I was very excited to buy this lipkit and the product did not meet the price. I paid 29.99 plus $8.00 shipping almost 40.00 for a product I was unhappy with . I bought Dolce K and the lip liner was ver sheer I needed a few coats to even get a decent amount of color. The lipstick started flaking almost immediately. Very dissapointing that I spent my money on this product that was so pricey and did not deliver quality.
Our email response time is 24-48 hours, in reviewing the customers' email chain we have responded within our promised response time, see our policy attached. In addition,
today 8/18 via email the customer was advised that we are issuing her a replacement package...
Complaint: 11750886
I am rejecting this response because: yes I did receive a package but the whole complaint with the company was that it was missing items and I made sure I contacted the company ASAP! I sent pictures and everything they asked for.They said they would look into it and help me out. I filed a complaint with my bank because they didn't respond. Then in August I contacted Kylie cosmetics again and they said if I canceled the charge back they would reprocess my order. I did so. And in return I have not received the rest of my package. I emailed back and forth and responded timely and provided proof that my bank recharged me and all Kylie cosmetics had to do was contact their bank and collect the funds. I have emailed numerous times and not heard from them.September 09,2016 was the last response I received. I checked my email constantly waiting for a response. I feel like they tricked me because I could've continued with my bank but I cancelled it because Tracie, Andrea and Jason kept saying that as long as the funds are received they will send my missing items.
Regards,
D[redacted]
I'm from Australia and I have now purchased 6 liptkits. Just ordering two more when I received my last package the other day. These have been the best lip products I have purchased in a while. Other than myself having trouble with being able to apply them perfectly they are amazing they aren't drying and the way they are packaged is so cute I even kept the last box to store them in. Price is a little pricey coming to $38 AUD but so totally worth the spend.
The customer has been advised today 7/8 via email that I have contacted USPS to find out the location of the package in questions. I am pending providing a resolution until I hear back from USPS.
Hello,
The customer was advised the below via email today 7/13:
255);">"We are so sorry for this issue. We'll have a one time courtesy replacement package of Literally gloss sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.
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."
To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistency. The customer did receive a bottle filled with the correct amount of product.
Our response time to emails per our policy is 24-48 ours, and in review of the email chain we did respond to the customer within our promised time frame. I have attached a
copy of our FAQ page and the customers' email chain. Unfortunately it does appear the replacement package...
did take some additional processing time beyond our promised 7-10 business days. The replacement package did ship today 9/26, tracking 94[redacted]3.
I could not locate an email inquiries from the customer based on her name or email. I emailed the customer and asked for photos of the product and her order number. I am pending taking any action until I receive the photos of the product and the customers order...
Complaint: 11643366
I am rejecting this response because:
Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damage. They obviously do not care about their customer's concerns and their service is abysmal. Let this be a warning to others who are contemplating purchasing from this company. If anything goes wrong and it is the company's fault, you may be stonewalled as I have been. I will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following.
Regards,
J[redacted]
Kylie Cosmetics is a great company, in the sense that the lip products work well. However in terms of the stock that they have, it's absolutely horrible. They will promote a restock and the most coveted items will sell out in under a minute.
This morning I was waiting for an hour, I added the mini lip set to my cart and was taken to a holding page (which, yes, did say that they couldn't guarantee my product, but I was on that page within 30 seconds of the website launching the restock, so I'm a little pissed.)
How can a company this popular and this big not do proper restocks? I'm upset about that, because every time they do a restock it sells out in an almost unbelievable amount of time. Put more products in your restocks before advertising for them.
Unfortunately we have never filed a claim in the past for a customer, nor is it in our policy to file claims for customers. If the customer wishes to file a claim this would be something they would have to handle on their behalf.
Regardless of the random times she decides to launch her products, and the very limited quantities available, I learned to be patient with her and her products. They work very well, are pacaged well, and I love the different shades options. The mattes really do stay on for a very long time.
I have ordered twice from Kylie Cosmetics and have received both packages in a timely manner. I love the liquid lipsticks. They stay on all day!! And the colors are perfect.
Hello,
Today 11/4, the customer was advised of the below:
"Sorry for the confusion, it appears...
USPS miss scanned your package, and tracking now indicates that your package cleared customs on 11/4! I have added a
screen shot below for your review:" (see screenshot of USPS attached)
11517024
I am rejecting this response because: I never received my product and this company is doing nothing about it! I have paid therefor I should be getting a replacement!!!
Regards,
B[redacted]
As we stated our policy that is listed on our website states that we do not accept returns nor do we issue replacements. No where on our website or at check out does it state
what the customer is stating, "but that any returns would be issued an exchange or credited to my account." I will reattach our policy that states no returns or exchanges. There
is no verbiage about returns or exchanges when a customer goes through our checkout.
It appears the order was not sent out the customer, this was an error on our part. I will will ensure the order it shipped in the next 2 business days. The customer was sent an emailing advising of this information.
Complaint: 11844624
I am rejecting this response because:
Their website doesn't say - "one wink card or "one thank you card" per order either. Had it stated that on the website, I would have placed 3 separate orders. These people don't care about Customer Service or making their customers "Happy"! This is horrible customer service! I spent over $200 & these cards are less that .10 to make. If this is how they want to handle this, I will take this to Social Media as well as let everyone I know to NOT ever Order or buy anything from this horrible website!
Regards,
C[redacted]
Hello,
For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacement. But for the other liners the customer received the product on 3/14/16, but did not email us until 5/30. Unfortunately this is outside our return time...
frame, and unfortunately per our policy we are not able to issue replacements for the products that were received damaged. On 6/3 the customer was advised the below: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.
This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs
I was very excited to buy this lipkit and the product did not meet the price. I paid 29.99 plus $8.00 shipping almost 40.00 for a product I was unhappy with . I bought Dolce K and the lip liner was ver sheer I needed a few coats to even get a decent amount of color. The lipstick started flaking almost immediately. Very dissapointing that I spent my money on this product that was so pricey and did not deliver quality.
Hello,
Our email response time is 24-48 hours, in reviewing the customers' email chain we have responded within our promised response time, see our policy attached. In addition,
today 8/18 via email the customer was advised that we are issuing her a replacement package...
of her missing makeup bag to her.
Complaint: 11750886
I am rejecting this response because: yes I did receive a package but the whole complaint with the company was that it was missing items and I made sure I contacted the company ASAP! I sent pictures and everything they asked for.They said they would look into it and help me out. I filed a complaint with my bank because they didn't respond. Then in August I contacted Kylie cosmetics again and they said if I canceled the charge back they would reprocess my order. I did so. And in return I have not received the rest of my package. I emailed back and forth and responded timely and provided proof that my bank recharged me and all Kylie cosmetics had to do was contact their bank and collect the funds. I have emailed numerous times and not heard from them.September 09,2016 was the last response I received. I checked my email constantly waiting for a response. I feel like they tricked me because I could've continued with my bank but I cancelled it because Tracie, Andrea and Jason kept saying that as long as the funds are received they will send my missing items.
Regards,
D[redacted]
I'm from Australia and I have now purchased 6 liptkits. Just ordering two more when I received my last package the other day. These have been the best lip products I have purchased in a while. Other than myself having trouble with being able to apply them perfectly they are amazing they aren't drying and the way they are packaged is so cute I even kept the last box to store them in. Price is a little pricey coming to $38 AUD but so totally worth the spend.
Hello,
The customer has been advised today 7/8 via email that I have contacted USPS to find out the location of the package in questions. I am pending providing a resolution until I hear back from USPS.
Hello,
The customer was advised the below via email today 7/13:
255);">"We are so sorry for this issue. We'll have a one time courtesy replacement package of Literally gloss sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.
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."
To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistency. The customer did receive a bottle filled with the correct amount of product.
I have bought so much from Kylie cosmetics never had an issue
Our response time to emails per our policy is 24-48 ours, and in review of the email chain we did respond to the customer within our promised time frame. I have attached a
copy of our FAQ page and the customers' email chain. Unfortunately it does appear the replacement package...
did take some additional processing time beyond our promised 7-10 business days. The replacement package did ship today 9/26, tracking 94[redacted]3.
Hello,
I could not locate an email inquiries from the customer based on her name or email. I emailed the customer and asked for photos of the product and her order number. I am pending taking any action until I receive the photos of the product and the customers order...
number.
Complaint: 11643366
I am rejecting this response because:
Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damage. They obviously do not care about their customer's concerns and their service is abysmal. Let this be a warning to others who are contemplating purchasing from this company. If anything goes wrong and it is the company's fault, you may be stonewalled as I have been. I will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following.
Regards,
J[redacted]
Kylie Cosmetics is a great company, in the sense that the lip products work well. However in terms of the stock that they have, it's absolutely horrible. They will promote a restock and the most coveted items will sell out in under a minute.
This morning I was waiting for an hour, I added the mini lip set to my cart and was taken to a holding page (which, yes, did say that they couldn't guarantee my product, but I was on that page within 30 seconds of the website launching the restock, so I'm a little pissed.)
How can a company this popular and this big not do proper restocks? I'm upset about that, because every time they do a restock it sells out in an almost unbelievable amount of time. Put more products in your restocks before advertising for them.
Hello,
Unfortunately we have never filed a claim in the past for a customer, nor is it in our policy to file claims for customers. If the customer wishes to file a claim this would be something they would have to handle on their behalf.
Regardless of the random times she decides to launch her products, and the very limited quantities available, I learned to be patient with her and her products. They work very well, are pacaged well, and I love the different shades options. The mattes really do stay on for a very long time.
I have ordered twice from Kylie Cosmetics and have received both packages in a timely manner. I love the liquid lipsticks. They stay on all day!! And the colors are perfect.
Hello,
Today 11/4, the customer was advised of the below:
"Sorry for the confusion, it appears...
USPS miss scanned your package, and tracking now indicates that your package cleared customs on 11/4! I have added a
screen shot below for your review:" (see screenshot of USPS attached)
Complaint:...
11517024
I am rejecting this response because: I never received my product and this company is doing nothing about it! I have paid therefor I should be getting a replacement!!!
Regards,
B[redacted]
Hello,
As we stated our policy that is listed on our website states that we do not accept returns nor do we issue replacements. No where on our website or at check out does it state
what the customer is stating, "but that any returns would be issued an exchange or credited to my account." I will reattach our policy that states no returns or exchanges. There
is no verbiage about returns or exchanges when a customer goes through our checkout.
Hello,
It appears the order was not sent out the customer, this was an error on our part. I will will ensure the order it shipped in the next 2 business days. The customer was sent an emailing advising of this information.
Complaint: 11844624
I am rejecting this response because:
Their website doesn't say - "one wink card or "one thank you card" per order either. Had it stated that on the website, I would have placed 3 separate orders. These people don't care about Customer Service or making their customers "Happy"! This is horrible customer service! I spent over $200 & these cards are less that .10 to make. If this is how they want to handle this, I will take this to Social Media as well as let everyone I know to NOT ever Order or buy anything from this horrible website!
Regards,
C[redacted]
Hello,
For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacement. But for the other liners the customer received the product on 3/14/16, but did not email us until 5/30. Unfortunately this is outside our return time...
frame, and unfortunately per our policy we are not able to issue replacements for the products that were received damaged. On 6/3 the customer was advised the below: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.
This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs