I ordered $100 worth of lip stick from Kylie Cosmetics and never received my order. I have attempted to contact them via email(which is the ONLY way to contact them) and have not received a response after more than 2 weeks.
The customer was advised via email today 7/7 to file a claim with USPS, and provide us with the claim number as we need this claim number to issue a replacement package.
Based on the customers’ contact information, there is no email from this customer, there is no order number linked to their name or email address, and under the customers’
account there have not been any orders placed, please see attached. Also on our website kyliecosmetics.com, our contact information which is our customer service email, [email protected], is listed under our FAQ page and the contact us link (see attached). In addition, the customer mentioned “the process to return is
complicated” , and our website states that we do not accept returns, see attached.
I ordered Koko K, I actually ended up recieving dolce K though. I contacted them and they sent out Koko K immediately. So I honestly didn't mind the mix up because I got two lip kits for the price of one. I also really enjoy the lip kits themselves.
I bought Posie K and Kymajasty for my girlfriend, she used Posie K three times and it burned her lips. I emailed Kylie Cosmetics and they said she isn't applying the lipstick on correctly. So then I emailed back saying she knows how to apply lipstick and sent a picture of her lips. Emailed them back because her lips were burning after she wore the lipstick. And Kylie Cosmetics emailed back for the last time they don't know what is in the formula yet and they couldn't do anything about my girlfriend and her lips getting burned.
Then with the Kymajasty the package never came I emailed Kylie Cosmetics they told me to wait a few days. I emailed them back and they told me they can't do anything about it if it was stolen.
Please note that the initial start of this issue was 11/16, and it has only been 3 business days. The refund can take up to 12 business days to return to your bank,
at this time it has not been 12 business days. As we are not affiliated with your banking institution we are not able to speed up the process.
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. The customer continuously emailed Kylie Cosmetics from the same email chain bringing...
him to the front of the queue with the newest emails. We do answer the oldest emails first that is why his email was not answered. We have responded to the customers’ emails, and we are working on getting this issue solved and providing the customer with a resolution.
For order K1574791 that the customer is stating she has not received, we requested that she file a...
missing package claim with USPS. Once she receives the claim number send it ito us so that we can issue her a one time courtesy replacement.
For order K553526 I reviewed the lip gloss photos of the brushes, and I advised the customer I will be issuing her a one time courtesy replacement of Like, Literally, and So Cute.
In reviewing the email trail we have responded to the customer within our promised response time of 24-48 hours, and this is listed on our site see attached. The customer was
emailed today and advised, "
font-family: "Helvetica Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">So sorry you did not receive your items. No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so
that there isn't another issue?" The customer advised they don't have an alternative address. We responded and asked for them to confirm their ship to address to be sure it is
correct when we send our your replacement package.
We would like to confirm that the customer’s last email from 7/15, (“If you really want to build a...
brand you need to first treat your consumers…”) did receive a response from Kylie
Cosmetics on 7/16, stating, “Our lip pencils are intended to be 10-20% darker than the liquid lipstick itself. This helps define your lips and keeps application crisp and
clean! I hope this clears up your concern!” Please also see attached documentation showing the customers’ full email, and our response. In addition the customers’ photos
of Koko reflected the correct shade, and therefore she was provided with a response advising her that there was no issue with the shade she received. For Mary Jo K, we
recommend to remove the product with Baby Oil. We have a few tips for application: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 are pending taking any action until the customer sends us a photo of the liner and what the product looks like after an application. The customer has been sent an email request today for these photos.
I just purchased my first kylie lipkit 5 days ago. And until now my orders hasn't been fulfilled. In the email, its says 3-5 business days to fulfill. So it is true that kylie cosmetics ship their products slow. I wish I get my product next week or I will demand for a refund
For Reign we advised via email, 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. To confirm our products are filled to net weight before leaving our facility. For Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty.
Complaint: 11549657
I am rejecting this response because:
I responded the next day to them with the pictures that they requested. They gave me tips to do before I put on the lipstick, all which I had already done. They claim that the formula has not been changed, yet the brushes are not even the same.
Regards,
[redacted]
It took two weeks for me to receive item, and I ordered before it sold out, not only that my friend and I ordered same day same time, and she received in a week! I may like her makeup but severely poor customer service and shipping of product that makes me no longer a customer! For the price I should have excellent customer service that addresses the issues, or try to keep me as a customer not someone who tells me to seek USPS! Best part the rep told me to ask my neighbor and that shipping tends to read wrong, couldn't believe it! #disappointed #getwithit #customerisalwaysright
As the customer was advised our email response time is 24-48 hours, and if the customer does "spam" us with emails it will delay our response time.
The customer was advised on 7/14 the product will ship in the next 2 business days, and once the product ships she will receive an email with
tracking.
It appears we responded to the customers email request to cancel the 2nd order placed. We responded requesting further information from the customer to enable us to locate their order that they wanted canceled. The customer responded twice in a row on the same email chain on 8/16 and...
8/18, unfortunately this caused the customer to be put the front of the queue with the new emails. Since we only answer the oldest emails first that is why the customers’ email was not answered. Also our email response time is 24-48 hours (see policy attached), and we do recommend that customers only send one email to ensure a timely response. I was able to locate the customers second order K2424053, and the order already shipped 94[redacted]65. Since the order has already shipped we are not able to cancel it, and the customer was advised this information via email today 8/20.
Hello,
Based on my research the customer was issued one return label to return 2 glosses back to us. Per the customers’ email she indicated that she used this return label we
provided to send back the...
glosses to us. Per the tracking number on the return label 94[redacted]82[redacted], the information on USPS.com only indicates that the tracking
number was issued but it was not received or scanned in by USPS. If USPS had received the package there would be scans on the attached indicating the package was in transit.
Since tracking still only indicates that a shipping label was created, I can only assume that it was lost with USP upon their initial receipt of the package. In this case I will be
issuing a replacement package to the customer of Posie and Koko gloss.
I am sorry that you are experiencing this issue. I reread your email chain and it seems as if your main concern is you feel that you...
received the same shade twice instead of 2 different shades (Maliboo and Dolce). In review of your 8/4 photo you provided I can see the difference in shades Maliboo is on the left and is lighter in hue and Dolce is on the right and is darker.
I ordered $100 worth of lip stick from Kylie Cosmetics and never received my order. I have attempted to contact them via email(which is the ONLY way to contact them) and have not received a response after more than 2 weeks.
Hello,
The customer was advised via email today 7/7 to file a claim with USPS, and provide us with the claim number as we need this claim number to issue a replacement package.
Based on the customers’ contact information, there is no email from this customer, there is no order number linked to their name or email address, and under the customers’
account there have not been any orders placed, please see attached. Also on our website kyliecosmetics.com, our contact information which is our customer service email,
[email protected], is listed under our FAQ page and the contact us link (see attached). In addition, the customer mentioned “the process to return is
complicated” , and our website states that we do not accept returns, see attached.
I ordered Koko K, I actually ended up recieving dolce K though. I contacted them and they sent out Koko K immediately. So I honestly didn't mind the mix up because I got two lip kits for the price of one. I also really enjoy the lip kits themselves.
I bought Posie K and Kymajasty for my girlfriend, she used Posie K three times and it burned her lips. I emailed Kylie Cosmetics and they said she isn't applying the lipstick on correctly. So then I emailed back saying she knows how to apply lipstick and sent a picture of her lips. Emailed them back because her lips were burning after she wore the lipstick. And Kylie Cosmetics emailed back for the last time they don't know what is in the formula yet and they couldn't do anything about my girlfriend and her lips getting burned.
Then with the Kymajasty the package never came I emailed Kylie Cosmetics they told me to wait a few days. I emailed them back and they told me they can't do anything about it if it was stolen.
Please note that the initial start of this issue was 11/16, and it has only been 3 business days. The refund can take up to 12 business days to return to your bank,
at this time it has not been 12 business days. As we are not affiliated with your banking institution we are not able to speed up the process.
Hello,
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. The customer continuously emailed Kylie Cosmetics from the same email chain bringing...
him to the front of the queue with the newest emails. We do answer the oldest emails first that is why his email was not answered. We have responded to the customers’ emails, and we are working on getting this issue solved and providing the customer with a resolution.
Hello,
For order K1574791 that the customer is stating she has not received, we requested that she file a...
missing package claim with USPS. Once she receives the claim number send it ito us so that we can issue her a one time courtesy replacement.
For order K553526 I reviewed the lip gloss photos of the brushes, and I advised the customer I will be issuing her a one time courtesy replacement of Like, Literally, and So Cute.
Hello,
In reviewing the email trail we have responded to the customer within our promised response time of 24-48 hours, and this is listed on our site see attached. The customer was
emailed today and advised, "
font-family: "Helvetica Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">So sorry you did not receive your items. No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so
that there isn't another issue?" The customer advised they don't have an alternative address. We responded and asked for them to confirm their ship to address to be sure it is
correct when we send our your replacement package.
Hello,
To be fair and consistent to all of our customers we are upholding our policy and we will not be accepting a return or issuing a replacement.
We would like to confirm that the customer’s last email from 7/15, (“If you really want to build a...
brand you need to first treat your consumers…”) did receive a response from Kylie
Cosmetics on 7/16, stating, “Our lip pencils are intended to be 10-20% darker than the liquid lipstick itself. This helps define your lips and keeps application crisp and
clean! I hope this clears up your concern!” Please also see attached documentation showing the customers’ full email, and our response. In addition the customers’ photos
of Koko reflected the correct shade, and therefore she was provided with a response advising her that there was no issue with the shade she received. For Mary Jo K, we
recommend to remove the product with Baby Oil. We have a few tips for application: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 are pending taking any action until the customer sends us a photo of the liner and what the product looks like after an application. The customer has been sent an email request today for these photos.
I just purchased my first kylie lipkit 5 days ago. And until now my orders hasn't been fulfilled. In the email, its says 3-5 business days to fulfill. So it is true that kylie cosmetics ship their products slow. I wish I get my product next week or I will demand for a refund
For Reign we advised via email, 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. To confirm our products are filled to net weight before leaving our facility. For Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty.
Complaint: 11549657
I am rejecting this response because:
I responded the next day to them with the pictures that they requested. They gave me tips to do before I put on the lipstick, all which I had already done. They claim that the formula has not been changed, yet the brushes are not even the same.
Regards,
[redacted]
It took two weeks for me to receive item, and I ordered before it sold out, not only that my friend and I ordered same day same time, and she received in a week! I may like her makeup but severely poor customer service and shipping of product that makes me no longer a customer! For the price I should have excellent customer service that addresses the issues, or try to keep me as a customer not someone who tells me to seek USPS! Best part the rep told me to ask my neighbor and that shipping tends to read wrong, couldn't believe it! #disappointed #getwithit #customerisalwaysright
As the customer was advised our email response time is 24-48 hours, and if the customer does "spam" us with emails it will delay our response time.
The customer was advised on 7/14 the product will ship in the next 2 business days, and once the product ships she will receive an email with
tracking.
It appears we responded to the customers email request to cancel the 2nd order placed. We responded requesting further information from the customer to enable us to locate their order that they wanted canceled. The customer responded twice in a row on the same email chain on 8/16 and...
8/18, unfortunately this caused the customer to be put the front of the queue with the new emails. Since we only answer the oldest emails first that is why the customers’ email was not answered. Also our email response time is 24-48 hours (see policy attached), and we do recommend that customers only send one email to ensure a timely response. I was able to locate the customers second order K2424053, and the order already shipped 94[redacted]65. Since the order has already shipped we are not able to cancel it, and the customer was advised this information via email today 8/20.
Hello,
Based on my research the customer was issued one return label to return 2 glosses back to us. Per the customers’ email she indicated that she used this return label we
provided to send back the...
glosses to us. Per the tracking number on the return label 94[redacted]82[redacted], the information on USPS.com only indicates that the tracking
number was issued but it was not received or scanned in by USPS. If USPS had received the package there would be scans on the attached indicating the package was in transit.
Since tracking still only indicates that a shipping label was created, I can only assume that it was lost with USP upon their initial receipt of the package. In this case I will be
issuing a replacement package to the customer of Posie and Koko gloss.
I am sorry that you are experiencing this issue. I reread your email chain and it seems as if your main concern is you feel that you...
received the same shade twice instead of 2 different shades (Maliboo and Dolce). In review of your 8/4 photo you provided I can see the difference in shades Maliboo is on the left and is lighter in hue and Dolce is on the right and is darker.