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.
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.
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.
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.
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."
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
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...
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,
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."
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.
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.
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)
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.
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.
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."
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.
Hello,
For the customers’ order K1401790 the customer’s order was placed on 6/16 and the order was shipped on 6/21, our processing time frame...
is that an order ships in 3-5 business
days. This order shipped in 3 business days which is within our processing time that is listed on our website (see attached) and this information is listed on order confirmations.
There will be not refund of shipping issued to the customer, as there was no delay in our shipping process. Also in our 6/21 email to the customer we advised of our processing
time frame for orders, please see email below: “Orders are currently processing! (K1401790) Our processing time for orders is 3-5 days business days, business days do NOT include the weekend. Once shipped, your delivery time within the United States is 3-6 business days and 10-15 business days internationally. Please keep in mind that during the holidays, processing times may vary.Once your order ships 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.
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.
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.
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.
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."
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
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.
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,
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."
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.
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,
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,
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)
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.
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.
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."
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.
Hello,
For the customers’ order K1401790 the customer’s order was placed on 6/16 and the order was shipped on 6/21, our processing time frame...
is that an order ships in 3-5 business
days. This order shipped in 3 business days which is within our processing time that is listed on our website (see attached) and this information is listed on order confirmations.
There will be not refund of shipping issued to the customer, as there was no delay in our shipping process. Also in our 6/21 email to the customer we advised of our processing
time frame for orders, please see email below: “Orders are currently processing! (K1401790) Our processing time for orders is 3-5 days business days, business days do NOT include the weekend. Once shipped, your delivery time within the United States is 3-6 business days and 10-15 business days internationally. Please keep in mind that during the holidays, processing times may vary.Once your order ships you'll receive an email with tracking.”
Over priced! bad customer service!!!!