Anix, LLC

Hello, The customer advised us that only the packaging was damaged, not the product itself. We only send replacements for damaged product. Since the products were not damaged we will not be issuing any replacements. In addition, per our policy we only issue replacement product we do not issue refunds, see policy attached. In addition, if the product is damaged please send us a photo of the damaged product for us to review.

Complaint: 12266225
I am rejecting this response because: the package was marked undeliverable because your company input my incorrect address on the package itself. My correct address is  entered on the confirmation order. Your company input a different address onto the package itself, therefore making it undeliverable by USPS because you entered an address that does not exist. I did check the tracking number, and was diligent in the process which was how I realized there had been an error. I was diligent and spent an hour at the post office sorting through YOUR mistake. However, because you entered an address on the package itself that does not exist not my actual address as I had provided, the post office returned the package to you. You are blaming the consumer for your error, and are refusing to correct a wrong that you created. 
Regards,
G[redacted]

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]

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 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

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.

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,  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.

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

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, 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.”

Complaint: 11549584
I am rejecting this response because: 
Regards,
A[redacted]
There was more than "one" bristle that was splayed, as the picture shows it was a group of bristles. I was advised I could PAY to return the degective lroduct which was not acceptable. I will not pay anything for a defective product. In fact as the consumer, I should be getting a refund.

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.

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.

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."

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.

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.

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, 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.