Anix, LLC

To ensure the customer knows they have an order with Kylie Cosmetics; immediately after placing an order the customer is shown a screen with their order number, ship to/bill to address, and items ordered. Our response time is 24-48 hours, the customer emailed twice (3/28 and 4/1) in a row to Kylie...

Cosmetics from the same email chain bringing her to the front of the queue. We do answer the oldest emails first so unfortunately the customers email got pushed to the front of the queue with all the new emails. We do try out best to respond within this time frame, we were able to get to the customers’ email on 4/5 to update her email address.Kylie Cosmetics

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11473634, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

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 12778807, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Sorry for the confusion. When charges are failed/declined, they will be removed from their account within 7-12 business days depending on their bank (business days do NOT include weekends and holidays). It appears that their attempt to purchase was unsuccessful, any charges that they currently see...

have failed and will be removed from their account. Once their bank has verified the charges have failed, they will remove the charge from their account entirely and the funds will go back into their account, a refund will not be seen.  We recommend the customer please contact their bank for further questions and allow 7-12 business days for their charge to be removed.

Hello, In reviewing the email trail we have responded to the customer within our promised response time of 24-48 hours, and this is listed on our site see attached. The customer was emailed today and advised, "So sorry you did not receive your items. 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 advised they don't have an alternative address. We responded and asked for them to confirm their ship to address to be sure it is correct when we send our your replacement package.

Today 9/26 via email the customer was advised: "Hello A[redacted]Thank you for reaching out to us about this inquiry. All final totals are in USD, when the bank puts the funds in your account they account for the exchange rate on the day the refund is processed in your account. Sorry for the...

confusion. We hope this answers your question."

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]

Hello, Please note that our email response time is 24-48 hours and this is listed on our website, see attached. The customer was advised that she can return Koko also and we will issue a replacement. Also the customer was advised that since orders cannot be modified and we don't accept returns we are not able refund or exchange reign, see policy attached.

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: 11846517
I am rejecting this response because:The complaint should not have been closed, because the issue is still ongoing. I placed an order with Kylie Cosmetics on November 21, 2016. It is now December 5th, and I still have not received my order. Initially, the business got back to me saying that the processing times (especially around the holiday aka Thanksgiving) would be more delayed than usual. There website states 3 - 5 business days for orders to process, they finally "shipped" my order on the 6th business day, after they emailed me stating that my order had to manually be re-entered. This would be resolved, if my order actually ever came. My order was shipped on November 30th, but today on December 5th, it shows that it has not even left their warehouse. Only a shipping label has been created, but the package itself has not even been picked up by USPS. I have contacted USPS and they have confirmed that they do not have the package - so this is now a Kylie Cosmetics problem. They need to resend my order, because it has now been 14 days since my initial purchase and I still have no received the products that I paid for. Order number: K3838487 Replacement order number: RK3838487 Either my current package needs to be re-located and shipped, or they need to send me a new package with a new shipping number; something is clearly wrong with the first one.
Regards,
M[redacted]

Our free matching gloss with the purchase of Candy K, Koko K, Exposed or Posie K lip kits promotion begins on 11/25 at 9:00am pst and sold out extremely quickly. As this was the case that is why a free gloss was not added to the customers' order.

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

Hello, Today 7/13 via email the customer was provided with their tracking number. The exact email the customer was sent was "Hi Anthony Your order K1718926 has shipped! Tracking: LZ8[redacted]85US Please allow 24-48 hours for your tracking to update."

The customer sent in multiple email threads to our customer service team relating to the same issue. The customer’s emails were responded to within our response time frame, however duplicate emails were only responded to in one email thread as they related to the same issue. We do recommend customers only send one email to our team relating to their issue to avoid slower response times.  Due to our return policy we cannot provide the customer with a refund for return. The customer agreed to accept these terms when placing their orders. We do not have a phone line as our customer service is entirely email based. Our customer service contact details and response time is listed on our FAQ, along with our return policy.  We consider the customer’s issue to be resolved.

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 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.

The customer has been issued a replacement package containing the same products as their original order. Processing is 7-10 business days, business days do NOT include weekends and holidays. 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 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.