Anix, LLC

T[redacted] 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, our order numbers start with a K and are followed by seven numbers. The provided order...

numbers per T[redacted]’s complaint are order numbers #2929 and #3922, which do not follow our order number protocol. In addition, we have attached a file to this response, showing that we have not received any emails from [email protected], the email address associated with this account. As this is the case, we recommend that T[redacted] contact the company that she has made her orders with as they will be able to best assist you.

It appears that the customer emailed in 5 times in a row from the same email chain. As we answer the oldest emails first her email was pushed the the front of the queue with the new emails. That is whey her email was not responded to. We recommend that customers only email us once, and wait for our...

response. As our policy advises, we aim to respond to emails with in 48 hours, but during the holidays and launches this can be extended, see attached. In addition, our policy states that we do not issue refunds, see policy attached. Therefore, we followed our policy and issue a replacement package to the customer of her missing products.

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.

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]

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.

Our Merry Lip Kit promo stated that in order to receive a free lip kit you must purchase an item, in order to get the Merry Lip Kit for free. Order K4570785 and  K4570918 only contained the Merry Lip Kit for free, and they were only charged for shipping. As this was the case with...

their order, it was placed with only the free item. We had been seeing customers knowingly do this, even though our promo stated free with the purchase of anitem. As this customer did not purchase any items, and their cart only contained a free item and they were charged for shipping their orders werecanceled.

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.

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.

When customers experience an issue regarding the formula and it's wear, we offer assistance to the customer on how the lipstick should be used and how to prevent and streaking, flaking, etc. to ensure that the product is being used and applied correctly for maximum efficiency. We issued the...

following tips below to the customer to use the product to the best of its abilities. "1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Refrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desired.3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing."As we do formulate our products in small batches, the formula for each lipstick may vary. However, each lipstick is quality assured to fit the standard and quality we hope to provide to all of our customers. Each product is also quality checked before being shipped to ensure that the product being shipped does not ship out with any defects. Unfortunately, we do not currently issue refunds, as we have a no refund policy per our refund policy which is made available on our website using the link that is provided below. Refund Policy:http://kyliecosmetics.com/pages/refund-policyTo ensure that future customers do not experience issues with their lipsticks, we take comments such as the ones provided to our customer service team from this customer and forward them to our product development team, where we continually work to develop our formula to ensure customer satisfaction with all products received.

I personally think that the way the business...

conducted themselves throughout this whole process was unacceptable. There is no reason for any customer to wait a month for them to receive a product they bought. I understand delays happen, however it was not my fault that the products you are selling came damaged. I should not have to wait almost 3 weeks to get a replacement. not mention the communication was absolutely terrible and all you could offer me in each response was 'sorry.' Sorry just doesn't cut it when your buying from such an infamous and expensive brand such as Kylie Cosmetics. I hope that you guys take this critique and improve on your level of product and customer service. I know I am not the first to complain nor will I be the last. This company has received terrible reviews from customers due to your lack of customer service and product quality. I expect better from Kylie Cosmetics. Even the Revdex.com gave you an 'F' score originally, not sure what changed their mind because Kylie Cosmetics deserves the 'F' grade due to the unsatisfaction and stress I had to go through with this company. 
Complaint: 11819642
I am rejecting this response because:
Regards,
[redacted]

Hello, We do not offer store credit or any type of compensation for damaged packaging.

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?"

Complaint: 11624440
I am rejecting this response because:That doesn't matter when I had already asked for a refund because my bestfriendhday had already passed. I bought her some limp gloss from MAC. Do I told you I didn't want another one I wasted my refund. If you don't want to give me a refund them I want a red lip gloss one I would wear. I won't wear brown. 
Regards,
Kim Smith

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.”

Hello,Customer was advised of the below information via email 6/10: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

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]

Hello, The customer was advised via email today 6/1: "Sorry for the inconvenience! We'll have a replacement package of orders K703924, k752453 and k703581 sent out to you ASAP!We are so sorry for the delay! Your product will ship in the next 2 business days, once your order ships you will receive an email with tracking."

Complaint: 11606859
I am rejecting this response because: my complaint is that the color I purchased is a different color in the picture on their site than the product that I recieved. If you look at Candy K lipkit on their website, it's a lighter color in the photo than the photo that I submitted in my complaint which is the product I have in my possession. In the picture I submitted with my initial complaint, you can clearly see as well that the tube of lipstick is darker than the shade on the packaging. The shade on the packaging is the same color as the picture on their website advertising what Candy K is SUPPOSED to look like. Please compare the pictures I attached of the advertisement on their site and the product I received. Thank you for your time.
Regards,
C[redacted]

Our customer service team has not received any emails from [email protected]. We would be more than happy to help once we receive an email from the customer. Thank you

Complaint: 11434916
I am rejecting this response because: I had candy k by kylie cosmetics. then months later I purchased it again. the formula is completely different. and the color isn't even the same. they never once said they changed the formula. I don't really care anymore I just don't understand how you are not understanding. whatever. 
Regards,
J[redacted]