Anix, LLC

Per our policy we only issue replacements within 30 days of receipt of product. Ast this order was received around 7/22 it is no longer eligible for replacment. It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we...

have this policy in place in order to be fair to all of our customers. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Complaint: 11626436
I am rejecting this response because:
Other
companies in their area offer lower to free shipping, and I also feel that by
the company constantly releasing items makes these girls pay shipping as much
as twice a week. I also read that the owner kylie was saying that she was
working on lowering shipping, but have not seen that. Customer service was rude
and no help what so ever, this company is making millions and scamming these
poor girls on shipping every time. The shipping price is so much higher than
any other cosmetic company, I really feel that they are pocketing that money.
Regards,
C[redacted]

Complaint: 12158777
I am rejecting this response because:
Regards,
M[redacted]
A poor response from a less than adequate "business" is unacceptable. This company only responded when customers were furious such as myself for waiting two weeks or longer to receive their shipment!! It is unacceptable to change your policies merely because they are running a mediocre business. It takes less time to have something delivered internationally than it did to receive a shipment from a state a few thousand miles away! The business should be fulfilling the orders AND ovffering refunds to ever consumer that was affected!

Complaint: 11640362
I am rejecting this response because:
 I ordered several products from Kylie Cosmetics as part of a packaged deal called Kylies Birthday Bundle. This retailed at $195USD which in total cost $319AUS with shipping etc. When the order was delievered, the package was missing two of the products I ordered and paid for. I immediately contacted the Customer Service Team at Kylie Cosmetics to ask that the missing products be delievered to my address ASAP. I had read hundreds of scary reviews about the customer service at Kylie Cosmetics and was scared that my emails would be ignored as so many upset customers were posting to Kylie Cosmetic's Facebook page saying they had received broken or faulty products, or not received their orders at all. It took about 7 emails to Kylie Cosmetics before they finally responded to my email where I was advised it would take up to 21 days for my missing products to be shipped. Today (31/08/2016) I received the second package from Kylie Cosmetics and I was disappointed to see that although my address and name was clearly printed on the package, inside the package was the receipt and product for another client from another country. So, not only have they still not sent me the missing products I paid for a month ago, they have now sent me someone else's order. I have taken photos and emailed customer service again this evening but I am afraid they will just ignore me and that I will never get the products I paid for. It's been such a difficult ordeal trying to get these products that I am saddened to say I cannot recommend this brand to anyone. I love the products but the customer service and packaging departments are absolutely shocking and it feels like there is no level of care for their customers. I would like my missing products sent to me ASAP and would also like for some gesture of goodwill to accompany my order!I would like the missing eye shadows to be sent to my address at the upmost urgency and due to the copious amounts of errors and delays and ignored emails I would like either a Kyshadow Pallete or the new Lipkit bundle to be sent as a gift and as an apology for the incredible inconvenience caused on one order from Kylie Cosmetics. If this is unable to be resolved, I will take matters further as I find it incredibly dissappointing and unfair.Regards,
J[redacted]

Today 1/26 the customer was advised we are issuing a replacement package of the Peach Palette. Exact email verbiage customer was advised, "Hello Renamonet We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Hello, The customer was emailed today 7/1 and advised, "Please advise on the order number, and confirm it is for two Koko K liquid lipsticks, once I receive your email confirmation I can issue you a replacement package asap." Once the customer emails back and confirms I will send out the...

replacement products.

Complaint: 12197598
I am rejecting this response because:And once again, as evidenced in the photos, the packaging could not have been damaged during shipping. You have lost a customer. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11842569, and find that this resolution is satisfactory to me. They shipped me a replacement as the original package was delivered to an address I don't have access to anymore. I should be receiving my package at the correct address sometime this week and I'm beyond happy. Thank you!
Regards,
[redacted]

The order K5752012 has already shipped, and therefore can no longer be canceled. The USPS tracking number for this order is 94[redacted]8[redacted]4, and please allow 24-48 hours for your tracking to update.

Complaint: 12541120
I am rejecting this response because: Once again this company sends a generic message. The point is that customer satisfaction needs to be a priority. If you want to charge department store prices then provide the same high end expectation in return via customer service. When launching new products and there is an expectation of an increase in sales then there should be a fix to the issues causing delays in shipping. This company has an "oh well" response to customer issues. What is the company going to do to ensure this doesn't keep happening when customers are unsatisfied?
Regards,
J[redacted]

We advised the customer with a clear time frame for when their order will ship. The time frame for orders to process is 3-5 business days, and this time frame is listed on our FAQ page and is available to view before and after ordering. Please note that once a tracking number is generated and sent to USPS, USPS does take 24-48 hours to update the tracking, therefore the package is moving, but it has not been updated by USPS. As per our policy we do not accept returns or refunds, we will be upholding our policy and not allowing a return or refund, see policy attached.  As you can see from the attached email the customer sent multiple emails in a row from the same email chain. When this happens the customer is pushed to the front of the queue with the new emails, and we do answer the oldest emails first.  Therefore, sending multiple emails will delay our response time.  I also want to re-address the fact that we were not late with this customer’s shipment, as stated in our first response, “moreover 5 business days from 9/5 is 9/12 and per the attached the order has shipped on the 5th business day as is within our promised processing time.”

This is the same information you have already given meIm sorry but I dont accept this. The product to me as the customer is not good enough!!! Ive asked 3 different people to look at the products without telling them my concerns and they said the exact same thing as I did. Ive spent $100 on products im not happy with and I think its appuling that you wont let me return them for my money back!!!I waited so long to have these products and I would love to keep them but im not happy with the quality of the product     
Complaint: 11601448
I am rejecting this response because:
Regards,
A[redacted]

It appears that the order number provided is not an order number from Kylie Cosmetics. The website they are referring to is not our website as we only have one. We do not authorize our products for resale anywhere. We cannot confirm if these products are authentic or not, as many customers tend to...

buy our product to sell on their own. However, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbers. As we can see in customer's Revdex.com complaint, her order number only contained five numbers (#26576).Attached are screenshots that have shown that there are no emails from [email protected] nor any orders under the order number 26576. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com nor was she emailing the corresponding customer service email [email protected]. We recommend the customer please contact the company they did make the order with as they can best assist them with their inquiry.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11555919, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11638789, and find that this resolution is satisfactory to me.
i'll wait till 29/8 thats exactly the time of my birthday, but if I don't receive it on that day I will be chasing for an refund. 
Regard, 
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12263591, and find that this resolution is satisfactory to me. but however I would like to state that even in regard to the delivery time, the shipment time was completely outrageous and unacceptable in my opinion. I waited 11 days until after I filed this same complaint and I love how magically all of the problems were solved once bringing the Revdex.com into the subject. the amount of time I waited to actually receive the product wasn't a problem for me at all, it was the amount of time I waited just to receive a shipment notification. I personally like to know what is happening with the products I virtually purchase online and I like to know if things are going smoothly. with the screenshot of emails that kylie cosmetics provided everything there was not considered helpful or acceptable customer service at all; after the first email that they responded to me from tracie g. , while discretely mentioning my order, they assured me that they were "working really hard to get my order" while also apologizing for the delay. that customer service representative provided no specific details as to regarding my order at all and briefly told me to wait patiently even though on our part we are taking forever to send out the order, that in which enraged me to some degree. then after that, because that was friday night/evening I received that email I responded back and then I had to wait until monday to get a response back from a completely different customer service representative. after that email I ignored it and left it in the hands of the Revdex.com. after a while I finally received my order in  the mail and hilariously received an email from the customer service representative telling me that my order has been shipped and it now has a tracking number. I believe that the last email sent was sent only to cover up the mistakes they have made so they would not receive a poor review but I don't think it was very professional or good for business. 
Regards,
M[redacted]

As the customer is in a different country then us it would be near impossible for us to accurately and efficiently tracking down a package that was delivered to the UK when we are based out of California. In addition, our only source of communication is via email. Historically when we advise our international customers, "Please contact your local post office or your customs office as it appears they could be holding your package." They find this normal and will gladly look into this, and if the package cannot be found we are emailed back. As we do request this customer do the additional leg work to retrieve their package. As this package was sent as their only replacement package, and we will not be able to issue another replacement per our policy.

According to tracking for order K3849223, the customers order shipped today 12/1 tracking number 94[redacted]6.

The replacement order did take 11 business days to process before it shipped. We do state that, "All packages ship via USPS. The processing time for orders is 3-5 business days. Please keep in mind that during holidays or limited edition launches, this time may vary." This policy is listed on our FAQ page see attached.

Our Customer Service Team has let the customer know via email that the order placed on 12/5 for $58.00 on the credit card ending in 1436 has failed. Any pending charges will drop. The Customer Service Team has contacted the customer via...

email k[redacted]@[email protected]@gmail.com