The customer advised that they resell our merchandise, and we do not authorize the resale of our productsAs listed on our website, our products are sold exclusively on
kyliecosmetics.comThe customer was also advised of this information today via email, "
rgb(43, 43, 43)Helvetica Neue", Helvetica, Arial, sans-serif; background-">As of now, we do not authorize the resale of our products, nor do we offer bulk pricing." We
don't offer replacements or compensation for damaged packagingIn addition, the customer has been advised via email 8/16, "Please note that only send replacements for damaged or
defect products we do not send replacement packaging."
I have ordered of the lip kits and I absolutely love themNo issues at allI ordered in separate orders which both arrived in a timely manner no damage to the kitsI will definitely purchase Kylie Cosmetics again
I have ordered now Kylie lip kits and each one lived up to the expectations and I am completely satisfiedThe product is amazing, long lasting, and arrived in a timely mannerYou can tell she puts her heart and soul into her company and what she does and it really does pay off in her productsCan't wait to own each and every one of the lip kits one day! Definitely would recommend buying the kits and seeing for yourself, firsthand, how amazing they really are
Hello,
As we don't issue refunds per our policy see attached, we do offer replacement packagesThe customer was sent an email today 7/advising that as a one time courtesy we will send replacements for both Kymajesty and Heir
Not happy that there is no refund or exchange optionKylie constantly says one thing but then does anotherFor example, she said she would restock her Holiday Collection for Cyber Monday but then only restocked the big holiday bundles, NOT any of the glosses or mattesShe then changed her captions on Instagram that said the collection would be restockedAlso, she originally said that stockings would be free with purchase but then changed it to free with any $100+ purchaseShe changed her captions againUnfair and not cool
Not happy with her or the companyMarket things correctlyDon't trick people and disappoint peopleReally not nice
Hello,
Today via email the customer was advised that we will issue a replacement, and they were given the option to provide an alternative address so this does not occur againOnce the customer responds to our email we can process their replacement orderPlease see below for exact email
verbiage customer was advised:
"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?"
Hello,
The customer was advised today: "I can provide you a time frame once you confirm your ship to address." Once we have the ship to address processing is 7-business days, once the package goes out the customer will receive an email with tracking
We reviewed the customers’ email chain and all of the correspondence from Kylie Cosmetics was within 24-hours, which is our policy that is listed on our websiteThere have
not been any changes made to our formula, and if there are any product updates they are stated our Kylie Cosmetics
InstaGram accountThe responses that customer service provides are composed to answer specific customer questionsThe customer was provided with the response,” I apologize for the confusionOur metallic matte lipsticks have a
different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattesBecause of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing
productAs your product is not defective, we cannot issue any replacements, we apologize for the inconvenience but your products are safe to use!” To confirm all of our
products are filled to net weight before we ship them out to customersAs the customer emailed back and felt that, was not an adequate response Vanessa O advised that we
would send a replacement package out to the customer as a onetime customer service courtesy of Kymajesty
Great service! I've ordered different times, each time my products shipped & got delivered quicklyNever had a problem with any products, I love them and will continue buying
Hello,
Please note that our email response time is 24-hours and this is listed on our website, see attachedThe customer was advised that she can return Koko also and we will issue a replacementAlso the customer was advised that since orders cannot be modified and we don't accept returns we are not able refund or exchange reign, see policy attached
Hello,
Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with
" background: white;">the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe customer was advised via email today 7/20,"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've ordered from this company several timesAt first it was frustrating when I did not receive a confirmation email for my order but their customer service responded to me within daysAdditionally, over the last months I have seen the company make improvementsI got a confirmation email immediately after a recent purchase, received my item on time and everything that I ordered was thereI'm very happy with how this company has dealt with customer complaints and has been gradually making improvementsI will definitely be purchasing from them again
Hello,
In reviewing the customers' email trail from email
255);">t***@gmail.com, it ended on 3/23/and none of those emails are in regards to a product that is not filledWe requested the customers order number so we can look in to this for them
Hello,
The customer was emailed on 7/and advised, "Your order has shipped! (Replacement)
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">Tracking: 94***34.Please allow 24-hours for your tracking to
update. Thank you and we apologize for the inconvenience." Unfortunately we do not offer refunds, see attached policy
Our response time for emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with">the newest emailsWe do answer the oldest emails first that is why her email was not answered Today 9/via email, the customer was advised:
"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 do not currently have a return, refund or exchange policy."
We have included our return policy attached
I've ordered from Kylie Cosmetics twice now, the first time I had absolutely no problems, my parcel arrived faster than I thought and my metal matte was filledI am yet to receive my second parcel as I only ordered it last week and it's coming to the UKHowever by using the track it said it had already been delivered to which it hasn'tSo emailing customer service is what I did, and I got a reply within minutes and they were very helpful, so hopefully I should recieve my parcel in the next few days
Hello,
The customer was emailed and advised of the below:
"Hello D***, rgb(37, 53, 64)Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">We are so sorry to hear that you have not received your refundI am double checking with my accounting department, and as soon as they provide me with an update I will email youAgain we do apologize for this issue."
I don't even know where to begin, it took about a month and a half of going back and fourth with Kylie cosmetics customer service about my packageBasically they had me call USPS and figure it out, (which I did and opened a missing package claim) USPS told me the shipping label was created but not actually dropped at any of their facilities to be shipped outI told Kylie's CS that and they came back with package is in "limbo." After more than a month later of nothing happening I asked for a refund times and was ignored and was just repeatedly told to contact USPSAt that point I simply said " I have asked for a refund times now, give me my money back or re send me the item." Then CS finally decided they would re send me the item as a time courtesy, like it was my damn fault the package was never actually shipped out to me! I paid almost $for this kind of shipping? What a joke! Seriously Kylie cosmetics customer service was so horrible, they took forever to reply (like weeks at a time) and honestly the Quality of the product has gone down the drain and I will not purchase the "new" formulasBut I guess that's what happens when you're using seed beauty, where they're all about speed and not quality
Hello,
On 6/the customer was emailed and advised we would issue a replacement package and processing could take up to business daysThe customers replacement package shipped on 6/which is within our processing time frame processedIf the customer cannot track their
package they can email customer service and we can advise on the package locationI have emailed USPS to find out the location of the csustomers' replacement package, tracking LN44***9US
Complaint:
I am rejecting this response because:
The replacement products were for
K794577b? and
K926788B
I am requesting a replacement for KI am so puzzled why Kylie does not have a good system to keep track of your exchangesWe are going around in circleVery frustating!
Regards,
E*** ***
The customer advised that they resell our merchandise, and we do not authorize the resale of our productsAs listed on our website, our products are sold exclusively on
kyliecosmetics.comThe customer was also advised of this information today via email, "
rgb(43, 43, 43)Helvetica Neue", Helvetica, Arial, sans-serif; background-">As of now, we do not authorize the resale of our products, nor do we offer bulk pricing." We
don't offer replacements or compensation for damaged packagingIn addition, the customer has been advised via email 8/16, "Please note that only send replacements for damaged or
defect products we do not send replacement packaging."
I have ordered of the lip kits and I absolutely love themNo issues at allI ordered in separate orders which both arrived in a timely manner no damage to the kitsI will definitely purchase Kylie Cosmetics again
I have ordered now Kylie lip kits and each one lived up to the expectations and I am completely satisfiedThe product is amazing, long lasting, and arrived in a timely mannerYou can tell she puts her heart and soul into her company and what she does and it really does pay off in her productsCan't wait to own each and every one of the lip kits one day! Definitely would recommend buying the kits and seeing for yourself, firsthand, how amazing they really are
Hello,
As we don't issue refunds per our policy see attached, we do offer replacement packagesThe customer was sent an email today 7/advising that as a one time courtesy we will send replacements for both Kymajesty and Heir
Not happy that there is no refund or exchange optionKylie constantly says one thing but then does anotherFor example, she said she would restock her Holiday Collection for Cyber Monday but then only restocked the big holiday bundles, NOT any of the glosses or mattesShe then changed her captions on Instagram that said the collection would be restockedAlso, she originally said that stockings would be free with purchase but then changed it to free with any $100+ purchaseShe changed her captions againUnfair and not cool
Not happy with her or the companyMarket things correctlyDon't trick people and disappoint peopleReally not nice
Hello,
Today via email the customer was advised that we will issue a replacement, and they were given the option to provide an alternative address so this does not occur againOnce the customer responds to our email we can process their replacement orderPlease see below for exact email
verbiage customer was advised:
"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?"
Hello,
The customer was advised today: "I can provide you a time frame once you confirm your ship to address." Once we have the ship to address processing is 7-business days, once the package goes out the customer will receive an email with tracking
We reviewed the customers’ email chain and all of the correspondence from Kylie Cosmetics was within 24-hours, which is our policy that is listed on our websiteThere have
not been any changes made to our formula, and if there are any product updates they are stated our Kylie Cosmetics
InstaGram accountThe responses that customer service provides are composed to answer specific customer questionsThe customer was provided with the response,” I apologize for the confusionOur metallic matte lipsticks have a
different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattesBecause of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing
productAs your product is not defective, we cannot issue any replacements, we apologize for the inconvenience but your products are safe to use!” To confirm all of our
products are filled to net weight before we ship them out to customersAs the customer emailed back and felt that, was not an adequate response Vanessa O advised that we
would send a replacement package out to the customer as a onetime customer service courtesy of Kymajesty
Great service! I've ordered different times, each time my products shipped & got delivered quicklyNever had a problem with any products, I love them and will continue buying
Hello,
Please note that our email response time is 24-hours and this is listed on our website, see attachedThe customer was advised that she can return Koko also and we will issue a replacementAlso the customer was advised that since orders cannot be modified and we don't accept returns we are not able refund or exchange reign, see policy attached
Hello,
Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with
" background: white;">the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe customer was advised via email today 7/20,"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've ordered from this company several timesAt first it was frustrating when I did not receive a confirmation email for my order but their customer service responded to me within daysAdditionally, over the last months I have seen the company make improvementsI got a confirmation email immediately after a recent purchase, received my item on time and everything that I ordered was thereI'm very happy with how this company has dealt with customer complaints and has been gradually making improvementsI will definitely be purchasing from them again
Hello,
In reviewing the customers' email trail from email
255);">t***@gmail.com, it ended on 3/23/and none of those emails are in regards to a product that is not filledWe requested the customers order number so we can look in to this for them
Hello,
The customer was emailed on 7/and advised, "Your order has shipped! (Replacement)
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">Tracking: 94***34.Please allow 24-hours for your tracking to
update. Thank you and we apologize for the inconvenience." Unfortunately we do not offer refunds, see attached policy
Our response time for emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with">the newest emailsWe do answer the oldest emails first that is why her email was not answered Today 9/via email, the customer was advised:
"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 do not currently have a return, refund or exchange policy."
We have included our return policy attached
I've ordered from Kylie Cosmetics twice now, the first time I had absolutely no problems, my parcel arrived faster than I thought and my metal matte was filledI am yet to receive my second parcel as I only ordered it last week and it's coming to the UKHowever by using the track it said it had already been delivered to which it hasn'tSo emailing customer service is what I did, and I got a reply within minutes and they were very helpful, so hopefully I should recieve my parcel in the next few days
Hello,
The customer was emailed and advised of the below:
"Hello D***, rgb(37, 53, 64)Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">We are so sorry to hear that you have not received your refundI am double checking with my accounting department, and as soon as they provide me with an update I will email youAgain we do apologize for this issue."
I don't even know where to begin, it took about a month and a half of going back and fourth with Kylie cosmetics customer service about my packageBasically they had me call USPS and figure it out, (which I did and opened a missing package claim) USPS told me the shipping label was created but not actually dropped at any of their facilities to be shipped outI told Kylie's CS that and they came back with package is in "limbo." After more than a month later of nothing happening I asked for a refund times and was ignored and was just repeatedly told to contact USPSAt that point I simply said " I have asked for a refund times now, give me my money back or re send me the item." Then CS finally decided they would re send me the item as a time courtesy, like it was my damn fault the package was never actually shipped out to me! I paid almost $for this kind of shipping? What a joke! Seriously Kylie cosmetics customer service was so horrible, they took forever to reply (like weeks at a time) and honestly the Quality of the product has gone down the drain and I will not purchase the "new" formulasBut I guess that's what happens when you're using seed beauty, where they're all about speed and not quality
Hello,
On 6/the customer was emailed and advised we would issue a replacement package and processing could take up to business daysThe customers replacement package shipped on 6/which is within our processing time frame processedIf the customer cannot track their
package they can email customer service and we can advise on the package locationI have emailed USPS to find out the location of the csustomers' replacement package, tracking LN44***9US
Complaint:
I am rejecting this response because:
The replacement products were for
K794577b? and
K926788B
I am requesting a replacement for KI am so puzzled why Kylie does not have a good system to keep track of your exchangesWe are going around in circleVery frustating!
Regards,
E*** ***