Per our policy we do not accept returns. We are able to have the customer return the product back to us a provide them with a fresh new lipstick. Today the customer was
emailed and advised to...
return the product back to us and provided a return label and advised, "Please return the product using the return label attached, please include a note inside
of your package including your name, address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you
once we receive your order!"
Part of our procedure is that we do require photos to authenticate the customers claim. Per the email chain the customer had advised that she discarded all evidence of the purchase including the incorrect item received, the...
order number, the packing slip, and the box. This is information that we use to authenticate the customers’ claims when the wrong product is received. The customer was able to provide us with a photo of the Dolce K liquid lipstick she received therefore we can issue a replacement for an Exposed Liquid lipstick. As we hope this does not happen in the future, but if it does please keep all documentation received.
As the customer was advised that the replacement packages are only issued as a onetime courtesy we will be upholding our policy and we will not be able to issue another
package. To verify when we responded to the customer on 4/28 the exact verbiage of our email was “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?”
The issue with the customers order is that the post office never scanned the package, so we can assume that the package itself was lost. We issued the customer another Posie gloss package that will ship out in the next 2 business days. Once the replacement package ships...
It appears there was a misunderstanding on our part in terms of what the customer was stating in their 8/4 email to us. The customer had advised us that they were trying to
purchase the birthday bundle and it had gone out of stock while they were mid-purchase. We then advised the customer...
that, “unfortunately, our inventory is updated as products are purchased; it is likely that other customers finished paying their orders before you finished yours. We're very sorry for the inconvenience, but don't worry, we'll
have more soon. Kylie will announce restock launches via her social media. Any pending charges will be removed from your account in 7-12 business days.” Unfortunately in the
customers’ 8/4 email they were also requesting to cancel the order that they made for the makeup bag, and unfortunately that request was overlooked by customer service.
Then, the next time we responded the order had already shipped and we were unable to cancel their order. On 8/24 we were able to provide the customer with a resolution by
advising, “We are so sorry for the confusion. Please note that sending multiple emails will only delay our response as they may be marked as spam. We sincerely apologize for
the inconvenience! We most definitely want to help. If you do not wish to receive the cosmetic bag, please deny the package at your local post office by writing "return
to sender" on the package or having your local post office do it. Once we have received your product at our HQ, we will issue a refund.”
I have purchased from Kylie Cosmetics twice now and I'm very happy with my purchases! Both times my order came within a WEEK! I was so surprised. Ordered on a Monday, received my box that Thursday. As far as the quality, I am just as impressed. I absolutely love how soft and creamy the lip liners are. I wear them alone sometimes and even with my other brand of lipsticks. The liquid lipsticks go on nice and smooth- not too thick. They smell great and I often forget I'm wearing them 1 hour in. The packaging is super cute and adds a great touch to my lipstick collection. Ordering was super quick and easy as well. The colors I ordered are Dolce K and Exposed.
We responded to the customer on 8/15, and stated, “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. We'll get back to you.” On 8/16 the customer responded with the correct
photos. Today via email we responded with, “We are so sorry for this issue. We'll have a one time courtesy replacement package of a Dolce K lip kit sent out to you. Processing is 7-10
business days, once your replacement package goes out you'll receive an email with tracking.”
Complaint: 11565747
I am rejecting this response because that may be the case but I still very much convinced my jar was not completely full I had a cousin that order the metals as well and when her's arrived it was nothing like mine
you could tell the jars were filled it had a bit of weight to it even when you moved the brush around the jar you couldn't really see straight through to the glass so how come mine was like that
I have used other metallic product from other make-up brands so I know the consistency of the product I am aware that every brand has it own formula but that particular product was not filled it was just made to look like its was
its just strange that my cousin would order the same product as me but her's is full and mine turns out half full.
I only took my complain to the Revdex.com because I had emailed the company and received no responses after 24-48 hours and I had been told by other customers that the company tends to not respond back
I am aware they must have a lot of emails on a daily basis but I needed a quick response and resolution
l have no issue with the other products they were fine but after comparing my Heir metallic products with other customers there is a significant differences.
Regards,
A[redacted]
Hello,
Today 8/17 via email we responded to the customer and advised that we will be replacing all of the makeup that goes in the birthday bundle. The exact email verbiage the
customer was advised, “
sans-serif; background: white;">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.”
I was not able to locate an email from the customer under her name or email. I sent he customer an email advising that we need a photo reflecting the issues she is speaking about and her order numbers.
This company is a joke. I received a product that was not at all as described. The quality of the product is horrible. I thought I'd give it a second chance and try to order a new product, but with every launch, they sell out in LESS than 1 minute. They never carry enough stock to meet the demand and it's disappointing to thousands of customers who can't get a product.
As the customer is stating we are avoiding emails and complaints, we want to ensure to thoroughly look into this issue. I reviewed the entire customers’ email chain, and all of the customer...
service representative’s responses were accurate and timely. The customer initially emailed on 9/6 and their issue was resolved on 9/8. On 9/8 we advised the customer we are issuing the customer a replacement package of their missing items Posie, Koko, and Ginger. We were able to respond to the customer within our promised response time of 24-48 hours, see policy attached. I have included the customers’ entire email chain in the attached.
I love Kyle Cosmetics. Out of the mattes I own Mary Jo K, Posie K, Candy K, Freedom and Skylie they are the perfect formula they are not to drying and they are long lasting. Out of the metals I own Heir and King K and out of the glosses I have Literally. All are good quality products. I did have an issue with my gloss wand but I reached out to customer service and they sent me out a new gloss with a new wand. In my opinion they went above and beyond for sending a whole new gloss instead of just a new wand. Thanks Kylie Cosmetics :)
Their customer service is very slow. I contacted them about a missing lipstick, and after asking for photos and multiple emails they told me it would take 7-10 business days to get the order sent out correctly. Thankfully I got it much sooner, but their customer service is the worst I've seen.
Kylie cosmetics actually has the worst line of service. She lies saying she has enough product to lure people in. Then 1 minute later everything is sold out. People have things in their carts, and by time they're done submitting info to purchase, they're gone! It's called RESERVED product Kylie! It took me 2 weeks to finally gain contact from them after missing a product and them mysteriously charging me extra funds 3 days later. Kylie Jenner is a rip off. Make more products and throw some good customer service in there.
I have ordered on three separate occasions and have always received my product as expected and as promised.
I will say my first two orders did take 6 days to ship out, their confirmation email states 3-5 business days for processing. I received the lipsticks faster than the 3-6 days for shipping time. So if we factor in the 6-11 days it takes from ordering to receiving the lipsticks in hand, I would say it is an accurate estimate. My third order was shipped two days after ordering and I received it faster than the tracking information stated. This may be due to the high volume of orders being processed.
The product is great. The pigmentation is phenomenal. It is long wearing with the exception of when you eat, it does wear off. Understandable I would say so.
The shipping is high, however it's a flat rate.
I believe a lot of people say negative things as the family is very popular, there are envious people; She is young, successful, and beautiful. Working hard for a brand she believes in. She wears her product proudly. She maintains an open relationship with her public, fans, and customers.
Overall, I recommend the product and I am looking forward to what she has in store for us next.
The customer was advised today that we are issuing a replacement of True Brown, see exact email verbiage, "
255);">We are so sorry for this issue. We'll have a one time courtesy
replacement package sent out to you for your missing True brown K. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with
tracking. Thank you and we are very sorry for the inconvenience."
Hello,
Our QA department ensures that all of our products our filled to net weight before they leave the facility. The customer would not have received a
font-family: Verdana, sans-serif; background: white;">product that was not filled. In addition the customer has been using this product for almost 3 months and as indicated in the photo she sent the bottle
was not filled from use of the product. We will not be issuing a replacement product.
Hello,
Per our policy we do not accept returns. We are able to have the customer return the product back to us a provide them with a fresh new lipstick. Today the customer was
emailed and advised to...
return the product back to us and provided a return label and advised, "Please return the product using the return label attached, please include a note inside
of your package including your name, address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you
once we receive your order!"
Hello,
Part of our procedure is that we do require photos to authenticate the customers claim. Per the email chain the customer had advised that she discarded all evidence of the purchase including the incorrect item received, the...
order number, the packing slip, and the box. This is information that we use to authenticate the customers’ claims when the wrong product is received. The customer was able to provide us with a photo of the Dolce K liquid lipstick she received therefore we can issue a replacement for an Exposed Liquid lipstick. As we hope this does not happen in the future, but if it does please keep all documentation received.
As the customer was advised that the replacement packages are only issued as a onetime courtesy we will be upholding our policy and we will not be able to issue another
package. To verify when we responded to the customer on 4/28 the exact verbiage of our email was “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 issue with the customers order is that the post office never scanned the package, so we can assume that the package itself was lost. We issued the customer another Posie gloss package that will ship out in the next 2 business days. Once the replacement package ships...
the customer will receive an email with tracking.
It appears there was a misunderstanding on our part in terms of what the customer was stating in their 8/4 email to us. The customer had advised us that they were trying to
purchase the birthday bundle and it had gone out of stock while they were mid-purchase. We then advised the customer...
that, “unfortunately, our inventory is updated as products are purchased; it is likely that other customers finished paying their orders before you finished yours. We're very sorry for the inconvenience, but don't worry, we'll
have more soon. Kylie will announce restock launches via her social media. Any pending charges will be removed from your account in 7-12 business days.” Unfortunately in the
customers’ 8/4 email they were also requesting to cancel the order that they made for the makeup bag, and unfortunately that request was overlooked by customer service.
Then, the next time we responded the order had already shipped and we were unable to cancel their order. On 8/24 we were able to provide the customer with a resolution by
advising, “We are so sorry for the confusion. Please note that sending multiple emails will only delay our response as they may be marked as spam. We sincerely apologize for
the inconvenience! We most definitely want to help. If you do not wish to receive the cosmetic bag, please deny the package at your local post office by writing "return
to sender" on the package or having your local post office do it. Once we have received your product at our HQ, we will issue a refund.”
I have purchased from Kylie Cosmetics twice now and I'm very happy with my purchases! Both times my order came within a WEEK! I was so surprised. Ordered on a Monday, received my box that Thursday. As far as the quality, I am just as impressed. I absolutely love how soft and creamy the lip liners are. I wear them alone sometimes and even with my other brand of lipsticks. The liquid lipsticks go on nice and smooth- not too thick. They smell great and I often forget I'm wearing them 1 hour in. The packaging is super cute and adds a great touch to my lipstick collection. Ordering was super quick and easy as well. The colors I ordered are Dolce K and Exposed.
Hello,
The customer was emailed today 7/6, and advised 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,
We responded to the customer on 8/15, and stated, “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. We'll get back to you.” On 8/16 the customer responded with the correct
photos. Today via email we responded with, “We are so sorry for this issue. We'll have a one time courtesy replacement package of a Dolce K lip kit sent out to you. Processing is 7-10
business days, once your replacement package goes out you'll receive an email with tracking.”
Complaint: 11565747
I am rejecting this response because that may be the case but I still very much convinced my jar was not completely full I had a cousin that order the metals as well and when her's arrived it was nothing like mine
you could tell the jars were filled it had a bit of weight to it even when you moved the brush around the jar you couldn't really see straight through to the glass so how come mine was like that
I have used other metallic product from other make-up brands so I know the consistency of the product I am aware that every brand has it own formula but that particular product was not filled it was just made to look like its was
its just strange that my cousin would order the same product as me but her's is full and mine turns out half full.
I only took my complain to the Revdex.com because I had emailed the company and received no responses after 24-48 hours and I had been told by other customers that the company tends to not respond back
I am aware they must have a lot of emails on a daily basis but I needed a quick response and resolution
l have no issue with the other products they were fine but after comparing my Heir metallic products with other customers there is a significant differences.
Regards,
A[redacted]
Hello,
Today 8/17 via email we responded to the customer and advised that we will be replacing all of the makeup that goes in the birthday bundle. The exact email verbiage the
customer was advised, “
sans-serif; background: white;">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.”
Hello,
I was not able to locate an email from the customer under her name or email. I sent he customer an email advising that we need a photo reflecting the issues she is speaking about and her order numbers.
This company is a joke. I received a product that was not at all as described. The quality of the product is horrible. I thought I'd give it a second chance and try to order a new product, but with every launch, they sell out in LESS than 1 minute. They never carry enough stock to meet the demand and it's disappointing to thousands of customers who can't get a product.
Hello,
As the customer is stating we are avoiding emails and complaints, we want to ensure to thoroughly look into this issue. I reviewed the entire customers’ email chain, and all of the customer...
service representative’s responses were accurate and timely. The customer initially emailed on 9/6 and their issue was resolved on 9/8. On 9/8 we advised the customer we are issuing the customer a replacement package of their missing items Posie, Koko, and Ginger. We were able to respond to the customer within our promised response time of 24-48 hours, see policy attached. I have included the customers’ entire email chain in the attached.
I love Kyle Cosmetics. Out of the mattes I own Mary Jo K, Posie K, Candy K, Freedom and Skylie they are the perfect formula they are not to drying and they are long lasting. Out of the metals I own Heir and King K and out of the glosses I have Literally. All are good quality products. I did have an issue with my gloss wand but I reached out to customer service and they sent me out a new gloss with a new wand. In my opinion they went above and beyond for sending a whole new gloss instead of just a new wand. Thanks Kylie Cosmetics :)
Their customer service is very slow. I contacted them about a missing lipstick, and after asking for photos and multiple emails they told me it would take 7-10 business days to get the order sent out correctly. Thankfully I got it much sooner, but their customer service is the worst I've seen.
Kylie cosmetics actually has the worst line of service. She lies saying she has enough product to lure people in. Then 1 minute later everything is sold out. People have things in their carts, and by time they're done submitting info to purchase, they're gone! It's called RESERVED product Kylie! It took me 2 weeks to finally gain contact from them after missing a product and them mysteriously charging me extra funds 3 days later. Kylie Jenner is a rip off. Make more products and throw some good customer service in there.
I have ordered on three separate occasions and have always received my product as expected and as promised.
I will say my first two orders did take 6 days to ship out, their confirmation email states 3-5 business days for processing. I received the lipsticks faster than the 3-6 days for shipping time. So if we factor in the 6-11 days it takes from ordering to receiving the lipsticks in hand, I would say it is an accurate estimate. My third order was shipped two days after ordering and I received it faster than the tracking information stated. This may be due to the high volume of orders being processed.
The product is great. The pigmentation is phenomenal. It is long wearing with the exception of when you eat, it does wear off. Understandable I would say so.
The shipping is high, however it's a flat rate.
I believe a lot of people say negative things as the family is very popular, there are envious people; She is young, successful, and beautiful. Working hard for a brand she believes in. She wears her product proudly. She maintains an open relationship with her public, fans, and customers.
Overall, I recommend the product and I am looking forward to what she has in store for us next.
Hello,
The information provided were tips and tricks to ensure proper wearability for the product.
Hello,
The customer was advised today that we are issuing a replacement of True Brown, see exact email verbiage, "
255);">We are so sorry for this issue. We'll have a one time courtesy
replacement package sent out to you for your missing True brown K. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with
tracking. Thank you and we are very sorry for the inconvenience."
Hello,
Our QA department ensures that all of our products our filled to net weight before they leave the facility. The customer would not have received a
font-family: Verdana, sans-serif; background: white;">product that was not filled. In addition the customer has been using this product for almost 3 months and as indicated in the photo she sent the bottle
was not filled from use of the product. We will not be issuing a replacement product.