Anix, LLC

The customer attempted to place an order via our website 02/02/2018. The customer’s order was not able to be authorized using the form of payment provided. The customer made contact with our customer service department 02/02/2018 to advise of an issue. Our customer service department...

responded 02/02/2018 confirming that the customer’s order had failed and provided possible reasons why. We also advised that any pending charges showing on their account will remove within 7-12 business days. The customer placed a successful order 02/03/2018 which is currently processing. 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. During holidays or limited edition launches, this time may vary. The first processing day for the customer’s successful order will be 02/05/2018.

Hello, The customer was emailed today and advised to  send us a swatch of what she is speaking about with the cracking, I am pending the photo before any action is take.

We reviewed the customers’ email chain and all of the correspondence from Kylie Cosmetics was within 24-48 hours, which is our policy that is listed on our website. There have not been any changes made to our formula, and if there are any product updates they are stated our Kylie Cosmetics InstaGram...

account. The responses that customer service provides are composed to answer specific customer questions. The customer was provided with the response,” 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 missingproduct. As your product is not defective, we cannot issue any replacements, we apologize for the inconvenience but your products are safe to use!”  To confirm all of our products are filled to net weight before we ship them out to customers. As the customer emailed back and felt that, was not an adequate response Vanessa O advised that we would send a replacement package out to the customer as a onetime customer service courtesy of Kymajesty.

Rula did not place an order through our site kyliecosmetics.com, as this is the case we advise Wendy to contact the site she did place this order with. We know this is not an order placed through our site, because all of our orders start with a K and are followed by seven numbers, and her...

order number is 27426.

Complaint: 11693102
I am rejecting this response because:
It's been over a month
Regards,
J[redacted]

We have attempted to locate any inquires with the customer information provided in the complaint in question and we could not locate any inquires regarding the order in question. We have provided screenshots of this information of us attempting to locate any inquiries of the customer attempting...

to contact our Customer Service regarding this issue.If a customer is experiencing any issues with the products that are received, we redirect them to contact our Customer Service Team at [email protected], and to provide photos of the products in question so we may take a look at the issue the customer experiences, so we may authenticate the issue in question and then offer further assistance based off of the examples provided. We encourage the customer to contact our Customer Service Team with further information regarding the issue experienced, and once we receive their email, we will then have one of our customer service representatives offer further assistance within our 24-48 hour response time and within the policies that we currently abide by.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11819573, and find that this resolution is satisfactory to me. May I know what is the next process to get my exhange/refund?
Regards,
F[redacted] F[redacted]

On 1/20 the customer was advised, "Hello Tiffany, We are so sorry about this issue. We understand you are missing the brush from our Peach Palette. Unfortunately, we are unable to issue any replacements; we have issued a $5 refund that will show in your account in 7-12 business days. We...

apologize for any inconvenience this may have caused."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12120793, the last four digits are 8233.. The email is g[redacted]@gmail.com.
Regards,
V[redacted] G

Complaint: 11573594
I am rejecting this response because: I already have a code with usps. And it's not even my job to do that in the first place it's yours! USPS couldn't find my package. I sent 7 emails because no one had replied to me within a week and I'm sick of this scam. I figure if I bother you you will finally send me my replacement but I guess not. Is this a joke? I'm asking for the replacement to be sent just do that and we will be done. Ok? Thanks!!
Regards,
J[redacted]

Complaint: 12155160
I am rejecting this response because: my order has not been processed or fulfilled yet. I would like to cancel my entire order. It's absolutely ridiculous to not even communicate delays. We have received no communication from this company. This is my first purchase and it has been a disaster. 
Regards,
S[redacted]

Complaint: 11605929
I am rejecting this response because: The order number provided is definitely an order number from Kylie Cosmetics I have attached my confirmation...

emails as proof of this. I have blanked out my address as I have been told not to include any personal information in any messages regarding this dispute, everything else in the email remains. I hope this can all be resolved as soon as possible.Regards,
J[redacted]

Complaint: 11883451
I am rejecting this response because:Dear Kylie cosmetics, I emailed three times. The first time on 13 December and then the second time on 14 December with the pictures. Then I thought maybe the email was not send properly because of the large files. So on 15 December I send the email with the pictures again but in a smaller file format. I am sorry if that caused any confusing. I was wondering what the weight in grams must be or what the lip kits must contain in ml. So I can check if the weight of my lip kits are correct. Because I don't think that it is normal that my Posie K lipgloss is only full for 2/5. I have weigh the lip kits and my Merry lip kit is lighter than my already used Candy K lip kit. So I don't think that this is normal.. Another point the Posie K lipgloss has much less product then my half full Merry lip kit. So they aren't filled the same way.  I hope to hear from you soon. Kind regards, [redacted] 
Regards,

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 them to the front of the queue with the newest emails. We do answer the oldest emails first, that is why...

their email had a delayed response. The customer has been provided with a return label to return the incorrect products they received back to us. We require the customer to return the incorrect product to us, as we cannot then allow the customer to keep products they did not pay for. Once we receive the product back, we will issue a one-time courtesy replacement package to them. The customer viewed the email with this information on 3/30. USPS tracking does not currently indicate the package has been returned.

Complaint: 11898907
I am rejecting this response because:This has still not been resolved.  I have contacted this business…even sent them pictures and they are not following through.  I told them they sent 2 duplicate lip colours when their was suppose to be 2 different shades and they still have not resolved. Plus they are not taking any responsibility for the damaged boxes the items were in and how it didn’t arrive till 1 week after Christmas.  There has  been NO remorse or care and will never order from them again!Regards,
J[redacted]

Hello, The customer was advised via email today: "Sorry for the inconvenience! We'll have a replacement package sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Hello, The customer was advised via email today 5/24:"Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Also the package might be at your local post office or customsoffice and we recommend giving them a call."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11439118, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Hello, The customer was advised via email today 7/6:Please return the Candy and Posie using the return label attached, and ensure to include your full name, email address, and order number.  Once we receive the product back, we will issue a new replacement package to...

you.For the 2 Reign that were in your order we are upholding our policy and we are not able to make an changes to the order. We do apologize for any inconvenience this may cause. For the items that were not filled all the way we do need photos that reflect product not being filled all the way. Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy

When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your Order. You are responsible for reviewing the latest Terms and Conditions each time you submit your Order." Our site also states, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costs. To the fullest extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result."As there is no damage to the product itself, we are unable to offer a refund or issue a replacement for this product.