Hello,
As USPS information is not always correct, the customer was advised of the below via email today 7/14:
255);">Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime. Please contact us if your order is not received within the next few days, we'll get right back to you!
Hello,
We are upholding our policy and we are not issuing replacements or refunds for your orderSee the information below from our shipping page, and note that
this information is available prior to ordering
Hello,
The purpose of the Revdex.com is to ensure that an open issue that you have with a company is resolved, and that you are provided with a resolutionIn this situation the customer is not asking for a resolution for their ordersThe customer is advising in their rejection that they do not wish to provide the requested information for them to be able to move forward in our review process to see if their order can be reinstatedIn addition, we did receive an email from the customer advising that they do not wish to move forward with the process, see attachedIt appears based on the customers' email they are not asking for a resolution or requesting assistance with an issue
Our response time to emails is 24-hours, and as you can see from the email chain the customer was responded to within our promised response timeI have attached the
email chain showing our FAQ page showing our response time, and the customers email chainAlso the customer was advised
that we are issuing a replacement package of their So Cute Gloss
Complaint:
I am rejecting this response because I have emailed customer service three times nowI don't like being portrayed as a liarI have sent emails twice, and after the email I sent today it will be my third emailBelow I will copy and paste ALL my emailsThere are the time stamps in each email I have sent to customer serviceI forwarded ALL these emails to customer service AGAIN todayI deleted of the photos because they showed my private information which I wouldn't want to share publiclyHopefully they finally receive my emails and either give me my money back or provide me with the products I paid forThank you.
Today 10:AM [email protected]
Hello,
As seen in the attached photos and past messages my issue is I only received my lipglossI never received my two lipkitsI ordered Posie K and Koko KYou can see that in my receipt, I got my literally gloss however I never received two of the products I paid forSo I would like to receive a refund for the products I didn't receive or my products that I paid for pleaseI have emailed twice about this issue, both emails included with photos and a description of my issues, however I never heard back from anyoneHopefully that changes
Begin forwarded message:
From: To: "[email protected]" Subject: Customer Service
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.
Thank you
Begin forwarded message:
From: To: "[email protected]" Subject: Missing Product
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
The customer was advised the package was possibly stuck in Santa Clarita that is why they were advised of this information. See exact verbiage customer was advised,
10pt background: white;">“It looks like your package is in limbo after departing the facility in Santa Clarita, CASometimes when packages leave this particular facility it takes a few extra days for
tracking to update, but so far all packages who got stuck here have arrived - just a few days later than expected! Let's give it a few more days and it should get movingPlease
keep us updated!” The customer did email us back, and at that point it appeared the package was lost with USPS, so we advised the customer, “So sorry you did not receive
your itemsNo worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?” Then on 8/the customer
was advised we are sending out a replacement package, “We are so sorry for this issueWe'll have a onetime courtesy replacement package sent out to youProcessing is 7-
business days, once your replacement package goes out you'll receive an email with tracking.”
Hello,
Today via email the customer was advised:
"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! Thank you!"
I am rejecting this response because: it is 100% unfairi paid for items I have never recieved and the business claims they are not responsibleThey have my money whilst I don't have anything to show for it Absolutely terrible customer service
Regards,
C*** ***
Hello,
As the customer was advised we do not have a monthly feeI do want to help the customer see what the charge is for so I have asked for a screen shot of the charge
I've ordered from Kylie cosmetics on separate occasions internationally and all have been positiveThe tracking service was very helpful and all arrived in 10-working days like advertised
Absolutely love the products with everything arriving in perfect conditionLove the formula, it lasts longer than any other liquid lipstick I've tried and only requires one thin coat so doesn't run out quickly eitherI originally only bought one as I was skeptical as to whether the product would be good but since have multiple different shadesAlso think it's good value as buying a liner and lipstick separately is similar/more expensive from some other quality brandsMy only negative is the price of shipping but have easily split the cost between friendsThanks Kylie!
I have ordered from this company multiple times and each time my package has come before the expected date and the product is in perfect conditionThe products have lasted me months so far and the formula is noticeably different from other popular brandsI have recommended this brand to many people
I reviewed the email chain and the customer responded with their personal information on 8/and we responded on 8/As our
website states our email response time is 24-hours,
and can be extended after launches which was the caseI have attached the email chain showing the date and time stamp indicating our response time was within what is stated on our FAQ
page. I apologize for the issueOur system was unable to process payment for your order, which resulted in the order being canceled and voidedOn 8/the customer was advised, "your
recreated order, RKof the birthday bundle , is currently processing and will ship out asap! You will receive an email with tracking once it ships." According to our system the order
shipped on 8/19, tracking LZ***874US indicates the ship date of 8/
Hello,
For the customers claim,”Kylie Cosmetics will not acknowledge this and refuses to give refunds for the returned product.” The customer has only emailed us once in
" background: white;">regards to this issueThe customer sent their email today from their email, ***@comcast.net, and to confirm Kylie customer service has not responded to the
customers emailPlease see attached email that the customer sentAs our policy states we do not provide refunds or exchanges (see attached), however we can
advise to exfoliate the lips, and put on a Chap Stick or moisturizing lip primer to correct this issue
Hello,
As sometimes USPS information is not always accurate we advised the customer, Sometimes USPS tracking
information can be incorrect and packages are marked as delivered
before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the
meantime.Please contact us if your order is not received within the next few days, we'll get right back to you!" As we hope that USPS delivers your package, but If the package
is not received we do recommend to email us back and we will advise on the next step
Hello,
To clarify I am referring to when the customer placed her order she entered her email address incorrectlyFor her VIP account she is correct I can confirm, that email address was entered correctly
Hello,
As advised product is not missing fro the bottle, the thicker formula moving around the vial can make it appear as if this is the caseReconfirming that we do not provide exchanges or returns and we are upholding our policy
Hello,
I could not find any emails from the customer in our customer service emailsI emailed the customer and advised that we need photos showing the issues she is having, we do need these photos to authenticate her claimIn addition we do need a photo of the packing slip
and the order number showing, we need this information to authenticate that this purchase was made through kyliecosmetics.comEven though this was a gift the customer can reach out the the person who gifted these products for this informationPlease note that without proper documentation we cannot move forward with issuing a replacement package
Hello,
On 7/the customer was advised, "It appears we did issue a replacement package, but the
tracking 94***91indicates the package never movedI can issue
another replacement and have it ship in the next few days." The customer email emailed back on 7/and stated, "Yes and can you actually send me the t
tracking number this time." On 7/we responded to the customer stating , "Once your replacement package goes out you'll receive an email with tracking, to
email ***@me.com" To confirm the customers package shipped on 7/per tracking 94***
Hello,
As USPS information is not always correct, the customer was advised of the below via email today 7/14:
255);">Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime. Please contact us if your order is not received within the next few days, we'll get right back to you!
Love her lip kit I just received today and on time delivery and good quality will purchase more in future !
Hello,
We are upholding our policy and we are not issuing replacements or refunds for your orderSee the information below from our shipping page, and note that
this information is available prior to ordering
Hello,
The purpose of the Revdex.com is to ensure that an open issue that you have with a company is resolved, and that you are provided with a resolutionIn this situation the customer is not asking for a resolution for their ordersThe customer is advising in their rejection that they do not wish to provide the requested information for them to be able to move forward in our review process to see if their order can be reinstatedIn addition, we did receive an email from the customer advising that they do not wish to move forward with the process, see attachedIt appears based on the customers' email they are not asking for a resolution or requesting assistance with an issue
Never received my parcel
Our response time to emails is 24-hours, and as you can see from the email chain the customer was responded to within our promised response timeI have attached the
email chain showing our FAQ page showing our response time, and the customers email chainAlso the customer was advised
that we are issuing a replacement package of their So Cute Gloss
Complaint:
I am rejecting this response because I have emailed customer service three times nowI don't like being portrayed as a liarI have sent emails twice, and after the email I sent today it will be my third emailBelow I will copy and paste ALL my emailsThere are the time stamps in each email I have sent to customer serviceI forwarded ALL these emails to customer service AGAIN todayI deleted of the photos because they showed my private information which I wouldn't want to share publiclyHopefully they finally receive my emails and either give me my money back or provide me with the products I paid forThank you.
Today 10:AM
[email protected]
Hello,
As seen in the attached photos and past messages my issue is I only received my lipglossI never received my two lipkitsI ordered Posie K and Koko KYou can see that in my receipt, I got my literally gloss however I never received two of the products I paid forSo I would like to receive a refund for the products I didn't receive or my products that I paid for pleaseI have emailed twice about this issue, both emails included with photos and a description of my issues, however I never heard back from anyoneHopefully that changes
Begin forwarded message:
From: To: "[email protected]" Subject: Customer Service
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.
Thank you
Begin forwarded message:
From: To: "[email protected]" Subject: Missing Product
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
The customer was advised the package was possibly stuck in Santa Clarita that is why they were advised of this information. See exact verbiage customer was advised,
10pt background: white;">“It looks like your package is in limbo after departing the facility in Santa Clarita, CASometimes when packages leave this particular facility it takes a few extra days for
tracking to update, but so far all packages who got stuck here have arrived - just a few days later than expected! Let's give it a few more days and it should get movingPlease
keep us updated!” The customer did email us back, and at that point it appeared the package was lost with USPS, so we advised the customer, “So sorry you did not receive
your itemsNo worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?” Then on 8/the customer
was advised we are sending out a replacement package, “We are so sorry for this issueWe'll have a onetime courtesy replacement package sent out to youProcessing is 7-
business days, once your replacement package goes out you'll receive an email with tracking.”
Hello,
Today via email the customer was advised:
"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! Thank you!"
I am rejecting this response because: it is 100% unfairi paid for items I have never recieved and the business claims they are not responsibleThey have my money whilst I don't have anything to show for it Absolutely terrible customer service
Regards,
C*** ***
Hello,
As the customer was advised we do not have a monthly feeI do want to help the customer see what the charge is for so I have asked for a screen shot of the charge
I've ordered from Kylie cosmetics on separate occasions internationally and all have been positiveThe tracking service was very helpful and all arrived in 10-working days like advertised
Absolutely love the products with everything arriving in perfect conditionLove the formula, it lasts longer than any other liquid lipstick I've tried and only requires one thin coat so doesn't run out quickly eitherI originally only bought one as I was skeptical as to whether the product would be good but since have multiple different shadesAlso think it's good value as buying a liner and lipstick separately is similar/more expensive from some other quality brandsMy only negative is the price of shipping but have easily split the cost between friendsThanks Kylie!
I have ordered from this company multiple times and each time my package has come before the expected date and the product is in perfect conditionThe products have lasted me months so far and the formula is noticeably different from other popular brandsI have recommended this brand to many people
I reviewed the email chain and the customer responded with their personal information on 8/and we responded on 8/As our
website states our email response time is 24-hours,
and can be extended after launches which was the caseI have attached the email chain showing the date and time stamp indicating our response time was within what is stated on our FAQ
page. I apologize for the issueOur system was unable to process payment for your order, which resulted in the order being canceled and voidedOn 8/the customer was advised, "your
recreated order, RKof the birthday bundle , is currently processing and will ship out asap! You will receive an email with tracking once it ships." According to our system the order
shipped on 8/19, tracking LZ***874US indicates the ship date of 8/
Hello,
For the customers claim,”Kylie Cosmetics will not acknowledge this and refuses to give refunds for the returned product.” The customer has only emailed us once in
" background: white;">regards to this issueThe customer sent their email today from their email, ***@comcast.net, and to confirm Kylie customer service has not responded to the
customers emailPlease see attached email that the customer sentAs our policy states we do not provide refunds or exchanges (see attached), however we can
advise to exfoliate the lips, and put on a Chap Stick or moisturizing lip primer to correct this issue
Hello,
As sometimes USPS information is not always accurate we advised the customer, Sometimes USPS tracking
information can be incorrect and packages are marked as delivered
before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the
meantime.Please contact us if your order is not received within the next few days, we'll get right back to you!" As we hope that USPS delivers your package, but If the package
is not received we do recommend to email us back and we will advise on the next step
Hello,
To clarify I am referring to when the customer placed her order she entered her email address incorrectlyFor her VIP account she is correct I can confirm, that email address was entered correctly
Hello,
As advised product is not missing fro the bottle, the thicker formula moving around the vial can make it appear as if this is the caseReconfirming that we do not provide exchanges or returns and we are upholding our policy
Hello,
I could not find any emails from the customer in our customer service emailsI emailed the customer and advised that we need photos showing the issues she is having, we do need these photos to authenticate her claimIn addition we do need a photo of the packing slip
and the order number showing, we need this information to authenticate that this purchase was made through kyliecosmetics.comEven though this was a gift the customer can reach out the the person who gifted these products for this informationPlease note that without proper documentation we cannot move forward with issuing a replacement package
Hello,
On 7/the customer was advised, "It appears we did issue a replacement package, but the
tracking 94***91indicates the package never movedI can issue
another replacement and have it ship in the next few days." The customer email emailed back on 7/and stated, "Yes and can you actually send me the t
tracking number this time." On 7/we responded to the customer stating , "Once your replacement package goes out you'll receive an email with tracking, to
email ***@me.com" To confirm the customers package shipped on 7/per tracking 94***