Anix, LLC

I really feel as though I'm not being heard. I again attached images that show the outside sleeve in perfect condition and the most inside piece in poor, destroyed condition. there is no way this damage could have have been done in transit by USPS because only the most inside piece was in poor condition. Had this been a result of USPS both the shipping box and sleeve would have also been damaged. I have purchased every 4 piece kit, and as a collector the packaging is just as important to me as the product. I will not continue to collect if any part of the item arrives in damaged condition as a result of poor packaging in behalf of your company.  
Complaint: 12197598
I am rejecting this response because:
Regards,
Anna Boyd

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.

In review of the email chain we were gathering information so that we would be able to accurately and efficiently respond to the customer. After we gathered the needed information, we were able to issue replacements, and on 1/3 the customer was advised, "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, New order numbers: K4156477B, K4155387B, K4151267B, K4507643B. 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.

We can assure the customer that your palette is safe to use despite any odor you are referring to. Our Peach Palette's are newly made for every order, and we are so excited to finally be able to share them with our customers! We hope this clears up any concerns you might have. We do require...

photos to authenticate the issue they are describing with the broken shadows. Today 1/23 via email the customer was advised, "Thanks for reaching out! Could you send us your order number and a quick pic of what you are speaking of so we can take a look?" As soon as we have the photos from the customer we can then provide a resolution that aligns with our policies. Please note that our policy restricts us from issuing refunds or accepting returns see policy attached.

The customer’s package was shipped 3/7/18 and tracking indicates that the package was successfully delivered  3/9/18. The customer reached out to our customer service department 3/11/18 to advise that they have not received their package. We responded 2/13/18 advising them to allow a...

few days for their package to be delivered as this can be an error in the USPS system. We asked them to contact us again if they do not receive their package. We have received no further correspondence from the customer.

Complaint: 11945837
I am rejecting this response because:  How can you just tell me I can no longer order from your site?  I have no fraud going on?  I have spend hundreds of dollars on your site?  Is this ok for a business to just tell a client that they can not order anymore because they think there is fraud going on?  I am so not understanding this.  As the Revdex.com I would think you would step in and say this is not acceptable. There are no reasons to say that there is fraud going on I am a valid person who orders from other websites with no problem.  I am not going to drop this until I am able to shop on the site and you send me the peach pallet.  Period. 
Regards,
K[redacted]

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]

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]

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.

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]

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: 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11231624, and find that this resolution is satisfactory to me.
Regards,
L[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]

Complaint: 11842462
I am rejecting this response because: My account was definitely charged as you can see. After several emails back and forth they are now requesting my bank statement. A bank statement takes a month to generate from my bank plus has all of my sensitive information on it. I'm not waiting a month to prove something I already have a photo of. Especially over $36. I could see if it was hundreds but it's not. I'm only asking for someone to make this right. Instead it has been a nightmare. Their records show I wasn't charged but mine show I was. I only have one bank account. Meanwhile they have probably over a million accounts. An error was made. I'm only asking for someone to make it right. 
Regards,
A[redacted]

Hello,It appears that the order number the customer provided is not an order number from Kylie Cosmetics, our order numbers start with a K. See documentation attached showing the customers' order number.

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.

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.

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]

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?"