Anix, LLC

Our policy requires that all undeliverable packages are cancelled and refunded. The package was refunded on 1/4, the customer should see the refund in 7-12 business days.

We reviewed our emails and it appears  we have not received any emails from [redacted]@gmail.com, therefore we sent her an email asking for information that would help us locate the fraudulent charge. Once the charge is located we can then cancel and refund to the credit card...

that was used to place the order. The below verbiage is what was sent to the customer today 8/4, We are so sorry this happened.  We can locate the charge. Please provide the information requested below:What is the full name, last four digits of the credit card used, dollar amount charged, and date of the charge? For verification, please provide your full billing and shipping address."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11638184, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

While assisting the customer, we proceeded to instruct the customer to file a claim with USPS to launch a missing mail search. Once we received the claim ID from the customer, we proceeded to issue a one-time courtesy replacement, which is our procedure for all packages that are marked as...

missing/lost/stolen. We also issue replacements as opposed to refunds as we do not currently issue refunds, per our refund policy, which can be reviewed on our website using the link below.  Refund Policy:http://kyliecosmetics.com/pages/refund-policy On December 7th, we issued the following response below to the customer in regards to the issue they experienced."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 ask for alternate addresses when issuing replacements for lost/missing/stolen packages to prevent any further shipping issues from arising. We informed the customer on December 9th of the replacement package being issued.  "We will send a replacement package.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." Shipping time for all domestic packages will be 3-6 business days. If the customer experiences further issues receiving the replacement package, we encourage the customer to contact their local USPS for further shipping details as they will be handling the package in question, or to contact your Customer Service Team at [email protected] and one of our representatives can offer further assistance based off of the policies we currently abide by.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12244289, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11562948, and find that this resolution is satisfactory to me.
If you wish, you may update it before sending it.] It was not only the fact it was empty or or appeared empty it was also the fact that the brush was damaged and the product was clumpy and smelled fowl. It was not all usable because of the brush damage and the consistency of the product. I have never had a problem with any of the other products consistency smell or any type of defect issues. So that to me says there's something wrong with the product that was sent to me.
Regards,
R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11444590, and find that this resolution is satisfactory to me.
Regards,
I[redacted]

The customer had inquired about their initial order and we had proceeded to issue a replacement package for the issue that they had originally experienced. Unfortunately, we were unable to issue a replacement for the Candy K Lip Kit and Cupid Gloss. As we were unable to fulfill a replacement for the...

products in question, which is typically our policy for orders that are deemed lost in transit, we have proceeded to issue a refund for the USD total these specific items, as a form of compensation. Once a refund has been issued, the refund will take 7-12 days for the refund to process. Once a refund is initiated, no further action can be taken with the product in question that is refunded, as we cannot retract a refund once initiated. As this is the case and we have issued a refund, we cannot issue both a refund and a replacement of the product, or another product in question. We also cannot issue a refund for the whole order, as a replacement package was made for the products were able to replace, as this is typically our policy for products that are deemed lost in transit. The replacement in question has also proceeded to ship and is in transit to the customer's provided location. The tracking information for the replacement package is provided below.Tracking: LX[redacted]USIf the customer experiences any issues with the transit of their replacement package, we encourage the customer to contact their local post office for further details, or to contact our Customer Service team at [email protected], and one of our customer service representatives will look into the issue and offer further assistance. If the customer experiences an issue with receiving the refund in question, we recommend that the customer contact their bank the use for the payment method that was used to place the order, to ensure that the refund was applied correctly.

The customer contact our customer service department 3/1/18 inquiring if they could return their product. Our team advised 3/2/18 that per our policy we do not accept returns or process exchanges. This information can be found on our FAQ. When placing an order with Kylie Cosmetics, customer’s...

agree to these terms and conditions. Kylie Cosmetics aims to show images of products to provide a good representation of the shades on various skin tones. However colours will appear different on customers based on skin tone, lip pigmentation and can appear different depending on the computer and display.

This order is showing delivered as of 1:10pm (pst) this afternoon.  > 94[redacted]09 This complaint is resolved.

Please note, per the customer's requested compensation, we do not currently accept refunds, returns or exchanges. This policy can also be found on our website before ordering, using the link provided and states the following information below."KYLIE COSMETICS REFUND POLICYWe do not accept returns, exchanges or refunds. All sales are final. Please note, Kylie Cosmetics by Kylie Jenner reserves the right to refuse all returns." Return Policy:http://kyliecosmetics.com/pages/refund-policy If the customer is experiencing issued with the product received, our policy required that customers that experience issues such as this are to provide photos for our review. We then offer assistance accordingly. This information is provided on our website under our terms of use and can be found in the screenshot that we have attached to this reply. As the customer has still not provided the required photos of the issue they have experienced, we are unable to offer further assistance with the order in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11872293, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

The customer’s order was placed on 11/22/17 and shipped on 11/29/17. The customer contacted our customer service department on 12/6/17 to inform our customer service database that they saw no movement in the tracking of their shipment. The customer was advised on 12/6/17 that there was a...

delay in their package’s transit. The customer contacted our customer service department again on 12/14/17 and was advised on 12/14/17 to allow the full transit time for international orders which is 15 business days from the date of shipment. This is due to possible scanning delays with packages. The customer made contact again on 12/19/17 and was advised on 12/20/17 that we have issued a replacement package to be shipped due to the delay. The replacement package has been shipped on 12/21/2017. The tracking information for the replacement order is provided below.Tracking: UM[redacted]USWe ask that the customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local post office or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance.

Hello, So that we can locate the customers' order I requested the below information via email today 5/25, "What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order? Also, what email address was the order placed...

under?"

Hello,Our international orders' transit time is 10-15 business days, and this information is listed on the customers shipping confirmation and our website, see attached.The customers' order shipped on 8/8,and tracking LN####13522US indicates that the package is currently in transit. Based...

on the transit time, the order should be to the customer around 8/29, and sometimes orders can take a few additional transit days. On 8/18 the customer was advised, "We're so sorry for the issue! It appears there is a slight tracking delay on USPS's end, we've contacted USPS and were told that packages are still moving, some are just missing a scan. Please allow a few days for your tracking to begin updating! Thank you." Unfortunately tracking has not updated, and I have emailed USPS to advise on the exact location of the package. USPS can take up to 2-3 business days to provide an update, and as soon as they do I will email the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11426499, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Hello, To be fair and consistent to all of our customers we are upholding our policy and we will not be accepting a return or issuing a replacement.

Per our policy, see attached, our email response time is within 48 hours please note that this time frame may be extended during and immediately after launches. In addition, once an order is placed it is final, and cannot be changed, see policy attached. As this is the case, we would not have been...

able to make the requested changes the customer had requested.

We are so sorry to hear you are experiencing this issue. As we could not locate your order number. What is your order number so that we can take a quick look?Tell us why here...

Complaint: 11866183
I am rejecting this response because:
after the generic email response sent to us by Kylie Cosmetic. We have sent several emails requesting help. We sent the USPS tracking information and we again received an email response. Saying that sometimes USPS is wrong and we should wait and to send them the tracking information.  I want a replacement package sent or a full refund. We have requested this several times with no response to any of these requests or to any of the follow up emails. The only email we receive is the same generic response. This is not acceptable. The package is lost. We do not have it. We want a new one or a refund.I have attached a copy of the emails to this response.
Regards,
L[redacted]