Hello,
The customer advised us via email on 5/17 that the product tipped over and spilled out. Therefore on 5/18 Kylie customer service responded with, “Our matte liquid lipstick formula is of a thinner consistency, made...
to wear and feel more comfortable on the lips. Product is prone to pull towards the lid during transit as it is stored on its side. We do apologize for the confusion, this is completely normal.” Which is correct our liquid lipsticks formula ise thin and the product is meant to be stored upright, and since this is normal no replacement package was issued.
To clarify the customer never included the following information in her emails to Kylie Customer service, “To top it off my lip pencil only had a tiny bit of pencil in it. This Product also crumbles off lips in less than 30 min. I guess I got a bad batch.” This information in her emails to us. The only issue that was included was the thin formula. Based on this new information the customer would need to provide a photo of the liner reflecting the issue she is describing. In addition if a customer is having issue with the product wearabilty we have a few suggestions:
1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last!
I ordered my lip kit and received it in one week. Everything was packaged great and the product was amazing. Very happy with how fast I received my order. So I ordered again!
Kylie had a free shipping/handling promo. I ordered over $50 worth. I never received the package. US postal misdelivered it. Was told to file a complaint but since it was not insured complaint not possible. Kylie refuses to refund my money or send a replacement. Buyer beware
I placed an order with Kylie Cosmetics, it is now over a MONTH later, the products have not arrived and although I've been in contact with the customer support team they haven't been helpful at all. They simply keep saying the item is in transit and theres nothing they can do. They haven't even contacted the postal company, and do not care that the order has taken this long for delivery. I placed it with way over a month before Christmas so I could give the products out as gifts and I don't think they will arrive in time. According to the tracking website for the parcel it is in Tokyo for some unknown reason when I live near the Canadian border only a matter of 12 hours from where the package was shipped from. I once had a similar issue with Kylie Cosmetics' sister company Colourpop, but Colourpop refunded my order since it was never delivered and said if it was delivered eventually I could keep the products since it had been over a month and a half since the order had been placed and they felt bad for the wait. However, Kylie Cosmetics has offered me NOTHINg, no information on when my package is coming, or even IF it is coming, no discount, no reimbursement, no coupon code, not even a simple apology. Worst company ever and their Customer Service team shouldnt even exist because its 100% useless.
Both me and my sister have purchased several products from Kylie's line including the lip kits, metallics, and glosses. I have never had a problem ordering or receiving my order. I love these products. I definitely will be a repeat customer!
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.
Complaint: 11830077
I am rejecting this response because: I have been emailing and trying to get a hold of someone for the past 3 weeks with no response. They sent one email and expect me to be ok with a simple refund. I still have not received my money back ($43) and also have no product for compensation of the issue.
I want my refund asap and also some type of product to make up for the product they didn't send me and now is out of stock!
Regards,
A[redacted]
Hello,
In situations where the package is located internationally we direct the customer to contact their local post office as tracking information can be incorrect. When the customer
emailed back their question was unclear, and when a question is unclear we ask for...
clarification. I have attached a screen shot showing the email conversation. I have also attached the address the customer included in their order, and the tracking information showing that USPS deemed the address incorrect and is returning it back to our hub.
Returned packages can take up to 1 month to return back to us. Once the package physically reaches our hub then we refund it.
Hello,
The customer emailed in and provided a claim number before the package was actually delivered. According to tracking
rgb(255, 255, 255); font-size: 12px; font-family: "Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif; text-align: right;">94[redacted]83, the package was delivered
today 10/11, see attached. As the package was delivered to the customer there won't be a need to send a replacement.
The customer service is horrible they don't even read your emails . Many people have been complaining that they have missing items from their holiday purchases. You have to email several times to get a response and the response is likely asking for more info or telling you something that has nothing to do with what your asking. I made a purchase Black Friday and today is December 13th still no resolution. Horrible customer service . I've purchased hundreds of dollars worth of makeup and never had a problem until this time around and this is disheartening.
I am rejecting this response because:
I've explained many times already the reason I am complaining is because I did not go through any of the payment procedures and my credit card was charged. The company's reasoning is that they do not save credit card information and that I have to manually go through the credit card information. I'm sure that case holds true for most, and hopefully almost all their customers but this was not the case for me. I don't appreciate how the company has dealt with this matter at all, instead of writing me off they should be looking into this issue and perhaps there is a bug in their system. I work for an e-commerce website developer and I know how an online check-out procedure works, but I also know bugs can occur. I'm not even asking for a refund anymore but I'm asking for the company to look into this matter because this is utterly unacceptable that they think I would need DOUBLES of 8 lipsticks, and went through the trouble of two check-out process twice in 2 minutes to purchase doubles. I've purchase from this vendor MANY times before so I know, and this is an order I did not make but I was charged. If this company has issues with their payment systems and security there is a need to look into this matter and not just write me off with "No Refunds". Because I already have the products, I don't need seconds, it isn't a refund if I didn't purchase it. Anyways I'm not even looking for my money back anymore, I knew it was impossible after reading their poor poor customer service, customer service reps, and reviews, but this is a huge security issue because no vendor can charge any customer's credit card without consent, send products they don't need, and feel like the order was justifiable because goods were received.
I hope you re-open this case for the company to actually look into this matter seriously, instead of refusing to accept that they may be at fault AND fix any bugs in their system that may cause other customers to fall victims like me, just so they can keep my $300. I've willingly spent over $500 on their products already, I'm not a customer who's just arguing for a refund because I don't want to spend. But I can't stay silent if they're just taking money out of my bank account without my consent.
Regards,
T[redacted]
Our response time for emails is 24-48 hours, and can be extended during and after launches; this information can be found on our website see attached. The customer
continuously emailed Kylie Cosmetics from the same...
email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why
her email was not answered. We do recommend to only sending one email to ensure timeliness in our response time. Since the order has already shipped it cannot be adjusted.
I have made two seperate purchases from Kylie Cosmetics from Australia and have had no issues at all. My products arrived fairly quickly and were all in new condition. The actual product is amazing Koko K, Candy K and So Cute are the products I have ordered and will happily do so again when they run out. I did notice with my second order the box was less recognizable just being plain black. I can imagine boxes were being stolen as the product is so popular and also being sold on ebay and even Gumtree our local buy swap and sell page. Overall very happy with my experience :-)
In order to best assist the customer with this issue please respond to the existing email thread with order number of the package that you did not receive, so we can resolve this issue.
I am rejecting this response because:There was no solution offered. I have asked the next steps since the product has apparently already been shipped and I was told yet again "too bad".
Regards,
B[redacted]
Hello,
Unfortunately we have a strict no return or exchange policy, see attached, and we will not be able to accept a return. We will be upholding our return policy.
We do not save any credit card information, each order a customer makes they have to reenter their credit card information. To clarify no credit card information is ever saved on our website. Once information is in the system the only way for an order to go through is if...
the customer hits the confirmed button to verify all the billing and shipping information. Once an order is placed the customer is always directed to a page showing all of their order information such as the product they ordered, their order number, and their billing and shipping addresses. In addition, we can only cancel orders when they are in the processing phase once an order ships we cannot cancel an order. Per our policy we do not accept returns or exchanges, therefore we will not be accepting a return or issuing a return label.
Hello,
The customer advised us via email on 5/17 that the product tipped over and spilled out. Therefore on 5/18 Kylie customer service responded with, “Our matte liquid lipstick formula is of a thinner consistency, made...
to wear and feel more comfortable on the lips. Product is prone to pull towards the lid during transit as it is stored on its side. We do apologize for the confusion, this is completely normal.” Which is correct our liquid lipsticks formula ise thin and the product is meant to be stored upright, and since this is normal no replacement package was issued.
To clarify the customer never included the following information in her emails to Kylie Customer service, “To top it off my lip pencil only had a tiny bit of pencil in it. This Product also crumbles off lips in less than 30 min. I guess I got a bad batch.” This information in her emails to us. The only issue that was included was the thin formula. Based on this new information the customer would need to provide a photo of the liner reflecting the issue she is describing. In addition if a customer is having issue with the product wearabilty we have a few suggestions:
1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last!
I ordered my lip kit and received it in one week. Everything was packaged great and the product was amazing. Very happy with how fast I received my order. So I ordered again!
Hello,
We do not offer store credit or any type of compensation for damaged packaging.
Kylie had a free shipping/handling promo. I ordered over $50 worth. I never received the package. US postal misdelivered it. Was told to file a complaint but since it was not insured complaint not possible. Kylie refuses to refund my money or send a replacement. Buyer beware
I placed an order with Kylie Cosmetics, it is now over a MONTH later, the products have not arrived and although I've been in contact with the customer support team they haven't been helpful at all. They simply keep saying the item is in transit and theres nothing they can do. They haven't even contacted the postal company, and do not care that the order has taken this long for delivery. I placed it with way over a month before Christmas so I could give the products out as gifts and I don't think they will arrive in time. According to the tracking website for the parcel it is in Tokyo for some unknown reason when I live near the Canadian border only a matter of 12 hours from where the package was shipped from. I once had a similar issue with Kylie Cosmetics' sister company Colourpop, but Colourpop refunded my order since it was never delivered and said if it was delivered eventually I could keep the products since it had been over a month and a half since the order had been placed and they felt bad for the wait. However, Kylie Cosmetics has offered me NOTHINg, no information on when my package is coming, or even IF it is coming, no discount, no reimbursement, no coupon code, not even a simple apology. Worst company ever and their Customer Service team shouldnt even exist because its 100% useless.
Hello,
The customer receive an email today 7/6 advising:
"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,
It appears that the order number the customer provided is not an order number from Kylie Cosmetics,...
our order numbers start with a K. See documentation attached showing the customers'
order number.
Both me and my sister have purchased several products from Kylie's line including the lip kits, metallics, and glosses. I have never had a problem ordering or receiving my order. I love these products. I definitely will be a repeat customer!
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.
Complaint: 11830077
I am rejecting this response because: I have been emailing and trying to get a hold of someone for the past 3 weeks with no response. They sent one email and expect me to be ok with a simple refund. I still have not received my money back ($43) and also have no product for compensation of the issue.
I want my refund asap and also some type of product to make up for the product they didn't send me and now is out of stock!
Regards,
A[redacted]
Hello,
In situations where the package is located internationally we direct the customer to contact their local post office as tracking information can be incorrect. When the customer
emailed back their question was unclear, and when a question is unclear we ask for...
clarification. I have attached a screen shot showing the email conversation. I have also attached the address the customer included in their order, and the tracking information showing that USPS deemed the address incorrect and is returning it back to our hub.
Returned packages can take up to 1 month to return back to us. Once the package physically reaches our hub then we refund it.
Hello,
The customer emailed in and provided a claim number before the package was actually delivered. According to tracking
rgb(255, 255, 255); font-size: 12px; font-family: "Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif; text-align: right;">94[redacted]83, the package was delivered
today 10/11, see attached. As the package was delivered to the customer there won't be a need to send a replacement.
The customer service is horrible they don't even read your emails . Many people have been complaining that they have missing items from their holiday purchases. You have to email several times to get a response and the response is likely asking for more info or telling you something that has nothing to do with what your asking. I made a purchase Black Friday and today is December 13th still no resolution. Horrible customer service . I've purchased hundreds of dollars worth of makeup and never had a problem until this time around and this is disheartening.
I am rejecting this response because:
I've explained many times already the reason I am complaining is because I did not go through any of the payment procedures and my credit card was charged. The company's reasoning is that they do not save credit card information and that I have to manually go through the credit card information. I'm sure that case holds true for most, and hopefully almost all their customers but this was not the case for me. I don't appreciate how the company has dealt with this matter at all, instead of writing me off they should be looking into this issue and perhaps there is a bug in their system. I work for an e-commerce website developer and I know how an online check-out procedure works, but I also know bugs can occur. I'm not even asking for a refund anymore but I'm asking for the company to look into this matter because this is utterly unacceptable that they think I would need DOUBLES of 8 lipsticks, and went through the trouble of two check-out process twice in 2 minutes to purchase doubles. I've purchase from this vendor MANY times before so I know, and this is an order I did not make but I was charged. If this company has issues with their payment systems and security there is a need to look into this matter and not just write me off with "No Refunds". Because I already have the products, I don't need seconds, it isn't a refund if I didn't purchase it. Anyways I'm not even looking for my money back anymore, I knew it was impossible after reading their poor poor customer service, customer service reps, and reviews, but this is a huge security issue because no vendor can charge any customer's credit card without consent, send products they don't need, and feel like the order was justifiable because goods were received.
I hope you re-open this case for the company to actually look into this matter seriously, instead of refusing to accept that they may be at fault AND fix any bugs in their system that may cause other customers to fall victims like me, just so they can keep my $300. I've willingly spent over $500 on their products already, I'm not a customer who's just arguing for a refund because I don't want to spend. But I can't stay silent if they're just taking money out of my bank account without my consent.
Regards,
T[redacted]
Our response time for emails is 24-48 hours, and can be extended during and after launches; this information can be found on our website see attached. The customer
continuously emailed Kylie Cosmetics from the same...
email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why
her email was not answered. We do recommend to only sending one email to ensure timeliness in our response time. Since the order has already shipped it cannot be adjusted.
I have made two seperate purchases from Kylie Cosmetics from Australia and have had no issues at all. My products arrived fairly quickly and were all in new condition. The actual product is amazing Koko K, Candy K and So Cute are the products I have ordered and will happily do so again when they run out. I did notice with my second order the box was less recognizable just being plain black. I can imagine boxes were being stolen as the product is so popular and also being sold on ebay and even Gumtree our local buy swap and sell page. Overall very happy with my experience :-)
Hello,
In order to best assist the customer with this issue please respond to the existing email thread with order number of the package that you did not receive, so we can resolve this issue.
I am rejecting this response because:There was no solution offered. I have asked the next steps since the product has apparently already been shipped and I was told yet again "too bad".
Regards,
B[redacted]
Hello,
Unfortunately we have a strict no return or exchange policy, see attached, and we will not be able to accept a return. We will be upholding our return policy.
Hello,
We do not save any credit card information, each order a customer makes they have to reenter their credit card information. To clarify no credit card information is ever saved on our website. Once information is in the system the only way for an order to go through is if...
the customer hits the confirmed button to verify all the billing and shipping information. Once an order is placed the customer is always directed to a page showing all of their order information such as the product they ordered, their order number, and their billing and shipping addresses. In addition, we can only cancel orders when they are in the processing phase once an order ships we cannot cancel an order. Per our policy we do not accept returns or exchanges, therefore we will not be accepting a return or issuing a return label.