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]
Inconsistent quality of products. Product I bought was patchy and crumbled off my lips after a couple minutes of wear. It was not worth the price or wait.
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.
I currently have 1 gloss and 5 lip kits and I without a doubt love them all! The second I place my order I get my conformation email and it all arrives to my house in the mailbox with in a weeks worth of time. I have had no problems with the product or anything and I love how now her cosmetics are very easy to purchase!
Thanks Kylie <3
I ordered from kylie cosmetics multiple times never a problem until today. I order 2 items, bronze palette and mini matte liquid lipsticks, which I paid $78.00 for and I received a kylie box with nothing except the order receipt, foam and a holiday card. I have contacted the customer service for the website and have yet to get a response. I am absolutely livid. The fact that someone has either stolen or my package was never placed inside is ridiculous! I demand someone either refund me or send me a replacement. There is no way I am losing my money on this.
The customer was advised via email today to file a claim with USPS, and once they receive the claim number to email it back to us. Once we receive the USPS claim number from the customer we can issue a replacement package.
Hello,
To ensure that there is no order the customer was advised to provide the below information, we are pending the customers information before we can take any action. The customer was sent the below email today 7/7:
"So we can double check to make sure that the order did not go through can you provide me with the below:
What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order?Also, what email address was the order placed under? If we cannot locate an approved charge can you send me a screen shot of your bank statement showing the posted charge so we can look into this for you."
Terrible experience. I ordered a product and received a completely different product than what I paid for. I emailed them for a week straight to no avail and they finally responded saying they would send a new package in the mail and I will receive a confirmation in 8-10 business days. While this may seem great, I have been waiting and I still not have received the shipping confirmation. I unfortunately ordered another palette that same day and I have yet to receive a shipping confirmation for that. This was over a week and a half ago. I am extremely frustrated. I feel cheated and helpless as a consumer. I feel as if $82 was stolen from me. I have continued to contact customer service but they have yet to respond. This is a large company with enough funding to hire an adequate amount of staff for the orders they are taking in. Fix it.
Hello,
On 7/20 the customer was emailed the below, to advise that our product is filled and we advised that the thicker constancy of the product can cause the discrepancy with the customer feeling like there is missing product.
"Helvetica Neu "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."
Placed an order last week and after 5 days never got an email with my shipping details. I emailed customer service 3 times and got a response within 2 days and was told that they were working on it. Then received another email from a different person in customer service stating my account was cancelled due to a payment not being ful fuilled and they did indeed charge me and I have the confirmation that the payment went thru and they had the nerves to say that. So with all this disappointed I cancelled my order. This was my second time ordering and I was very disappointed. I had no problems the first time I ordered. No one at customer service even bother to look into my account but did say I didn't pay and that they cancelled my account when that wasn't true, I emailed them to cancel it since they never sent my lip kit.
Unfortunately the customers’ main concern was not address in our customer service response. The customer was asking for a refund on shipping, which per our policy we do not offer, see attached. All orders that are made separately must ship separately and be charged separately for...
Our response time is 24-48 hours and can be extended during and after our launches, we had a restock on 8/19 and launched new product on 8/23, and that is the reason for
the delay in our response. The customer did email us
1em;">continuously from 8/20 to 8/24, and continuously emailing us also causes a delay in our response time. We do recommend
to email customer service once to ensure a timely response. We did respond on 8/24 advising we will be sending a replacement package of the missing 3 Leo Kits.
To confirm that the only party that would need to pay a customs fee is the customer, Kylie Cosmetics does not pay customs fees. Unfortunately there was an error in the
package so the customer did not incur any customs fees. When the package was labeled with the correct values the customers pay the customs fees. When shipping
internationally we are required to list a value on the package. Please note that the value listed must be for the price of the goods being shipped. Any of the duties/customs fees that you
incur when picking up your package are solely regulated by your country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs fees are not refundable, and this information is
located on our shipping page. (see attached)
As advised, your order number you provided is not an order number from Kylie Cosmetics. Please contact the company you did make the order with as they can best assist you
with your inquiry.
I will never order from this company again. We ordered the Holiday Collection for $325, and we were missing almost 1/2 of the products. I have reached out to Kylie Cosmetics 3 times now and have not received a response back. They don't even have a phone number to call, everything is done via email.
Today 9/27 via email the customer was emailed there tracking number, see email below. In addition, our shipping system sends an email with tracking once an order ships, since
this order has shipped an email was sent to [redacted]@yahoo.com.
"Hi O[redacted]
Your order has shipped! Tracking: 94[redacted]1Please allow 24-48 hours for your tracking to update. Thank you!"
As advised below once an order is placed it is final in our system and we are not able to modify it or...
change it. Since our policy does not allow us to modify orders the order will remain as is
with 2 Heir and 1 Candy K. Unfortunately we do not accept returns so we would be unable to take back the Heir. Please see our policies attached.
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]
Inconsistent quality of products. Product I bought was patchy and crumbled off my lips after a couple minutes of wear. It was not worth the price or wait.
I have ordered several items; Great product, fast shipping and wonderful quality.
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.
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.
I currently have 1 gloss and 5 lip kits and I without a doubt love them all! The second I place my order I get my conformation email and it all arrives to my house in the mailbox with in a weeks worth of time. I have had no problems with the product or anything and I love how now her cosmetics are very easy to purchase!
Thanks Kylie <3
I ordered from kylie cosmetics multiple times never a problem until today. I order 2 items, bronze palette and mini matte liquid lipsticks, which I paid $78.00 for and I received a kylie box with nothing except the order receipt, foam and a holiday card. I have contacted the customer service for the website and have yet to get a response. I am absolutely livid. The fact that someone has either stolen or my package was never placed inside is ridiculous! I demand someone either refund me or send me a replacement. There is no way I am losing my money on this.
Hello,
The customer was advised via email today to file a claim with USPS, and once they receive the claim number to email it back to us. Once we receive the USPS claim number from the customer we can issue a replacement package.
Hello,
To ensure that there is no order the customer was advised to provide the below information, we are pending the customers information before we can take any action. The customer was sent the below email today 7/7:
"So we can double check to make sure that the order did not go through can you provide me with the below:
What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order?Also, what email address was the order placed under? If we cannot locate an approved charge can you send me a screen shot of your bank statement showing the posted charge so we can look into this for you."
Terrible experience. I ordered a product and received a completely different product than what I paid for. I emailed them for a week straight to no avail and they finally responded saying they would send a new package in the mail and I will receive a confirmation in 8-10 business days. While this may seem great, I have been waiting and I still not have received the shipping confirmation. I unfortunately ordered another palette that same day and I have yet to receive a shipping confirmation for that. This was over a week and a half ago. I am extremely frustrated. I feel cheated and helpless as a consumer. I feel as if $82 was stolen from me. I have continued to contact customer service but they have yet to respond. This is a large company with enough funding to hire an adequate amount of staff for the orders they are taking in. Fix it.
Hello,
The customer received the correct shade of lip liner, the lip liner is made to be 10-20% darker than the liquid lipstick itself.
Hello,
On 7/20 the customer was emailed the below, to advise that our product is filled and we advised that the thicker constancy of the product can cause the discrepancy with the customer feeling like there is missing product.
"Helvetica Neu "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."
Placed an order last week and after 5 days never got an email with my shipping details. I emailed customer service 3 times and got a response within 2 days and was told that they were working on it. Then received another email from a different person in customer service stating my account was cancelled due to a payment not being ful fuilled and they did indeed charge me and I have the confirmation that the payment went thru and they had the nerves to say that. So with all this disappointed I cancelled my order. This was my second time ordering and I was very disappointed. I had no problems the first time I ordered. No one at customer service even bother to look into my account but did say I didn't pay and that they cancelled my account when that wasn't true, I emailed them to cancel it since they never sent my lip kit.
Unfortunately the customers’ main concern was not address in our customer service response. The customer was asking for a refund on shipping, which per our policy we do not offer, see attached. All orders that are made separately must ship separately and be charged separately for...
shipping.
Hello,
Our response time is 24-48 hours and can be extended during and after our launches, we had a restock on 8/19 and launched new product on 8/23, and that is the reason for
the delay in our response. The customer did email us
1em;">continuously from 8/20 to 8/24, and continuously emailing us also causes a delay in our response time. We do recommend
to email customer service once to ensure a timely response. We did respond on 8/24 advising we will be sending a replacement package of the missing 3 Leo Kits.
Hello,
To confirm that the only party that would need to pay a customs fee is the customer, Kylie Cosmetics does not pay customs fees. Unfortunately there was an error in the
package so the customer did not incur any customs fees. When the package was labeled with the correct values the customers pay the customs fees. When shipping
internationally we are required to list a value on the package. Please note that the value listed must be for the price of the goods being shipped. Any of the duties/customs fees that you
incur when picking up your package are solely regulated by your country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs fees are not refundable, and this information is
located on our shipping page. (see attached)
Hello,
As advised, your order number you provided is not an order number from Kylie Cosmetics. Please contact the company you did make the order with as they can best assist you
with your inquiry.
I will never order from this company again. We ordered the Holiday Collection for $325, and we were missing almost 1/2 of the products. I have reached out to Kylie Cosmetics 3 times now and have not received a response back. They don't even have a phone number to call, everything is done via email.
Today 9/27 via email the customer was emailed there tracking number, see email below. In addition, our shipping system sends an email with tracking once an order ships, since
this order has shipped an email was sent to [redacted]@yahoo.com.
"Hi O[redacted]
Your order has shipped! Tracking: 94[redacted]1Please allow 24-48 hours for your tracking to update. Thank you!"
Hello,
As advised below once an order is placed it is final in our system and we are not able to modify it or...
change it. Since our policy does not allow us to modify orders the order will remain as is
with 2 Heir and 1 Candy K. Unfortunately we do not accept returns so we would be unable to take back the Heir. Please see our policies attached.