Anix, LLC

Hello, Due to the holiday on Monday we were not in the office yesterday 5/30 to respond to the customers' 5/28 email. Today 5/30 the customer received an email advising that we will send out the additional Koko K kit in the next 2 business days.

Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyPer 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.The customer has been issued a one time courtesy replacement with their freebies. Processing is 7-10 business days, business days do NOT include weekends and holidays. 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 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]

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.

Hello, After viewing the customers photos it appears the lipstick is leaking as the customer advised in their previous email, therefore we will issue a replacement of Candy K liquid lipstick to the customer.

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.

Complaint: 11853292
I am rejecting this response because: I ordered two products and they only offered to send me one. The package I originally received in the mail I sent to the correct person. Therefore I should be receiving both the products I ordered in the mail, not just the one. 
Regards,
B[redacted]

Hello, The customer was emailed today 7/7 and advised,  "We can offer a one time courtesy replacement or a refund, please advise which option works best for you." Unfortunatelywe cannot send the product and issue a refund, the customer can only choose a refund or the product. This...

request is pending the customers' response.

Complaint: 11754845
I am rejecting this response because yes the case was still open and we could have resolve it immediately if they would just cooperate before when I was demanding a refund from them when I was still in the US. I requested a refund many times but they always telling me about their policy. Its not about the policy anymore its about their credibility and how they handle this kind of things. So that's it, they will just take their customers money because of their policy? And they were lying in their statement to my card that they delivered my items properly and even showing them the tracking number that they already delivered it. Its was indeed delivered because all the items have the same tracking number, and I got one items so it will really appeared that it was delivered. They even stated that I didn't return any items (take note ITEMS) to them. I did not received the ITEMS, I only received ONE item which is the pouch. So why are they saying things like that even though they know that its their fault and they even offered me a replacement for the items that not delivered on time. I just don't get it. I giving me hassle for filling a case. Please understand that I worked hard for that money and risk it to place a order to them and even trusted them and they don't even have that conscience. They just started their company and all this things are happening. 
Regards,
[redacted]

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...

Hello, On 7/11 the customer was advised, "It appears we did issue a replacement package, but the tracking 94[redacted]91indicates the package never moved. I can issue another replacement and have it ship in the next few days." The customer email emailed back on 7/11 and stated,...

"Yes and can you actually send me the ttracking number this time." On 7/11 we responded to the customer stating , "Once your replacement package goes out you'll receive an email with tracking, to email [redacted]@me.com" To confirm the customers package shipped on 7/12 per tracking 94[redacted]58.

Our Customer Service Team has not received any emails from [email protected]. Once the customer has emailed us, we would be more than happy to look into any issue. Thank you

Hello, We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issued. The customer was advised therewas no issue via email, "I apologize for the confusion. Our metallic matte lipsticks have a different consistency...

than our regular matte lipsticks; these lipsticks have more of amousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note thatthis is completely normal and is not a defect or an indication of missing product."

Complaint: 12105214
I am rejecting this response because: as you can see in the file attached above, it's from my history and it shows that I was on the right website and on the checkout, this is why I don't understand why or how another website got my details. I even sent them that before and they didn't even explain or acknowledge it. If I didn't order from them why does it say their website and have the same product and the checkout?
Regards,
A[redacted]

On 1/25 the customer was emailed and advised we are issuing a replacement package, please see exact email verbiage below: "Hello Kori, 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,"

Hello, On 6/20 we advised the customer “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?” Our response time form emails is 24-48 hours. The customer continuously 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. Then on 6/23 the customer was advised, “Sorry for the inconvenience! We'll have a replacement package sent out to you ASAP! Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. I can confirm that the customer will be receiving a replacement package of order K1319293.

Complaint: 11944126
I am rejecting this response because:To keep attention. I thought it was odd that the charge onto my transaction history wasn't labelled with the Kylie tag. I've attached a screen shot of both websites. I've changed from being a complaint to something that should be brought to your attention. There is clearly a third party ripping off your product and I apologize. (I believed this was the real website as I simply typed "Kylie" into my URL search bar and it quick linked to it on my phone.)
Regards,
J[redacted]

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]

Complaint: 12747754
I am rejecting this response because: I was advertised from. Kylie Jenner snap chat app to purchases product and was never on the website to purchase. So I didn’t see not were there any verbiage regarding sales being final. 
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.