Anix, LLC

Our Customer Service Team has not received any emails from [email protected]. Once the customer has emailed us, we would be more than happy to look into any issue. Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11560570, and find that this resolution is satisfactory to me Regards, C [redacted]

Hello, The customer’s order has not been canceled yet, she was notified that once the package is returned to our hub the order will be canceled and refunded

I personally think that the way the business conducted themselves throughout this whole process was unacceptableThere is no reason for any customer to wait a month for them to receive a product they boughtI understand delays happen, however it was not my fault that the products you are selling came damagedI should not have to wait almost weeks to get a replacementnot mention the communication was absolutely terrible and all you could offer me in each response was 'sorry.' Sorry just doesn't cut it when your buying from such an infamous and expensive brand such as Kylie CosmeticsI hope that you guys take this critique and improve on your level of product and customer serviceI know I am not the first to complain nor will I be the lastThis company has received terrible reviews from customers due to your lack of customer service and product qualityI expect better from Kylie CosmeticsEven the Revdex.com gave you an 'F' score originally, not sure what changed their mind because Kylie Cosmetics deserves the 'F' grade due to the unsatisfaction and stress I had to go through with this company Complaint: I am rejecting this response because: Regards, [redacted]

The customer has received the correct shade per the photos that were provided to our Customer Service TeamOur Customer Service Representative asked the customer to provide a photo of the product in question to ensure that the shade that the customer had received is correctThe photo the customer sent in appears to reflect a correctly received shade for our Strawberry Cream ColorPer the description of the shade offered on our website: "Strawberry Cream is a bright warm pink." When displaying our shades on our website and social media, we represent our colors as close as possible, so they customer will get an accurate representation of what the shade will look likeWe remind the customer to please keep in mind that colors will appear different on everyone depending on your skin tone, as this may alter the desired color once appliedWhen viewing shades online, how the color is perceived could also include a number of factors, including monitor resolution, color settings, camera settings, lighting, and skin tone of the model used, etcUnfortunately, we currently have a no return, exchange or refund policy and have this information available for review for all customers prior to placing an order with Kylie CosmeticsWe have provided a link below for this information on our website.Return Policy:http://kyliecosmetics.com/pages/refund-policy As this is the case, we have fulfilled all actions required on our side when fulfilling an orderWe advise customers who are unsure of how a shade may appear on them, to purchase a minimal amount of product, so they may first test it out as we currently have our no return, exchange or refund policy in place

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 15thWe 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 weeks This 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] 40Please 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

Complaint: I am rejecting this response because: I never get a response whether it's been hours or not I only get a response when I send a ton of messagesI'm not if any of my older messages were even read but that is what I've been trying to explain the entire time that I never recieved the koko in my order?? As far as the reign ones the mistake was on the part of your website not me! So while I understand there are no returns or exchanges, when it is a mistake caused by you or your system than you should do the right thing and fix itI never asked for it to be canceled all I asked is if you could switch the color, I don't see how that is such a huge problem for you, your literally taking the same product and replacing it with the a different color, I did not order and I've stated that from the second it happened, when I emailed you literally moments after I placed the orderI'm not understand why your making this so difficult, I've had better service from brands way bigger and busier than thisIf you make a mistake own up to it and fix it not drag it out to all thisI honestly liked the colors but would never buy again for all the hassle you put me throughI will send the box today, I included the posie and candy which are the identical ones to be replaced by correct ones, and I also included one of the reign and the exposed since they were not full, the reign I took pics off and the exposed you can look inside the tube it's impossible for me to take a pic of the inside of the tube Regards, M [redacted] ***

Hello, It looks like the package is lost with USPS, we can issue another package to the customerToday via email the customer was advised: "So sorry you did not receive your items.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: I am rejecting this response because:That doesn't matter when I had already asked for a refund because my bestfriendhday had already passedI bought her some limp gloss from MACDo I told you I didn't want another one I wasted my refundIf you don't want to give me a refund them I want a red lip gloss one I would wearI won't wear brown Regards, Kim Smith

Complaint: I am rejecting this response because: If Kylie Cosmetics wants to give that as a response to its customers and the world than I think your going to have a very negative effect I live in gloss and I have other matte lip sticks Anastasia mattes don't have this problemIf I cant sit down with my lip stick in my pocket than I don't Even want to wear itUnfortunately I'm requesting a full refund now sense your response basically states that you falsely advertised your productsIf it's for them to leak out of the tubes than people need to know thatI really must say your response was anything but professional Regards, P [redacted]

We send order confirmation emails to customers within minutes of placing their orderAccording to our records, we sent an order confirmation to [email protected], on 10/the day the customer orderedIf a customer does not receive an order confirmation via email we do recommend they check their junk or spam folder, and if it is not there to email customer service for assistanceToday 11/the customer has been resent their order confirm email to [email protected] Also all final totals are in USD, when the bank pulls the funds from your account they account for the exchange rateSorry for the confusionWe hope this answers your questionOur FAQ page and our shipping page advises that customs fees are based on your countries import lawsPlease be aware that depending on your country’s regulations, International orders may be subject to additional duty feesAlso we don't cover these customs or duties fees, therefor there won't be a reimbursement If you are unsure about a color choice we would recommend to email customer service for a shade recommendation

Complaint: I am rejecting this response because:I purchased the pallet as a wholeI did not buy individual eye shadowsI did not see anywhere on the website that they are not responsible for damagesWhat drew me to buy it was not only the shadows but the packaging as it is shown onlineits very different from the other kyshadow and that is why I purchased itHad I known that it was possible to receive something damaged with marks I would not have bought itI also did not know it would reek of chemicalsI was hoping the toxic smell would go away so I did not mention it before but the smell is very much still there and Im afraid to use it Regards, E [redacted]

Hello, It appears we were pending issuing the replacement based on needing the customer to verify the items to replace, per this email the items were verified. We are sending replacements for Heir, Reign, and Kymajesty. Also I am confirming that we are not charging the customer for shipping on... these replacements.

Hello,Our QA department ensures that all of our products our filled to net weight before they leave the facilityThe customer would not have received a product that was not filledIn addition the customer has been using this product for almost months and as indicated in the photo she sent the bottle was not filled from use of the productWe will not be issuing a replacement product

Complaint: 12557791 I am rejecting this response because:I have been advised by PayPal not to close the dispute until either I have received a refund or the product has been received neither of which has been received. At this point, I am not able to do as planned and have to spend additional money and time finding Christmas gift. Regards, J [redacted]

At this point we can confidently advise the package has been lost with USPSOn 11/the customer was advised we will be issuing a one time courtesy replacement package to the customerAs we want to confirm the correct address we are waiting to hear back from the customer for confirmation on this informationOnce the address is confirmed we can start to process the replacement package

Hello, The customer was advised to carefully put the wand back in the gloss bottle, because we have found that it can cause the brush to splay if they are roughly brushed up against the side of the tubeIf the brush is roughly put back in the container over time this will cause the brush to splay and it will be a more difficult application process The customer was also advised of this since per the photo attached only one bristle on the brush was out of place Also the customer emailed about her brush issue on 6/and we responded on 6/20, this is within our response time of 24-hours, see FAQ page attachedAlso the customer has not emailed us since our 6/response, and the customer has not emailed about the product that was not filledWe do recommend if the customer is having an issue with a product to email in to customer service and provide a photo that reflects the issue you are having with our product so that we can best assist you

Complaint: I am rejecting this response because: I responded to the company's request to provide pictorial evidence of receiving the wrong product in my order and provided them with four photographs displaying the wrong item, the shipper box and the packing slipI do not understand why the company has declared that I have provided unclear or insufficient photographs.I have attached the same photographs to my complaint here.I ask that the company immediately sends me the correct item which is clearly displayed in my order K3547394.Regards, [redacted]

Complaint: I am rejecting this response because: the company has not come up with any solution just told me to look into their policy pageAnd their policy page would be fine if I was complaining about paying customs in general my complaint is the product they sent me was faulty so because they say they won't refund me they will send a replacement but the replacement requires me to pay ANOTHER custom fee - my point is if the item was right to begin with I would not have to pay another £so the company are in fault of making me pay more than what I originally planned toThe company are essentially saying if you can't pay the £(on top of the originally price of two glosses and original custom of £12) then you can't have the item you paid for? Or they are saying you can have the items you paid for but they are faulty and are advertising to how the brush is meant to beI don't think I'm asking for much I just want my custom charge to be paid and if they cannot do that then please refund me and I will send back the faulty lipglosses Regards, K [redacted] Please find attached another image of the faulty product

Hello,Unfortunately it looks like the customers' order was lost in transit Unfortunately we cannot issue refunds/replacements for missing international ordersThis information is available on our Shipping