Anix, LLC

Hello, On 5/2 the customer was advised they we are issuing them a replacement package of their entire order K512971, and processing time is 3-5 business days, and  once the replacement package goes out they will receive an email with tracking. Customer was advised today that...

their replacement order had been requested on 5/2 and is currently processing.

Hello, Via email on 8/8 the customer was advised that we are sending a replacement package, see exact email verbiage below: "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 3-5 business days, once your replacement...

package goes out you'll receive an email with tracking."

Complaint: 11952801
I am rejecting this response because: Yes you don't accept returns or exchanges and that was my mistake when ordering for your site, the palette is useless to me, I let it air as you said and it still has that smell, not only the packaging but also the shadows do too. I do not accept your response, you claim the palette to be safe, but you should disclaim the scent on your website at the time of purchase. As review I will not be purchasing for kylie Cosmetics and feel the company deserves a 3 stars from my opinion. Thank you to the Revdex.com because without them I know I will not had gotten a response for Kylie Cosmetics. 
Regards,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11872187, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11890457, and find that this resolution is satisfactory to me.
I do want to make note I reached out to customer service on my own at least 7 times with no assistance. So as I reach out and in the future please acknowledge the information that I am submitting .
Regards,
Al[redacted]

Hello, It appears that your package has returned to Kylie Cosmetics HQ, our policy requires that all returned packages are cancelled and refunded.  We are currently processing returned packages; this process can take 3-5 business days.  Once your package is processed we will...

issue a refund, and send you a notification via email.

Hello, On 8/16 via email the customer was advised we are sending a replacement package of their order K2167735, exact email verbiage, “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.” Unfortunately, we cannot modify the shipping process. We sincerely apologize for the inconvenience!

Complaint: 11550596
I am...

rejecting this response because:
Regards,
M[redacted]
I am rejecting the answer because they don't said to me when it will be shipped ; just sent me a mail asking one alternative address(plus what will send the replacement like one-time courtesy..but I paid that!!!) I want be totally sure what my order k1322368 of one metal matte REIGN will be shipped ASAP.thank you so much for the help, Revdex.com. Without you I couldn't solve this problem!

Complaint: 11415333
I am rejecting this response because: as of today I have yet to receive tracking or the package of items I ordered. 
Regards,
C[redacted]

The customer has been informed, and also viewed the email with this information on 4/3, that their order is still in transit, as packages shipping to India can take up to two month to be delivered. Please note, India Post usually does not update tracking until the package is...

delivered.  We also recommend that the customer please continue to check the tracking status periodically and contact their local postal company (India Post) for further assistance locating their package. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.  Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Our return policy with this information can be found here: http://kyliecosmetics.com/pages/refund-policy Our customers are our top priority and we offer our one-time courtesy replacements because we want all of our customers to receive their product safe and sound. Unfortunately, we are only able to replace the original order once as it is a one-time courtesy. If they believe that their package has been lost in transit or has been marked as delivered and they have not received it, please contact their local India Post so that they can investigate the whereabouts of their order further.  Please note, we can only issue a replacement once as a courtesy. If the customer does not receive their replacement, we will not be able to further assist them. We sincerely apologize for any inconvenience this may cause.

Our response time form emails is 24-48 hours. The customer continuously emailed (5/3-5/6) 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 5/6 the customer was...

advised the file a claim with USPS and provide us with the claim number. On (5/9 and 5/10 again pushing her to the front of the queue) the customer emailed back and advised us that they could not get a claim number and then advised on 5/11 we would process the replacement in 7-10 business days. Then the customer emailed continuously from 5/20-5/26 putting her again to the front of the email chain. Today 5/26 the customer was emailed, “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.”

Hello, As previously advised we are not able to locate an email from customer C[redacted], under email c[redacted]@outlook.com or order K1306974, as we are not able to authentic the customers's claim of sending an email this will remain pending until the customer sends an email or advises that a different email was used.

Hello, Per our policy attached we do not provide refunds only replacements for missing items. We can provide a replacement package as a one time courtesy we just need a photo of the product you did receive as requested in my email today 5/11.

The customer was advised on 12/13 that we are issuing a replacement package of order K3127115. Alternatively the order shipped the next day tracking 94[redacted]51. 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. Per our policy we do not issue refunds, we only issue replacements.

Hello,I have sent the customer the below email today 5/12: I do apologize for the delay in your replacement orders we do try to get them out as quickly as possible. I have manually entered in your order today, and it should ship out in the next few days. Please not that per our policy we do not...

issue refunds (see policy attached) we only issue replacement packages.

In order to get the freebies for free, they needed to add them in the “my cart” section of our site. We informed the customer that we are unable to partially refund their order. We can either cancel the order completely, or add freebie items for each lip kit in the order. As...

requested by the customer, their order has been cancelled ad refunded. We are unable to honor orders placed outside of the Cinco de Mayo promotion time frame with the offered promotional product.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886499, and find that this resolution is satisfactory to me I guess. I am not happy with their customer service but now that I have a refund and product ordered I am fine closing this complaint. 
Regards,
K[redacted]

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 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. It appears the customers package got lost with USPS.  Today via email the customer was advised, "Hi Tusta 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? We strongly recommend the customer respond once to our email so that we can ensure a timely response.

Hello, We have emailed the customer today requesting additional photos and a photo of their packing slip, once we receive the photos requested we can then issue a replacement package of the missing Candy K lip kit. Please see below for exact email verbiage customer was...

advised.  "Hi Sarah,We are so sorry to hear that you did not receive the correct product, do you mind sending a clear picture of the products that  you did receive in your order?  Please send a picture of your packing slip so the stamped initial is visible. We'll get back to you. Thank you,"

Hello, The customer was advised to return their Kymajesty to us,  once we receive the product back, we will issue a new replacement package to you.