Anix, LLC

It appears this was an oversight on our part, and from reviewing the last email the customer sent they did in fact advise they still do want the productTherefore, the order should not have been canceledUnfortunately cancellations cannot be reversed, we don't have the capability to recharge the customer In review of the customers order Kthe products ordered are part of our permanent collection and the customer is able to make a new order for the same products

As we advised we see the same information as the customer, and since USPS is handling the package, t the best option would be to go directly to them to ask for more detailsThe action we are taking is advising the If there is a delay with USPS we do recommend to allow more time for the tracking to update as there could just be a missed scan or another issue We can only estimate how long it will taking tracking to update we cannot give an exact time frame which is what USPS can adviseWe can check with USPS to see if they can provide more insight into this delay

Hello, Per our policy, we only provide replacements we don't provide refundsThe customer was advised today to file a claim with USPS, upon receipt of the claim number we can issue a replacement package

Hello,We are so sorry that the customer received the wrong orderWe are able to offer a replacement package of their order K1568205, and we can get it shipped out soon for the customerUnfortunately per our policy, see attached, we do not offer refunds

Their order has shippedTracking: [redacted] [redacted] 2Please allow 24-hours for tracking to updateWe also recommend that the customer 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: as you can see in the file attached above, it's from my history and it shows that I was on the right website and on the checkout, this is why I don't understand why or how another website got my detailsI even sent them that before and they didn't even explain or acknowledge itIf I didn't order from them why does it say their website and have the same product and the checkout? Regards, A [redacted]

Hello, For the customers claim,”Kylie Cosmetics will not acknowledge this and refuses to give refunds for the returned product.” The customer has only emailed us once in regards to this issueThe customer sent their email today from their email, [redacted] @comcast.net, and to confirm Kylie customer service has not responded to the customers emailPlease see attached email that the customer sentAs our policy states we do not provide refunds or exchanges (see attached), however we can advise to exfoliate the lips, and put on a Chap Stick or moisturizing lip primer to correct this issue

It appears that the order number you provided is not an order number from Kylie CosmeticsThe website they are referring to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many customers tend to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbersAs we can see in Revdex.com complaint, her order number only contained five numbers (#28939).N [redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise N [redacted] to contact the site she did place this order withAttached is a document showing that there are no emails from N***Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.comWe recommend she please contact the company they did make the order with as they can best assist them with their inquiry

Hello, Via email on 8/the customer was advised that we are sending a replacement package, see exact email verbiage below: "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 3-business days, once your replacement package goes out you'll receive an email with tracking."

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

Hello, On 5/the customer was emailed and advised that we will send out a one time courtesy package of so cute gloss, and that she does not need to send back her damaged product

As we advised the replacement package of the lip liner has been issued, and shipped tracking number LN#####6476USAs transit time can take over a month we recommend that the customer check the tracking website for updatesAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Meilyns' package has been received back at Kylie cosmetics, and she has been notified (via email on 6/19) that we have issued her a full refund of $52.00, and that she should see the refund in 7-business daysIn addition, we always encourage our customers to email into [email protected] if they should have any further questions about our productsAlso we have removed the eye-shadows as being talc free from our website, see attached

Hello, As advised the refund can take up to business days, and there is not a way to speed up the process

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12778359, and find that this resolution is satisfactory to me Regards, M [redacted]

Shade descriptions are regularly updated to ensure the most accurate description is available to the consumerWe do listen to consumer feedback and make adjustments when appropriateShade descriptions are open for interpretation and tho both mid-tone berry and mauve are in the same shade family we feel the updated description more accurately describes the shadePlease note that the shade remains the sameCustomer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram accountIn, addition we did make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.” Please note that we have a strict no return or exchange policy, see attached

Hello,I am waiting for confirmation from the customer that they received the incorrect order, we need the order number and customers' nameOnce I receive confirmation then weare able to issue a replacement package as a one time courtesy for the piece order that the customer did not receive

It appears that the order number you provided is not an order number from Kylie CosmeticsThe website they are referring to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many customers tend to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbersAs we can see in Revdex.com complaint, her order number only contained five numbers (#29518).H [redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise H [redacted] to contact the site she did place this order withAttached are documents showing that there are no emails from H [redacted] , nor are there any orders in our system as number Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.comWe recommend she please contact the company you did make the order with as they can best assist them with their inquiry

Per our policy stated on our FAQ page states, "we aim to respond to all E-mails within hoursPlease note that this time frame may be extended during and immediately after launches." According to the email chain, see attached, we responded to the email chain within our promised time frameToday 12/via email we advised that we are going to issue the replacement packagePlease see below for exact email verbiage"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."

Currently as the charge back is open, and their bank is considering a resolutionAs we cannot refund any order when a charge back is open, since if the customer wins the charge back they will receive a double refundPlease note that if the customer does win the charge back they will get the refund they requested, and therefore the issue will be resolved