Anix, LLC

The customer's replacement package has shipped and been deliveredAccording to USPS (tracking number: [redacted] 83479816289): Your item was delivered in or at the mailbox at 3:pm on June 17, in TAMPA, FL 33612.Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arriveIf the customer has still not received their replacement package, we recommend they check with their neighbors and/or USPS for more information in the meantimeUSPS can be contacted here: https://www.usps.com/help/contact-us.htmIf they do not receive their replacement package within the next few business days, we recommend they contact our customer service team so we may further assist them in locating their package

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11665021, and find that this resolution is satisfactory to me Regards, [redacted]

Our response time for emails is within hours, and can be extended during and after launches The 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 answeredIt appears the customers package got lost with USPS Today via email the customer was advised, "Hi Tusta So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesy Do you have an alternative address, so that there isn't another issue? We strongly recommend the customer respond once to our email so that we can ensure a timely response

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 answered On 9/2, the customer was emailed and advised of the below: I apologize for the issueOur system was unable to process payment for your order, which resulted in the order being canceled and voidedAny pending charges associated with the order will drop from your account in 4-business daysPlease note, sending multiple emails regarding the same inquiry can delay our response time as our system will mark your emails as spamEach email is important and we try our best to get to each one as efficiently as possible

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 K7017406, 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] [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

When assisting Charlene, she has provided a screenshot of the order number that she is referring to. When accessing the screenshot in question, you can see the URL that is being used to access the order number in question. The URL that is provided in the screenshot is not associated with www.kyliecosmetics.com, as we are not associated with kcosmetics.shop and we only have one website we stand behind, which is www.kyliecosmetics.com.We have included the screenshot that Charlene has provided to our Customer Service Team to our response to this rejection. When provided with this screenshot, we had informed Charlene of the following response to inform her of the situation experienced."We are so sorry to hear this. Unfortunately, the website you are referring to is not our website as we only have one. We do not authorize our products for resale anywhere. However, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind, and we can assure you ours are the real deal!We hope this answers your question and sincerely apologize for any confusion this may have caused."As this is the case, Charlene will need to contact the company that she has placed her order with in order to receive further assistance, as we do not have her order information and are not associated with the URL provided in her screenshot of her order.

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: LZ [redacted] USPlease 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

We have searched our inbox for the email address associated with the complaint and we have not received any emails indicating the customer's orders were lostIn order for us to resolve this complaint, we recommend that Antonio contact our customer service at [email protected] we verify the customer's orders, our Customer Service team will be able to assist the customer accordingly

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11892790, and find that this resolution is satisfactory to me. Regards, S [redacted]

L [redacted] did not place an order through kyliecosmetics.com, therefore she would have to contact the customer service she did place the order with for assistance with this matter. As all of our orders start with a K and are followed by seven numbers, and the order numbers provided... were 52298 and. 52328. Our email address is [email protected], and we have no emails from l [redacted] @gmail.com. As this is the case we would direct L [redacted] to place a BBB complaint with the company she did place this order through, so that they can resolve this issue for her.

The customer has been offered a replacement package for their empty boxOnce 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

Our return policy information is clearly listed on our website and it is the customer’s responsibility to review any and all applicable policies before placing their orderAll purchases of Kylie Cosmetic products are placed via our website, we do not accept orders via mobile applications as Kylie Cosmetics does not have an app affiliated with our companyPer our Terms of use we do not accept returns and reserve the right to refuse returnsBy placing an order with Kylie Cosmetics the customer agrees to these terms and conditions

Complaint: I am rejecting this response because:Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items onlineHowever, this is my issue every time they do a restock I log in the second the online store reopensTheir store allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting areaDuring this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold outI understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our orderWhat they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay forTheir disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave aboveYesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold outThe store opened at 3pm and 3:02pm I was denied productIt's ridiculous and they need to have much better practicesNow I will be satisfied with two thingsEither they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentaryIf much rather pay for the items but at this point they need to make it right period either wayI've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands moreI have seen complaint after complaint on the Instagram account of people having the same issueIt's is unacceptable Regards, M [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11973394, and find that this resolution is satisfactory to me Regards, R [redacted]

Hello,Based on your contact information we are are not able to locate an email from you, please provide us with the email address you usedOnce we have that email address we can best assist you with this issue

Hello, Per our shipping policy, “We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States.” Per our policy we will not be issuing a replacement package or refund

On 2/the customer was emailed and advised, "We are so sorry about this issueOur FAQ page, https://www.kyliecosmetics.com/pages/faqs, states that all sales are finalUnfortunately, as we are unable to accept returnsYour package will be refusedPlease note, as we did not authorize the return we are not responsible the package and USPS's chosen method of returnWe sincerely apologize for any inconvenience this may cause." As the return was not authorized, in accordance with our policy, we cannot provide a refund or issue a replacement, we can only refuse the package upon receipt as we did

In order to best assist the customer, and provide them with the best resolution we are requesting a photo of what they are speaking about. Today via email we advised the customer of the below: "Hello A***,Thanks for reaching out! Could you send us a quick pic of what you are... speaking of so we can take a look?"

Hello, Today 5/the customer was advised via email of the below: "No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

We recommend that customers only email us once, to ensure a timely responseAs our policy states we aim to respond to emails within hours and can be extended during launches and holiday, see attachedAs we don't show the customer linked to their order we asked the customer to please verify the last four digits of the card used to place your order so that we are able to edit your orderOnce the customer verifies this information we can then resolve their issue