Anix, LLC

Haley's order is currently processing. Our processing time for orders is 3-5 business days. Business days do NOT include the weekends and holidays. Once shipped, their delivery time within the United States is 3-6 business days and 10-21 business days...

internationally.  Please keep in mind that during limited edition launches, our processing time may vary. Please note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a document indicating this information in our policy.We’re working extra hard to get their order processed as quickly as we can. 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.

Hello, The customer was issued a replacement package order number K157542b, and according to the tracking number 94[redacted]93973645813 it was delivered on 4/25.

Complaint: 11451863
I am rejecting this response because: the company has not come up with any solution just told me to look into their policy page. And their policy page would be fine if I was complaining about paying customs in general my complaint is the product they sent me was faulty so because they say they won't refund me they will send a replacement but the replacement requires me to pay ANOTHER custom fee - my point is if the item was right to begin with I would not have to pay another £12 so the company are in fault of making me pay more than what I originally planned to. The company are essentially saying if you can't pay the £12 (on top of the originally price of two glosses and original custom of £12) then you can't have the item you paid for? Or they are saying you can have the items you paid for but they are faulty and are false advertising to how the brush is meant to be. I don't think I'm asking for much I just want my custom charge to be paid and if they cannot do that then please refund me and I will send back the faulty lipglosses 
Regards,
K[redacted]
Please find attached another image of the faulty product

Hello, The customer did not advise a reason for the rejection. But I can state that the customer was emailed today 6/8 and advised 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?

Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyI have also attached a screenshot of this policy for review.Their order has shipped. Tracking: 94[redacted]57Please...

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. 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).

It appears as though your package may have been lost in transit. As this is the case the customer was offered a refund or a replacement, and the customer opted that order K3631976 be refunded.

Unfortunately the product went out of stock while the customer was in the process of checking out. We do try to restock as much inventory as we can at one time, but these products are in such high demand, as they will only be available for purchase until 8/10.  We advised that that product would be restocked from 8/1-8/10, but there were no definitive dates provided. We do recommend utilizing the Kylie Jenner App. and Kylie Cosmetics' Instagram for restock dates and times.

Complaint: 12198888
I am rejecting this response because:
Regards,
K[redacted]

Regardless of the size of your order each order only contains one thank you or Wink Card. It has never been stated that we include a thank you card per product, it is only one card per order.

Complaint: 12723864
I am rejecting this response because: It is not a matter of the product having a slightly different shade than what is shown on the website or what is shown on different models. I have a similar skin tone to some of the models, so I had a general expectation of what the product would look like based on the images and the description. In reality, the product is dramatically different than both the images and the description. This is not an issue of not liking how a shade looks on me because I completely understand that is a risk when I buy makeup products without testing them first. My concern is that the product is not close to the colors shown or described. I would have been happy to discuss this directly with the company, but I did not get a response from my response to their email about their policies. 
Regards,
S[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 via email today 7/15, "We are so sorry for this issue. We'll have a one time courtesy replacement package of Koko K sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Our guarantee on our site stated that if the order was placed by a certain date the package would get to the customer before Christmas. This guarantee did not include replacement packages. As our policy and procedure replacement packages can process for 7-10 business days before they ship.  For...

this replacement package it processed for 5 business days before it shipped, and this is within our promised time frame. Unfortunate our policy prohibits us from accepting returns, see policy attached, therefore on 1/3 we advised the customer we will not accept their return and we will not issue a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11826076, and find that this resolution is satisfactory to me. It is true I had e-mailed the company on numerous occasions. This is because I wanted to ensure that my e-mail was not ignored and wanted it to be known that I was very serious about the matter.I received an e-mail from the company a couple of days ago informing me that a replacement package has been dispatched and I am currently awaiting its arrival.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11631191, and find that this resolution is satisfactory to me. `However, this could have been all avoided if they had read my email in the first place, and they could have cancelled one of the orders. They still haven't updated my email, but at least they did something this time. 
Regards,
C[redacted]

Hello, The last email that the customer sent was on 4/2/16, so we were not aware that the customer did not receive the replacement order. The customer was advised that we would issue a onetime courtesy replacement packages that they did not receive. When replacement packages are shipped we send...

a notification email to the customer with the tracking number and the products being shipped, we sent this notification email to t[redacted]@gmail.com. According to tracking 94[redacted]49 for the replacement it was delivered on 4/11/16, to the address the customer requested:[redacted] Alexandria va 22307.

Complaint: 11707832
I am rejecting this response because:
Regards,
M[redacted]
This response from Kylie Cosmetics is faulty at best. I began requesting a refund at 10:09 am PST because after my initial outreach, they were unable to provide me with an exact timeline of when my purchase would be shipped. I did not receive a notice of my items being shipped until approximately 1PM PST. When I wrote them back referring to my original request for a refund and not an expedited shipment, they claimed they were unable to do so because the items were sent out. This is surely unethical. In order to get around my valid consumer request, they sent an email notification long after my request for a refund meaning they had ample time to cancel the order completely.
I reject this response because it is filled with erroneous information. When I originally reached out to Kylie Cosmetics, they claimed they did not know exactly when my purchase would be shipped out. That's when I first placed my request for a refund as it seemed I would have to wait endlessly with no concrete timeline. This was approximately at 10:09am PST as documented in our email correspondence. After some time (around approx 1pm PST) and after several attempts to request a refund with no response, I received a notification that my item had shipped! I then wrote Kylie Cosmetics back stating that I did not request an expedited shipment, rather that I wanted a refund. They told me they could no longer cancel the order as it had been sent out. This is simply untrue. They had ample time between my requests for a refund BEFORE the shipment notification was sent. The consumer can't be at fault for their tardiness. Secondly, the tracking information they provided indicates that the shipment HASN'T actually been sent out and has simply been labeled. I have attached a screen shot of this. This is completely unethical business practice and I only want what I've been asking for from the beginning of this arduous process - a refund from a merchant that simply cannot fulfill their end of a merchant transaction. Thank you.

Complaint: 11559090
I am rejecting this response because:So I've ordered 3 times with Kylie cosmetics now , paying a ridiculous $15 a time postage(which is very slow may I add) and today I got a note through my post box saying my recent order had a customs charge , after paying $29 for the lip kit and $15 for postage this is ridiculous , the customs charge is £11.95 , although my other 2 orders have not had customs charges , then I realised on the box of my other two orders Kylie cosmetics lied about the price of the contents inside the box to avoid custom charges , which I read is illegal , so I would like a refund on the custom charge or I will have to complain to Royal Mail about the false price of contents that was on 2 of my Kylie cosmetics packages , 2 boxes said the values inside were $1 which is obviously not true , pictures will be attached. I want a refund on the customs charge / the price of the shipping as this is ridiculous and I read that false price of content on the shipping boxes is illegal.
Regards,
K[redacted]

We advised the customer on 1/9 that we would issue a one time courtesy replacement package and they were given the option to provide an alternative address to avoid this issue. An alternative address was provided, and then on 1/20 the customer was advised we are issuing a replacement package. The...

exact email verbiage that was used, " Hello Tami, 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.

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for use. The product and it’s packaging have passed all safety testing. Additionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no...

contact with the product. We are confident that the smell will continue to diminish over time. We sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (21 CFR) for use in cosmetics in the US. Further more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attached. Tell us why here...

Complaint: 11947534
I am rejecting this response because:
Yet again they have dismissed the real issue at hand.  I'm well aware that I can place another order on the website if I really want it.  I should not have to work so hard to get something Inordered in the first place.  The error was theirs and they made NO attempt to acknowledge the fact that my 12 year old really wanted it in time for Christmas.  We I asked if I could pay for overnight shipping I was ignored.  When I asked if there was anyone else I could speak to I was ignored.  This is so horrible and KJ customer service team is unprofessional and classless.  Please find a way for her to know.
Regards,
R[redacted]