Hello, On 8/the customer was advised that we were issuing a replacement package to them, and it would ship in the next 2-business daysThe customers' order shipped in 8/ and the customer was emailed the tracking number, [redacted]
I was first going to submit a complaint because I submitted an order on 11-and it was wrong when I received itI emailed their customer service times and received a reply that "someone would be with me shortly" but no one ever actually respondedBut I give their customer service big props actually, because today is 12-and I was surprised when I opened my mailbox and they had sent the correct order! Without me even having to send the wrong order backSo it seems their customer service has improved overall
Hello, To ensure that there is no order the customer was advised to provide the below information, we are pending the customers information before we can take any actionThe customer was sent the below email today 7/7: "So we can double check to make sure that the order did not go through can you provide me with the below: What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order?Also, what email address was the order placed under? If we cannot locate an approved charge can you send me a screen shot of your bank statement showing the posted charge so we can look into this for you."
Everytime I have ordered from Kylie Cosmetics I have received my order in the time the company said I wouldI also never have received the wrong product or damaged productThe lip kits are made very well and are long lasting as advertised
Complaint: I am rejecting this response because: Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damageThey obviously do not care about their customer's concerns and their service is abysmalLet this be a warning to others who are contemplating purchasing from this companyIf anything goes wrong and it is the company's fault, you may be stonewalled as I have beenI will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following Regards, J [redacted] ***
I received a product that I did not order and the customer service is absolutely horribleI received the wrong order on June 25th and still haven't received a email from the customer service team about getting the correct order
Hello, I am not able to find an email conversation in customer service under this customer, in order for us to best assist the customer we want to view the email chainPlease provide the email address you emailed from so that we can view the history and provide you with the best resolution
Hello, The customer has emailed us a few times prior to today and there is no complaint on the fill line of our productsThe last email we have from the customer is from 4/where we responded on 4/and asked for a photo, the customer did not respondIn order to assist the customer we would need the order number that she is speaking about and photos that reflect the issue described in her email
This company is horribly mismanaged Buyer beware!! I placed an order on November 7, 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-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
At first I was disappointed because I received someone else's orderHowever, I emailed the customer support, and after providing a few simple pictures, they sent my new package out the next day containing the correct orderSo I ended up getting two lip kits for freeVery happy customer! Great customer service!
Hello, Based on my research the customer was issued one return label to return glosses back to us Per the customers’ email she indicated that she used this return label we provided to send back the glosses to usPer the tracking number on the return label [redacted] [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 packageIn this case I will be issuing a replacement package to the customer of Posie and Koko gloss
I have ordered from Kylie Cosmetics different times and every time I have received my order every time in a timely fashionYes 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 thatI have always received exactly what I ordered and the lip kits, glosses, and metal liquids were all full to the topTo 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 wellAnd 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, Today 8/via email we responded to the customer and advised that we will be replacing all of the makeup that goes in the birthday bundleThe exact email verbiage the customer was advised, “ We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.”
Hello, Today 11/4, the customer was advised of the below: "Sorry for the confusion, it appears USPS miss scanned your package, and tracking now indicates that your package cleared customs on 11/4! I have added a screen shot below for your review:" (see screenshot of USPS attached)
Hello, The customer was advised the below via email today 7/13: 255);">"We are so sorry for this issueWe'll have a one time courtesy replacement package of Literally gloss sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with trackingI apologize for the confusionOur 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 and is not a defect or an indication of missing product." To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistencyThe customer did receive a bottle filled with the correct amount of product
Hello, After reviewing the photo and based on the knowledge that product does settle, the customer was provided the correct information on her 4/email where she was advised, " Neu Yes, that is the fill line for our shades; we fill them to this level to avoid leakageUsually, when the wand is inserted it will push product up, however this does not always happen-which was the case with yoursWe apologize for the confusion."
Hello, The customer only receive a replacement for Heir since the photo they provided showed an issue with HeirPer their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of productSince the photos did not reflect an issue their was no replacement issuedSee attached photo from customer
Complaint: I am rejecting this response because: Kylie cosmetics are the ones who have messed me around and caused this inconvenience They sent empty lipstick bottles, I contacted them they said send it all back and they'll replace itSo I did I didn't accidentally send my bag back for no reason! Instead of just replacing the empty ones with new ones you sent just the faulty items and left the rest of the items outIn a result they have now lost my cosmetic bag I sent back to themThis is complete bt! I bought the package for the cosmetic bag and the mini lipsticks if I knew I couldn't get this I wouldn't have ordered it instead maybe something cheaper like a lip kit in a nude!!! The policies you have are null and void because you stuff up and have inconvenienced your customerSo forget about it you should be looking after you customers firstThe birthday bundle kit is not what I ordered now it doesn't come with a cosmetic bag I don't want it because it's not what I ordered! I will not be using the other bt so it's just been a long exercise and very expensive!!! I don't have American dollars! This is the worst customer service I have ever experienced!!!! GIVE ME MY MONEG BACK!!! Regards, L [redacted]
Hello, The replacement packages for Candy K and Posie K lipsticks were sent out in separate packages tracking [redacted] [redacted] and tracking [redacted]
Hello, On 8/the customer was advised that we were issuing a replacement package to them, and it would ship in the next 2-business daysThe customers' order shipped in 8/ and the customer was emailed the tracking number, [redacted]
I was first going to submit a complaint because I submitted an order on 11-and it was wrong when I received itI emailed their customer service times and received a reply that "someone would be with me shortly" but no one ever actually respondedBut I give their customer service big props actually, because today is 12-and I was surprised when I opened my mailbox and they had sent the correct order! Without me even having to send the wrong order backSo it seems their customer service has improved overall
Hello, To ensure that there is no order the customer was advised to provide the below information, we are pending the customers information before we can take any actionThe customer was sent the below email today 7/7: "So we can double check to make sure that the order did not go through can you provide me with the below: What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order?Also, what email address was the order placed under? If we cannot locate an approved charge can you send me a screen shot of your bank statement showing the posted charge so we can look into this for you."
Everytime I have ordered from Kylie Cosmetics I have received my order in the time the company said I wouldI also never have received the wrong product or damaged productThe lip kits are made very well and are long lasting as advertised
Complaint: I am rejecting this response because: Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damageThey obviously do not care about their customer's concerns and their service is abysmalLet this be a warning to others who are contemplating purchasing from this companyIf anything goes wrong and it is the company's fault, you may be stonewalled as I have beenI will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following Regards, J [redacted] ***
I received a product that I did not order and the customer service is absolutely horribleI received the wrong order on June 25th and still haven't received a email from the customer service team about getting the correct order
Hello, I am not able to find an email conversation in customer service under this customer, in order for us to best assist the customer we want to view the email chainPlease provide the email address you emailed from so that we can view the history and provide you with the best resolution
Hello, The customer has emailed us a few times prior to today and there is no complaint on the fill line of our productsThe last email we have from the customer is from 4/where we responded on 4/and asked for a photo, the customer did not respondIn order to assist the customer we would need the order number that she is speaking about and photos that reflect the issue described in her email
This company is horribly mismanaged Buyer beware!! I placed an order on November 7, 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-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
At first I was disappointed because I received someone else's orderHowever, I emailed the customer support, and after providing a few simple pictures, they sent my new package out the next day containing the correct orderSo I ended up getting two lip kits for freeVery happy customer! Great customer service!
Hello, Based on my research the customer was issued one return label to return glosses back to us Per the customers’ email she indicated that she used this return label we provided to send back the glosses to usPer the tracking number on the return label [redacted] [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 packageIn this case I will be issuing a replacement package to the customer of Posie and Koko gloss
I have ordered from Kylie Cosmetics different times and every time I have received my order every time in a timely fashionYes 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 thatI have always received exactly what I ordered and the lip kits, glosses, and metal liquids were all full to the topTo 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 wellAnd 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, Today 8/via email we responded to the customer and advised that we will be replacing all of the makeup that goes in the birthday bundleThe exact email verbiage the customer was advised, “ We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.”
Hello, Today 11/4, the customer was advised of the below: "Sorry for the confusion, it appears USPS miss scanned your package, and tracking now indicates that your package cleared customs on 11/4! I have added a screen shot below for your review:" (see screenshot of USPS attached)
Hello, The customer was advised the below via email today 7/13: 255);">"We are so sorry for this issueWe'll have a one time courtesy replacement package of Literally gloss sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with trackingI apologize for the confusionOur 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 and is not a defect or an indication of missing product." To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistencyThe customer did receive a bottle filled with the correct amount of product
Hello, After reviewing the photo and based on the knowledge that product does settle, the customer was provided the correct information on her 4/email where she was advised, " Neu Yes, that is the fill line for our shades; we fill them to this level to avoid leakageUsually, when the wand is inserted it will push product up, however this does not always happen-which was the case with yoursWe apologize for the confusion."
Hello, The customer only receive a replacement for Heir since the photo they provided showed an issue with HeirPer their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of productSince the photos did not reflect an issue their was no replacement issuedSee attached photo from customer
Inconsistent quality of productsProduct I bought was patchy and crumbled off my lips after a couple minutes of wearIt was not worth the price or wait
Complaint: I am rejecting this response because: Kylie cosmetics are the ones who have messed me around and caused this inconvenience They sent empty lipstick bottles, I contacted them they said send it all back and they'll replace itSo I did I didn't accidentally send my bag back for no reason! Instead of just replacing the empty ones with new ones you sent just the faulty items and left the rest of the items outIn a result they have now lost my cosmetic bag I sent back to themThis is complete b
t! I bought the package for the cosmetic bag and the mini lipsticks if I knew I couldn't get this I wouldn't have ordered it instead maybe something cheaper like a lip kit in a nude!!! The policies you have are null and void because you stuff up and have inconvenienced your customerSo forget about it you should be looking after you customers firstThe birthday bundle kit is not what I ordered now it doesn't come with a cosmetic bag I don't want it because it's not what I ordered! I will not be using the other b
t so it's just been a long exercise and very expensive!!! I don't have American dollars! This is the worst customer service I have ever experienced!!!! GIVE ME MY MONEG BACK!!! Regards, L [redacted]
Hello, The replacement packages for Candy K and Posie K lipsticks were sent out in separate packages tracking [redacted] [redacted] and tracking [redacted]