint:
I am rejecting this response because:
I followed all instructions given to me by Kylie cosmetics and was told once I made a claim with USPS and was given a claim number to give it to them and then go from thereI did exactly that and am now told it is past their time frameI was never told that there was a time fram when communicating with the Kylie cosmetics associate.
Regards,
K*** ***
Hello,
On 9/8, the customer was advised, “Thank you for reaching out to us! This fill line is prevalent to our productsAll of our products are all filled to net weight to avoid leakage and
help provide a clean applicationSo sorry for the confusion!” The customer was
told this information, because this is truly the case, we only ship filled productsAs this customers’ product has no issue, we will not be issuing a replacement
Hello,
On 8/the customer was asked if she “Could you send us a quick pic of what you are speaking of so we can take a
look?” The customer responded only with a photo of the
makeup bag, see attachedThe photo of the makeup bag does not appear to have any aesthetic issues; we would need the customer so send photos of the makeup bag showing
the issues with the color that she is describingAlso we would need the customer to send photos reflecting the issues she is having with her creme shadowOnce we have the
requested photos we can then provide the customer with a resolution
Verdana, Tahoma, sans-serif;"> Unfortunately, we are unable to provide any information on the order as we take our customers' privacy seriouslyIf you do choose to launch an investigation,
please have the detective reach out to us and we will be able to assist with the case furtherThank you for your patience