Anix, LLC

We only issue replacements for damage to the product itselfIt appears there might be a slight indentation on the packaging onlyAs the product itself has not been damaged there will be no replacement issued

Hello, The customer was advise via email today 7/7:Unfortunately we do not accept returns, exchanges or refunds; all sales are finalPlease note we will be sending you out a fresh new Kymajesty! Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy

Hello, The customer first emailed us on 5/16, and our email response time is 24-hours, this information is listed on our FAQ page see attached I responded today 5/to the customer via email and I advised that we will issue her a replacement package and it will ship out todayOnce the package ships she will receive an email with the tracking number

We advised the customer with a clear time frame for when their order will shipThe time frame for orders to process is 3-business days, and this time frame is listed on our FAQ page and is available to view before and after orderingPlease note that once a tracking number is generated and sent to USPS, USPS does take 24-hours to update the tracking, therefore the package is moving, but it has not been updated by USPSAs per our policy we do not accept returns or refunds, we will be upholding our policy and not allowing a return or refund, see policy attached As you can see from the attached email the customer sent multiple emails in a row from the same email chainWhen this happens the customer is pushed to the front of the queue with the new emails, and we do answer the oldest emails first Therefore, sending multiple emails will delay our response time I also want to re-address the fact that we were not late with this customer’s shipment, as stated in our first response, “moreover business days from 9/is 9/and per the attached the order has shipped on the 5th business day as is within our promised processing time.”

Complaint: I am rejecting this response because:After the customer service I received from this customer I just want a refundI do not want a replacementI do not want to give this company any of my hard earned money Regards, Kim Smith

Hello, The customer was advised via email yesterday 7/that we will issue a one time courtesy replacement, see exact email below: "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you,.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Hello,The customer was advised that unfortunately, orders cannot be modified or cancelled, per our refund policy see attachedPlease note that we only communicate via emailThe customers’ tracking number, [redacted] [redacted] 7, does not indicate that the package has been returned to usI have reached out to the customer today to see how the package was returned to us so that I can look into this issue and then provide a resolution

Complaint: I am rejecting this response because: Once again this company sends a generic messageThe point is that customer satisfaction needs to be a priorityIf you want to charge department store prices then provide the same high end expectation in return via customer serviceWhen launching new products and there is an expectation of an increase in sales then there should be a fix to the issues causing delays in shippingThis company has an "oh well" response to customer issuesWhat is the company going to do to ensure this doesn't keep happening when customers are unsatisfied? Regards, J [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11859334, and find that this resolution is satisfactory to me Regards, S [redacted] ***

We do not accept returns, exchanges or issue refunds; all sales are finalWe do uphold this policy to ensure that we are fair and consistent to all of our customers.Return Policy:http://kyliecosmetics.com/pages/refund-policyOur return policy can be found in our FAQ and this policy has been attachedThe swatches on our website and social media represent our colors as close as possible, please keep in mind that colors will appear different on everyone depending on skin toneThe way our shades are viewed includes a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc.Please note the product description on our website, "The KKW Crème Liquid Lipstick has sheer to medium coverage that can be built based on your desired lip intensityThis unique créme formula contains moisturizing and hydrating ingredients that glide on for a luxurious and creamy finishGives a natural sheen while feeling ultra lightweight on the lips."When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your OrderYou are responsible for reviewing the latest Terms and Conditions each time you submit your Order." Our site also sates, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use"As mentioned in our FAQ (which is attached), "we will only send replacements for damaged/missing product within days of receipt of package." As their is no damage to the product, we will be unable to issue a replacement or refund for this issue

We advised the customer that this fill line is prevalent to our productsAll of our products are all filled to net weight to avoid leakage and help provide a clean applicationIn addition, our QA department has assured us that all of our products leave our hub with the correct amount of product in the lipstick bottles

Complaint: I am rejecting this response because: I had filed a complaint with Revdex.com about Kylie Cosmetics almost 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 serviceKylie Cosmetics did send me a replacement package after Revdex.com had contacted them regarding my complaintI 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 productsAll lipkits that was replaced was damagedI had sent an email to Kylie Cosmetics customer service and sent a direct message on Instagram, but my messages was just being read and ignoredI am asking Kylie Cosmetics for a full refund for all damaged lipkits purchased and will be so happy to return the replacement package that was damaged backI'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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11558269, and find that this resolution is satisfactory to me Regards, N [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11899369, and find that this resolution is satisfactory to me Regards, F [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11552069, and find that this resolution is satisfactory to me Regards, J [redacted]

Per our policy, see attached we do not issue refundsAs this is the case we issued the customer a replacement packageThe customer was advised on 12/that we were issuing a replacement packageWe have been in constant communication with the customer in regards to the transit of their package The customer emailed us today 1/about the package location, and we emailed back and advised, "Hello Shaun, Thank you for contacting us regarding your parcelPlease contact your local post office or your customs office as it appears they could be holding your packageThank you"

Complaint: I am rejecting this response because: None of the products I, or many other customers had placed, were part of a limited edition launchA sale or promotion does not make an item "limited edition"The lip kits sold and ordered have been available for quite some time nowIt has been business days now that have passed and it still has not been processedWe want a statement from the company as to why this is taking so longIf they took on more orders than they had product they need to tell us and refund the people who have been debited and are patiently waitingMany people have emailed numerous times and have tweeted or posted all over the kylie Cosmetics Facebook page with no response Regards, A [redacted]

Complaint: I am rejecting this response because: Once again I understand your policyl am glad to know that you guys stick to your policyHowever, how does your policy apply to a situation where what was confirmed wasn't in my cart prior to final purchase? I have shopped online for many yearsI always go through my order prior to purchaseThe cart didn't reflect Heirs and my order was correct prior to purchaseSo I went through with the purchaseUpon receiving confirmation of the order, I immediately saw the mistake and contacted customer serviceSo how does your policy apply to this kind of a situation? On a side note, I do find it very interesting that prior to contacting the Revdex.com I used to continuously check everyday for a prompt responseHowever, I would get a response almost a week laterNow that we are going through the Revdex.com, there is usually a response by the time I check my emailDoes one have to file a complaint to the Revdex.com in order to receive a prompt response? Regards, [redacted]

Milly did not place an order through our site kyliecosmetics.comWe know this is not an order placed through our site, because all of our orders start with a K and are followed by seven numbersThe order number that Milly has provided is order number 2389, which does not follow our order number guidelinesIn addition, the screenshots that we have received from Milly further indicate that the order was not placed with us, as her screenshots reflect being in contact with the website url kyliecosmetics.org, which we are not affiliated withAs this is the case, we advise Wendy to contact the site she did place this order with

It appears tracking indicated that USPS delivered the package, but it was not receive by the customerTherefore today 1/we advised the customer, "We are so sorry to hear you did not receive your productsPlease file a missing package claim with the post office, you can file the claim over the phone or on their websitehttps://www.usps.com/help/missing-mail.htm Once you receive a claim number please give it to us and we'll get back to you." Once the customer provides us with a USPS claim number we can then issue the replacement package