Sarah Kinonen
July 06, 2016 05:16 PM

Source: Kylie Cosmetics Instagram

 

Less than 24 hours ago, Kylie Jenner‘s Kylie Cosmetics — the beauty company created by Kylie Jenner to produce her ever-sold-out Lip Kits — created a social media tornado when it was revealed that the Better Business Bureau gave it an ‘F’ rating due to a large amount of customer complaints.

But the 18-year-old entrepreneur isn’t going to stand by and is addressing the low grade by responding to her “haters” in a new post on her website/app.

“You guys are the reason I keep going and I’m motivated every day to make Kylie Cosmetics the best it can be,” Jenner wrote on her website/app. “I’m continuing to learn and I just want to make everyone happy. Because so many of you spoke out, I’m excited to tell you that the Better Business Bureau has looked at the facts and changed the rating.” (To clarify, the BBB has changed their categorization of Kylie Cosmetics from “Failing” to “No Rating” with a note saying they’re waiting on updates on the brand’s customer service and quality issues.)

Kylie Jenner Cosmetics Receives ‘F’ Rating from the Better Business Bureau

But pesky specifics aside, Jenner says, “I’ve sold millions of lip kits and any complaint we’ve received to date has been addressed in a timely manner. I’m sick and tired of people coming for my business. I love everything about Kylie Cosmetics and I will do anything in my power to protect and improve it every day and make you guys happy. I don’t want to respond to the haters but you guys deserve an answer and to know the facts. I love you and apologize to anyone who felt the urge to complain and didn’t receive the service they deserve.”

Earlier this week, the BBB announced it had given Jenner’s makeup company its lowest possible rating, citing the cosmetics company’s poor business practices and customer service. According to the BBB website, Kylie Cosmetics received the failing grade due to its 134 customer complaints that were filed to the BBB within the last year. Out of those 134 reviews, five were never resolved, and the company “failed to resolve underlying cause(s) of a pattern of complaints.”

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Among the 134 reviews, 55 customers experienced issues with the product itself while 77 cited delivery issues (such as customers never receiving their kits). And it took the BBB’s review for Kylie Cosmetics to address some of the complaints, explaining, “Because [the] product is shipped in highly recognizable packaging, [Kylie Cosmetics] feel that packages are being vandalized or stolen.”

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The BBB doesn’t give guidelines about what will raise their evaluation of the company from “No Rating” to a passing grade, but perhaps Jenner’s efforts to alleviate the kits’ rapid sell out rate could help? After all, Kylie feels your pain about that too.

Have you ever tried to buy a Kylie Lip Kit? If so, did you have issues with purchasing or shipping? Share below!

–Sarah Kinonen

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