Complaint: 11614229
I am rejecting this response because:
Hello, sorry I haven't got back to you. I actually do have some information. after a month of putting my order in. A company sent conformation email ( I will forward you the email they sent me) They also sent me tracking number that doesn't exist at all. by the way this is the tracking number 94[redacted]75. I tried emailing the company back but I was blocked from emailing them/My emails was being rejected. I even tried emailing them using other account, It didn't work, I was also blocked from that. also the company that emailed me was a different account. this is the email they used <[email protected]>
Dear m[redacted],Thank you for your order from Kylie Cosmetics! We wanted to let you know that your order (#790) was shipped via USPS, USPS First Class Mail on 8/11/2016. You can track your package at any time using the link below.Shipped To:m[redacted]Welsfargo[redacted]MINNEAPOLIS, MN 55403-2216 USTrack Your Shipment: 94[redacted]75This shipment includes the following items:
Item #
Description
Qty
MatteLip03
Candy K | Lip Kit
1
Thank you for your business and we look forward to serving you in the future!Kylie CosmeticsPhone: Email: Website:
Regards,
M[redacted]
I am a completely satisfied Kylie customer. I have bought numerous products from her at different times, they have all come before the expected delivery time, and at a very reasonable price compared to other high end cosmetics like MAC. The break down is 15$/piece versus 30$+ at MAC. Also, when there was a minor defect on 1/3 of the glosses I purchased from her, without me even asking she resent ALL THREE. So now I have six for the price of three, never has such exquisite service been given to me when ordering online. The products are long lasting, and the colours are vibrant and highly pigmented and the scents are delightful!
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."
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.
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."
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.
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.
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
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?"
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.
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!!!
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.
Our email response time is 24-48 hours, per our policy, see attached. The customer emailed us on 9/26 and we responded today 9/27, this response...
was within
our promised response time. We are very sorry to hear that the customer received the incorrect order, as we are making our pack out team aware so this issue
does not occur in the future. Unfortunately, we would not be able to release any other customers information. Also today via email the customer was sent an
stating:
We're very sorry for the mix up! Please send us a clear picture of the products that you did receive, (with the kits names showing) and packing slip so the
stamped initial is visible. We'll get right back to you!
Once we receive this information from the customer we can then issue a replacement package.
[redacted]@gmail.com, [redacted]@gmail.com, and [redacted]@gmail.com. We have constantly been responding to all three email chains. In addition,
we do require that the customer provide the order number, so that we can authenticate that the order was made through Kyliecosmetics.com. Until the customer
provides the order number we cannot provide advisement.
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 $30.45 is the charge you are referring to.
Complaint: 11614229
I am rejecting this response because:
Hello, sorry I haven't got back to you. I actually do have some information. after a month of putting my order in. A company sent conformation email ( I will forward you the email they sent me) They also sent me tracking number that doesn't exist at all. by the way this is the tracking number 94[redacted]75. I tried emailing the company back but I was blocked from emailing them/My emails was being rejected. I even tried emailing them using other account, It didn't work, I was also blocked from that. also the company that emailed me was a different account. this is the email they used <[email protected]>
Dear m[redacted],Thank you for your order from Kylie Cosmetics! We wanted to let you know that your order (#790) was shipped via USPS, USPS First Class Mail on 8/11/2016. You can track your package at any time using the link below.Shipped To:m[redacted]Welsfargo[redacted]MINNEAPOLIS, MN 55403-2216 USTrack Your Shipment: 94[redacted]75This shipment includes the following items:
Item #
Description
Qty
MatteLip03
Candy K | Lip Kit
1
Thank you for your business and we look forward to serving you in the future!Kylie CosmeticsPhone: Email: Website:
Regards,
M[redacted]
I am a completely satisfied Kylie customer. I have bought numerous products from her at different times, they have all come before the expected delivery time, and at a very reasonable price compared to other high end cosmetics like MAC. The break down is 15$/piece versus 30$+ at MAC. Also, when there was a minor defect on 1/3 of the glosses I purchased from her, without me even asking she resent ALL THREE. So now I have six for the price of three, never has such exquisite service been given to me when ordering online. The products are long lasting, and the colours are vibrant and highly pigmented and the scents are delightful!
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."
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.
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."
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.
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,
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,
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,
This does not appear to be an order number with kylie cosmetics, our order numbers start with the letter K.
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.
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!!!
No problems. Received confirmations quickly. Bought enough times to see improvements of the business.
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,
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.
Our email response time is 24-48 hours, per our policy, see attached. The customer emailed us on 9/26 and we responded today 9/27, this response...
was within
our promised response time. We are very sorry to hear that the customer received the incorrect order, as we are making our pack out team aware so this issue
does not occur in the future. Unfortunately, we would not be able to release any other customers information. Also today via email the customer was sent an
stating:
We're very sorry for the mix up! Please send us a clear picture of the products that you did receive, (with the kits names showing) and packing slip so the
stamped initial is visible. We'll get right back to you!
Once we receive this information from the customer we can then issue a replacement package.
The customer has emailed our...
customer service from 3 different email addresses
[redacted]@gmail.com, [redacted]@gmail.com, and [redacted]@gmail.com. We have constantly been responding to all three email chains. In addition,
we do require that the customer provide the order number, so that we can authenticate that the order was made through Kyliecosmetics.com. Until the customer
provides the order number we cannot provide advisement.
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.