Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answered The customer was advised to file a missing stolen package claim with USPSOnce we have the USPS claim number from the customer then we can issue a replacement package
I've purchased previous times kylies lip kits, until my last time that I received a product which wasn't at all what I wantedThe lipstick was terrible quality and when I tried contacting them they refused to exchange itHorrible customer service they do not try to make their customers happyThey even asked for proof of it and I sent it but no luckthey need to care about their customers
Reconfirming the customer was advised that our products are made fresh to order, and then they are packaged in the customers’ boxAs the customer was advised during shipping, packages can get roughed up from being in transit The customer was advised of this information via email, see exact email verbiage, “Sometimes packages get a bit roughed up during the shipping processYour products were not tampered with, they are safe to use." Since there is there is no damage or defects (see attached photos) to the product there will be no replacement product issued
I have ordered from Kylie Cosmetics times and I have never had a problem with my delivery or with the productsI have received my package when it was stated I wouldI love the products and their service
I am rejecting this response because:There was no solution offeredI 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, As the customer is stating we are avoiding emails and complaints, we want to ensure to thoroughly look into this issueI reviewed the entire customers’ email chain, and all of the customer service representative’s responses were accurate and timelyThe customer initially emailed on 9/and their issue was resolved on 9/On 9/we advised the customer we are issuing the customer a replacement package of their missing items Posie, Koko, and GingerWe were able to respond to the customer within our promised response time of 24-hours, see policy attachedI have included the customers’ entire email chain in the attached
The customer was emailed on 9/and advised that they would be issued a replacement package of the order Kthey had not receivedPlease see below for exact email verbiage customer was advised: "Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Hello Yesenia,We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
I'm not sure why people are so quick to jump on here and complain before even giving the situation a chance to be fixedI've ordered three times, for a total of five lipkits, and have never had a single issueThey get delivered in days, everything is there and the product is greatI've recommended it to several friends who have purchased without issue as wellIf you live in an area that's not great and you think there will be an issue with something being stolen, have it delivered to your work or a friendsKylie's not responsible for what other people do
I have purchased from Kylie Cosmetics twice nowThe first was the KoKo Lip kit and second was HeirI was VERY pleased with my purchaseBoth items were as promised and on timeI received my orders in less then a week both timesAnd no I do not work for the company! I saw that aboveThe product: Both products are amazing, I LOVE themThey last all day, the color is beautiful, and they are not dryingI am an aspiring freelance MUA and these are definitely in my kitI will definitely keep purchasing again!!!!!
Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe customer was emailed today and advised that: "We are so sorry for the delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking."
We would like to confirm that the customer’s last email from 7/15, (“If you really want to build a brand you need to first treat your consumers ”) did receive a response from Kylie Cosmetics on 7/16, stating, “Our lip pencils are intended to be 10-20% darker than the liquid lipstick itselfThis helps define your lips and keeps application crisp and clean! I hope this clears up your concern!” Please also see attached documentation showing the customers’ full email, and our responseIn addition the customers’ photos of Koko reflected the correct shade, and therefore she was provided with a response advising her that there was no issue with the shade she receivedFor Mary Jo K, we recommend to remove the product with Baby OilWe have a few tips for application:Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distanceTry 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 togetherThis should help with any patchiness you are seeing
Hello, The customer was emailed today 8/and advised: "We can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"
Hello, Today 8/via email the customer was advised: "So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"
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 foundToday the customer was emailed and asked to resend the photos and email content so that we can look into this matter for them
For Reign we advised via email, I 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 mattesBecause 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 productTo confirm our products are filled to net weight before leaving our facilityFor Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty
Hello, The 1st business day is the day after the order is placed, so the 21st was the 1st business dayIn additional if the customer’s order has not shipped we provide them with the processing time frame informationThe 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 trackingIn addition the customer emailed us on 7/in from different email chains a total of times, and unfortunately that is why they received the information that their order was processing twiceThe customers’ order did ship today, and they were provided with the tracking [redacted] [redacted] number via email
Per the customers' email she advised, I've tried it different times and each time it applies extremely blotchy and the color is very unevenIt also takes much longer to dry." I have also attached a copy of the email chainBased 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!Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry 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 togetherThis 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 minutes
Hello, Per our policy we do not provide refunds, see attached, we only provide replacementsToday via email the customer was advised to file a claim with USPS, and once they have the claim number "Helvetica Neu please give it to us and we'll get back to youOnce we have the claim number we can then issue a replacement package
Complaint: I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the pastFor example: http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=Giving one customer the courtesy of a replacement over others is an unacceptable business practiceIf you're going to "uphold your policy", you should not have made an exception for someone else Regards, L [redacted]
I have ordered several items; Great product, fast shipping and wonderful quality
Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answered The customer was advised to file a missing stolen package claim with USPSOnce we have the USPS claim number from the customer then we can issue a replacement package
I've purchased previous times kylies lip kits, until my last time that I received a product which wasn't at all what I wantedThe lipstick was terrible quality and when I tried contacting them they refused to exchange itHorrible customer service they do not try to make their customers happyThey even asked for proof of it and I sent it but no luckthey need to care about their customers
Reconfirming the customer was advised that our products are made fresh to order, and then they are packaged in the customers’ boxAs the customer was advised during shipping, packages can get roughed up from being in transit The customer was advised of this information via email, see exact email verbiage, “Sometimes packages get a bit roughed up during the shipping processYour products were not tampered with, they are safe to use." Since there is there is no damage or defects (see attached photos) to the product there will be no replacement product issued
I have ordered from Kylie Cosmetics times and I have never had a problem with my delivery or with the productsI have received my package when it was stated I wouldI love the products and their service
I am rejecting this response because:There was no solution offeredI 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, As the customer is stating we are avoiding emails and complaints, we want to ensure to thoroughly look into this issueI reviewed the entire customers’ email chain, and all of the customer service representative’s responses were accurate and timelyThe customer initially emailed on 9/and their issue was resolved on 9/On 9/we advised the customer we are issuing the customer a replacement package of their missing items Posie, Koko, and GingerWe were able to respond to the customer within our promised response time of 24-hours, see policy attachedI have included the customers’ entire email chain in the attached
The customer was emailed on 9/and advised that they would be issued a replacement package of the order Kthey had not receivedPlease see below for exact email verbiage customer was advised: "Aktiv Grotesk", "Helvetica Neue", Helvetica, Arial, sans-serif;">"Hello Yesenia,We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"
I'm not sure why people are so quick to jump on here and complain before even giving the situation a chance to be fixedI've ordered three times, for a total of five lipkits, and have never had a single issueThey get delivered in days, everything is there and the product is greatI've recommended it to several friends who have purchased without issue as wellIf you live in an area that's not great and you think there will be an issue with something being stolen, have it delivered to your work or a friendsKylie's not responsible for what other people do
I have purchased from Kylie Cosmetics twice nowThe first was the KoKo Lip kit and second was HeirI was VERY pleased with my purchaseBoth items were as promised and on timeI received my orders in less then a week both timesAnd no I do not work for the company! I saw that aboveThe product: Both products are amazing, I LOVE themThey last all day, the color is beautiful, and they are not dryingI am an aspiring freelance MUA and these are definitely in my kitI will definitely keep purchasing again!!!!!
Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe customer was emailed today and advised that: "We are so sorry for the delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking."
We would like to confirm that the customer’s last email from 7/15, (“If you really want to build a brand you need to first treat your consumers ”) did receive a response from Kylie Cosmetics on 7/16, stating, “Our lip pencils are intended to be 10-20% darker than the liquid lipstick itselfThis helps define your lips and keeps application crisp and clean! I hope this clears up your concern!” Please also see attached documentation showing the customers’ full email, and our responseIn addition the customers’ photos of Koko reflected the correct shade, and therefore she was provided with a response advising her that there was no issue with the shade she receivedFor Mary Jo K, we recommend to remove the product with Baby OilWe have a few tips for application:Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distanceTry 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 togetherThis should help with any patchiness you are seeing
Hello, The customer was emailed today 8/and advised: "We can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"
Hello, Today 8/via email the customer was advised: "So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"
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 foundToday the customer was emailed and asked to resend the photos and email content so that we can look into this matter for them
For Reign we advised via email, I 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 mattesBecause 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 productTo confirm our products are filled to net weight before leaving our facilityFor Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty
Hello, The 1st business day is the day after the order is placed, so the 21st was the 1st business dayIn additional if the customer’s order has not shipped we provide them with the processing time frame informationThe 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 trackingIn addition the customer emailed us on 7/in from different email chains a total of times, and unfortunately that is why they received the information that their order was processing twiceThe customers’ order did ship today, and they were provided with the tracking [redacted] [redacted] number via email
Per the customers' email she advised, I've tried it different times and each time it applies extremely blotchy and the color is very unevenIt also takes much longer to dry." I have also attached a copy of the email chainBased 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!Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry 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 togetherThis 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 minutes
Hello, Per our policy we do not provide refunds, see attached, we only provide replacementsToday via email the customer was advised to file a claim with USPS, and once they have the claim number "Helvetica Neu please give it to us and we'll get back to youOnce we have the claim number we can then issue a replacement package
Complaint: I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the pastFor example: http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=Giving one customer the courtesy of a replacement over others is an unacceptable business practiceIf you're going to "uphold your policy", you should not have made an exception for someone else Regards, L [redacted]