Anix, LLC

The customer emailed Kylie Cosmetics from the same email chain twice in a row ( on 8/1 and 8/2)  bringing her to the front of the queue with the newestemails. We do answer the oldest emails first that is why her email was not answered. Today 8/4 we responded to the customers 8/2 email, and this response time is within 48 hours. The customer was advised today that we are issuing her Like gloss,k and processing is 7-10 business days, once the replacement package goes out you'll receive an email with tracking.

As we don't show the customer linked to this order we requested they verify the last four digits of the card used to place your order so that we are able to assist you with your request.

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking.

Complaint: 11948502
I am rejecting this response because: The business never contacted me and never offered a replacement for the lost item. Every time             I would email them I was getting an  automatic reply  that someone will get back to me within 48 hours. I have all emails saved, should there be a need I will provide all of them. Their statement is a complete lie. I am though willing to accept the resolution they offering if they are willing to sent me the items I have ordered earlier to an address below which is different from the previous address.                                                                                        Regards,
R[redacted]

The customer reported that they were missing their lip liner they had initially order for their Candy K lip liner. The customer ordered a Candy K Lip Kit, and was indicated to receive the lipstick that comes in the Candy K Lip Kit. Unfortunately, we do not currently have Candy K Lip Liners available...

for replacement. An individual lip liner is equal to the value of $14 USD. As a result of not being able to issue a replace for the single item indicated missing from the lip kit, we have issued a refund of a $14 USD value in order to compensate for the missing item in question, to ensure that the customer has received proper compensation.

Hello, 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 emailed...

today and advised that:"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."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11560570, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Complaint: 11614140
I am rejecting this response because: the items are damaged and clearly have chemicals that should not be on skin. The company is known for sending out damaged items and they have copied the same exact ingredients from another distributet who charges $6 compared to their $29. My money needs to be refunded since they sent me damaged dis functional products. 
Regards,
D[redacted]

On 12/23 the customer was advised, "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you. Processing is 3 business days, once your replacement package goes out you'll receive an email with tracking." The customer was provided...

tracking LZ[redacted]USon 12/24. According to USPS.com, "Your item departed a transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on January 4, 2017 at 12:14 am. The item is currently in transit to the destination." The package is its way to the customer. 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: 11471268
I am...

rejecting this response because:I've recently complained about my orders that I ordered last 3rd of May. I've asked for a replacement orders and the company agreed to do so for one-time courtesy. I haven't received any updates about my replacements packages/ reply email from the company ever since they asked me to verify my address! I've sent them couple of emails... But got no reply for days now! Their company policy says that we can receive an email within 48 hours of sending an email. If u won't get any updates about my products/packages within a week. I will ask for my deserving refund with or without receiving the promised replacement packages! Such a horrible service! Give me an update about my replacement packages or I'll ask for a refund in full!
Regards,
E[redacted]

We have researched this issue, and it appears the package has not left the United States. At this point in the process the package should be outside the US and very close to being delivered or should have actually already been delivered. At this point it is safe to say that the package was lost with...

USPS. In accordance with our policy when this occurs we do offer a one time courtesy replacement package. As soon as the customer emails us back to confirm the ship to address we can then issue the replacement package.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include...

weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94[redacted]8[redacted]7Please allow 24-48 hours for tracking to update. We also recommend that the customer 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 customer emailed us the following request below on December 4th.  "This is not helpful I’m requesting to CHANGE my shipping address because of your delay."As the package had yet to be shipped, we were able to update this information. To clarify the address, to ensure that the address...

is updated correctly, we have the customer fill out an address form. The customer then replied back with the following address form below on December 4th as well. "First Name - S[redacted] Last Name - G[redacted] Address Line 1 - [redacted] Tyler Court Address Line 2 - Company (optional) - City - [redacted] State/Province - TX Postal Code - 77047 Country - USA" We then proceeded to update the order with the customer provided information before the order shipped and even provided a screenshot of the information that was updated. We have included a screenshot of this exchange for review.  Unfortunately, it appears that USPS had marked the package unable to be delivered and had returned the package back to our HQ. As the package had been returned, our policy for all returned packages are to be refunded and cancelled. We had informed the customer of this on December 26th, using the response below."Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for all returned packages.You should see the refund in 4-10 business days. When placing a new order please verify that your address is entered correctly so it doesn't get sent back again. We apologize for any inconvenience this may cause."Unfortunately, once the order is cancelled and refunded, no further action can be taken with the order in question and we cannot reissue the order. The customer will need to place a new order in order to receive their products.

The customers order K5061128 was placed on 2/2, and was shipped on the 5th business day of processing on 2/9. According to tracking 94[redacted]6 via usps.com, "Your item has been delivered and is available at a PO Box at 10:40 am on February 11, 2017 in LUCERNEMINES, PA...

15754." As the customers order has been delivered the issue is resolved.

Complaint: 11709352
I am rejecting this response because: issue still has not been resolved. I emailed the company the information they asked for.
Regards,
G[redacted]

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include...

weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: LZ[redacted]USPlease allow 24-48 hours for tracking to update. We also recommend that the customer 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.

Our response time for 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. Today 12/9 the customer was advised...

that their replacement package had shipped, tracking LZ197#####7US.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11553874, and find that this resolution is satisfactory to me.
I'm disappointed they did not extend an apology for the issues. They pretty much put blame on me instead of owning up to their terrible customer service. The lack of respect for being a repeat paying customer has me hesitant to purchase product from them again... I expected more from Kylie Jenners company. It took me contacting the Revdex.com to get them to respond to me & fix their mistakes...
Regards,
Elizabeth Hess

Hello, The customer was emailed on 7/1 and advised, "Your order has shipped! (Replacement) Tracking: 94[redacted]34.Please allow 24-48 hours for your tracking to update. Thank you and we apologize for the inconvenience." Unfortunately we do not offer refunds, see attached...

policy.

Hello,  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. Today 7/19 the...

customer was advised the below:"We are so sorry to hear that you did not receive the correct product, do you mind sending a 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. " We do require photos to authenticate the customers' claim once we receive the authentic photos then we can issue the item the customer is missing.