I just received 2 boxes from Kylie Cosmetics, but the items were wrong. I ordered one limited edition holiday kit and one mini kit of matte lipsticks. I was sent two mini kits and no holiday kit I appreciate some help from customer service. In the email it told me it would be shipping last week. (9**SSN**8**SSN**) but it never arrived & I got two mini and full can you please verify to me that my holiday box is still not shipped yet so I don't worried so much because I spend $290 all for nothing
Our response time for emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain (on 8/10, 8/12, and 8/15) 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. On 8/17 we responded the customers email advising her to
file a claim with USPS, and then provide us with the claim number. The customer provided us with the USPS claim number, and an updated delivery address. Then later on 8/17
we advised the customer we will be issuing her a replacement package, exact email verbiage, “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."
Tahoma, sans-serif;">On 11/18 we advised the customer of the below, and the response was positive, please see screen shot attached. The customer acknowledged that they would
look for the refund that we advised would occur within 12 business days. "Hi A[redacted],We sincerely apologize for the issue. Any charges that have posted to your account were refunded on our end and will show in your account within 7-12 business
days, as your order cannot be fulfilled. I'm so sorry for the confusion.Thank you so much for your patience, and we apologize for any frustration this may have caused you."
Hello,
The customer emailed in on 7/6 and we responded on 7/11 "we located your order and it appears your email address was...
misspelled. No worries, your email address has been
updated! Once your order ships, you will receive an email with tracking to the updated email address." We try to respond to our emails as quickly as possible.
Verdana, Tahoma, sans-serif;">Per our policy we are not able to remove items from an order. In addition, it appears you have ordered the Holiday Box, and your ship to address is International.
As stated on our website we are not shipping the Holiday Box Internationally (see screenshot of our website attached), therefore we canceled your order. As the
Holiday Collection Box is currently out of stock you will have to wait until it is restocked to order. We are working hard to always have product in stock; any out of
stock product will be restocked as soon as it becomes available. Please keep an eye on our social media and Kylie's app to get restock alerts.
I received four liquid mattes as a birthday present. After watching multiple reviews online about how the tube wasn't filled completely with product as it should be I decided to check my own, I was not surprised to see that mine too was not full, which is unacceptable. Needless to say many of Kylie Cosmetics customers have had negative experiences with these products, with not just this one issue but with numerous issues, such as not receiving their purchase at all. Their customer service is not helpful & inconsistent, customers are dealing with multiple people when trying to resolve these issues. I'm unsure if the formula that Kylie uses is the reason as to why my tube isn't full, it's been suggested that customers have received the correct amount of product but due to the formula used it appears as if the tube isn't full. However, even if this is true my tube should be more filled than it is. If I stood my product up & left it, the product in the tube would settle to perhaps less than half of the tube, crystal clear for me to see. I can't stress how many negative reviews this brand has had which have gone unseen or are in the form of reviews on videos. The product itself is really good & I would recommend but due to not receiving what I've paid for I'm not going to rate this brand well at all. My issue has also come after the Revdex.com published their report on Kylie Cosmetics which have addressed these issues already, so I find myself questioning why these problems are still happening. All in all, the product itself is great but personally I would like to receive exactly what I paid for, no more and certainly no less! I'm sure many customers will agree with me. I won't be purchasing or recommending this brand to anyone until I hear and see improvements. I've no problem in supporting a brand, especially a start up brand particularly one that interests me but as I said, I'd like to receive what I paid for.
I have made 3 purchases from Kylie Cosmetics. In one of my orders I received the wrong color. I emailed customer service and they sent me the correct color and I received it in a few days.
Not only do I think they have great customer service, they have an amazing product! It truly lasts all day. People ask me how I get my lipstick to stay for so long.
Our formulas’ have not changed. We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we...
have no return, refund or exchange policy (see attached)
however, we do have a few tips to help improve the wear of your Liquid Lipstick!
1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.
2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing!
3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance.
4. Try applying the liner all over the entire lip, this will help the color last!
Hello,
We have some tips that will aid in application and wearability of our products, see below:
rgb(255, 255, 255);">We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing.
We want to review the email chain, but when I tried to locate the email in Kylie Cosmetics Customer Service there were not emails form this customer, see attached. Please provide the email address used to email us so that we can best assist and provide the customer with...
Our response time for
14px; font-family: Arial, Helvetica, Verdana, Tahoma, sans-serif;"> 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. We will send out a replacement package of order
K805633 you you and once your order ships you will receive an email with tracking.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11846130, and find that this resolution is satisfactory to me. Should the refund not come through, I will be contacting you guys again.
Regards,
[redacted]
Hello,
On our site kyliecosmetics.com on the first page there are tabs that can be clicked to find information on our products and specifically our Store
information, see attached. If one puts the mouse over Store Information all of our policies are listed and the customer can click on these options, and
this information is always available for customers to view. In addition if the customer does have a question on the any of our policies they can reach
out to us via email. For your review I have included an attachment of our policy’s and refund policy, and both of these attachments include
information that has been taken directly from our website and is currently listed on our website.
The photo attached is the only photo that the customer sent us of the products she received, as you can see from the photo is is blurry and the shades names are not legible, ,
therefore we were unable to tell what products the customer actually did receive. In these types of situations we would then send an email asking for a clear photo
to ensure that we send the customer an accurate replacement product.
Verdana, Tahoma, sans-serif;">Unfortunately your order shipped and we can no longer make any changes. Tracking: 94[redacted]7Please visit the USPS website and type in your tracking number. There you should be able to update your address or you can schedule your order to be held at
your local post office so that you may pick it up. We apologize for any inconvenience this may cause.
Hello,
The customer was advised via email today 7/13 that we will issue a replacement, and exact verbiage of email, "
sans-serif; background-color: rgb(255, 255, 255);">We fill all of our Metals to the same fill “weight”, and we fill them
to this level to avoid leakage. But we will send one as a one time courtesy replacement. Processing is 7-10 business days, once your replacement package goes out you'll
receive an email with tracking."
Kylie Cosmetics has a long history of poor business practices and distributing products of subpar quality, while hiding behind their "no refund, no exchanges" policy. I have had several negative experiences with this company, ultimately leading to me completely severing my relationship with them. Initially, I had issues with my packages arriving with missing or tampered items, even though the USPS postal worker delivered the package directly to my hand and not at my doorstep. I've had 4 boxes that were delivered completely opened due to the poor packaging and their use of a single piece of scotch tape to seal the boxes (they now use one piece of thicker clear tape to seal boxes, but it's still very easy to open).
I have had issues with the consistency and quality of their matte lipstick formula and glosses over the past several months. When the KourtK Lipkit was released, it came with a defective wand, and the formula applied (and still applies) very streaky; it’s completely unusable. After thousands of complaints, the company still refused to acknowledge this issue and rectify it for their paying customers. While they they reduced the amount of social media advertising for that shade after the complaints rolled in, they still continue to sell it in this condition today.
Kylie’s lipkits are manufactured by Spatz Laboratories, whose business model is to create products "at the speed of light" and improve them in the future after customer feedback and complaints roll in. This amounts to customers being guinea pigs. By buying from Kylie Cosmetics, you are paying them to allow you the opportunity to become a "lab rat" and experiment on you until they get their formulas correct. This is completely unacceptable. They actually brag about this model on the Spatz website. The next issue was related to the defective lip gloss wands that hundreds of thousands of customers received. Kylie Customer Service is the worst that I've ever seen of any other company, period. Even with photographic evidence that they had sent out defective products to paying customers, they refused to replace these products for several weeks, again hiding behind their no return/no exchange policy. Later it came to light that they knew the wands were messed up but sent them out anyway. It wasn't until a negative social media review by a popular makeup artist/star went viral and the issue hit the news that Kylie Cosmetics finally agreed to send customers replacements. This is the only time they’ve ever rectified a serious issue with their products. Even then, they continued to ship bad glosses out, even though Kylie Jenner herself said that no bad products had been shipped to customers since the gloss launch. I was the recipient of one of those glosses that was shipped weeks after they supposedly corrected the issue.
KC has had multiple issues with her website operations, website security, all of which have never been acknowledged and have compromised private customer information. Customers were even once charged double-taxes for products on a major launch day of one of her new products. The most recent issue I experienced was related to the formula of her summer collection, the Maliboo Lipkit. The formula immediately cracked and crumbled within 1 minute after application (even though my lips were prepped properly with a scrub). Her customer service rep asked me to send photos, which I did to show how horrible and unwearable the formula was. I even sent photos of other shades of her LipKits which appeared normal for comparison. They responded by saying that they were "sorry there are issues with this formula but we have a no refund and no exchange policy." Again, they always hide behind this policy, refusing to fix issues that are their own fault. By doing such, it basically amounts to theft from customers. They know the products are bad and accept money from hard-working customers and then refuse to rectify the situation in a positive way, as other companies would do. No other company operates in this manner, but this company gets away with it simply because of Kylie Jenner's family name.
This company is also known for charging customers a very high rate of shipping compared to other companies, a rate of $8.95 for US Domestic shipping and $14.95 for international shipping. The company is now engaging in questionable ethical practices that makes one wonder if she aims to profit from shipping by releasing a new product on one day and then another new product 1 - 2 days later, forcing customers to pay multiple shipping fees just 1 day apart or else risk the products selling out. She did this recently when she launched her summer lipkit collection and eye palette. She released 2 shades of her lipkit on a Wednesday, a new shade on Friday, and the eye palette the following Tuesday. They refuse to combine shipping costs for these customers, thus making a huge profit on shipping alone. US customers who wanted to buy these products within the past week would have paid upwards of $27 in shipping just to order 3 products that she chose to release 2 days apart from each other. This is intentional and unheard of in the beauty industry. While she's acknowledged the complaints about her high shipping costs, she has done nothing to reduce those costs or offer customers reduced rates or free shipping who order a certain dollar amount of products per transaction. In my opinion, this company is completely unethical and engages in poor business practices that are aimed to take advantage of a younger customer base who worships Kylie Jenner as a role model and will do anything to get her products.
All the products I have received have been wonderful. The formula of the lipsticks are non-drying to the lips and super pigmented. I own ones from Colourpop as well that are very different and very drying. I have gotten my hands on all the colors I wanted and am just waiting to order the new palette. I have had nothing put a positive experience with this brand. I also love their social media posts.
Horrible company to buy from. I never recieved my package. Someone at the post office took it. Contacted Kylie cosmetic and they told me to file a claim with usps I tried to but learned Kylie cosmetic did not get insurance on it so I could not file anything. They are not willing to give me my money back or resend the product. They can see I never got it since the tracking number states it was never delivered. She runs a horrible company! I feel I was ripped off for my money. So now I have to go threw my bank to resolve it.
I just received 2 boxes from Kylie Cosmetics, but the items were wrong. I ordered one limited edition holiday kit and one mini kit of matte lipsticks. I was sent two mini kits and no holiday kit I appreciate some help from customer service. In the email it told me it would be shipping last week. (9**SSN**8**SSN**) but it never arrived & I got two mini and full can you please verify to me that my holiday box is still not shipped yet so I don't worried so much because I spend $290 all for nothing
Our response time for emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain (on 8/10, 8/12, and 8/15) 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. On 8/17 we responded the customers email advising her to
file a claim with USPS, and then provide us with the claim number. The customer provided us with the USPS claim number, and an updated delivery address. Then later on 8/17
we advised the customer we will be issuing her a replacement package, exact email verbiage, “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."
Tahoma, sans-serif;">On 11/18 we advised the customer of the below, and the response was positive, please see screen shot attached. The customer acknowledged that they would
look for the refund that we advised would occur within 12 business days. "Hi A[redacted],We sincerely apologize for the issue. Any charges that have posted to your account were refunded on our end and will show in your account within 7-12 business
days, as your order cannot be fulfilled. I'm so sorry for the confusion.Thank you so much for your patience, and we apologize for any frustration this may have caused you."
Hello,
The customer emailed in on 7/6 and we responded on 7/11 "we located your order and it appears your email address was...
misspelled. No worries, your email address has been
updated! Once your order ships, you will receive an email with tracking to the updated email address." We try to respond to our emails as quickly as possible.
Verdana, Tahoma, sans-serif;">Per our policy we are not able to remove items from an order. In addition, it appears you have ordered the Holiday Box, and your ship to address is International.
As stated on our website we are not shipping the Holiday Box Internationally (see screenshot of our website attached), therefore we canceled your order. As the
Holiday Collection Box is currently out of stock you will have to wait until it is restocked to order. We are working hard to always have product in stock; any out of
stock product will be restocked as soon as it becomes available. Please keep an eye on our social media and Kylie's app to get restock alerts.
I received four liquid mattes as a birthday present. After watching multiple reviews online about how the tube wasn't filled completely with product as it should be I decided to check my own, I was not surprised to see that mine too was not full, which is unacceptable. Needless to say many of Kylie Cosmetics customers have had negative experiences with these products, with not just this one issue but with numerous issues, such as not receiving their purchase at all. Their customer service is not helpful & inconsistent, customers are dealing with multiple people when trying to resolve these issues. I'm unsure if the formula that Kylie uses is the reason as to why my tube isn't full, it's been suggested that customers have received the correct amount of product but due to the formula used it appears as if the tube isn't full. However, even if this is true my tube should be more filled than it is. If I stood my product up & left it, the product in the tube would settle to perhaps less than half of the tube, crystal clear for me to see. I can't stress how many negative reviews this brand has had which have gone unseen or are in the form of reviews on videos. The product itself is really good & I would recommend but due to not receiving what I've paid for I'm not going to rate this brand well at all. My issue has also come after the Revdex.com published their report on Kylie Cosmetics which have addressed these issues already, so I find myself questioning why these problems are still happening. All in all, the product itself is great but personally I would like to receive exactly what I paid for, no more and certainly no less! I'm sure many customers will agree with me. I won't be purchasing or recommending this brand to anyone until I hear and see improvements. I've no problem in supporting a brand, especially a start up brand particularly one that interests me but as I said, I'd like to receive what I paid for.
I have made 3 purchases from Kylie Cosmetics. In one of my orders I received the wrong color. I emailed customer service and they sent me the correct color and I received it in a few days.
Not only do I think they have great customer service, they have an amazing product! It truly lasts all day. People ask me how I get my lipstick to stay for so long.
Hello,
Our formulas’ have not changed. We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we...
have no return, refund or exchange policy (see attached)
however, we do have a few tips to help improve the wear of your Liquid Lipstick!
1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.
2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing!
3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance.
4. Try applying the liner all over the entire lip, this will help the color last!
Hello,
We have some tips that will aid in application and wearability of our products, see below:
rgb(255, 255, 255);">We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing.
Hello,
We want to review the email chain, but when I tried to locate the email in Kylie Cosmetics Customer Service there were not emails form this customer, see attached. Please provide the email address used to email us so that we can best assist and provide the customer with...
a resolution.
Hello,
Our response time for
14px; font-family: Arial, Helvetica, Verdana, Tahoma, sans-serif;"> 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. We will send out a replacement package of order
K805633 you you and once your order ships you will receive an email with tracking.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11846130, and find that this resolution is satisfactory to me. Should the refund not come through, I will be contacting you guys again.
Regards,
[redacted]
Hello,
On our site kyliecosmetics.com on the first page there are tabs that can be clicked to find information on our products and specifically our Store
information, see attached. If one puts the mouse over Store Information all of our policies are listed and the customer can click on these options, and
this information is always available for customers to view. In addition if the customer does have a question on the any of our policies they can reach
out to us via email. For your review I have included an attachment of our policy’s and refund policy, and both of these attachments include
information that has been taken directly from our website and is currently listed on our website.
Hello,
The photo attached is the only photo that the customer sent us of the products she received, as you can see from the photo is is blurry and the shades names are not legible, ,
therefore we were unable to tell what products the customer actually did receive. In these types of situations we would then send an email asking for a clear photo
to ensure that we send the customer an accurate replacement product.
Verdana, Tahoma, sans-serif;">Unfortunately your order shipped and we can no longer make any changes. Tracking: 94[redacted]7Please visit the USPS website and type in your tracking number. There you should be able to update your address or you can schedule your order to be held at
your local post office so that you may pick it up. We apologize for any inconvenience this may cause.
Hello,
The customer was advised via email today 7/13 that we will issue a replacement, and exact verbiage of email, "
sans-serif; background-color: rgb(255, 255, 255);">We fill all of our Metals to the same fill “weight”, and we fill them
to this level to avoid leakage. But we will send one as a one time courtesy replacement. Processing is 7-10 business days, once your replacement package goes out you'll
receive an email with tracking."
Kylie Cosmetics has a long history of poor business practices and distributing products of subpar quality, while hiding behind their "no refund, no exchanges" policy. I have had several negative experiences with this company, ultimately leading to me completely severing my relationship with them. Initially, I had issues with my packages arriving with missing or tampered items, even though the USPS postal worker delivered the package directly to my hand and not at my doorstep. I've had 4 boxes that were delivered completely opened due to the poor packaging and their use of a single piece of scotch tape to seal the boxes (they now use one piece of thicker clear tape to seal boxes, but it's still very easy to open).
I have had issues with the consistency and quality of their matte lipstick formula and glosses over the past several months. When the KourtK Lipkit was released, it came with a defective wand, and the formula applied (and still applies) very streaky; it’s completely unusable. After thousands of complaints, the company still refused to acknowledge this issue and rectify it for their paying customers. While they they reduced the amount of social media advertising for that shade after the complaints rolled in, they still continue to sell it in this condition today.
Kylie’s lipkits are manufactured by Spatz Laboratories, whose business model is to create products "at the speed of light" and improve them in the future after customer feedback and complaints roll in. This amounts to customers being guinea pigs. By buying from Kylie Cosmetics, you are paying them to allow you the opportunity to become a "lab rat" and experiment on you until they get their formulas correct. This is completely unacceptable. They actually brag about this model on the Spatz website. The next issue was related to the defective lip gloss wands that hundreds of thousands of customers received. Kylie Customer Service is the worst that I've ever seen of any other company, period. Even with photographic evidence that they had sent out defective products to paying customers, they refused to replace these products for several weeks, again hiding behind their no return/no exchange policy. Later it came to light that they knew the wands were messed up but sent them out anyway. It wasn't until a negative social media review by a popular makeup artist/star went viral and the issue hit the news that Kylie Cosmetics finally agreed to send customers replacements. This is the only time they’ve ever rectified a serious issue with their products. Even then, they continued to ship bad glosses out, even though Kylie Jenner herself said that no bad products had been shipped to customers since the gloss launch. I was the recipient of one of those glosses that was shipped weeks after they supposedly corrected the issue.
KC has had multiple issues with her website operations, website security, all of which have never been acknowledged and have compromised private customer information. Customers were even once charged double-taxes for products on a major launch day of one of her new products. The most recent issue I experienced was related to the formula of her summer collection, the Maliboo Lipkit. The formula immediately cracked and crumbled within 1 minute after application (even though my lips were prepped properly with a scrub). Her customer service rep asked me to send photos, which I did to show how horrible and unwearable the formula was. I even sent photos of other shades of her LipKits which appeared normal for comparison. They responded by saying that they were "sorry there are issues with this formula but we have a no refund and no exchange policy." Again, they always hide behind this policy, refusing to fix issues that are their own fault. By doing such, it basically amounts to theft from customers. They know the products are bad and accept money from hard-working customers and then refuse to rectify the situation in a positive way, as other companies would do. No other company operates in this manner, but this company gets away with it simply because of Kylie Jenner's family name.
This company is also known for charging customers a very high rate of shipping compared to other companies, a rate of $8.95 for US Domestic shipping and $14.95 for international shipping. The company is now engaging in questionable ethical practices that makes one wonder if she aims to profit from shipping by releasing a new product on one day and then another new product 1 - 2 days later, forcing customers to pay multiple shipping fees just 1 day apart or else risk the products selling out. She did this recently when she launched her summer lipkit collection and eye palette. She released 2 shades of her lipkit on a Wednesday, a new shade on Friday, and the eye palette the following Tuesday. They refuse to combine shipping costs for these customers, thus making a huge profit on shipping alone. US customers who wanted to buy these products within the past week would have paid upwards of $27 in shipping just to order 3 products that she chose to release 2 days apart from each other. This is intentional and unheard of in the beauty industry. While she's acknowledged the complaints about her high shipping costs, she has done nothing to reduce those costs or offer customers reduced rates or free shipping who order a certain dollar amount of products per transaction. In my opinion, this company is completely unethical and engages in poor business practices that are aimed to take advantage of a younger customer base who worships Kylie Jenner as a role model and will do anything to get her products.
All the products I have received have been wonderful. The formula of the lipsticks are non-drying to the lips and super pigmented. I own ones from Colourpop as well that are very different and very drying. I have gotten my hands on all the colors I wanted and am just waiting to order the new palette. I have had nothing put a positive experience with this brand. I also love their social media posts.
Horrible company to buy from. I never recieved my package. Someone at the post office took it. Contacted Kylie cosmetic and they told me to file a claim with usps I tried to but learned Kylie cosmetic did not get insurance on it so I could not file anything. They are not willing to give me my money back or resend the product. They can see I never got it since the tracking number states it was never delivered. She runs a horrible company! I feel I was ripped off for my money. So now I have to go threw my bank to resolve it.
Hello,
The customer was advised to return their Kymajesty to us, once we receive the product back, we...
will issue a new replacement package to you.