Anix, LLC

Unfortunately, the products that were in the customer's initial order were on back order, so to prevent any delay in the order, the order was proceeded to be cancelled and refunded. The refund for the order will take 7-12 business days to be processed. To ensure that the customer was informed of...

this, our customer service representative communicated the response provided below on December 19th. "We are so sorry to inform you that the 2017 Birthday Mini Velvet Kit is currently on back order. As customer satisfaction is our top priority, your order has been refunded. Please note, it may take 7-12 business days for the refund to reflect in your account. We sincerely apologize for any inconvenience this may have caused."The customer was emailing in regarding the status of their refund before the allotted 12 business day time frame, as our last form of communication was received on December 22nd. As this is the case, the refund may not have completed processing at this time. We have included a screenshot indicating that we no longer have the funds in question for the order placed and they have been refunded accordingly. As this is the case, the customer will need to allow for the full processing time for the refund to process, or contact PayPal regarding the details of the refund, as the funds are no longer in our system and we no longer have any possession of the funds for their order, as the order was cancelled and refunded.

There was no efort to solve my complaint.
Complaint: 11863545
I am rejecting this response because:
Regards,
S[redacted]

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.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. The customer's order has shipped. Tracking: 94[redacted]01 (Please allow 24-48 hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-6 days, and 10-15...

business days internationally. We recommend for the customer to periodically check tracking for delivery updates.

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 have issued a replacement for the missing Birthday Bundle on 8/25/16. Processing time for replacements is 7-10 business days, once the replacement has shipped the customer will receive his/her tracking number.

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]

Complaint: 11887253
I am rejecting this response because:A question to Kylie Cosmetics customer service--why would I file a claim with the Revdex.com if I was trying to scam you guys?? Kylie Cosmetics has clearly done little-to-no investigating into this claim and is accusing me of providing false information. I provided the USPS tracking information, attached again--the package never says "delivered" to me. It does, however, say "delivered to original sender". Making this either a mistake on Kylie Cosmetics, or the USPS. For them to claim that I opened the package, and then returned the package with a product not made by KC, is just ludicrous. THE PACKAGE WAS NEVER DELIVERED TO ME. If they had taken a look at my customer profile they would have seen that I've spend hundreds of dollars on their products, and WAS a very loyal customer. Their complete disregard for my specific problem and their utter lack of respect for their customers has caused me to file this claim, and to reject their response. I will never purchase another Kylie Cosmetics product, and will encourage my friends and peers to do the same. 
Regards,
M[redacted]

Complaint: 11855217
I am rejecting this response because: Obviously this company does not want to own up to there false advertisement & all they can keep saying is the eye shadow can be buil-able & now they're adding to use a synthetic brush. Please stop with the excuses, I will not continue to waste my time with this low quality product that your company is putting out. You guys can come up with a million and one excuses over $42 dollars and this useless eyeshadow palette. I have more than enough facts & photos to support my claim. Revdex.com please leave this case at closed & un-resolved. My complaint ends here.
Regards,
J[redacted]

Hello, Today 8/31 via email the customer was advised her make up bag was refunded, see below for exact email verbiage: "The Limited Edition Makeup bag has refunded! Please note that it takes 7-12 full business days to show up in your account!"

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.

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.

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.

The customer was advised via email to file a claim with USPS, and then provide us with the claim. Once we receive the claim number we can then issue a replacement package. See below for exact email verbiage customer was advised: "Hi Rosialee. We are so sorry to hear you did not...

receive your products.Please file a missing package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to us and we'll get back to you.Thank you,"

Complaint: 11626436
I am rejecting this response because: The Shipping needs to be cheeper, as it is sometimes hard to order things together, because you don't make enough, that leeds us to have to order seperate and pay the shipping everytime!!!
Regards,
C[redacted]

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

We are working towards resolving this issue for the customer. We are issuing the customer their correct order K4007496 of 22 Lip Kit, and we will reimburse the customer for the postage for the wrong order they had to return to us. Today 1/9 the customer was advised, "We are so sorry for this issue....

We'll have a one time courtesy replacement package of your 22 Lip Kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. Please send us a receipt for postage of the wrong order you sent back to us so that we can reimburse you." 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.

To clear the customer to order to avoid this issue in the future the the customer was asked to provide the below information. Please provide the information below and we can pass this along to our team to have approved.1. A photo of the front and back of cardholder ID3. Contact phone number3. Reason for the purchaseWe need to take these extra precautions to protect our customers. It would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this order. We appreciate your cooperation.

Customer reached out to our Customer Service Team. Our Customer Service Team is waiting to hear from the customer as they need addition information from the customer in order to proceed. Thank you

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?"