Terrible customer service Every single one of my lip liners (total) the liner comes out of the casing Contacted customer service and they told me nothing they could do because it was after days It took longer than that to receive the product Don't waste your money with her company when there are plenty of other companies that produce great products and stand behind them !!!!
Complaint:
I am rejecting this response because:
There was no proof whatsoever that the business has sent the card to meI had asked for a tracking number but they did not provide any to me either.
Further, they keep mentioning about a "replacement card"Please be informed that it is NOT a replacement when they did not include the card in my order in the first place as advertised by them on various social media platforms.
I am sure that I am not the only customer who has lodged complaint against this business for not receiving the proper items in our ordersTherefore, I hereby request that the business send the card to me via a trackable mode and provide me with the tracking number and show me proof of postage.
Thank you.
Regards,
Ma* *** ***
Seriously needs to invest in better customer service and fulfilling ordersI ordered Christmas presents 2nd of December and they haven't arrived yet - its the 28th of DecemberGranted, I live in Canada (thought it would take a little longer) but it somehow - it Kylie Cosmetics days to package lip-kits and ship them to CanadaIve contacted customer service - and they were less than helpfulEven if the products are ok - I will never be able to purchase from them again - unless they improve fulfilling their orders on time
Hello,
The customer emailed continuously from the same email chain from 6/29-7/6.Our response time form emails is 24-hoursThe customer continuously emailed Kylie
" background: white;">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
answeredThe customer was advised via email today 7/16, "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,
Via email today 7/the 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?"
Complaint:
I am rejecting this response because:I was not emailing regarding shipping and handlingIt was a product error made by Kylie cosmeticsI emailed times asking for my order Kto be the new summer shadesI got Maliboo and Kristen however they sent Dolce...instead of GingerMy emails to the company below show I asked specifically if I should reorder the entire order since the products were restocked and availableKylie cosmetics said "no your order is processing--we got it"
Obviously they didnt have it and didn't bother to correct my order with the correct lipt kits!! instead they sent me what I didn't want
I emailed Kylie cosmetics customer service before the order even shipped--they had enough time to update the order and ship the correct productI will not be ordering anything again and will be disputing the charge with my credit card company until I receive the G*** lipkit that I orderedHelloI am extremely irritated and hoping I will NOT
Be getting the WRONG order!!! I better be getting
*** *** and ***
I have messaged your company times!
Most recent email below:
Hello Kylie cosmetics team
I have NOT heard anything back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and want.
Do I need to reorder or will the order Kbe updated and fulfilled with all new summer shades
GingerKristen MalibooThanks!!
Please advise ASAP!!!
As anyone can see from my email I specifically asked should I reorder and cancel the previous order or did they update it to the correct productsThey sent the wrong product and I'm not paying for something I didn't order!
Regards,
Megan Schmitt
I have made one purchase from Kylie Cosmetics and it was for a decent amount of productI have to say I was very pleased with the businessI had no issues accessing the web page, placing an order, and receiving my productI made a mistake on my email address and contacted them as soon as I noticedThey had it fixed within an hour (during a restock that was very busy!)The cost for the products is competitive and I like the products so farThe shipping was a little pricy but it provided tracking and I received it in a timely mannerThe packaging was cute and enjoyed opening itI can say I'll be a return customer when I decide on some more shades that appeal to me
Hello,
In this case if the customer is still having difficulty after we provide tip and tricks, we would issue a replacement packageUnfortunately the customer has issued a charge back and we cannot issue a replacement, see attached, if the customer drops the charge back we can issue replacement of Posie K lipstick to her
Hello,
The customer was advised via email on 8/1, "Thanks for reaching out! It appears you did receive the correct shade;
please keep in mind that colors will appear different on
everyone depending on your skin tone and lip pigmentation." In reviewing the photo the customer did receive the correct shadeDue to lighting, saturation, lip pigmentation, lip
colors are going to vary in appearance from person to personPer our policy we do not provide refunds, see policy attachedFor the customer advising she is having wearability
issues we have a few tips: Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together
Hello,
The customer is able to view the items in their cart before they click the button for the order to go through, and the items the customer puts in their cart are the items that will
appear in their order confirmaitonIn this case the customer has the option to then go back and adjust the items in the card according to what they want to purchaseAs advised
our policy is that once an order is placed it is final and orders are not able to be returnedWe have to be fair and uphold our policies, please note these policies are listed on our
website and are available to view prior to ordering(see policies attached)
Hello,
Per the customers' request order Khas been cancelled and she has been refundedThe customer was also sent an email apology, and advised to
" background-">email back if there is anything else we can do for her
Hello,
The customer was advised that unfortunately, orders cannot be modified or cancelled, per our refund policy see attachedPlease note that we only communicate via emailThe
customers' tracking number, href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ target="_blank" "line-height: 1em;">94[redacted]7, does not indicate that the package has been returned to usI have reached out to the customer today to see how the
package was returned to us so that I can look into this issue and then provide a resolution
Hello,
Per our policy we do not issue refunds, we only issue replacements for wrong orders, see our refund policy attachedWe have already issued a replacement package of Like
gloss from the customers' order, and per tracking href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ "Helvetica Neue", Helvetica, Arial, sans-serif; background-">94[redacted] the order was delivered on 6/
Hello,
The customer advised that their emails, from email [redacted]@outlook.com,
"line-height: 1em;"> do not reach usI did check our inbox and I don't see any emails from this customer,
alternatively I would recommend ensuring that they are sending emails to [email protected] this is still the case that they are not able to send email that
reach us, I recommend to try sending emails to us from a different email addressI did check the status of the customers' order K1833367, and according to tracking
LN#####S the package was returned back to our hub in OxnardOur policy requires that all returned packages are cancelled and refunded
Even though the site told the customer the product was sold out, there still might be a chance the order did go throughI always like to double check before advising the customer that an order was not placed under their informationSo today via email
I advised the customer, "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">We can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"
Hello,
The last email that the customer sent was on 4/2/16, so we were not aware that the customer did not receive the replacement orderThe customer was advised that we would issue a onetime courtesy replacement
"">packages that they did not receiveWhen replacement packages are shipped we send a notification email to the customer with the tracking number and the products being shipped, we sent this notification email to t
[redacted]@gmail.com. According to tracking 94[redacted]for the replacement it was delivered on 4/11/16, to the address the customer requested:
[redacted] Alexandria va
Hi G[redacted]
"">We received your claim that you did not receive your items for order KYour order must be lost with USPS, we are 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?
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
" line-height: 1em; background-">the newest emailsWe do answer the oldest emails first that is why her email was not answeredOn 8/the customer was advised that their order for the Birthday
bundle had shipped, and was provided tracking 94[redacted]
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 answered The customer was advised to file a missing stolen package claim with
USPSOnce we have the USPS claim number from the customer then we can issue a replacement package
Hello,
Our response time form emails is 24-hoursThe customer emailed Kylie Cosmetics twice in a row 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 today that we will issue her a replacement
package of Posie K liner
Terrible customer service Every single one of my lip liners (total) the liner comes out of the casing Contacted customer service and they told me nothing they could do because it was after days It took longer than that to receive the product Don't waste your money with her company when there are plenty of other companies that produce great products and stand behind them !!!!
Complaint:
I am rejecting this response because:
There was no proof whatsoever that the business has sent the card to meI had asked for a tracking number but they did not provide any to me either.
Further, they keep mentioning about a "replacement card"Please be informed that it is NOT a replacement when they did not include the card in my order in the first place as advertised by them on various social media platforms.
I am sure that I am not the only customer who has lodged complaint against this business for not receiving the proper items in our ordersTherefore, I hereby request that the business send the card to me via a trackable mode and provide me with the tracking number and show me proof of postage.
Thank you.
Regards,
Ma* *** ***
Seriously needs to invest in better customer service and fulfilling ordersI ordered Christmas presents 2nd of December and they haven't arrived yet - its the 28th of DecemberGranted, I live in Canada (thought it would take a little longer) but it somehow - it Kylie Cosmetics days to package lip-kits and ship them to CanadaIve contacted customer service - and they were less than helpfulEven if the products are ok - I will never be able to purchase from them again - unless they improve fulfilling their orders on time
Hello,
The customer emailed continuously from the same email chain from 6/29-7/6.Our response time form emails is 24-hoursThe customer continuously emailed Kylie
" background: white;">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
answeredThe customer was advised via email today 7/16, "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,
Via email today 7/the 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?"
Complaint:
I am rejecting this response because:I was not emailing regarding shipping and handlingIt was a product error made by Kylie cosmeticsI emailed times asking for my order Kto be the new summer shadesI got Maliboo and Kristen however they sent Dolce...instead of GingerMy emails to the company below show I asked specifically if I should reorder the entire order since the products were restocked and availableKylie cosmetics said "no your order is processing--we got it"
Obviously they didnt have it and didn't bother to correct my order with the correct lipt kits!! instead they sent me what I didn't want
I emailed Kylie cosmetics customer service before the order even shipped--they had enough time to update the order and ship the correct productI will not be ordering anything again and will be disputing the charge with my credit card company until I receive the G*** lipkit that I orderedHelloI am extremely irritated and hoping I will NOT
Be getting the WRONG order!!! I better be getting
*** *** and ***
I have messaged your company times!
Most recent email below:
Hello Kylie cosmetics team
I have NOT heard anything back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and want.
Do I need to reorder or will the order Kbe updated and fulfilled with all new summer shades
GingerKristen MalibooThanks!!
Please advise ASAP!!!
As anyone can see from my email I specifically asked should I reorder and cancel the previous order or did they update it to the correct productsThey sent the wrong product and I'm not paying for something I didn't order!
Regards,
Megan Schmitt
I have made one purchase from Kylie Cosmetics and it was for a decent amount of productI have to say I was very pleased with the businessI had no issues accessing the web page, placing an order, and receiving my productI made a mistake on my email address and contacted them as soon as I noticedThey had it fixed within an hour (during a restock that was very busy!)The cost for the products is competitive and I like the products so farThe shipping was a little pricy but it provided tracking and I received it in a timely mannerThe packaging was cute and enjoyed opening itI can say I'll be a return customer when I decide on some more shades that appeal to me
Hello,
In this case if the customer is still having difficulty after we provide tip and tricks, we would issue a replacement packageUnfortunately the customer has issued a charge back and we cannot issue a replacement, see attached, if the customer drops the charge back we can issue replacement of Posie K lipstick to her
Hello,
The customer was advised via email on 8/1, "Thanks for reaching out! It appears you did receive the correct shade;
please keep in mind that colors will appear different on
everyone depending on your skin tone and lip pigmentation." In reviewing the photo the customer did receive the correct shadeDue to lighting, saturation, lip pigmentation, lip
colors are going to vary in appearance from person to personPer our policy we do not provide refunds, see policy attachedFor the customer advising she is having wearability
issues we have a few tips: Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together
Hello,
The customer is able to view the items in their cart before they click the button for the order to go through, and the items the customer puts in their cart are the items that will
appear in their order confirmaitonIn this case the customer has the option to then go back and adjust the items in the card according to what they want to purchaseAs advised
our policy is that once an order is placed it is final and orders are not able to be returnedWe have to be fair and uphold our policies, please note these policies are listed on our
website and are available to view prior to ordering(see policies attached)
Hello,
Per the customers' request order Khas been cancelled and she has been refundedThe customer was also sent an email apology, and advised to
" background-">email back if there is anything else we can do for her
Hello,
The customer was advised that unfortunately, orders cannot be modified or cancelled, per our refund policy see attachedPlease note that we only communicate via emailThe
customers' tracking number,
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ target="_blank" "line-height: 1em;">94[redacted]7, does not indicate that the package has been returned to usI have reached out to the customer today to see how the
package was returned to us so that I can look into this issue and then provide a resolution
Hello,
Per our policy we do not issue refunds, we only issue replacements for wrong orders, see our refund policy attachedWe have already issued a replacement package of Like
gloss from the customers' order, and per tracking
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ "Helvetica Neue", Helvetica, Arial, sans-serif; background-">94[redacted] the order was delivered on 6/
Hello,
The customer advised that their emails, from email [redacted]@outlook.com,
"line-height: 1em;"> do not reach usI did check our inbox and I don't see any emails from this customer,
alternatively I would recommend ensuring that they are sending emails to [email protected] this is still the case that they are not able to send email that
reach us, I recommend to try sending emails to us from a different email addressI did check the status of the customers' order K1833367, and according to tracking
LN#####S the package was returned back to our hub in OxnardOur policy requires that all returned packages are cancelled and refunded
Even though the site told the customer the product was sold out, there still might be a chance the order did go throughI always like to double check before advising the customer that an order was not placed under their informationSo today via email
I advised the customer, "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">We can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"
Hello,
The last email that the customer sent was on 4/2/16, so we were not aware that the customer did not receive the replacement orderThe customer was advised that we would issue a onetime courtesy replacement
"">packages that they did not receiveWhen replacement packages are shipped we send a notification email to the customer with the tracking number and the products being shipped, we sent this notification email to t
[redacted]@gmail.com. According to tracking 94[redacted]for the replacement it was delivered on 4/11/16, to the address the customer requested:
[redacted] Alexandria va
Hi G[redacted]
"">We received your claim that you did not receive your items for order KYour order must be lost with USPS, we are 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?
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
" line-height: 1em; background-">the newest emailsWe do answer the oldest emails first that is why her email was not answeredOn 8/the customer was advised that their order for the Birthday
bundle had shipped, and was provided tracking 94[redacted]
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 answered The customer was advised to file a missing stolen package claim with
USPSOnce we have the USPS claim number from the customer then we can issue a replacement package
Hello,
Our response time form emails is 24-hoursThe customer emailed Kylie Cosmetics twice in a row 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 today that we will issue her a replacement
package of Posie K liner