Anix, LLC

On 4/22 via email the customer was advised that we would issue a onetime courtesy replacement package, and we did go back and forth with a few emails get a USPS claim number and to verify the best ship to address. We sent an email to the customer at email address [email protected] to advise the...

customer their replacement order shipped.  The customers’ replacement package was shipped on 5/2, and according to the tracking number 94[redacted]35 was delivered on 5/3.Kylie Cosmetics

Our policy only enables us to issue replacements for damaged product within 2 weeks of receipt of the product. As this is the case we will be upholding our policy and not issuing a replacement package.

Once international packages make it to customs, they aren't updated until they're delivered. The tracking number indicates that it has left the processing center, and is on its way to the customer. Unfortunately USPS only shares with us the same information that the customer can see. Please...

note that it is common for there to be tracking update delays, especially when packages reach customs. When package get to the local post office, their tracking should update.Please allow 10-15 business days for tracking to update. The 15th business day will be on 6/8. During the packages’ transit time, it might be helpful to contact Post Nord and/or customs office for additional tracking information. Please note, business days do NOT include weekends and holidays. I have also attached a screenshot of our Shipping Policy as stated in our FAQ for review. Tracking: UA[redacted]US

The customer has been offered a one time courtesy replacement package for their missing package. 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.

The customer was advised by our customer service team that the website the customer has purchased from is not our website. We can confirm that the order number that was provided to our customer service team from [email protected] is not an order number from Kylie Cosmetics....

 Unfortunately, we cannot accept any claims pertaining to this order as it was not placed on our website.

For order K4225193 the customer only contacted us once about missing product. We responded today 12/14 and advised we are issuing a replacement, see exact email verbiage below:"Hello CiaraWe are so sorry for this issue. We'll have a one time courtesy replacement package of Koko and Burgundy Palette...

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,"

Complaint: 11460179
I am rejecting this response because:I feel like they should send me replacement product's now because if I send them these back first there just going to resend me these same lip glosses back in a different box since they didn't want to replace them to begin with and I had to go through all this trouble trust me I'm not keeping these lip glosses I don't want them or have a desire to use them other wise I would not have gone through all this trouble to get new ones, thank you
Regards,
A[redacted]

L[redacted] did not place an order through kyliecosmetics.com, therefore she would have to contact the customer service she did place the order with for assistance with this matter.  As all of our orders start with a K and are followed by seven numbers, and the order numbers provided...

were 52298 and. 52328. Our email address is [email protected], and we have no emails from l[redacted]@gmail.com. As this is the case we would direct L[redacted] to place a Revdex.com complaint with the company she did place this order through, so that they can resolve this issue for her.

Hello, As the customer advised they will be out of the country for 2 weeks and unable to retrieve their package from their home if it was delivered, a one time customer service courtesy exception was made to refund the customer, and we did send the customer an email advising that a refund was issued for their order K2984373.

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]

For Reign we advised 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 a mousse-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 that this is completely normal and is not a defect or an indication of missing product. To confirm our products are filled to net weight before leaving our facility. For Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11686738, and I will accept solution from kyliecosmetics.com with several conditions: Kyliecosmetics.com have to reply my email and give me proof that their system already void my order and return my $710.95USD back to my credit card because I have to shown their proof to my bank who issued the credit card so I could claim that kyliecosmetics.com really cancel/void the order.Kyliecosmetics.com reply my email after Revdex.com email them so it doesn't make sense kyliecosmetics.com said for several email send them and will go to spam,so please tell kyliecosmetics.com to reply my email.Please help Revdex.com because for me that amount it's really matter.Thank you so much for your help
Regards,
N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11571259, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Per our policy our processing time for orders is 3-5 business days. Business days do NOT include the weekends and holidays. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. Therefore, on our FAQ page we inform customers...

that orders can take beyond 5 business days to process when their are large launches or promos.

Complaint: 11466308
I am rejecting this response because:I recently marked this as...

resolved, but it isn't and I'll explain my story again & include why it isn't resolved. My previous complaint: So, I not-so recently ordered 3 lip kits from Kylie Cosmetics in the shades "Koko K" and "Dolce K" (I ordered 2 Koko K's and 1 Dolce K) on April 28, 2016. I received an order confirmation email of my 2 Koko K's and 1 Dolce K the same day I ordered them and I received my shipping confirmation email 6 days later, on May 4, 2016. So far everything was normal. My package came in May 6, 2016, and I received 3 Dolce K's and 1 True Brown K.... The address on the outside of the box was mine but the paper form on the inside of the box was ordered from Germany! (I live in the United States). Realizing this, I emailed the customer service of Kylie Cosmetics explaining my situation completely. They responded very quickly, in about 20 minutes. Over a period of a week (they took a while to email me the other days), they had asked me to send back 2 of the 3 Dolce K's and the 1 True Brown K. I sent the lip kits back to their company and they delivered on May 13, 2016, (one week after I received them). The employees told me that once they process my returned order, they will send me an email confirmation when my package ships. After 6 days had gone by after the package delivered to them, I sent another email just clarifying if they at least sent my package yet or not, I got no response. I was starting to get anxious at this point because it has been over 2 weeks since I initially got the wrong package and they aren't responding to my emails. 2 days after I sent the previous email, I sent another one asking the same things. It has been about 4 days and they haven't responded to any of the emails I sent. However, I believe on their website, it says that they try to answer all emails within atleast 48 hours. Once I sent this complaint, the customer service sent me an email saying that the package shipped but when it came in the mail, I only received 1 lip kit instead of 2.  I am beyond frustrated with this company. They need to be more organized because they not only sent my the wrong package once, but now twice. I want my Koko K lip kit ASAP. I should've received them 3 weeks ago! This is absolutely unacceptable, I paid a lot of money on a product I haven't received yet.
Regards,
A[redacted]

The customer has been offered a one time courtesy replacement with their missing freebies. Processing on replacement packages is 7-10 business days. 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.

Hello, Per our policy (see attached) we only issue replacements we do not issue refunds. We are issuing a separate package to the customer that will contain the missing Dolce K lip kit.

Hello, Today the customer was emailed and we requested a photo reflecting the issue they are describing, and the order number, one we have this information we can provide a resolution. Please note that we do require photos that reflect the issue you are describing.

Hello, Via email today the customer was advised, 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. Once the customer provides us witha USPS claim number we can then issue a replacement package.

Hello, The customer was advised via email today to file a claim with USPS, and once they receive the claim number to email it back to us. Once we receive the USPS claim number from the customer we can issue a replacement package.