Anix, LLC

The customer was never instructed to send the wrong order they received to the correct customer. We always recommend that an order issues only be settled through customer service. We are checking with the customer they sent the package to, to see what they received. If the customer did in fact send them their order we will send B[redacted] the other product in their order.

Complaint: 11643366
I am rejecting this response because:Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damage. They obviously do not care about their customer's concerns and their service is abysmal. Let this be a warning to others who are contemplating purchasing from this company. If anything goes wrong and it is the company's fault, you may be stonewalled as I have been. I will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following.
Regards,
J[redacted]

Hello, It appears that the customer incorrectly entered their email address when placing their order see attached, she put an additional o. I have updated the email address to [redacted]@yahoo.com, and I resent the customer her order confirmation and shipping confirmation. The...

customers' initial email on this issue was 7/10 and we promptly replied on 7/11 asking for information so we could locate her order, and the customer replied on 7/12 stating, "I already report my issue with Revdex.com. I shouldn't have to contact Kylie Cosmetic for a order confirmation. An I have the same issue every time I place a order. No one can never answer my question when I email. So thanks for replying 3 days late." Today the customer received an email advising that her email address was updated and her order and shipping confirmation have been resent to her correct email address [email protected], and she was provided with the tracking number 94[redacted]41 for her order K1651156.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11854904, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello, The customer was advised via email today 7/12, We can send another package of order K458600 as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?

Hi there,I would like to hold my complain for a while since I received shipment confirmation just today finally  after I emailed them countless times. I would like to see if the package got to me first before deciding to proceed with the complain. Thank you!Kind regards,N[redacted]

Hello, The customer placed their order on 3/25 and their first email notification on the missing product was on 6/21. Per our policy the customer is required to notify us within 14-30 days of receipt of product if they are missing product. The customer failed to get back to us within this time...

frame. We will be upholding our policy and unfortunately we are not able to issue the missing product. The customer was advised of the below via email on 7/6:Per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request for order K2**829 is outside of our replacement time frame and we can no longer issue a replacement. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Again we do want to confirm that none of our products leave the facility not filled to the required fill weight. All of our products are filled to net weight as confirmed by our QA department. In addition, we do not accept returns or issue refunds per our policy. As this is the case we will not be refunding the customer and upholding our policy.

Today 11/28 via email the customer was advised: "Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for all returned packages. You should see the refund in 7-12 business days."

The customer’s original order was shipped and left our facility 3/6/18. Unfortunately it appears that this shipment was lost in transit and due to this does not show tracking updates. The customers replacement package was shipped 3/21/18 and is currently in the customs clearance process in their country. The customer’s original order contained a free promotional item. However these are not eligible for replacement and are issued one per order. This item was a freebie and was not paid for, therefore this item was not replaced. As per our Terms of use we may decide not to replace or refund you for the Product. We enforce this right when free promotional items are included.

Today 9/26 we sent the customer an email advising we will issue a one time courtesy replacement, and we provided the customer the option to provide an alternative address. Once the customer responds advising on an alternative address or the same address then we can start processing the replacement...

order. Exact email verbiage customer was advised: "Hi N[redacted]So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Per our policy we only issue replacement packages we do not issue refunds, see our policy attached. Therefore we issued issued a replacement package, and it shipped on 10/4 with tracking LN####16381US. In addition, we checked usps.com and according to tracking the package is moving,...

"Your item departed our USPS facility in LOS ANGELES, CA 90009 on October 5, 2016 at 1:49 am. The item is currently in transit to the destination."

The customer did respond to our email, stating "Oh that's okay as long as it gets here," see attached. As soon as the tracking number is generated in our system we cannot make any changes to any of the ship to information. The only way to make changes is that the customer would have to call USPS.

Per our policy we only issue repalcements we don't issue refunds, see policy attached. Our response time for emails is 24-48 hours, and in review of the email chain we responded to the customer within this time frame. In addition, we did advise the customer that we were issuing...

a replacement order of  Poppin’ to them. We advised processing times for this order is 7-10 business days, and once the order ships they will receive an email with tracking.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11883637, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11869140, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Alaina's order in question is not from Kylie Cosmetics at 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 Alaina is order number 15768, which is...

not recognized in our system. Alaina provided this information to us, as well as a copy of her order confirmation and we informed her on Dec 21st that the order confirmation was not issued from our website. As a extra precaution, on December 20th, we also asked the customer for their information about their order to double check our systems and we could not locate any orders in reference to the order information provided for our review. We advise that Alaina contact the website that she has placed order 15768 with, as they will be able to provide the best assistance with the order in question.

It appears that the customers' order confirmation did not show that her free stocking was included in her order. Therefore, we manually added the stocking to her order. As this is the case the stocking would not appear on her confirmation email.  But as we previously mentioned the customer would still be receiving the stocking in their order. In addition, the customer was emailed today 12/8 and advised that when they receive their order K4014933 the stocking would be in the box with their 3 mini matte kits.

Hello, We have received your package back to our hub. We are so sorry for the delay! Your replacement Burgundy palette will ship in the next 2 business days; once your order ships you will receive an email with tracking.Thank you,

The customer's order was returned to our fulfillment center as undeliverable. All returned packages are destroyed upon receipt. The customer was refunded in full on 5/22/2017 , see screen shot (please allow 7-12 business day for the refund to post). The customer is advised to verify the...

shipping address for any future orders.