Anix, LLC

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."

Our terms of use states that by making an you will abide by all of our policy's listed on our FAQ page, link: https://www.kyliecosmetics.com/pages/terms-of-useAs not issuing refunds is a condition of our policy the customer agreed upon, we will not be issuing a refundAs we are sorry to hear the customer did not receive their itemWe can send another package as a one-time courtesyWe have asked the customer if the want us to use 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 11665848, and find that this resolution is satisfactory to me Regards, A [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.”

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: 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]

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

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

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 11622561, and find that this resolution is satisfactory to me my complaint on kylie cosmetics has now been resolvedthank you! Regards, F [redacted]

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]

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

Our email response time is 24-hours, and the customers’ email was responded to within our promised time frame listed on our FAQ pageAs 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 returnsWe will be upholding our policy, and not approving this customer to return the products or issue a refundIn 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

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

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 #

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 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

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] ***