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.
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 :-)
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...
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.
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.
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.
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.
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.
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.
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,
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.
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.
All of our products are in such high demand by the consumers that is the reason the products sell out so quickly. In regards to stock we are working
diligently to get the product back in stock for our customers to purchase.
The customer was advise via email today 7/7:
Unfortunately we do not accept returns, exchanges or refunds; all sales are final.
Please note we will be sending you out a fresh new Kymajesty!
Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
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 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.
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,
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 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.
I ordered a product the Mini mattes and it arrived with damaged packaging and the company failed to provide a replacement or refund.
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.
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.
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,
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.
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.
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,
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.
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.
All of our products are in such high demand by the consumers that is the reason the products sell out so quickly. In regards to stock we are working
diligently to get the product back in stock for our customers to purchase.
Hello,
The customer was advise via email today 7/7:
Unfortunately we do not accept returns, exchanges or refunds; all sales are final.
Please note we will be sending you out a fresh new Kymajesty!
Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
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.