Anix, LLC

Hello, On 6/the customer was emailed and advised that we are not able issue a replacement packagePer our policy we do not issue refunds/replacements for missing international orders. See the information below from our shipping page, and note that this information is available
prior to ordering. "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

The customer's address was flagged as incomplete by USPS, so their order has been cancelled and refunded.Below is the shipping address provided to us:C*** *** 3072Oregon OR 97305United States As the address line was incomplete, the package was undeliverable and therefore refunded.If
the customer wishes to place a new order, they may do so on our website www.kyliecosmetics.comWe recommend the customer verifies their address, so their order is not cancelled again

The email states that they will provide a one time replacement and that the postal service lost the package Per evidence below they generated a pre-shipment label and never actually shipped the package I want them to make this right and either ensure that I receive the merchandise I paid for or provide a refund They also said the new package would ship within two business days and I would receive confirmation This was Thursday and at close of business day today- I have not been provided this information
Complaint:
I am rejecting this response because:
Regards,
T*** ***

Hello, As the customer was advised we were shipping their order within 7-business daysThe replacement order was shipped on 5/31, and the customer was sent an email notification of the products shipped and the tracking number to email [email protected]

As the order, order K6920245, was placed on November 22nd, the processing time for the order was during a holiday and/or limited edition launch time frameAs the order was placed during these time frames, the order required further processing times, as we experience an influx of orders during these time frames. To ensure that the customer is aware of these conditions before placing an order, per our response to the initial Revdex.com complaint, have made this information publicly available for all customers to review prior to placing an orderWe have provided this statement from our FAQ below for review and have also included a link to our FAQ, where this information can be found. "All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience." https://www.kyliecosmetics.com/pages/faqs This statement provided above is to inform all customers that the processing times during holidays or limited edition launches made vary and once a customer places an order, they place an order aware of our provided information, per our Overview and Section of our Terms Of Use, which customers also agree to once placing an orderThe excerpts being referenced from our Terms Of Use are provided below for review. "Please read these Terms of Service carefully before accessing or using our websiteBy accessing or using any part of the site, you agree to be bound by these Terms of Service.""These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us" As this is the case, this information was made available for review prior to ordering and as such, we have fulfilled all actions required on our side for the order in question. If the customer experiences any issues with the order in question, we recommend that the customer contact our Customer Service team at [email protected], where one of our customer service representatives will be able to offer further assistance with the issue experienced within the policies that we currently abide by

Complaint:
I am rejecting this response because:
I paid for what I want and I understand the fact that there lipnkits are left with half products Kylie cosmetics have had some many complaints in regards to a lip kit called kmajesty and customers were getting replacement items courtesy of Kylie cosmetics I just ask if they don't want to give me a refund I want a replacement and they need to provide a return label I'm not the one that supplied a dry lip kit
Regards,
B*** ***

The customer’s attempts to purchase items from our website www.kyliecosmetics.com on 12/16/were unsuccessfulHowever pending charges may show on the customer’s account for 7-business days. These charges are pending and no funds have been removed from the customers account. The
customer contacted our customer service department on 12/16/17, 12/17/& 12/18/The customer was informed 12/18/that the charges were pending and would be dropped from their account within 7-business days as their card was declined. We are unable to provide a refund for pending charges as these are funds that were never receivedWe recommend the customer contacts their bank in regards to these funds as they are responsible for ensuring these charges are dropped from the customer’s accountAs there is nothing further our team can do, this inquiry has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11880570, and find that this resolution is satisfactory to me
Regards,
B*** ***

The customer made contact with our customer service department 3/15/advising that they received the incorrect orderOur customer service team responded 3/16/requesting photos of the package and product the customer receivedOur policy requires photos in order to assist with order issuesThe
customer provided photographs 3/16/A representative from our customer service team processed a replacement package to be shipped to the customer 3/16/The replacement package was shipped 3/19/

HelloOur system canceled the orders because they were deemed fraudulent, and we are pending any resolution based on an investigation into this matterWe are also pending any action, because we are waiting on the below information from the customer so that we can look into this issue.Please provide
the information below and we can pass this along to our team to have approvedA photo of the front and back of cardholder IDContact phone numberReason for the purchaseWe need to take these extra precautions to protect our customersIt would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this orderWe appreciate your cooperation

Hello, We do require photos to authenticate the claim of a missing product in a customers' packageThe customer was advised today that we will be issuing a replacement for her missing product, and the customer replied "Awesome!! Thank you."

Our accounts currently indicate that a chargeback has been issued for the order in question, order KAs a chargeback was initiated, the customer has been issued a refund by their bankSince a refund has been issued for the order in question, we are currently unable to issue both a refund
and a replacement for this order. As the customer has initiated a charge back, we are only able to work with the bank regarding this matterFor any additional questions, we recommend the customer contact their bank

Hello, Because quality is very important to us, and the customer advised that there are multiple bristles splayed we provided the customer with a return labelThe customer was advised to send us back the product using a prepaid shipping label we provided, and once we receive the gloss we will issue a replacement gloss to the customer

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 customersOur refund policy can be found here: http://kyliecosmetics.com/pages/refund-policy.When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your OrderYou are responsible for reviewing the latest Terms and Conditions each time you submit your Order."We require the customer to provide an alternative address or confirm their address to ensure their package will arrive to themWe direct the customer to respond to our email where we stated this informationWe just resent this response to [email protected] advise the customer to check their Spam folder or junk mail for this emailIf they do not receive their email, we suggest they contact us at [email protected] with the above requested information.I have attached a document of the email we sent the customer requesting the address they wish to receive their one time courtesy replacement, which the customer has recently viewed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11878670, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because:I was not emailing regarding shipping and handlingIt was a product error made by Kylie cosmeticsI emailed times asking for my order Kto be the new summer shadesI got Maliboo and Kristen however they sent Dolce...instead of GingerMy emails to the company below show I asked specifically if I should reorder the entire order since the products were restocked and availableKylie cosmetics said "no your order is processing--we got it"Obviously they didnt have it and didn't bother to correct my order with the correct lipt kits!! instead they sent me what I didn't wantI emailed Kylie cosmetics customer service before the order even shipped--they had enough time to update the order and ship the correct productI will not be ordering anything again and will be disputing the charge with my credit card company until I receive the G*** lipkit that I ordered.HelloI am extremely irritated and hoping I will NOTBe getting the WRONG order!!! I better be getting *** *** and ***I have messaged your company times! Most recent email below:Hello Kylie cosmetics teamI have NOT heard anything back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and want. Do I need to reorder or will the order Kbe updated and fulfilled with all new summer shadesGingerKristen MalibooThanks!!Please advise ASAP!!!As anyone can see from my email I specifically asked should I reorder and cancel the previous order or did they update it to the correct productsThey sent the wrong product and I'm not paying for something I didn't order!
Regards,
Megan Schmitt

Complaint:
I am rejecting this response because:You cannot reject responsibility just because I am from outside of the US, that is unfairYou have had to change your packaging so you know that you are at fault for mine and many other customer's missing packagesI know for a fact that you have replaced other people's missing products and I want you to do the same for me or I will settle for a refundIf you do not then I will go to the press
Regards,
B*** ***

Our email response time is within hours, the customer emailed hours agoWe did respond today 1/the same day the customer emailed and we advised, " Thank you for emailing us! We really appreciate your feedback as we are always trying to improve. Rest assured, your Royal Peach
Palette is 100% safe to use! We have spoken with our Product Development Team and they have informed us that the smell may have been caused by the palette being enclosed during transit. We recommend keeping your palette open for 24-hours to diminish the smellThis is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays!"

Our processing times do not include weekends, holidays, or the day the order was placedTaking all these things into consideration as of today 11/we are only on day of processing the order as the order was placed 11/21. In addition, keep in mind that during holidays or limited
edition launches, processing times may vary. Therefore this order may require additional processing time, and this information is listed on our FAQ page attached

Hello, I checked the customers' past emails and we responded within our response time of 24-hours each, time, and provided an accurate responseFore the most currently issue we requested photos, we are pending photos before we can issue the Exposed liner