The Kylie Shop

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 me. Thank you for your help. 
Regards,
J[redacted]

The customer was sent another case since the original package was missing one. We emailed her and provided new tracking. Communication below.12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)Subject Change in order #13470Hi J**,We got your message about not receive what you ordered,...

we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJ[redacted]#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)Subject Change in order #13470Hi J**,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJ[redacted] <j[redacted][email protected]>Subject Change in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.    12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)SubjectChange in order #13470Hi Joy,We got your message about not receive what you ordered, we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJoy Lee#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)SubjectChange in order #13470Hi Joy,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJoy Lee <[email protected]>SubjectChange in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)SubjectChange in order #13470Hi Joy,We got your message about not receive what you ordered, we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJoy Lee#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)SubjectChange in order #13470Hi Joy,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJoy Lee <[email protected]>SubjectChange in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)SubjectChange in order #13470Hi Joy,We got your message about not receive what you ordered, we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJoy Lee#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)SubjectChange in order #13470Hi Joy,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJoy Lee <[email protected]>SubjectChange in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)SubjectChange in order #13470Hi Joy,We got your message about not receive what you ordered, we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJoy Lee#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)SubjectChange in order #13470Hi Joy,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJoy Lee <[email protected]>SubjectChange in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.12/29/2016 10:00 AMThe Kylie Shop - Customer Service (TKS9) (TKS9)SubjectChange in order #13470Hi Joy,We got your message about not receive what you ordered, we sincerely apologize for that! We are shipping your Pink Lips iPhone Case (7+) today. Your new USPS tracking number is 94[redacted]97503515515We really apologize for the inconvenience. Let me know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS9)12/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)MISSING ITEMJoy Lee#134701 x pink lips case (7+) SKU 1812/28/2016 12:12 PMThe Kylie Shop - Customer Service (TKS7) (TKS7)SubjectChange in order #13470Hi Joy,Please excuse the delayed response. Due to a high volume of orders, we were unable to reply to your e-mail sooner. We apologize for any inconvenience.We got your message regarding your incorrect order. We sincerely apologize for that! We are shipping your replacement item today! Your new USPS tracking number will be sent to you in a separate e-mail.We will include a prepaid return label with your correct item and you can send us back the old one. Please let me know if you have any questions.Thank you for your patience!The Kylie Shop - Customer Service (TKS7)12/28/2016 11:39 AMThe Kylie Shop - Customer Service (TKS1) (TKS1)missing item12/21/2016 9:58 AMJoy Lee <[email protected]>SubjectChange in order #13470Okay, that's fine. But the fact remains that I only got one case in themail. I ordered and paid for two. I either want a refund for that secondcase or have it delivered.

We have already resolved the issue with the customer and have refunded the missing item. We 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 itself. After, the customer purchased the same item...

we would have sent at no cost, but now wants a refund for it. We did not have suggested she make an additional purchase.

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]

From my understanding, it appears that the customer is upset with the timing of the package because they wanted ti to be a Christmas gift. We knew that this would be the case for many, given the timing of the website launch. This was why we added this question to our FAQ section, so that people would know that their package may not arrive in time. It explicitly reads as below. Will 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.

We see that the package was delivered on 12/22/2016 to the customers residence. We also tried to allow the typical 5 business days for it to arrive, as USPS frequently marks packages as delivered before they actually are. We are willing to work wit hthe customer to resolve this.

It has been 3 business days since the customer first contacted us. We responded to them today and are willing to work with them to resolve this.

We have reached out to the customer to try to get to the bottom of this. The customer has not responded to our emails in over a week. I just sent another email, hoping to get a response.

We have reached out to the customer and informed them that we issued a full refund. We also sent an email apologizing for the inconvenience and the customer should have also received a separate refund confirmation email.

Hello Revdex.com!  We responded to the customer's email within 3 days after it was received. We have already taken care of this and shipped the replacement case.  12/27/2016 1:04 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+)today. Your new USPS tracking number is94[redacted]97503830557.Let us know if you have any questions.Thank you for your patience with this!The Kylie Shop - Customer Service (TKS8)12/23/2016 1:22 PMThe Kylie Shop - Customer Service (TKS6) (TKS6)Pink Lips Case 7+- order# 213912/23/2016 1:19 PMThe Kylie Shop - Customer Service (TKS6) (TKS6)SubjectPhone casesHi Jenna,Thank you for the photo. We 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 24 business hours.Let me know if you have any questions!The Kylie Shop - Customer Service (TKS6)12/20/2016 8:57 AMJenna Wuethrich <j[redacted]@gmail.com>SubjectPhone casesAttachmentsIMG_4234.JPGOn Sat, Dec 17, 2016 at 6:25 PM Jenna Wuethrich <[email protected]>wrote:> Earlier today I received my 2 new phone cases from the Kylie shop. I was> super excited to get them and see how they looked on my phone, however I> was really dissatisfied and disappointed. My pink lips phone case was> broken by my lock button. I didn't pay to get a broken case. The 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 4 of 4 item(s)

We have our refund and exchange policy on our Refund Policy page, our FAQs, and every individual product page that the customer orders from, to ensure the policy is not missed. Unfortunately, it was still missed. We will look into putting this information in additional places on the website. We are...

unable to offer a refund or exchange for the item, per our stated policy and do not currently offer store credit.