We want to ensure that our customers feel heard and are happy with their items, we can have the customer send back Maliboo and Dolce for our lab to review. Once we receive the customers returned products we can send her fresh new ones to her.
Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we...
answer the oldest emails first that is why their emails were not answered. On 8/31 the customer was emailed and advised, “We are so sorry for this issue. We'll have a one time courtesy replacement of the Maliboo kit and the Kristen kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”
We are issuing a replacement package of order K1389163, it appears that the tracking information on USPS never updated. The customer was advised via email today 7/8 that we will be issuing a replacement and the order will ship in the next 2 business days and once the...
order ships she will receive an email with tracking.
We understand that this is a lot of information we are asking you to provide but we can assure you that...
your information is kept safely and we are only attempting to help rectify the situation. We are so sorry for this issue and are doing everything in our power to assist you with your order. Please note that if you do not wish to provide this information that is completely fine. If you wish to proceed we will need the information previously requested.
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 chain. Please provide the email address you emailed from so that we can view the history and provide you with the...
Hello,
We fill all of our Metals to the same fill “weight”, and we fill them to this level to avoid leakage. As the customer was...
advised "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." As the customer did request
a replacement we are sending a replacement of Heir. The customer was advised via email today that we are sending a replacement of Heir and it will ship out in the next 2
business days.
This is the same information you have already given me
Im sorry but I dont accept this. The product to me as the customer is not good enough!!! Ive asked 3 different people to look at the products without telling them my concerns and they said the exact same thing as I did.
Ive spent $100 on products im not happy with and I think its appuling that you wont let me return them for my money back!!!
I waited so long to have these products and I would love to keep them but im not happy with the quality of the product
Complaint: 11601448
I am rejecting this response because:
Regards,
A[redacted]
It appears that the order number you provided is not an order number from Kylie Cosmetics. Please contact the company you did make the order with as they can best assist you with your \
inquiry below.
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.
Our policy is to ask for a photo so the customer service rep can know how to respond to the customer, in this case the customer was provided wearabilitly tips. These tips have proven to extend the wear of the product, which directly addressed the customers concern. The...
customer did email back and advised that the tips did not work there fore the next step would be to issue a replacement product. The customer was advised via email today that we will issue a one time courtesy replacement of Mary Jo K liquid lipstick.
The customer only receive a replacement for Heir since the photo they provided showed an issue with Heir. Per their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of product. Since the photos did not reflect an issue...
their was no replacement issued. See attached photo from customer.
I have purchased from Kylie Cosmetics twice now. The first was the KoKo Lip kit and second was Heir. I was VERY pleased with my purchase. Both items were as promised and on time. I received my orders in less then a week both times. And no I do not work for the company! I saw that above. The product: Both products are amazing, I LOVE them. They last all day, the color is beautiful, and they are not drying. I am an aspiring freelance MUA and these are definitely in my kit. I will definitely keep purchasing again!!!!!
The 1st business day is the day after the order is placed, so the 21st was the 1st business day. In additional if the customer’s order has not shipped we provide them with the
processing time...
frame information. The reason why we give the processing response email is that it states that as soon as their order ships they will receive an email with
tracking. In addition the customer emailed us on 7/26 in from different email chains a total of 8 times, and unfortunately that is why they received the information that their order
was processing twice. The customers’ order did ship today, and they were provided with the tracking 94[redacted]2 number via email.
We double checked our system and we were not able to find any inbound emails from [redacted]@schreiner.edu, see screen attached showing no emails were found. Today the
customer was emailed and asked to resend the photos and email content so that we can look into this matter for them.
In terms of tracking details we can only see the same information as the customer. The responses provided to the customer are based one what...
usps.com
tracking reflected at that time. We have reached out to USPS directly to ask them for the estimated delivery date for this package, and as soon as they respond
we will email the customer. USPS can take 2-3 business days to respond to an email.
Hello,
We only send replacements for damaged or defective product, and since the customers' product does not meet either criteria there will be no replacement issued.
Per our policy, see attached, we only issue replacements for missing items we do not issue refunds. We can issue the customer the 3 kits that they are missing from their order.
Hello,
We want to ensure that our customers feel heard and are happy with their items, we can have the customer send back Maliboo and Dolce for our lab to review. Once we receive the customers returned products we can send her fresh new ones to her.
Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we...
answer the oldest emails first that is why their emails were not answered. On 8/31 the customer was emailed and advised, “We are so sorry for this issue. We'll have a one time courtesy replacement of the Maliboo kit and the Kristen kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”
Hello,
We are issuing a replacement package of order K1389163, it appears that the tracking information on USPS never updated. The customer was advised via email today 7/8 that we will be issuing a replacement and the order will ship in the next 2 business days and once the...
order ships she will receive an email with tracking.
Hello,
We understand that this is a lot of information we are asking you to provide but we can assure you that...
your information is kept safely and we are only attempting to help rectify the situation. We are so sorry for this issue and are doing everything in our power to assist you with your order. Please note that if you do not wish to provide this information that is completely fine. If you wish to proceed we will need the information previously requested.
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 chain. Please provide the email address you emailed from so that we can view the history and provide you with the...
best resolution.
I ordered a product the Mini mattes and it arrived with damaged packaging and the company failed to provide a replacement or refund.
Hello,
We fill all of our Metals to the same fill “weight”, and we fill them to this level to avoid leakage. As the customer was...
advised "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." As the customer did request
a replacement we are sending a replacement of Heir. The customer was advised via email today that we are sending a replacement of Heir and it will ship out in the next 2
business days.
This is the same information you have already given me
Im sorry but I dont accept this. The product to me as the customer is not good enough!!! Ive asked 3 different people to look at the products without telling them my concerns and they said the exact same thing as I did.
Ive spent $100 on products im not happy with and I think its appuling that you wont let me return them for my money back!!!
I waited so long to have these products and I would love to keep them but im not happy with the quality of the product
Complaint: 11601448
I am rejecting this response because:
Regards,
A[redacted]
It appears that the order number you provided is not an order number from Kylie Cosmetics. Please contact the company you did make the order with as they can best assist you with your \
inquiry below.
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,
Our policy is to ask for a photo so the customer service rep can know how to respond to the customer, in this case the customer was provided wearabilitly tips. These tips have proven to extend the wear of the product, which directly addressed the customers concern. The...
customer did email back and advised that the tips did not work there fore the next step would be to issue a replacement product. The customer was advised via email today that we will issue a one time courtesy replacement of Mary Jo K liquid lipstick.
My liquid lipstick koko k came in empty almost! I emailed customer service to get back no refunds or exchanges
Hello,
The customer only receive a replacement for Heir since the photo they provided showed an issue with Heir. Per their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of product. Since the photos did not reflect an issue...
their was no replacement issued. See attached photo from customer.
I have purchased from Kylie Cosmetics twice now. The first was the KoKo Lip kit and second was Heir. I was VERY pleased with my purchase. Both items were as promised and on time. I received my orders in less then a week both times. And no I do not work for the company! I saw that above. The product: Both products are amazing, I LOVE them. They last all day, the color is beautiful, and they are not drying. I am an aspiring freelance MUA and these are definitely in my kit. I will definitely keep purchasing again!!!!!
Hello,
The 1st business day is the day after the order is placed, so the 21st was the 1st business day. In additional if the customer’s order has not shipped we provide them with the
processing time...
frame information. The reason why we give the processing response email is that it states that as soon as their order ships they will receive an email with
tracking. In addition the customer emailed us on 7/26 in from different email chains a total of 8 times, and unfortunately that is why they received the information that their order
was processing twice. The customers’ order did ship today, and they were provided with the tracking 94[redacted]2 number via email.
We double checked our system and we were not able to find any inbound emails from [redacted]@schreiner.edu, see screen attached showing no emails were found. Today the
customer was emailed and asked to resend the photos and email content so that we can look into this matter for them.
In terms of tracking details we can only see the same information as the customer. The responses provided to the customer are based one what...
usps.com
tracking reflected at that time. We have reached out to USPS directly to ask them for the estimated delivery date for this package, and as soon as they respond
we will email the customer. USPS can take 2-3 business days to respond to an email.
Hello,
The customers' order did not go through, and the customer was emailed today 7/6, and advised, "Unfortunately, it looks...
like your order has failed. Any pending charges you see on your account will remove in 7-12 business days."
Hello,
We only send replacements for damaged or defective product, and since the customers' product does not meet either criteria there will be no replacement issued.
Hello,
Per our policy, see attached, we only issue replacements for missing items we do not issue refunds. We can issue the customer the 3 kits that they are missing from their order.