Anix, LLC

Hello, It looks like the customer had emailed us from different emails addresses, and that is why they were asked the same question timesUnfortunately the emails chains did not link in our systemToday the customer was advised, "No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

Complaint: 11877852 I am rejecting this response because: Regards, Y [redacted] I already emailed them over and over and over that... my local post offe doesn't open claims on mail that dint have insurance .. and their package dint come with insurance .. I need my money back now .

Hello,Only after I responded the to customers' BBB claim did she then go and send another email with photos from Kylie Cosmetics. The photo was "reposted" from another persons's Instagram account. The customer was also advised that shades will appear different based on the lighting, saturation, and complexion. The customer was also advised that she did receive the correct shade. In addition per our policy we do not offer returns or exchanges, see attached, and we will be upholding our policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429439, and find that this resolution is satisfactory to me Although they need to revise their customer service as well as fix the issue with the falsely labeled factory address Regards, G [redacted] ***

Complaint: I am rejecting this response because: Again, she is referencing an issue with a customer THAT IS NOT MEMy name is Taylor Floyd, NOT CourtneyThe information may in fact be correct but it is about a customer other than myself Regards, T [redacted] ***

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 responded toFor the customers order K and tracking [redacted] [redacted] 4, according to usps.com "Your item was delivered in or at the mailbox at 4:pm on December 14, in LA CRESCENTA, CA 91214." As the customer requested the order has been delivered before Christmas

Hello, Per our policy we only issue replacements for damaged product we do not issue refundsIf you are having issues with products we will provide replacements, please see our return policy attachedThe customer was advised via email today 7/7, "Please return the damaged product using the return label attached, and ensure to include your full name, email address, and order number Once we receive the product back, we will issue a new replacement package to you."

Complaint: I am rejecting this response because: 1st email stated "If you believe this cancellation was in error, please contact our customer service team at :[email protected] responded right away to say that my 2nd orders when thru (but that got cancelled too)I contacted Kylie Cosmetics because there was an errorAnd my credit card did not see any attempt to charge my card Regards, S [redacted]

Hello, The customer initially emailed us on 5/at 359p advising us of the issue and including photosOur email response time is 24-hour and is listed on our website(see attached)We responded today 5/at 930a advising the customer we will issue her a replacement package of the products that she ordered

Hello, We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issuedThe customer was advised therewas no issue via email, "I apologize for the confusionOur metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of amousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note thatthis is completely and is not a defect or an indication of missing product."

Hello,The orders numbers you provided have been in your possession for over days, order Kfrom 6/21, and order K& K from 6/Unfortunately, per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request 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 Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order numberWe do require photos reflecting the issue, and an order numberOnce we have this information then we can provide a resolution."

Hello, On 6/28, the customer was advised via email, "Unfortunately any further action that would need to be taken would be on your behalf, we do not file claims or contact the postal servicesAs advised per our policy we do not replace missing or lost international orders, and we will be upholding this policy."

MrsC [redacted] did not place an order through our site kyliecosmetics.comWe know this is not an order placed through our site, as our order numbers will be six to seven digits long and will consist of a KThe order number C [redacted] has provided does not follow this formatIn addition, per the provided screenshots C [redacted] has provided us, it appears they have received their order confirmation from [email protected], which we are not associated with and all of our contact information is provided from a .com domain.As this is the case, we advise C [redacted] to contact the site she did place this order with, as they will be able to offer further assistance

Complaint: I am rejecting this response because: the USPS does not allow me to file a claim because the shipping was not insured and I never had the option to insure my package as the company only has one shipping optionI attached an image of my attempt to file a claim Regards, C [redacted]

Hello, On 8/via email the customer was advised we are sending a replacement package of their order K2167735, exact email verbiage, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.” Unfortunately, we cannot modify the shipping processWe sincerely apologize for the inconvenience!

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this responseOur records indicate that the order in question, order K6975929, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times were requiredPer the customer's request, we had proceeded to cancel the order in question and issued a refund for $USDThe refund will take up to 7-business days to process, business days will not include weekends or holidaysIf the customer experiences issues in receiving their refund, we recommend that they contact their bank they use for the payment form used to place the order, to ensure that the refund was applied correctly

Our response time to emails is 24-hours, and as you can see from the email chain the customer was responded to within our promised response timeI have attached the email chain showing our FAQ page showing our response time, and the customers email chainAlso the customer was advised that we are issuing a replacement package of their So Cute Gloss

We have fulfilled the required actions our sideAfter being provided photos of the issue from the customer, we have proceeded to issue a replacement for the product the customer inquired aboutOn 8/11, we issued the following response below to the customer"We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you with the missing itemProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking." If the customer experiences further issues with the replacement package being issued, we advise that they contact us with their inquiry and we will offer further assistance

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this responseOur records indicate that the order in question, order K6904841, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times were requiredThe order in question has shipped as of 12/The tracking link for the customer’s order is provided below.Order KTracking: [redacted] As this is the case, we have fulfilled all actions required on our side for the order in questionPer the FAQ statement provided above, delivery time for domestic orders will take 3-business daysWe ask that the customer allow 24-hours for the tracking provided to updateIf the customer experiences any issues with the delivery of their package, we encourage them to contact their local USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance

Good afternoon,We apologize for any inconvenience the customer has experiencedPer policy, processing times may vary during holidays and limited edition launches: "Please keep in mind that during holidays or limited edition launches, this time may vary." As this is the case, processing times can extend beyond our processing times of 3-business daysWe aim to be very transparent, and list this information on our website https://www.kyliecosmetics.com/pages/faqsFor the customer's reference, I have also included a screenshot of this informationWe are working very hard to get all of our orders shipped, and as soon as the customer's orders ship you will receive an email with tracking