Hello,
Via email today the customer was advised, 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 youOnce the customer provides us with
a USPS claim number we can then issue a replacement package
We send order confirmation emails to customers within minutes of placing their orderAccording to our records, we sent an order confirmation to
class="apple-converted-space"> [email protected], on 10/the day the customer orderedIf a customer does not receive an order confirmation via email we do recommend they check their junk or spam folder, and if it is not there to email customer service for assistanceToday 11/the customer has been resent their order confirm email to [email protected]. Also all final totals are in USD, when the bank pulls the funds from your account they account for the exchange rateSorry for the confusionWe hope this answers your question.Our FAQ page and our shipping page advises that customs fees are based on your countries import laws. Please be aware that depending on your country’s regulations, International orders may be subject to additional duty feesAlso we don't cover these customs or duties fees, therefor there won't be a reimbursement. If you are unsure about a color choice we would recommend to email customer service for a shade recommendation
Complaint:
I am rejecting this response because:
I am legally entitled to a refund since the company did not deliver my orderI don;t have anymore time to waste in dealing with themIf I haven't filed this complain they wouldn't even send replacements to my missing orders, this is according to an email I have received last July
Regards,
*** ***
Hello,
The customer was advised today via email 7/125, "So sorry you did not receive your items
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">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?" Once the customer verifies a new ship to address or we use the one on the order then we
will process a package for replacement
Hello,
In reviewing the cstomers' tracking number
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">94***9***5 it appears they have to contact USPS to arrange for deliveryThe exact verbiage on the
usps.com site is attachedThe resolution that I can provide to the customer is advising them to call USPS to schedule a time for delivery or if they can arrange to pick up
their package. We attempted to deliver your item at 4:pm on June 10, in PEACHTREE CORNERS, GA and a notice was left because no secure delivery location was availableYou may arrange redelivery by using the Schedule a Redelivery feature on this page or calling 800-ASK-USPS, or may pick up the item at the Post Office indicated on the noticeIf this item is unclaimed by June 25, then it will be returned to sender
Hello,
The order number the customer provided was for one product, see attached, not as she advised in her emailWe have emailed the customer and requested her to verify the order number and to ensure that she provides photos that reflect the issue she is having of the
product being half fullWe are waiting for the photos before we provide any resolution
Complaint:
I am rejecting this response because it's a very unacceptable request to ask for very sensitive data through an email that EVERYONE can readMy credit card is laid on my bank account so if someone there may see your emails or hack them, all my money could be stolenAlso is this a way to lead a company?
First of all, you don't have a clue of how Real professional companies act: 1) they don't over sell products that they cannot provide to customers, 2) they don't put customers in a queue, after putting items in a cart, to later see that those items were sold out , after staying there over 10/minutes, wasting my time and putting my personal data (yes I was logged in so my data was there) ! 3) the way how you want to get confirmation of a customer's credit card is unacceptable, illegal and well over any possible common senseI had purchased other items from you, so no problem until then
Weird thing that you deleted just the order with the Bundle, which was the most requested item, the most sold out and one that reached even over $on E-bayThis happened to some of my friends too, without any valid explanationI've always thought that before driving a Ferrari or a simple bicycle, people should learn to just walk, and you must learn to walk, before trying to compete with other major brandsI won't ever buy anything from you and I'm glad that reading comments on FB, many other people think so tooRegards,
C*** ***
I bought shades, Dolce and Kourt K, and received both in an intact packaging along with their corresponding lip linerColors are as advertised with a matte finished and have been long lasting on my lipsI would definitely recommend these products as the shades are uniquely amazing! I also think it's safe to say that these products are in high demand especially being bought to later resell at an insanely high priceIf items are lost, it is not the company's doingIf my future purchase gets lost or is incomplete, I'd give them a chance
Verdana, Tahoma, sans-serif;">I do want to let you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system
canceled the order, and we are unable to accept/fulfill your order. As our system was unable to process the payment we cannot then send you the product in that
order
Complaint:
I am rejecting this response because: If Kylie Cosmetics wants to give that as a response to its customers and the world than I think your going to have a very negative effect I live in gloss and I have other matte lip sticks Anastasia mattes don't have this problemIf I cant sit down with my lip stick in my pocket than I don't Even want to wear itUnfortunately I'm requesting a full refund now sense your response basically states that you falsely advertised your productsIf it's for them to leak out of the tubes than people need to know thatI really must say your response was anything but professional
Regards,
P*** ***
I love this product this is my favorite lipstick of ALL TIME! There was a time where it took CS week to get back to me because my Candy K lip kit was not mixed at the factory and had white stuff and they told me a week later when I requested a new one to " mix it yourself " other than that, without her CS rude reps ( Tracey ) she would be golden!
November I orderedDecember 2nd I received someone else's package with my shipping label on itSent Multiple emails regarding this mistakeDecember I receive and email saying that they were sorry and to send them a picture of the package itemsReally ?? Sent in what they asked for and got nothing till December Only for them to tell me
"We are so sorry for this issueWe'll have a one time courtesy replacement package of Koko gloss sent out to you
Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking
Please note, sending multiple emails regarding the same inquiry delays our response time as our system will mark your emails as spamEach email is important and we try our best to get to each one as efficiently as possible
Thank you, Best, Spela W.Team Kylie Cosmetics"
Sending the product I paid good money for is not a courtesy and then making me wait another to business days just to process one lip gloss( Keep in mind we're days from order date) thee worst customer service everWhat company does not have a phone number ??? They are lucky I'm not a real scam artist because now I have the other poor girls billing and home address!! I wonder who has my information?
I got this product awhile back and have out it on once because I cannot stand the smell and applicator on itThe product feels so cheap I don't even like to wear ityou can go to Ulta and find a matte & lip liner better than this product and with NO shipping!! Please do not waste your money on this product! I will never spend bucks again with Kylie Cosmetics!
I ordered twice each Time kitsMy first experience was flawlessShipping was fast and the product was perfectThe 2nd order took weeks to ship but when it finally came it was perfectI truly believe my shipping label was printed and it literally sat because I got tracking info but no movement for weeksI think the lip kit quality is okThe product has so be reapplied so much but I must say Dolce K is my fav right now I hate that I have to touch up so much but the color is my FAVI just feel as the business grown CUSTOMER SERVICE SHOULD BE KEYEmails get you nowhere because everyone gets the same general messageTry a phone line! I would order again I think patience is key with them they do try to help but the demand is great that vamping up their customer service is a must
Hello,
We had not received an email through Kylie Cosmetics from the customer, so the customer was emailed today and asked to provide photosThe photos from the customer need to directly reflect the issue that was described in her emailOnce we receive the photos we will
provide a resolution
Hello,
The customer was emailed today and advised to send us a swatch of what she is speaking about with the cracking, I am pending the photo before any action is take
I am obsessed and in love with these lipkits!! First of all the quality is out of this world, the shipping is on point and the customer service is excellentThey always returned my emails within 2-hoursI ordered Saturday and Thursday following week I had already received my item!!! My first purchase was in May and I still have my first lipkit and haven't run out yet!! I use it everyday it s my new go to for EVERYWHERE I go:))Thank u for your hard work and dedication on your line Ms JennerYour empire is rockin girl!! I use to buy MAC Whirl and my go to lipstick but no more thanks to your fantastic products:) ????????????
I've order several items form Kylie Cosmetics for my sisters and they have all arrived in a timely mannerMy sister has not once complained about the products and she absolutely loves themThis is a great product!
I love Kylie cosmetics! The lip kits I received are top qualityThe colors are gorgeous and the lip liner and lipstick go on smoothlyI've ordered three different colors and I love them allI highly recommend
I still haven't recieved my shipping confirmation and it's been a little over a weekThe website said order will be shipped within 3-daysI am starting to worry that I won't get my order!
Hello,
Via email today the customer was advised, 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 youOnce the customer provides us with
a USPS claim number we can then issue a replacement package
We send order confirmation emails to customers within minutes of placing their orderAccording to our records, we sent an order confirmation to
class="apple-converted-space"> [email protected], on 10/the day the customer orderedIf a customer does not receive an order confirmation via email we do recommend they check their junk or spam folder, and if it is not there to email customer service for assistanceToday 11/the customer has been resent their order confirm email to [email protected]. Also all final totals are in USD, when the bank pulls the funds from your account they account for the exchange rateSorry for the confusionWe hope this answers your question.Our FAQ page and our shipping page advises that customs fees are based on your countries import laws. Please be aware that depending on your country’s regulations, International orders may be subject to additional duty feesAlso we don't cover these customs or duties fees, therefor there won't be a reimbursement. If you are unsure about a color choice we would recommend to email customer service for a shade recommendation
Complaint:
I am rejecting this response because:
I am legally entitled to a refund since the company did not deliver my orderI don;t have anymore time to waste in dealing with themIf I haven't filed this complain they wouldn't even send replacements to my missing orders, this is according to an email I have received last July
Regards,
*** ***
Hello,
The customer was advised today via email 7/125, "So sorry you did not receive your items
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">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?" Once the customer verifies a new ship to address or we use the one on the order then we
will process a package for replacement
Hello,
In reviewing the cstomers' tracking number
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">94***9***5 it appears they have to contact USPS to arrange for deliveryThe exact verbiage on the
usps.com site is attachedThe resolution that I can provide to the customer is advising them to call USPS to schedule a time for delivery or if they can arrange to pick up
their package. We attempted to deliver your item at 4:pm on June 10, in PEACHTREE CORNERS, GA and a notice was left because no secure delivery location was availableYou may arrange redelivery by using the Schedule a Redelivery feature on this page or calling 800-ASK-USPS, or may pick up the item at the Post Office indicated on the noticeIf this item is unclaimed by June 25, then it will be returned to sender
Hello,
The order number the customer provided was for one product, see attached, not as she advised in her emailWe have emailed the customer and requested her to verify the order number and to ensure that she provides photos that reflect the issue she is having of the
product being half fullWe are waiting for the photos before we provide any resolution
Complaint:
I am rejecting this response because it's a very unacceptable request to ask for very sensitive data through an email that EVERYONE can readMy credit card is laid on my bank account so if someone there may see your emails or hack them, all my money could be stolenAlso is this a way to lead a company?
First of all, you don't have a clue of how Real professional companies act: 1) they don't over sell products that they cannot provide to customers, 2) they don't put customers in a queue, after putting items in a cart, to later see that those items were sold out , after staying there over 10/minutes, wasting my time and putting my personal data (yes I was logged in so my data was there) ! 3) the way how you want to get confirmation of a customer's credit card is unacceptable, illegal and well over any possible common senseI had purchased other items from you, so no problem until then
Weird thing that you deleted just the order with the Bundle, which was the most requested item, the most sold out and one that reached even over $on E-bayThis happened to some of my friends too, without any valid explanationI've always thought that before driving a Ferrari or a simple bicycle, people should learn to just walk, and you must learn to walk, before trying to compete with other major brandsI won't ever buy anything from you and I'm glad that reading comments on FB, many other people think so tooRegards,
C*** ***
I bought shades, Dolce and Kourt K, and received both in an intact packaging along with their corresponding lip linerColors are as advertised with a matte finished and have been long lasting on my lipsI would definitely recommend these products as the shades are uniquely amazing! I also think it's safe to say that these products are in high demand especially being bought to later resell at an insanely high priceIf items are lost, it is not the company's doingIf my future purchase gets lost or is incomplete, I'd give them a chance
Verdana, Tahoma, sans-serif;">I do want to let you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system
canceled the order, and we are unable to accept/fulfill your order. As our system was unable to process the payment we cannot then send you the product in that
order
Complaint:
I am rejecting this response because: If Kylie Cosmetics wants to give that as a response to its customers and the world than I think your going to have a very negative effect I live in gloss and I have other matte lip sticks Anastasia mattes don't have this problemIf I cant sit down with my lip stick in my pocket than I don't Even want to wear itUnfortunately I'm requesting a full refund now sense your response basically states that you falsely advertised your productsIf it's for them to leak out of the tubes than people need to know thatI really must say your response was anything but professional
Regards,
P*** ***
I love this product this is my favorite lipstick of ALL TIME! There was a time where it took CS week to get back to me because my Candy K lip kit was not mixed at the factory and had white stuff and they told me a week later when I requested a new one to " mix it yourself " other than that, without her CS rude reps ( Tracey ) she would be golden!
November I orderedDecember 2nd I received someone else's package with my shipping label on itSent Multiple emails regarding this mistakeDecember I receive and email saying that they were sorry and to send them a picture of the package itemsReally ?? Sent in what they asked for and got nothing till December Only for them to tell me
"We are so sorry for this issueWe'll have a one time courtesy replacement package of Koko gloss sent out to you
Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking
Please note, sending multiple emails regarding the same inquiry delays our response time as our system will mark your emails as spamEach email is important and we try our best to get to each one as efficiently as possible
Thank you, Best, Spela W.Team Kylie Cosmetics"
Sending the product I paid good money for is not a courtesy and then making me wait another to business days just to process one lip gloss( Keep in mind we're days from order date) thee worst customer service everWhat company does not have a phone number ??? They are lucky I'm not a real scam artist because now I have the other poor girls billing and home address!! I wonder who has my information?
I got this product awhile back and have out it on once because I cannot stand the smell and applicator on itThe product feels so cheap I don't even like to wear ityou can go to Ulta and find a matte & lip liner better than this product and with NO shipping!! Please do not waste your money on this product! I will never spend bucks again with Kylie Cosmetics!
I ordered twice each Time kitsMy first experience was flawlessShipping was fast and the product was perfectThe 2nd order took weeks to ship but when it finally came it was perfectI truly believe my shipping label was printed and it literally sat because I got tracking info but no movement for weeksI think the lip kit quality is okThe product has so be reapplied so much but I must say Dolce K is my fav right now I hate that I have to touch up so much but the color is my FAVI just feel as the business grown CUSTOMER SERVICE SHOULD BE KEYEmails get you nowhere because everyone gets the same general messageTry a phone line! I would order again I think patience is key with them they do try to help but the demand is great that vamping up their customer service is a must
Hello,
We had not received an email through Kylie Cosmetics from the customer, so the customer was emailed today and asked to provide photosThe photos from the customer need to directly reflect the issue that was described in her emailOnce we receive the photos we will
provide a resolution
Hello,
The customer was emailed today and advised to send us a swatch of what she is speaking about with the cracking, I am pending the photo before any action is take
I am obsessed and in love with these lipkits!! First of all the quality is out of this world, the shipping is on point and the customer service is excellentThey always returned my emails within 2-hoursI ordered Saturday and Thursday following week I had already received my item!!! My first purchase was in May and I still have my first lipkit and haven't run out yet!! I use it everyday it s my new go to for EVERYWHERE I go:))Thank u for your hard work and dedication on your line Ms JennerYour empire is rockin girl!! I use to buy MAC Whirl and my go to lipstick but no more thanks to your fantastic products:) ????????????
I've order several items form Kylie Cosmetics for my sisters and they have all arrived in a timely mannerMy sister has not once complained about the products and she absolutely loves themThis is a great product!
I love Kylie cosmetics! The lip kits I received are top qualityThe colors are gorgeous and the lip liner and lipstick go on smoothlyI've ordered three different colors and I love them allI highly recommend
I still haven't recieved my shipping confirmation and it's been a little over a weekThe website said order will be shipped within 3-daysI am starting to worry that I won't get my order!