Anix, LLC

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]

As the customer has been informed multiple times, we are unable to process a replacement for their order at this time as it appears that a chargeback was initiated for the order The money has temporarily been refunded by their bank until a final decision is madeWe will continue to handle the chargeback with their bankPer our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of our customersWe will be happy to issue a replacement package for the customer, however we are unable to do so until documentation has been provided indicating the chargeback has been dropped with their bankOnce the dispute is dropped with their bank and we have been provided with documentation to authenticate this, we will issue a replacement package for their missing order

Complaint: I am rejecting this response because:Regardless of your "testing", if a product's odor can affect someone's health or allergies, it is not healthy to useAfter leaving the palette open for a week it STILL smells and makes me physically illAnd your policy is ridiculousRefunds should be given for products that are unsatisfactory, as in this caseThe fact that you have such a policy is shady, I have never encountered another company with such a policyI have NEVER had this experience with another company! There is no reason for a makeup product to smell like that, I don't care if it's "just" the adhesiveYou should be refunding or giving a store credit to those of us who have had this issue with the paletteI know I am not the only one, there are tons of people complaining of the same issue, and you don't seem to care about your customers' well-being/satisfaction, which will be the downfall of your business Regards, S [redacted] ***

Their package has been received back at the Kylie Cosmetics HQThey have been refunded, as is our policy for all returned packagesPlease note that it takes 7-full business days to show up in their account.Unfortunately, we are unable to reissue the order, as our policy requires that we cancel and refund all returned packagesAs this is the case, they will have to place a new order

Complaint: I am rejecting this response because: Regards, A [redacted] There was more than "one" bristle that was splayed, as the picture shows it was a group of bristlesI was advised I could PAY to return the degective lroduct which was not acceptableI will not pay anything for a defective productIn fact as the consumer, I should be getting a refund

Reconfirming the customer was advised that our products are made fresh to order, and then they are packaged in the customers’ boxAs the customer was advised during shipping, packages can get roughed up from being in transit The customer was advised of this information via email, see exact email verbiage, “Sometimes packages get a bit roughed up during the shipping processYour products were not tampered with, they are safe to use." Since there is there is no damage or defects (see attached photos) to the product there will be no replacement product issued

On 12/6, the customer was emailed that their order KshippedThe exact email verbiage, "Hi E***Your order has shipped! Tracking: [redacted] [redacted] Please allow 24-hours for your tracking to updateThank you!" Please continue to check the tracking status periodically

Complaint: I am rejecting this response because:I do not accept that the lip kit box could be the fault of the carrier as there was still padding inside the boxI believe it was sent to me like this and I have also included in my original complaint email there was marks on the lip liner and liquid lipstick which I rubbed off however I would not gift those products for use now as there were marks I believe they were dirty and mishandled just like the box wasCan you please stop wasting my time as this is a lot of time and energy lost into something that could be handled so easilyI am DISGUSTED at this situation Regards, M [redacted] ***

Complaint: I am rejecting this response because:There was no product received before 12/as the company statedThat is the complaint hereThe order was placed on 12/and the Customer Service was not helpful when inquiring about the order and when it was stated I would receive the productThat is the issue hereI would like to reiterate here, the product was not received when the company stated Regards, C [redacted] ***

As previously advised, we reserve the right to deny a customer of service at any time, for any reason and reserve the right to not disclose further information.In addition, this policy can be found in our Terms Of Use, which can be found on our websiteIt is made public for our customers before placing any orders.This information can be found using the link provided below.https://www.kyliecosmetics.com/pages/terms-of-use"SECTION – GENERAL CONDITIONSTo the fullest extent permitted by law, we reserve the right to refuse service to anyone for any reason at any time."As a result, we have exercised our right to use this policy and will be standing by it

Complaint: I am rejecting this response because: I cannot open it its really death smell and my children have asthma at home! And this is not a respond I have literally every eyeshadow palette in the market and I never received one that has a smell ! I have a Huda Beauty palette that stayed days in transit and never had this smell! So no I want to return the palette and full refund for lying on people ! Check over the internet "royal peach palette" chemical smell! Regards, S [redacted] ***

Hello, Today 9/26, via email the customer was advised that we are issuing a replacement of their correct orderSee below for exact email verbiage customer was told "Hello Y [redacted] We are so sorry for this issueWe'll have a one time courtesy replacement package of order Ksent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"

Complaint: I am rejecting this response because:A question to Kylie Cosmetics customer service--why would I file a claim with the Revdex.com if I was trying to scam you guys?? Kylie Cosmetics has clearly done little-investigating into this claim and is accusing me of providing informationI provided the USPS tracking information, attached again--the package never says "delivered" to meIt does, however, say "delivered to original sender"Making this either a mistake on Kylie Cosmetics, or the USPSFor them to claim that I opened the package, and then returned the package with a product not made by KC, is just ludicrousTHE PACKAGE WAS NEVER DELIVERED TO MEIf they had taken a look at my customer profile they would have seen that I've spend hundreds of dollars on their products, and WAS a very loyal customerTheir complete disregard for my specific problem and their utter lack of respect for their customers has caused me to file this claim, and to reject their responseI will never purchase another Kylie Cosmetics product, and will encourage my friends and peers to do the same Regards, M [redacted]

Customer reached out to our Customer Service TeamOur Customer Service Team is waiting to hear from the customer as they need addition information from the customer in order to proceedThank you

On 12/12, we responded to the customer and advised,"Your order is currently processing, and we can't wait for you to receive it! Our processingtime for orders is 3-business days, business days do NOT include the weekends and holidaysOnce shipped, your delivery time within the United States is 3-business days and 10-business days internationallyPlease keep in mind that during the holidays, processing times may varyOnce your order ships you'll receive an email with trackingToday 12/we advise the customers order Khad shipped tracking [redacted] Once the customer's' order ships they will receive an email with trackingWe 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

Hello, The customer was advised on a 5/email that replacement orders processing time is 3-business days, and today 5/is the 5th business dayWe are running a little late today 5/the customer was advised that her order has not shipped and we will need a few more days to process her order

Hello, Our response time form emails is 24-hoursThe 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 answeredToday 7/the customer was advised the below:"We are so sorry to hear that you did not receive the correct product, do you mind sending a picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visibleWe'll get back to you" We do require photos to authenticate the customers' claim once we receive the authentic photos then we can issue the item the customer is missing

Hello, The customer placed their order on 3/and their first email notification on the missing product was on 6/Per our policy the customer is required to notify us within 14-days of receipt of product if they are missing productThe customer failed to get back to us within this time frameWe will be upholding our policy and unfortunately we are not able to issue the missing productThe customer was advised of the below via email on 7/6:Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request for order K2**is outside of our replacement time frame and we can no longer issue a replacementThis policy is listed on our faq http://kyliecosmetics.com/pages/faqs

During this time frame that the customer ordered we had a limited amount of product to sell for KKW and we also had a promo with a limited amount of stock, therefore we have longer processing time framesAs this policy " processing time, please keep in mind that during limited edition launches", does directly apply to this customers orderWe aim to be very transparent as we do list all of this information on our website, and encourage customers to email in with any questions on our FAQ pageWe are working very hard to get each and every customers order shipped, and we do apologize for the delay

Complaint: I am rejecting this response because: issue still has not been resolvedI emailed the company the information they asked for Regards, G [redacted]