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."
Per our policy (see attached) we only issue replacements we do not issue refunds. We are issuing a separate package to the customer that will contain the missing Dolce K lip kit.
As we mentioned the charge will not go through on your account, it will drop off within 12 business days. We have reviewed your information in our system and in
our 11/21 email to the customer we advised that, "We have validated your info in our system. " Please see screen shot of this email attached.
I'm not gonna lie, when I read reviews about this company I was very skeptical about buying from them. First couple orders went through perfectly, no issues with payment or shipping. Then on my third order I received items I did not purchase. It seemed that they had mine and someone else's order mixed up because the information on the packing slip did not match mine. I emailed customer service and got a response the next morning. They asked for clear pictures of what I had received which I gladly sent them. I got another response the same day letting me know a replacement package with the correct items was being sent out. I received my package a week after I had initially received the wrong package. No cost at all to me. I couldn't ask for better customer service!
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.
It appears that the customers’ email to us may have not been clear to the customer service representative, and they provided the tracking number for the order instead of
asking for photos of the item the customer did...
receive. In regards to the customer emailing 6 times in a row, we do recommend to only send one email, because sending
multiple emails will delay our response time. Since our email response time is 24-48 hours, if you continue to email from the same email chain it will put the customer to the front
of the queue with the new emails, and we answer the oldest emails first. Even though the customer emailed quite a bit, we were able to resolve the issue within our 24-48 hour
email response time. I have attached the email chain for your review. To confirm we have issued the replacement order of the correct product to the customer, and it will be
shipped shortly.
I received a product that I did not order and the customer service is absolutely horrible. I received the wrong order on June 25th and still haven't received a email from the customer service team about getting the correct order.
Today 11/19
Helvetica, Verdana, Tahoma, sans-serif;">via email the customer was advised:
"Hello Y[redacted]
According to USPS.com, "Your item departed our USPS facility in LOS ANGELES, CA 90009 on November 7, 2016 at 10:12 am. The item is currently in transit to
the destination." We have reached out to USPS to see if they can provide us with more accurate information on the location of your package. Please note that
UPS takes about 2-3 business days to get back to us. In addition, we recommend that the customer can use https://www.aftership.com/courier/india-post-int to
track their package. "
The processing time says 3-5 and then another 3-5 for shipping if in califorina. I live in northern Cali, I waited 2 weeks! Then I finally emailed customer service 2 times by the time they got back to be it was almost 3 weeks and they said my order was STIll processing! And they charged 8$ too much for shipping (they refunded me) it took 4 weeks and 3 days to get my package.
For the swapping procedure, "Unfortunately, we are unable to remove/add products to your order. We can...
either cancel the order completely, or swap the extra product(s) for items that are
of equal value and are in stock on our website. Please note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items
you'd like to swap! The item the customer wanted to swap for was not in stock so we were not able to swap. In addition when the customer emailed back the order had
already entered the shipping process and therefore we could not make the swap. Unfortunately per our policy we do not offer returns or exchanges see policy attached.
Complaint: 11836621
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 it. So 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 out. In a result they have now lost my cosmetic bag I sent back to them. This 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 customer. So forget about it you should be looking after you customers first. The 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]
For order K2553635 where the customer was asking about removing the extra gloss, the customer was advised that we cannot remove items from their order we can only swap...
items of equal value, or we can cancel the customer’s order. The customer advised us to swap the additional exposed gloss for a candy gloss, and we emailed back and advised we swapped the item. For order K90658, confirming the customer’s order was placed in February, and based on their email their first use of this product was the week prior to 8/1. Per our policy (see attached) we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement.
We do try to respond to emails as quickly as possible, unfortunately due to the holiday weekend there was a slight delay in our response time. We only swap in stock items, and unfortunately the item the customer wanted to swap was not in stock and the customer was advised of this.l When the customer did email us again unfortunately their order had already shipped and we were unable to swap items. Per our policy we do not accept returns or exchanges, therefore we cannot exchange the product the customer ordered for another product. (see attached)
The customer was emailed today 7/6 and asked for photos and the order number, once we have the photos and the order number we can assist the customer in resolving their issue.
Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before...
you finished yours.We're very sorry for the inconvenience, but don't worry, we'll have more soon.Kylie will announce restock launches via her social media.Any pending charges will be removed from your account in 7-12 business days. We are so sorry for any inconvenience this may cause.
Per the customers' email she advised, "
font-family: Arial, Helvetica, Verdana, Tahoma, sans-serif;">I've tried it 4 different times and each time it applies extremely blotchy and the color is very uneven. It also takes much
longer to dry." I have also attached a copy of the email chain. Based on this information we responded with, "We are sorry to hear you are having difficulty with
this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid
Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Refrain from applying chap-stick or primer before wearing,
as this can affect its ability to set up or dry as desired.3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick
without pressing your lips together. This should help with any patchiness you are seeing." I would also add to ensure to fill the lips in with liner, apply one thin
layer of product do not blot, and let dry for 2 minutes.
Please see attached document for exact verbiage N[redacted] sent to the customer regarding not sending multiple emails on the same chain. Please note that we do make this
advisement stating, “please note that it is not necessary to send multiple emails”, as N[redacted] did, because if the customer continuously emails Kylie Cosmetics from the same
email chain it will bring them to the front of the queue with the newest emails. We do answer the oldest emails first. We did not receive the photos the customer is stating
that they sent, and in order to resolve this customers issue all we need is the customer to send us the photos requested. The
customer has also been advised via email that we do need the photos to proceed with the replacement.
I purchased a Candy K lip kit from Kylie Cosmetics and am very satisfied with the product. I live in Canada, so I was a bit worried I would experience delivery issues and/or excessive custom fees, as the majority of the complaints on here seem to revolve around delivery.
I'm happy to report I had no issues! The product arrived in the expected time frame (took about 2 weeks to get from California to Toronto and pass customs) and there were no additional charges upon delivery.
The product is EXCELLENT. As advertised.
On 8/2 the customer was advised, “Unfortunately, we were not able to locate your order based on the information you provided. Was order placed under a different name or...
email?” In further review on the email the customer advised that they paid extra priority shipping, and Kylie Cosmetics does not offer any type of expedited shipping. Also the
charge showed the charge going to a company called “lockets outlet NJ” which is not how our charges appear on a bank statement. When a customer is charged by Kylie
Cosmetics our company name appears on the charge. Based on this information the customer did not place an order on KylieCosmetics.com on 7/29.
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."
Hello,
Per our policy (see attached) we only issue replacements we do not issue refunds. We are issuing a separate package to the customer that will contain the missing Dolce K lip kit.
As we mentioned the charge will not go through on your account, it will drop off within 12 business days. We have reviewed your information in our system and in
our 11/21 email to the customer we advised that, "We have validated your info in our system. " Please see screen shot of this email attached.
I'm not gonna lie, when I read reviews about this company I was very skeptical about buying from them. First couple orders went through perfectly, no issues with payment or shipping. Then on my third order I received items I did not purchase. It seemed that they had mine and someone else's order mixed up because the information on the packing slip did not match mine. I emailed customer service and got a response the next morning. They asked for clear pictures of what I had received which I gladly sent them. I got another response the same day letting me know a replacement package with the correct items was being sent out. I received my package a week after I had initially received the wrong package. No cost at all to me. I couldn't ask for better customer service!
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."
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.
It appears that the customers’ email to us may have not been clear to the customer service representative, and they provided the tracking number for the order instead of
asking for photos of the item the customer did...
receive. In regards to the customer emailing 6 times in a row, we do recommend to only send one email, because sending
multiple emails will delay our response time. Since our email response time is 24-48 hours, if you continue to email from the same email chain it will put the customer to the front
of the queue with the new emails, and we answer the oldest emails first. Even though the customer emailed quite a bit, we were able to resolve the issue within our 24-48 hour
email response time. I have attached the email chain for your review. To confirm we have issued the replacement order of the correct product to the customer, and it will be
shipped shortly.
I received a product that I did not order and the customer service is absolutely horrible. I received the wrong order on June 25th and still haven't received a email from the customer service team about getting the correct order.
Today 11/19
Helvetica, Verdana, Tahoma, sans-serif;">via email the customer was advised:
"Hello Y[redacted]
According to USPS.com, "Your item departed our USPS facility in LOS ANGELES, CA 90009 on November 7, 2016 at 10:12 am. The item is currently in transit to
the destination." We have reached out to USPS to see if they can provide us with more accurate information on the location of your package. Please note that
UPS takes about 2-3 business days to get back to us. In addition, we recommend that the customer can use https://www.aftership.com/courier/india-post-int to
track their package. "
The processing time says 3-5 and then another 3-5 for shipping if in califorina. I live in northern Cali, I waited 2 weeks! Then I finally emailed customer service 2 times by the time they got back to be it was almost 3 weeks and they said my order was STIll processing! And they charged 8$ too much for shipping (they refunded me) it took 4 weeks and 3 days to get my package.
Hello,
For the swapping procedure, "Unfortunately, we are unable to remove/add products to your order. We can...
either cancel the order completely, or swap the extra product(s) for items that are
of equal value and are in stock on our website. Please note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items
you'd like to swap! The item the customer wanted to swap for was not in stock so we were not able to swap. In addition when the customer emailed back the order had
already entered the shipping process and therefore we could not make the swap. Unfortunately per our policy we do not offer returns or exchanges see policy attached.
Complaint: 11836621
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!!! 
t so it's just been a long exercise and very expensive!!! I don't have American dollars!
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 it. So 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 out. In a result they have now lost my cosmetic bag I sent back to them. This is complete b
The policies you have are null and void because you stuff up and have inconvenienced your customer. So forget about it you should be looking after you customers first. The 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
This is the worst customer service I have ever experienced!!!! GIVE ME MY MONEG BACK!!!
Regards,
L[redacted]
For order K2553635 where the customer was asking about removing the extra gloss, the customer was advised that we cannot remove items from their order we can only swap...
items of equal value, or we can cancel the customer’s order. The customer advised us to swap the additional exposed gloss for a candy gloss, and we emailed back and advised we swapped the item. For order K90658, confirming the customer’s order was placed in February, and based on their email their first use of this product was the week prior to 8/1. Per our policy (see attached) we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement.
Hello,
We do try to respond to emails as quickly as possible, unfortunately due to the holiday weekend there was a slight delay in our response time. We only swap in stock items, and unfortunately the item the customer wanted to swap was not in stock and the customer was advised of this.l When the customer did email us again unfortunately their order had already shipped and we were unable to swap items. Per our policy we do not accept returns or exchanges, therefore we cannot exchange the product the customer ordered for another product. (see attached)
Hello,
The customer was emailed today 7/6 and asked for photos and the order number, once we have the photos and the order number we can assist the customer in resolving their issue.
Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before...
you finished yours.We're very sorry for the inconvenience, but don't worry, we'll have more soon.Kylie will announce restock launches via her social media.Any pending charges will be removed from your account in 7-12 business days. We are so sorry for any inconvenience this may cause.
Per the customers' email she advised, "
font-family: Arial, Helvetica, Verdana, Tahoma, sans-serif;">I've tried it 4 different times and each time it applies extremely blotchy and the color is very uneven. It also takes much
longer to dry." I have also attached a copy of the email chain. Based on this information we responded with, "We are sorry to hear you are having difficulty with
this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid
Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Refrain from applying chap-stick or primer before wearing,
as this can affect its ability to set up or dry as desired.3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick
without pressing your lips together. This should help with any patchiness you are seeing." I would also add to ensure to fill the lips in with liner, apply one thin
layer of product do not blot, and let dry for 2 minutes.
Hello,
Please see attached document for exact verbiage N[redacted] sent to the customer regarding not sending multiple emails on the same chain. Please note that we do make this
advisement stating, “please note that it is not necessary to send multiple emails”, as N[redacted] did, because if the customer continuously emails Kylie Cosmetics from the same
email chain it will bring them to the front of the queue with the newest emails. We do answer the oldest emails first. We did not receive the photos the customer is stating
that they sent, and in order to resolve this customers issue all we need is the customer to send us the photos requested. The
customer has also been advised via email that we do need the photos to proceed with the replacement.
I purchased a Candy K lip kit from Kylie Cosmetics and am very satisfied with the product. I live in Canada, so I was a bit worried I would experience delivery issues and/or excessive custom fees, as the majority of the complaints on here seem to revolve around delivery.
I'm happy to report I had no issues! The product arrived in the expected time frame (took about 2 weeks to get from California to Toronto and pass customs) and there were no additional charges upon delivery.
The product is EXCELLENT. As advertised.
On 8/2 the customer was advised, “Unfortunately, we were not able to locate your order based on the information you provided. Was order placed under a different name or...
email?” In further review on the email the customer advised that they paid extra priority shipping, and Kylie Cosmetics does not offer any type of expedited shipping. Also the
charge showed the charge going to a company called “lockets outlet NJ” which is not how our charges appear on a bank statement. When a customer is charged by Kylie
Cosmetics our company name appears on the charge. Based on this information the customer did not place an order on KylieCosmetics.com on 7/29.