Anix, LLC

Hello, As we do provide tips to aid the customer in their product application, the customer advised the tips did not work. We will provide a one time courtesy replacement of Exposed lipstick.

Hello,  Today 5/31 the customer was advised via email of the below: "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?"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11563345, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello,In the customers' 9/26 email she stated (the following is exact customer verbiage), "It felt very heavy which was unusual when I opened it it contained a box of rocks and a newspaper clipping fro Newport Oregon and no Kylie cosmetics."  I can confirm that we only paid for shipping...

that would accommodate a package with a maximum weight of 7 oz., therefore a package was not shipped with rocks. As the rocks the customer sent would weigh well over 7 oz, and please note our black boxes by themselves weigh 5 oz.  In addition, in our facility we exclusively only ship Kylie Cosmetics. Based on this information it is impossible that the customer received a package from Kylie Cosmetics containing rocks, there will be no replacement package issued.

Today 1/24 the customer was advised,"Thank you for emailing us! We really appreciate your feedback as we are always trying to improve. Rest assured, your Royal Peach Palette is 100% safe to use! We have spoken with our Product Development Team and they have informed us that the smell may have...

been caused by the palette being enclosed during transit. We recommend keeping your palette open for 24-48 hours to diminish the smell. This is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays! We hope this helps out!" As this is the case, and this direction followed the issue has been provided a resolution.

Revdex.com:
I have reviewed the response made by the business. Yes, I have received the package, however I am not happy with the way this situation was handled. I placed this order on October 20th and it took almost a month for me to receive the package on November 15th. Additionally, the palette they sent still had markings and scratches on the eyeshadows. I am appalled by this companies products. I don't even want to argue with them anymore because they are the worst and do not see that they have done any wrongdoing. It has been draining having to deal with their failures as a company. They don't even accept returns and I will have to deal with this unsatisfactory product they sent me. I implore you sanction this company so that these issues do not happen in the future. I am sure that this is not the only compliant you have received regarding Kylie Cosmetics. Something needs to be done so this company takes better care of the customers that are keeping them in business. Best regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12159646, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello, As this complaint was not meant for kyliecosmetics.com, we recommend the customer redirect their complaint with the Revdex.com toward the correct site so that their issue can be addressed and rectified.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11466601, and find that this resolution is satisfactory to me.
Regards,
H[redacted]

Hello, The customer was advised today that we can send a one time courtesy replacement for the order they had not received. If they want to provide a new address or confirm their ship to address so that we can then process a replacement order.

The customers order K3806316 was placed on 11/21, and today 12/1, and it has not been 12 days. In addition, we did assist the customer each time after theiremail. The customer did email on 12/22 and we steadily responded to all their queries, please see email chain attached. In addition the customer did sendmultiple emails from the same email chain which will delay our response time. As we answer the oldest emails first.

Hello, Under the customers' name and email address, I could not find an email. I sent the customer an email requesting photos of what shes is referring to and her order numbers. We do require photos reflecting the issue she described,and Kylie Cosmetics order numbers. Once we have this...

information then we can provide a resolution.

Hello, Our procedure is that we do not send out replacement thank you cards if the customer has not received one or if it's damaged. We advised the customer that this card being sent them was an exception. Since this is a postcard we sent it through regular mail with a stamp, therefore there was no tracking number.

Complaint: 11607518
I am rejecting this response because: I had the item and they took it away from me I want what I paid for from them and did they tell you guys how they were going to restock this item everyday starting August 1 to August 10 and they already broke that promise to the people they now want to restock on August 4th so if all the people don't get one now were never going to get it they can't keep up with supply or demand while Jeffree Star is restocking as soon as something sells out so his customers have so many chances to get what they want but with Kylie Cosmetics all she gets is a little slap on the wrist I'm tired of you letting them get away with it I want the stuff I paid for from Kylie    
Regards,
A[redacted]

Please see the screen shot of our 1/11 email where we advised the customer of their one time courtesy replacement attached. In our 1/11 email we advised the customer this exact verbiage, "Hello R[redacted]We are so sorry for this issue. 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.

Per the customers request their order has been cancelled, and advised of this information via email today 5/10: "Your order K5529103 has been canceled & refunded! Please note that it takes 7-12 full business days to show up in your account!"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11673159, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Hello, Our response time form emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics (5/9-6/1) 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 via email today 6/1, 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?

This information is made public on our website in both our FAQ and in our Terms of Service. We make this information public for all customers, so all customers are aware of our policies prior to placing an order. Unfortunately, during holidays and limited edition launches, products processing times may face varying processing times. This information can be accessed prior to ordering using the link that is provided below and by examining the expert that we have provided below as well.  https://www.kyliecosmetics.com/pages/faqs "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." Unfortunately, our Birthday Mini Velvet Lipsticks experienced a back order, we had proceeded to issue a cancellation and refund for the order in question, as we would not be able to fulfill our desired processing times. As a result, we issued the cancellation and refund for the order in accordance with our Terms of Service, Section 11. We have provided the except being referenced below, and we have also provided a link, to our website with this information, that all customers can review prior to ordering.  https://www.kyliecosmetics.com/pages/terms-of-use"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."As this is the case, customers can review this information prior to ordering and be aware of the circumstances that may occur when ordering. As this is the case, we no longer have the funds for the order in question and have fulfilled all required actions on our side. The refund will have been issued back to the customer's method of payment used to place the order. The refund will take 7-12 business days to process. We remind the customer that this does not include holidays or weekends. If the customer experience any delays in their refund, they will need to contact their payment method for further assistance, to ensure that their refund is applied correctly.

Revdex.com:I reviewed the response and find it satisfactory, but I will not consider the matter resolved until I receive the correct merchandise, since they project a complete lack of interest in resolving customer's issues.   I would like to point out that Kylie Cosmetics Customer Service Department did not answer any of my emails on a timely manner nor did they "ask for additional photos"; out of all my many, many emails they answered three times: one to request pictures, second time after I sent the pictures to ask "how they could be of assistance" (this was answered by the same employee who had previously asked for the pictures),  and the third time to tell me that I had to send the requested pictures before they could help.  After I sent the pictures for the second time they never answered back to my emails.  The only time they have answered quickly to resolve the issue was when I made the complaint with the Revdex.com.Additionally, I find their message somewhat offensive, when they say they will be sending a "one time courtesy replacement package" as if it was the customer's fault and not their mistake.  Kylie Cosmetics Customer Service lacks a system or process on how deal with customers' issues so that valuable customers don't feel ignored and disrespected after spending time and money on their products.   Sincerely, T[redacted] Sincerely, Tatiana Santos