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!
Our products are only available for purchase on our website KylieCosmetics.com. We do not set aside products for customer to purchase in any other
manor. If the product is out of stock on the website the customer will have to wait to purchase the item until it is restocked.
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.
I have purchased lip kits from Kylie and I noticed that the Matt Finnish gets blotchy and doesn't last long and smudges easily. I also ordered her burgundy pallet the same day it came out and they somehow managed to lose my package and they don't have insurance available for the packages for when you want to file a claim on it. Her customer service is by far the worse I have experienced. They said they wouldn't refund me my shipping for the troubles I went through. They absolutely do no refunds if you have any issues with hey products. They sent me another pallet and stated it was a one time courtesy as if they weren't the ones who misplaced my order. She makes millions off her line she needs a better customer service team and I'm sure her bank acct wouldn't be dented for refunding me my shipping cost for their mess up. Bottom line her products aren't worth it. I'll take my money where I get treated better and my packages don't get lost or misplaced. I ordered it on the day it came out for a reason, and for it to get to me 3 weeks later is just not right.
Hello,
The email conversation between the customers took place between 7/7-7/15 where Kyle Cosmetics sent the last email advising there would be not replacement issued. The
white;">customer has not emailed us since 7/15 from email [redacted]@hotmail.co.uk. We can send the customer a replacement package as a onetime courtesy but
we would like the ship to address verified or the customer can choose to have the parcel shipped to a different address.
Complaint: 11548739
I am rejecting this response because:
The Peoduct in question is AWFUL, the quality is horrible, and I refuse to be told that my
Only option is to replace one st tube of lipstick with a new tube of the same st lipstick. I will be sending back Kymajesty but I DO NOT want a replacement, I demand a refund
Regards,
M[redacted]
Customer service needs to be more understanding, kind and eager to listen ,also more willing to resolve issues. Being able to speaking with only 1 person during a complaint would be nice
Today the customer was emailed and we requested a photo reflecting the issue they are describing, and the order number, one we have
this information we can provide a resolution. Please note that we do require photos that reflect the issue you are...
Hello,
Unfortunately it looks like the customers' order was lost in transit
255, 255);">. Unfortunately 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 never had any issues with Kylie Cosmetics. The only issue that has ever occurred was due to high traffic times (around Mother's Day) with USPS. I have order and received 5 shipments. All items arrived to me in perfect condition.
I was first going to submit a complaint because I submitted an order on 11-29 and it was wrong when I received it. I emailed their customer service 3 times and received a reply that "someone would be with me shortly" but no one ever actually responded. But I give their customer service big props actually, because today is 12-10 and I was surprised when I opened my mailbox and they had sent the correct order! Without me even having to send the wrong order back. So it seems their customer service has improved overall.
This company is operating deceptively and with-holding refunds from consumers! Kylie Cosmetics refuses to take any responsibility in dealing with serious complaints of lying and deception. After purchasing a lipstick last November (2015), and emailing the company constantly that the product was never received, Kylie Cosmetics now indicates the product was never purchased from them.
We have credit card confirmation of the money being paid to King Kylie LLC (a corporation owned by Kylie Jenner), but this does not seem to be sufficient to motivate the company to do the right thing and issue a refund. We seem to have lost all hope.
I apologize for the confusion. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these...
lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely normal and is not a defect or an indication of missing product.
I'm not sure why people are so quick to jump on here and complain before even giving the situation a chance to be fixed. I've ordered three times, for a total of five lipkits, and have never had a single issue. They get delivered in days, everything is there and the product is great. I've recommended it to several friends who have purchased without issue as well. If you live in an area that's not great and you think there will be an issue with something being stolen, have it delivered to your work or a friends. Kylie's not responsible for what other people do.
I ordered 3 lipkits but only received one. Which is in my opinion pretty unprofessional, since she's a multimillionaire celebrity. I emailed them twice and got a response 3 days after. The email said they were sorry and will send me the two missing kits. It took 11 days for my package to process, now i'm waiting for my orders to deliver. I wish she made delivery alot faster, i'm already waiting 2 weeks on only the emails and the processing, which is long
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!
Our products are only available for purchase on our website KylieCosmetics.com. We do not set aside products for customer to purchase in any other
manor. If the product is out of stock on the website the customer will have to wait to purchase the item until it is restocked.
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.
Loved the product! Fast shipping and great prices for what you are recieving!
Hello,
The customer was issued a return label to send back the Mary Jo, once we receive it back at our hub we can issue a replacement Mary Jo.
I have purchased lip kits from Kylie and I noticed that the Matt Finnish gets blotchy and doesn't last long and smudges easily. I also ordered her burgundy pallet the same day it came out and they somehow managed to lose my package and they don't have insurance available for the packages for when you want to file a claim on it. Her customer service is by far the worse I have experienced. They said they wouldn't refund me my shipping for the troubles I went through. They absolutely do no refunds if you have any issues with hey products. They sent me another pallet and stated it was a one time courtesy as if they weren't the ones who misplaced my order. She makes millions off her line she needs a better customer service team and I'm sure her bank acct wouldn't be dented for refunding me my shipping cost for their mess up. Bottom line her products aren't worth it. I'll take my money where I get treated better and my packages don't get lost or misplaced. I ordered it on the day it came out for a reason, and for it to get to me 3 weeks later is just not right.
Hello,
The email conversation between the customers took place between 7/7-7/15 where Kyle Cosmetics sent the last email advising there would be not replacement issued. The
white;">customer has not emailed us since 7/15 from email [redacted]@hotmail.co.uk. We can send the customer a replacement package as a onetime courtesy but
we would like the ship to address verified or the customer can choose to have the parcel shipped to a different address.
Complaint: 11548739
t tube of lipstick with a new tube of the same s
t lipstick. I will be sending back Kymajesty but I DO NOT want a replacement, I demand a refund
I am rejecting this response because:
The Peoduct in question is AWFUL, the quality is horrible, and I refuse to be told that my
Only option is to replace one s
Regards,
M[redacted]
Customer service needs to be more understanding, kind and eager to listen ,also more willing to resolve issues. Being able to speaking with only 1 person during a complaint would be nice
Hello,
Today the customer was emailed and we requested a photo reflecting the issue they are describing, and the order number, one we have
this information we can provide a resolution. Please note that we do require photos that reflect the issue you are...
describing.
Hello,
Unfortunately it looks like the customers' order was lost in transit
255, 255);">. Unfortunately 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 never had any issues with Kylie Cosmetics. The only issue that has ever occurred was due to high traffic times (around Mother's Day) with USPS. I have order and received 5 shipments. All items arrived to me in perfect condition.
I was first going to submit a complaint because I submitted an order on 11-29 and it was wrong when I received it. I emailed their customer service 3 times and received a reply that "someone would be with me shortly" but no one ever actually responded. But I give their customer service big props actually, because today is 12-10 and I was surprised when I opened my mailbox and they had sent the correct order! Without me even having to send the wrong order back. So it seems their customer service has improved overall.
This company is operating deceptively and with-holding refunds from consumers! Kylie Cosmetics refuses to take any responsibility in dealing with serious complaints of lying and deception. After purchasing a lipstick last November (2015), and emailing the company constantly that the product was never received, Kylie Cosmetics now indicates the product was never purchased from them.
We have credit card confirmation of the money being paid to King Kylie LLC (a corporation owned by Kylie Jenner), but this does not seem to be sufficient to motivate the company to do the right thing and issue a refund. We seem to have lost all hope.
I apologize for the confusion. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these...
lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely normal and is not a defect or an indication of missing product.
I'm not sure why people are so quick to jump on here and complain before even giving the situation a chance to be fixed. I've ordered three times, for a total of five lipkits, and have never had a single issue. They get delivered in days, everything is there and the product is great. I've recommended it to several friends who have purchased without issue as well. If you live in an area that's not great and you think there will be an issue with something being stolen, have it delivered to your work or a friends. Kylie's not responsible for what other people do.
I ordered 3 lipkits but only received one. Which is in my opinion pretty unprofessional, since she's a multimillionaire celebrity. I emailed them twice and got a response 3 days after. The email said they were sorry and will send me the two missing kits. It took 11 days for my package to process, now i'm waiting for my orders to deliver. I wish she made delivery alot faster, i'm already waiting 2 weeks on only the emails and the processing, which is long
Amazing product. Delivery was held up on the UK end but shipped on time from US. Stays on for ages. Highly recommended.