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!
Incredibly bad experience!
Once the shipment had arrived, I had the displeasure to learn that I now had to pay an additionnal 25€ fee in order to get my package from the post office. I'd already paid the 15€ required to ship internationnaly, seriously WHAT THE HELL? This is false advertising and it is absolutely not normal and unnacceptable. I ended up having to pay more for the shipment than for the product itself. Unbelievable. I strongly advise you not to order from Kylie Cosmestics, very disappointing experience. I still can't believe it.
Our response time form 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. We do answer the oldest emails first that is why her email was not answered.
Per our policy we do not issue refunds, see attached, we only issue replacements. The customer was provided a return label on 7/1 and advised, “please return the Kymajesty
lipstick using the return label attached. Once we receive the product back, we will issue a new replacement package to you.”
Kylie cosmetics gave me a lip liner that wasn't fully filled. It slide around inside the pencil and I sharpened it but I basically has no product. I emailed them and got no response. Disappointing. Their liquid lipstick also was very drying and I couldn't even wear it. Horrible company.
Our response time for emails is 24-48 hours, but during and after launch times this time frame can be extended this information is...
located on our website, see attached. The
customers’ initial email was sent on 8/15, this was after a launch, and we responded on 8/17 (which is within 48 hours) to resolve the customers’ issue. The customers issue was
resolved on our 8/17 email to the customer advising that the customer that we will send a replacement package of the missing products, and the processing time frame is 7-10
business days. I reviewed the replacement order and we were able to ship it on 8/19 tracking 94[redacted]0, which is within our promised processing time frame
of 7-10 business days. To verify the customers’ order K2437647 was placed on 8/10, which verifies the customer has not waited over a month for this order. In addition, based on our processing times
3-5 business days and shipping time frame of 3-6 business days, as of today we are within our within our processing time frame of even the original order.
After reviewing the photo and based on the knowledge that product does settle, the customer was provided the correct information on her 4/28 email where she was advised,
"
Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">Yes, that is the normal fill line for our shades; we fill them to this level to avoid leakage. Usually, when the wand is inserted it will push product up, however this does not
always happen-which was the case with yours. We apologize for the confusion."
On 8/11 the customer was advised that we were issuing a replacement package to them, and it would ship in the next 2-3 business days. The customers' order shipped in 8/13
and the customer was emailed the tracking number, 94[redacted]12
I purchased the lip kit for my daughter as a bday gift & my daughter complained of the poor quality. The matte lipstick started to cake within an hour. It's sad because I had high hopes for this product. I wish I could request a full refund however did not find a valid telephone number.
Thank you
I have ordered five different times with Kylie Cosmetics in as many months. So far, I have received all of my orders within a week (some as soon as a few days when I lived in Southern California!). I love the product and have had no reason to complain. I have a total of six products from the line, and each one has been up to standard. I will continue to order from Kylie Cosmetics as the line continues to improve and meet (and exceed) my expectations.
I have published numerous articles/ reviews on the lip kits as I recommend them to friends and readers, and I will continue to do so!
Hello,
If you have any inquiries on your package you would have to look into or your behalf and contact your local post office to trace the location of the package.
We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement
package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.
"We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your
country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."
Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
Under the customers' information I am not able to locate an order or a customer service email. Please let us know the email...
address you used to contact
Kylie Customer Service so we can review the history, and please provide your order number. Once we have this information we can look into this for you and
provide you with a resolution.
absolutely horrible, I have been ordering products from kylie cosmetics.com for at least 5-6 times, I recently ordered a new lipstick in a darker purple shade, but the color is so cheap and the quality is below standards, it looks super patchy on my lips and it makes my lips very dry, it felt a little burning on my lips too, when I asked for answers, first they replied after 2 weeks explaining that my email went to spam and then said no refunds/exchanges, and all sales are final.
The worse product I have bought with the best marketing. Shabby and cheap products at high end prices. I bought three lip kit products and none of them match the colour shades that they are supposed to be and I have covered my natural lip colour with foundation and powder so thats not the issue. The products flake and fade and smell and taste disgusting, probably to cover up the cheap ingredients used. I was one of the people sticking up for Kylie but I'm afraid after trying the products the negative reviews are right. The customer service is also appalling, I had to wait a month to be told that there were extra charges to pay Royal Mail before I could pick up my parcel but every time I emailed no-one wanted to help. Estee Lauder on the other hand have helpful customer service and returns are accepted and the Estee Lauder group own a lot of the well known brands so anyone looking for proper service and a decent product should look in to this. I paid £60 including postage for crap products and as a 28 year old woman I don't need to have shabby service and a crap product. Kylie should really look at how her business is run and what she has sent out as once the glowing reviews stop and the teens grow up there isn't a long standing company with a good reputation.
The customer emailed Kylie Cosmetics from the same email chain twice in a row ( on 8/1 and 8/2) bringing her to the front of the queue with the newest
emails. We do answer the oldest emails first that is why her email was not answered. Today 8/4 we responded to the customers 8/2 email, and this response time is within
48 hours. The customer was advised today that we are issuing her Like gloss,k and processing is 7-10 business days, once the replacement
package goes out you'll receive an email with tracking.
I revived my order in time, but I felt the bottle wasn't completely full as many people have complained. I think the positive review was written by Kylie's team as it seems she doesn't care as long as she gets people's money and calls serious customer complaints as "haters". I think a true business woman would have a grown up approach, and deal with the "customers complaints" not call them"haters" why would you buy a product and give your money to a person you hate, this is just to get attention away from the company's problems. Maybe she should stick to selling hair extensions.
I ordered from Kylie's Cosmetics twice. The first time I ordered 8 lip kits. 4 for me and 4 for my niece. I was so very happy with the online ordering. It kept you on an online line for your order to go through, how exciting for us because we heard it was almost impossible to get through. We recieved the order within 10 business days. The second time I did an order I ordered the lipgloss, 7 of them, they came alot faster ! I have heard that they were almost the same as the color pop. So I am hoping that Kylie expands the colors to light pinks.
The customer was sent an email today advising that we need photos and an order number before we can provide a resolution for her. We do need photos that reflect the issue the customer is stating that the product is half full.
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,
The customer was advised today 7/7 via email that we will issue a new Dolce liner. Processing is 7-10 business...
days, once your replacement package goes out you'll receive an email with tracking.
Incredibly bad experience!
Once the shipment had arrived, I had the displeasure to learn that I now had to pay an additionnal 25€ fee in order to get my package from the post office. I'd already paid the 15€ required to ship internationnaly, seriously WHAT THE HELL? This is false advertising and it is absolutely not normal and unnacceptable. I ended up having to pay more for the shipment than for the product itself. Unbelievable. I strongly advise you not to order from Kylie Cosmestics, very disappointing experience. I still can't believe it.
Hello,
Our response time form 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. We do answer the oldest emails first that is why her email was not answered.
Per our policy we do not issue refunds, see attached, we only issue replacements. The customer was provided a return label on 7/1 and advised, “please return the Kymajesty
lipstick using the return label attached. Once we receive the product back, we will issue a new replacement package to you.”
Kylie cosmetics gave me a lip liner that wasn't fully filled. It slide around inside the pencil and I sharpened it but I basically has no product. I emailed them and got no response. Disappointing. Their liquid lipstick also was very drying and I couldn't even wear it. Horrible company.
Our response time for emails is 24-48 hours, but during and after launch times this time frame can be extended this information is...
located on our website, see attached. The
customers’ initial email was sent on 8/15, this was after a launch, and we responded on 8/17 (which is within 48 hours) to resolve the customers’ issue. The customers issue was
resolved on our 8/17 email to the customer advising that the customer that we will send a replacement package of the missing products, and the processing time frame is 7-10
business days. I reviewed the replacement order and we were able to ship it on 8/19 tracking 94[redacted]0, which is within our promised processing time frame
of 7-10 business days. To verify the customers’ order K2437647 was placed on 8/10, which verifies the customer has not waited over a month for this order. In addition, based on our processing times
3-5 business days and shipping time frame of 3-6 business days, as of today we are within our within our processing time frame of even the original order.
Hello,
After reviewing the photo and based on the knowledge that product does settle, the customer was provided the correct information on her 4/28 email where she was advised,
"
Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">Yes, that is the normal fill line for our shades; we fill them to this level to avoid leakage. Usually, when the wand is inserted it will push product up, however this does not
always happen-which was the case with yours. We apologize for the confusion."
Hello,
On 8/11 the customer was advised that we were issuing a replacement package to them, and it would ship in the next 2-3 business days. The customers' order shipped in 8/13
and the customer was emailed the tracking number, 94[redacted]12
I purchased the lip kit for my daughter as a bday gift & my daughter complained of the poor quality. The matte lipstick started to cake within an hour. It's sad because I had high hopes for this product. I wish I could request a full refund however did not find a valid telephone number.
Thank you
I have ordered five different times with Kylie Cosmetics in as many months. So far, I have received all of my orders within a week (some as soon as a few days when I lived in Southern California!). I love the product and have had no reason to complain. I have a total of six products from the line, and each one has been up to standard. I will continue to order from Kylie Cosmetics as the line continues to improve and meet (and exceed) my expectations.
I have published numerous articles/ reviews on the lip kits as I recommend them to friends and readers, and I will continue to do so!
Hello,
If you have any inquiries on your package you would have to look into or your behalf and contact your local post office to trace the location of the package.
We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement
package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.
"We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your
country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."
Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
I've ordered on three separate occasions. Each time I've received my products on time and as advertised. I'm in love with this brand.
Hello,
Under the customers' information I am not able to locate an order or a customer service email. Please let us know the email...
address you used to contact
Kylie Customer Service so we can review the history, and please provide your order number. Once we have this information we can look into this for you and
provide you with a resolution.
absolutely horrible, I have been ordering products from kylie cosmetics.com for at least 5-6 times, I recently ordered a new lipstick in a darker purple shade, but the color is so cheap and the quality is below standards, it looks super patchy on my lips and it makes my lips very dry, it felt a little burning on my lips too, when I asked for answers, first they replied after 2 weeks explaining that my email went to spam and then said no refunds/exchanges, and all sales are final.
The worse product I have bought with the best marketing. Shabby and cheap products at high end prices. I bought three lip kit products and none of them match the colour shades that they are supposed to be and I have covered my natural lip colour with foundation and powder so thats not the issue. The products flake and fade and smell and taste disgusting, probably to cover up the cheap ingredients used. I was one of the people sticking up for Kylie but I'm afraid after trying the products the negative reviews are right. The customer service is also appalling, I had to wait a month to be told that there were extra charges to pay Royal Mail before I could pick up my parcel but every time I emailed no-one wanted to help. Estee Lauder on the other hand have helpful customer service and returns are accepted and the Estee Lauder group own a lot of the well known brands so anyone looking for proper service and a decent product should look in to this. I paid £60 including postage for crap products and as a 28 year old woman I don't need to have shabby service and a crap product. Kylie should really look at how her business is run and what she has sent out as once the glowing reviews stop and the teens grow up there isn't a long standing company with a good reputation.
The customer emailed Kylie Cosmetics from the same email chain twice in a row ( on 8/1 and 8/2) bringing her to the front of the queue with the newest
emails. We do answer the oldest emails first that is why her email was not answered. Today 8/4 we responded to the customers 8/2 email, and this response time is within
48 hours. The customer was advised today that we are issuing her Like gloss,k and processing is 7-10 business days, once the replacement
package goes out you'll receive an email with tracking.
I revived my order in time, but I felt the bottle wasn't completely full as many people have complained. I think the positive review was written by Kylie's team as it seems she doesn't care as long as she gets people's money and calls serious customer complaints as "haters". I think a true business woman would have a grown up approach, and deal with the "customers complaints" not call them"haters" why would you buy a product and give your money to a person you hate, this is just to get attention away from the company's problems. Maybe she should stick to selling hair extensions.
I ordered from Kylie's Cosmetics twice. The first time I ordered 8 lip kits. 4 for me and 4 for my niece. I was so very happy with the online ordering. It kept you on an online line for your order to go through, how exciting for us because we heard it was almost impossible to get through. We recieved the order within 10 business days. The second time I did an order I ordered the lipgloss, 7 of them, they came alot faster ! I have heard that they were almost the same as the color pop. So I am hoping that Kylie expands the colors to light pinks.
Hello,
The customer was sent an email today advising that we need photos and an order number before we can provide a resolution for her. We do need photos that reflect the issue the customer is stating that the product is half full.