Anix, LLC

Complaint: 11469170
I am rejecting this response because: Kyliecosmetics is refusing to raise an enquiry to USPS. I do not accept the response because the parcel is not delayed it's missing. I have purchased this item and Kyliecosmetics have a duty of care to provide me the product or issue a refund. I can see online they have sent replacements to other customers so I do not understand why they cannot send one to me when it's clear from the tracking that it's not arrived. 
I have also read that because the product is sent in a box showing what it is it's common for parcels to not arrive. 
Regards,
C[redacted]

As we advised the replacement package of the lip liner has been issued, and shipped tracking number LN#####6476US. As transit time can take over a month we recommend that the customer check the tracking website for updates. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.

Complaint: 11842731
I am rejecting this response because: The original order was placed on 5th of November 2016 for all the products, all the products were paid for on time so it's a shame they could not be delivered on time, if the processing time was 7-10 business days with delivery on top then ALL my products should have been delivered on time, the missing items should have been fast tracked and sent out on the day Kylie Cosmetics were notified (15th Nov), not placed in a queue once again to double the processing time, unacceptable for customers to be treated this way!!Today is now the 11th business day of being notified of the missing items and I am yet to receive an email from Kylie Cosmetics with my tracking details and confirmation of my items being sent. It's a shame as I did like the product but no customers should be treated this way and for this reason I will never be shopping here again! I will never shop anywhere I feel the customer has been violated and taken advantage of.
Regards,
F[redacted]

Complaint: 11546304
I am rejecting this response because: if they say that is the "normal fill line" then why didn't the other 9 I bought have the low fill line. That is not correct, your products are not consistent and I've already had problems with this order not receiving everything and I've had to deal with the customer service department ignoring my emails for weeks and months on end. I do not reject their excuse of it being normal because if that was normal the chance is one of the other 9 I bought would be close to that or appear as empty, but they didn't. This one specifically did and I've seen countless people on social media with the same problem except after weeks of no response from customer service, they actually got a replacement. 
Regards,
[redacted]

On 12/13 the customer was advised the below: "Hello Alyxis 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.Thank you," The order has already shipped, tracking 94[redacted]84 . 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 I have already stated in previous emails, I am unable to contact USPS, the online form is not working as I am in the UK nor is the phone number from my mobile. I don't understand why you can't contact them and get back to me with an update? I just want to know where my parcel is and when it is likely to be delivered.
Complaint: 11441548
I am rejecting this response because:
Regards,
B[redacted]

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."

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.We have recently experienced an increase in order volume as result of a limited edition launch (during which the customer ordered) which placed us outside of normal processing time frame. We’re working extra hard to get their order processed as quickly as we can. We’ll send them a tracking number as soon as their order ships.

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

We only issue replacements for damaged product itself we do not issue replacement packaging. As the photos sent do not reflect issues with the product or damage to the product. The customer was also told via email on 2 separate occasions we will not be sending replacements, see email chain...

attached.

It appears that the order number you 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 Revdex.com complaint, her order number only contained five numbers (#28939).N[redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise N[redacted] to contact the site she did place this order with. Attached is a document showing that there are no emails from N[redacted]. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com. We recommend she please contact the company they did make the order with as they can best assist them with their inquiry.

Complaint: 12094954
I am rejecting this response because:-- I do not want to wait for another 40 more days to receive my goods. This is totally not acceptable. When I first receive their order confirmation, they clearly stated 10-15 business days for international delivery, now they are telling me 28 days which I cannot accept.-- There is no assurance that I will get my goods on time, not to say that I will receive my goods. I have totally lose confident on this company. This company has many bad reviews from the buyers, especially on delivery issue.-- I am not satisfy with the way they responded to my complaint. We are their customer, we deserve much better after sales customer service. Problem is from their end, not from me. From their last responded mail, what do they mean by "ONE TIME COURTESY REPLACEMENT"? Meaning if I do not receive the goods, I will be held fully liable? Sorry, I cannot accept it. PLEASE DO NOT SEND ME ANY REPLACEMENT!!!!!! I WILL NOT ACCEPT!I am insist to get full refund for what I had paid, this is the only solution I can accept. 
Regards,
H[redacted]

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]

Complaint: 11573318
I am rejecting this response because: I waited a full 24 hours for the company to respond and I understand their response time protocol however they also said that ONCE they receive the package they will reach out to me to resolve the issue. I no longer have the patience to deal with this company. I waited a Full week after they received their faulty product back and received no communication from them. It isn't until I contacted them, they did anything regarding the complaint. It is unprofessional and unacceptable. I want this claim to remain open until they have kept their promise. And like I said I don't even want the product if they would like to issue a refund that will be great also. I will have to give them another 7 days from Thursday to see if I receive any response, which I also find ridiculous because it was their product that was faulty and they show no customer service or care to resolve the issue. They don't care to expedite or do anything beyond to improve their customer service. PLEASE KEEP THIS CLAIM OPEN UNTIL IT IS FULLY RESOLVED. 
Regards,
M[redacted]

M[redacted] did not place an order through kyliecosmetics.com, she would have to contact the customer service she did place the order with for assistance with this matter.  As all of our orders start with a K and are followed by seven numbers, and the order number provided is 5311. As this is...

the case we would direct M[redacted] to place a Revdex.com complaint with the company she did place this order through, so that they can resolve this issue for her.

Hello,The customer was advised via email today 7/12: "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?"

Our response time to emails is 24-48 hours, and as you can see from the email chain the customer was responded to within our promised response time. I have attached the email chain showing our FAQ page showing our response time, and the customers email chain. Also the customer was advised that we...

are issuing a replacement package of their So Cute Gloss.

As indicated by the photos provided by the customer, which I have attached, there is no damage to the product itself.Please note, we do not currently issue replacements for damaged packaging, therefore we are unable to offer a refund or issue a replacement for this product. For further information regarding our replacement policy, please see our Terms of Use here: https://www.kyliecosmetics.com/pages/terms-of-use.

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,

In some cases orders may be delayed either at the post office or at their country's customs location (varies by country). It appears the customer's package is currently being processed by customs. According to USPS tracking (LZ125534406US), Your item was processed through a facility in...

ITALY on June 7, 2017 at 6:42 pm. The item is currently in transit to the destination.We recommend the customer to contact Poste Italiane for the most accurate information regarding their order's transit. I have attached a screenshot of Poste Italiane's tracking indicating their package is being processed by customs. We also recommend that the customer 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.