Anix, LLC

As per the customer's request on 5/10, their order has been cancelled and refundedI have attached this email request as wellWe are unable to honor orders placed outside of the promotion time frame with the offered promotional product The terms of the promotion are as follows:"Offer cannot be applied to existing orders or combined with other ordersCinco De Mayo Promotion starts at 8:00am PST on May 5thCustomers can choose a free Matte Liquid Lip Kit with the purchase of any Matte Liquid Lip KitOffer open to all customers while supplies lastPromotion ends when product is no longer available Items are not automatically added to cartItems must be added before checkout and customer can select items based on the number of Matte Liquid Lip Kits purchasedProducts cannot be applied after the order has been placedPromotion ends when product is no longer available, or at 11:59pm PST on May 5th, whichever comes first." As the customer's original order has been refunded and we are unable to honor the promotion on orders placed outside of the promotional time frame, there is nothing further we will be able to assist with in regards to this issue

I do want to confirm that upon our system noticing that their was a payment issue we sent an automated email to her, and I have included it in the attachedIn addition, we have attached documentation showing the refund was issuedThe customer was emailed the below today 11/19:"Hello Alexandra,Your issue has been escalated to me I am the Customer Service ManagerI do want to start out by stating we very sorry to hear that occurredI do want to let you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system canceled the order and issued a refund As our system was unable to process the payment we cannot then send you the product in that orderIn cases like these sometimes banking institutions can take up to business days for the funds to show in your accountUnfortunately, we cannot speed up the process as we are not affiliated with your banking institutionPlease see below screen shot showing the order was refunded."

Hello, As we don't issue refunds per our policy see attached, we do offer replacement packagesThe customer was sent an email today 7/advising that as a one time courtesy we will send replacements for both Kymajesty and Heir

As I have already stated in previous emails, I am unable to contact USPS, the online form is not working as I am in the UK nor is the phone number from my mobileI don't understand why you can't contact them and get back to me with an update? I just want to know where my parcel is and when it is likely to be delivered Complaint: I am rejecting this response because: Regards, B [redacted] ***

Hello, The customer was emailed today 7/and advised, "Please advise on the order number, and confirm it is for two Koko K liquid lipsticks, once I receive your email confirmation I can issue you a replacement package asap." Once the customer emails back and confirms I will send out the replacement products

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11689821, and find that this resolution is satisfactory to me Regards, [redacted]

Our processing time frame for issuing replacement packages is that the order processes for 7-business days before it shipsFor the 3-day processing time frame refers to the initial order the customer makesOn 12/we responded and advised the customer that we will issue a replacement package, see 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 trackingIn review of the replacement order K4016289B, it shipped on 12/16, tracking [redacted] [redacted] We 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

Hello,The customer was advised via email on 7/Kthat we are sending a replacement packageIn the same email the customer advised that the replacement order is processing and can take 7-business days to process

Complaint: I am rejecting this response because: They could simply refund my money and I will close the chargeback disputeIt would not have been initiated if they would have refunded me once they received the incorrect order back which was received and signed forI've done my part since I placed the order in March and it's almost July and still hasn't been resolvedJust absurdSo again I ask for full refund and I will have the bank close the dispute Regards, J [redacted]

Today 9/via email the customer was emailed there tracking number, see email belowIn addition, our shipping system sends an email with tracking once an order ships, since this order has shipped an email was sent to [redacted] @yahoo.com"Hi O***Your order has shipped! Tracking: [redacted] [redacted] 1Please allow 24-hours for your tracking to updateThank you!"

Both of the customers’ orders were placed on 4/Kand K642786, and the customers’ initial email to Kylie Cosmetics was on 6/The customer was advised, “We do not accept returns, exchanges or refunds; all sales are finalPlease see these terms specified on our website: http://kyliecosmetics.com/pages/refund-policy , “ and see attachedWe will be upholding our policy and we will not be able to accept any returns or provide any refunds

Customers order Kwas delivered on 12/7/Tracking number: [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11819573, and find that this resolution is satisfactory to meMay I know what is the next process to get my exhange/refund? Regards, F [redacted] F [redacted]

T [redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise Wendy to contact the site she did place this order withWe know this is not an order placed through our site, our order numbers start with a K and are followed by seven numbersThe provided order numbers per T***’s complaint are order numbers #and #3922, which do not follow our order number protocolIn addition, we have attached a file to this response, showing that we have not received any emails from [email protected], the email address associated with this accountAs this is the case, we recommend that T [redacted] contact the company that she has made her orders with as they will be able to best assist you

Complaint: I am rejecting this response because: as of today I have yet to receive tracking or the package of items I ordered Regards, C [redacted]

Hello,On 4/the customer provided the claim number that we requested, claim numbers are provided when a package is lost in transit or a customer never receives the packageThen on 4/we advised the customer that as a courtesy we can send a one time replacement package for the order that she never received, and was provided the option to give an alternative addressThe alternative address was given, and used in the replacement order, see attachment of replacement orderOn 4/the customer was advised the replacement order was requested and to allow 3-business days for processing, and once shipped she will receive an email with the tracking numberPer the tracking number the package was delivered 4/There have not been any further emails received from this customerTracking # [redacted] [redacted]

Revdex.com:I reviewed the response and find it satisfactory, but I will not consider the matter resolved until I receive the correct merchandise, since they project a complete lack of interest in resolving customer's issues I would like to point out that Kylie Cosmetics Customer Service Department did not answer any of my emails on a timely manner nor did they "ask for additional photos"; out of all my many, many emails they answered three times: one to request pictures, second time after I sent the pictures to ask "how they could be of assistance" (this was answered by the same employee who had previously asked for the pictures), and the third time to tell me that I had to send the requested pictures before they could help After I sent the pictures for the second time they never answered back to my emails The only time they have answered quickly to resolve the issue was when I made the complaint with the Revdex.com.Additionally, I find their message somewhat offensive, when they say they will be sending a "one time courtesy replacement package" as if it was the customer's fault and not their mistake Kylie Cosmetics Customer Service lacks a system or process on how deal with customers' issues so that valuable customers don't feel ignored and disrespected after spending time and money on their products Sincerely, T [redacted] Sincerely, Tatiana Santos

Hello, The customer made the order on 7/and as the customer confirmed we would start to ship those orders on 7/5, since 7/would be the 1st business day on 7/Our processing times are 3-business days, and this excludes holidays and weekendsThe customers order Korder made 7/shipped on 7/and Korder made 7/shipped on 7/Both of the orders shipped within our promised time frame listed on our website, see attached

Hello, As previously advised we are not able to locate an email from customer C [redacted] ***, under email c [redacted] @outlook.com or order K1306974, as we are not able to authentic the customers's claim of sending an email this will remain pending until the customer sends an email or advises that a different email was used

The simplest explanation is that some orders will ship within days or days; that is why we provide a processing cushionIn addition, we do state on our website that processing times are long during the holidays, and currently we are in the holiday seasonIn addition, we do not count actual holidays as 111/was Thanksgiving we do not count this as a processing dayWe did ship the order on the 6th business, but as advised during the holidays processing times can be longer than business daysPlease see our FAQ attached