Anix, LLC

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 11879324, and find that this resolution is satisfactory to me.
Regards,
J[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.

It appears that the initial order has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all domestic orders will be 3-6 business days and all international orders going to be 10-15 business days and orders are still delivered within this...

time frame even if provided tracking does not indicate a moving package. This information is made public on our FAQ for all customer's review prior to ordering. "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. " As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement for the order in question. The replacement package was issued December 22nd and was shipped on December 28th.  The customer had contacted our customer service team expressing their dissatisfaction with the shipping time frame of the order in question. We had reassured the customer that despite there not being any tracking updates provided on the side of USPS for the replacement package, that the order was still in transit and would take the shipping time frame provided above in order to be delivered. As the shipping of the order was not updating within their desired time frame, as we normally instruct customers to wait for up to 24-48 hours for their tracking to update, even though the delivery time frame varies within the time frames provided above, we proceed to cancel the order and issue a full refund in accordance with our Terms of Service Section 11 - Errors, Inaccuracies, and Omissions. This information in regards to the right to issue a cancellation and refund for the order in question can be found with our terms of use using the link provided below. https://www.kyliecosmetics.com/pages/terms-of-use Terms Of Use Section 11"Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." The refund for the order will take 7-12 business days to process. If the customer is experiencing any trouble in receiving their refund, we advise that they contact their bank and they will be able to check to ensure that the refund is applied properly.

Hello,We are upholding our policy and therefore we are not able to provide a replacement package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.  "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 fee’s, customs or back end charges once the package has exited the United States." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11700087, and find that this resolution is not satisfactory to me, but this is no longer worth the fight. I'm still allergic to numerous ingredients, and had the full ingredients list been posted on the website I would never have purchased the product. 
Regards,
[redacted]

Unfortunately we are the online retailer for Kylie Cosmetics , and only deal with issues for orders made through KylieCosmetics.com. As this order  was not made through Kyliecosmetics.com we would not be able assist with this issue.--

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking. Unfortunately we do not issue refunds for the price of shipping.

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]

It's unacceptable! The excuse is very lame! I do read your FAQ's, my point is the company already know that they have such big following (customers) and yet they don't know how to handle it?? They should be prepared for it and know that they can handle the volume of orders! If the company can't handle the volume of orders then DON'T do such promotions. But instead after their big launch they have decided to do CINCO DE MAYO! It's already so backed up of orders! AGAIN, they should have enough people to handle the order processing. Limited stocks?? Then why is it taking so long to even processed an order?? My payment (money) was cleared from the bank DAYS only after placing my order! C'mon don't you think it's unfair for a customer?? I will be waiting for both my orders K5922937 & K5908715 Kindly step-up your game so you wont be losing loyal customers!

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]

The customer had reported that their order had not been received, as the order was experiencing transit delays on the side of USPS. As a result of this issue, we had instructed the customer to file a claim for the order, as the order had yet to be delivered and USPS could start a missing mail...

search. The customer had replied to our Customer Service Team on January 16th, reporting the claim number for the claim they had filed with USPS. Once we had obtained the information for the missing mail search, we offered the customer a one-time courtesy replacement for order K7244361. We issued the following response below to the customer on January 16th, offering the replacement order.  "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?" As of January 19th, we have not received correspondence from the customer in regards to the response issues. Once we receive the requested information from the customer, our Customer Service Team will offer further assistance accordingly with issuing their replacement package to ensure they receive their products.

Hello,The customer was advised that unfortunately, orders cannot be modified or cancelled, per our refund policy see attached. Please note that we only communicate via email. The customers’ tracking number, 94[redacted]7, does not indicate that the package has been returned to us. I...

have reached out to the customer today to see how the package was returned to us so that I can look into this issue and then provide a resolution.

Hello, Please see attached document for exact verbiage N[redacted] sent to the customer regarding not sending multiple emails on the same chain. Please note that we do make this advisement stating,  “please note that it is not necessary to send multiple emails”, as N[redacted] did, because if the customer continuously emails Kylie Cosmetics from the same email chain it will bring them to the front of the queue with the newest emails. We do answer the oldest emails first. We did not receive the photos the customer is stating that they sent, and in order to resolve this customers issue all we need is the customer to send us the photos requested. The customer has also been advised via email that we do need the photos to proceed with the replacement.

Hello, Per our policy, we only provide replacements we don't provide refunds. The customer was advised today to file a claim with USPS, upon receipt of the claim number we can issue a replacement package.

Hello,For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacement. But for the other liners the customer received the product on 3/14/16, but did not email us until 5/30. Unfortunately this is outside our return time frame, and...

unfortunately per our policy we are not able to issue replacements for the products that were received damaged. On 6/3 the customer was advised the below: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. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Complaint: 11551688
I am rejecting this response because:I haven't received any tracking number or email confirming the delivery of my order? It's almost been a month. To deliver what I've ordered for. 
Regards,
M[redacted]

Complaint: 11728333
I am rejecting this response because:
Regards,
O[redacted]
I received my order today with the WRONG product. They sent me something I didn't pay for with someone else's billing information/receipt. This is unacceptable ! Breech of information was given to me and a business should never mail the WRONG receipt to another client. I contacted Tracie G. who I have been emailing since September 22nd.

As we advised we see the same information as the customer, and since USPS is handling the package, t the best option would be to go directly to them to ask for more details. The action we are taking is advising the If there is a delay with USPS we do recommend to allow more time for the tracking to update as there could just be a missed scan or another issue.  We can only estimate how long it will taking tracking to update we cannot give an exact time frame which is what USPS can advise. We can check with USPS to see if they can provide more insight into this delay.