Anix, LLC

Per our policy we need a photo to authenticate the claim that the product was leaking. We don't show an email from this customer with this information. The customer was emailed this request today 2/13, and once we receive this information we can provide a solution that aligns within our...

policy.

Hello, Regardless of whether we are issuing a replacement package order sending a new package customers and duties fees may be charged. Note that these fees are not issued by Kylie Cosmetics they are issued and regulated by your country.When shipping internationally we are required to list a...

value on the package. Note the value listed must be for the price of the goods being shipped. Any of the fees that you incur when picking up your package are solely regulated by your country, and unrelated to Kylie Cosmetics. This information listed on Kylies shipping page (see attached) that we are not responsible for any and all fees for international customers.

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 K6980363, was placed on Nov 23. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. Per the customer's request, as the order had not shipped yet, we had proceeded to cancel the customer's order. We have issued the following response below to the customer on 12/11.  "Your order has been canceled & refunded! Please note that it takes 7-12 full business days to show up in your account!"If the customer experiences any issues regarding the refund in question, we recommend that they contact the bank they use with the payment method used to place the order, to ensure the refund is applied to the correct account.

Complaint: 11956889 
I am rejecting this response because: I have been waiting for way too long for my package. You should upgrade your tracking and it's not like this is the first time I'm ordering something from out of my country. Other sites show proper tracking and I have waited the time period of the package to arrive
Regards,
T[redacted]

This is not our contact information, [email protected], our contact information is [email protected] would recommend for the customer to make a claim through Revdex.com with the company they placed the order through.

As previously advised, we reserve the right to deny a customer of service at any time, for any reason and reserve the right to not disclose further information.In addition, this policy can be found in our Terms Of Use, which can be found on our website. It is made public for our customers before placing any orders.This information can be found using the link provided below.https://www.kyliecosmetics.com/pages/terms-of-use"SECTION 2 – GENERAL CONDITIONSTo the fullest extent permitted by law, we reserve the right to refuse service to anyone for any reason at any time."As a result, we have exercised our right to use this policy and will be standing by it.

Hello, Our response time form emails is 24-48 hours, see policy attached. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. The customer’s initial email was on 7/21 and she continuously emailed on the same...

chain until today. We do recommend sending one email for your issues, and we will respond in our 24-48 hour time frame. In reviewing the tracking number 94[redacted]28, USPS marked the package delivered on 7/20, sometimes USPS information can be correct and the package can be delivered up to 5 business days after the marked delivery date.

Complaint: 12638312
I am rejecting this response because:
Regards,
K[redacted]

Complaint: 11484982
I am rejecting this response because:
Due to the fact of my awareness of Kylie cosmetics shipping policy, however as they are the senders it is their job to contact the mailing services (USPS) on my behalf to find out the whereabouts of my package and if its not traceable, to get a claim going from there end with USPS (because I can't do it as I am not the sender) to at least get my money back through a claim. Also they managed to replace this ladies lip kit that also lived in the UK, so I don't understand why they can't replace mine.http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html
Regards,
T[redacted]

Complaint: 11460986
I am rejecting this response because: the company changed the product completely from its original product that it became famous for and did not properly inform its customers. I attached a picture of the product description and no where does it say this product has been reformulated and changed. I ordered it and figured it out then it was all over the news. You cannot sell cheddar cheese and then one day decided to sell velveeta cheese and keep it in the same package and not expect your customers to be angry. This product is completely different from its original product and no where in the description does it say it. Then the news that they are using a sister companies cheap five dollar formula was a cherry on top of feeling suckered. It's all over the news. I want my money back as this company has not been honest. You cannot completely change something and sell it in the same package and not tell your customers. 
Regards,
S[redacted]

Hello, We responded to the customer on 8/15, and stated, “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.” On 8/16 the customer responded with the correct photos. Today via email we responded with, “We are so sorry for this issue. We'll have a one time courtesy replacement package of a Dolce K lip kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”

Milly did not place an order through our site kyliecosmetics.com. We know this is not an order placed through our site, because all of our orders start with a K and are followed by seven numbers. The order number that Milly has provided is order number 2389, which does not follow our order...

number guidelines. In addition, the screenshots that we have received from Milly further indicate that the order was not placed with us, as her screenshots reflect being in contact with the website url kyliecosmetics.org, which we are not affiliated with. As this is the case, we advise Wendy to contact the site she did place this order with.

Complaint: 11572200
I am kindly rejecting this response, please kindly fine here below a copy of my correspondence to Kylie Cosmetics:status of order K 1597865/ Mary Jo K?? I was notified after 3 weeks that their was an error, that was fixed on July 14th. But that was a week ago and still no tracking/shipment confirmation to USPS, which means that the packages has not even been sent to USPS. This is taking very long.Regarding Order K 1700409 (Kourt K & King K) packages from Amsterdam/Netherlands (Europe) do not take 2 weeks to arrive in Curacao/ Netherlands Antilles. Maybe 3 days or a week tops, but not two weeks.I am not really satisfied with the way you guys are handling this. I should either receive a total refund for the total amount of USD 105.90 or reimbursed with new packages ( Mary Jo & Kourt K & Metal King K) send to an US Address if necessary, with a courtesy /free product as I already paid for Int'l shipping which is $ 12 more than for US Local shipping.Please inform me regarding a solution that is satisfactory because I have been waiting since 24th of June and these products were supposed to be here by now and all I receive from KC is status updates which are not correct and promises that are not kept or I will have to contact Revdex.com for further assistance.Regards,
[redacted]r

The order 19114 that Allison is referring to was not placed on our site, kyliecosmetics.com. We can tell this order was not placed on our site, because our order numbers start with a K and are followed by 7 numbers, and the order number provided is 19114. In addition,...

our only customer service email address is [email protected], and Allison has not emailed into us from her email [email protected].  Based on the evidence provided, Allison did not place an order with Kyliecosmetics.com.

As previously advised the order was shipped within the time frame promised, and as stated on our order confirmations and our email responses that processing is 3-5 business days and as soon as the order ships an email with tracking will be sent to you. It is not necessary to send multiple emails. As the order had not shipped that is why the customer was advised their order was still processing, there was not further information to provide than to advise the order was still processing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547490, and find that this resolution is satisfactory to me. I would, however, like for the complaint to still be open until the package has been send from Kylie Cosmetics if possible. Kylie Cosmetics contacted me via email and for the record here is my response to them:"Hi,That would be great.I do not think my address in Denmark has anything to do with the package going missing in California, so I would like for the replacement to be shipped to the same address, please. Will I recieve a shipping confirmation email with the new tracking number?I would like to be able to follow the package.  Best regardsM[redacted]
Regards,
M[redacted]

This is a duplicate, their previous complaint was under complaint ID 11878170, and we advised "This customer manipulated information to try to show that they made an order through Kylie Cosmetics, see attached. We reviewed are system and there is no such order K2564883, see attached. In...

addition, on 11/2 the customer was advised, "Your issue has been escalated to me, as you were advised below this is not a valid order number. We do not show that you placed an order at all. Based on the fact that there is not order you will have to reorder." As this is the case the customer is not due a refund, as they did not place an order with Kyliecosmetics.com."

Hello,On 7/1 via email the customer was advised, "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 7-12 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." To which also on 7/1 the customer responded "Thank you!"

Hello,Per my research there has not been any email correspondence from this customer to Kylie Cosmetics customer service. In my research the order in question was made on 4/11/16 order K584094 for 3 lip glosses. Unfortunately this is outside our replacement time frame stating, “Per our...

policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. “ For documentation purposes I have also sent this customer an email through kylie cosmetics with this information. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Complaint: 11600269
I am rejecting this response because: Their response is untrue, I have responded almost immediately. With in the email I provided all order numbers proving proof of purchase. Which are K1488300, K1305766, K1293350. I also attached the same photo of the products, both metallics came in half empty upon arrival. The lip liner inside products, comes completely out of the bottle. 
Regards,
J[redacted]