Anix, LLC

This is our standard turn around time for processing replacement packages. If the time frame can be improved the customer will receive an email with tracking sooner. 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’s email was responded to 3/2/18 by our customer service department.  The customer was advised our return policy as that was a primary concern. This policy is clearly listed on our FAQ. Nevertheless, disappointment in shade is not considered a product defect or damage. Please note, we do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.By placing an order with Kylie Cosmetics the customer agreed to the terms and conditions, including our no return policy, as all sales are final.

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

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]

Hello, The 1st business day is the day after the order is placed, so the 21st was the 1st business day. In additional if the customer’s order has not shipped we provide them with the processing time frame information. The reason why we give the processing response email is that it states that...

as soon as their order ships they will receive an email with tracking. In addition the customer emailed us on 7/26 in from different email chains a total of 8 times, and unfortunately that is why they received the information that their order was processing twice. The customers’ order did ship today, and they were provided with the tracking 94[redacted]2 number via email.

Complaint: 11877848
I am rejecting this response because: the postage hasn't been...

updated since the 10th.If they don't refund when customers don't receive there products then they need to send me another one.in this country if you sell an item and the buyer doesn't receive it you either refund or replace it otherwise you can be charged.its not like it's a small sum of money, it's $440 Australian dollars.ive uploaded a copy of the postage tracking 
Regards,
K[redacted]

Complaint: 11549589
I am rejecting this response because: this is the worst response to doubt a buyer money is not a issue. I refuse to offend the gift giver by implying she gave me faulty make up. The worst customer service having a huge make up fan base I will never use these cosmetics or encourage sale. Truely disappointed. 
Regards,
R[redacted]

Complaint: 11501613
I am rejecting this response because I told them multiple time in my attached emails that I did not have the product due to it leaking and I had to throw it away. That was stated in my very first email with this company and repeated on multiple occasions. I also sent a follow up email after they sent me the return address forms clarifying that I was sending it back and they took over 3 days to respond, AFTER I had already sent it out. They said send back all damaged products. Which is exactly what I did. Again if you look back in ALL emails I have had to suffer through with this company because they cant pick up a phone, I couldnt have said it any other way unless they wanted it in another language! Also in my first and second email, I sent pictures off all the products I still had showing that ALL of them have the same consistency problem, hense why I was having this issue in the first place (also see attached file) How can I send something back that no longer exists because of your FAULTY PRODUCT!! As I stated before, if I do not get all 4 products that I sent back, REPLACED, I WILL be taking legal action against this company. There is absolutely NO reason a customer should have to jump through these hoops to get actual quality customer service and an actual fix to their problem that was the company's fault in the first place. This is not the first complaint with this issue, there are also other Revdex.com reports I found on this page and on other social media sites regarding this company's customer service and their products. I am so disgusted with this company my next step is to request for a full refund for everything sent back and I dont even want the damn products back! 
Regards,
D[redacted]

Hello, On our site under FAQ's, see attached (page 2), we have an advisement about additional fees that international customers's may be charged, see below: "You may be subject to customs fees, duties or taxes in your country. We are not responsible for any shipping deliveries that...

may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States. " The customer also received this information via email today 5/5.

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

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.

It appears that the initial order has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all international orders going to be 10-15 business days and orders could still be delivered within this time frame even if provided tracking does not...

indicate a moving package. This information is made public on our FAQ for all customer's review prior to ordering. "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. " As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement for the order in question. We issued the following response below on December 27th to the customer, to inform them that a replacement package had been issued once we clarified their address information. "We are so sorry for this issue. 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."As this is the case, we have issued a replacement package for the products and the replacement package has shipped as of January 2nd. The tracking information for the replacement package is provided below. Replacement Order Tracking: LX[redacted]USPer the FAQ statement provided above, delivery time for international orders will take 10-15 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 post office for the shipping address provided or to contact our Customer Service team at [email protected]. and one of our representatives will be able to offer further assistance based of the issue experienced.

Complaint: 12172669
I am rejecting this response because:it is a basic response letter 
Regards,
J[redacted]

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for use. The product and it’s packaging have passed all safety testing. Additionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no...

contact with the product. We are confident that the smell will continue to diminish over time. We sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (21 CFR) for use in cosmetics in the US. Further more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attachedTell us why here...

Complaint: 11625610
I am rejecting this response because:Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items online. However, this is my issue every time they do a restock I log in the second the online store reopens. Their store allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting area. During this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold out. I understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our order. What they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay for. Their disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave above. Yesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold out. The store opened at 3pm and 3:02pm I was denied product. It's ridiculous and they need to have much better practices. Now I will be satisfied with two things. Either they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentary. If much rather pay for the items but at this point they need to make it right period either way. I've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands more. I have seen complaint after complaint on the Instagram account of people having the same issue. It's is unacceptable.  
Regards,
M[redacted]

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.

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.

Complaint: 11692534
I am rejecting this response because: I purchased it from the Kyliecosmeticoutlet.com which says it is linked to Kylie cosmetics.
Regards,
J[redacted]

Per our policy, we don't issue refunds, we only issue replacements, and we will be upholding this policy to ensure that we are fair and consistent to all of our customers. We have attached a screenshot file of our refund policy, restating that we do not issue refunds for orders. We have decided to make a one time courtesy exception and have issued the customer a one time courtesy replacement package for the products in question. Their replacement order is RK6118131. Their replacement order is currently processing. Our processing time for replacement orders is 7-10 business days. Business days do NOT include the weekends and holidays. Once shipped, the delivery time within the United States is 3-6 business days. As a result, we have issued the customer the products in question missing from their order and no further action is required on our part. 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.

Complaint: 12159349
I am rejecting this response because: I have not recieved my refund!
Regards,
E[redacted]