A woman claims her Kylie Cosmetics package was filled with ants
Kylie Jenner's makeup brand, Kylie Cosmetics, is under fire again.
The INSIDER Summary:
- Kylie Cosmetics is under scrutiny after a woman claimed her package was full of ants.
- On August 21, Em Venditte emailed the company's customer service team, which told her that she would receive a new package.
- On September 12, Venditte still hadn't received the shipment and expressed her frustration on social media.
- Kylie Cosmetics has since responded to her, apologizing for the delay. It's believed that the new package was recently shipped.
It's a great feeling when your online order finally arrives in the mail. But for one woman who received her Kylie Cosmetics shipment, that moment turned into a nightmare.
Upon opening her box of makeup products, Em Venditte — who we first read about on — quickly noticed that there were several ants crawling around inside the package.
"I received this package on August 21st and noticed a bunch of ants inside and outside the package with weird food particles inside," Venditte wrote on Instagram.
She then emailed Kylie Cosmetics, attaching two videos of her experience as proof. Venditte claimed the customer service team responded on August 22 and said that it would send a new package within 7 - 10 days. However, as of September 12, she still hadn't received anything.
"I have received nothing and reached out again and have not received any response," she continued in her Instagram caption. "Astonished by their awful customer service."
Frustrated, she took to Reddit next to share what happened with others in the hope of getting a response from Kylie Cosmetics. "My third time reaching out is now through social media trying to get the attention of the company and share my story with reluctant customers," she wrote on the site's Makeup Addiction subreddit.
Since posting her note on September 13, it has received over 200 comments at the time of this post. She also succeeded in catching the attention of the Kylie Cosmetics customer service manager, who ultimately contacted her via email.
Sharing a link to a screenshot of the manager's message, Venditte informed users that the issue was now being resolved. Apparently, the customer service manager will be sending her package with a gift as an apology.
"Your video was brought to my attention by our team and I wanted to reach out to you personally to apologize for the experience you had with our team and for any issues regarding your order," the manager wrote. "I can assure you this matter is being investigated by our Quality Assurance team and has been escalated within the organization."
This isn't the first time Kylie Cosmetics has dealt with shipment issues.
In March, many shoppers claimed they received empty boxes over social media. According to the Daily Mail, the same thing happened in May, with some customers formally complaining to the Better Business Bureau. The company responded to the Better Business Bureau's investigation, confirming that all packages are weighed before being mailed. Nonetheless, Kylie Cosmetics also revealed that its boxes were previously targets for thieves who recognized their infamous drip-drop pattern.
Here's the full text of the note sent to Venditte by the Kylie Cosmetics customer service manager:"I am Amelia, the Customer Service Manager. Your video was brought to my attention by our team and I wanted to reach out to you personally to apologize for the experience you had with our team and for any issues regarding your order. We value our customers and their feedback and I can assure you this matter is being investigated by our Quality Assurance team and has been escalated within the organization. I really hope you love and enjoy the Birthday Velvets from your order! I will also be sending your package with a gift as an apology from the Kylie Cosmetics team! Please do not hesitate to reach out if I can assist in any other way! Best, Team Kylie Cosmetics."
INSIDER has contacted both Venditte and a representative for Kylie Cosmetics for comment.
Video: Introducing the Kylie Cosmetics Fall Lip Kits
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