Complaint:
I am rejecting this response because:The company is lying! I submitted the requested information within minutesIt was received by Nicole promptly! After not hearing from her, I sent repeated emails for which she replied that she was annoyed I was sending so many emails despite the fact that she was not answering me when I asked when my replacement was being sentA copy of my last email is listed belowThis company should be shut down! They are horrible!!
On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:
I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
Regards,
D*** *** On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:
I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
On 10/the customer was told the below, and I will also add that they can return Brown Sugar back to us and we will issue a replacementPer our policy, see attached, we do not issue refunds we only provide replacement
product.
"Hello P*** , Unfortunately, True brown is outside our replacement time frameIn regards to brown sugar, all sales are final as we do not accept returns, exchanges, or refundsPertaining to Reign, please return the product back to us and ensure to include your full name, email address, and order number. Once we receive your package back, we will issue a new replacement package to you for the tampered metal lipstick.Ship to Address:Kylie CosmeticsVanguard Rd.Oxnard, CA 93033"
The customer was advised via email to file a claim with USPS, and then provide us with the claimOnce we receive the claim number we can then issue a replacement package.
See below for exact email verbiage customer was advised:
background-">"Hi Rosialee. We are so sorry to hear you did not receive your products.Please file a missing package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to us and we'll get back to you.Thank you,"
I think that persons who write the negative reviews just spitefully come onto this site to give a reviewI have positive things to say about the company and product
The quality is unlike any other! People compare it to colourpop and I disagree as I have both
The delivery was fine my only complaint is the shipping pricesI live outside of the United States and I find it just a bit too expensive for the shipping
Also, I watched videos of persons saying their product was empty, so I decided to test mine and being as it is not used frequently, it was about a quarter or half way full
Overall I have no other complaint I think this company is fine
I had a very positive experience when purchasing Kylie CosmeticsI purchased the lip kit "exposed" and was extremely satisfied with the quality of the productThe ordering process was easy and delivery was fastI ordered on a Thursday and it arrived at my home by SaturdayThis was the fastest online purchase I have ever experiencedI will continue to order from Kylie Cosmetics because of the excellent quality and color options not typically found in other cosmetics retailersThe cost is also reasonable
I've been purchasing lip kits since February of 2016, more than twenty I'd venture to say - I've been keeping most but giving several away as giftsThe product itself lives up to its reputation in my experience, most recently lasting all day at the pool! I also got each lip kit within two weeks of ordering, and I even received a replacement set of the glosses when the first launch's brushes were not optimalI have heard a lot of the negative things about this company lately but wanted to say I've been doing business here for more than six months without a single problem!
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*** ***
Both of the customers’ orders were placed on 4/Kand K642786, and the customers’ initial email to Kylie Cosmetics was on 6/The customer was advised, “We do
not accept returns, exchanges or refunds; all sales are finalPlease see these terms specified on our website:
href="http://kyliecosmetics.com/pages/refund-policy" target="_blank">
http://kyliecosmetics.com/pages/refund-policy , “ and see attachedWe will be upholding our policy and we will not be able to accept any returns or provide any refunds
Complaint:
I am rejecting this response because:I am fully aware and understand the policyWhat Kylie Cosmetics fails to understand over and over again is that there was a mistake in my orderI was confirmed for Heirs when I ordered 1, and confirmed for Candy K, when I ordered Therefore, I am not trying to modify my orderI am trying to have a mistake rectified
I come from a family of successful business ownersI understand how difficult it is to keep up with customers at timesHowever, we would never keep repeating a policy to address a customers complaint when that policy doesn't fully address a customer's complaintCustomers should be respected and should feel heardI feel as if I'm repeating myself over and over again for the past two weeksJust because there is such a large fan following, doesn't mean that customers should be treated like this as one disappointed customer doesn't effect your business as Kylie Cosmetics has millions of loyal customersAs mentioned before, I was really excited to finally purchase items as usually by the time I try to purchase items, they are sold outYou can only imagine my disappointment going through this situationAs excited as I was, is how disappointed I amI regret not taking my business elsewhere, where I would feel respected and appreciatedI do apologize if I have been harsh or rude in anywayI have just been so frustrated dealing with thisI really hope and look forward to your cooperation
Regards,
*** ***
I ordered the Leo Lipkit on August 10th but never recieved a confirmation emailI waited hours like their website suggested and nothingSo I emailed customer serviceThey asked for some information and said they would look into for meThen never replied to me againDespite the fact that I emailed them four times afterwardsEach time providing my information so they can look up my order for meToday I checked my online bank statements and noticed that my Kylie Cosmetics charge was suddenly missingI then quickly realized that customer service canceled my order, without telling me and most important, WITHOUT PERMISSION/MY REQUESTI still haven't heard back from themI'm so incredibly disappointed and wouldn't recommend buying Kylie Cosmetics to anyone I know because of this
I ordered a holiday "merry bundle" on November 25th, as a Christmas gift On November 29th, I received an email with a shipping notification Unfortunately, they only created a shipping label and did not ship the order As of December 14th, the item still has not been shipped I have contacted the company through email numerous time with no response and also tried twitter There is no phone number to call for resolution My experience with this company has been very poor
I've had nothing but great experiences with this companyTheir products have consistently exceeded my expectations and have gradually become the only lip products I useShipping has always been promptWhile my last two orders have taken longer to ship than in the past (holiday season - no surprise) they were still sent out within the guidelines noted on their siteOverall, nothing but positive experiences
I am rejecting this response because:
Complaint: I do not feel I am even being helped at all The company keeps stating that I am wrong about the color I've showed numerous people the difference between what I received and what is all over the internetThe color is not the sameTo make it right I should have received a new Koko K lipkitI want my money back at this point And as for the MaryJo red lipstick..if you have to write a story about how to apply or remove the product than why is it not stated on the actual product when recieved? This is why I am not happy with these productsThe company fails to give all the correct information to the consumer before purchasing their products and they don't provide accurate directions on productsI want my money back!! I would never recommend Kylie Cosmetics to anyone.
Regards,
Valerie Zachman
Hello,
Today 8/via email the customer was advised we are replacing her Poppin' gloss, see below for exact email verbiage:
background-">"Hello R***We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you"
Hello,
We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement
package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering
I love love my lip kitsI wear them every dayI always receive my kits on time and they are always in excellent brand new conditionMy experience with Kylie cosmetics is always enjoyable and professionalI look forward to the release of new colors and will continue to shop with them
Complaint:
I am rejecting this response because: how long will this new package take to arrive? another month? and it is not COURTESY to give me what I have paid for! I want my order delivered within the next week with a full refund for my terrible experience
Regards,
B*** ***
Today 9/we sent the customer an email advising we will issue a one time courtesy replacement, and we provided the customer the option to provide an alternative addressOnce the customer responds advising on an alternative address or the same address then we can start processing the
replacement orderExact email verbiage customer was advised:
"Hi N***So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"
Complaint:
I am rejecting this response because:The company is lying! I submitted the requested information within minutesIt was received by Nicole promptly! After not hearing from her, I sent repeated emails for which she replied that she was annoyed I was sending so many emails despite the fact that she was not answering me when I asked when my replacement was being sentA copy of my last email is listed belowThis company should be shut down! They are horrible!!
On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:
I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
Regards,
D*** *** On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:
I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
On 10/the customer was told the below, and I will also add that they can return Brown Sugar back to us and we will issue a replacementPer our policy, see attached, we do not issue refunds we only provide replacement
product.
"Hello P*** , Unfortunately, True brown is outside our replacement time frameIn regards to brown sugar, all sales are final as we do not accept returns, exchanges, or refundsPertaining to Reign, please return the product back to us and ensure to include your full name, email address, and order number. Once we receive your package back, we will issue a new replacement package to you for the tampered metal lipstick.Ship to Address:Kylie CosmeticsVanguard Rd.Oxnard, CA 93033"
The customer was advised via email to file a claim with USPS, and then provide us with the claimOnce we receive the claim number we can then issue a replacement package.
See below for exact email verbiage customer was advised:
background-">"Hi Rosialee. We are so sorry to hear you did not receive your products.Please file a missing package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to us and we'll get back to you.Thank you,"
I think that persons who write the negative reviews just spitefully come onto this site to give a reviewI have positive things to say about the company and product
The quality is unlike any other! People compare it to colourpop and I disagree as I have both
The delivery was fine my only complaint is the shipping pricesI live outside of the United States and I find it just a bit too expensive for the shipping
Also, I watched videos of persons saying their product was empty, so I decided to test mine and being as it is not used frequently, it was about a quarter or half way full
Overall I have no other complaint I think this company is fine
I had a very positive experience when purchasing Kylie CosmeticsI purchased the lip kit "exposed" and was extremely satisfied with the quality of the productThe ordering process was easy and delivery was fastI ordered on a Thursday and it arrived at my home by SaturdayThis was the fastest online purchase I have ever experiencedI will continue to order from Kylie Cosmetics because of the excellent quality and color options not typically found in other cosmetics retailersThe cost is also reasonable
I've been purchasing lip kits since February of 2016, more than twenty I'd venture to say - I've been keeping most but giving several away as giftsThe product itself lives up to its reputation in my experience, most recently lasting all day at the pool! I also got each lip kit within two weeks of ordering, and I even received a replacement set of the glosses when the first launch's brushes were not optimalI have heard a lot of the negative things about this company lately but wanted to say I've been doing business here for more than six months without a single problem!
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*** ***
Both of the customers’ orders were placed on 4/Kand K642786, and the customers’ initial email to Kylie Cosmetics was on 6/The customer was advised, “We do
not accept returns, exchanges or refunds; all sales are finalPlease see these terms specified on our website:
href="http://kyliecosmetics.com/pages/refund-policy" target="_blank">
http://kyliecosmetics.com/pages/refund-policy , “ and see attachedWe will be upholding our policy and we will not be able to accept any returns or provide any refunds
Complaint:
I am rejecting this response because:I am fully aware and understand the policyWhat Kylie Cosmetics fails to understand over and over again is that there was a mistake in my orderI was confirmed for Heirs when I ordered 1, and confirmed for Candy K, when I ordered Therefore, I am not trying to modify my orderI am trying to have a mistake rectified
I come from a family of successful business ownersI understand how difficult it is to keep up with customers at timesHowever, we would never keep repeating a policy to address a customers complaint when that policy doesn't fully address a customer's complaintCustomers should be respected and should feel heardI feel as if I'm repeating myself over and over again for the past two weeksJust because there is such a large fan following, doesn't mean that customers should be treated like this as one disappointed customer doesn't effect your business as Kylie Cosmetics has millions of loyal customersAs mentioned before, I was really excited to finally purchase items as usually by the time I try to purchase items, they are sold outYou can only imagine my disappointment going through this situationAs excited as I was, is how disappointed I amI regret not taking my business elsewhere, where I would feel respected and appreciatedI do apologize if I have been harsh or rude in anywayI have just been so frustrated dealing with thisI really hope and look forward to your cooperation
Regards,
*** ***
I ordered the Leo Lipkit on August 10th but never recieved a confirmation emailI waited hours like their website suggested and nothingSo I emailed customer serviceThey asked for some information and said they would look into for meThen never replied to me againDespite the fact that I emailed them four times afterwardsEach time providing my information so they can look up my order for meToday I checked my online bank statements and noticed that my Kylie Cosmetics charge was suddenly missingI then quickly realized that customer service canceled my order, without telling me and most important, WITHOUT PERMISSION/MY REQUESTI still haven't heard back from themI'm so incredibly disappointed and wouldn't recommend buying Kylie Cosmetics to anyone I know because of this
I ordered a holiday "merry bundle" on November 25th, as a Christmas gift On November 29th, I received an email with a shipping notification Unfortunately, they only created a shipping label and did not ship the order As of December 14th, the item still has not been shipped I have contacted the company through email numerous time with no response and also tried twitter There is no phone number to call for resolution My experience with this company has been very poor
I've had nothing but great experiences with this companyTheir products have consistently exceeded my expectations and have gradually become the only lip products I useShipping has always been promptWhile my last two orders have taken longer to ship than in the past (holiday season - no surprise) they were still sent out within the guidelines noted on their siteOverall, nothing but positive experiences
I am rejecting this response because:
Complaint: I do not feel I am even being helped at all The company keeps stating that I am wrong about the color I've showed numerous people the difference between what I received and what is all over the internetThe color is not the sameTo make it right I should have received a new Koko K lipkitI want my money back at this point And as for the MaryJo red lipstick..if you have to write a story about how to apply or remove the product than why is it not stated on the actual product when recieved? This is why I am not happy with these productsThe company fails to give all the correct information to the consumer before purchasing their products and they don't provide accurate directions on productsI want my money back!! I would never recommend Kylie Cosmetics to anyone.
Regards,
Valerie Zachman
Hello,
Today 8/via email the customer was advised we are replacing her Poppin' gloss, see below for exact email verbiage:
background-">"Hello R***We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you"
I love my Kylie Jenner lip kits!!! The formula is amazingCan't wait for my next order!
Hello,
We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement
package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering
I love love my lip kitsI wear them every dayI always receive my kits on time and they are always in excellent brand new conditionMy experience with Kylie cosmetics is always enjoyable and professionalI look forward to the release of new colors and will continue to shop with them
Complaint:
I am rejecting this response because: how long will this new package take to arrive? another month? and it is not COURTESY to give me what I have paid for! I want my order delivered within the next week with a full refund for my terrible experience
Regards,
B*** ***
Very pleased with quality of products purchased! Have several items from company and have no problems whatsoever
Today 9/we sent the customer an email advising we will issue a one time courtesy replacement, and we provided the customer the option to provide an alternative addressOnce the customer responds advising on an alternative address or the same address then we can start processing the
replacement orderExact email verbiage customer was advised:
"Hi N***So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"