Anix, LLC

Our email response time is 24-48 hours see attached, and we responded to the customers inquiries within this time frame. I have also included an attachment of the email correspondence that has been date and time stamped. Per our policy we only issue replacements we do not issue refunds, we are send...

a replacement package of order K2275405.

Complaint: 11979535
I am rejecting this response because: it takes longer than two week to find out that your product is defective, its makeup. I don't wear that color everyday. When I decided to use the product I found out that the tube was not full of product. when the tube is no full the product will resend back into the tube no matter how much I sharper it. I spent over $500.00 dollars with Kyliecosmetics.com in 2016, this is not the first time that this has happen. I have friends and coworkers that has the same issues, its just not acceptable. I would like for the company to replace one True Brown K lip loner
Regards,
T[redacted]

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 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12463298, and find that this resolution is satisfactory to me.
I ordered through kyliecosmetic.eu which was the top link on Google. This could well be a hack? I emailed [email protected] and Tweeted the official account. 
Regards,
J[redacted]

Both of the customers’ orders were placed on 4/22 K639120 and K642786, and the customers’ initial email to Kylie Cosmetics was on 6/27. The customer was advised, “We do not accept returns, exchanges or refunds; all sales are final. Please see these terms specified on our website:...

http://kyliecosmetics.com/pages/refund-policy , “ and see attached. We will be upholding our policy and we will not be able to accept any returns or provide any refunds.

The customer was issued a replacement package to ensure that they receive their order as intended. We issued the following response below to the customer on 9/14:"It appears that your shipping address is incomplete, please send us your complete shipping address so that we can send your...

products.Please fill out the below form, this request is to confirm your provided address and ensure that we enter all address information correctly for your order. Please note, that the provided information for the address lines can NOT exceed 35 characters.Please copy and paste this information into your reply to us so we can view your address update.First Name -Last Name -Address Line 1 -Address Line 2 -Company (optional) -City -State/Province -Postal Code -Country -Once we get this information, we will proceed with shipping your order and inform you of the shipping number."Once we received the customers clarified shipping information, we were able to ship out replacement order K6423210C. Per the tracking number that is associated with the replacement package, USPS indicates that the package was marked as delivered to the clarified address and we have attached a screenshot to our response, which reflects the replacement package was marked as delivered on 9/18.As this is the case, we have fulfilled all actions required on our side ensuring the customer receives their ordered product.

As per the customer's request on 5/10, their order has been cancelled and refunded. I have attached this email request as well. We are unable to honor orders placed outside of the promotion time frame with the offered promotional product.  The terms of the promotion are as follows:"Offer cannot be applied to existing orders or combined with other orders. Cinco De Mayo Promotion starts at 8:00am PST on May 5th. Customers can choose a free Matte Liquid Lip Kit with the purchase of any Matte Liquid Lip Kit. Offer open to all customers while supplies last. Promotion ends when product is no longer available.  Items are not automatically added to cart. Items must be added before checkout and customer can select items based on the number of Matte Liquid Lip Kits purchased. Products cannot be applied after the order has been placed. Promotion ends when product is no longer available, or at 11:59pm PST on May 5th, whichever comes first." As the customer's original order has been refunded and we are unable to honor the promotion on orders placed outside of the promotional time frame, there is nothing further we will be able to assist with in regards to this issue.

The customers order K5925651 tracking 94[redacted]93393951099 was placed on 5/5 and was shipped on 5/12 which was the 5th business day. This order did not take longer than our promised processing time of 3-5 business days, and please note that the processing period excludes weekends and holidays.

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.

Hello, We received the customers's incorrect product back to our hub, and we are issuing a replacement of order K1611127, Dolce Lip Kit and Candy Lip Kit. Per our policy we do not issue returns or exchanges so we are not able to refund the product or exchange for another item.

Hello, Unfortunately per our policy we do not provide refunds. We were able to ship out the customers replacement package, and the customer received an email today notifying her that her replacement shipped and she was provided the tracking number 94[redacted]26.

Complaint: 12112077
I am rejecting this response because: I do have an email of the order and the response of the delayed delivery due to them using US Postage to save money. I also have a copy of my emails asking for what I ordered and a refund. I cannot post to the site since it has personal information on the email.
Regards,
M[redacted]

Our records currently indicate that PayPal is handling the case, as a dispute was filled for the order in question. As a dispute was filled, the funds are currently being handled by PayPal. We have provided a screenshot to our response that has indicated that PayPal currently has the funds in question and have issued the following the statement that is provided below. "The buyer reported that they didn't receive their order. Until this case is closed, we've also placed a hold on the transaction amount." As this is the case, we no longer have the funds in question and cannot issue a refund as a result. To assist all of our valued customers, we normally issue replacements as a form of compensation for any items that are indicated as missing/broken/incorrect. However, until the case that is currently opened and is holding the funds in question is closed, we cannot proceed to issue a replacement at this time, as we cannot issue both a replacement and a refund for the products in question.  Once the customer informs us that the PayPal case has been closed, we will then be able to review the case the customer has reported with their order and issue further assistance within the policies that we currently abide by.

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may vary. Please note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a...

document indicating this information in our policy.As the customer requested on 5/10, their order K5816307 has been canceled & refunded. It takes 7-12 full business days to show up in their account.

Hello, The customer was advised today that we are issuing a replacement of True Brown, see exact email verbiage, "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you for your missing True brown K. Processing is 7-10 business days, once your...

replacement package goes out you'll receive an email with tracking. Thank you and we are very sorry for the inconvenience."

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,"

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.

Hello, If a customer is having issues with a product and they email in about it we provide tips to assist them in ensuring they can apply and wear the product properly. Therefore we advised on the application tips to the customer to aid in application and wearability. Per our policy, see...

attached, we only provide replacements we do not provide refunds. We will issue the customer a replacement Kymajesty. The customer has been emailed today advising that we will be issuing a replacement of Kymajesty.