Anix, LLC

We advised the customer that this fill line is prevalent to our products. All of our products are all filled to net weight to avoid leakage and help provide a clean application. In 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.

Since the tracking for the original order did not updated and the customer did not indicate a received package, we had proceeded to issue a one-time courtesy replacement to ensure that the customer receive their order as initially planned. This is our method of compensation for all orders that experience the issue that the customer had reported to our customer service team and we offered assistance accordingly within the policies that we currently abide by. We currently abide by a no refund policy, as we do not currently issue refunds and issue replacements as a form of compensation for the issue that the customer has currently experienced. If we were to issue a refund as opposed to a replacement for the issue experienced, this would be unfair and inconsistent to other customers that we have assisted for issues such as this.  For further information, the link for our refund policy will be provided below for reference.Refund Policy:http://kyliecosmetics.com/pages/refund-policyBy referring to the tracking link associated with the replacement package issued, the customer can see that the tracking for the replacement package is updating and reflects that the replacement package is in transit and is therefore, moving. For reference, this tracking information is provided below and can be accessed using the provided tracking link.Tracking: LX[redacted]US As the order is now indicated to be travelling in the country for their corresponding provided shipping address, the customer will need to contact their local AN POST for further shipping details. As the provided tracking updates indicate that the order in question as reached the country for their provided shipping address, they will be the postal service currently handling the package in question and will be able to provide additional assistance or details on the delivery of the replacement package.

Complaint: 11861471
I am rejecting this response because: 
Regards,
J[redacted]
Thank you for your response! As I emailed before since I didn't receive my order I don't want any replacements and just would like to keep my money! Since my order was not sent to me on time and was misplaced I don't think it's right to talk about your policies. I am not trying to return something to you or asking to replace it. I don't think I should be paying for something that was a mistake on your end! It would have been a different circumstance if I ordered something and was trying to return it or replace it as I didn't like it but this is a different situation. In that case it would have been right to explain your policies to me and I would have excepted it but not in my situation. I am disputing any charges and just want to keep my money!  Julia

Complaint: 12253280
I am rejecting this response because:I placed an order on August 1st and have yet to receive it. The USPS status says its being held at the post office. I went to the post office and they don't have it.Would like a replacement. If they don't have a replacement because it was a limited edition collection, I'd like a refund.
Regards,
T[redacted]

I am rejecting this response because:
I notified the company working 15 minutes of the purchase and they lied saying the item had been shipped which it had not been until today. What am I supposed to do, supply them with security footage of my child doing this? Unfortunately my family can't be broadcast weekly on television.
Regards,
Z[redacted]

Complaint: 11548739
I am rejecting this response because: that's bt, the product is awful and I don't want it. I'll be calling my credit card company 
Regards,
M[redacted]

Hello, Correct the customer was not told back in April to resend the product back. We were requesting the product back for our quality team to review the damaged brushes. But to be consistent as the custom was not told to return the product she does not have to I have already issued a...

replacement of Literally gloss and it will ship out soon.

Hello, I am not able to find record of the customer emailing Kylie Customer service, I sent the customer an email stating the below, in order to review the customers claim we do need this information."We are so sorry to hear that you did not receive the correct product, do you mind sending a...

picture of the products that  you did receive in your order?  Please send a picture of your packing slip so the stamped initial is visible, and please provide your order number. "

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6936474, was placed on Nov 24. Since this order was placed during these indicated delayed processing time frames, additional processing times are required.To further assist the customer, we have issued the following response below on 12/7."We are so sorry for the delay! The product will ship in the next 3 business days; once the order ships the customer will receive an email with tracking." The order in question has shipped as of 12/11. The tracking link for the customer’s order is provided below.Order K6936474 Tracking: 94[redacted]0 As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 business days. We 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 package, we encourage them to contact their local USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

Revdex.com:I received an email asking me to file a claim with the USPS, that has been done as well however a phone number has not been provided and they also inquired about insurance information which I was unaware of. At this time no item has been received and no refund has been issued. 
Regards,
T[redacted]

Hello,The customers order has shipped today 7/7, see below for email customer was sent: Your order K1670158 has shipped! Tracking: 94[redacted]39Please allow 24-48 hours for your tracking to update.

Complaint: 11892950
I am rejecting this response because:I want a better explanation, because this makes no sense to me whatsoever, I ordered dancer gloss the same day as the Holiday Eyeshadow Palette and received the dancer gloss only.
Regards,
L[redacted]

Hello, I have put a rush on this order and it will ship out within the next 3 business days.

Complaint: 11501613
I am rejecting this response because the point of me sending the photos in the first place of all the other kits I had with the same problem was to PROVE to you (now that your calling a customer a liar) that the remaining kits I did have, have the same issues as tube of Candy K that was ruined. Which was why I sent the email in the first place. Again, read the first email I sent, along with the many others stating the same thing over and over again. If your company didnt use automatic responses, maybe you would be able to keep track of your inadequate responses more responsibly. I am filling disputes with the bank now going forward and like I stated before, I will be looking to take legal action against this company. Scamming customers is not ok and I work too hard for my money for it to be taken by you people who sell faulty products and false advertise their products as well. 
Regards,
D

In review of the customers’ email to the Revdex.com they have not provided an order number. In checking our system there is no order number under this email address[redacted]@gmail.com, there are no orders with the bill to order ship to of the address [redacted] Dr. Apt#** Murray, UT...

 84107. In addition, I checked under the customer’s Kylie Cosmetics account, see attached, and there have not been any orders placed under this customer. In addition, there have not been any inbound emails from this customer based on their contact information, including their email address, see attached. There is no evidence in our system that indicates this customer has made an order, sent us an email, and they have not included any photos in their Revdex.com email. We would need the customer to provide the email address they used to email us at Kylie Cosmetics, the order numbers, and photos reflecting their issue so that we can review their information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867336, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Complaint: 11945837
I am rejecting this response because:  I cannot order anything from the site with any of my information.  I feel like I have been blocked from the site.  This happened to me twice with them and all I wanted was the Peach Pallet.   I have spent a lot of Money at Kylie Cosmetics we are talking over 1,000.00 in products.  I am one of the best customers, I have even promoted her site.   They need to not block me from ordering from them.  It took them 6 days to answer my email and the first one said this:to me Hello K[redacted],It appears your order has been flagged for high fraud risk. Our system is unable to process your payment and we are unable to accept/fulfill your orders. Please note that any pending charges for your canceled order will remove from your account in 7-12 business days.We apologize for the inconvenience this may cause.Thank you,--Glimar DSo now how do I order this pallet if I am a fraud risk?  This is not a good business relationship to have with a  client.  They did nothing but tell me that my information was a fraud risk, what kind of resolution is that.  I want to be able to order from the site without the fraud and I believe they should give me the pallet for all this trouble.  This is not good customer service and they need to have person to talk to so these kind of things do not happen to other people.  How do you run a business without being able to speak to someone.  This is not good business. 
Regards,
K[redacted]

Complaint: 12222044
I am rejecting this response because:in good faith they should issue a credit as these lipsticks are of very poor quality I can return the items where they can see they only been tried on barely even used.   
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11483808, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

Complaint: 11546016
I am rejecting this response because:This is about 5 min after putting it on. After about 30 min I will be completely crumbled and cracked. I have not eating anything I used a lip scrub and moisturized lips prior to application. I only applied one thin layer, because I know liquid lipsticks don't take well to multiple layers. I have tried applying two coats of this and t just made it worst. I didn't press my lips together or anything just let it dry. And as u can see the center is already crumbled off. I didn't apply my lip liner because it's no lip liner to apply. After I sharpens my lip liner with a  Mac sharpener a little tiny nub of lip liner fell out. So pretty much my lip liner was empty, it only had less than an inch of lip liner inside.. I didn't notice that until after I sharpened the lip liner days later. U it may be hard to see the crumbling because the lip color is the same as my natural lips, but u can see the middle is completely gone after 5 min no eating drinking or anything. 
Regards,
A[redacted]