Anix, LLC

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]

Hello, On 6/The customer was advised that we will issue a replacement and the processing time is 7-business days, we are still within the time frame processedI have double checked one status and your order will be shipped out in the next business days

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*** ***

Hello, The order number the customer provided was for one product, see attached, not as she advised in her emailWe have emailed the customer and requested her to verify the order number and to ensure that she provides photos that reflect the issue she is having of the product being
half fullWe are waiting for the photos before we provide any resolution

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

Complaint:
I am rejecting this response because: Kylie cosmetics are the ones who have messed me around and caused this inconvenience. They sent empty lipstick bottles, I contacted them they said send it all back and they'll replace itSo I did I didn't accidentally send my bag back for no reason! Instead of just replacing the empty ones with new ones you sent just the faulty items and left the rest of the items outIn a result they have now lost my cosmetic bag I sent back to themThis is complete bt! I bought the package for the cosmetic bag and the mini lipsticks if I knew I couldn't get this I wouldn't have ordered it instead maybe something cheaper like a lip kit in a nude!!! The policies you have are null and void because you stuff up and have inconvenienced your customerSo forget about it you should be looking after you customers firstThe birthday bundle kit is not what I ordered now it doesn't come with a cosmetic bag I don't want it because it's not what I ordered! I will not be using the other bt so it's just been a long exercise and very expensive!!! I don't have American dollars! This is the worst customer service I have ever experienced!!!! GIVE ME MY MONEG BACK!!!
Regards,
L*** ***

We understand their concern, but want to assure them that our Quality Team has confirmed the Royal Peach Palette is safe for useThe product and it’s packaging have passed all safety testingAdditionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no
contact with the productWe are confident that the smell will continue to diminish over timeTo diminish the packaging smell, please keep the palette open for hrsin a cool, dry place away from UV rays!We sincerely apologize for any inconvenience or concern this may have caused.Unfortunately, we do not accept returns, store credit, or refunds; all sales are final. The Return Policy can be found attached to this message and here:http://kyliecosmetics.com/pages/refund-policy

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*** ***

We sincerely apologize for any inconvenience the customer has experienced regarding shippingThe customer's order has shippedTracking: 94***(Please allow 24-hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-days, and 10-
business days internationallyWe recommend for the customer to periodically check tracking for delivery updates

Hello, We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refundSee 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157602, and find that this resolution is satisfactory to me
Regards,
*** ***

Per our policy we don't issue refunds we only issue replacement packagesTherefore today 12/the customer was advised we are issuing areplacement packageThe exact email verbiage customer was advised, "So sorry you did not receive your items. No worries, we can send another package as
a one-time courtesy Do you have an alternative address, so that there isn't another issue?" Once the customer responds to our email we will issue a replacement package

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

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

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

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, The customer was advised via email today that her replacement package (of order K1486696) was shipped, and per tracking 94***82*** the order is en-route

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!"