Kylie Jenner is schooling the beauty industry on social media crisis management.
The reality star and budding cosmetics mogul promptly responded to a series of Twitter posts and pictures circulated Friday by makeup artist Jeffree Star, founder of a namesake beauty brand, lambasting frayed lip-gloss applicators from her makeup line Kylie Cosmetics, by acknowledging his bad review and announcing that customers who ordered on April 1 would receive lip glosses to replace any defective products.
“Good or bad, I love hearing your feedback,” Jenner said on Kylie Cosmetics’ Instagram account. “When I saw the problem with my lip gloss brushes I stopped all production and changed it. Life is a learning experience and we learn from our mistakes.”
The dialogue between Star and Jenner started after Star posted a picture of two wonky Kylie Cosmetics lip-gloss wands with the comment, “So disappointed in this product. That wand is unacceptable.” He elaborated in subsequent Twitter posts, saying, “Was there no quality control? If you have a voice, use it. I’m sick of celebrities getting away with half-assing everything.”
Jenner didn’t shy away from Star’s complaints and delved into lip-gloss formula issues on social media. “I changed my entire matte formula in the first month to be less dry and thick and I changed the wand to be more comfortable because I listen to you guys, and I love perfection,” she explained on Instagram. She added, “Only a small amount of the old brushes were sold and I can now confirm that next week we are sending new brushes/glosses….My new brush has been available since April 1 and on the second release we sold over 200,000 of them.”
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Jenner’s fans praised her swift action. A Twitter follower going by the handle @AnuKylie declared, “I respect your passion toward your work. [You] never failed to satisfy us.” Another one posting under the name Princess Megan stated, “I love how much @KylieJenner cares about the quality of her products and making sure customers are happy with their order!”
Star seemed pleased, too. “I’m just glad they’re finally addressing the issue and fixing it, that’s all me and every customer that got these wands wanted,” he said on Twitter, continuing, “There’s no beef. I just have a passion for makeup and this industry. Glad the issue is now resolved.” Jenner replied, “I have the same passion.”