Anix, LLC

It appears the customer is emailing from different email addresses, and we did respond to the customer on 12/advising, "Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arriveYour package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantimePlease contact us if your order is not received within the next few days, we'll get right back to you!" As the package was delivered on 11/according to USPS.com, "Your item was delivered in or at the mailbox at 1:pm on November 28, in GLEN COVE, NY 11542." We advise the customer to allow more time as USPS may have scanned incorrect, and at times customers will receive their package after the USPSdeliver dateIf the customer still has not received their package we would advise for them to file a claim with USPS, as they might be able to locate the customers' package that wayOur response time for emails is within hours, and can be extended during and after launches The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answered

Hello,The customer was advised the below via email today 7/13:"We are so sorry for this issueWe'll have a one time courtesy replacement package of Literally gloss sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.I apologize for the confusionOur metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing product."To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistencyThe customer did receive a bottle filled with the correct amount of product

Today 11/via email the customer was advised: "Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for all returned packagesYou should see the refund in 7-business days."

Complaint: I am rejecting this response because: The replacement products were for K794577b? and K926788B I am requesting a replacement for KI am so puzzled why Kylie does not have a good system to keep track of your exchangesWe are going around in circleVery frustating! Regards, E [redacted]

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary, and this policy directly applies to this customers order as we had a limited edition promo and limited amount of KKW on our siteThank you for your patience," https://www.kyliecosmetics.com/pages/faqsAs this is the case processing times can take beyond our processing times of 3-business daysAs we aim to be very transparent, and list this information on our websiteWe 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 trackingWe do want to clarify the customers order Kwas placed on 5/and has been processing for business days

Complaint: I am rejecting this response because:Kylie Cosmetics had almost two weeks to put out some type of statement or send another mass email to your customers in regards to our orders but decided to just shrug it off and act like we, the customers, wouldn't noticeIt was not until we got the Revdex.com involved that they finally sent out a statement, days laterThis is just poor business etiquette as they had taken our money and ran, leaving hundreds, if not thousands of people clueless as to where their money went.again, I do not accept this response because if there was a limited stock, the sale should not have been extended so far as to put Kylie Cosmetics behindMy order did not include any kkw items so that is completely irrelevant to my order Regards, A [redacted]

Hello, The customer was emailed today and advised to send us a swatch of what she is speaking about with the cracking, I am pending the photo before any action is take

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11882431, and find that this resolution is satisfactory to me Regards, J [redacted] The box arrived after I twitted the company and sent in the complaint to you Thank you

Complaint: I am rejecting this response because: it's not good enough for a product to be not satisfactory and not be like the other products that you sell and that I've bought and haven't had this problem with this Lipstick spice its patchy and unwearable it's faulty and I should be able to have my money back I don't want shipping or customs I just want the price of the lipstick back Regards, J [redacted]

Hello, Customer emailed Kylie Cosmetics on 5/ which is still within our 24-hour response window Today 5/the customer was advised, “No worries, your address has been updated! Once your order ships you'll receive an email with trackingPlease note that your address will not, appear changed on the shipping confirmation you receive once your order leaves our facility.”

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11622561, and find that this resolution is satisfactory to me my complaint on kylie cosmetics has now been resolvedthank you! Regards, F [redacted]

We received complaint via postPlease see our response below:The customer reported a total of broken palettes, orders: K6439220, Kand K6444655The customer was given the option to choose between a one time courtesy replacement or a partial $refund (price of a single Kylighter) in place of damaged productBelow is the wording of the offer:"We are so sorry to hear about thisWe can either offer you a partial refund of $USD (price of a single Kylighter), or we can send one final replacement of the I Want It All PalettePlease note if you choose a replacement, we won’t be able to send any further replacements or refunds if this replacement package is lost in transit, does not arrive, or arrives damaged as this package is a one time courtesy."K6444655: customer opted for replacement (see attachment) - tracking LX [redacted] USK6439220, K6434356: customer opted for $partial refund (see email correspondence and proof of refund attached)As this is the case, we have fulfilled all actions required on our side for this issue, per the conditions and options that we had presented for the customer

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

Hello,There was a glitch and either the package never left our warehouse or the package was lost with USPSTherefore we issue a replacement package, and the standard processing time on replacements is 7-business days, and the customer was advised that information on 5/I will ensure the package goes out within the time frame advised

We have a correction to the customers statement, as usps.com shows, "Your item was processed through a facility in UNITED KINGDOM on December 30, at 11:pm, and royal mail advises the same data as usp.comI have included attachments of both websitesBased on the holiday that has recently occurred and our knowledge of the postal system the package can take business days to go through customsThe tracking will still indicate 12/30, but it is movingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

I checked our system and your address was quite long so it cut off half of the address portionBased on this, I don't believe your package is going to get to youI am so sorry about this! But we can send out a new package, please confirm your entire ship to addressPlease note that I will be manually inputting the order myself to ensure that no part of your address will get cut off with this order

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 questionIf 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 claimOnce 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 issueWe will send a replacement package!Processing is 7-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: [redacted] 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

Complaint: I am rejecting this response because: the customer has no way of knowing how to get to the return policyI opened thelink to but was unable to figure out how to get to the page myselfThey only respond to me once saying to do not accept returnThey never told me that the return policy was on the websiteIf the sales are final then the customer should be aware of the time of sale not after the sale Regards, S [redacted]

We can confirm that the order in question is not placed using our website for Kylie CosmeticsThe customer has provided their order confirmation in the email thread to contact our Customer Service TeamTheir order confirmation indicated the order number in question and our Customer Service Team was able to confirm that the order number in question was not associated with us as the order confirmation issued do not match our order confirmationWe also do not issue order numbers that do not consist of a K and our order numbers for recently placed orders are longer than digitsWe have included a screenshot of the customer provided order confirmation in our response to this rejection for review.We can confirm that there are no other websites other than www.kyliecosmetics.com we stand behindIf a customer placing an order using our website, they will receive an order number with a K and to digitsThis is the scenario for all orders that are placed if using the URL providedAs this is the case, the customer will need to contact the company that they received their order confirmation from that has issued their order number, as they will be able to provide further information and details regarding their order #

Complaint: I am rejecting this response because: am I going to receive a refund aswell out of COURTESY? t's the absolute least your company could domy shipping address is as follows wyre close, Whitefield, Manchester, M8LX Regards, B [redacted] ***