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.
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
Helvetica, Verdana, Tahoma, sans-serif;">Today 11/28 via email the customer was advised: "Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for
all returned packages. You should see the refund in 7-12 business days."
This company is horribly mismanaged. Buyer beware!! I placed an order on November 7, 2016 and it is now December 6th and I still have not received my order! They had no problem charging my credit card on November 7th yet despite my repeated emails to their customer service department, I have no resolution, The email responses I receive back seem like pre-written, canned responses, not an actual reply to my specific email. stop saying orders take 3-5 BUSINESS days, not days of the week. We are well past that point. I have asked the company to cancel my order and provide me with a credit back to me credit card but that has not happened yet either so I am filing a dispute my CC company. Shameful company. Kylie Jenner, your name is on this business. If you have no interest in running it or hiring competent people to run your namesake company then get out of the business and quit STEALING consumers money. Because that is exactly what you have done is steal my money.
It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we...
have this policy in place in
order to be fair to all of our customers. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs The tracking number indicates that the
package stopped moving on 8/21/16, please see tracking number tracking number 94[redacted]93. As this is our policy stated on our FAQ page we
will be upholding our policy and not issuing a replacement package.
Today 8/29 via email the customer was advised:
"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?"
It appears the issue may with the address, in the order the customer put apartment 1##5 but in her email to customer service she put 1216. It appears to be an order entry
error. Based on this information the customer won't get their package. I will issue a one time courtesy replacement to the customers's address [redacted] Tampa FL 33602.
K1631476
K1631476
On 6/28, the customer was advised via email, "Unfortunately any further action that would need to be taken...
would be on your behalf, we do not file claims or contact the postal
services. As advised per our policy we do not replace missing or lost international orders, and we will be upholding this policy."
I received the incorrect product for my first order. They responded to my email within a day and sent me a replacement product (the one I ordered) at no additional charge. A subsequent order resulted in the product not being delivered, despite post office and the company website showing it had been delivered. Again, the company responded to my email within a day saying that sometimes the post office marks a package as delivered early. The rep suggested I reach out again after a few days. The next day, my package arrived. Although this company is plagued with delivery issues, I have had an outstanding experience with the product and, perhaps more importantly, with customer service.
Hello,
To ensure that the order was made through Kylie Cosmetics as there are other vendors that orders can be placed through, we need the customer to
provide an order number or a photo of the packing slip. We require photos to authenticate the issue you are having with the product. In addition, the
photos are used for our quality departments’ review. As the customer advised the product has been thrown away and cannot provide photos and
cannot provide an order number. We are not able to authenticate her claim that there is an issue with her product, nor can we authenticate if the
products were purchased through Kylie Cosmetics, and therefore we cannot issue an replacements.
This product is not worth the money I've spend on it plus delivery cost also custody costs which is 14for delivery and £14 customs charges
Product is so drying in my lips looks good only for a minute after eating is just coming off so easily!!!
At this point we can confidently advise the package has been lost with USPS. On 11/9 the customer was advised we will be issuing a one time...
courtesy
replacement package to the customer. As we want to confirm the correct address we are waiting to hear back from the customer for confirmation on this
information. Once the address is confirmed we can start to process the replacement package.
Hello,
To clarify the customer did not advise us that she was sick or ill, please see emails attached. and since the package was not claimed by her and Royal Mail it was returned back
to our Hub. Our representatives were merely stating our policy and we were empathetic to her...
concerns about how hard our lip kits are to get. Per our 7/22 email we advised, "Unfortunately, our policy requires that all returned packages are cancelled and refunded. So sorry for the inconvenience!" I am able to resend out the package back to the
customer as a one time courtesy but if this package unclaimed, returned back to us, or lost we will not be issuing another replacement.
I love Kylie Cosmetics products. I have made multiple purchases and had no problems with shipping or the products themselves. The quality of the products is exceptional. The products are exactly as advertised. I highly recommend Kylie Cosmetics.
Hello,
I emailed the customer today requesting photos. The exact verbiage that was used was, "
background-color: rgb(255, 255, 255);">We are so sorry to hear about your Kymajesty please provide photo reflecting that your
product "it is less than half full" and we will get back to you with a resolution. We do need photos that show exactly what the customer is describing before we can provide a resolution or a
replacement product.
for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.
"We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
Before we can provide the customer with a resolution, we'd like to double check to see if we can find the order they are referring to. Today 9/14 the customer was emailed and advised:
Helvetica, Verdana, Tahoma, sans-serif; background-color: rgb(255, 255, 255);">"Hello Gabriela,We'd like to double check for you. You stated, "I was charged twice for this order and have a another charge for $30.45 placed on the same day." If you have the
order number(s) please provide those. If you don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last 4
of the card is still 6363, and if you can reconfirm that $30.45 is the charge you are referring to.
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.
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
Helvetica, Verdana, Tahoma, sans-serif;">Today 11/28 via email the customer was advised: "Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for
all returned packages. You should see the refund in 7-12 business days."
This company is horribly mismanaged. Buyer beware!! I placed an order on November 7, 2016 and it is now December 6th and I still have not received my order! They had no problem charging my credit card on November 7th yet despite my repeated emails to their customer service department, I have no resolution, The email responses I receive back seem like pre-written, canned responses, not an actual reply to my specific email. stop saying orders take 3-5 BUSINESS days, not days of the week. We are well past that point. I have asked the company to cancel my order and provide me with a credit back to me credit card but that has not happened yet either so I am filing a dispute my CC company. Shameful company. Kylie Jenner, your name is on this business. If you have no interest in running it or hiring competent people to run your namesake company then get out of the business and quit STEALING consumers money. Because that is exactly what you have done is steal my money.
It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we...
have this policy in place in
order to be fair to all of our customers. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs The tracking number indicates that the
package stopped moving on 8/21/16, please see tracking number tracking number 94[redacted]93. As this is our policy stated on our FAQ page we
will be upholding our policy and not issuing a replacement package.
Hello,
Today 8/29 via email the customer was advised:
"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?"
Hello,
It appears the issue may with the address, in the order the customer put apartment 1##5 but in her email to customer service she put 1216. It appears to be an order entry
error. Based on this information the customer won't get their package. I will issue a one time courtesy replacement to the customers's address [redacted] Tampa FL 33602.
K1631476
K1631476
Hello,
On 6/28, the customer was advised via email, "Unfortunately any further action that would need to be taken...
would be on your behalf, we do not file claims or contact the postal
services. As advised per our policy we do not replace missing or lost international orders, and we will be upholding this policy."
I received the incorrect product for my first order. They responded to my email within a day and sent me a replacement product (the one I ordered) at no additional charge. A subsequent order resulted in the product not being delivered, despite post office and the company website showing it had been delivered. Again, the company responded to my email within a day saying that sometimes the post office marks a package as delivered early. The rep suggested I reach out again after a few days. The next day, my package arrived. Although this company is plagued with delivery issues, I have had an outstanding experience with the product and, perhaps more importantly, with customer service.
No problems. Received confirmations quickly. Bought enough times to see improvements of the business.
Hello,
This does not appear to be an order number with kylie cosmetics, our order numbers start with the letter K.
Hello,
To ensure that the order was made through Kylie Cosmetics as there are other vendors that orders can be placed through, we need the customer to
provide an order number or a photo of the packing slip. We require photos to authenticate the issue you are having with the product. In addition, the
photos are used for our quality departments’ review. As the customer advised the product has been thrown away and cannot provide photos and
cannot provide an order number. We are not able to authenticate her claim that there is an issue with her product, nor can we authenticate if the
products were purchased through Kylie Cosmetics, and therefore we cannot issue an replacements.
This product is not worth the money I've spend on it plus delivery cost also custody costs which is 14for delivery and £14 customs charges
Product is so drying in my lips looks good only for a minute after eating is just coming off so easily!!!
At this point we can confidently advise the package has been lost with USPS. On 11/9 the customer was advised we will be issuing a one time...
courtesy
replacement package to the customer. As we want to confirm the correct address we are waiting to hear back from the customer for confirmation on this
information. Once the address is confirmed we can start to process the replacement package.
Hello,
If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item...
at a time to test for any type of reaction before purchasing multiple items, as do
not currently have a return, refund or exchange policy.
Hello,
To clarify the customer did not advise us that she was sick or ill, please see emails attached. and since the package was not claimed by her and Royal Mail it was returned back
to our Hub. Our representatives were merely stating our policy and we were empathetic to her...
concerns about how hard our lip kits are to get. Per our 7/22 email we advised, "Unfortunately, our policy requires that all returned packages are cancelled and refunded. So sorry for the inconvenience!" I am able to resend out the package back to the
customer as a one time courtesy but if this package unclaimed, returned back to us, or lost we will not be issuing another replacement.
I love Kylie Cosmetics products. I have made multiple purchases and had no problems with shipping or the products themselves. The quality of the products is exceptional. The products are exactly as advertised. I highly recommend Kylie Cosmetics.
Hello,
I emailed the customer today requesting photos. The exact verbiage that was used was, "
background-color: rgb(255, 255, 255);">We are so sorry to hear about your Kymajesty please provide photo reflecting that your
product "it is less than half full" and we will get back to you with a resolution. We do need photos that show exactly what the customer is describing before we can provide a resolution or a
replacement product.
Hello,
We cannot issue refunds/replacements...
for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.
"We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
Hello,
Before we can provide the customer with a resolution, we'd like to double check to see if we can find the order they are referring to. Today 9/14 the customer was emailed and advised:
Helvetica, Verdana, Tahoma, sans-serif; background-color: rgb(255, 255, 255);">"Hello Gabriela,We'd like to double check for you. You stated, "I was charged twice for this order and have a another charge for $30.45 placed on the same day." If you have the
order number(s) please provide those. If you don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last 4
of the card is still 6363, and if you can reconfirm that $30.45 is the charge you are referring to.