Anix, LLC

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 11854904, and find that this resolution is satisfactory to me.
Regards,
A[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]

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?"

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.

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

Hello, The customer was advised via email today to send photos of what they did receive so that we can authenticate their claim. Once we receive the photos we can then issue a replacement package of the correct item the customer did order.

Complaint: 12416084
I am rejecting this response because:This is not true. They have had these kind of campaigns before where the freebies are added without showing up in your basket at checkout. Also if this is their "new" way of doing things one of my items should have turned into a freebie since they both were eligble for this. And one last thing is that I contacted the buisness myself before sending this complaint and they never mentioned anything about this. They said a mistake had been made and that they still would not replace it. 
Regards,
S[redacted]

All of our products are in such high demand by the consumers that is the reason the products sell out so quickly. In regards to stock we are working diligently to get the product back in stock for our customers to purchase.

According to our FAQs, we have a no refund/return policy. This information can be found on our FAQ and Terms of Service https://www.kyliecosmetics.com/pages/faqs. The partial refund was offered to the customer solely as a customer service courtesy and is only offered after the inquiry has been reviewed. Standard procedure for damaged products is to issue a replacement with no option for a partial refund.In an attempt to find a resolution for the customer, our team offered a partial refund to which the customer agreed. Per the customer’s request:K6444655 was replaced on August 14th and shipped  August 16th. The customer has confirmed the receipt of this package. K6439220 was refunded on September 1st. $22 USD was refunded to the original form of payment.K6434356 was refunded on September 1st. $22 USD was refunded to the original form of payment.These refunds should post to the customer’s account within 7-12 days. If the customer has not yet received their refund, we recommend checking with their bank as they will be responsible for posting the funds. As our team has completely fulfilled the customer’s request, this inquiry has now been resolved.

Hello, As advised below once an order is placed it is final in our system and we are not able to modify it or change it. Since our policy does not allow us to modify orders the order will remain as is with 2 Heir and 1 Candy K. Unfortunately we do not accept returns so we would be unable to...

take back the Heir. Please see our policies attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11530733, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

As this was a one time courtesy replacement package, our CS team confirmed the customer’s desired address. Please note, confirming the customer’s address is standard procedure as we are only able to issue one replacement package per order. We advised the customer to use an alternate address to avoid additional shipping issues. However, according to our records, it appears the customer used the same address as their initial order. Due to this and upon review of the tracking number, the customer’s replacement package may be experiencing additional shipping delays. To uphold our policies and remain fair and consistent with all customers, we are unfortunately unable to issue another replacement package for this issue. As we have issued a replacement package for the customer, we are unable to also issue a refund for this package. The customer’s original package was deemed undeliverable by USPS and returned to our facility. If the replacement package also returns to our facility, our team will be able to issue a full refund as the customer did not receive any packages. For future orders, we recommend for the customer to use an alternate address. Additionally, for orders within the UAE, their local post office recommends the use of a P.O. Box address to ensure packages are delivered efficiently. We recommend that the customer stay in touch with their local post office for any tracking updates regarding their replacement package.

Hello, We are issuing a replacement package of order K1389163, it appears that the tracking information on USPS never updated. The customer was advised via email today 7/8 that we will be issuing a replacement and the order will ship in the next 2 business days and once the order ships she will...

receive an email with tracking.

Customer reached out to our customer service team and has been issued a replacement package. Thank you

According to the customers' request the issue has been resolved and their order has shipped. Our FAQ page states that processing times are extended during the holidays and after launches. The responses provided are composed to ensure we respond to the customers' inquiries. In addition, our 12/1 email stated, "We apologize for the delay."

Hello, Per our currently policy we do charge for shipping, and this information is listed on our site and is available to view before ordering.

Hello,Our response time form emails is 24-48 hours. The customer emailed Kylie Cosmetics from the same email chain bringing her 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.  We did respond to the customer today...

and we are issuing a replacement of Like, and the customer was advised the processing time is 7-10 business days and once the order ships we will send an email with tracking.

Hello,The tracking number does indicate that the package was returned back to Kylies' hub, however we did not physically receive the package. We would physically need the package to issue a refund. In this case we would  accept a claim number from USPS in order to issue a refund. Customer was...

advised the below today 5/9 It appears we have not received the package back at our hub, please provide a claim number from USPS.  Please file a missing package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to us and we'll get back to you asap!

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary, and this policy directly applies to this customers order as we had a limited edition promo and limited amount of KKW on our site. Thank you for your patience,"...

https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking.