I ordered two items and instead was sent two WRONG items of lesser value. I have waited through their 48 hour customer service policy and they haven't replied.
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."
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.
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.
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,
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.
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.
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,
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.
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,
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.
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.
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...
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.
Complaint: 11610248
I am rejecting this response because: as mentioned before the goods are faulty and leaking from the bottle. I would not buy goods like this from a shop so why should I have to accept goods like this from an online seller?
As mentioned for reasons of hygiene it isn't safe to use these products and I do not believe that Kylie Cosmetics can guarantee they have not been used as product is on the outside of the bottle.
If the products in question had a little scuff or mark then I could accept that as 'roughed up in transit' but the packaging is severely damaged and the product is not contained within the bottles. They are not acceptable.
Regards,
J[redacted]
The customers order was shipped on 6/17 and delivered on 7/8 which is inside the 10-15 business days transit time we advise on our website, see attached. The customer was advised via email today that according to usps tracking her order was delivered 7/8/16.
Hello,
The replacement packages for Candy K and Posie K lipsticks were sent out in 2 separate packages tracking 94[redacted]9 and tracking 94[redacted]86.
I ordered two items and instead was sent two WRONG items of lesser value. I have waited through their 48 hour customer service policy and they haven't replied.
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."
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.
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.
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,
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.
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.
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,
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.
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,
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.
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,
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,
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.
I have ordered several items; Great product, fast shipping and wonderful quality.
Hello,
Based on the customer information I was not able to locate an order or email email in Kylie Cosmetics. I...
have sent the customer an email requesting photos and an order number so that I can authenticate their claim and provide a swift resolution.
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.
Complaint: 11610248
I am rejecting this response because: as mentioned before the goods are faulty and leaking from the bottle. I would not buy goods like this from a shop so why should I have to accept goods like this from an online seller?
As mentioned for reasons of hygiene it isn't safe to use these products and I do not believe that Kylie Cosmetics can guarantee they have not been used as product is on the outside of the bottle.
If the products in question had a little scuff or mark then I could accept that as 'roughed up in transit' but the packaging is severely damaged and the product is not contained within the bottles. They are not acceptable.
Regards,
J[redacted]
Hello,
The customers order was shipped on 6/17 and delivered on 7/8 which is inside the 10-15 business days transit time we advise on our website, see attached. The customer was advised via email today that according to usps tracking her order was delivered 7/8/16.