Anix, LLC

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]

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]

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, 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?

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.

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

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.

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.

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 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 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 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."

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

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?

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.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11505816, and find that this resolution is satisfactory to me. However I have not received an email from Kylie Cosmetics yet, perhaps they will send it later- if not, they may replace order K1174306 
Regards,
Casey Noetzel
I have not yet received an email from them, they will probably send it later, but they may send order K1174306 which was 1x Posie K2x Koko K1x Dolce K1x Candy K1x Exposed

On 12/22 the customer was advised, "We apologize for the delay! It appears that there is a bit of a scanning delayed with USPS, your packing is moving although your tracking does not indicate it.All packages that have done this have all updated, usually about a week or two after shipping. We...

apologize for the delay and are working to fix this issue. The reason for this advisement is sometimes USPS has delays or issues and their website does not update. As tracking still had not updated, we can assume the package was lost with USPS, a replacement package was then issued. On 1/11 the customer was advised, "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.