Anix, LLC

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,I am waiting for confirmation from the customer that they received the incorrect order, we need the order number and customers' name. Once I receive confirmation then weare able to issue a replacement package as a one time courtesy for the 25 piece order that the customer did not...

receive.

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.

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!

Hello,We are so sorry that the customer received the wrong order. We are able to offer a replacement package of their order K1568205, and we can get it shipped out soon for the customer. Unfortunately per our policy, see attached, we do not offer refunds.

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.

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]

In order to best assist the customer, and provide them with the best resolution we are requesting a photo of what they are speaking about.  Today via email we advised the customer of the below: "Hello A[redacted],Thanks for reaching out! Could you send us a quick pic of what you are...

speaking of so we can take a look?"

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]

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, The customer emailed today 5/11 and responded via email today and advised the package is being returned back to Kylie Cosmetics, and I responded our policy requires that all returned packages are cancelled and refunded. You can use your tracking number to estimate when your package...

will return to us. Once we receive your order back at our HQ, we will issue a refund. You should see funds return to your account within 7-12 business days.

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."

I do want to let you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system canceled the order, and we are unable to accept/fulfill your order.  As our system was unable to process the payment we...

cannot then send you the product in that order.

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.

Complaint: 11838244
I am rejecting this response because:
Not only I requested to cancel in a timely manner now my package when I picked it up only shows one in the box there is one item in the box one box and the system charged me and shows it shipped two but got one box and one of there kit! 
Regards,
M[redacted]

The customer’s order has shipped and they been provided a tracking link, tracking 94[redacted]93460483577, so they can follow the transit of their order K6350266. We have fulfilled our required actions on our behalf in providing the customer's requirements. We have also responded with the...

24-48 business hours time frame within the email thread where the conversation has taken place. We have provided a screenshot attached to this complaint that reflects that we have responded within our offered response time. We also make public on our website that processing times may vary when an order is placed during the holidays or limited edition launches. This information is reflected in our FAQ and states the following, "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 recommend the customer to continue to monitor tracking via usps.com, and If they have any questions about the transit of their package to email customer service.

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, In this case if the customer is still having difficulty after we provide tip and tricks, we would issue a replacement package. Unfortunately the customer has issued a charge back and we cannot issue a replacement, see attached, if the customer drops the charge back we can issue replacement of Posie K lipstick to her.

Complaint: 11606859
I am rejecting this response because: The product advertised is not true to form. The lipkit on display on the Kylie Cosmetics site is not the color that I recieved. I have attached photos of the lipkit with a white background as well as the picture from the Kylie Cosmetics site. As you can see, the product in the picture on the site has more of an orange/clay hue than the rosey color that I recieved. My issue remains that the colors do not match and I was sold a product with a false representation.
Regards,
C[redacted]

Hello, As advised product is not missing fro the bottle, the thicker formula moving around the vial can make it appear as if this is the case. Reconfirming that we do not provide exchanges or returns and we are upholding our policy.