According to a post by Jenner on Kylie Cosmetics’ Instagram account Wednesday, the grade switch came after fans of the brand “spoke out” about the poor rating. “Better Business Bureau has looked into the facts and changed the rating,” explained Jenner. She added, “I’ve sold millions of lip kits and any complaint we have 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.”
The Better Business Bureau reported 134 complaints have been logged against Kylie Cosmetics, 70 of which involve delivery issues and 55 of which involve issues with a product or service. Six out of seven customer reviews of the brand on the organization’s web site are negative. In an investigation of Kylie Cosmetics, the bureau was told by the brand that its packages are being vandalized or stolen because they are highly recognizable. Kylie Cosmetics revealed it is taking steps to modify the packaging to combat the problem. As of June 23, complaints about Kylie Cosmetics continued. The bureau disclosed it is working with the brand to resolve them and that it will issue a new grade when a review is complete.
The Better Business Bureau’s “F” rating was the latest setback in a string of controversies surrounding Kylie Cosmetics. Digital-beauty influencer and brand founder Jeffree Star criticized Kylie Cosmetics’ lip-gloss wands, and beauty blogger Stephanie Nicole alleged Kylie Lip Kit formulas are identical to cheaper ColourPop formulas. Challenging claims like that of Nicole’s, Kylie Cosmetics told the Better Business Bureau that its formulas are not shared by any other brand, according to the Bureau’s web site. Kylie Cosmetics’ parent company, Seed Beauty, is a sister company to ColourPop. The brand was launched in 2015.
Despite its troubles, Kylie Cosmetics doesn’t appear to be slowing down. Its products sell out quickly and, via Snapchat, Jenner teased the direct-to-consumer brand is opening a store. To contain damage, Jenner has promptly addressed concerns about Kylie Cosmetics on social media. In her latest post about the Bureau’s rating, she concluded, “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.”
The reaction from Kylie Cosmetics’ followers on Instagram, where it has five million of them, was mixed. Jenner’s post on the brand’s Instagram account received nearly 65,000 likes, but it was also littered with tales of delivery hold-ups. As an example, a follower with the handle “@lauraleewatts” wrote, “Your rating isn’t low because ‘people come for your business.’ It is low because your customer service is terrible, shipping is outrageously high and your company values ‘speed over quality.’” A follower using the handle “@milliondollar_family” countered, “People say what they want. But everything about your line is perfection. I love the formula, the texture, the feeling going on and once it dries.” Another supporter pointed out Kylie Cosmetics isn’t alone in being given an “F” rating from the Better Business Bureau. With 14 complaints filed against its business, Anastasia Beverly Hills has an “F” rating.