Anix, LLC

Alaina's order in question is not from Kylie Cosmetics at kyliecosmetics.comWhen customers receive order confirmations from Kylie Cosmetics, their order number will consist of digits and a K as the first initialThe order number that is provided by Alaina is order number 15768, which is not recognized in our systemAlaina provided this information to us, as well as a copy of her order confirmation and we informed her on Dec 21st that the order confirmation was not issued from our websiteAs a extra precaution, on December 20th, we also asked the customer for their information about their order to double check our systems and we could not locate any orders in reference to the order information provided for our reviewWe advise that Alaina contact the website that she has placed order with, as they will be able to provide the best assistance with the order in question

As we review the customer's confirmation email sent to us, we can see that Sydney did not receive a confirmation from our websiteI have attached a copy of the email confirmation the customer received and an email confirmation from our website for comparisonAlso I have attached a photo showing our system has no orders under the order number provided by the customer (Sydney Revdex.com doc)Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.comAs Sydney did not place her order through Kyliecosmetics.com she would need to contact the site she did place her order through for a resolution

It appears that the initial order has experienced an error on the side of USPSWhile tracking does not show movement, our policy for the transit of all domestic orders is going to be 3-business days and orders could still be delivered within this time frame even if provided tracking does not indicate a moving packageThis information is made public on our FAQ for all customer's review prior to orderingProvided below is the information that we provide to all customers on our FAQ: "All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" As the order was shipped on December 26th and it does not show updated tracking for the order in question on the side of USPS, we had proceeded to issue a one-time courtesy replacement for the order in questionOn January 8th, we issued the following response below to customer to inform them of their replacement package"We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." Per our refund policy, we currently do not issue refunds for orders and have informed the customer of this in our customer service email correspondenceOn January 10th, we issued the following response to the customer to inform them of this policy."Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are finalRefund Policy:http://kyliecosmetics.com/pages/refund-policy"We do, however, issue replacements as a form of compensationTheir replacement package then proceeded to be shipped on January 12thWe ask that the customer allow 3-business days for the replacement package to be delivered to the provided shipping addressIf the customer experiences any issues with the transit of the order, we advise that they contact their local USPS, or to contact our customer service team at [email protected] and one of our representatives can take a look and offer further assistance

Complaint: I am rejecting this response because: I was never notified personally besides the email I received on 11/that I wasn’t forgotten aboutInstead of Kylie Cosmetics posting on social media that my order was delayed, should’ve sent an email to me directlyI shouldn’t have to chase customer service down for info on my order and even then, shouldn’t be receiving copy paste emails Business should be as upfront and transparent as possible when dealing with customers ordersI did receive my order but I am not satisfied with the customer service I received with the company during that timeIt should be known as I am not the only customer dissatisfied with communication Regards, S [redacted]

The customers order Ktook business days to process before it shippedPer our policy during holidays or limited edition launches, processing times can take longer than 3-business daysAs this was the case with this customers orderPer tracking [redacted] via usps.com, "Your item was delivered in or at the mailbox at 12:pm on February 13, in CANTON, OH 44708."

It appears tracking indicated that USPS delivered the package, but it was not receive by the customerTherefore today 1/we advised the customer, "We are so sorry to hear you did not receive your productsPlease file a missing package claim with the post office, you can file the claim over the phone or on their websitehttps://www.usps.com/help/missing-mail.htm Once you receive a claim number please give it to us and we'll get back to you." Once the customer provides us with a USPS claim number we can then issue the replacement package

I am sorry that you are experiencing this issueI reread your email chain and it seems as if your main concern is you feel that you received the same shade twice instead of different shades (Maliboo and Dolce)In review of your 8/photo you provided I can see the difference in shades Maliboo is on the left and is lighter in hue and Dolce is on the right and is darker

The customer’s email was responded to 3/2/by our customer service department The customer was advised our return policy as that was a primary concernThis policy is clearly listed on our FAQNevertheless, disappointment in shade is not considered a product defect or damagePlease 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

Our official website is www.kyliecosmetics.comThe customer’s order was placed through another websiteThe order number provided by the customer does not match our official order numbers, which all begin with KThe customer’s order number is not valid in our systemsThe customer’s email address does not match any order made in our systemsThe customer has not contacted our customer service department with the email address provided [email protected] do not process orders anywhere other than our official websiteWe also do not authorize the resale of our official products anywhere, and all products are sold exclusively on our website www.kyliecosmetics.com.Please note fraudulent websites may use our information to appear legitimate, however they are not authentic

Complaint: I am rejecting this response because:If I sent the wrong color initially, and their response was "that is the correct color", then I'm not going to waste my time once again and send another photo so that they can do nothing about it again because I'm confident nothing will be done about my issue after their first ridiculous response Regards, S [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11687326, and find that this resolution is satisfactory to me I also believe the business could benefit from revising how they respond to support inquiriesSupport should first be taken in order (oldest to newest) and then thread based Regards, [redacted]

When customers experience a delay in their order, we ask that customers wait for up to business weeks for the order to be deliveredPer our FAQ, the shipping time frame for international orders will be 10-business daysWe have provided the statement below for review; this statement is made available on our FAQ for all customers review prior to purchasing."All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" As the customer reported that they did not receive their package by the 15th business day of the ship date and tracking did not indicate a moving package, it was therefore marked as lost in transit and we issued a one-time courtesy replacement for the order in questionProcessing for replacement packages will take 7-business daysOnce the replacement package ships, the customer will receive an email with tracking informationIf the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local post office or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance within the policies that we currently abide by

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11862347, and find that this resolution is satisfactory to me Regards, C [redacted] ***

When customers experience issues with orders placed with Kylie Cosmetics, we encourage the customer to reach out to our Customer Service Team and our representatives offer assistance with the issues that are experienced accordinglyUnfortunately, it does not appear that the customer has contacted our customer service team for assistance with the issue they are currently experiencingWe have provided a screenshot of a search of our customer service inbox for the email address used to file the complaint in question.If the customer is continuing to experience an issue with the order in question, we inform them to please contact our Customer Service Team at [email protected] of our representatives will be able to offer further assistance with the issue that they are currently experiencing within the policies that we currently abide by

Hello, Today 11/today via email the customer was advised the below:"We are so sorry for this issueWe'll have a one time courtesy replacement package of Dead of Knight sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Complaint: I am rejecting this response because : it is not acceptable before I receive my packet Regards, M [redacted] ***

Their order has shipped.Tracking: [redacted] 93399493180Please allow 24-hours for your tracking to updateWe also recommend that the customer please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

On 12/the customer was advise we are issuing a replacement package of their order KProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Once the customer's' order ships they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Hello, Our email response time is 24-hours, in reviewing the customers' email chain we have responded within our promised response time, see our policy attachedIn addition, today 8/via email the customer was advised that we are issuing her a replacement package of her missing makeup bag to her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11554370, and find that this resolution is satisfactory to me Regards, [redacted] ***