Hello, For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacementBut for the other liners the customer received the product on 3/14/16, but did not email us until 5/Unfortunately this is outside our return time frame, and unfortunately per our policy we are not able to issue replacements for the products that were received damagedOn 6/the customer was advised the below:Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside of our replacement time frame and we can no longer issue a replacement This policy is listed on our faq http://kyliecosmetics.com/pages/faqs
Hello, In situations where the package is located internationally we direct the customer to contact their local post office as tracking information can be incorrectWhen the customer emailed back their question was unclear, and when a question is unclear we ask for clarificationI have attached a screen shot showing the email conversationI 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 month to return back to usOnce the package physically reaches our hub then we refund it
This is the same information you have already given me Im sorry but I dont accept thisThe product to me as the customer is not good enough!!! Ive asked different people to look at the products without telling them my concerns and they said the exact same thing as I did Ive spent $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: I am rejecting this response because: Regards, A [redacted]
For order K 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 orderThe customer advised us to swap the additional exposed gloss for a candy gloss, and we emailed back and advised we swapped the itemFor 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/Per our policy (see attached) we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement
I have ordered MULTIPLE times from Kylie Cosmetics the first couple of restocksNever had any issues, other than the gloss brush issue, but that was resolved UNTIL, I had placed an order of Lip Kits on April 22, Verified my address was correct before submitting & paying(I've messed up once before this order and put an old address- so I made sure everything was correct) I received a purchase confirmation shortly after & my address was correctA few days later, I received my shipping confirmationI noticed that my order was being sent to Hawaii instead of where I live I emailed Customer Service IMMEDIATELY after noticing the issueIt took a couple of days for a response, which said they couldn't do anything because it was already shippedI tried to intercept the package with USPS & no luck because the sender needed to do it I decided to try & contact Kylie cosmetics again and one of their representatives said to try and file a dispute with USPS, I told her I tried that, and she said that was fine, and as a one time courtesy, they would send me out another package I emailed them to follow up on May 25th & received a response saying my order was shipping soon & I will receive a shipping confirmation email soon Giving them time, I emailed them back on June 9th, only to have them respond a week later saying "you've filed a charge back for your order, we cannot help you"It is ridiculous because I haven't filed a charge back with my bank & they aren't helpfulIt was & has been over months that I've been going back & forth with this company about this one specific order I placedI never had issues before this one OR after this specific order This company is RIDICULOUS with getting back to you at a decent timeI had to explain myself numerous amounts of time because every email I received back was from a different representative who didn't know the situationI spent so much money only to not receive my product over months later and I'm only states away from California!
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
I have ordered just about every lip kit available I have had orders shipped to San Diego, CA and have had absolutely no problem with any part of the processI receive confirmation emails of when my orders have been shipped and emails when they have been delivered.Tracking information is accurate Boxes delivered within the amount of time expected with everything in tact and includedI have had nothing but a great experience with the company, except when they were first being sold and lip kits sold out in minutes
Hello, On 8/the customer emailed us requesting their order be canceled, and on 8/we responded to the customer advising their order was canceledPer our policy, see attached, our response time for emails in 24-hours and we were within our response time for this email The customer is requesting to purchase an out of stock item from usOur products are only available for purchase on our site kyliecosmetics.comIf a product is not in stock on our site we are not able to sell it to customers
I love Kylie Cosmetics! I have always received my orders within the time frame given in the confirmation emailI have lip kits, metalics, and glosses which have come very nicely packedI have never had an issue with poor quality or orders being fulfilled I work with kids all day and had been looking for a product I wouldn't need to reapply all day as I focus on the kids all dayGreat product with competitive prices I only wish they offered PayPal as a payment option but it is still a new company and is growing every dayI'm excited to see what they will do next
Hello, The customer was advised via email today 7/that we will issue a replacement Kymajesty, "We'll have a replacement package sent out to you ASAP!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."
I live in France and I have received my package jamis commissioned in April 2016, and after complaint with the brand I have never been paid and they never sent me one package to compensate me their only answer "we not guilty sum for control exported outside usa " Sorry for my english so bad :/
Hello, The customers order was shipped on 6/and delivered on 7/which is inside the 10-business days transit time we advise on our website, see attachedThe customer was advised via email today that according to usps tracking her order was delivered 7/8/
Hello, We cannot issue refunds/replacements for missing international ordersWe are upholding our policy and therefore we are not able to provide a replacement package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
I've placed four orders with Kylie Cosmetics, all orders were delivered in a timely fashionNothing was wrong with any of the products, I received everything I paid forNo complaints AT ALL!
Hello, The customer was emailed today 7/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
I bought the Metallic liquid lip colors from this makeup brand because they were all the Rave on Youtube last month I finally got my order in the first week of July, not only are the tubes not full, the colors are sheer and they stink The smell is so overpowering it made my eyes water After multiple emails to customer service no replacements, returns, or refunds were given I think this cosmetics line is only another way to get publicity, but in a bad way I used to watch the Kardashian show and I was excited when the cosmetics line came out I saved up money from my online sales on ebay of my personal items to buy these colors, only to feel ripped off Now I have several lipsticks aka lip glosses that I can't use because one they don't work and two they smell so horrible they make my allergies act up Their customer service reps are rude, and very unprofessional I thought about making my own youtube video about it, but there are so many out there already it is not worth my storage space on my devices to even record a video I just ended up throwing them in the trash, as nobody I know wanted them, used or even brand new They also heard the stories and read many blogs about how bad the products where Had I done more research on this brand before buying it and wasting my money I would have stayed far, far away!
I am a completely satisfied Kylie customerI have bought numerous products from her at different times, they have all come before the expected delivery time, and at a very reasonable price compared to other high end cosmetics like MACThe break down is 15$/piece versus 30$+ at MACAlso, when there was a minor defect on 1/of the glosses I purchased from her, without me even asking she resent ALL THREESo now I have six for the price of three, never has such exquisite service been given to me when ordering onlineThe products are long lasting, and the colours are vibrant and highly pigmented and the scents are delightful!
Hello, Per tracking [redacted] [redacted] on the customer’s order, it was delivered on 8/8, and per the customers’ 8/email the sill had not received their orderPer our policy, see attached, we only issue replacement packages for orders that have not been receivedPer our 8/email we advised the customer that we are issuing a replacement packageOur exact email verbiage in our 8/email was, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package of order Kgoes out you'll receive an email with tracking.”
I got my product in a very timely mannerWhen I got it, I was so excitedIt went on smoothly and smelled so good! I can't wait to order more!
Hello, For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacementBut for the other liners the customer received the product on 3/14/16, but did not email us until 5/Unfortunately this is outside our return time frame, and unfortunately per our policy we are not able to issue replacements for the products that were received damagedOn 6/the customer was advised the below:Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside of our replacement time frame and we can no longer issue a replacement This policy is listed on our faq http://kyliecosmetics.com/pages/faqs
Hello, In situations where the package is located internationally we direct the customer to contact their local post office as tracking information can be incorrectWhen the customer emailed back their question was unclear, and when a question is unclear we ask for clarificationI have attached a screen shot showing the email conversationI 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 month to return back to usOnce the package physically reaches our hub then we refund it
This is the same information you have already given me Im sorry but I dont accept thisThe product to me as the customer is not good enough!!! Ive asked different people to look at the products without telling them my concerns and they said the exact same thing as I did Ive spent $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: I am rejecting this response because: Regards, A [redacted]
For order K 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 orderThe customer advised us to swap the additional exposed gloss for a candy gloss, and we emailed back and advised we swapped the itemFor 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/Per our policy (see attached) we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement
I have ordered MULTIPLE times from Kylie Cosmetics the first couple of restocksNever had any issues, other than the gloss brush issue, but that was resolved UNTIL, I had placed an order of Lip Kits on April 22, Verified my address was correct before submitting & paying(I've messed up once before this order and put an old address- so I made sure everything was correct) I received a purchase confirmation shortly after & my address was correctA few days later, I received my shipping confirmationI noticed that my order was being sent to Hawaii instead of where I live I emailed Customer Service IMMEDIATELY after noticing the issueIt took a couple of days for a response, which said they couldn't do anything because it was already shippedI tried to intercept the package with USPS & no luck because the sender needed to do it I decided to try & contact Kylie cosmetics again and one of their representatives said to try and file a dispute with USPS, I told her I tried that, and she said that was fine, and as a one time courtesy, they would send me out another package I emailed them to follow up on May 25th & received a response saying my order was shipping soon & I will receive a shipping confirmation email soon Giving them time, I emailed them back on June 9th, only to have them respond a week later saying "you've filed a charge back for your order, we cannot help you"It is ridiculous because I haven't filed a charge back with my bank & they aren't helpfulIt was & has been over months that I've been going back & forth with this company about this one specific order I placedI never had issues before this one OR after this specific order This company is RIDICULOUS with getting back to you at a decent timeI had to explain myself numerous amounts of time because every email I received back was from a different representative who didn't know the situationI spent so much money only to not receive my product over months later and I'm only states away from California!
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
I have ordered just about every lip kit available I have had orders shipped to San Diego, CA and have had absolutely no problem with any part of the processI receive confirmation emails of when my orders have been shipped and emails when they have been delivered.Tracking information is accurate Boxes delivered within the amount of time expected with everything in tact and includedI have had nothing but a great experience with the company, except when they were first being sold and lip kits sold out in minutes
Hello, On 8/the customer emailed us requesting their order be canceled, and on 8/we responded to the customer advising their order was canceledPer our policy, see attached, our response time for emails in 24-hours and we were within our response time for this email The customer is requesting to purchase an out of stock item from usOur products are only available for purchase on our site kyliecosmetics.comIf a product is not in stock on our site we are not able to sell it to customers
I love Kylie Cosmetics! I have always received my orders within the time frame given in the confirmation emailI have lip kits, metalics, and glosses which have come very nicely packedI have never had an issue with poor quality or orders being fulfilled I work with kids all day and had been looking for a product I wouldn't need to reapply all day as I focus on the kids all dayGreat product with competitive prices I only wish they offered PayPal as a payment option but it is still a new company and is growing every dayI'm excited to see what they will do next
Hello, The customer was advised via email today 7/that we will issue a replacement Kymajesty, "We'll have a replacement package sent out to you ASAP!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."
I live in France and I have received my package jamis commissioned in April 2016, and after complaint with the brand I have never been paid and they never sent me one package to compensate me their only answer "we not guilty sum for control exported outside usa " Sorry for my english so bad :/
Hello, The customers order was shipped on 6/and delivered on 7/which is inside the 10-business days transit time we advise on our website, see attachedThe customer was advised via email today that according to usps tracking her order was delivered 7/8/
Hello, We cannot issue refunds/replacements for missing international ordersWe are upholding our policy and therefore we are not able to provide a replacement package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy
Hello, This does not appear to be an order number with kylie cosmetics, our order numbers start with the letter K
I've placed four orders with Kylie Cosmetics, all orders were delivered in a timely fashionNothing was wrong with any of the products, I received everything I paid forNo complaints AT ALL!
Hello, The customer was emailed today 7/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
I bought the Metallic liquid lip colors from this makeup brand because they were all the Rave on Youtube last month I finally got my order in the first week of July, not only are the tubes not full, the colors are sheer and they stink The smell is so overpowering it made my eyes water After multiple emails to customer service no replacements, returns, or refunds were given I think this cosmetics line is only another way to get publicity, but in a bad way I used to watch the Kardashian show and I was excited when the cosmetics line came out I saved up money from my online sales on ebay of my personal items to buy these colors, only to feel ripped off Now I have several lipsticks aka lip glosses that I can't use because one they don't work and two they smell so horrible they make my allergies act up Their customer service reps are rude, and very unprofessional I thought about making my own youtube video about it, but there are so many out there already it is not worth my storage space on my devices to even record a video I just ended up throwing them in the trash, as nobody I know wanted them, used or even brand new They also heard the stories and read many blogs about how bad the products where Had I done more research on this brand before buying it and wasting my money I would have stayed far, far away!
I am a completely satisfied Kylie customerI have bought numerous products from her at different times, they have all come before the expected delivery time, and at a very reasonable price compared to other high end cosmetics like MACThe break down is 15$/piece versus 30$+ at MACAlso, when there was a minor defect on 1/of the glosses I purchased from her, without me even asking she resent ALL THREESo now I have six for the price of three, never has such exquisite service been given to me when ordering onlineThe products are long lasting, and the colours are vibrant and highly pigmented and the scents are delightful!
Hello, Per tracking [redacted] [redacted] on the customer’s order, it was delivered on 8/8, and per the customers’ 8/email the sill had not received their orderPer our policy, see attached, we only issue replacement packages for orders that have not been receivedPer our 8/email we advised the customer that we are issuing a replacement packageOur exact email verbiage in our 8/email was, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package of order Kgoes out you'll receive an email with tracking.”