Hello,
If a customer is having issues with a product and they email in about it we provide tips to assist them in ensuring they can apply and wear the product
" background: white;">properlyTherefore we advised on the application tips to the customer to aid in application and wearabilityPer our policy, see attached, we only
provide replacements we do not provide refundsWe will issue the customer a replacement KymajestyThe customer has been emailed today advising
that we will be issuing a replacement of Kymajesty
The customer placed their order on 3/25 and their first email notification on the missing product was on 6/21. Per our policy the customer is required to notify us within 14-30 days of receipt of product if they are missing product. The customer failed to get back to us...
within this time frame. We will be upholding our policy and unfortunately we are not able to issue the missing product. The customer was advised of the below via email on 7/6:Per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request for order K2**829 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
Complaint: 11630760
I am rejecting this response because:
I received the package. I just can't believe I had to go through the Revdex.com for you to react. Not cool.
Regards,
G[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 answeredThe customer was emailed today and advised that:
"We are so sorry for the delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking."
We want to review this information, we advised the customer to send us this information, see exact email verbiage below:
"Hello T,Please provide a photo of the outside of the box showing the values and documentation showing our error. Please also show the customs receipt, for our
review."
Hello,
Unfortunately per our policy we do not provide refundsWe were able to ship out the customers replacement package, and the customer received an email today notifying her that her replacement shipped and she was provided the tracking number href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ target="_blank" "Helvetica Neue", Helvetica, Arial, sans-serif; text-decoration: underline; background: 0px 0px rgb(255, 255, 255);">94[redacted]
Complaint: 11638415
I am rejecting this response because:
Not only do you have awful customer service but you are selling cheap quality product for a high price. If I am paying over thirty dollars for a product, I expect that product to work. This same issue has happened to multiple people. Not only did you provide me with a defective item that I can no longer use and in fact had to throw it away. But you guys provided me with an incorrect tracking number that now says delivered and has not been delivered!! This is the worst company I've ever dealt with and I don't understand why it's so hard to work sufficiently.
Regards,
A[redacted]
Today via email, the customer was advised, We are so sorry to hear you did not receive your...
products.Please file a missing/tampered 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 you. We need a USPS claim number in order to issue
a replacement package.
Hello,
On 6/30 the customer was emailed and advised that we are issuing a replacement of Reign, see verbiage on email:
"Sorry for the inconvenience! We'll have...
a replacement of Reign sent out to you ASAP!
Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."
Our response time for
Helvetica, Verdana, Tahoma, sans-serif;"> emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of
the queue with the newest emails, see email chain attached. We do answer the oldest emails first that is why her email was not answered. Today 11/9 the
customer was emailed and advised that we would be issuing a replacement package, please see exact email verbiage below:
"Hello T[redacted]We'll have another replacement package sent out to you. We apologize for any inconvenience. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
I have ordered many lipkits from them however with my last two orders I have been very disappointed. On my most current order I got charged for a lipkit however never received a conformation email. When I emailed the staff they sent me a tracking number from the last time I purchased a lip kit which also happened to be defected. I am so frustrated and do not know what else I can do. I hope the get this matter figured out because it is not good for business.
I bought the Dolce K lipkit and I couldn't use the liner. It sucks! The liner is sooooo loose that it gets out from its cover. The tendency is that it breaks off and I had to sharpen it again. I don't know of this is just for me. Products look so cool and pretty on her site but when you get it, just not worth the money at all. Don't recommend this product. I loved it at first but she has to do something about it so she can gain us back. I hope it reaches her and the team!
Complaint: 11703730
I am rejecting this response because:
Again, I wish to reiterate and make it clear to Kylie Cosmetics that it is not a REPLACEMENT when you had omitted to send the card IN THE FIRST PLACE. This is false advertising and misrepresentation. Kylie Cosmetics must be held responsible and MUST NOT push the blame to its customers for the INCOMPETENCE of its own customer service or packaging stuff who omitted to include the card in the first place. Why should I believe Kylie Cosmetics when they claim that they have sent the card but THERE IS NO PROOF OF POSTAGE? Does Kylie Cosmetics think that this will withstand the scrutiny of the court? No, I do not accept and reject entirely Kylie Cosmetics' unreasonable explanation. Send the card to me and show me proof of postage via a tracking number.
Regards,
[redacted]
I just have to say, I see all the negative review's on here and I do not agree. I received Kylie lip kit and love it. The best I've used in a long time. It is a new company just starting up and everyone ha's something harsh to say. I think it is great!
[redacted]! I have 5 matte lipsticks and 1 gloss, I got one of the "bad lip gloss" sticks. Yes it was a horrible brush but that didn't stop me from using it! I used the ugly brush and still loved my gloss!!! Anyways, I love all my matte lipsticks. I wear them everyday. I have 24 MAC lipsticks that I love but just prefer Kylie's more. thankfully I haven't had a problem with shipping yet, but I know the post office Can be SHADY! Two things have gone missing of mine that I shipped for two different mercari customers. Post office should be getting bad reviews!
Recieved my lip kit promptly in beautiful packaging. The product was even better than I expected & even smelled great! Lasts so long & looks great. Will definitely be buying again.
In reviewing our emails I don't show that the customer sent us an email notification us of this issue. I sent the customer an email advising to provide her her order number and photos of the products and packing slip. We do require photos in order to be able to issue a...
I absolutely love Kylie Cosmetics. I've had over 12 orders. Everything came in just how I ordered it and within a good shipping time. I've never had a problem with this company. One of the first few times I ordered, I accidentally entered the wrong address and sent them an email and got a response the same day. They corrected my mailing address and I received my order in the same time I would have received it if it was entered correctly by me the 1st time. The lip kits are amazing. The color lasts all day long. I never have to reapply after the first time. I love the selection of colors and the packaging. There is just so many good things I can say about this company.
The photo attached is the only photo that the customer sent us of the products she received, as you can see...
from the photo is is blurry and the shades names are not legible, ,
therefore we were unable to tell what products the customer actually did receive. In these types of situations we would then send an email asking for a clear photo
to ensure that we send the customer an accurate replacement product.
Hello,
If a customer is having issues with a product and they email in about it we provide tips to assist them in ensuring they can apply and wear the product
" background: white;">properlyTherefore we advised on the application tips to the customer to aid in application and wearabilityPer our policy, see attached, we only
provide replacements we do not provide refundsWe will issue the customer a replacement KymajestyThe customer has been emailed today advising
that we will be issuing a replacement of Kymajesty
Hello,
The customer placed their order on 3/25 and their first email notification on the missing product was on 6/21. Per our policy the customer is required to notify us within 14-30 days of receipt of product if they are missing product. The customer failed to get back to us...
within this time frame. We will be upholding our policy and unfortunately we are not able to issue the missing product. The customer was advised of the below via email on 7/6:Per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request for order K2**829 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
Complaint: 11630760
I am rejecting this response because:
I received the package. I just can't believe I had to go through the Revdex.com for you to react. Not cool.
Regards,
G[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 answeredThe customer was emailed today and advised that:
"We are so sorry for the delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking."
Hello,
We want to review this information, we advised the customer to send us this information, see exact email verbiage below:
"Hello T,Please provide a photo of the outside of the box showing the values and documentation showing our error. Please also show the customs receipt, for our
review."
Hello,
Unfortunately per our policy we do not provide refundsWe were able to ship out the customers replacement package, and the customer received an email today notifying her that her replacement shipped and she was provided the tracking number
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ target="_blank" "Helvetica Neue", Helvetica, Arial, sans-serif; text-decoration: underline; background: 0px 0px rgb(255, 255, 255);">94[redacted]
Complaint: 11638415
I am rejecting this response because:
Not only do you have awful customer service but you are selling cheap quality product for a high price. If I am paying over thirty dollars for a product, I expect that product to work. This same issue has happened to multiple people. Not only did you provide me with a defective item that I can no longer use and in fact had to throw it away. But you guys provided me with an incorrect tracking number that now says delivered and has not been delivered!! This is the worst company I've ever dealt with and I don't understand why it's so hard to work sufficiently.
Regards,
A[redacted]
Hello,
Today via email, the customer was advised, We are so sorry to hear you did not receive your...
products.Please file a missing/tampered 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 you. We need a USPS claim number in order to issue
a replacement package.
Hello,
On 6/30 the customer was emailed and advised that we are issuing a replacement of Reign, see verbiage on email:
"Sorry for the inconvenience! We'll have...
a replacement of Reign sent out to you ASAP!
Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."
Our response time for
Helvetica, Verdana, Tahoma, sans-serif;"> emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of
the queue with the newest emails, see email chain attached. We do answer the oldest emails first that is why her email was not answered. Today 11/9 the
customer was emailed and advised that we would be issuing a replacement package, please see exact email verbiage below:
"Hello T[redacted]We'll have another replacement package sent out to you. We apologize for any inconvenience. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
I have ordered many lipkits from them however with my last two orders I have been very disappointed. On my most current order I got charged for a lipkit however never received a conformation email. When I emailed the staff they sent me a tracking number from the last time I purchased a lip kit which also happened to be defected. I am so frustrated and do not know what else I can do. I hope the get this matter figured out because it is not good for business.
I bought the Dolce K lipkit and I couldn't use the liner. It sucks! The liner is sooooo loose that it gets out from its cover. The tendency is that it breaks off and I had to sharpen it again. I don't know of this is just for me. Products look so cool and pretty on her site but when you get it, just not worth the money at all. Don't recommend this product. I loved it at first but she has to do something about it so she can gain us back. I hope it reaches her and the team!
Complaint: 11614725
I am rejecting this...
response because:
Regards,
C[redacted]
Complaint: 11703730
I am rejecting this response because:
Again, I wish to reiterate and make it clear to Kylie Cosmetics that it is not a REPLACEMENT when you had omitted to send the card IN THE FIRST PLACE. This is false advertising and misrepresentation. Kylie Cosmetics must be held responsible and MUST NOT push the blame to its customers for the INCOMPETENCE of its own customer service or packaging stuff who omitted to include the card in the first place. Why should I believe Kylie Cosmetics when they claim that they have sent the card but THERE IS NO PROOF OF POSTAGE? Does Kylie Cosmetics think that this will withstand the scrutiny of the court? No, I do not accept and reject entirely Kylie Cosmetics' unreasonable explanation. Send the card to me and show me proof of postage via a tracking number.
Regards,
[redacted]
I just have to say, I see all the negative review's on here and I do not agree. I received Kylie lip kit and love it. The best I've used in a long time. It is a new company just starting up and everyone ha's something harsh to say. I think it is great!
[redacted]! I have 5 matte lipsticks and 1 gloss, I got one of the "bad lip gloss" sticks. Yes it was a horrible brush but that didn't stop me from using it! I used the ugly brush and still loved my gloss!!! Anyways, I love all my matte lipsticks. I wear them everyday. I have 24 MAC lipsticks that I love but just prefer Kylie's more. thankfully I haven't had a problem with shipping yet, but I know the post office Can be SHADY! Two things have gone missing of mine that I shipped for two different mercari customers. Post office should be getting bad reviews!
Recieved my lip kit promptly in beautiful packaging. The product was even better than I expected & even smelled great! Lasts so long & looks great. Will definitely be buying again.
Hello,
In reviewing our emails I don't show that the customer sent us an email notification us of this issue. I sent the customer an email advising to provide her her order number and photos of the products and packing slip. We do require photos in order to be able to issue a...
replacement package.
I absolutely love Kylie Cosmetics. I've had over 12 orders. Everything came in just how I ordered it and within a good shipping time. I've never had a problem with this company. One of the first few times I ordered, I accidentally entered the wrong address and sent them an email and got a response the same day. They corrected my mailing address and I received my order in the same time I would have received it if it was entered correctly by me the 1st time. The lip kits are amazing. The color lasts all day long. I never have to reapply after the first time. I love the selection of colors and the packaging. There is just so many good things I can say about this company.
Hello,
The photo attached is the only photo that the customer sent us of the products she received, as you can see...
from the photo is is blurry and the shades names are not legible, ,
therefore we were unable to tell what products the customer actually did receive. In these types of situations we would then send an email asking for a clear photo
to ensure that we send the customer an accurate replacement product.