I bought my niece Kylie cosmetics for Christmas, the lip kit was TERRIBLE! I purchased 2 and one was not what I wanted and the other one was a pretty red and after wearing it for about an hour it started drying out and you could see the lip liner showing through. I contacted the customer service for an exchange on the product I didn't like and they said ALL SALES ARE FINAL. I completely understand but if a customer is not satisfied with a (very expensive) product they should exchange it for an item they will actually use. No other business would be able to get away with not making sure customers are satisfied with their product. I will absolutely never purchase anything from this business again!
When customer has an issue with the product in this case wearability we request a photo so we can proceed with the best resolution. The customer had not been advised to send
a photo in past emails so today the customer was emailed and advised to send a photo of...
reflecting the issue she described in her email. I am pending providing a resolution until I receive a photo.
Hello, Please note that we provide customers responses based on their inquiry and what is happening with their order. In this case we provided the customer contact information to locate their package, information on a tracking delay, and the tracking numbers....
The customer was also advised that if the package is lost in transit to them we are not able to issue a replacement package. Per our 7/6 email the customer was advised of our below policy when international orders are lost in transit:
We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:
"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 fees, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:
http://kyliecosmetics.com/pages/shipping-policy
I have ordered just about every lip kit available. I have had 4 orders shipped to San Diego, CA and have had absolutely no problem with any part of the process. I receive confirmation emails of when my orders have been shipped and emails when they have been delivered.Tracking information is accurate. Boxes delivered within the amount of time expected with everything in tact and included. I have had nothing but a great experience with the company, except when they were first being sold and lip kits sold out in 4 minutes.
The customer was advised to file a claim on 9/13, and provided the claim number on 11/3 almost a month later. To receive a USPS claim number takes very short time frame, our customers frequently email us back the next business day with a claim number. Therefore, this delay would make the package outside of our replacement time frame.
I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order number. We do require photos reflecting the issue, and an order number. Once we have this information then we can provide a...
The customers order shipped on 10/7, and today 10/10 they were sent an email with the tracking information. See below for exact email verbiage customer was sent.
Arial, Helvetica, Verdana, Tahoma, sans-serif;">"Hi Carissa,Your order K2906556 has shipped! Tracking: 94[redacted]98Please allow 24-48 hours for your tracking to update. Thank you!"
Hello,
The customer emailed us on 3/14 to notify us of their issue of missing product. Our customer service replied back to the customer on 3/15 and
Verdana, sans-serif; background: white;">advised to provide photos of the product they received and the packing slip. Exact email the customer was sent on 3/15, “We are so sorry to hear
that, do you mind sending a picture of your packing slip along with the products that you did receive in your order? We'll get back to you ASAP, thank
you!” The customer did not email back the photos that were requested therefore we were not able to issue a replacement. If the customer emails us
the requested photos we are more than willing to issue a replacement, as is part of our policy to issue replacements for missing products.
Verdana, Tahoma, sans-serif;">Any fee that your country charges, is not regulated by Kylie Cosmetics. The fees that you incur when picking up your package are solely regulated by your
country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs/ fees are not refundable; we apologize for the inconvenience and hope you can
understand! https://www.kyliecosmetics.com/pages/faqs
The customer was advised to carefully put the wand back in the gloss bottle, because we have found that it can cause the brush to splay if they are roughly brushed up against the side of the tube. If the brush is roughly put...
back in the container over time this will cause the brush to splay and it will be a more difficult application process. The customer was also advised of this since per the photo attached only one bristle on the brush was out of place. Also the customer emailed about her brush issue on 6/18 and we responded on 6/20, this is within our response time of 24-48 hours, see FAQ page attached. Also the customer has not emailed us since our 6/20 response, and the customer has not emailed about the product that was not filled. We do recommend if the customer is having an issue with a product to email in to customer service and provide a photo that reflects the issue you are having with our product so that we can best assist you.
The customer was advised today that we can send a one time courtesy replacement for the order they had not received. If they want to provide a new address or confirm their ship to address so that we can then process a replacement order.
Per the customers email on 7/29, " It burns my lips and I've had to take it off within an hour of application on the 4-5 occasions I have tried to wear it." It appears that this was a
type of allergic reaction.
As the customer did respond to us rather quickly they did continue to respond 2 more times, which then put them to the front of our queue with the new emails.
As previously mentioned we do answer the oldest emails first. In addition, our email response time is 24-48 hours, see policy attached, and we did respond within
this time frame.
At first I was disappointed because I received someone else's order. However, I emailed the customer support, and after providing a few simple pictures, they sent my new package out the next day containing the correct order. So I ended up getting two lip kits for free. Very happy customer! Great customer service!
Hello,
sans-serif;">
Per my research there has not been any email correspondence from this customer to Kylie Cosmetics customer service. In my research the order in question was made on 4/11/16 order K584094 for 3 lip glosses. Unfortunately this is outside our replacement time frame stating, “Per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. “ For documentation purposes I have also sent this customer an email through kylie cosmetics with this information. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
The customer was advised via email today 7/6 that we will issue a replacement Kymajesty, "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."
If you're thinking about buying anything from Kylie Cosmetics... DON'T. I'm not into paying $20 for a freakin' lipstick, but my little sister wanted one so I got her one for Christmas and got myself one as well since they were on sale. They both came in the mail & one was USED. Freakin' used!! So I reached out to them, and was asked to provide pictures, which I did immediately. Needless to say, I got ghosted. After the photos I waited at least 48 hours & sent 3 follow up e-mails with no response back. I completely regret buying anything from her. DON'T do it!! NYX Lingerie lipsticks are just as good and cost $7. Even with the sale, the Kylie Jenner lipsticks came to a total of $40 for two.
I bought my niece Kylie cosmetics for Christmas, the lip kit was TERRIBLE! I purchased 2 and one was not what I wanted and the other one was a pretty red and after wearing it for about an hour it started drying out and you could see the lip liner showing through. I contacted the customer service for an exchange on the product I didn't like and they said ALL SALES ARE FINAL. I completely understand but if a customer is not satisfied with a (very expensive) product they should exchange it for an item they will actually use. No other business would be able to get away with not making sure customers are satisfied with their product. I will absolutely never purchase anything from this business again!
Hello,
When customer has an issue with the product in this case wearability we request a photo so we can proceed with the best resolution. The customer had not been advised to send
a photo in past emails so today the customer was emailed and advised to send a photo of...
reflecting the issue she described in her email. I am pending providing a resolution until I receive a photo.
Hello, Please note that we provide customers responses based on their inquiry and what is happening with their order. In this case we provided the customer contact information to locate their package, information on a tracking delay, and the tracking numbers....
The customer was also advised that if the package is lost in transit to them we are not able to issue a replacement package. Per our 7/6 email the customer was advised of our below policy when international orders are lost in transit:
We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:
"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 fees, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:
http://kyliecosmetics.com/pages/shipping-policy
I have ordered just about every lip kit available. I have had 4 orders shipped to San Diego, CA and have had absolutely no problem with any part of the process. I receive confirmation emails of when my orders have been shipped and emails when they have been delivered.Tracking information is accurate. Boxes delivered within the amount of time expected with everything in tact and included. I have had nothing but a great experience with the company, except when they were first being sold and lip kits sold out in 4 minutes.
Hello,
The customer was advised to file a claim on 9/13, and provided the claim number on 11/3 almost a month later. To receive a USPS claim number takes very short time frame, our customers frequently email us back the next business day with a claim number. Therefore, this delay would make the package outside of our replacement time frame.
I got my product in a very timely manner. When I got it, I was so excited. It went on smoothly and smelled so good! I can't wait to order more!
Best lipsticks Ever!
Hello,
I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order number. We do require photos reflecting the issue, and an order number. Once we have this information then we can provide a...
resolution.
The customers order shipped on 10/7, and today 10/10 they were sent an email with the tracking information. See below for exact email verbiage customer was sent.
Arial, Helvetica, Verdana, Tahoma, sans-serif;">"Hi Carissa,Your order K2906556 has shipped! Tracking: 94[redacted]98Please allow 24-48 hours for your tracking to update. Thank you!"
Hello,
The customer emailed us on 3/14 to notify us of their issue of missing product. Our customer service replied back to the customer on 3/15 and
Verdana, sans-serif; background: white;">advised to provide photos of the product they received and the packing slip. Exact email the customer was sent on 3/15, “We are so sorry to hear
that, do you mind sending a picture of your packing slip along with the products that you did receive in your order? We'll get back to you ASAP, thank
you!” The customer did not email back the photos that were requested therefore we were not able to issue a replacement. If the customer emails us
the requested photos we are more than willing to issue a replacement, as is part of our policy to issue replacements for missing products.
Verdana, Tahoma, sans-serif;">Any fee that your country charges, is not regulated by Kylie Cosmetics. The fees that you incur when picking up your package are solely regulated by your
country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs/ fees are not refundable; we apologize for the inconvenience and hope you can
understand! https://www.kyliecosmetics.com/pages/faqs
Hello,
The customer was advised to carefully put the wand back in the gloss bottle, because we have found that it can cause the brush to splay if they are roughly brushed up against the side of the tube. If the brush is roughly put...
back in the container over time this will cause the brush to splay and it will be a more difficult application process. The customer was also advised of this since per the photo attached only one bristle on the brush was out of place. Also the customer emailed about her brush issue on 6/18 and we responded on 6/20, this is within our response time of 24-48 hours, see FAQ page attached. Also the customer has not emailed us since our 6/20 response, and the customer has not emailed about the product that was not filled. We do recommend if the customer is having an issue with a product to email in to customer service and provide a photo that reflects the issue you are having with our product so that we can best assist you.
Hello,
The customer was emailed today 7/7 and advised of the below:
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,
The customer was advised today that we can send a one time courtesy replacement for the order they had not received. If they want to provide a new address or confirm their ship to address so that we can then process a replacement order.
Hello,
Per the customers email on 7/29, " It burns my lips and I've had to take it off within an hour of application on the 4-5 occasions I have tried to wear it." It appears that this was a
type of allergic reaction.
As the customer did respond to us rather quickly they did continue to respond 2 more times, which then put them to the front of our queue with the new emails.
As previously mentioned we do answer the oldest emails first. In addition, our email response time is 24-48 hours, see policy attached, and we did respond within
this time frame.
At first I was disappointed because I received someone else's order. However, I emailed the customer support, and after providing a few simple pictures, they sent my new package out the next day containing the correct order. So I ended up getting two lip kits for free. Very happy customer! Great customer service!
Hello,
sans-serif;">
Per my research there has not been any email correspondence from this customer to Kylie Cosmetics customer service. In my research the order in question was made on 4/11/16 order K584094 for 3 lip glosses. Unfortunately this is outside our replacement time frame stating, “Per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. “ For documentation purposes I have also sent this customer an email through kylie cosmetics with this information. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
Hello,
The customer was advised via email today 7/6 that we will issue a replacement Kymajesty, "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."
If you're thinking about buying anything from Kylie Cosmetics... DON'T. I'm not into paying $20 for a freakin' lipstick, but my little sister wanted one so I got her one for Christmas and got myself one as well since they were on sale. They both came in the mail & one was USED. Freakin' used!! So I reached out to them, and was asked to provide pictures, which I did immediately. Needless to say, I got ghosted. After the photos I waited at least 48 hours & sent 3 follow up e-mails with no response back. I completely regret buying anything from her. DON'T do it!! NYX Lingerie lipsticks are just as good and cost $7. Even with the sale, the Kylie Jenner lipsticks came to a total of $40 for two.