Anix, LLC

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.

Complaint: 12152027
I am rejecting this response because: nowhere in the FAQ section does it say anything about promos. I wanted my product last week. Please ship my lipsticks!!
Regards,
[redacted]

Revdex.com:
I have received the shipping information. Also, an email from Kylie cosmetics today (5/16/2017) with information regarding the reason and new time frame for the shipments.
Regards,
[redacted]

Hello, Unfortunately we only provide replacements we don't provide refunds, see our policy attached. We will send a one time courtesy replacement please email back to confirm your ship to address.

As we mentioned please only send one email to ensure a timely response. According to tracking the order has been delivered. The customer has not stated they have any further issues. But if the customer does have any issues we do recommend to email into customer service so that we can resolve the issue.

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, As USPS information is not always correct, the customer was advised of the below via email today 7/14:Oh no, we apologize for the issue! 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. Please contact us if your order is not received within the next few days, we'll get right back to you!

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11889272, and find that this...

resolution is satisfactory to me. Though I don't feel it should be a "Courtsey" they are the ones who messed up not me. I have sent them pictures of everything they needed. 
Regards,
J[redacted]

As the customer has not sent us a the letter from the bank advising that the charge back has been dropped. I have included the email chain to show the letter was not included. As we do not have a letter showing the charge back was dropped we cannot issue a replacement.

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

Based on the customers’ contact information, there is no email from this customer, there is no order number linked to their name or email address, and under the customers’ account there have not been any orders placed, please see attached. Also on our website kyliecosmetics.com, our contact...

information which is our customer service email,[email protected], is listed under our FAQ page and the contact us link (see attached).  In addition, the customer mentioned “the process to return is complicated” , and our website states that we do not accept returns, see attached.

During this time frame we had a limited amount of product to sell for KKW and we also had a promo with a limited amount of stock, therefore we have longer processing time frames. We aim to be very transparent as we do list all of this information on our website, and encourage customers to email in with any questions on our FAQ page. We are working very hard to get each and every customers order shipped, and we do apologize for the delay.

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.

Hello, In reviewing the email chain, the correspondence took place from 7/25-7/26 which was a 24 hour period. We did not receive an email from this customer prior to 7/25 from her email address [email protected]. We were well within our response time that is listed on our website,...

see attached. As advised we would ship the product out soon, and per the tracking number 94[redacted]5 the replacement order shipped on 7/26.

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.

Complaint: 11607816
I am rejecting this response because: the photo clearly shows that they leak? HELLO! Did you look at the attached photo? The posies k which is pinker than the rest is all over the stick and the inside of the lid. Also the heir is the lightest color and between the 3 looks the least to leak, yet your replacing that one????? How can u say heir should be replaced but not the other 2? I stopped using all of them becasue they got all over everything. If I would have kept using them, pulling out the applicator over and over again it would be way worse. When pulled out there isn't a suction that keep the additional product inside the tube. There isn't any resistance like my other lip glosses have. I'm telling you that these are defective! I'll send back all 3 of them I DO NOT want anything free just what I paid for. Plus when I first got a response [redacted] O she didn't even ask any specific questions. Basically  All that was sent was I was getting a replacement that would "include" heir ??? They didn't even ask any questions or anything. I've attached photo of the emails. 
Regards,
P[redacted]

We have issued the customer a one time courtesy replacement package containing their missing lip liner as order K5509554B. The customer has viewed the email with this  information on 4/17. 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. 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.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include...

weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: LZ[redacted]USPlease allow 24-48 hours for tracking to update. We also recommend that the customer 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, Part of our procedure is that we do require photos to authenticate the customers claim. Per the email chain the customer had advised that she discarded all evidence of the purchase including the incorrect item received, the order number, the packing slip, and the box. This is information...

that we use to authenticate the customers’ claims when the wrong product is received. The customer was able to provide us with a photo of the Dolce K liquid lipstick she received therefore we can issue a replacement for an Exposed Liquid lipstick. As we hope this does not happen in the future, but if it does please keep all documentation received.