The customer advised us that only the packaging was damaged, not the product itself. We only send replacements for damaged product. Since the products were not damaged
we will not be issuing any replacements. In addition, per our policy we only issue replacement product we do not issue refunds, see policy attached. In addition, if the product is
damaged please send us a photo of the damaged product for us to review.
My first order with Kylie cosmetics was fine. I understood that it would take a while and that I would have to pay customs. The last time that I ordered, I ordered a gloss and it arrived quickly. I made sure not to buy a metal matte because I heard they were only filled up half way however the gloss that I received was genuinely less than half full. I posted about in on social media and one person said that it is normal for all glosses to do this but there is no way that it is normal to be that low down in the tube. The product didn't even stay on past 10 minutes as well.
As stated on our FAQ page International packages can take 10-15 business days. According to tracking LN####18164US, the order shipped on 10/21 and is still
en route to the customer.
I ordered a birthday bundle and a Bronze Kyliner on August 10th. I finally received my package in the mail today and knew immediately something was wrong. I could tell just looking at the box that there was no way it could hold everything - and it was extremely light.
Sadly I was right -- the box only contained the Kyliner. The $200 birthday bundle was nowhere to be found. I have emailed the company repeatedly and will continue to do so until my issue is resolved.
I am disappointed this happened AFTER I ordered 2 KyShadow pallets. I hate to give this brand anymore of my hard earned money.
Even if this issue is resolved -- I would not recommend this company. Shipping is ridiculous and their customer service is a joke.
Hey Kylie -- here's an idea -- quit taking snapchats and work on your business. Your customer service needs a complete overhaul.
Signed by yours truly,
One pissed off customer
In order to respond to the customers' inquiry, we need to verify the customer made an order through Kylie Cosmetics. Based on my research I was not able to find an email,
order number, or customer account based on this persons' email address...
[redacted]@gmail.com. We are pending providing any information on this issue based on waiting for the order number.
Hello,
I asked the customer to confirm the order number she is missing, and once she confirms the order number we can issue a replacement package as a a one time courtesy, and we provided the option for the package to ship to an alternative address so this does not happen again.
The customer was responded to by Kylie Cosmetics via email on 8/12 and 8/17 both emails requested a photo of what the customer is speaking about. Please see attached email
thread showing that we responded to the customers' emails, and I have highlighted our...
responses in yellow. Also we do need photos of the exact issues the customer is describing, once we have the photos we can provide the customer with a resolution.
Our products are made fresh to order, and then they are packaged in the customers’ box. As the customer was advised during shipping, packages can get roughed up from
being in transit. The customer was advised of this information via email, see exact...
email verbiage, “Sometimes packages get a bit roughed up during the shipping process. Your products were not tampered with, they are safe to use.” The customer even advised his wife did not have any issues using the products, see attached. As there is no
damage or defects to the product there will be no replacement product issued.
Bought lip kits for my 14 year old niece. I ordered lip kits on three separate occasions. Ordering was easy and shipping was super super fast. As a postal worker of 30 years, I can honestly say I was VERY impressed with how fast the items where shipped out and received. My niece loves her lip kits and they are worth every penny!! I love how Kylie constantly communicates with her customers. Thank you Kylie Jenner!!
USPS advised they are still looking into this matter, see below for exact email verbiage customer was advised:
"Hello Lina,USPS advised they are still waiting on more information for your package. They advised that there is a good chance your package will be delivered some time
this week, and they will continue to monitor and keep me posted."
Hello,
I reviewed the customers’ email chain, and we have responded to the customer within our promised response time of 24-48 hours, see our policy attached. I have also included
the email chain that has been...
date stamped as well. In addition, the customer was advised today 8/18 via email that we will be issuing her replacement, exact email verbiage,
“We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to the address provided! Processing is 7-10 business days, once your replacement
package goes out you'll receive an email with tracking.
Verdana, Tahoma, sans-serif;"> Per our policy we only issue replacement packages we do not issue refunds, see our policy attached. Therefore we issued issued a replacement package, and it
shipped on 10/4 with tracking LN####16381US. In addition, we checked usps.com and according to tracking the package is moving, "Your item departed our
USPS facility in LOS ANGELES, CA 90009 on October 5, 2016 at 1:49 am. The item is currently in transit to the destination."
Complaint: 11469170
I am rejecting this response because: Kyliecosmetics is refusing to raise an enquiry to USPS. I do not accept the response because the parcel is not delayed it's missing. I have purchased this item and Kyliecosmetics have a duty of care to provide me the product or issue a refund. I can see online they have sent replacements to other customers so I do not understand why they cannot send one to me when it's clear from the tracking that it's not arrived. I have also read that because the product is sent in a box showing what it is it's common for parcels to not arrive.
Regards,
C[redacted]
According to tracking on usps.com the package was delivered to and signed for by the customer. I have attached the tracking information showing the package was delivered
and signed for. According to this information the customer received the...
Hello,
The customer was advised via email on 7/14 that we will be issuing a replacement to her, see below for exact email verbiage:
background-color: rgb(255, 255, 255);">"We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
I ordered from KYLIE on 30th November 2016 and received someone else items on 12th December. I emailed to them about the wrong items several times and get the auto response on 16th Dec saying that to take photos of the wrong items with the shipping label (like all people were received). I already send all the photos to them before they asked. They didn't even bother to read what the email contains!!!!!! Until now even after I sent another email with all the photos, there's no response yet. It's been more than 10 days but nobody response and solve my issue!!!! I feel like this KYLIE ONLINE SHOP IS A SCAMMER!!!! Their after sale service are so POOR AND BAD!!!!! I hope you (KYLIE CUSTOMER SERVICE) can clean up all the messed and send back what your customer purchased!!!!
Complaint: 11543784
I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the past. For example:
http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=1
Giving one customer the courtesy of a replacement over others is an unacceptable business practice. If you're going to "uphold your policy", you should not have made an exception for someone else.
Regards,
L[redacted]
Complaint: 11548627
I am rejecting this response because:
Kylie customer service replied to wrong email and exchange order K888070 on 7/6. The order I am complaining is an outstanding exchange from order K896413 from June 9th. Their email acknowledged they have received returned products from me and processing time is 7-10 days . It has been a month since then. I have sent two emails after 6/9 and have never gotten a reply yet. Here is a copy and paste of their email to me on 6/9:
From: [email protected]: [redacted]@hotmail.comSubject: Re: Fwd: A shipment from order K896413 is on the wayDate: Thu, 9 Jun 2016 16:38:39 +0000
Hi E[redacted],We have received your returned product package. We'll have a replacement package sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you.--Best, [redacted] HTeam Kylie Cosmetics
Hello,
The customer advised us that only the packaging was damaged, not the product itself. We only send replacements for damaged product. Since the products were not damaged
we will not be issuing any replacements. In addition, per our policy we only issue replacement product we do not issue refunds, see policy attached. In addition, if the product is
damaged please send us a photo of the damaged product for us to review.
My first order with Kylie cosmetics was fine. I understood that it would take a while and that I would have to pay customs. The last time that I ordered, I ordered a gloss and it arrived quickly. I made sure not to buy a metal matte because I heard they were only filled up half way however the gloss that I received was genuinely less than half full. I posted about in on social media and one person said that it is normal for all glosses to do this but there is no way that it is normal to be that low down in the tube. The product didn't even stay on past 10 minutes as well.
As stated on our FAQ page International packages can take 10-15 business days. According to tracking LN####18164US, the order shipped on 10/21 and is still
en route to the customer.
I ordered a birthday bundle and a Bronze Kyliner on August 10th. I finally received my package in the mail today and knew immediately something was wrong. I could tell just looking at the box that there was no way it could hold everything - and it was extremely light.
Sadly I was right -- the box only contained the Kyliner. The $200 birthday bundle was nowhere to be found. I have emailed the company repeatedly and will continue to do so until my issue is resolved.
I am disappointed this happened AFTER I ordered 2 KyShadow pallets. I hate to give this brand anymore of my hard earned money.
Even if this issue is resolved -- I would not recommend this company. Shipping is ridiculous and their customer service is a joke.
Hey Kylie -- here's an idea -- quit taking snapchats and work on your business. Your customer service needs a complete overhaul.
Signed by yours truly,
One pissed off customer
Hello,
In order to respond to the customers' inquiry, we need to verify the customer made an order through Kylie Cosmetics. Based on my research I was not able to find an email,
order number, or customer account based on this persons' email address...
[redacted]@gmail.com. We are pending providing any information on this issue based on waiting for the order number.
Hello,
Per our policy (see attached) we do not issue refunds, and therefore we can only issue a replacement to the customer.
Hello,
I asked the customer to confirm the order number she is missing, and once she confirms the order number we can issue a replacement package as a a one time courtesy, and we provided the option for the package to ship to an alternative address so this does not happen again.
Hello,
The customer was responded to by Kylie Cosmetics via email on 8/12 and 8/17 both emails requested a photo of what the customer is speaking about. Please see attached email
thread showing that we responded to the customers' emails, and I have highlighted our...
responses in yellow. Also we do need photos of the exact issues the customer is describing, once we have the photos we can provide the customer with a resolution.
Hello,
Our products are made fresh to order, and then they are packaged in the customers’ box. As the customer was advised during shipping, packages can get roughed up from
being in transit. The customer was advised of this information via email, see exact...
email verbiage, “Sometimes packages get a bit roughed up during the shipping process. Your products were not tampered with, they are safe to use.” The customer even advised his wife did not have any issues using the products, see attached. As there is no
damage or defects to the product there will be no replacement product issued.
Bought lip kits for my 14 year old niece. I ordered lip kits on three separate occasions. Ordering was easy and shipping was super super fast. As a postal worker of 30 years, I can honestly say I was VERY impressed with how fast the items where shipped out and received. My niece loves her lip kits and they are worth every penny!! I love how Kylie constantly communicates with her customers. Thank you Kylie Jenner!!
USPS advised they are still looking into this matter, see below for exact email verbiage customer was advised:
"Hello Lina,USPS advised they are still waiting on more information for your package. They advised that there is a good chance your package will be delivered some time
this week, and they will continue to monitor and keep me posted."
Hello,
I reviewed the customers’ email chain, and we have responded to the customer within our promised response time of 24-48 hours, see our policy attached. I have also included
the email chain that has been...
date stamped as well. In addition, the customer was advised today 8/18 via email that we will be issuing her replacement, exact email verbiage,
“We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to the address provided! Processing is 7-10 business days, once your replacement
package goes out you'll receive an email with tracking.
Verdana, Tahoma, sans-serif;"> Per our policy we only issue replacement packages we do not issue refunds, see our policy attached. Therefore we issued issued a replacement package, and it
shipped on 10/4 with tracking LN####16381US. In addition, we checked usps.com and according to tracking the package is moving, "Your item departed our
USPS facility in LOS ANGELES, CA 90009 on October 5, 2016 at 1:49 am. The item is currently in transit to the destination."
Complaint: 11469170
I am rejecting this response because: Kyliecosmetics is refusing to raise an enquiry to USPS. I do not accept the response because the parcel is not delayed it's missing. I have purchased this item and Kyliecosmetics have a duty of care to provide me the product or issue a refund. I can see online they have sent replacements to other customers so I do not understand why they cannot send one to me when it's clear from the tracking that it's not arrived. I have also read that because the product is sent in a box showing what it is it's common for parcels to not arrive.
Regards,
C[redacted]
Hello,
According to tracking on usps.com the package was delivered to and signed for by the customer. I have attached the tracking information showing the package was delivered
and signed for. According to this information the customer received the...
package.
Hello,
The customer was advised via email on 7/14 that we will be issuing a replacement to her, see below for exact email verbiage:
background-color: rgb(255, 255, 255);">"We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
Complaint: 11572201
I am rejecting this response...
because:I have already done this.
Regards,
R[redacted]
I ordered from KYLIE on 30th November 2016 and received someone else items on 12th December. I emailed to them about the wrong items several times and get the auto response on 16th Dec saying that to take photos of the wrong items with the shipping label (like all people were received). I already send all the photos to them before they asked. They didn't even bother to read what the email contains!!!!!! Until now even after I sent another email with all the photos, there's no response yet. It's been more than 10 days but nobody response and solve my issue!!!! I feel like this KYLIE ONLINE SHOP IS A SCAMMER!!!! Their after sale service are so POOR AND BAD!!!!! I hope you (KYLIE CUSTOMER SERVICE) can clean up all the messed and send back what your customer purchased!!!!
Complaint: 11543784
I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the past. For example:
http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=1
Giving one customer the courtesy of a replacement over others is an unacceptable business practice. If you're going to "uphold your policy", you should not have made an exception for someone else.
Regards,
L[redacted]
Complaint: 11548627
I am rejecting this response because:
Kylie customer service replied to wrong email and exchange order K888070 on 7/6. The order I am complaining is an outstanding exchange from order K896413 from June 9th. Their email acknowledged they have received returned products from me and processing time is 7-10 days . It has been a month since then. I have sent two emails after 6/9 and have never gotten a reply yet. Here is a copy and paste of their email to me on 6/9:
From: [email protected]: [redacted]@hotmail.comSubject: Re: Fwd: A shipment from order K896413 is on the wayDate: Thu, 9 Jun 2016 16:38:39 +0000
Hi E[redacted],We have received your returned product package. We'll have a replacement package sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you.--Best, [redacted] HTeam Kylie Cosmetics
Regards, E[redacted] Waloejo
Regards,
E[redacted] Waloejo