I thought I’d write a quick blog post about the annoying comments I see on twitter over and over again when it comes to Kylie Cosmetics.
I’ll be the first to admit, that Kylie Cosmetics’ customer service absolutely sucks. If you have a problem with them in any way – like you receive the wrong products, receive no products, receive damaged products or your order doesn’t turn up – you’ve lost your money due to their no refund / no replacement policy. Which is absolutely disgusting. I’ll post some ways you can get your money back at the end of this post – because that’s not what I want to focus on. I’ve had issues with Kylie Cosmetics over the time we’ve been purchasing from them. From missing shipments, to payment difficulties, to rude and ignorant customer service staff.
Nevertheless, the company is doing SOME good things – they overall produce quality products (apart from those initial glosses) and are in such high demand.
So, when I’ve got shitloads of time and nothing to do, usually in the early hours of the morning, I’ll search for tweets containing “@kyliecosmetics” and I’ll add in my 2c on issues people are having. Because, as most people who have been buying their products know, they have no social media presence as far as customer service or response to queries.
Here’s my top rants about things people rant about –
CUSTOMS FEES (UK)
It seems to be that it’s only people in the UK that cop Customs fees on Kylie Cosmetics products. Everyone on twitter from the UK who orders is so quick to blame Kylie Cosmetics and tell them that it’s disgusting and they’re never buying from them again. Customs fees are exactly that – a fee set by your country’s customs service. They usually set a dollar amount and if the declared value of the goods in a package is over that dollar amount, you incur a fee. It’s happened forever – and those who shop online regularly should be aware of this. If you aren’t, it’s something to be aware of. Customs fees are ALWAYS – I stress, ALWAYS the buyers responsibility. Any company selling a product is not expected to know the Customs laws of 100s of countries that they ship to.
The UK is different in the fact their dollar amount is quite small – I’ve heard it’s 15 pounds. Most other countries in the world will be $500 or $1000 or more. Which is why no one else seems to be complaining about Customs charges. Nothing is more frustrating than people who ask ridiculously stupid questions when the answers are readily available. The Kylie Cosmetics website explains that there could be Customs charges – if I was going to buy a product for them, I would check out the information on their website prior to buying. It’s right there, literally in black and white.
Now the reason a lot of people are annoyed about the Customs fee is because of the fact that they had previously ordered from Kylie Cosmetics and had not incurred the Customs charge. After looking back over our Kylie Cosmetics boxes, we realised that Kylie Cosmetics, early on, were doing something which was illegal – in that they were under-declaring the value of the goods in the package – putting every item at $1.00. We all know this isn’t true. So recently, they’ve gone and started putting the correct value down – US$29 for each lip kit and so on, reflecting the actual value. This has caused total value to exceed the UK customs amount.
So my rant regarding Customs fees is summed up in that – Customs fees are NOT Kylie Cosmetics fault. They’re Customs. If you have an issue with it, take it up with your local Customs body. At the end of the day, it’s your responsibility as the buyer to know what Customs charges you may be expected to pay.
TWEETING @KYLIECOSMETICS AND GETTING ANGRY WHEN YOU DON’T GET A REPLY
This is my second rant about something people rant about.
Now, Kylie Jenner may be a social media queen – but this has not transferred to her company, Kylie Cosmetics. People tweet @kyliecosmetics every day with questions regarding their orders, with complaints, with requests – but the simple fact is, the twitter account @kyliecosmetics has NEVER replied to a persons tweet. The only thing they do is post images of their own products, or people wearing their products. It’s a total waste of time to tweet them and expect any form of reply. The only means of contacting them is via their customer service email – and you’ll be lucky to even get a worthwhile response there.
This would improve the company so greatly – if they employed a person, or multiple people to respond to tweets. Customers would feel like they’re being interacted with and would get the answers to their questions and queries in a timely manner. Most of the tweets people send can be responded to simply – and all they want is a reply and some resolution. This is one of the markers of a good company – unfortunately @kyliecosmetics fails in this regard.
SAYING “ANNOUNCE THE RESTOCKS PUBLICLY.”
I know this will be a contentious issue that a lot of people won’t agree with me on. Nothing annoys me more though than people saying “I’ve tried 100 times to get Kylie Cosmetics but it’s always sold out” or “You never release the restock times publicly.”
There is a really simple solution if you ask me. Subscribe to the app – it’s that easy. Kylie Jenner has always said that updates will be on the app and they always have been. If you’re willing to pay US$29 + postage per lip kit – spending the $4 or whatever it is to subscribe to the app is a worthwhile investment, especially if you’re spending so much time and effort on trying to get the products and you’ll be a repeat customer.
Even if you don’t want to subscribe to the app – use common sense – the restock days / times are posted all over twitter. It amazes me how many people don’t take advantage of the knowledge which is on social media. It takes a couple of seconds each day to type in “kylie restock” in twitter – view all tweets and quickly browse through them looking for restock dates and times. Hundreds, if not thousands of people post the times on there in advance.
Tweeting @kyliecosmetics and getting angry at Kylie Jenner for not announcing the time / date of restocks publicly is simply ridiculous. The information is out there – there’s a cheap way of getting it and a very cheap way of getting it. If obtaining the products is important to you and it’s making you depressed not being able to get them – spend the extra few dollars and you’ll find you have no worries getting what you want.
HAVING PROBLEMS WITH KYLIE COSMETICS?
There’s been countless stories on social media about people having problems with lost packages, getting the wrong products, being charged and not getting orders – all those sorts of issues. Kylie Cosmetics sticks by their “no refunds or replacements” policy. Which will often leave you out of pocket, sometimes by a LOT of money. It isn’t acceptable.
The exception to this was when the problems were brought into the media by Jeffree Star with the faulty lip gloss brushes. In order to avoid a public relations nightmare, Kylie decided to replace everyone’s glosses who purchased on that day. Funnily enough, anyone who bought after that day and has the same issue, gets no replacements.
The Federal Trade Commission (FTC) in the US looks after the rights of consumers. If you, or anyone you know has had problems with not being able to get refunds from Kylie Cosmetics or gets an unsatisfactory response from their “customer service” – I would recommend filing a complaint with the FTC.
The FTC is accessible to anyone in the world, providing they are complaining about a company which is in the US. I would hope, that once they start receiving hundreds of complaints, the company will have to take action.
You can go to the complaint form for online shopping here – FTC Online Shopping Complaint Form
If you still have no joy – I’d recommend that you simply contact your credit card company and request a chargeback for unreceived items. Your bank will usually talk you through this procedure. They are quite understanding – make sure you have receipts / order numbers and all of your information handy.
If you don’t have the app and want to be updated on restock dates / times – we’re happy to provide you with that information via DM on twitter. Simply follow @LMentertain and drop us a message. However, we simply request you don’t publish the details publicly, because it has the potential to be seen by hundreds of thousands of people, all who you are competing against to get the products. It’s in your best interests not to.
If you’ve had problems getting Kylie Cosmetics in the past and have yet to be successful, we have a GUIDE on how to maximise your chances – READ IT HERE.
Thanks for reading! :] Feel free to leave a comment with your experiences or any feedback you may have!