The Kylie Shop

We have already resolved the issue with the customer and have refunded the missing itemWe have no reason to refund shipping, as they received the rest of their package and specifically wanted a refund for the missing item, not the item itselfAfter, the customer purchased the same item we would have sent at no cost, but now wants a refund for itWe did not have suggested she make an additional purchase

From my understanding, it appears that the customer is upset with the timing of the package because they wanted ti to be a Christmas giftWe knew that this would be the case for many, given the timing of the website launchThis was why we added this question to our FAQ section, so that people would know that their package may not arrive in timeIt explicitly reads as belowWill I get my package in time for Christmas:Due to the high volume of shipments going out during the holiday season, we cannot guarantee that you will get your package in time for Christmas

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12601356, and find that this resolution while not what a customer needs in dealing with a business, I am accepting the fact of the company using their policy of NO Customer Service Regards, S [redacted]

Hello Revdex.com! We responded to the customer's email within days after it was receivedWe have already taken care of this and shipped the replacement case 12/27/1:PMThe Kylie Shop - Customer Service (TKS8) (TKS8)SubjectPhone casesHi Jenna,We got your message about not receiving what you ordered, we sincerely apologize for that!We are shipping your newPink Lips iPhone Case(7+)todayYour new USPS tracking number is[redacted] 97503830557.Let us know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS8)12/23/1:PMThe Kylie Shop - Customer Service (TKS6) (TKS6)Pink Lips Case 7+- order# 213912/23/1:PMThe Kylie Shop - Customer Service (TKS6) (TKS6)SubjectPhone casesHi Jenna,Thank you for the photoWe really apologize that you received your order damaged!For your inconvenience, we are not only sending along a replacement of the broken case, but adding in a free Dripscase in the same phone size with your replacement shipment.You will receive a tracking email within the next business hours.Let me know if you have any questions!The Kylie Shop - Customer Service (TKS6)12/20/8:AMJenna Wuethrich SubjectPhone casesAttachmentsIMG_4234.JPGOn Sat, Dec 17, at 6:PM Jenna Wuethrich wrote:> Earlier today I received my new phone cases from the Kylie shopI was> super excited to get them and see how they looked on my phone, however I> was really dissatisfied and disappointedMy pink lips phone case was> broken by my lock buttonI didn't pay to get a broken caseThe order is> number 2139.> I've never really had any issues with my Kylie cosmetics orders or my> other Kylie shop order but this is really frustrating.> - I would like a response.> Sincerely, Jenna Wuethrich>I also forgot to add the picture I tookAllCommentsOutgoingIncomingOriginalMost RecentShowing of item(s)

We have reached out to the customer to try to get to the bottom of thisThe customer has not responded to our emails in over a weekI just sent another email, hoping to get a response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11895410, and find that this resolution is satisfactory to meThank you for your help Regards, J [redacted] ***

It has been business days since the customer first contacted usWe responded to them today and are willing to work with them to resolve this

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11885987, and find that this resolution is satisfactory to me Regards, E [redacted]

The customer states that we are taking advantage of young people because we do not accept returns or exchanges, yet we state this clearly in our return policy, FAQs, and every single item page where customers purchaseNo, we do not have a physical store, only an online storeIn the Revdex.com complaint, the customer states, “Without a physical store, there is no way to know if the product will fit and they offer no recourse.” We include a size chart on every product pageWe will definitely consider adding the policy elsewhere since it seems to be missed Tell us why here

Complaint:
I am rejecting this response because:
Regards,
J*** ***

The customer was charged exactly what they paid for. And after contacting us, we immediately told them to simply refuse the package and we could issue a refundThey did not respond to us, and this Revdex.com complaint was the next thing to come upInstead of refusing
the package, they accepted the package and paid customs fees to do so.The Kylie Jenner Shop

Complaint:
I am rejecting this response because:I still have the point of contention of this business taking of advantage of young people, purchasing because she, Kylie Jenner, is a public figure and this motivates these young people to want to purchase. They do not acknowledge the fact of this business having NO customer service., i.e., return, exchanges, or store credit. This business takes the money without any regard to the fact, there is no physical store for the customer to try the clothing on to see if it will fit. When the product does not fit, they do not apologize but simply hide behind their policy of "nothing to do". That is a total lack of respect for the customer and bad business. Without a physical store, there is no way to know if the product will fit and they offer no recourse. I imagine, this is where the term, Buyer Beware, comes from
Regards,
S*** ***

Hi M***, We issued your requested refund for order #153413, as stated in the email conversation we have had. For order #152245, we cannot issue you a refund, as we shipped the package within the time stated on our website:The processing time for orders is 3-business daysAfter that,
delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays this time may varyThank you for your patience. We do apologize for the delayed responses

Complaint:
I am rejecting this response because:YOU guys didn't send me the item which I ordered as a Christmas giftThe day I received the package Dec.19th with the missing shirt I contacted you right awayI then saw the items were restocked that same day and reordered it knowing her items sell out within hours & in fear that by the time customer service responded there would be no shirt to send me, & knowing customer service usually takes about 3-business days IF that to respond to emailsYou didn't respond for daysIf I hadn't stated I was reporting you guys I doubt I would have even gotten a responseIt is clearly shown by the thousands of complaints and comments on your instagram that you guys have a HUGE problem with ignoring customers.I had to reorder the shirt because of your mistake & I needed it for a Christmas giftWhich I STILL didn't receive in time since you sent me the email stating my package was on the way the following day Dec.20th (even though there's a "3-5" day processing time) yet my item wasn't actually shipped out until TWO days laterYou would think since I was subscribed to her app in order to purchase early and & after waiting the "3-day processing time" plus shipping a total of days, you would have gotten my order correctIf both items were sent correctly the first time I would not have had to repurchase the item and spend another $on shippingYou guys are a multi million dollar company refunding me my $shipping will not hurt youPlease refund me my shipping cost for your mistake & taking incredibly long to respond to my issue in the first place
Regards,
C*** ***

They reached out to us to confirm if the hat was made in the USA as stated on the websiteWe responded and apologized for the misinformation and immediately updated our websiteThey did not respond to us, and this Revdex.com complaint was the next thing to come up.The Kylie Jenner
Shop

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12554872, and find that I would like the company to ship me the correct items that I paid for as well as credit me for my shipping costs on returning the incorrect itemsThank you.
Regards,
J*** ***

Hi ***,We apologize for the delayed response! Although we do aim to respond in hours, as stated in our FAQs, this may be extended during and following launches.We located your returned package using the information you providedThank you!We can definitely still ship your correct items or issue
you a full refund, whichever you preferIt appeared that you wanted them reshipped for Christmas, but it will not make it there in timeKnowing this, would you prefer a refund?Tell us why here

Complaint: 11907172
I am rejecting this response because: If you would have sent the correct items when I originally ordered I would have received them in time for Christmas, but you guys didn't so I had to reorder. You should refund the shipping cost for the inconvenience.
Regards,
C[redacted]

The customer's package was returned to us, and we immediately reached out to the customer to see if she would like us to reship the package, or if she would prefer a full refund (including shipping). The customer said that she still wanted to receive the package so we immediately reshipped it. We...

explained to the customer that we cannot refund the shipping cost since we shipped the package not once, but twice. We understand it was no fault of the customer's,which is why we reshipped the package at our expense.We apologized to the customer for the delayed response, even though it is noted on the website that the response time is delayed during and following launches.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12601356, and find that this resolution while not what a customer needs in dealing with a business, I am accepting the fact of the company using their policy of NO Customer Service.
Regards,
S[redacted]