Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550426, and find that this resolution is satisfactory to me
Regards,
M*** ***

Any fee that your country charges, is not regulated by Kylie CosmeticsThe fees that you incur when picking up your package are solely regulated by your country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs/ fees are not refundable; we apologize for the
inconvenience and hope you can understand! https://www.kyliecosmetics.com/pages/faqs

Our response time for emails is within hours, and can be extended during and after launches The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her
email was not answeredPer our policy, see attached, we only issue replacement packages we do not issue refundsWe are issuing a replacement package to the customer, and it will ship out in the next business days. 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

Hello, To confirm that the only party that would need to pay a customs fee is the customer, Kylie Cosmetics does not pay customs feesUnfortunately there was an error in the package so the customer did not incur any customs feesWhen the package was labeled with the correct values the customers pay the customs fees. When shipping internationally we are required to list a value on the package Please note that the value listed must be for the price of the goods being shipped Any of the duties/customs fees that you incur when picking up your package are solely regulated by your country, and are unrelated to Kylie Cosmetics. Unfortunately, duties/customs fees are not refundable, and this information is located on our shipping page(see attached)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11688690, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello,On 7/the customer was emailed the below, to advise that our product is filled and we advised that the thicker constancy of the product can cause the discrepancy with the customer feeling like there is missing product. "I apologize for the confusionOur metallic matte lipsticks have a
different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing product."

Our Customer Service team has issued a replacement for this orderReplacement order RKwill ship out within 7-business daysAs soon as it ships, the customer will receive an email with tracking

We would like to confirm that the customer’s last email from 7/15, (“If you really want to build a brand you need to first treat your consumers…”) did receive a response from Kylie Cosmetics on 7/16, stating, “Our lip pencils are intended to be 10-20% darker than the liquid lipstick itselfThis
helps define your lips and keeps application crisp and clean! I hope this clears up your concern!” Please also see attached documentation showing the customers’ full email, and our responseIn addition the customers’ photos of Koko reflected the correct shade, and therefore she was provided with a response advising her that there was no issue with the shade she receivedFor Mary Jo K, we recommend to remove the product with Baby OilWe have a few tips for application:Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy. Try applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. Try 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

Their order has shipped. Tracking: 94***81404683678Please allow 24-hours for tracking to update. We 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11531153, and find that this resolution is satisfactory to me
Regards,
L*** ***

The customer was advised to file a claim with usps, and provide us with the claim numberOnce we have the claim number we can then issue the customer a replacement package

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days during limited edition launches and
holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order. "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" We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K7132428, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times were required. The order in question has shipped as of 12/The tracking link for the customer’s order is provided below.Order KTracking: 94***8***8 When accessing the tracking information, USPS tracking provides the following information below, indicating a delivered package. "December 17, at 9:amDELIVERED, IN/AT MAILBOXSEYMOUR, CT 06483" As this is the case, we have fulfilled all actions required on our side for the order in questionIf the customer experiences any issues with the delivery of their package, or has any other orders they are experiencing issues with, we encourage them to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and
holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order. "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" Our records indicate that the order in question, order K6939595, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times are required. To ensure that the customer receives their order, we have also issued a replacement for this order, as the tracking on the side of USPS once shipped, did not indicate a moving packageAs this is the case, the package was indicated as lost in transit and we have issued a one-time courtesy replacement as a form of compensation. We issued the following response below on 12/to inform the customer of the replacement package. "We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." The replacement package was also indicated as shipped on 12/and can be tracked using the tracking information that is provided below. RKTracking: LX***US If the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local post office or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance

Complaint:
I am rejecting this response because:I recently contacted the business regarding a defective product that was shipped to meIt wasn't until I filed a complaint with the Revdex.com that the company replied to my emailsThey had emailed me to resolve the dispute by issuing me a replacement product after I ship back the defective product and once they receive it they will contact me regarding the replacement productI have shipped back the defective product and it was received by the company on 7/27/I have yet to receive a response from their "customer service"I gave them a full week to respond and handle the issue and yet nothingThey said their turnaround period is 24-hours, it's been weekI emailed the company on Monday for them to confirm receipt of product, hours later no responseI would like someone to handle the issueThis will be the last time I purchase anything from this company so I will no longer need to contact their customer serviceI do not want their product, a simple refund will do
Regards,
M*** ***

Hello, The customer was emailed 7/and advised: "Sorry for the inconvenience! We'll have a replacement package sent out to you ASAP!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

It appears that the order number you provided is not an order number from Kylie CosmeticsThe website they are referring to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many customers tend
to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbersAs we can see in customer's Revdex.com complaint, her order number only contained five numbers (#30208).I have also attached a screenshot verifying we do not have any orders listed under the provided email address.We recommend the customer please contact the company you did make the order with as they can best assist them with their inquiry

Complaint: I was at a wedding and in the midst felt my lips rough and dryI took a tissue and wiped it off because it looked horribleA sing was posted during ceremony No cellphone pleaseI could not take a picture.
I am rejecting this response because:
Regards,
P*** ***

Complaint:
I am rejecting this response because: being a frequent buyer of Kylie Cosmetics I expect to receive quality productSeeing as I received two half empty containers of metallic liquid lipstick and a lip liner that completely slides out of the container is unacceptableOnce I expressed my complains, the company refers me to a policy and that the date of purchase has expired its time frame to report damaged productsI explained that I am a frequent buyer and have spent $on their products, that being said I have a large variety of their liquid lipsticks so I don't use the same color everyday so I would not have come across a problem until I needed sharpen my lip linerAs well my metallic colors I did not notice this problem until many other have made the same problem with their productI accepted that I was not going to receive a replacement because of this policy. Until the purchase and arrival of the new Kyshadow palletThe pallet is advertised as coming with a special note with anyone who is able to purchase oneSeeing that I was able to purchase one even though it completely sold outI responded and explained that I was missing this note and would just like to be send a replacementSeeing that it is advertised with it and my money pays for everything includedThis note is a lenticular printed note that has an animation affect when it movesI was denied a note with no explanation on why I didn't receive oneThey have done nothing for my faulty products and are not sending their customers their entire purchasing experience that is promised and with no explanation.I am very disappointed in their company's customer service and I will no longer purchase anything from Kylie Cosmetics againNor will I reccomend their products to anyone seeing as they will only receive half empty containers and broken lip liners upon purchase
Regards,
J*** ***

As the customer did not receive their initial package, we had issued a one-time courtesy replacement package of all of the contents of their order, KTheir replacement order number is RK6411819. The customer had inquired about their order, and we had issued the a replacement order
for the issue they have experienced, as tracking reflected that the customer had not received their orderTo ensure the customer received their order, we issued a one-time courtesy replacement on September 5th, and we issued the following response to the customer to inform them of this. "We are so sorry for this issue and thank you again for your patienceWe'll have a one time courtesy replacement package sent out to you to the address you provided below. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." As this package was issued as a one-time courtesy, we therefore cannot issue another replacement for the order in questionWe also currently do not currently issue refunds for orders that are in transit, as all sales are finalWe make this policy public for all customers before they place their orders, and this policy can be found on our website by using the link provided below. Return Policy:http://kyliecosmetics.com/pages/refund-policy We recommend the customer contact their local Russian Post and to stay in contact with their local Russian Post, as they will be able to provide the most accurate details regarding their replacement order if it experiences any delays during it's transit

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 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 processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis 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 shipped. Tracking: 94***83455186894Please 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. We have just resent their email and shipping confirmationsWe recommend the customer to check your Spam folder or junk mail, as their confirmation email could be there.It appears the customer did not receive our initial emails because the email address listed for the order was ***@gmail.com instead of their email address ***@gmail.com