Anix, LLC

Complaint: 12231971
I am rejecting this response because: company did send a defective product 
Regards,
A[redacted]

We received the customers photos. But we are waiting on, the customer to,"Please clarify what you mean by "product quality is absolutely awful" Could you send us a quick pic of what you are speaking of so we can provide a resolution that aligns with our policy's." We advised this on 11/28, and need this information before we can respond.

Complaint: 11619302
I am rejecting this response because:
I had filed a complaint with Revdex.com about Kylie Cosmetics almost 2 weeks ago about my package that was never delivered by USPS and wanted a replacement for it due to the fact I was not getting any respond back from Kylie Cosmetics customer service. Kylie Cosmetics did send me a replacement package after Revdex.com had contacted them regarding my complaint. I had received the replacement package yesterday and it was sent in an envelope which was suppose to be in a box because that's how they usually mail all their products. All 4 lipkits that was replaced was damaged. I had sent an email to Kylie Cosmetics customer service and sent a direct message on Instagram, but my messages was just being read and ignored. I am asking Kylie Cosmetics for a full refund for all 4 damaged lipkits purchased and will be so happy to return the replacement package that was damaged back. I'm tired of dealing with Kylie Cosmetics with this same issue for almost a month now.I would like to send these damaged lipkits back and request for a full refund.
Regards,
N[redacted]

Complaint: 11568780
I am rejecting this response because:I am fully aware and understand the policy. What Kylie Cosmetics fails to understand over and over again is that there was a mistake in my order. I was confirmed for 2 Heirs when I ordered 1, and confirmed for 1 Candy K, when I ordered 2. Therefore, I am not trying to modify my order. I am trying to have a mistake rectified. I come from a family of successful business owners. I understand how difficult it is to keep up with customers at times. However, we would never keep repeating a policy to address a customers complaint when that policy doesn't fully address a customer's complaint. Customers should be respected and should feel heard. I feel as if I'm repeating myself over and over again for the past two weeks. Just because there is such a large fan following, doesn't mean that customers should be treated like this as one disappointed customer doesn't effect your business as Kylie Cosmetics has millions of loyal customers. As mentioned before, I was really excited to finally purchase items as usually by the time I try to purchase items, they are sold out. You can only imagine my disappointment going through this situation. As excited  as I was, is how disappointed I am. I regret not taking my business elsewhere, where I would feel respected and appreciated. I do apologize if I have been harsh or rude in anyway. I have just been so frustrated dealing with this. I really hope and look forward to your cooperation.
Regards,
[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.

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. Today 5/16 we responded to the customers email, advising the order advising additional processing days are required for this order.

Per our policy, see attached we do not issue refunds. As this is the case we issued the customer a replacement package. The customer was advised on 12/27 that we were issuing a replacement package. We have been in constant communication with the customer in regards to the transit of their package....

The customer emailed us today 1/9 about the package location, and we emailed back and advised, "Hello Shaun, Thank you for contacting us regarding your parcel. Please contact your local post office or your customs office as it appears they could be holding your package. Thank you"

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.

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 (#29518).H[redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise H[redacted] to contact the site she did place this order with. Attached are documents showing that there are no emails from H[redacted], nor are there any orders in our system as number 29518. 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 you did make the order with as they can best assist them with their inquiry.

Complaint: 12156844
I am rejecting this response because: 
I understand that processing times can very during limited edition launches, but there were none at the time of my order. The KKW collection launched nearly two weeks before myborder was placed, and my order did not contain any limited edition items. Additionally, even when ordering from limited edition collections, my order was shipped and delivered promptly. On top of all of this, I was charged three days after my order was placed; how is it that you can process my payment and take my money but not have any update on when my items will be shipped? I've been a loyal Kylie customer since the line launched, but after this experience I might not be buying again. I'm out $58 and have no clue when I might see my makeup. 
Regards,
K[redacted]

Customer was notified that her order was considered fraudulent and was told that replacements were not going to be sent out due to this issue. Packages were sent to the her here are the order numbers and tracking numbers.Tracking number 94[redacted]81941436423  for k97327Tracking number 94[redacted]84 for k86964

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.

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, The customer emailed us on 7/9 advising us of her mishap with her order, and we promptly responded on 6/9 requesting photos so we can authenticate the issues she described.  On 6/9 we received the customer’s photos, and we responded requesting photos of her Order confirmation. ...

Today 7/13 the customer was emailed and advise, “We are so sorry for this issue. We'll have a onetime courtesy replacement package of Dolce liner sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. For your issue you are describing with Kourt K and Heir please send photos that reflect the issues so that  we can provide you with a resolution. “ Please note that we do require photos so that we can authenticate the issue the customer is describing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11891102, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

We are so sorry for the delay! Your product will ship in the next 3 business days; once your order ships you will receive an email with tracking.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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11882820, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

We requested additional photos; because we needed photos of the actual product the customer received to ensure it was in fact the incorrect product. Today the customer was advised that we were issuing a replacement package, see exact email below: “We are so sorry for this issue. We'll have a onetime...

courtesy replacement package sent out to you for your Exposed lip gloss! Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”

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]