Anix, LLC

Hello,The customer was advised via email today 7/12: "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?"

Unfortunately the product went out of stock while the customer was in the process of checking outWe do try to restock as much inventory as we can at one time, but these products are in such high demand, as they will only be available for purchase until 8/ We advised that that product would be restocked from 8/1-8/10, but there were no definitive dates providedWe do recommend utilizing the Kylie Jenner Appand Kylie Cosmetics' Instagram for restock dates and times

Hello, Unfortunately per our policy we do not provide refundsWe were able to ship out the customers replacement package, and the customer received an email today notifying her that her replacement shipped and she was provided the tracking number [redacted]

To ensure the customer knows they have an order with Kylie Cosmetics; immediately after placing an order the customer is shown a screen with their order number, ship to/bill to address, and items orderedOur response time is 24-hours, the customer emailed twice (3/and 4/1) in a row to Kylie Cosmetics from the same email chain bringing her to the front of the queueWe do answer the oldest emails first so unfortunately the customers email got pushed to the front of the queue with all the new emailsWe do try out best to respond within this time frame, we were able to get to the customers’ email on 4/to update her email address.Kylie Cosmetics

Hello, As the customer advised they will be out of the country for weeks and unable to retrieve their package from their home if it was delivered, a one time customer service courtesy exception was made to refund the customer, and we did send the customer an email advising that a refund was issued for their order K

When customers experience an issue regarding the formula and it's wear, we offer assistance to the customer on how the lipstick should be used and how to prevent and streaking, flaking, etcto ensure that the product is being used and applied correctly for maximum efficiencyWe issued the following tips below to the customer to use the product to the best of its abilities"Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips togetherThis should help with any patchiness you are seeing."As we do formulate our products in small batches, the formula for each lipstick may varyHowever, each lipstick is quality assured to fit the standard and quality we hope to provide to all of our customersEach product is also quality checked before being shipped to ensure that the product being shipped does not ship out with any defectsUnfortunately, we do not currently issue refunds, as we have a no refund policy per our refund policy which is made available on our website using the link that is provided belowRefund Policy:http://kyliecosmetics.com/pages/refund-policyTo ensure that future customers do not experience issues with their lipsticks, we take comments such as the ones provided to our customer service team from this customer and forward them to our product development team, where we continually work to develop our formula to ensure customer satisfaction with all products received

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11465344, and find that this resolution is satisfactory to me Regards, K [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12250138, and find that Nothing more can be doneI am sending the items back as soon as I can do so Thank you, A [redacted]

Per our policy we only issue replacements within days of receipt of productAst this order was received around 7/it is no longer eligible for replacmentIt appears your item is outside of our replacement time frame and is no longer eligible for a replacementPlease keep in mind that we have this policy in place in order to be fair to all of our customersThis policy is listed on our faq http://kyliecosmetics.com/pages/faqs

Hello,Customer was advised on 5/25: We are very sorry to hear thisHowever, we cannot assist with locating your missing international order."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."We apologize for any inconvenience this may cause.Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

Hello, As we do provide tips to aid the customer in their product application, the customer advised the tips did not workWe will provide a one time courtesy replacement of Exposed lipstick

The customer’s order K6323066 has shipped and has been provided a tracking link, tracking number 94 [redacted] 37, so they can follow the transit of the order in question. We have fulfilled our required actions on our behalf in providing the customer's requirements. Our records... currently reflect that the customer has already picked out three corresponding freebie items for each paid for product in their order. we have attached a screenshot of the customer's order reflecting this information. Per policy, we do not authorize swaps, additions, or removal of products to orders and we do not authorize returns, exchanges, or refunds, all sales are final, see policy attached. As this is the case, we are sticking by our policy to be fair and consistent to all our customers and will not be issuing a replacement for the customer's desired products.

Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyI have also attached a screenshot of this policy for review.Their order has shipped. Tracking: 94 [redacted] 57Please... allow 24-48 hours for tracking to update. We also recommend that the customer please continue to check the tracking status periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved. We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal 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 normal processing time frame. A 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 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).

I have reviewed the email chain, see attached, and we had continuously responded to every customer requestThe customer was emailed today 12/and advised, "We are so sorry for this issueWe'll have a one time courtesy replacement package of order Ksent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11556404, and find that this resolution is satisfactory to me Regards, A [redacted]

Hello,In the customers' 9/email she stated (the following is exact customer verbiage), "It felt very heavy which was unusual when I opened it it contained a box of rocks and a newspaper clipping fro Newport Oregon and no Kylie cosmetics." I can confirm that we only paid for shipping that would accommodate a package with a maximum weight of oz., therefore a package was not shipped with rocksAs the rocks the customer sent would weigh well over oz, and please note our black boxes by themselves weigh oz In addition, in our facility we exclusively only ship Kylie CosmeticsBased on this information it is impossible that the customer received a package from Kylie Cosmetics containing rocks, there will be no replacement package issued

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11554435, and find that this resolution is satisfactory to me
Regards,
J*** ***

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID 11529101, and find that this resolution is satisfactory to meI received contact back today and I look forward to receiving my package in the mail
Regards,
C*** ***

It appears we responded to the customers email request to cancel the 2nd order placedWe responded requesting further information from the customer to enable us to locate their order that they wanted canceledThe customer responded twice in a row on the same email chain on 8/and 8/18,
unfortunately this caused the customer to be put the front of the queue with the new emailsSince we only answer the oldest emails first that is why the customers’ email was not answeredAlso our email response time is 24-hours (see policy attached), and we do recommend that customers only send one email to ensure a timely responseI was able to locate the customers second order K2424053, and the order already shipped 94***Since the order has already shipped we are not able to cancel it, and the customer was advised this information via email today 8/

Complaint:
I am rejecting this response because:The original order was never shippedIt was not lost in transitThere was never a single scan, the order was never shipped from your facilityLost in- transit would happen if it were picked upThere is no evidence it was ever shippedThe free offer was click- bait or advertising to say it was available. What proof of shipping scan do you have from USPS? And you can’t just say it was shipped, show me the proof it was picked up I spoke to USPS who said it was never shipped
Regards,
C***