Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11674068, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello  Today 6/2 customer was adivsed: I made a one time customer service courtesy to bypass our processing time and I am having your replacement So Cute brush ship out in the next 2 business days. Once your order ships you will receive an email with tracking.

The Customer’s order was placed 12/13/17 and shipped 12/18/17. Tracking indicates that the customer’s package was received by their destination country December 29th. We have received no correspondence from the customer via the email address on file, or from the email address used in this...

complaint. We received correspondence 2/7/18 from a customer via a different email address inquiring regarding order K7186007. Unfortunately the customer is not verified and has been unable to provide information for us to verify them as the customer. For privacy reasons and customer protection we are unable to assist with order queries if a customer cannot be verified. The customer was informed we require this information to be verified.

Hello, Per the customers' photos she received Exposed instead of Candy. I advised the customer we will be sending her a Candy in the mail tomorrow.

As we had initially mentioned it was an oversight on our part, but as our system is not able to recharge the customer for the order the only option is for them to reorder. On 12/22 we did acknowledge those concerns the customer had as we stated, "Your issue has been escalated. We are so sorry this occurred, and we do understand this was a Christmas gift. I know that if I got the wrong item I would have wanted it shipped overnight also. We are unable to meet your request to ship your product and have you receive it by Christmas. As a one time customer service courtesy we can provide a free return label for you to return the incorrect order and upon receipt we can issue a full refund. Again we are so sorry for any inconvenience this may have caused." Therefore the customer was already advised and aware we were not able to get the order shipped overnight.

Per our policy listed on our website we do not accept returns or exchanges, see link https://www.kyliecosmetics.com/pages/shipping-policy. The ingredients for our products are listed on the outside of the lipstick package.

Complaint: 11565747
I am rejecting this response because that may be the case but I still very much convinced my jar was not completely full I had a cousin that order the metals as well and when her's arrived it was nothing like mine you could tell the jars were filled it had a bit of weight to it even when you moved the brush around the jar you couldn't really see straight through to the glass so how come mine was like that i have used other metallic product from other make-up brands so I know the consistency of the product I am aware that every brand has it  own formula but that particular product was not filled it was just made to look like its wasits just strange that my cousin would order the same product as me but her's is full and mine turns out half full.I only took my complain to the Revdex.com because I had emailed the company and received no responses after 24-48 hours  and I had been told by other customers that the company tends to not respond back i am aware they must have a lot of emails on a daily basis but I needed a quick response and resolutionl have no issue with the other products they were fine but after comparing  my Heir metallic products with other customers there is a significant differences. 
Regards,
A[redacted]

Hello,The customer was advised we cannot issue replacements or refunds due to our policy, and the exact email the customer was sent on 7/6 see below:We cannot issue refunds/replacements for missing/lost international orders. This information is available on our Shipping page:"We are not...

responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

I am rejecting this response because:Complaint: 11397288 I reject this proposal as the boxing of each lipkit is part of the amount I paid. Does the company ever sell them without boxes NO!, because the customers are not just paying for the lip kits inside but for the box itself. So I reject to provide anymore pictures until the seller stops delaying things to keep asking for pictures. As the damage I have shown is enough. As even royal mail knew so as they said it themselves.  I can provide more pictures that I initially sent Kylie Cosmetics yet they rejected it entirely
Regards,
A[redacted]

On 1/16 and 1/18 the customer was advised, " Hi Ruslan 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?" The customer has yet to respond to this email...

query, as soon as the customer responds we can then issue the replacement package. I have included an attachment of this conversation showing the customer has not responded. Once the customer responds we can then issue the replacement package.

Hello, On 7/15 the customer was advised, "No worries! Our replacements are processed separately from our other orders. Please note processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." The package was shipped on 7/19 reference tracking 94[redacted], we shipped the customers order within 2 business dayswhich is well within the time frame promised.

Hello, Based on the information in the customers email I am not able to locate an email. I emailed the customer today 7/6 and advised, "Could you send us a quick pic of what you are speaking of with your liners  so we can take a look? Please provide your order number."

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. As the customer has provided the requested photos, we will issue the missing lip kit, Posie K.  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. Once the customer's' order ships they will receive an email with tracking. 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: 11969721
I am rejecting this response because:Regardless of your "testing", if a product's odor can affect someone's health or allergies, it is not healthy to use. After leaving the palette open for a week it STILL smells and makes me physically ill. And your policy is ridiculous. Refunds should be given for products that are unsatisfactory, as in this case. The fact that you have such a policy is shady, I have never encountered another company with such a policy. I have NEVER had this experience with another company! There is no reason for a makeup product to smell like that, I don't care if it's "just" the adhesive. You should be refunding or giving a store credit to those of us who have had this issue with the palette. I know I am not the only one, there are tons of people complaining of the same issue, and you don't seem to care about your customers' well-being/satisfaction, which will be the downfall of your business.
Regards,
S[redacted]

Their order has shipped.Tracking: 94[redacted]93399493180Please allow 24-48 hours for your 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.

Complaint: 12745080
I am rejecting this response because:
Regards,
V[redacted]

Hello,Based on your contact information we are are not able to locate an email from you, please provide us with the email address you used. Once we have that email address we can best assist you with this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11622561, and find that this resolution is satisfactory to me.
my complaint on kylie cosmetics has now been resolved. thank you!
Regards,
F[redacted]

Today 9/27 via email the customer was emailed there tracking number, see email below. In addition, our shipping system sends an email with tracking once an order ships, since this order has shipped an email was sent to [redacted]@yahoo.com. "Hi O[redacted]Your order has shipped! Tracking: 94[redacted]1Please allow 24-48 hours for your tracking to update. Thank you!"

Complaint: 11546393
I am rejecting this response because: am I going to receive a refund aswell out of COURTESY? t's the absolute least your company could do. my shipping address is as follows 6 wyre close, Whitefield, Manchester, M45 8LX
Regards,
B[redacted]