Anix, LLC

On 5/5 the customer was emailed the below:We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders.  "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." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

Hello, Unfortunately per our policy we do not accept returns or provide exchanges, and as you can see from our website there are no stipulations to this policy.

The customers order K5039912 took 6 business days to process before it shipped. Per our policy during holidays or limited edition launches, processing times can take longer than 3-5 business days. As this was the case with this customers order. Per tracking 94[redacted]via...

usps.com, "Your item was delivered in or at the mailbox at 3:45 pm on February 13, 2017 in MINNEAPOLIS, MN 55434." As the customers order has been delivered the issue is resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11558269, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11868232, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Hello, The customer emailed continuously from the same email chain from 6/29-7/6.Our response time form emails is 24-48 hours. 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. The customer was advised via email today 7/16, "No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

The customer is stating an issue with our customer service not responding to her issues. Our records indicate that the customer emailed in on 8/25, and we responded on 8/28 offering assistance. The customers issue was completely resolved via email on 9/2 when the customer was advised that we were...

sending out a replacement package, and processing time is 7-10 business days.  The replacement package was shipped on 9/7, tracking for the replacement package 94[redacted]36. I have attached the email correspondence for this issue.

Per our policy if an international customers' order is lost in transit we do not issue a replacement package per our policy. This customers' package was lost in transit that is why no replacement package was issued, and on 5/7 the customer was advised via email that we are not issuing a replacement...

see email below:We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:"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."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

Per the USPS label attached the package was delivered to the customers address, so the customer did physically receive it. The label on the outside of the box showed delivered opened to the customer, see photo attached.  As the customer returned the package without the product she ordered (and...

this was confirmed with both of our shipping leads), but instead placed in the box a product that we do not make and is actually made by a separate company in a separate facility. Based on the concrete evidence we can authenticate the customer is not providing accurate information, as this is the case we will not be sending any replacements.

Hello, On 4/27 the customer was advised that we would send a one time courtesy replacement of her entire order, and asked if she would prefer if the package be sent to an alternative address so this did not occur again. On 4/27 the customer responded, "no I only have one address." On 4/27 we...

advised the customer that we will send them a replacement package, and it will ship out in 3-5 business days. Once the replacement package is shipped they will receive an email with the tracking information.

Our response time for emails is  within 48 hours, and can be extended during and after launches.  The customer 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. On 12/17 we advised the customer to file a claim, and they responded "The shipper which is you needs to file the claim." Today we advised the customer we will issue a replacement package of order K4123045. The exact email verbiage the customer was advised, "Hello Monae We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you. Processing is 7-10 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 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: 11485249
I am rejecting this response because:I would be completely satisfied with the company if they send me replacements. The products are way too expensive to just chalk it up as a loss. My reason for rejection is that I have emailed them asking for some type of proof that my replacement package was mailed, for example a tracking number. They ignore me every time. Using the Revdex.com is the only way they respond to me. So hopefully with this, they will provide me with tracking info on my new package.
Regards,
C[redacted]

Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we answer the oldest emails first that is why their emails were not answered.  On 9/2, the customer was...

emailed and advised of the below: I apologize for the issue. Our system was unable to process payment for your order, which resulted in the order being canceled and voided. Any pending charges associated with the order will drop from your account in 4-7 business days. Please note, sending multiple emails regarding the same inquiry can delay our response time as our system will mark your emails as spam. Each email is important and we try our best to get to each one as efficiently as possible.

Hello,On 4/14 the customer provided the claim number that we requested, claim numbers are provided when a package is lost in transit or a customer never receives the package. Then on 4/15 we advised the customer that as a courtesy we can send a one time replacement package for the order that she...

never received, and was provided the option to give an alternative address. The alternative address was given, and used in the replacement order, see attachment of replacement order. On 4/17 the customer was advised the replacement order was requested and to allow 3-5 business days for processing, and once shipped she will receive an email with the tracking number. Per the tracking number the package was delivered 4/25. There have not been any further emails received from this customer. Tracking # 94[redacted]2

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "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. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K7017406, was placed on Nov 24. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. The order in question has shipped as of 12/12. The tracking link for the customer’s order is provided below.Order K7017406 Tracking: 94[redacted] As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 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 USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11880147, and find that this resolution is satisfactory to me. As long as the package arrives...

with no problems again, thank you.
Regards,
M[redacted]

Hello, 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.” The customer even advised his wife did not have any issues using the products, see attached. As there is no damage or defects to the product there will be no replacement product issued.

Our response time for emails is 24-48 hours, see policy attached. 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 was not answered. At...

the time of our email response the order K3677738 had already shipped and  therefore unable to be canceled. We are only able to cancel an order if it has not shipped.  Per our policy, see attached we do not accept returns or provide refunds.

Our response time form emails is 24-48 hours. 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. On 7/15 the customer was advise via...

email that we can take care of her request “No worries! We are so sorry for this issue. We'll have a replacement package of Posie K sent out to you. Processing is around three business days as we have manually inputted your order, once your replacement package goes out you'll receive an email with tracking.”

We have customer service available via email, and this contact information is stated on our FAQ. We are available to answer any customer service question you may have. We will be upholding our policy advising that we do not accept returns or issue refunds.