Anix, LLC

Hello,We have found both orders K2410301 and K2407423 you are referring to see screen shot below. For both orders we have updated your email address to [redacted]@hotmail.com and we have resent your order confirmation, and your shipping confirmation. We cannot pinpoint the...

exact reason why duplicate orders were generated, but we can advise that the most common reason is that customers' use multiple devices to place orders at the same time. Unfortunately, both of your orders have been shipped and can no longer be cancelled.Please refuse one of the packages upon delivery. This will return the package to us, once we receive it we will issue a refund.

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 via email the customer was...

advised that we are issuing her a replacement package of the 2 creme shadows that were missing from her order.

Complaint: 11491331
I am rejecting this response because:Two products were not the only ones damaged, I had 3x heir, 3x Posie k and 3x exposed in the order. I have previously told them that I am willing to return them all and be issued a refund, since they are refusing to replace them all.
Regards,

Complaint: 11441548
I am rejecting this response because:
I am not happy! The least you could do is contact USPS for me to find out where it is and let me know what they say! I work in this industry so I know how easy it is for you to contact them regarding my order ! I am unable to contact them, the phone numbers don't work nor does the email because I am in the UK. I have no way of finding out where my parcel is and I'm not going to just let $131 go! I want either my parcel or my money!
Regards,
B[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: 94[redacted]83455183398Please 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,On 6/30 the customer was emailed and advised that we are issuing a replacement of Reign, see verbiage on email:"Sorry for the inconvenience! We'll have a replacement of Reign sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll receive an email...

with tracking."

Per our Terms of Use that can be found on our website, indicating that we reserve the right to refuse service for any reason at any time. The following information below can be located in our Section 2 - General Conditions of our Terms Of Use, which is made public before customer proceed with making...

a purchase."To the fullest extent permitted by law, we reserve the right to refuse service to anyone for any reason at any time.""You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us."As this is the case, this information is made known before placing orders and have reserved this right to not accept orders placed by the current user.

Complaint: 11980006
I am rejecting this response because: the product looks horrible as a consumer I do not like paying $64 and getting something in the mail that looks like this and for them to say that's there fill like is ridiculous I have about 10 other lip products from Kylie cosmetics and none of them look like this I also included photos for them and for them to say that's normal is odd .. the bottle is 1/3 filled I can swirl my brush around and it's get more and more see through ... at his point I'm so fed up with this company and would just like a refund customer service is no help they ignored me and offered no resolution . Please help me get a refund .
l
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11465344, and find that this resolution is satisfactory to me.
Regards,
K[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: 94[redacted]4Please 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. Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policy

Hello, The customer was emailed and advised of the below: "Hello  D[redacted],We are so sorry to hear that you have not received your refund. I am double checking with my accounting department, and as soon as they provide me with an  update I will email you. Again we do apologize...

for this issue."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11545323, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Per our FAQ page our response time is within 48 hours. We also suggest that customers only send one email. As sending multiple emails on the same email chain will push the customer to the front of the queue with the new emails, and we answer the oldest emails first. As the customers initial emails...

was on 4/5, and their issue was resolved 4/7, this was handled within our policy's response time frame. Today 4/7 the customer was advised that we will issue a replacement package for Salted Caramel. 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.

Customer reached out to our customer service team. We have responded and require more information in order to proceed with the claim. Thank you

Complaint: 12738492
I am rejecting this response because:The main problem isn't about disappointment  or dislike the product, but the problem itself is about the QUALITY of the palette which clear have issues : the lack on pigmentation that can be well displayed on the pics and an extremely oily texture what CAN'T be normal; the fact that i'm contacting now is because I though it was normal, till I see other reviews and conclude that something was wrong because it's a low quality palette that shows no pigmentation when I put on skin. I'm attaching the pics to comprovate my problem.Regards,
M[redacted]

Complaint: 11838244
I am rejecting this response because:i have responded in a timely manner it's not my fault she didn't cancel it.
Regards,
M[redacted]

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. We did send the customer an email on...

4/5 advising her that her duplicate order had shipped. The customer was advised to refuse one of the packages upon delivery, by writing "RETURN TO SENDER" on front of the unopened duplicate package.” Based on the tracking both packages were delivered to the customer, neither package was shipped back to Kylie Cosmetics. Order K363404 tracking number 94[redacted]93951865981 order K380203 tracking number 94[redacted]94Kylie Cosmetics

Unfortunately, we will be unable to honor any promotions for orders placed outside of the time frame as we aim to fair and consistent to all of our customers who participated in this promotion.  We apologize for any inconvenience and appreciate your understanding. Conditions of Promo: Free...

domestic shipping on orders over $40. Free shipping promotion will automatically be applied to eligible orders. No coupon necessary. Offer cannot be applied to existing orders or combined with other orders. Cinco De Mayo Promotion starts at 8:00am PST on May 5th. Customers can choose a free Matte Liquid Lip Kit with the purchase of any Matte Liquid Lip Kit. Offer open to all customers while supplies last. Promotion ends when product is no longer available.  Items are not automatically added to cart. Items must be added before checkout and customer can select items based on the number of Matte Liquid Lip Kits purchased. Products cannot be applied after the order has been placed. Promotion ends when product is no longer available, or at 11:59pm PST on May 5th, whichever comes first. While supplies last. For full terms & conditions. As this is the case we are under policy to state that we will not be honoring the promotion.

The customer was advised the package was possibly stuck in Santa Clarita that is why they were advised of this information.  See exact verbiage customer was advised, “It looks like your package is in limbo after departing the facility in Santa Clarita, CA. Sometimes when packages leave this...

particular facility it takes a few extra days for tracking to update, but so far all packages who got stuck here have arrived - just a few days later than expected! Let's give it a few more days and it should get moving. Please keep us updated!” The customer did email us back, and at that point it appeared the package was lost with USPS, so we advised the customer, “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?” Then on 8/5 the customer was advised we are sending out a replacement package, “We are so sorry for this issue. We'll have a onetime 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.”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11667434, and find that this resolution is satisfactory to me.
Regards,
L[redacted]