Love the packaging and the lip pencils. Bought nearly all the range - surprised at how much I was charged for uk customs. Tried 3 now candy k, posie and koko all didn't last long after drinking tea by 1 hr later all gone apart from outside stain of lip pencil - so disappointing definitely not extremely long wear. Totally disappointed and disheartened.
First, let me say that I love the Kylie lip products. The pigment is great, they last all day, and they don't dry my lips out even though they are matte. That said, the business is awful and I will not deal with them again. On 11/21, I ordered a $290 product. I immediately got an order confirmation, and I got a shipping/tracking number email two days later (showing the correct product). On 11/25, I got my package. It contained a $36 lipstick set that I did not order, and nothing else.
It took me 13 days, 18 emails of escalating tone, more than 50 comments on facebook, and more than a dozen tweets to get a response from customer service. And, when they replied, all it said was "your holiday box has shipped." No apology, no comment on their lack of communication, no regard for customer satisfaction whatsoever.
I'm not alone in this -- I've spoken to at least a dozen other customers on facebook who are in the same boat. The story is always the same: missing or wrong products, and no response from customer service.
This is no way to do business. It is obvious to any critical thinker that Kylie's sales have expanded at a rate that she cannot handle. The customer service department clearly cannot keep up with the issues that their sloppy fulfillment creates.
Hello,
Under the customers information including their name and email we are not able to locate an order, before we can assist the customer we do need a valid order number from
Kylie Cosmetics. The customer was...
sent the below email today 7/22:
"We are so sorry to hear you are experiencing this issue.
Before we can assist you further please provide the below. What is your order number so that we can take a quick look?"
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.
Everytime I have ordered from Kylie Cosmetics I have received my order in the time the company said I would. I also never have received the wrong product or damaged product. The lip kits are made very well and are long lasting as advertised.
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!"
Complaint: 11619302
I am rejecting this response because:I had filed a complaint with Revdex.com about Kylie Cosmetics almost 2 weeks ago about my package that was never delivered by USPS and wanted a replacement for it due to the fact I was not getting any respond back from Kylie Cosmetics customer service. Kylie Cosmetics did send me a replacement package after Revdex.com had contacted them regarding my complaint. I had received the replacement package yesterday and it was sent in an envelope which was suppose to be in a box because that's how they usually mail all their products. All 4 lipkits that was replaced was damaged. I had sent an email to Kylie Cosmetics customer service and sent a direct message on Instagram, but my messages was just being read and ignored. I am asking Kylie Cosmetics for a full refund for all 4 damaged lipkits purchased and will be so happy to return the replacement package that was damaged back. I'm tired of dealing with Kylie Cosmetics with this same issue for almost a month now.
I would like to send these damaged lipkits back and request for a full refund.
Regards,
N[redacted]
location of your parcel, and also if it is in the US I have asked them to see if they can update your zip code to 6149. Before I can provide a resolution I'd like to hear back from USPS. Please note USPS can take up to 2 business days to respond, once USPS updates me I will email you.
I ordered the three original metallic lip kits which I was thrilled to get. Upon receiving them Heir was open and had spilled everywhere. I was disappointed and although it was messy I just thought to contact the company (no big deal I thought). Well when I contacted them they asked to see a picture of the tube which I had already thrown away, but I did have a picture of the mess inside the box and all over the other lipkits before throwing it away. I saved it as proof, but apparently they did not think that was enough and literally dismissed my issue with no other solution or remediation. I was livid that I saved up money for a product I had high expectations for and this happened. I understand things arrived damaged, although packing could be better, but the customer service rep's inability to solve my problem and their dismissive nature was beyond poor and I still never received another one of my heir. That was the color I was most excited for and I refuse to buy another one or anything else from Kylie cosmetics due to their poor service practices. They literally make you feel as if they don't care and that it's not their problem. There's much better products and customer service elsewhere. Don't waste your time or money.
The customer was told via email today:
"Your item departed our USPS facility in NORFOLK, VA 23501 on July 11, 2016 at 4:12 am. The item is currently in transit to the destination.We're so sorry for the issue! It appears there is a slight tracking delay on USPS's end, we've contacted USPS and were told that packages are still moving, some are just missing a scan. Please allow a few days for your tracking to begin updating!"
I bought the Metallic liquid lip colors from this makeup brand because they were all the Rave on Youtube last month. I finally got my order in the first week of July, not only are the tubes not full, the colors are sheer and they stink. The smell is so overpowering it made my eyes water. After multiple emails to customer service no replacements, returns, or refunds were given. I think this cosmetics line is only another way to get publicity, but in a bad way. I used to watch the Kardashian show and I was excited when the cosmetics line came out. I saved up money from my online sales on ebay of my personal items to buy these colors, only to feel ripped off. Now I have several lipsticks aka lip glosses that I can't use because one they don't work and two they smell so horrible they make my allergies act up. Their customer service reps are rude, and very unprofessional. I thought about making my own youtube video about it, but there are so many out there already it is not worth my storage space on my devices to even record a video. I just ended up throwing them in the trash, as nobody I know wanted them, used or even brand new. They also heard the stories and read many blogs about how bad the products where. Had I done more research on this brand before buying it and wasting my money I would have stayed far, far away!
The customer has emailed us a few times prior to today and there is no complaint on the fill line of our products. The last email we have from the customer is from 4/17 where
we responded on 4/19 and asked for a photo, the customer did not respond. In order to...
assist the customer we would need the order number that she is speaking about and photos that reflect the issue described in her email.
Unfortunately we do not accept returns or exchanges, and in order to be fair and consistent we will be upholding our policy. In addition we advised, shade descriptions are open
for interpretation and tho both midtone berry and mauve are in the same shade family we feel the updated description more accurately describes the shade.
Hello,
I was not able to locate an email from the customer nor was I able to locate an order based on the information the customer provided. In order to assist this customer please advise them to provide me with the email they emailed customer service with. Once I have this information I...
Our response time form 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. The customer was emailed today 6/21, “Please return the incorrect order to
us, using the return label attached. Once we receive the product back, we will issue a new replacement package to you.” We do need the incorrect product in order to give the
customer her correct order.
I've purchased previous times kylies lip kits, until my last time that I received a product which wasn't at all what I wanted. The lipstick was terrible quality and when I tried contacting them they refused to exchange it. Horrible customer service they do not try to make their customers happy. They even asked for proof of it and I sent it but no luck. they need to care about their customers.
Our response time for emails is 24-48 hours, and can be extended during and after launches; this information can be found on our website see attached. During the time the
customer was emailing us, we were launching...
product, that is the reason our response time was longer than 48 hours. It looks like we did ask for photos a second time, as we
needed a photo of the product the customer did receive, and this photo was not provided with the previously emailed photos. As we do not issue refunds, see policy attached, we
only issue replacements we will be issuing a replacement package of Ginger and Kristen to the customer.
We do not refund customs fees. Unfortunately this is based on your countries import laws. Please be aware that depending on your country’s regulations, International
orders may be subject to additional duty fees. This information can be found on our shipping page, see attached, and is available to view before placing an order.
Our response time form 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. The customer received an email on 7/23 advising her replacement in
processing, We are so sorry for this issue. We'll have a one time courtesy replacement package of order K1678364 sent out to you. Processing is 7-10 business days, once
your replacement package goes out you'll receive an email with tracking. We advise this is sent out as a courtesy, because the customer is not recharged for shipping or the
items.
The customer was emailed on 9/28 and advised that they would be issued a replacement package of the order K2909879 they had not received. Please see below for exact email verbiage customer was advised:
"Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Hello Yesenia,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.Thank you,"
Love the packaging and the lip pencils. Bought nearly all the range - surprised at how much I was charged for uk customs. Tried 3 now candy k, posie and koko all didn't last long after drinking tea by 1 hr later all gone apart from outside stain of lip pencil - so disappointing definitely not extremely long wear. Totally disappointed and disheartened.
First, let me say that I love the Kylie lip products. The pigment is great, they last all day, and they don't dry my lips out even though they are matte. That said, the business is awful and I will not deal with them again. On 11/21, I ordered a $290 product. I immediately got an order confirmation, and I got a shipping/tracking number email two days later (showing the correct product). On 11/25, I got my package. It contained a $36 lipstick set that I did not order, and nothing else.
It took me 13 days, 18 emails of escalating tone, more than 50 comments on facebook, and more than a dozen tweets to get a response from customer service. And, when they replied, all it said was "your holiday box has shipped." No apology, no comment on their lack of communication, no regard for customer satisfaction whatsoever.
I'm not alone in this -- I've spoken to at least a dozen other customers on facebook who are in the same boat. The story is always the same: missing or wrong products, and no response from customer service.
This is no way to do business. It is obvious to any critical thinker that Kylie's sales have expanded at a rate that she cannot handle. The customer service department clearly cannot keep up with the issues that their sloppy fulfillment creates.
Hello,
Under the customers information including their name and email we are not able to locate an order, before we can assist the customer we do need a valid order number from
Kylie Cosmetics. The customer was...
sent the below email today 7/22:
"We are so sorry to hear you are experiencing this issue.
Before we can assist you further please provide the below. What is your order number so that we can take a quick look?"
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.
Everytime I have ordered from Kylie Cosmetics I have received my order in the time the company said I would. I also never have received the wrong product or damaged product. The lip kits are made very well and are long lasting as advertised.
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!"
Complaint: 11619302
I am rejecting this response because:I had filed a complaint with Revdex.com about Kylie Cosmetics almost 2 weeks ago about my package that was never delivered by USPS and wanted a replacement for it due to the fact I was not getting any respond back from Kylie Cosmetics customer service. Kylie Cosmetics did send me a replacement package after Revdex.com had contacted them regarding my complaint. I had received the replacement package yesterday and it was sent in an envelope which was suppose to be in a box because that's how they usually mail all their products. All 4 lipkits that was replaced was damaged. I had sent an email to Kylie Cosmetics customer service and sent a direct message on Instagram, but my messages was just being read and ignored. I am asking Kylie Cosmetics for a full refund for all 4 damaged lipkits purchased and will be so happy to return the replacement package that was damaged back. I'm tired of dealing with Kylie Cosmetics with this same issue for almost a month now.
I would like to send these damaged lipkits back and request for a full refund.
Regards,
N[redacted]
Hello,
The customer received the below email today 7/7:
I have contacted USPS to find out the...
location of your parcel, and also if it is in the US I have asked them to see if they can update your zip code to 6149. Before I can provide a resolution I'd like to hear back from USPS. Please note USPS can take up to 2 business days to respond, once USPS updates me I will email you.
I ordered the three original metallic lip kits which I was thrilled to get. Upon receiving them Heir was open and had spilled everywhere. I was disappointed and although it was messy I just thought to contact the company (no big deal I thought). Well when I contacted them they asked to see a picture of the tube which I had already thrown away, but I did have a picture of the mess inside the box and all over the other lipkits before throwing it away. I saved it as proof, but apparently they did not think that was enough and literally dismissed my issue with no other solution or remediation. I was livid that I saved up money for a product I had high expectations for and this happened. I understand things arrived damaged, although packing could be better, but the customer service rep's inability to solve my problem and their dismissive nature was beyond poor and I still never received another one of my heir. That was the color I was most excited for and I refuse to buy another one or anything else from Kylie cosmetics due to their poor service practices. They literally make you feel as if they don't care and that it's not their problem. There's much better products and customer service elsewhere. Don't waste your time or money.
Hello,
The customer was told via email today:
"Your item departed our USPS facility in NORFOLK, VA 23501 on July 11, 2016 at 4:12 am. The item is currently in transit to the destination.We're so sorry for the issue! It appears there is a slight tracking delay on USPS's end, we've contacted USPS and were told that packages are still moving, some are just missing a scan. Please allow a few days for your tracking to begin updating!"
I bought the Metallic liquid lip colors from this makeup brand because they were all the Rave on Youtube last month. I finally got my order in the first week of July, not only are the tubes not full, the colors are sheer and they stink. The smell is so overpowering it made my eyes water. After multiple emails to customer service no replacements, returns, or refunds were given. I think this cosmetics line is only another way to get publicity, but in a bad way. I used to watch the Kardashian show and I was excited when the cosmetics line came out. I saved up money from my online sales on ebay of my personal items to buy these colors, only to feel ripped off. Now I have several lipsticks aka lip glosses that I can't use because one they don't work and two they smell so horrible they make my allergies act up. Their customer service reps are rude, and very unprofessional. I thought about making my own youtube video about it, but there are so many out there already it is not worth my storage space on my devices to even record a video. I just ended up throwing them in the trash, as nobody I know wanted them, used or even brand new. They also heard the stories and read many blogs about how bad the products where. Had I done more research on this brand before buying it and wasting my money I would have stayed far, far away!
Hello,
The customer has emailed us a few times prior to today and there is no complaint on the fill line of our products. The last email we have from the customer is from 4/17 where
we responded on 4/19 and asked for a photo, the customer did not respond. In order to...
assist the customer we would need the order number that she is speaking about and photos that reflect the issue described in her email.
Hello,
Unfortunately we do not accept returns or exchanges, and in order to be fair and consistent we will be upholding our policy. In addition we advised, shade descriptions are open
for interpretation and tho both midtone berry and mauve are in the same shade family we feel the updated description more accurately describes the shade.
Hello,
I was not able to locate an email from the customer nor was I able to locate an order based on the information the customer provided. In order to assist this customer please advise them to provide me with the email they emailed customer service with. Once I have this information I...
can provide a resolution for this customer.
Our response time form 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. The customer was emailed today 6/21, “Please return the incorrect order to
us, using the return label attached. Once we receive the product back, we will issue a new replacement package to you.” We do need the incorrect product in order to give the
customer her correct order.
Hello,
The request for review was sent over less than 24 hours ago. Please allow a few business days for us to review and resolve this issue.
I've purchased previous times kylies lip kits, until my last time that I received a product which wasn't at all what I wanted. The lipstick was terrible quality and when I tried contacting them they refused to exchange it. Horrible customer service they do not try to make their customers happy. They even asked for proof of it and I sent it but no luck. they need to care about their customers.
Our response time for emails is 24-48 hours, and can be extended during and after launches; this information can be found on our website see attached. During the time the
customer was emailing us, we were launching...
product, that is the reason our response time was longer than 48 hours. It looks like we did ask for photos a second time, as we
needed a photo of the product the customer did receive, and this photo was not provided with the previously emailed photos. As we do not issue refunds, see policy attached, we
only issue replacements we will be issuing a replacement package of Ginger and Kristen to the customer.
We do not refund customs fees. Unfortunately this is based on your countries import laws. Please be aware that depending on your country’s regulations, International
orders may be subject to additional duty fees. This information can be found on our shipping page, see attached, and is available to view before placing an order.
Our response time form 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. The customer received an email on 7/23 advising her replacement in
processing, We are so sorry for this issue. We'll have a one time courtesy replacement package of order K1678364 sent out to you. Processing is 7-10 business days, once
your replacement package goes out you'll receive an email with tracking. We advise this is sent out as a courtesy, because the customer is not recharged for shipping or the
items.
The customer was emailed on 9/28 and advised that they would be issued a replacement package of the order K2909879 they had not received. Please see below for exact email verbiage customer was advised:
"Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Hello Yesenia,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.Thank you,"