Anix, LLC

HelloOn 5/the customer was emailed the below:We are very sorry to hear thisHowever, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page: "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." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

Per our policy we only issue replacements we do not issue refundsThis policy is listed on our FAQ page, https://www.kyliecosmetics.com/pages/faqsAs this is the case we will be upholding our policy an issuing a replacement packageWe are currently wait for a response from the
customer, advising if they wish to use an alternative addressOnce the customer responds back to our email we can then issue a replacement package

Complaint:
I am rejecting this response because: There was no response on 1/about a courtesy replacementIf this replacement is offered AND received, I am more than happy to accept itHowever, as of now I have not received any response from customer service regarding my last email I sent (on 1/9) which reiterated the complaints that I have been voicing for the past month
Regards,
R*** ***

Complaint:
I am rejecting this
response because:The two following orders were both purchased as giftsI retrieved and wrapped them prior to my girlfriend getting homeTo my surprised, both boxes were empty and only contained the empty lip kit boxesThey were retrieved from my secure mailboxThis is beyond ridiculousThe packaging was finally changed, but its cost me to lose moneyI need to be refundedKK
Regards,
A*** ***

Hello, Before we can provide the customer with a resolution, we'd like to double check to see if we can find the order they are referring toToday 9/the customer was emailed and advised:"Hello Gabriela,We'd like to double check for youYou stated, "I was charged twice for this order
and have a another charge for $placed on the same day." If you have the order number(s) please provide thoseIf you don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last of the card is still 6363, and if you can reconfirm that $is the charge you are referring to

Hello,It appears the tracking has not updated and there is no USPS delivery update, in this case we want to ship the customer another packageThe customer was advised that we will be issuing a replacement today and to verify her ship to address

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12736537, and find that this resolution is satisfactory to me
Regards,
C*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11607518, and find that this resolution is satisfactory to me
Regards,
A*** ***

Hello, The photos’ from the customer’s email are from an Instagram Site called lipkit.bykylie, and our official Instagram site is called KylieCosmetics; therefore we are unable to authenticate the shade the customers’ are wearingIn addition, when people post photos the saturation and light
can make each shade look drastically differentTherefore we do ask the customer for a photo under good light so that we can double check the colorThe photo the customer sent in directly reflects the shade Candy KThat is the reason why she was provided the response, “It appears you did receive the correct shadePlease keep in mind that colors will appear different on everyone depending on your skin tone and lip pigmentation.” I

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157477, and find that this resolution is satisfactory to meI just wanted to know when my items would ship, I was not edging them to put me on the top of their priority listI didn't like the other answers because it was a copy and paste response which got annoying and didn't really answer my question as to when my things would ship along with other costumersThank you for responding and giving me a timeframe.
Regards,
K*** ***

On 12/the customer was advised (see screen shot attached), "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking. Once 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

The customer contacted our customer service department 3/and provided photographs of their productThe customer did not clarify an issue. Our team responded 3/inquiring how we could assist the customerThe customer advised 3/that they wished to return their product as it was damaged
and receive a refundThe photographs provided by the customer show no damage whatsoever to their productWe informed the customer that we do not accept returns as listed in our FAQWe reserve the right to refuse a refund or replacement product as stated in our terms and conditions if we consider the product to be delivered in a reasonable conditionThe customer responded 3/expressing their upset with this policyOur customer service team confirmed 3/that we will not provide a replacement or refund as there is no visible damage to their productWe have received no further correspondence from the customer

Customer reached out to us via email, we have issued a replacement packageThe tracking for this replacement is as follows: 94***8***

Today 12/via email the customer was advised the below:We are so sorry for this issueWe'll have a one time courtesy replacement package of Ksent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking." Once 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

S*** did not place an order on Kylie CosmeticsHer order number that she provided, #3894, does not match our order numbers in our recordsOrder numbers issued from Kylie Cosmetics consist of K and of to digits. We also reviewed the provided order confirmation of the order number she
had provided and we replied on 9/with the following response below. "Thanks for providing the screenshotUnfortunately the order invoice that you provided is not from our website www.kyliecosmetics.comPlease contact your bank for further assistance regarding the charge."For the best assistance, we recommend that S*** contact the company that she did make her order with, as they will be able to provide further information

Hello, The customer was advised our processing time can take up to business days and was advised once the order ships she will receive an email with the tracking number, but still emailed us to ask about the order even though it was still during the processing periodThe customers' order has
not shippedToday 5/the customer was advised to allow more processing time for her order

Per our policy we only issue replacement packages we do not issue refundsAs the customer did state part of the address is missing and will never get to themBased on this information we can offer the customer a one time courtesy replacement packageBefore we can issue the replacement
package we do require the customer to email in to provide us with their full ship to address so there are no further issues

Complaint:
I am rejecting this response because:
Regards,
K*** ***

The customer emailed us twice on 8/and once on 8/9, and per our website, see attached, our response time is 24-hoursThe customer is requesting shipping status on their order placed 8/4, on her order confirmation and also listed on our FAQ page is stated that processing times for orders is 3-
business days.The customer’s order is on business day which is still within our processing time, and will ship by 8/which is the 5th business dayOnce the customers’ order ships she will receive an email with tracking information

Complaint:
I am rejecting this response because: no one went out of their way to make sure I received my product, no one made me feel like a customer who was going to receive the absolute best service, no one put forth any extra effort and no one made it a priority to see that a year old received her gift on time for Christmas An innocent year old at that who thinks the world of Kylie Jenner and the products she puts her nam on My views have been tainted but my daughter still thinks the world of Kylie Cosmetics Little does she know that no one made her a priority throughout the process No one cared enough to make it right and that is wrong
Regards,
R*** ***