My Experience With Kylie Cosmetics
21:00
6/4/16
So, I never actually intended on purchasing anything from Kylie Cosmetics until one night, I was scrolling through Twitter and noticed that someone had posted that KC were re-stocking their liquid lipsticks the next night. Of course, I found myself on the site at 12am the following day with six lip kits in my bag and refreshing the page like a loon. I must've sat trying to purchase these blooming lip kits for a good twenty minutes when I finally decided to admit defeat. I was really annoyed that I'd stayed up all night for nothing and told myself that I wasn't going to bother again. Two weeks came around and once again, I found myself on the KC site at 12am refreshing the page. They had changed their site at this point and now had a queue, so after choosing my items, I waited in this queue and after a few moments, I received an email saying "Thanks for your order". I was over the moon knowing that I'd just been able to purchase six of Kylie's lip kits and was happy to have stayed awake that time.
9/4/16
Three days after purchasing, I received an email saying that my lip kits had been dispatched. I was so excited and couldn't wait to receive them. In my order were four kits for myself and two for my sister which I was planning on giving to her for her birthday on the 27th April (thinking I had plenty of time).
19/4/16
Almost two weeks had passed and I'd noticed that my tracking number was stating that my parcel hadn't moved from it's first location. I emailed Kylie Cosmetics' Customer Service team asking if they could look into it for me as my tracking number didn't seem to be working. They actually emailed me back on the same day, only it wasn't news that I wanted to hear. They basically told me that there was nothing they could do and that I needed to contact USPS - that is a joke, right? I work in retail myself and send out hundreds of orders a week. I know for a fact that it is the retailer's responsibility to ensure that goods get to their location. If this is not the case, the retailer either has to refund or replace. This was not the case with KC - they basically fobbed me off, taking zero responsibility what-so-ever. Apparently they have a page on their site stating that they can't be responsible for missing parcels, etc...what a load of BULLSHIT. I emailed KC back to tell them that my parcel hadn't even left California and to let them know that I'd tried to contact USPS but wasn't having any luck. I realised that I probably hadn't left enough information, so I emailed again with a screenshot of my tracking details, letting them know that the tracking hadn't updated in ten days. I also sent numerous tweets to the Kylie Cosmetics Twitter and NO, they don't reply to tweets - well, not complaints anyway.
Another two days passed and I'd not heard back from Kylie Cosmetics and I was in no hurry to be losing £130 of my hard earned money, so I emailed them again literally begging for them to find out where my parcel was. I had also spoken to my boyfriend's sister Rachel who had order some products from KC a week after I placed my order. She phoned USPS for me (as she had free international calls) and explained the situation. USPS basically explained to her that the shipping label had been printed at Kylie Cosmetics but the parcel had not yet been picked up by themselves. Hearing this, we basically assumed that my parcel had been lost somewhere in the KC depot. After getting off the phone with USPS, Rachel also sent KC an email to explain the situation once again, also telling them that she'd contacted USPS and that USPS had told her to go back to the retailer.
23/4/16
A couple of days later, I finally received an email from KC saying that they were sorry for the inconvenience and that they would send me a new parcel out within 3-5 days and I'd receive an email with the tracking number - HALLELUJAH. This made me very happy indeed and I replied thanking them very much for their cooperation.
1/5/16
Five working days had passed (almost a month since I placed my order with KC) and I still hadn't received an email saying that another parcel had been dispatched. I emailed them once again letting them know about this and asking whether they could let me know if my replacement parcel had been shipped. So, I waited...
3/5/6
Two days later I received an email saying that USPS's system was 'down' and that I needed to wait a few days for it to start working. By this point I was well and truly pissed off. So were they trying to tell me that the USPS site had been down all this time?? NO, they still hadn't shipped my replacement parcel. I emailed again. I literally felt like I was begging.
4/5/16
My sister texted me in the morning telling me that she had seen that people were receiving their replacement glosses - if you didn't know, their first batch of glosses had dodgy brushes so they had to replace them all. I was pissed enough that KC hadn't responded to my email, as well as being annoyed that they were basically trying to get out of sending me my parcel. I sent another message asking them how it was possible for people to be receiving their replacement glosses, yet I hadn't even received my original order.
At 9:30pm I received SHIPPING CONFIRMATION of my order. I was a little confused as there were only four Lip Kits on the email when I'd ordered six but didn't think too much of it and decided to just wait to see what would turn up.
5/5/16
On the 5th, I got an email from one of the Kylie Cosmetics CS team apologising for the delay and that there was a system error (yet more bullshit) - they basically hadn't shipped my new package until the 4th.
6/5/16
The next day I got another shipping confirmation email with my other two Lip Kits on there. I was assuming that they'd sent two separate parcels for some reason and was praying that I wouldn't get charged customs on both.
I tracked my two parcels every single day since dispatch and they seemed to be moving along rather rapidly - this made me very excited but also a bit nervous as I didn't want to be getting my hopes up again for nothing.
10/5/16
Today I FINALLY received my Lip Kits. I honestly thought my heart had stopped when my postman put the boxes down in front of me. They were sent in two separate boxes and somehow, I managed to receive them both with no customs charges! YAY.
Now, I'm not saying that you shouldn't order from Kylie Cosmetics, BUT I just wanted to make people aware. If you are having problems with the company, keep on and on at them and DO NOT give up. At the end of the day, they have to do something - it's their responsibility and I'm sure they'd rather help you out than have the worst customer feedback. I think their 'missing parcel' policy is just to cover their backs to be honest, but you must nag and nag for them to do something!
I hope this was somewhat helpful/interesting to know. I was really annoyed that I had to go to all that trouble to get my order but I've just tried the kits out and they are a-mazing. I can't say I'd be in a hurry to go through all of that again but Kylie's matte metals look incredible. Just be wary when ordering!
P.S. There will be a Kylie Lip Kit post with reviews and swatches up on my blog very soon! :)
3/5/6
Two days later I received an email saying that USPS's system was 'down' and that I needed to wait a few days for it to start working. By this point I was well and truly pissed off. So were they trying to tell me that the USPS site had been down all this time?? NO, they still hadn't shipped my replacement parcel. I emailed again. I literally felt like I was begging.
4/5/16
My sister texted me in the morning telling me that she had seen that people were receiving their replacement glosses - if you didn't know, their first batch of glosses had dodgy brushes so they had to replace them all. I was pissed enough that KC hadn't responded to my email, as well as being annoyed that they were basically trying to get out of sending me my parcel. I sent another message asking them how it was possible for people to be receiving their replacement glosses, yet I hadn't even received my original order.
At 9:30pm I received SHIPPING CONFIRMATION of my order. I was a little confused as there were only four Lip Kits on the email when I'd ordered six but didn't think too much of it and decided to just wait to see what would turn up.
5/5/16
On the 5th, I got an email from one of the Kylie Cosmetics CS team apologising for the delay and that there was a system error (yet more bullshit) - they basically hadn't shipped my new package until the 4th.
6/5/16
The next day I got another shipping confirmation email with my other two Lip Kits on there. I was assuming that they'd sent two separate parcels for some reason and was praying that I wouldn't get charged customs on both.
I tracked my two parcels every single day since dispatch and they seemed to be moving along rather rapidly - this made me very excited but also a bit nervous as I didn't want to be getting my hopes up again for nothing.
10/5/16
Today I FINALLY received my Lip Kits. I honestly thought my heart had stopped when my postman put the boxes down in front of me. They were sent in two separate boxes and somehow, I managed to receive them both with no customs charges! YAY.
Now, I'm not saying that you shouldn't order from Kylie Cosmetics, BUT I just wanted to make people aware. If you are having problems with the company, keep on and on at them and DO NOT give up. At the end of the day, they have to do something - it's their responsibility and I'm sure they'd rather help you out than have the worst customer feedback. I think their 'missing parcel' policy is just to cover their backs to be honest, but you must nag and nag for them to do something!
I hope this was somewhat helpful/interesting to know. I was really annoyed that I had to go to all that trouble to get my order but I've just tried the kits out and they are a-mazing. I can't say I'd be in a hurry to go through all of that again but Kylie's matte metals look incredible. Just be wary when ordering!
P.S. There will be a Kylie Lip Kit post with reviews and swatches up on my blog very soon! :)
2 comments
Hey I just came across this post. I am kind of facing a similar problem. I am really worried now. It's been long and there's no update from usps. Even I am going to keep mailing them until they have a solution. Thank you for this post.
ReplyDeleteGood post, it is happening to me too, i ordered in november 21st, they give me the shipping confirmation on december 3rd and the packages did not came yet. I email them thousands of times and they told me that could past more than three weeks until the package arrive. I dont know what to do
ReplyDelete