Anix, LLC

To clear the customer to order to avoid this issue in the future the the customer was asked to provide the below informationPlease provide the information below and we can pass this along to our team to have approvedA photo of the front and back of cardholder IDContact phone numberReason for the purchaseWe need to take these extra precautions to protect our customersIt would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this orderWe appreciate your cooperation

The customer has been offered a one time courtesy replacement package for their missing packageOnce 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

The customer was advised the below via email today 12/2:"It appears you received the correct shade! The swatches on our IG represent our colors as close as possible, please keep in mind that colors will appear different on everyone depending on your skin toneThe way you view our shades includes a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc.As stated above you did receive the correct shadesWe will be upholding our policy advising that all sales our final and we do not issue refunds, see policy attached."

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11571499, and find that this resolution is satisfactory to meI will accept the response as I have received the package, but I would like to add that not only did Kyle Cosmetics receive my package on June 30, 2016, for which I have the tracking number, but correspondence began on July 10, 2016, for which I have the first email responseThere is no need to continue to make it seem like it was within the time frame when I have all of the documents necessary to prove otherwiseA simple statement admitting that they were busy would have been sufficient, as that is what they stated in the first email that I receivedAs a customer since Kylie Cosmetics first started, I am disappointed in Customer Service's approach in resolving complaintsAfter reading through previous complaints, I realized that the metallic matte that I received from the release, which I have yet to use, is only half full, but because of the trouble I have gone through to resolve this issue, I am choosing not to pursue itI hope that Kylie Cosmetics chooses to focus on quality control from here on out, and resolve complaints in a more respectful manner, as like I stated before, I have all the necessary documents to prove that July was not the beginning of this matter by any meansThank you to the Revdex.com for your assistance in this matter Regards, [redacted]

Complaint: I am rejecting this response because:in good faith they should issue a credit as these lipsticks are of very poor quality I can return the items where they can see they only been tried on barely even used Regards, J [redacted]

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include weekends or holidays)For orders placed on May 5th, the first day the order exceeded processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot).Their order has shippedTracking: [redacted] [redacted] 6Please 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

As we don't show the customer linked to this order we requested they verify the last four digits of the card used to place your order so that we are able to assist you with your request

The customer was responded to in a timely mannerI reviewed the responses and they were accurate and followed our policies/procedures, please see attachedThe customer was advised on 12/that there will be a one time courtesy package issued and if they would like to have this package sent to an alternate address to avoid any issue "Hi CarmenSo sorry you did not receive your items.No worries, we can send another package as a one-time courtesy.Do you have an alternative address, so that there isn't another issue?"The customer has responded to our request for an alternative address, but as soon as the customer responds we will be issuing the replacement package for order K

As mentioned in our initial Revdex.com response, and in our emails to the customer our policy states that we do not issue refundsAs long as the customer follows our tips and tricks the product will apply flawlesslyThese times are, Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips togetherThis should help with any patchiness you are seeing."

Complaint: I am rejecting this response because: this is ridiculousStand behind your productThey are damaged! Refund my money or I will pursue it legally Regards, D [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11470046, and find that this resolution is satisfactory to me Regards, [redacted] ***

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for useThe product and it’s packaging have passed all safety testingAdditionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no contact with the productWe are confident that the smell will continue to diminish over timeWe sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (CFR) for use in cosmetics in the USFurther more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attachedTell us why here

Our website stated that we would only guarantee domestic orders to be delivered in time for ChristmasAs this customer is not domestic, they don't fall under this guaranteeThe customer was then advised they don't fall under this guarantee, this issue has been resolved

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may varyPlease note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a document indicating this information in our policy.As our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include weekends or holidays)We have recently experienced an increase in order volume as result of a limited edition launch (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent notifying customers that processing times have been extendedThis applies to any orders that were placed when the Vacation Collection launched on June 15thI have attached a screenshot of this specific mailer for reference

We can confirm that our Lipstick formula has not changed, therefore there was no announcement via social mediaAll of our products contain a full list of ingredients on the back of each boxOur policy stated on our refund policy page advises that we do not accept returns, exchanges or refunds; all sales are final

Hello, The information provided were tips and tricks to ensure proper wearability for the product

We only issue replacements for damaged product itself we do not issue replacement packagingAs the photos sent do not reflect issues with the product or damage to the productThe customer was also told via email on separate occasions we will not be sending replacements, see email chain attached

Complaint: I am rejecting this response because:I placed an order on August 1st and have yet to receive itThe USPS status says its being held at the post officeI went to the post office and they don't have it.Would like a replacementIf they don't have a replacement because it was a limited edition collection, I'd like a refund Regards, T [redacted] **

On 12/the customer was advised the below: "Hello Alyxis We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you," The order has already 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

Complaint: I am rejecting this response because:All customers were told 5days then after that customer service just completely avoided themI got left a letter from the post office saying to please call and reschedule deliverySome sort of customer service needs to actually be put into place Regards, D [redacted]