Anix, LLC

Hello, We want to review the email chain, but when I tried to locate the email in Kylie Cosmetics Customer Service there were not emails form this customer, see attached. Please provide the email address used to email us so that we can best assist and provide the customer with a...

resolution.

Mrs. C[redacted] did not place an order through our site kyliecosmetics.com. We know this is not an order placed through our site, as our order numbers will be six to seven digits long and will consist of a K. The order number C[redacted] has provided does not follow this format. In...

addition, per the provided screenshots C[redacted] has provided us, it appears they have received their order confirmation from [email protected], which we are not associated with and all of our contact information is provided from a .com domain.As this is the case, we advise C[redacted] to contact the site she did place this order with, as they will be able to offer further assistance.

Complaint: 11555919
I am rejecting this response because: I do not plan to open the postal package when it finally arrives and plan to return the item for an exchange of color.  I don't want a refund and the product will not have been tampered with as I am not going to open the package.  I don't understand why I can't return upon receipt of the item.
Regards,
M[redacted]

Complaint: 11568780
I am rejecting this response because: Once again I understand your policy. l am glad to know that you guys stick to your policy. However, how does your policy apply to a situation where what was confirmed wasn't in my cart prior to final purchase? I have shopped online for many years. I always go through my order prior to purchase. The cart didn't reflect 2 Heirs and my order was correct prior to purchase. So I went through with the purchase. Upon receiving confirmation of the order, I immediately saw the mistake and contacted customer service. So how does your policy apply to this kind of a situation? On a side note, I do find it very interesting that prior to contacting the Revdex.com I used to continuously check everyday for a prompt response. However, I would get a response almost a week later. Now that we are going through the Revdex.com, there is usually a response by the time I check my email. Does one have to file a complaint to the Revdex.com in order to receive a prompt response? 
Regards,
[redacted]

Hello, For order K875571 please file a claim with USPS and provide us with the claim number once you receive it.  Once we receive your claim number we can send heir together with your True Brown, and I will ensure it is shipped to:K[redacted], WR&A LLP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11871680, this response is not satisfactory. The business wants me to verify the last 4 of my card but I have already purchased the product and my money was taken out of my account already. My order number for the holiday box is K3980491 and is still unfullfilled.
Regards,
S[redacted]

As requested by the customer on 5/11, their order has been cancelled and refunded. I have attached a photo of this email request. Please note that it takes 7-12 full business days to show up in their account.

We send order confirmation emails to customers within minutes of placing their order. According to our records, we sent an order confirmation to [email protected], on 10/26 the day the customer ordered. If a customer does not receive an order confirmation via email we do recommend they check...

their junk or spam folder, and if it is not there to email customer service for assistance. Today 11/9 the customer has been resent their order confirm email to [email protected].  Also all final totals are in USD, when the bank pulls the funds from your account they account for the exchange rate. Sorry for the confusion. We hope this answers your question. Our FAQ page and our shipping page advises that customs fees are based  on your countries import laws. Please be aware that depending on your country’s regulations, International orders may be subject to additional duty fees. Also we don't cover these customs or duties fees, therefor there won't be a reimbursement.  If you are unsure about a color choice we would recommend to email customer service for a shade recommendation.

Hello,Unfortunately it looks like the customers' order was lost in transit . Unfortunately we cannot issue refunds/replacements for missing 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

Complaint: 11477958
I am rejecting this response because: I have yet to hear back from them letting me know that they have sent out my package.  I responded promptly letting them know I did not have an alternate address but I would track the package to make sure I was here to receive it.  I did ask when I should be expecting the item and have yet to hear anything back or receive a shipment confirmation. Also, should I start a new email each time I respond instead of responding in the same thread, to ensure I get a response in a timely manner??  I will accept the answer to close the case when I have received confirmation that I am in fact receiving my item that was paid for.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11698463, and find that this resolution is satisfactory to me.
I would like to let you know that they have kept to their promise on sending a replacement for the lost package. It doesnt discount the fact that their packages that they send out to the customers are being lost or stolen so I hope they do change the packaging or secure the delivery in any way possible.Also, the timeliness sof their servicing has been an issue. The replacement package has already arrived after they sent out the tracking number. summing it up, the issue is resolved but they really have to work on their delivery logistics.Regards,
K[redacted]

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. On 8/23 the customer was advised that...

their order for the Birthday bundle had shipped, and was provided tracking 94[redacted]04

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12158003, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

On 12/6, the customer was emailed that their order K3839602 shipped. The exact email verbiage, "Hi E[redacted]Your order has shipped!  Tracking: 94[redacted]0 Please allow 24-48 hours for your tracking to update. Thank you!"  Please continue to check the tracking status...

periodically.

Hello,The customer was advised via email on 7/11 K1444297 that we are sending a replacement package. In the same email the customer advised that the replacement order is processing and can take 7-10 business days to process.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547879, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

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...

advised to file a missing stolen package claim with USPS. Once we have the USPS claim number from the customer then we can issue a replacement package.

Complaint: 11882661
I am rejecting this response because:
Although they have claimed to send a replacement order, the order they sent was once again SOMEONE ELSE'S order!!!!  I received an order for B[redacted] who lives in San Jacinto, California!!! I emailed Kylie Cosmetics with photo evidence once again of the wrong order being sent to me.  I have not received any of the items I ordered, but have twice received other people's orders.  I simply want the correct order sent to me or at this point, a refund of my full amount of $59.
Regards,
B[redacted]

Our email response time is 24-48 hours, and the customers’ email was responded to within our promised time frame listed on our FAQ page. As the customer’s order has shipped and at this point in time is most likely in the customer’s possession, per our policy we do not accept returns. We will be...

upholding our policy, and not approving this customer to return the products or issue a refund. In terms of the ingredient formaldehyde, it is not listed on our packaging under ingredients, and I have checked with our lab and they advised to the best of their knowledge none of Kylie Cosmetics products contain formaldehyde.

We have proceeded to issue a one-time courtesy replacement package for the issue experienced.  When customers have a package that is indicated as delivered and it's reported as missing/stolen/lost, we ask the customer to contact their post man or neighbors, as they may have the package in...

question. If they do not receive the package, we then ask that they file a claim with USPS, as they will then be able to launch an investigative claim. Once we receive a claim number, we then proceed to issue a one-time courtesy replacement as a form of compensation.  On 12/15, we issued the following response:"We are so sorry for this issue. We will send a replacement package!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." On 12/19, the replacement package was indicated as shipped, and the tracking information is provided below.Tracking: 94[redacted]26 If the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local USPS or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance within the policies that we currently abide by.