Anix, LLC

Thank you for emailing us! We really appreciate your feedback as we are always trying to improve.Rest assured, your Royal Peach Palette is 100% safe to use! We have spoken with our Product Development Team and they have informed us that the smell may have been caused by the palette being...

enclosed during transit. We recommend keeping your palette open for 24-48 hours to diminish the smell. This is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays! We have provided a resolution for the customer's issue. Per our policy, see attached, we do not provide refunds.

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.

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.

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.

Complaint: 12578263
I am rejecting this response because: They inputted the address incorrectly my email shows Fremont CA as the city and state, they inputted Houston TX on their end. That is their error that they have chosen not to investigate further.  Lastly the order was a special edition and could not be recorded. Regardless of their “policy” if they would have made an effort to see the error they could have fixed the problem. A refund did not allow me to receive the special edition package I initially ordere and could not order again. Regards,
S[redacted]

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.

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

Complaint: 11484982
I am rejecting this response because:Even if you can't send a replacement can you at least get an investigation going because frankly its not acceptable for me to PAY OVER $40 and not even receive a product. I have also being emailing Kylie Cosmetics continuously without a single reply asking them to make a claim from there side to USPS so I can get my money back through the claim. If I could I would make this claim by myself but I can't because I'm not the sender and I don't live in the USA. Stop dodging my requests and actually get a solution because it is ridiculous how I've been trying for the past month to actually get a solution but literally no one is helping in any sort of way. Regards,
T[redacted]

We advised the customer to send a clear picture of the incorrect items you received, a picture of the packing slip with the initial visible as well as a picture of the shipper box with the initial visible. The customer sent an unclear photo of part of a packing slip. Once we have the...

requested documentation we can provide a resolution.

Once an order is shipped, a shipping link is generated for the order in question. The order was indicated shipped on Nov 29th. Unfortunately, the tracking for the order in question was not updated. Once shipped, the package is then transferred to USPS and they will update the package accordingly, as we do not update the USPS provided tracking for packages in transit. As this was the case, we had proceeded to issue a replacement for the issue that the customer experience, so they may receive their products as intended.  We informed the customer on December 20th that they would be being issued a replacement package for the order in question and the replacement package was indicated as shipped on December 21st. The tracking associated with the replacement package is provided below.Replacement Package Tracking: UM[redacted]US We remind the customer that all packages may take 10-15 business days for international shipping address provided packages to be delivered. If the customer does experience any delays in their tracking or if they experience a delay in receiving their package, we recommend that they contact their local Canada Post or contact our Customer Service Team at [email protected] and we will offer further assistance within the policies that we currently abide by.

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.

Shade descriptions are regularly updated to ensure the most accurate description is available to the consumer. We do listen to consumer feedback and make adjustments when appropriate. Shade descriptions are open for interpretation and tho both mid-tone berry and mauve are in the same shade family we...

feel the updated description more accurately describes the shade. Please note that the shade remains the same. Customer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram account. In, addition we did make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.” Please note that we have a strict no return or exchange policy, see attached.

The Customer’s rejection of our previous response was blank. Due to this we believe the customer’s complaint to be resolved.

Good afternoon,We apologize for any inconvenience the customer has experienced. Per policy, processing times may vary during holidays and limited edition launches: "Please keep in mind that during holidays or limited edition launches, this time may vary." As this is the case, processing times can...

extend beyond our normal processing times of 3-5 business days. We aim to be very transparent, and list this information on our website https://www.kyliecosmetics.com/pages/faqs. For the customer's reference, I have also included a screenshot of this information. We are working very hard to get all of our orders shipped, and as soon as the customer's orders ship you will receive an email with tracking.

Complaint: 12548363
I am rejecting this response because: I was never notified personally besides the email I received on 11/28 that I wasn’t forgotten about. Instead of Kylie Cosmetics posting on social media that my order was delayed, should’ve sent an email to me directly. I shouldn’t have to chase customer service down for info on my order and even then, shouldn’t be receiving copy paste emails . Business should be as upfront and transparent as possible when dealing with customers orders. I did receive my order but I am not satisfied with the customer service I received with the company during that time. It should be known as I am not the only customer dissatisfied with communication.
Regards,
S[redacted]

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.

The customer never mentioned an issue with a duplicate lipstick, today via email the customer was advised to, "We're so sorry for the mix up with your order! Please send a clear picture of the incorrect items you received, a picture of the packing slip with the initial visible as well as a picture of the shipper box with the tracking number visible. We'll get right back to you!" Once we have the photos from the customer we can then issue the correct item. In regards to our resolution as the shipping guarantee did not apply to this customer as she was not domestic, that brought a close to this issue.

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 the customer has been informed multiple times, we are unable to process a replacement for their order at this time as it appears that a chargeback was initiated for the order.  The money has temporarily been refunded by their bank until a final decision is made. We will continue to handle...

the chargeback with their bank. Per our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of our customers. We will be happy to issue a replacement package for the customer, however we are unable to do so until documentation has been provided indicating the chargeback has been dropped with their bank. Once the dispute is dropped with their bank and we have been provided with documentation to authenticate this, we will issue a replacement package for their missing order.