Anix, LLC

The customer emailed in 12/28, and advised they prefer a refund, we then processed the refund, and the customer responded by stating, "Hi,Thank you so much for the refund." The customer already advised that they wanted the refund, and were okay with the refund, this issue has been resolved.

Hello,  We are so sorry for this issue. We'll have a one time courtesy replacement package of order K1436110 sent out to you. Your product will ship in the next 2 business days; once your order ships you will receive an email with tracking. Per our policy we do not...

issue refunds see attached, we only offer replacements. In addition the customer provided a receipt for postage for $3.97, and they have been issued a refund in this amount.

Hello, Per our policy we do not accept returns, exchanges or refunds. All sales are final, see attached. Per our policy for international orders where packages are missing product we do not offer replacements, see attached.

Although we want all of our customers to be able to order all the products they desire, our Limited Edition Holiday Collection stock is limited. We have updated our Instagram to reflect that product will be limited and that the holiday stocking will be free with a purchase of $100.00 USD or...

more. In an effort to provide the most accurate and up to date information, updates will be made. Please ensure to keep an eye on our Social Media for all of our upcoming Holiday Promos.

We are so sorry for the confusion! Unfortunately, we were unable to restock all of our products for our Cyber Monday promotion as our Limited Edition Holiday Collection has been in extremely high demand and is sold out. We sincerely apologize for the inconvenience. Based on this information we...

will not be extending promotions such as 20% or free shipping.

We have checked our records for order K6751720, and the order in question has shipped. Per our shipping and handling policy which is listed on our website for all customers before they order, we advise customers to please keep in mind that during holidays or limited edition launches, processing and...

shipping times may vary. The tracking information for the order in question is provided below.Tracking: 94[redacted]5As the order has shipped, we have fulfilled the actions required on our side. We advise that the customer allow 24-48 hours for their tracking to update and if they experience any issues in receiving their order that they contact their local USPS for more details or to contact our Customer Service team at [email protected] for further assistance.

Complaint: 12172669
I am rejecting this response because: It's obvious that customer care does not care or understand the issue. My issue was that if they would have responded earlier, they could have canceled both orders. I know my package had arrived I stated that already and I also find no use of it. 
Regards,
J[redacted]

Complaint: 12157169
I am rejecting this response because: I emailed them the last 4 digits so...

they could check on it for me and they haven't gotten back to me. I can no longer get into the original email because I have gotten a new phone and had to start a new email. I'd like Kylie Cosmetics to get back to me since I did so and resolve this issue. 
Regards,
R[redacted]

The reason why the customer did not get the order is that it was lost with USPS. Per our procedure we ask the customer to file a claim with USPS, and once we have the claim number we can then issue a replacement package. Via email on 12/1 the customer was advised we are issue a replacement. Please...

see exact email verbiage below:"We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you at the address provided.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Hello, The customer was advise via email today 7/7:Unfortunately we do not accept returns, exchanges or refunds; all sales are final. Please note we will be sending you out a fresh new Kymajesty! Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy

The customer has been given a one time courtesy replacement for their missing package. Please note for future reference, if a package's tracking indicates it was delivered, but the customer did not receive it, we recommend them contacting customer service. Our normal process is that the...

customer provides a claim number within 5 days, and then we issue a replacement package.Once the customer's replacement 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.

Our response time for emails is within 48 hours, and can be extended during and after launches.  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.  According to USPS.com, "Your item was delivered in or at the mailbox at 1:25 pm on December 2, 2016 in S[redacted], TN 37379."  Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime.

Hello, In order to respond to the customers' inquiry, we need to verify the customer made an order through Kylie Cosmetics. Based on my research I was not able to find an email, order number, or customer account based on this persons' email address [redacted]@gmail.com. We are...

pending providing any information on this issue based on waiting for the order number.

The customer’s original order was was placed 12/26/17 and shipped 12/29/17. The customer advised our customer service department 1/14/18 that their package was not received. On 1/18/18 Our customer service department offered to send a replacement package which was created 1/19/18 and shipped...

1/22/18. Our processing times for replacement packages are 7-10 business days, and 3-6 business days shipping time for domestic orders. On 2/1/18 the customer advised our customer service department that an item from their replacement package arrived damaged. Our customer service department advised we would ship a replacement for the damaged item 2/2/18. The customer was advised of the processing times for replacement packages. Before the replacement package for the damaged item shipped, the customer filed a dispute via Paypal. For the inconvenience we have refunded the customer $46.50 for the value of the damaged product. The customer should see this refund in their account within 7-12 business days.

Hello, The information provided were tips and tricks to ensure proper wearability for the product.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID 11594111, and will find the resolution satisfactory once items are received.  As of yet, I have not received tracking or confirmation that the replacement products of the items that were not received have been shipped.
Regards,
J[redacted]

Reconfirming the customer was advised that our products are made fresh to order, and then they are packaged in the customers’ box. As the customer was advised during shipping, packages can get roughed up from being in transit.  The customer was advised of this information via email,  see exact email verbiage, “Sometimes packages get a bit roughed up during the shipping process. Your products were not tampered with, they are safe to use." Since there is there is no damage or defects (see attached photos) to the product there will be no replacement product issued.

The customers order was placed 6/29/17. Their package was shipped 6/30/17 and delivered 7/21/17. The customer did not make contact to express concern over their product until 3/14/18. We will review any product issues within 14 days of the receipt of the package as stated in our FAQ. The customer...

did not make contact with our customer service department until after this time frame. We informed the customer 3/14/18 of our no return policy. The customer agreed to these terms and conditions when placing their order.

Hello, Our response time form emails is 24-48 hours. The customer emailed Kylie Cosmetics twice in a row 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. The customer was advised...

today that we will issue her  a replacement package of Posie K liner.

Revdex.com:    If that would have been their customer service initial response I would have greatly appreciated the replacement with no further need to apply to the Revdex.com, with that said thank you for following this through.
I have reviewed the response made by the business in reference to complaint ID 11828279, and find that this resolution is satisfactory to me.
Regards,
[redacted]