Anix, LLC

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.

According to USPS.com for tracking LZ193706017US, "Your item was processed through a facility in UNITED KINGDOM on December 30, 2016 at 11:38 pm. The item is currently in transit to the destination." Based on our experience this indicates the package is going through customs.

Hello, The customer only receive a replacement for Heir since the photo they provided showed an issue with Heir. Per their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of product. Since the photos did not reflect an issue their was no...

replacement issued. See attached photo from customer.

As it appears the package has been lost by USPS, we will therefore issue a replacement package. The customer was advised today 7/14 via email that we are issuing a replacement package of the lost order K6135849. The exact email verbiage the customer was advised, " We are so sorry for this...

issue. We'll have a one time courtesy replacement package of order K6135849 sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." When the customer does receive her tracking information we advise her to visit usps.com frequently for updates. In addition, if any further issues arise to please email customer service.

Her replacement package is processing and should be shipping by the end of this week. She was told processing times are 3-5 business days, from the 23rd when she was told a replacement would be sent, it has been 3 business days.Once her replacement ships she will receive an email with tracking.

Complaint: 11460179
I am rejecting this...

response because:The box was already opened upon delivery her lip glosses are not shrink wrapped inside the package so whom ever opened my box had full access to try on the lip glosses or put something in them therefore the product is no longer safe to use and then prior to today's email they tried to tell me they couldn't replace my product because I had reached my 14day limit which it had only been 4 days
Regards,
A[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.

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."

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.

Complaint: 11965759
I am rejecting this response because:  Have you even addressed why your adhesive smells like paint thinner while other companies adhesive does not?  If that even is the real reason.  Also, leaving a palette open for this amount of time dries out the eyeshadow therefore hindering the integrity of the eyeshadows.  You are suggesting I hinder the quality of the shadows to fix an issue that is the cause of Kylie Cosmetics?  This seems counterintuitive.  Also, was the actual shadow tested while in a palette with said adhesive?  Or was it tested before it was placed inside the palette?  Also, did you have an independent lab run the tests?  If so, I do not accept the results.  It's in Kylie Cosmetics best interest to say testing passed.  If you sent to an independent lab of Revdex.com's choosing that wouldn't be good for Kylie Cosmetics would it?  Stop minimizing this issue.  I and most all customers that have bought this palette are afraid to use it despite what your blurb says.  You know why?  We've NEVER had any eyeshadow palette from ANY company smell this way, that's why.  I seriously question this business's integrity and validity to treat their customers this way sending them an unusable and unsafe product and refusing to right this situation.  Guess what, you don't have to refund me if you send me on that is safe with no smell.  So not asking for return or refund if you make this issue right by providing one with zero smell which is NORMAL for eyeshadow palettes.Revdex.com I implore you too look at YouTube and social media outlets.  Literally hundreds of people have been affected and feel the same as I do.  This is not right and Kylie Cosmetics can't seem to understand their customers don't want to put a shadow on their eyes that's been sitting in these horrible fumes. 
Regards,
C[redacted]

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.

Hello,Our response time form emails is 24-48 hours. The customer emailed back to back (5/27 & 5/29) Kylie Cosmetics from the same email chain bringing him 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. Today 5/31 the customer was emailed today and advised that we will have a replacement package sent out and processing time is 7-10 business days and once the order ships they will receive an email with tracking.

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]

Complaint: 11845724
I am rejecting this response because: I was not concerned about the charge going through on my account. I don't understand how I can be flagged for high risk fraud on a $40 order. The problem is that the set was a limited edition that is never coming back so because you all flagged my transaction I won't be receiving it. That is where the issue is. There are not any sets that even have similar colors. Here I am thinking I am going to receive them and I get an email saying my order was canceled after the website already sold out. Of course there is no way for me to purchase the product now.
Regards,
C[redacted]

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: 11797793
I am rejecting this response because: I will close it once I receive my package or a refund. 
Regards,
[redacted]

Hello, We are upholding our policy and we are not issuing replacements or refunds for your order. See the information below from our shipping page, and note that this information is available prior to ordering.

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.

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.

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]