For the emails the customer sent we responded accurately and within our 24-48 hour response time, our email response time is listed on our website. (see attached) In addition
the customer sent us 7 emails on 7/18 this is not necessary as the customer only needs to...
send us one email for her issue. Sending multiple emails will delay our response time. The customer was advised to contact USPS as the package is still moving and the tracking has not updated they will be able to provide her with the information she is needing
which is the exact location of the package. Looking at the current time frame the package if the customer has not received it then it must be lost with USPS. The customer was
advised via email today 7/20, We are so sorry to hear you did not receive your products. Please file a missing 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.
I ordered my Kylie Lip Kit on June 6th and received it in my mailbox on June 11th. The product took 5 days to come in which is what the fine print said would happen. I ordered a Koko K Lip Kit and really love the color. The lip liner is nice, however it breaks easily. The matte lipstick is long lasting, and vibrant. My only complaint is that the lipstick is difficult to remove unless using makeup remover. Overall, I like my lip kit, I received it in a timely manner, and I will continue purchasing products from Kylie Cosmetics.
Love the product! The color lasts ALL day as promised. The product became much easier to purchase with each lip kit launch. I have never had an issue with shipping or receiving empty packages. I have almost every lip kit and every single order was shipped and received right on time.
As this product is limited edition we no longer have stock to issue the customer a replacement, therefore we issued a replacement. See exact...
email verbiage
customer was advised below:
Hello Lericha, Thank you for reaching out to us. Unfortunately, our birthday collection will not be restocked as this collection was limited edition and exclusive to Kylie's birthday
launches, and we no longer have stock of your missing cosmetic bag. We apologize for the inconvenience
.You have been refunded $42.00.
Please note that it takes 7-12 full business days to show up in your account!Thank you,
I placed an order on Dec 8th 2016. I emailed the company before Christmas because I still haven't received my order. I never received an email back from them. Today date is 12/27/2016
Had a very positive experience dealing with her customer service team! My package was lost in the mail but said it had been delivered. When I contacted CS they answered within 24hrs and told me they would send me another package for free! I received my package later and notified them that I had actually received it, and they still sent me the extra product. They were super polite, answered very fast and just provided an overall positive spin the the problem I ran into. Also the lipsticks are such good quality!
I have every product Kylie makes some of them 2 to 3 times over. I have never had a problem with any item or shipping. The lip stick stays on all day I love e wry thing about this company.
I am not able to find record of the customer emailing Kylie Customer service, I sent the customer an email stating the below, in order to review the customers claim we do need this information.
"Helvetica Neue", Helvetica, Arial, sans-serif;">"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? Please send a picture of your packing slip so the stamped initial is visible, and please provide your order number. "
Complaint: 11690799
I am rejecting this response because:
No reply from kyliecosmetics after this email to me. You are notoriously known to go back on your words.
First u said refund. KEEP INSISTING ON REFUND. EVEN WHEN I INSISTED TO RESEND BACK. KEEP INSISTING TO WAIT FOR TRACKING TO SHOW AS REDELIVERED TO YOU. Now you're suddenly able to resend? Okay fine, have replied u on email as attached
"
PRINT EXACTLY THIS!!! ??????
To: N[redacted] Payoh Lor 2
#05-33
Singapore 310099
Tel no: 816####4
STICK EXACTLY TO THAT!!!!!!!!????????
& DO NOT USE LZ TRACKING NUMBER!!! BS!!!
SEND IT OUT WITH CJ....US TRACKING NUMBER!!! ????????????????
Now, still no reply. You are also NOTORIOUSLY KNOWN to promise to resend but it can take UP TO A MONTH to finally resend. As this resending thing has happened to me too for the first batch of jacked up glosses I got. So until you FINALLY RESEND AND GIVE THE TRACKING NUMBER. AND UNTIL I GET THE BUNDLE FROM YOU OR MY MONEY BACK,
THIS CASE IS NOT CLOSED!!!!! It has been a month now since I placed the order AND PAID FOR IT. You're not running away with this. I won't let you.
I have purchased 7 lip kits, 3 glosses and a metal from Kylie cosmetics and I have had nothing but positive experiences with each transaction. The site was continuously improved upon with each restock in terms of checkout wait time and product availability. I received the products quicker than the estimated dates each time. The products themselves are great quality in my opinion and I wear them nearly every day. I think Kylie cosmetics has done an excellent job of responding to customer input. The Kylie app has been an excellent resource for information on the lip kit restocks and I appreciated the tutorial video. The fact that the products continue to be in such high demand speaks for itself but based on my own experience with the brand I can say that this for good reason.
On December 19th, I placed my first ever order with Kylie Cosmetics. After hearing many awful things about their shipping, customer service, etc., I still went against reviews and tried ordering product. The reason I was ordering that day was because the website was running a promotion for a free "Merry" lip kit. There was no indication of the EXACT moment at which that promotion would be over, it just said "order today". So I did. And was invoiced accordingly; both my "Kylie VIP Account" and emailed invoices reflected that I indeed would be received these products, a free lip kit included. I was so excited. Then my package shows up on the 23rd. With no Merry lip kit. But instead, a hideous, fluffy white stocking with the Kylie lip logo included as my "promo item". In my universe, a lipstick and a stocking are very different; in fact, I would not have ordered to receive a tacky stocking that has absolutely NO use to me.
So I email customer service -- this must be a simple mistake, correct? I mean, if both my company Kylie account and two emailed invoices indicate I'd be receiving X, Y, and Z products, then all that must be done is to show proof of that original invoice and the contents of the received order, right? Wrong. After multiple back-and-forth communications with a less than helpful customer service rep, I was told that "We are so excited to share that beginning on 12/15 at 10:00 a.m. pst, all orders will include a free Limited Edition Holiday Merry Lip Kit, and ended on 12/19 7:59 am pst. We checked our records and it appears your order was placed at the following time: Dec 19 2016, 8:06 am".
Seven minutes. My order is not being completely fulfilled as it was promised to me because of this weak excuse of being seven minutes outside of a hypothetical time-frame. A cut-off time that was not clearly advertised whilst I was placing the order. And if the promo had expired, why was it not removed from my cart PRIOR to check out, yet instead included on ALL my order confirmations, just to never show up. So disappointed in this business, and it's utter lack of proper customer service. I would've thought this discrepancy to be easily remedied -- simply send the product you promised to the customer, as you confirmed in black-and-white writing on multiple invoices to that said customer. So maybe just stay away from any sort of promos, Kylie Cosmetics, if you don't want to fulfill them correctly. And skip the ugly furry stocking next year, that's a substitute no one wants.
After ordering my lip kit, a week ago, it has been delayed MULTIPLE TIMES IN PUERTO RICO. WHEN I LIVE IN TENNESSEE. LIKE WHY WOULD THE SHIPPING ROUTE EVEN REQUIRE GOING TO PUERTO RICO.
I was told that I would get a 'free' lipkit with purchase, low and behold they charged me $30 for what was supposed to be free. THEN rather than issue a refund they gave me ANOTHER one for free. Now I'm out $30 and stuck with a lipkit that frankly sucks in quality. Stay away from this business.
This company's customer service have much to learn when dealing with customers. With the millions they are making it shouldn't be any problem for the staff to be properly trained. There was suppose to be a item I was to get and it showed up in my confirmation that I would still get it. There may have been a glitch in there system which is no fault of mine. Instead of making contact with me to advise me of the problem that I would no longer qualify for the item even though there own system was giving me the item or to at least allow me the chance to another option. They just altered my order and were like sorry to bad. I've had a similar problem with another big company and they were beyond great in handling the situation. Feel as they don't value there customers. Since you can't cancel or do any exchanges or return you are just stuck. If they are so confident in the quality of their product there should be no reason why they don't allow returns. Like most other companies do. If you aren't happy they gladly refund your money or will try to make it right. Just very disappointed with the whole inner action with there customer service.
Tahoma, sans-serif;">I do want to confirm that upon our system noticing that their was a payment issue we sent an automated email to her, and I have included it in the attached. In
addition, we have attached documentation showing the refund was issued. The customer was emailed the below today 11/19:
"Hello Alexandra,
Your issue has been escalated to me I am the Customer Service Manager. I do want to start out by stating we very sorry to hear that occurred. I do want to let
you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system canceled the order
and issued a refund. As our system was unable to process the payment we cannot then send you the product in that order. In cases like these sometimes banking institutions can take up to 12 business days for the funds to show in your account. Unfortunately, we cannot speed up the
process as we are not affiliated with your banking institution. Please see below screen shot showing the order was refunded."
Unfortunately, we do not accept returns, exchanges or refunds; all sales are final, and the customer was...
advised this information via email 7/28, and I have included our policy attached. The customer was advised that the product can be moved around the via, but this is completely normal and is not an indicator of missing product.
Hello,
As our policy is to issue replacements for lost packages, per our policy (see attached) we do not issue refunds. The customer was advised via email today that we can issue a
one time courtesy replacement we...
did give the customer the option to send the package to an alternative address so this does not occur again. Once the customer responds we
will issue a replacement package of the exact item the customer ordered. Processing time for replacement packages is is 7-10 business days, once your replacement package goes
out the customer will receive an email with tracking.
I have ordered MULTIPLE times from Kylie Cosmetics the first couple of restocks. Never had any issues, other than the gloss brush issue, but that was resolved.
UNTIL, I had placed an order of 4 Lip Kits on April 22, 2016. Verified my address was correct before submitting & paying. (I've messed up once before this order and put an old address- so I made sure everything was correct).
I received a purchase confirmation shortly after & my address was correct. A few days later, I received my shipping confirmation. I noticed that my order was being sent to Hawaii instead of where I live.
I emailed Customer Service IMMEDIATELY after noticing the issue. It took a couple of days for a response, which said they couldn't do anything because it was already shipped. I tried to intercept the package with USPS & no luck because the sender needed to do it.
I decided to try & contact Kylie cosmetics again and one of their representatives said to try and file a dispute with USPS, I told her I tried that, and she said that was fine, and as a one time courtesy, they would send me out another package.
I emailed them to follow up on May 25th & received a response saying my order was shipping soon & I will receive a shipping confirmation email soon.
Giving them time, I emailed them back on June 9th, only to have them respond a week later saying "you've filed a charge back for your order, we cannot help you". It is ridiculous because I haven't filed a charge back with my bank & they aren't helpful. It was & has been over 2 months that I've been going back & forth with this company about this one specific order I placed. I never had issues before this one OR after this specific order.
This company is RIDICULOUS with getting back to you at a decent time. I had to explain myself numerous amounts of time because every email I received back was from a different representative who didn't know the situation. I spent so much money only to not receive my product over 2 months later and I'm only 2 states away from California!
Hello,
For the emails the customer sent we responded accurately and within our 24-48 hour response time, our email response time is listed on our website. (see attached) In addition
the customer sent us 7 emails on 7/18 this is not necessary as the customer only needs to...
send us one email for her issue. Sending multiple emails will delay our response time. The customer was advised to contact USPS as the package is still moving and the tracking has not updated they will be able to provide her with the information she is needing
which is the exact location of the package. Looking at the current time frame the package if the customer has not received it then it must be lost with USPS. The customer was
advised via email today 7/20, We are so sorry to hear you did not receive your products. Please file a missing 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.
I ordered my Kylie Lip Kit on June 6th and received it in my mailbox on June 11th. The product took 5 days to come in which is what the fine print said would happen. I ordered a Koko K Lip Kit and really love the color. The lip liner is nice, however it breaks easily. The matte lipstick is long lasting, and vibrant. My only complaint is that the lipstick is difficult to remove unless using makeup remover. Overall, I like my lip kit, I received it in a timely manner, and I will continue purchasing products from Kylie Cosmetics.
Love the product! The color lasts ALL day as promised. The product became much easier to purchase with each lip kit launch. I have never had an issue with shipping or receiving empty packages. I have almost every lip kit and every single order was shipped and received right on time.
As this product is limited edition we no longer have stock to issue the customer a replacement, therefore we issued a replacement. See exact...
email verbiage
customer was advised below:
Hello Lericha, Thank you for reaching out to us. Unfortunately, our birthday collection will not be restocked as this collection was limited edition and exclusive to Kylie's birthday
launches, and we no longer have stock of your missing cosmetic bag. We apologize for the inconvenience
.You have been refunded $42.00.
Please note that it takes 7-12 full business days to show up in your account!Thank you,
I placed an order on Dec 8th 2016. I emailed the company before Christmas because I still haven't received my order. I never received an email back from them. Today date is 12/27/2016
Had a very positive experience dealing with her customer service team! My package was lost in the mail but said it had been delivered. When I contacted CS they answered within 24hrs and told me they would send me another package for free! I received my package later and notified them that I had actually received it, and they still sent me the extra product. They were super polite, answered very fast and just provided an overall positive spin the the problem I ran into. Also the lipsticks are such good quality!
I have every product Kylie makes some of them 2 to 3 times over. I have never had a problem with any item or shipping. The lip stick stays on all day I love e wry thing about this company.
Hello,
I am not able to find record of the customer emailing Kylie Customer service, I sent the customer an email stating the below, in order to review the customers claim we do need this information.
"Helvetica Neue", Helvetica, Arial, sans-serif;">"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? Please send a picture of your packing slip so the stamped initial is visible, and please provide your order number. "
Best customer service ever !!!
Complaint: 11690799
I am rejecting this response because:
No reply from kyliecosmetics after this email to me. You are notoriously known to go back on your words.
First u said refund. KEEP INSISTING ON REFUND. EVEN WHEN I INSISTED TO RESEND BACK. KEEP INSISTING TO WAIT FOR TRACKING TO SHOW AS REDELIVERED TO YOU. Now you're suddenly able to resend? Okay fine, have replied u on email as attached
"
PRINT EXACTLY THIS!!! ??????
To: N[redacted] Payoh Lor 2
#05-33
Singapore 310099
Tel no: 816####4
STICK EXACTLY TO THAT!!!!!!!!????????
& DO NOT USE LZ TRACKING NUMBER!!! BS!!!
SEND IT OUT WITH CJ....US TRACKING NUMBER!!! ????????????????
Now, still no reply. You are also NOTORIOUSLY KNOWN to promise to resend but it can take UP TO A MONTH to finally resend. As this resending thing has happened to me too for the first batch of jacked up glosses I got. So until you FINALLY RESEND AND GIVE THE TRACKING NUMBER. AND UNTIL I GET THE BUNDLE FROM YOU OR MY MONEY BACK,
THIS CASE IS NOT CLOSED!!!!! It has been a month now since I placed the order AND PAID FOR IT. You're not running away with this. I won't let you.
Regards,
N[redacted]
I have purchased 7 lip kits, 3 glosses and a metal from Kylie cosmetics and I have had nothing but positive experiences with each transaction. The site was continuously improved upon with each restock in terms of checkout wait time and product availability. I received the products quicker than the estimated dates each time. The products themselves are great quality in my opinion and I wear them nearly every day. I think Kylie cosmetics has done an excellent job of responding to customer input. The Kylie app has been an excellent resource for information on the lip kit restocks and I appreciated the tutorial video. The fact that the products continue to be in such high demand speaks for itself but based on my own experience with the brand I can say that this for good reason.
On December 19th, I placed my first ever order with Kylie Cosmetics. After hearing many awful things about their shipping, customer service, etc., I still went against reviews and tried ordering product. The reason I was ordering that day was because the website was running a promotion for a free "Merry" lip kit. There was no indication of the EXACT moment at which that promotion would be over, it just said "order today". So I did. And was invoiced accordingly; both my "Kylie VIP Account" and emailed invoices reflected that I indeed would be received these products, a free lip kit included. I was so excited. Then my package shows up on the 23rd. With no Merry lip kit. But instead, a hideous, fluffy white stocking with the Kylie lip logo included as my "promo item". In my universe, a lipstick and a stocking are very different; in fact, I would not have ordered to receive a tacky stocking that has absolutely NO use to me.
So I email customer service -- this must be a simple mistake, correct? I mean, if both my company Kylie account and two emailed invoices indicate I'd be receiving X, Y, and Z products, then all that must be done is to show proof of that original invoice and the contents of the received order, right? Wrong. After multiple back-and-forth communications with a less than helpful customer service rep, I was told that "We are so excited to share that beginning on 12/15 at 10:00 a.m. pst, all orders will include a free Limited Edition Holiday Merry Lip Kit, and ended on 12/19 7:59 am pst. We checked our records and it appears your order was placed at the following time: Dec 19 2016, 8:06 am".
Seven minutes. My order is not being completely fulfilled as it was promised to me because of this weak excuse of being seven minutes outside of a hypothetical time-frame. A cut-off time that was not clearly advertised whilst I was placing the order. And if the promo had expired, why was it not removed from my cart PRIOR to check out, yet instead included on ALL my order confirmations, just to never show up. So disappointed in this business, and it's utter lack of proper customer service. I would've thought this discrepancy to be easily remedied -- simply send the product you promised to the customer, as you confirmed in black-and-white writing on multiple invoices to that said customer. So maybe just stay away from any sort of promos, Kylie Cosmetics, if you don't want to fulfill them correctly. And skip the ugly furry stocking next year, that's a substitute no one wants.
After ordering my lip kit, a week ago, it has been delayed MULTIPLE TIMES IN PUERTO RICO. WHEN I LIVE IN TENNESSEE. LIKE WHY WOULD THE SHIPPING ROUTE EVEN REQUIRE GOING TO PUERTO RICO.
I was told that I would get a 'free' lipkit with purchase, low and behold they charged me $30 for what was supposed to be free. THEN rather than issue a refund they gave me ANOTHER one for free. Now I'm out $30 and stuck with a lipkit that frankly sucks in quality. Stay away from this business.
This company's customer service have much to learn when dealing with customers. With the millions they are making it shouldn't be any problem for the staff to be properly trained. There was suppose to be a item I was to get and it showed up in my confirmation that I would still get it. There may have been a glitch in there system which is no fault of mine. Instead of making contact with me to advise me of the problem that I would no longer qualify for the item even though there own system was giving me the item or to at least allow me the chance to another option. They just altered my order and were like sorry to bad. I've had a similar problem with another big company and they were beyond great in handling the situation. Feel as they don't value there customers. Since you can't cancel or do any exchanges or return you are just stuck. If they are so confident in the quality of their product there should be no reason why they don't allow returns. Like most other companies do. If you aren't happy they gladly refund your money or will try to make it right. Just very disappointed with the whole inner action with there customer service.
Tahoma, sans-serif;">I do want to confirm that upon our system noticing that their was a payment issue we sent an automated email to her, and I have included it in the attached. In
addition, we have attached documentation showing the refund was issued. The customer was emailed the below today 11/19:
"Hello Alexandra,
Your issue has been escalated to me I am the Customer Service Manager. I do want to start out by stating we very sorry to hear that occurred. I do want to let
you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system canceled the order
and issued a refund. As our system was unable to process the payment we cannot then send you the product in that order. In cases like these sometimes banking institutions can take up to 12 business days for the funds to show in your account. Unfortunately, we cannot speed up the
process as we are not affiliated with your banking institution. Please see below screen shot showing the order was refunded."
Love it!!!!! Last all day and came in a timely manner!! I will be buying again.
Hello,
Unfortunately, we do not accept returns, exchanges or refunds; all sales are final, and the customer was...
advised this information via email 7/28, and I have included our policy attached. The customer was advised that the product can be moved around the via, but this is completely normal and is not an indicator of missing product.
Hello,
As our policy is to issue replacements for lost packages, per our policy (see attached) we do not issue refunds. The customer was advised via email today that we can issue a
one time courtesy replacement we...
did give the customer the option to send the package to an alternative address so this does not occur again. Once the customer responds we
will issue a replacement package of the exact item the customer ordered. Processing time for replacement packages is is 7-10 business days, once your replacement package goes
out the customer will receive an email with tracking.
I have ordered MULTIPLE times from Kylie Cosmetics the first couple of restocks. Never had any issues, other than the gloss brush issue, but that was resolved.
UNTIL, I had placed an order of 4 Lip Kits on April 22, 2016. Verified my address was correct before submitting & paying. (I've messed up once before this order and put an old address- so I made sure everything was correct).
I received a purchase confirmation shortly after & my address was correct. A few days later, I received my shipping confirmation. I noticed that my order was being sent to Hawaii instead of where I live.
I emailed Customer Service IMMEDIATELY after noticing the issue. It took a couple of days for a response, which said they couldn't do anything because it was already shipped. I tried to intercept the package with USPS & no luck because the sender needed to do it.
I decided to try & contact Kylie cosmetics again and one of their representatives said to try and file a dispute with USPS, I told her I tried that, and she said that was fine, and as a one time courtesy, they would send me out another package.
I emailed them to follow up on May 25th & received a response saying my order was shipping soon & I will receive a shipping confirmation email soon.
Giving them time, I emailed them back on June 9th, only to have them respond a week later saying "you've filed a charge back for your order, we cannot help you". It is ridiculous because I haven't filed a charge back with my bank & they aren't helpful. It was & has been over 2 months that I've been going back & forth with this company about this one specific order I placed. I never had issues before this one OR after this specific order.
This company is RIDICULOUS with getting back to you at a decent time. I had to explain myself numerous amounts of time because every email I received back was from a different representative who didn't know the situation. I spent so much money only to not receive my product over 2 months later and I'm only 2 states away from California!