Anix, LLC

The customer has been given a one time courtesy replacement for their missing packagePlease note for future reference, if a package's tracking indicates it was delivered, but the customer did not receive it, we recommend them contacting customer serviceOur process is that the customer provides a claim number within days, and then we issue a replacement package.Once the customer's replacement 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

I apologize for the confusionOur metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattesBecause of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing product

As we mentioned our policy states that we do not issue refunds, or accept returnsWe are upholding this policyIn addition, we have confirmed that the smell is not coming from the shadows, but from the adhesive in the packaging and has had no contact with the productAs our customers safety is a top priority that is why we had our Quality Assurance team verify the safety of the product, and that is why we are advising customers that we verified the product is safe to useAs our recommendation to to keep your palette open for 48-hours to diminish the smell has been tested and proven again by our QA *team*, that is why we then are advising our customers of this solutionAs we have shown the product is safe to use, and we have told the customer how to diminish the smell the issue is resolved

Complaint: I am rejecting this response because: I purchased it from the Kyliecosmeticoutlet.com which says it is linked to Kylie cosmetics Regards, J [redacted]

The customer was advised to file a missing package claim with USPS and once they received the claim number to email it back to us. The exact email verbiage the customer was advised, "We are so sorry to hear you did not receive your products. Please file a missing package claim with the post... office, you can file the claim over the phone or on their website. Once you receive a claim number please give it to us and we'll get back to you." Once we receive the claim number back from the customer we can then issue the replacement package.

Hello, In reviewing the email trail we have responded to the customer within our promised response time of 24-hours, and this is listed on our site see attachedThe customer was emailed today and advised, "So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?" The customer advised they don't have an alternative addressWe responded and asked for them to confirm their ship to address to be sure it is correct when we send our your replacement package

Hello, I was not able to locate an email from the customer under her name or emailI sent he customer an email advising that we need a photo reflecting the issues she is speaking about and her order numbers

Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics (5/9-6/1) 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 answeredThe customer was advised via email today 6/1, No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11485192, and find that this resolution is satisfactory to me however, I still did not get any confirmation or tracking number regarding the solution from their side Regards, F [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 answeredOn 7/the customer was advise via email that we can take care of her request “No worries! We are so sorry for this issueWe'll have a replacement package of Posie K sent out to youProcessing is around three business days as we have manually inputted your order, once your replacement package goes out you'll receive an email with tracking.”

Complaint: I am rejecting this response because: I am not happy! The least you could do is contact USPS for me to find out where it is and let me know what they say! I work in this industry so I know how easy it is for you to contact them regarding my order ! I am unable to contact them, the phone numbers don't work nor does the email because I am in the UKI have no way of finding out where my parcel is and I'm not going to just let $go! I want either my parcel or my money! Regards, B [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] 83455183398Please 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

The customer was advised by our customer service team that the website the customer has purchased from is not our websiteWe can confirm that the order number that was provided to our customer service team from [email protected] is not an order number from Kylie Cosmetics Unfortunately, we cannot accept any claims pertaining to this order as it was not placed on our website

Complaint: I am rejecting this response because:The box was already opened upon delivery her lip glosses are not shrink wrapped inside the package so whom ever opened my box had full access to try on the lip glosses or put something in them therefore the product is no longer safe to use and then prior to today's email they tried to tell me they couldn't replace my product because I had reached my 14day limit which it had only been days Regards, A [redacted]

Hello The customer was advised on 5/that we are not responsible for duties/customs’ fees, the email was verbatim what is stated on our FAQS page (see attached page 2)When shipping internationally we are required to list a value on the packageNote the value listed must be for the price of the goods being shippedAny of the fees that you incur when picking up your package are solely regulated by your country, and unrelated to Kylie CosmeticsThis information listed on Kylies shipping page that we are not responsible for any and allfees for international customersThe customer was never advised that a refund will be issued, as also noted on our site website we do not issue refunds (please see attached)The customer was advised to return back to us the faulty products and then we will issue them a replacement package of the same productsToday 5/the customer was advised that as long as they provide a receipt we will reimburse them for the postage cost they incur when returning back to us the faulty products

Per our policy, we don't issue refunds, we only issue replacements, and we will be upholding this policy to ensure that we are fair and consistent to all of our customersWe have attached a screenshot file of our refund policy, restating that we do not issue refunds for ordersWe have decided to make a one time courtesy exception and have issued the customer a one time courtesy replacement package for the products in questionTheir replacement order is RKTheir replacement order is currently processingOur processing time for replacement orders is 7-business daysBusiness days do NOT include the weekends and holidaysOnce shipped, the delivery time within the United States is 3-business daysAs a result, we have issued the customer the products in question missing from their order and no further action is required on our partOnce the customer's replacement 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

HI BBB, I understand their rules but I have sent a attached pic showing broken eye shadow and I would like a credit or refund !!! I have not been sent a message from the company with their answer after I have sent the attached pic. How is this solved?! Complaint: 11949718 I am rejecting this response because: Regards, S [redacted]

M [redacted] did not place an order through kyliecosmetics.com, 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 number provided is 5311. As this is... the case we would direct M [redacted] to place a BBB complaint with the company she did place this order through, so that they can resolve this issue for her.

Complaint: I am rejecting this response because: the items are damaged and clearly have chemicals that should not be on skinThe company is known for sending out damaged items and they have copied the same exact ingredients from another distributet who charges $compared to their $My money needs to be refunded since they sent me damaged dis functional products Regards, D [redacted]

Hello,The customers order has shipped today 7/7, see below for email customer was sent: Your order Khas shipped! Tracking: [redacted] 39Please allow 24-hours for your tracking to update