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,
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.
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.
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]
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: 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
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.
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,
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.
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.
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...
Unfortunately currently we do show that your orders placed were flagged as fraudulent. We do request this information so that we can further research and see why these orders were flagged as fraud, and unfortunately if we don't have the information from the customer future orders will be flagged as fraud also.
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.
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!
We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issued. The customer was advised there
was no issue via email, "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">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."
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.
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 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,
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.
Complaint: 11552253
I am rejecting this response...
because:
Regards,
G[redacted]
Ok, lets wait and see how it goes.thank you!
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.
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]
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: 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]
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.
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,
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.
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,
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.
Hello,
Unfortunately currently we do show that your orders placed were flagged as fraudulent. We do request this information so that we can further research and see why these orders were flagged as fraud, and unfortunately if we don't have the information from the customer future orders will be flagged as fraud also.
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.
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!
Hello,
We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issued. The customer was advised there
was no issue via email, "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-color: rgb(255, 255, 255);">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."
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.
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,
The customer was advised via email today: "Sorry for the inconvenience! We'll have a replacement package...
sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."
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.