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.
In order to authenticate the customers claim, today 7/6 the customer was emailed and asked for photos that reflect the issue they are describing. Once we receive the photos then we can take action in resolving this issue for the customer.
Our procedure is that we do not send out replacement thank you cards if the customer has not received one or if it's damaged. We advised the customer that this card being sent them was an exception. Since this is a postcard we sent it through regular mail with a stamp, therefore there was no tracking number.
Hello,
In the customers' 9/26 email she stated (the following is exact customer verbiage), "It felt very heavy which was unusual when I...
opened it it contained a box of
rocks and a newspaper clipping fro Newport Oregon and no Kylie cosmetics." I can confirm that we only paid for shipping that would accommodate a package
with a maximum weight of 7 oz., therefore a package was not shipped with rocks. As the rocks the customer sent would weigh well over 7 oz, and please note
our black boxes by themselves weigh 5 oz. In addition, in our facility we exclusively only ship Kylie Cosmetics. Based on this information it is impossible that the
customer received a package from Kylie Cosmetics containing rocks, there will be no replacement package issued.
Complaint: 11638415
I am rejecting this response because:
If I had sharpened the pencil within 14-30 days of purchase then I would have sent the email. How would I know that they are selling product that doesn't work? I emailed them as soon as I attempted to sharpen the pencil and it didn't work.
Regards,
A[redacted]
Complaint: 11600269
I am rejecting this response because: being a frequent buyer of Kylie Cosmetics I expect to receive quality product. Seeing as I received two half empty containers of metallic liquid lipstick and a lip liner that completely slides out of the container is unacceptable. Once I expressed my complains, the company refers me to a policy and that the date of purchase has expired its time frame to report damaged products. I explained that I am a frequent buyer and have spent $500 on their products, that being said I have a large variety of their liquid lipsticks so I don't use the same color everyday so I would not have come across a problem until I needed sharpen my lip liner. As well my metallic colors I did not notice this problem until many other have made the same problem with their product. I accepted that I was not going to receive a replacement because of this policy.
Until the purchase and arrival of the new Kyshadow pallet. The pallet is advertised as coming with a special note with anyone who is able to purchase one. Seeing that I was able to purchase one even though it completely sold out. I responded and explained that I was missing this note and would just like to be send a replacement. Seeing that it is advertised with it and my money pays for everything included. This note is a lenticular printed note that has an animation affect when it moves. I was denied a note with no explanation on why I didn't receive one. They have done nothing for my faulty products and are not sending their customers their entire purchasing experience that is promised and with no explanation.
I am very disappointed in their company's customer service and I will no longer purchase anything from Kylie Cosmetics again. Nor will I reccomend their products to anyone seeing as they will only receive half empty containers and broken lip liners upon purchase
I purchased a kylie lip kit and a lip gloss. I never received my package and the website does not have a customer service number so absolutely nobody can help me. I feel like I have been scammed
Hello,
I was able to locate the emails the customer sent it. The customer has emailed from 2 different emails on this same issue. We advised the order was...
refunded in response to
email [redacted]@hotmail.com, and the other email chain [redacted][email protected], we advised that we will handle the issue from [redacted]@hotmail.com. On 8/16 the
customer was advised their order K1109638 was refunded. We advise to ensure you check your Visa card ending in 3017, see attached showing the refund was processed in
our system. The refund was processed on 6/6, and it should be on the customers statement about 7-12 business days after that date.
As previously advised the order was shipped within the time frame promised, and as stated on our order confirmations and our email responses that
processing is 3-5 business days and as soon as the order ships an email with tracking will be sent to you. It is not necessary to send multiple emails.
As the order had not shipped that is why the customer was advised their order was still processing, there was not further information to provide than to advise the order was still
processing.
Soooo. Bought 2 lip kits over a week ago. Processed my credit card. Said it was 3-5 business days to process my order. Still no confirmation on shipping so I'm guessing it hasn't shipped yet. I'm mad at myself for giving these people my money!
I placed my order and was promised two free items. When I got the order the free items were not in my box. I emailed the company several times asking to speak to someone since all the responses to my emails were that since the items were free they could not send them to me. I will continue to email them until I get a phone number or a phone call. I would not recommend this company. I am highly disappointed in their customer service. They are disgraceful.
I checked our system and your address was quite long so it cut off half of the address portion. Based on this, I don't believe your...
package is going to get to you. I am so sorry about this! But we can send out a new package, please confirm your entire ship to address. Please note that I will be manually inputting the order myself to ensure that no part of your address will get cut off with this order.
Complaint: 11548964
I am rejecting this response because:
The package has been located at the usps shipper never put an apartment number on the label.
Regards,
R[redacted]
I have ordered from Kylie Cosmetics 3 times and I have never had a problem with my delivery or with the products. I have received my package when it was stated I would. I love the products and their service.
I have ordered from Kylie Cosmetics 4 different times and every time I have received my order every time in a timely fashion. Yes sometimes it took a little longer to ship than I would have liked especially in the beginning but they were just starting out and with the magnitude of kits being shipped and the high demand I excepted that. I have always received exactly what I ordered and the lip kits, glosses, and metal liquids were all full to the top. To everyone saying the colors can be different remember the same shade of ANY lipstick or gloss can look totally different on two people because your skin tone and lip color can alter the apperance of the color, also primer, conceler, or mositureizer can change the color as well. And since you can only purchase these offline you know pictures can be altered to look different so that could effect the apperance of the shade in the photo.
Via email on 7/12 the customer was advised, "Sorry for the inconvenience! We'll have a 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." To confirm
we are...
Tahoma, sans-serif;">We only issue replacements for damaged product itself we do not issue replacement packaging. As the photos sent do not reflect issues with the product or
damage to the product. The customer was also told via email on 2 separate occasions we will not be sending replacements, see email chain attached.
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,
In order to authenticate the customers claim, today 7/6 the customer was emailed and asked for photos that reflect the issue they are describing. Once we receive the photos then we can take action in resolving this issue for the customer.
Hello,
Our procedure is that we do not send out replacement thank you cards if the customer has not received one or if it's damaged. We advised the customer that this card being sent them was an exception. Since this is a postcard we sent it through regular mail with a stamp, therefore there was no tracking number.
Complaint: 11552253
I am rejecting this response...
because:
Regards,
G[redacted]
Ok, lets wait and see how it goes.thank you!
Hello,
In the customers' 9/26 email she stated (the following is exact customer verbiage), "It felt very heavy which was unusual when I...
opened it it contained a box of
rocks and a newspaper clipping fro Newport Oregon and no Kylie cosmetics." I can confirm that we only paid for shipping that would accommodate a package
with a maximum weight of 7 oz., therefore a package was not shipped with rocks. As the rocks the customer sent would weigh well over 7 oz, and please note
our black boxes by themselves weigh 5 oz. In addition, in our facility we exclusively only ship Kylie Cosmetics. Based on this information it is impossible that the
customer received a package from Kylie Cosmetics containing rocks, there will be no replacement package issued.
Complaint: 11638415
I am rejecting this response because:
If I had sharpened the pencil within 14-30 days of purchase then I would have sent the email. How would I know that they are selling product that doesn't work? I emailed them as soon as I attempted to sharpen the pencil and it didn't work.
Regards,
A[redacted]
Complaint: 11600269
I am rejecting this response because: being a frequent buyer of Kylie Cosmetics I expect to receive quality product. Seeing as I received two half empty containers of metallic liquid lipstick and a lip liner that completely slides out of the container is unacceptable. Once I expressed my complains, the company refers me to a policy and that the date of purchase has expired its time frame to report damaged products. I explained that I am a frequent buyer and have spent $500 on their products, that being said I have a large variety of their liquid lipsticks so I don't use the same color everyday so I would not have come across a problem until I needed sharpen my lip liner. As well my metallic colors I did not notice this problem until many other have made the same problem with their product. I accepted that I was not going to receive a replacement because of this policy.
Until the purchase and arrival of the new Kyshadow pallet. The pallet is advertised as coming with a special note with anyone who is able to purchase one. Seeing that I was able to purchase one even though it completely sold out. I responded and explained that I was missing this note and would just like to be send a replacement. Seeing that it is advertised with it and my money pays for everything included. This note is a lenticular printed note that has an animation affect when it moves. I was denied a note with no explanation on why I didn't receive one. They have done nothing for my faulty products and are not sending their customers their entire purchasing experience that is promised and with no explanation.
I am very disappointed in their company's customer service and I will no longer purchase anything from Kylie Cosmetics again. Nor will I reccomend their products to anyone seeing as they will only receive half empty containers and broken lip liners upon purchase
Regards,
J[redacted]
I purchased a kylie lip kit and a lip gloss. I never received my package and the website does not have a customer service number so absolutely nobody can help me. I feel like I have been scammed
Hello,
I was able to locate the emails the customer sent it. The customer has emailed from 2 different emails on this same issue. We advised the order was...
refunded in response to
email [redacted]@hotmail.com, and the other email chain [redacted][email protected], we advised that we will handle the issue from [redacted]@hotmail.com. On 8/16 the
customer was advised their order K1109638 was refunded. We advise to ensure you check your Visa card ending in 3017, see attached showing the refund was processed in
our system. The refund was processed on 6/6, and it should be on the customers statement about 7-12 business days after that date.
As previously advised the order was shipped within the time frame promised, and as stated on our order confirmations and our email responses that
processing is 3-5 business days and as soon as the order ships an email with tracking will be sent to you. It is not necessary to send multiple emails.
As the order had not shipped that is why the customer was advised their order was still processing, there was not further information to provide than to advise the order was still
processing.
Soooo. Bought 2 lip kits over a week ago. Processed my credit card. Said it was 3-5 business days to process my order. Still no confirmation on shipping so I'm guessing it hasn't shipped yet. I'm mad at myself for giving these people my money!
I placed my order and was promised two free items. When I got the order the free items were not in my box. I emailed the company several times asking to speak to someone since all the responses to my emails were that since the items were free they could not send them to me. I will continue to email them until I get a phone number or a phone call. I would not recommend this company. I am highly disappointed in their customer service. They are disgraceful.
I checked our system and your address was quite long so it cut off half of the address portion. Based on this, I don't believe your...
package is going to get to you. I am so sorry about this! But we can send out a new package, please confirm your entire ship to address. Please note that I will be manually inputting the order myself to ensure that no part of your address will get cut off with this order.
Complaint: 11548964
I am rejecting this response because:
The package has been located at the usps shipper never put an apartment number on the label.
Regards,
R[redacted]
I have ordered from Kylie Cosmetics 3 times and I have never had a problem with my delivery or with the products. I have received my package when it was stated I would. I love the products and their service.
I have ordered from Kylie Cosmetics 4 different times and every time I have received my order every time in a timely fashion. Yes sometimes it took a little longer to ship than I would have liked especially in the beginning but they were just starting out and with the magnitude of kits being shipped and the high demand I excepted that. I have always received exactly what I ordered and the lip kits, glosses, and metal liquids were all full to the top. To everyone saying the colors can be different remember the same shade of ANY lipstick or gloss can look totally different on two people because your skin tone and lip color can alter the apperance of the color, also primer, conceler, or mositureizer can change the color as well. And since you can only purchase these offline you know pictures can be altered to look different so that could effect the apperance of the shade in the photo.
Hello,
Kylie Cosmetics does not charge a monthly fee of $3.00, the only time the customer is charged is at the time they place their order.
Hello,
Via email on 7/12 the customer was advised, "Sorry for the inconvenience! We'll have a 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." To confirm
we are...
sending out a replacement of K1778256.
Tahoma, sans-serif;">We only issue replacements for damaged product itself we do not issue replacement packaging. As the photos sent do not reflect issues with the product or
damage to the product. The customer was also told via email on 2 separate occasions we will not be sending replacements, see email chain attached.