Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12122659, and find that this resolution is QUITE satisfactory to me. Based on the attached picture kyliecosmetics.jpg other people tried to solve the problem having a replacement but the shipping never happened for real and they never provided any tracking info or link.Due to these reasons I will accept the request only when -they will send the package to me, to the German address I provided to their email yesterday (if they do not have it tell me where I can write it in order to no being published online and I will do it) and -with the tracking (existing) link with shipping details and -on top of the picture of the content of the package (currently most of the things I ordered are sold out on the website so I  guess how they can arrage another shipment of something they do not have) take a look at the sold out.jpg image taken few minutes ago- invoice declaring that is a replacement so with 0 dollars total - declaring that is a replacement outside of the package 
Regards,
M[redacted]

Complaint: 11485717
I am rejecting this response because:it states on your website that are will consider a refund if an item is either missing or if the product is not right, and in this case I have three missing!!!!!!! I have had an email this morning also to send a photo of what I have recieve which I will do. 
Regards,
M[redacted]

Per the customers' email she advised, "I've tried it 4 different times and each time it applies extremely blotchy and the color is very uneven. It also takes much longer to dry." I have also attached a copy of the email chain. Based on this information we responded with, "We are sorry to hear you...

are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Refrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desired.3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing." I would also add to ensure to fill the lips in with liner, apply one thin layer of product do not blot, and let dry for 2 minutes.

We aim to respond to all E-mails within 48 hours. Please note that this time frame may be extended during and immediately after launches, please see policy attached. If our customers have any issues upon receipt of their order, and especially in this case if the customer should receive the wrong...

order, to email customer service. If a customer receives the wrong order, upon verifying this with photos, we will then send them their correct order. Therefore on 12/8, the customer was advised we are sending them their correct order, see below for exact email verbiage:"We are so sorry for this issue. We'll have a one time courtesy replacement package of order K3799642 sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Per our policy we are not able to remove items from an order. In addition, it appears you have ordered the Holiday Box, and your ship to address is International.As stated on our website we are not shipping the Holiday Box Internationally (see screenshot of our website attached), therefore we...

canceled your order. As the Holiday Collection Box is currently out of stock you will have to wait until it is restocked to order. We are working hard to always have product in stock; any out of stock product will be restocked as soon as it becomes available. Please keep an eye on our social media and Kylie's app to get restock alerts.

As we advised on 12/15 "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you." Per our policy we only ship the customer one replacement package. We shipped them  RK3871609, and it appears they did not receive this package. As the initial...

issue was our error, we would not have counted it as the courtesy. As this is the case we can issue one final replacement package to the customer. Once the customer's' order ships they will receive an email with tracking. We also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.

As stated, the customer did receive the correct shades. We will be upholding our policy advising that all sales our final and we do not issue refunds, see policy attached.As mentioned in our FAQ, "we will only send replacements for damaged/missing product within 14 days of receipt of package." As their is no damage to the product, we will be unable to issue a replacement or refund for this issue.In addition, the product is no longer eligible for a replacement or a refund. Please note we will only send replacements for damaged/missing product within 14 days of receipt of package.The customer's first contact with our customer service team was on June 11th, however tracking indicated their package was received on May 3rd.

Our response time for emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails, see email chain attached. We do answer the oldest emails first that is why her email was not answered....

Today 11/9 the customer was emailed and advised that we would be issuing a replacement package, please see exact email verbiage below:"Hello T[redacted]We'll have another replacement package sent out to you. We apologize for any inconvenience. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"

Complaint:...

11529541
I am rejecting this response because: I have attached a picture of the email that your company has sent me with the order number and my email. I am not sure why you are not able to find this information when I am using the exact same email and the exact same order number. email-- ***@outlook.comorder number-- K1306974
Regards,
C*** ***

Our response time for emails is within 48 hours, and can be extended during and after launches. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was...

not answered. We are issuing a replacement package for order K3925250, and I have included a screen shot see attached. Once the customer's' order ships they will receive an email with tracking. We also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.

Hello,It appears the customer's orders have shipped! Order: K5151100Tracking: LZ[redacted]USTracking update: Your item departed a transfer airport in INTERNATIONAL, AUCKLAND, NEW ZEALAND on February 13, 2017 at 6:55 pm. The item is currently in transit to the destination.Order: K5149385Tracking: CJ5#####126USTracking update: Your item arrived at an origin transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on February 12, 2017 at 1:27 pm. The item is currently in transit to the destination.Order: K5144446Tracking: LZ[redacted]USTracking update: Your item departed a transfer airport in INTERNATIONAL, AUCKLAND, NEW ZEALAND on February 13, 2017 at 6:55 pm. The item is currently in transit to the destination.Please allow 24-48 hours for your tracking to update. Please note, international delivery time is 10-15 business days internationally. Please keep in mind that during the holidays, processing times may vary. This information can be found in our Shipping Policy here (also attached to this message): https://www.kyliecosmetics.com/pages/shipping-policy We recommend the customer to continue to check the tracking status periodically.Thank you!

We have reviewed USPS.com and Aus post and they both state, "Your item was processed through a facility in AUSTRALIA on December 17, 2016 at 3:16 pm. The item is currently in transit to the destination." I have attached both screenshots of each website. We also emailed the customer...

thistracking information today 12/17.

Hello, Per our shipping page on our website, we are not responsible for replacing packages that were lost during shipping on International orders, and this information can be found on our site under shipping policy see attached. Also on 4/28 the customer was advised of our policy and given a...

link to our websites' shipping page. Also we have a no refund policy, see attached, and that information can also be found on our website. Today 5/4 the customer was emailed and advised of our return policy, and our policy on lost international shipments.

Steven did not place an order through our website, kyliecosmetics.com. When customers receive order confirmations from Kylie Cosmetics, their order number will consist of 7 digits and a K as the first initial. The order number that is provided by Steven is order number #24753, which is not...

recognized in our system. It also appears that the order confirmation that Steven has provided to our Customer Service Team indicates an order that is not ours and is not issued from our website. We have included a screenshot of the order confirmation that has been provided to our Customer Service Team, that indicates an order confirmation that was sent from [email protected], which we are not affiliated with. We advise that Steven contact the website that she has placed order #24753 with as they will be able to provide the best assistance with the order in question.

Our official website is www.kyliecosmetics.comThe customer’s order was placed through another website. The order number provided by the customer does not match our official order numbers, which all begin with K. The customer’s order number is not valid in our systems. The customer’s email...

address does not match any order made in our systems. The customer has not contacted our customer service department with the email address provided [email protected] do not process orders anywhere other than our official website. We also do not authorize the resale of our official products anywhere, and all products are sold exclusively on our website www.kyliecosmetics.com.Please note fraudulent websites may use our information to appear legitimate, however they are not authentic.

Hello,The customer emailed on 7/5 (all 4 emails) and we responded to her email today 7/7, and per our website our response time is 24-48 hours. We responded within our response time listed on our site, please see attached. We responded to the customer advising that USPS tracking might be...

incorrect and to get back to us in a few days if she has not received her package.

Complaint: 11470552
I am rejecting this response because: I attached a photo from their official Instagram page since the response said the other pictures I emailed were not from their site. Their description lists "pink tones" and the skin tone of the model in their photo is the same as mine. I'm not satisfied with their immaturity in handling a consumer who is not happy. Their actions are borderline childish. 
Regards,
A[redacted]

Meilyns' package has been received back at Kylie cosmetics, and she has been notified (via email on 6/19) that we have issued her a full refund of $52.00, and that she should see the refund in 7-12 business days. In addition, we always encourage our customers to email into [email protected] if they should have any further questions about our products. Also we have removed the eye-shadows as being talc free from our website, see attached.

Complaint: 11546106
I am rejecting this response because: it already posted in my bank and is no longer pending. Meaning they have my money.
Regards,
[redacted]

We have fulfilled the required actions our side. After being provided photos of the issue from the customer, we have proceeded to issue a replacement for the product the customer inquired about. On 8/11, we issued the following response below to the customer. "We are so sorry for this...

issue. We'll have a one time courtesy replacement package sent out to you with the missing item. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." If the customer experiences further issues with the replacement package being issued, we advise that they contact us with their inquiry and we will offer further assistance.