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'm very disappointed I bought the lipkit even after hearing all these bad thingsI received my products today and I opened them they had some white color inside the lipstick I'm not sure what it is but I'm disappointedOther than that I haven't tried it I'm not sure if I shouldI don't think they should keep selling until they fix all these problemsThey are not cheap and the shipping isn't either I feel like you don't get what you paid for
As the customer has not sent us a the letter from the bank advising that the charge back has been droppedI have included the email chain to show the letter
was not includedAs we do not have a letter showing the charge back was dropped we cannot issue a replacement
Hello,
Based on the information in the customers email I am not able to locate an emailI emailed the customer today 7/and advised, "
rgb(255, 255, 255);">Could you send us a quick pic of what you are speaking of with your liners so we can take a look? Please provide your order number."
I had a very positive experience with the customer service in this companyI ordered two lip kits, and one of them was different than what I had orderedI was worried about dealing with customer service because I had heard bad things in the pastHowever, when I e-mailed customer service, they responded within hrsAll I had to do was send a picture of the slip included in the package that was initialed by an employee even though the order was wrong, and they quickly processed an order for the correct lip kit at no extra cost to meI didn't have to send the wrong kit back or pay shippingThe new kit came within a week of my first contact with customer service
I spoke with our in house development team and was able to confirm that this order was created by a customer, this was their response:
Kylie Cosmetics is hosted by Shopify, Shopify does not permit store owners to access raw credit card data or make charges to credit cards used in previous
ordersBecause of this, the only way a credit card would be able to be used to place an order on Kylie Cosmetics is if a customer manually enters their credit
card information on the checkout form when placing an orderFor the order Kwe can see that the order was placed through the online store and not by
an automated system and was placed by a computer accessing the store from the IP address 70.###which is not a part of the Kylie Cosmetics network
Based on these details, while we cannot accurately say WHO placed the order, we can confirm it was placed by someone outside of Kylie Cosmetics using the
storefront powered by Shopify and manually entered the credit card details, and was not created by falsely our own systems
We would never have advised the customer, "to just try the pumpkin, if I didn't like it I could send it back for the Kourt K"As this is not
our policy to provide
exchange as an option , see attached. In addition, I reviewed the email, chain and we did not advise the customer of this information, and I have included the
entire email chain for your reviewIn addition, the customer did not place an order for Kourt K as you can see from the attached document showing the contents
of her order Kwas for Leo and PumpkinAs the customer did not order this product we would not be sending it to her or issuing her a refund
Our response time form emails is 24-hoursThe customer emailed Kylie Cosmetics times 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 answeredThe customer was emailed today and advised, “We are so sorry to hear that you did not receive the correct product, do
you mind sending a picture of the products that you did receive in your order?” Once we receive this additional photo we can request a replacement package for the customer
Complaint:
I am rejecting this response because: The order number provided is definitely an order number from Kylie
Cosmetics I have attached my confirmation emails as proof of thisI have blanked out my address as I have been told not to include any personal information in any messages regarding this dispute, everything else in the email remainsI hope this can all be resolved as soon as possible.Regards,
J*** ***
Hello,
The customer was advised that we do not issue refunds, and that we will be upholding our policyIn addition, our shipping page(see attached) states that we do not issue refundsSee exact verbiage customer was advised below.
64)Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif">"Hi ***
Unfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online,
unfortunately we will be upholding our policy and not issuing those refunds."
Hi ErinUnfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online, unfortunately we will be upholding our policy and not issuing those refunds.
Hi ErinUnfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online, unfortunately we will be upholding our policy and not issuing those refunds
I love this product, it lasts all day long and comes when it says it does usually priorThe product is beautiful and smells amazingI have ordered almost every single color so far!
Hello,
After viewing the customers photos it appears the lipstick is leaking as the customer advised in their previous email, therefore we will issue a replacement of Candy K liquid lipstick to the customer
Complaint:
I am rejecting this
response because:
I have sent you two emails now each with no responseMy email that I used to contact costumer service is ***@schreiner.edu the same one thats listed with this complaintHere is a copy of the first email I sent to [email protected]
Show all attachments (MB) Download all Save all to OneDrive
Hello,On my order that I recently received I only received one product out of the three that I orderedI received the literally gloss however I was missing the Koko K lip kit and the Posie K lip kitTo my email I have attached photos of my receipt and pictures of my box. Thank you in advance for your help in sorting out this situation.
That email was sent 7/at 7:pmAnd titled "Missing Product."
My second email was sent 7/at 9:amAnd titled "Customer Service" both of which included a bunch of photos and description of my case.
Hello,
I have yet to hear back from a customer service representative about my situationI have sent an email on Tuesday about my missing productsBelow is the email I sent including photographsI would like my missing products or my money back for products I haven't received.
Begin forwarded message:
And then I forwarded my first email in my second emailWhen I had yet to receive a response on either email thats when I raised a compliant on Revdex.comAt this point I just want to receive the products I paid for or a refund on my product
I have purchased over $worth of these cosmetics and not only did she change the formula and made them cheaper, but the bottles are half empty! When you try to reach her customer service they are cowards and don't answer!
Hello,
The orders numbers you provided have been in your possession for over days, order Kfrom 6/21, and order K& K1293350 from 6/10. Unfortunately, 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 replacement.
This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order numberWe do require photos reflecting the issue, and an order numberOnce we have this information then we can provide a resolution."
In order for us to assist the customer is researching this issue we advised the customer to provide the below information, "We'd like to double check for youYou stated, "I
was charged twice for this order and have a another charge for $placed on the same day." If you have the order number(s) please provide thoseIf you
don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last of the card is still 6363, and if you can
reconfirm that $is the charge you are referring to, please advise." The customer only answered our inquiry about clarifying the last of the credit cardIn
order for us to start to research this issue and provide the customer with a resolution we do need all of the requested informationI have attached a copy of the
email content the customer sent us, showing that it is not all of the information requested
I purchased a metal lipstick and an eyeliner on 9/15/I received an email on 9/30/informing me that they are out of the metal lipstick I orderedThey took my money and then wait weeks to email me to tell me that the order that went through was no longer available
Complaint:
I am rejecting this response because:
They responded with tips and tricks on how to apply the productAs I had mentioned to them, this is not my first time using lip products nor is it my first time using kylie cosmeticsIf I didnt have knowledge or understand how to apply the products, I wouldve been complaining since the first lipkit was purchasedThat is not the caseThe company should aknowledge that the color Spice is inconsistent and does not apply well they should allow me to exchange the product or offer a refund since I have no fault as to how the formula is made.
Regards,
*** ***
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'm very disappointed I bought the lipkit even after hearing all these bad thingsI received my products today and I opened them they had some white color inside the lipstick I'm not sure what it is but I'm disappointedOther than that I haven't tried it I'm not sure if I shouldI don't think they should keep selling until they fix all these problemsThey are not cheap and the shipping isn't either I feel like you don't get what you paid for
As the customer has not sent us a the letter from the bank advising that the charge back has been droppedI have included the email chain to show the letter
was not includedAs we do not have a letter showing the charge back was dropped we cannot issue a replacement
Hello,
Based on the information in the customers email I am not able to locate an emailI emailed the customer today 7/and advised, "
rgb(255, 255, 255);">Could you send us a quick pic of what you are speaking of with your liners so we can take a look? Please provide your order number."
I had a very positive experience with the customer service in this companyI ordered two lip kits, and one of them was different than what I had orderedI was worried about dealing with customer service because I had heard bad things in the pastHowever, when I e-mailed customer service, they responded within hrsAll I had to do was send a picture of the slip included in the package that was initialed by an employee even though the order was wrong, and they quickly processed an order for the correct lip kit at no extra cost to meI didn't have to send the wrong kit back or pay shippingThe new kit came within a week of my first contact with customer service
I spoke with our in house development team and was able to confirm that this order was created by a customer, this was their response:
Kylie Cosmetics is hosted by Shopify, Shopify does not permit store owners to access raw credit card data or make charges to credit cards used in previous
ordersBecause of this, the only way a credit card would be able to be used to place an order on Kylie Cosmetics is if a customer manually enters their credit
card information on the checkout form when placing an orderFor the order Kwe can see that the order was placed through the online store and not by
an automated system and was placed by a computer accessing the store from the IP address 70.###which is not a part of the Kylie Cosmetics network
Based on these details, while we cannot accurately say WHO placed the order, we can confirm it was placed by someone outside of Kylie Cosmetics using the
storefront powered by Shopify and manually entered the credit card details, and was not created by falsely our own systems
We would never have advised the customer, "to just try the pumpkin, if I didn't like it I could send it back for the Kourt K"As this is not
our policy to provide
exchange as an option , see attached. In addition, I reviewed the email, chain and we did not advise the customer of this information, and I have included the
entire email chain for your reviewIn addition, the customer did not place an order for Kourt K as you can see from the attached document showing the contents
of her order Kwas for Leo and PumpkinAs the customer did not order this product we would not be sending it to her or issuing her a refund
Our response time form emails is 24-hoursThe customer emailed Kylie Cosmetics times 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 answeredThe customer was emailed today and advised, “We are so sorry to hear that you did not receive the correct product, do
you mind sending a picture of the products that you did receive in your order?” Once we receive this additional photo we can request a replacement package for the customer
Complaint:
I am rejecting this response because: The order number provided is definitely an order number from Kylie
Cosmetics I have attached my confirmation emails as proof of thisI have blanked out my address as I have been told not to include any personal information in any messages regarding this dispute, everything else in the email remainsI hope this can all be resolved as soon as possible.Regards,
J*** ***
Hello,
The customer was advised that we do not issue refunds, and that we will be upholding our policyIn addition, our shipping page(see attached) states that we do not issue refundsSee exact verbiage customer was advised below.
64)Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif">"Hi ***
Unfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online,
unfortunately we will be upholding our policy and not issuing those refunds."
Hi ErinUnfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online, unfortunately we will be upholding our policy and not issuing those refunds.
Hi ErinUnfortunately, we do not accept returns, exchanges or refunds; all sales are finalAs our pricing for shipping and that we don't cover customs fees is listed online, unfortunately we will be upholding our policy and not issuing those refunds
I have ordered lip kits and all ave arrived within the shipping norms if not beforeI received exactly what I ordered and all kits were perfect
I love this product, it lasts all day long and comes when it says it does usually priorThe product is beautiful and smells amazingI have ordered almost every single color so far!
Hello,
After viewing the customers photos it appears the lipstick is leaking as the customer advised in their previous email, therefore we will issue a replacement of Candy K liquid lipstick to the customer
Complaint:
I am rejecting this
response because:
I have sent you two emails now each with no responseMy email that I used to contact costumer service is ***@schreiner.edu the same one thats listed with this complaintHere is a copy of the first email I sent to [email protected]
Show all attachments (MB) Download all Save all to OneDrive
Hello,On my order that I recently received I only received one product out of the three that I orderedI received the literally gloss however I was missing the Koko K lip kit and the Posie K lip kitTo my email I have attached photos of my receipt and pictures of my box. Thank you in advance for your help in sorting out this situation.
That email was sent 7/at 7:pmAnd titled "Missing Product."
My second email was sent 7/at 9:amAnd titled "Customer Service" both of which included a bunch of photos and description of my case.
Hello,
I have yet to hear back from a customer service representative about my situationI have sent an email on Tuesday about my missing productsBelow is the email I sent including photographsI would like my missing products or my money back for products I haven't received.
Begin forwarded message:
And then I forwarded my first email in my second emailWhen I had yet to receive a response on either email thats when I raised a compliant on Revdex.comAt this point I just want to receive the products I paid for or a refund on my product
I have purchased over $worth of these cosmetics and not only did she change the formula and made them cheaper, but the bottles are half empty! When you try to reach her customer service they are cowards and don't answer!
Hello,
The orders numbers you provided have been in your possession for over days, order Kfrom 6/21, and order K& K1293350 from 6/10. Unfortunately, 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 replacement.
This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order numberWe do require photos reflecting the issue, and an order numberOnce we have this information then we can provide a resolution."
In order for us to assist the customer is researching this issue we advised the customer to provide the below information, "We'd like to double check for youYou stated, "I
was charged twice for this order and have a another charge for $placed on the same day." If you have the order number(s) please provide thoseIf you
don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last of the card is still 6363, and if you can
reconfirm that $is the charge you are referring to, please advise." The customer only answered our inquiry about clarifying the last of the credit cardIn
order for us to start to research this issue and provide the customer with a resolution we do need all of the requested informationI have attached a copy of the
email content the customer sent us, showing that it is not all of the information requested
I purchased a metal lipstick and an eyeliner on 9/15/I received an email on 9/30/informing me that they are out of the metal lipstick I orderedThey took my money and then wait weeks to email me to tell me that the order that went through was no longer available
Amazing product
Complaint:
I am rejecting this response because:
They responded with tips and tricks on how to apply the productAs I had mentioned to them, this is not my first time using lip products nor is it my first time using kylie cosmeticsIf I didnt have knowledge or understand how to apply the products, I wouldve been complaining since the first lipkit was purchasedThat is not the caseThe company should aknowledge that the color Spice is inconsistent and does not apply well they should allow me to exchange the product or offer a refund since I have no fault as to how the formula is made.
Regards,
*** ***