Anix, LLC

Hello, When customer has an issue with the product in this case wearability we request a photo so we can proceed with the best resolutionThe customer had not been advised to send a photo in past emails so today the customer was emailed and advised to send a photo of reflecting the issue she described in her emailI am pending providing a resolution until I receive a photo

Complaint: I am rejecting this response because: Yet again they have dismissed the real issue at hand I'm well aware that I can place another order on the website if I really want it I should not have to work so hard to get something Inordered in the first place The error was theirs and they made NO attempt to acknowledge the fact that my year old really wanted it in time for Christmas We I asked if I could pay for overnight shipping I was ignored When I asked if there was anyone else I could speak to I was ignored This is so horrible and KJ customer service team is unprofessional and classless Please find a way for her to know Regards, R [redacted]

Our response time for emails is 24-hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emailsSince we answer the oldest emails first that is why their emails were not answeredOn 8/the customer was emailed and advised that we are issuing them a replacement package, see below for email verbiageThe customers' replacement package was processed and shipped on 9/1, replacement package tracking number [redacted] [redacted] 9."We are so sorry for this issueWe'll have a replacement package sent out to you for your Kyshadow palette!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Your new replacement order number is: RK2490450"

Since the tracking for the original order did not updated and the customer did not indicate a received package, we had proceeded to issue a one-time courtesy replacement to ensure that the customer receive their order as initially plannedThis is our method of compensation for all orders that experience the issue that the customer had reported to our customer service team and we offered assistance accordingly within the policies that we currently abide byWe currently abide by a no refund policy, as we do not currently issue refunds and issue replacements as a form of compensation for the issue that the customer has currently experiencedIf we were to issue a refund as opposed to a replacement for the issue experienced, this would be unfair and inconsistent to other customers that we have assisted for issues such as this For further information, the link for our refund policy will be provided below for reference.Refund Policy:http://kyliecosmetics.com/pages/refund-policyBy referring to the tracking link associated with the replacement package issued, the customer can see that the tracking for the replacement package is updating and reflects that the replacement package is in transit and is therefore, movingFor reference, this tracking information is provided below and can be accessed using the provided tracking link.Tracking: LX [redacted] US As the order is now indicated to be travelling in the country for their corresponding provided shipping address, the customer will need to contact their local AN POST for further shipping detailsAs the provided tracking updates indicate that the order in question as reached the country for their provided shipping address, they will be the postal service currently handling the package in question and will be able to provide additional assistance or details on the delivery of the replacement package

Per our policy listed on our FAQ page and order confirmation page, our processing time for orders is 3-days business days, business days do not include the weekends and holidaysPlease keep in mind that during the holidays, processing times may varyAs the customer placed their order on 11/ order K4057610, and is currently on day of processing, and according to our policy can be extended past business daysAs soon as your order has completed processing it will ship

Complaint: I am rejecting this response because: The original order was placed on 5th of November for all the products, all the products were paid for on time so it's a shame they could not be delivered on time, if the processing time was 7-business days with delivery on top then ALL my products should have been delivered on time, the missing items should have been fast tracked and sent out on the day Kylie Cosmetics were notified (15th Nov), not placed in a queue once again to double the processing time, unacceptable for customers to be treated this way!!Today is now the 11th business day of being notified of the missing items and I am yet to receive an email from Kylie Cosmetics with my tracking details and confirmation of my items being sentIt's a shame as I did like the product but no customers should be treated this way and for this reason I will never be shopping here again! I will never shop anywhere I feel the customer has been violated and taken advantage of Regards, F [redacted]

The customer had contacted our Customer Service Team regarding the order in questionUnfortunately, we require further correspondence from the customer, so we may locate the order in question in order systems and offer further assistance In order to locate the order in question in our systems, we had issued the following response to the customer on December 11th"We can see if your order was successful or not! Please fill out the below form:Full name the order was placed under: Last four digits of the credit card used: Dollar amount charged: Date of purchase: Email address the order was placed under:" The customer replied on 1/4/2018, but did not provide all of the requested informationUnfortunately, we are not able to locate orders in our systems without all of the information requested in the form aboveWe ask for this information in order to locate specific orders and look up information for the order so we may provide the most accurate assistance to the customerTo ensure that the customer received our initial response, we followed up asking for the requested information so we may provide further assistanceWe have also included a screenshot of this action in our response.Once our Customer Service Team receives the information requested, one of our Customer Service Representatives will be able to attempt to locate their order and offer further assistance

Today 12/the customer was advised:"So sorry you did not receive your items.No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

The customers' replacement package is still currently in transit to them, tracking EC5####2453US, and international packages can take up to month to get to customersI have opened an inquiry with USPS and they should get back to me in a week on the package location, and if it is en-route to the customer

Hello, We do not save any credit card information, each order a customer makes they have to reenter their credit card informationTo clarify no credit card information is ever saved on our websiteOnce information is in the system the only way for an order to go through is if the customer hits the confirmed button to verify all the billing and shipping informationOnce an order is placed the customer is always directed to a page showing all of their order information such as the product they ordered, their order number, and their billing and shipping addressesIn addition, we can only cancel orders when they are in the processing phase once an order ships we cannot cancel an orderPer our policy we do not accept returns or exchanges, therefore we will not be accepting a return or issuing a return label

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11878265, and find that this resolution is satisfactory to me Regards, [redacted]

The customer has been informed, and also viewed the email with this information on 4/3, that their order is still in transit, as packages shipping to India can take up to two month to be deliveredPlease note, India Post usually does not update tracking until the package is delivered We also recommend that the customer please continue to check the tracking status periodically and contact their local postal company (India Post) for further assistance locating their packageAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are finalOur return policy with this information can be found here: http://kyliecosmetics.com/pages/refund-policy Our customers are our top priority and we offer our one-time courtesy replacements because we want all of our customers to receive their product safe and soundUnfortunately, we are only able to replace the original order once as it is a one-time courtesyIf they believe that their package has been lost in transit or has been marked as delivered and they have not received it, please contact their local India Post so that they can investigate the whereabouts of their order further Please note, we can only issue a replacement once as a courtesyIf the customer does not receive their replacement, we will not be able to further assist themWe sincerely apologize for any inconvenience this may cause

Complaint: I am rejecting this response because:I still have not received the correct eye shadow and I have not received a confirmation that it has been shippedI also do not understand "one time courtesy" as this is their errorI will not consider this closed until I receive what I ordered Regards, [redacted]

Hello, The customer was advised via email today 6/27: No worries, we can send another package of your Exposed lip kit as a one-time courtesyDo you have an alternative address, so that there isn't another issue?

Hello, In reviewing our emails I don't show that the customer sent us an email notification us of this issueI sent the customer an email advising to provide her her order number and photos of the products and packing slipWe do require photos in order to be able to issue a replacement package

Revdex.com:I read the email that was sent to me from someone in the customer service departmentThis is my response to them, "Yes, the last four numbers on the card used was 9136, and the order number was K3989728, tracking number was [redacted] I can send you the tracking stuff that shows that the package was wrongfully sent back if you need that as well Regards, J [redacted]

Complaint: I am rejecting this response because:it is a basic response letter Regards, J [redacted]

I reviewed the email chain and the customer responded with their personal information on 8/and we responded on 8/As our website states our email response time is 24-hours, and can be extended after launches which was the caseI have attached the email chain showing the date and time stamp indicating our response time was within what is stated on our FAQ pageI apologize for the issueOur system was unable to process payment for your order, which resulted in the order being canceled and voidedOn 8/the customer was advised, "your recreated order, RKof the birthday bundle , is currently processing and will ship out asap! You will receive an email with tracking once it ships." According to our system the order shipped on 8/19, tracking LZ [redacted] 874US indicates the ship date of 8/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11866183, and find that this resolution is satisfactory to me Regards, L [redacted] ***

The email address associated with the received complaint does not report any inquires with our customer service inboxWe have attached a file that proves that the email address in question comes up with zero inquiry results for our customer service inbox.As this is the case, we are unable to provide sufficient assistance until the customer provides further information regarding their order and issue they have experiencedWe recommend that they email our customer service team at [email protected], explaining the details of the issue they have experienced in order to provide a resolution