Kylighters: What is worse; the packaging, the pigment or the customer service? / by plasticloafer


When you order a product, you expect it to be exactly what you paid for. But what happens when the item arrives to you damaged? According to Kylie Cosmetics, and I quote;

'Unfortunately, damage to product deco is inevitable over time, however, there is no damage to the product itself!

Please note that no replacements will be issued for products with damaged deco, we apologize for any inconvenience this may cause.'

I ordered three of the 'Kylighters' on their first launch, February 28th. Her company didn't send out any PR for this launch so not a single review was posted beforehand. Looking back, this was probably because the product was rushed and overall very poor, so the reviews would have heavily impacted the launch.

I started to get mixed feelings while waiting for my items to arrive, as many bloggers and youtubers started receiving their items damaged, covered in dirt and even with the highlighter pan missing. I have never ordered from Kylie Cosmetics before, and even I knew that her customer service was terrible. But I am a highlighter junkie, so I held out hope.

Yesterday, my parcel finally arrived (after paying an extra £20 in import charges) and after reading my 'Thanks for buying a lipkit' note in the package, I opened my Kylighters. French Vanilla, fell out of its carton. The glue on the back of the pan had obviously not been applied correctly and luckily I caught it before it hit the floor (I had flashbacks to the Anastasia Beverly Hills Glow Kit incident from last week).

The next thing that I noticed was that on the top of the 'Cotton Candy Cream' box, it the name of the highlighter written on a label, instead of being printed directly onto the box. So naturally I peeled this back to reveal a different product name, 'First Date'. Is this a previous name for the highlighter and they couldn't be bothered to change the box? Or is it a reused box from an old product? I don't know, but it just seems so lazy. The box must cost them pence to produce, so why not just get new ones made?

I am not done yet. On the back of the 'French Vanilla' box, the label with ingredients and other info has alot of air bubbles, with bits of dirt stuck underneath. Honestly, where are they producing these products? How can this item, that isn't stuck into the box, and has dirt and air bubbles all over the back passed through quality control?

The only product that didn't have an issue was 'Salted Caramel', I used the word issue loosely. I have swatched the highlighters, and they are bad. The formula is beautiful, like velvet but the pigmentation is not there. I'm not going to include swatches, because I really don't want to bother with the highlighters anymore. I am so disappointed with what I received, and how the customer service is just fobbing their own customers off. I will not be buying anything from Kylie Cosmetics again, and I suggest you don't either.

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Nathan Dalby.