18.4.16

Kylie Lip Kits: The Most Hyped Up Makeup Disaster Of Recent Times

Since the dawn of consumerism there's always been a much coveted product that, given enough hype, crazed men and women will go do almost anything to get their hands on. When I was growing up it was Cabbage Patch Kids, Tamagotchis and Teletubbies; it later evolved into iPhones, H&M designer dresses and anything with Beyonce's name on, but in 2016 the hottest thing you can have in your handbag is a Kylie Jenner lipgloss. If you've been living under a rock (or just not fussed about celebrity endorsed products or anything to do with the Kardashians,) then you may have failed to notice that the youngest of the clan has launched her very own twenty piece lip range which is causing quite the stir. Since it was launched last year, Kylie Cosmetics and the associated Kylie Lip Kits have been in such demand that there are stampedes every time the website is re-stocked; with an individual lipgloss being offered for upwards of £50.00 on eBay, it's no surprise that the unprecedented demand is creating an even more elevated level of buzz than would otherwise have occurred from anything with a Kardashian-Jenner name attached. Kylie is one clever girl, understanding that her trademark pout is the key to an absolute goldmine; her influence and the interest in her look will only last for a finite amount of time, so the key is to make as much money while the iron is hot. Although I've not tried the lipglosses myself, they're said to create the ultimate 'Kylie' look her fans dream of, while the texture and finish has impressed even the most anti-Kardashian of beauty fans. However, something is going fundamentally wrong up at Kylie HQ and her empire could be about to fall apart if issues aren't rectified soon. Although you can barely miss the hype around these little tubes of gloss, it's also increasingly hard to miss the negativity and endless complaints that are popping up all across social media. Kylie, it seems, didn't attend Business 101 and doesn't understand the basic issues of quality control and customer service.


Each one of the Kylie lipglosses will set you back around £30.00 (including shipping and import duty,) so expectations are unsurprisingly high. With Kylie being one of the most followed and influential celebrities of modern times, you would have thought she would have invested in making sure her debut business opportunity was seamless in every way - so as to only further fuel the fire of demand. Unfortunately for her, you only have to do a quick search to find an overwhelming number of complaints from those that have tirelessly refreshed web pages and waited patiently for their lipgloss to arrive, only to be disappointed. It's not unusual for there to be some packing mistakes when it's such a huge operation, but more and more customers are sharing their frustrations at being sent the wrong shade or having glosses missing altogether; some aren't even getting their delivery at all, or are being sent empty boxes with not even a hint of a gloss inside. Yep, empty boxes are actually turning up on doorsteps (read Salt & Chic's blog post here for the full story) and Kylie Cosmetics are basically refusing to do anything about it. There have been cases of faulty tubes causing the product to completely spill out during shipping, broken or damaged brushes rendering the whole product unusable, and some glosses only being filled half way - but vitally, the customer services team behind the Kylie Kits are making up all sorts of nonsense (if they respond at all) in order to keep their bottom line looking as healthy as possible.

It's understandable that the packing team are probably under a huge amount of pressure to get orders out as quickly as possible, but to be packing up faulty products (or just no product at all) is simply unacceptable; it doesn't matter if you're the most famous teenager in the world, this is not ok. No matter who you are, if a customer buys a product and parts with money the brand has a legal obligation to provide a product that is fit for purpose. If you ship something that's faulty, you have a duty to either replace it or offer a refund; if you send a product and it doesn't reach its destination, it's your responsibility to find out where it's gone; if your packing team make an error, it's your job to fix that as swiftly and easily as possible. Ignoring it, offering excuses or simply refuting your liability will not cut it in a modern world where we can share our dissatisfaction and frustration at the push of a button. Some of the responses consumers have received from the customer service team (if they've received anything at all,) have been somewhat laughable, with every excuse under the sun being used to wiggle themselves out of a sticky situation. From products 'being designed to work like that', to 'not being responsible for international orders' to absolute radio silence, Kylie needs to invest a little of that revenue back into training her team. A simple apology and 'we'll get you a replacement as soon as one is available' is all it needs to be.

Does Kylie think because the demand for her lip products is so insane that she can get away with dodgy product quality and non-existent customer service? If anything, as one of the most famous siblings on the planet her business operations will be under more scrutiny than the average. It's estimated that the company behind these lip kits is making around $1.5 million every single time a new batch of products goes on sale, so it's not as if they're short of a few bob. They have the funds to provide the best quality control and customer service known to man, but it seems they'd rather scrape by and keep more of the pie for themselves. (Because apparently it's expensive being Kylie Jenner.) Right now the hype is still outweighing the negativity, helped by a weekend of Kylie applying her favourite shades to her celeb besties all weekend at Coachella, but that won't last forever. Increasingly stories are popping up online, articles are being written, instagram posts are being uploaded and frustrated tweets are being sent; there are almost as many images of faulty products as there are of glossy lustworthy ones, and as many posts complaining as there are expressing their excitement at finally getting their hands on a little piece of Kylie. With a presence based on being the 'girl next door' (albeit in the mansion) that her fans can relate to, if these issues aren't rectified as soon as possible then the bottom will inevitably fall out of this business model. If we can't trust Kylie to deliver us a functioning lipgloss, then what can we *actually* trust her to do? My advice: the next time Kylie restocks, don't press 'buy' unless you can afford to lose the amount of money you're about to part with.

Have you had any negative experiences trying to buy a Kylie lipgloss, or have you managed to get your hands on one without any problems at all? What do you think of the increasing negativity that surrounds the brand, and what do you think Kylie can do to rectify it?

Image courtesy of www.xojane.com (Make sure you check out her whole review for more info on the products themselves and to see whether it's worth setting that alarm.)

Features PR samples unless otherwise stated. To read my full disclaimer, click here.  
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49 comments

  1. To be honest I am just not too fussed about celebrity endorsed products or anything to do with the Kardashians. I read the post and have to say it's disgraceful! all those poor customers, what a waste of money. Also I don't even think it visually looks nice at all - for the price I would expect the packaging (tube) to look much better - design on the tube is very poor.

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  2. I was excited when these were released but I think the novelty has worn off now, I can't be bothered to keep trying to get my hands on them, it has been really frustrating, and too much hard work, they seem a little too expensive also! I have heard a lot of negative reviews about the delivery and purchasing of these which has totally put me off, the customer service seems very poor x

    Zoe Mountford x

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    1. They've definitely hyped it up with a clever move of limiting the supply, but they've also lost out on a lot of sales by annoying people who can't get hold of them. I honestly think in 6mths time it'll be like the Teletubbies toys all over again - too many on the shelves and everyone feeling a bit 'meh' about them!

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    2. Anonymous2.5.16

      I think a lot of people I know only wanted one because they had good matte lipsticks but now that brands like too faced are making good quality matte lipsticks I think that there is less of a craze for kylie lip kits

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  3. I love her liquid lipsticks but passed on the glossed, they weren't really my thing. She has addressed the bad applicator issue though and is sending out replacements to everyone who ordered which is a good move - i think this might be the start of someone making her get her act together!

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    Replies
    1. It seems that a very well known makeup artist in the US complained and that's the reason why - shame it wasn't the 100s of other customers though!

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  4. I honestly haven't even attempted to get my hands on any of her products and after hearing a few horror stories and seeing how poor the quality control seems to be, I think I'll stick to finding dupes at a lower price. I'm also pretty shocked that even after so many complaints it's taken Jeffree Star saying something for them to finally rectify a problem. Pretty poor in my opinion! x

    Megan | http://www.meganjean.co.uk

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    1. I can't see how the formula will be that revolutionary - I'm pretty sure I've got about 5 others in my stash that look the same kind of finish!

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  5. I tried getting one shade I liked a few times now only to be told sold out when finishing my order. I have given up :)
    Pam xo/ Pam Scalfi♥

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  6. I'm honestly not at all interested in the Kardashians and if I wanted to spend that sort of money on a lippy, I'd go and buy something really nice from the likes of Estee Lauder, YSL, Chanel, etc. I'm really not fussed on celebrity endorsed products generally and I think these are so overpriced as well. The none existent customer service is just another reason to not bother if you ask me,
    Em x
    http://themusingsofem.blogspot.co.uk/

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    1. Anonymous4.5.16

      Totally agree, I mean seriously what are people trying to emulate here? Along with the rest of the K/J clan she's plastic and vacant. I agree that if you are going to spend that kind of money then go with a trusted, valued brand such as YSL, Tom Ford, Chanel etc. at least you know you are paying for a certain level of quality and a heritage that the brand won't compromise on.

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  7. It's a shame you didnt like these! I have Koko K and I've really been enjoying it! But the price for it is so expensive

    xx, A Little Dose of Makeup

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    1. I haven't actually tried them! The post is just based on testimonials and conversations I've picked up online...

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  8. I was pretty interested to see what they were like but I have seen much more bad than good about them. Thank you for sharing this honest post :) xx

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  9. I can understand the hype, but they don't seem to worth the extra expense. Prefer the design and wear of the Kat Von D liquid lipsticks. There is definitely a market for liquid lipsticks, that is missing in the UK. Need more!

    Afshan - afshanesque.co.uk

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    Replies
    1. I heard today that Kat Von D is coming to Debenhams in the not too distant future!

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  10. Love your blog! Please check out my fashion, beauty & travel blog! xx

    http://www.nataschacox.com

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  11. I read the Salt & Chic blog post and was appalled. I'd love to try one but can't be bothered with all the hype and I certainly have no intention of spending money with any company who treats their customers so badly regardless of the name .

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  12. To be fair as she is only 17 years old I don't think she's going to have a huge amount of experience in trade and product quality! I mean the only input she probably has in these is wearing them and instagramming them. Sounds like they need to start working with a company who will deliver the right products to the right people!!

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    1. It doesn't matter how old you are - if you put your name to something it's your responsibility to make sure it's fit for purpose. If you go into business you have to operate professionally. She's a global brand with a huge team behind her; there's no excuse really for the shenanigans that have gone on.

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  13. I knew there was a reason I didn't want to try these lip glosses.
    It's unbelievable they'd be doing such a bad customer service.

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  14. Wow that post - that's shocking service!!! I am put off by the frankly insane customs charges so I won't be buying xx
    The perks of being a hipster blog

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  15. I ordered 3 weeks ago and haven't received anything yet but hopefully they will arrive and be worth it!

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    Replies
    1. You'll have to let me know!

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  16. Even though I'm not a Kardashian/Jenner fan I'd like to try one, see what all the hype is about. The shipping/import duty and costumer service however threw me off, I'd rather order a Kat Von D liquid lipstick from Sephora instead.

    beauty visions

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  17. Not good! I was not too bothered about trying these to be honest and haven't heard great things. So overrated!

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  18. they do not care about it because the sales are so high compared to the complaints on the internet. do not get me wrong, i am not agree with this, but I think they put in balance and still have sales on this products. it is like: "WTF, we sell so much, shit happens!" dont u think?

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  19. Although I'm far from a fan of the Kardashians or Jenners and wasn't interested in these at all to begin with I started to want one after seeing the great reviews. I checked up on the price and when I discovered they actually worked out quite expensive once shipping etc was added I changed my mind and I'm really glad I did. It's disgraceful the level of service they're providing but I guess she thinks she's a big enough name that she doesn't have to bother worrying about it x

    Becky @ The Little Blog of Beauty

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    1. I wasn't interested at all - more intrigued to try one after the hype - but it's not worth the risk of ordering if you just don't know what you're going to get on your doorstep (if anything!)

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  20. To be honest I don't see the point of purchasing the Kylie lipglosses when there are much cheaper and better dupes out there. I've never been one to purchase from the Kardashians anyway - I'm no a fan - and after hearing all the negative reviews I'm glad I haven't bothered to order any of the lip kits.

    Chichi
    chichi-writes.blogspot.co.uk

    P.S. If you're looking for a really good dupe then I recommend the NYX Lip Lingerie :)

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  21. Never tried anything from her line before, but I've been hearing a lot of hype around her products!

    Elle // laorcabella.com

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  22. Kardashian endorsed is enough reason for me NOT to even look at it.

    With quality control like this I stand even more firm in that decision.

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  23. I've placed three orders with them now and so far two have arrived in good condition, with no customs. I've even emailed the team and had a response later that day. My only problem is that they usually take a week after ordering to ship them. Xx

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    1. Can I just ask, what about the third?!

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  24. As another comment stated, for £30 I'd rather go to Givenchy or Chanel and get my money's worth.

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    Replies
    1. At least you know what you're getting then..!

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  25. I can't believe people are willing to part with that amount of money for a lip gloss/liquid lipstick because of the girl behind the creation of it. She's so young, and beautiful and really pushed as a role model for the younger generations but that's not enough to be a successful business woman. Leaving that all aside, the negatives far outweigh the positives and that for me is a no go. Maybe in a few years when the hype dies down, she'll take the time to deliver the goods promised and we'll all be making orders then.

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  26. Well said!!!
    The brushes from the gloss are coming in well below quality expectations! And and when you are paying that much money it should be damn near perfect!
    Thanks for the good read :)

    Rikki
    jadeandrikki.com

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  27. Annabel26.4.16

    I have to disagree with this. I have bought three different lip kits on three separate occasions here in the UK and every single one has lived up to the hype. I absolutely love the product, I have never had any problems with delivery, packaging and the product and I think I can speak on behalf of many fans. £30 for a lip kit which includes delivery from the US I think is completely reasonable and I will continue to buy her products when I see one I like. Just because a few people have had bad experiences, doesn't mean you should tarnish the brand like this. The positives outweigh the negatives 100% and you cannot judge until you try, which you have. I recommend you actually trying her products and then writing up a review on your experience as that is a lot more helpful for people who want to buy.

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    1. That's your prerogative to buy and continue to buy, but it's not just a few people that have had negative experiences - they're in their 100s if not 1000s and have generated mainstream press coverage. It doesn't matter who the brand is, it's not ok to operate in this manner and it's my job to bring news and information to my readers - good or bad.

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  28. Geez. I guess kylie cosmetics needs to hire more people. It's obvious they're outnumbered. The demand is crazy! No doubt about that.

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  29. Having loved the Kardashians and have followed them for a long time, I was very excited when Kylie brought out her lipkit.
    At first I wasn't fussed but as the hype got bigger I just happen to go in the website as they where being released!
    I picked up two! Poise K and Koko K! It took about 2/3 weeks to arrive and when it did my KK liner had been broken, everytime I sharpen it, it would break!
    I emailed her team and as much as it took 3/4 emails they did send me a replacement without any hassle so I was very happy and impressed!!
    I do love them, they are my first Matte lipgloss but I feel it's all about Kylie!
    Would I have bought it if it didn't have her name on it? No!
    Also getting her lips is unrealistic since she has lip fillers!
    But I loved your post! :)

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  30. This is the first I've heard of people having problems with these, it seems like half the world is bending over backwards to get their hands on those glosses! For me they just don't appeal at all, but to each their own.

    I feel so bad for the people who had empty boxes turn up at their door, though for me I've stopped trusting Kardashian-related products, ever since they started endorsing waist trainers/modern day corsets which I think is ridiculous.

    www.thesundaymode.blogspot.com.au

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  31. I agree that those lip kits and glosses are slightly overhyped and also overpriced. Considering how many times I've seen negative reviews as well as read about bad customer service, I'll give these ones a miss.

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  32. I've got s few of the glosses and liquids, no buying problems at all. I don't care a joy that it's her I wanted the liquid formula, it's in my top 3 next to Dose of Colours and Mskeup monsters, can't take that away from her. Jeffrey Star slates her but I've had extremely poor CS from him! All these brands are jumping on the hype wagon with release dates, Ltd edition, passwords etc. Then it's so funny when they say 'We broke the Internet' it's us consumers falling for it every time.

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  33. I really can't with the Kardashians so it's not that big of a deal for me.
    But from another standpoint, I'm cruelty free in my makeup choices and the responses her team has given a lot of bloggers regarding the issue have been dodgy or evasive even though they claim the product is CF. So that's just another problem in my opinion.
    Besides that I also saw the photos on Jeffree Star's twitter and from a marketing standpoint - when a proper celebrity buys your product don't you *want* to send him the best one possible?? He has over 1m followers on every network! yes the Kardashians have more but it doesn't hurt to have someone like Jeffree Star on your side, who is very outspoken, has mainly good reviews, is as popular (his stuff sells out in hours from re-stock) and is very open about his cruelty free status.

    www.sammysanscruelty.com

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  34. Agreed! I read S&C's post and my mouth was literally on the floor at how bad this is as I had nooooo idea. I did want one for a while but not prepared to jump through those hoops, especially when we have brands like NYX who great great colours/coverage at a fraction of the cost xx
    curiousaliceloves.wordpress.com 👌😙

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  35. Will be in TK Maxx in a few weeks in a sticky box ! would rather have Tinky Winky :)

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  36. This article deserves a red carpet! lol I wouldn't put this toxic shit on my lips if I was paid to. So sad how young girls have to live up to an image that so unrealistic. Being a teenager today would be so hard! ... Now as for Cabbage Patch Kids that craze was legit AHAHAHA

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