Anix, LLC

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*** ***

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

During the holidays, we have influx of orders and as such, we can experience orders that have products that are put on back orderWhile the processing times of the order during holidays and limited edition launches may vary per our FAQ, we work hard to ensure customer satisfaction and eliminate as
many delays as possibleUnfortunately, our Birthday Mini Velvet Lipstick Kits are placed on back order and we are unable to issue an immediate shipment of this itemIn accordance with our Terms of Service Section 11: Errors, Inaccuracies, and Omissions, "To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." We proceeded to cancel and refund the order in question to prevent the customer from experiencing additional delays with their orderThis information can be found on https://www.kyliecosmetics.com/pages/terms-of-useThe refund issued will take 7-business days to process, business days will not include holidays or weekendsIf the customer experiences an issue with receiving their refund, we recommend they contact their bank they use for the payment method used to ensure the refund was applied correctly

Hello, Per our policy we do not replace lost international orders, and we are upholding our policy and there will be no replacement package issuedPlease note this information on our shipping page, see attached, is available to view before orders are made

Complaint:
I am rejecting this response because:There was no proof whatsoever that the business has sent the card to meI had asked for a tracking number but they did not provide any to me either. Further, they keep mentioning about a "replacement card"Please be informed that it is NOT a replacement when they did not include the card in my order in the first place as advertised by them on various social media platforms. I am sure that I am not the only customer who has lodged complaint against this business for not receiving the proper items in our ordersTherefore, I hereby request that the business send the card to me via a trackable mode and provide me with the tracking number and show me proof of postage. Thank you.
Regards,
Ma* *** ***

Hello,Under the customers information including their name and email we are not able to locate an order, before we can assist the customer we do need a valid order number from Kylie CosmeticsThe customer was sent the below email today 7/22:"We are so sorry to hear you are experiencing this
issue. Before we can assist you further please provide the below. What is your order number so that we can take a quick look?"

Hello,The customer was advised via email today 7/that we will issue a replacement, and exact verbiage of email, "We fill all of our Metals to the same fill “weight”, and we fill them to this level to avoid leakageBut we will send one as a one time courtesy replacementProcessing is 7-
business days, once your replacement package goes out you'll receive an email with tracking."

Complaint:
I am rejecting this response because:
When I purchased from Kylie Cometics, the shipping policy mentions natural occurancys, delays and possible customs chargesIt does not mention anywhere that the postal company used is not secureIt also doesn't mention theft due to the packaging of the productWhich kylie cosmetics has admitted a problem with, and although you have changed the packaging now, that doesn't help me in regards to my products as mine were in the old designed box and I recieved an open package?! Your shipping policy does not mention any of this, theft due to the DESIGN that Kylie Cosmetics CHOSE is not a natural occurance, delay or customs chargeSo please explain how your packaging and theft should mean that I don't receive my products.
Regards,
A*** ***

On 10/the customer was told the below, and I will also add that they can return Brown Sugar back to us and we will issue a replacementPer our policy, see attached, we do not issue refunds we only provide replacement product. "Hello P*** , Unfortunately, True brown is outside our
replacement time frameIn regards to brown sugar, all sales are final as we do not accept returns, exchanges, or refunds.Pertaining to Reign, please return the product back to us and ensure to include your full name, email address, and order number. Once we receive your package back, we will issue a new replacement package to you for the tampered metal lipstickShip to Address: Kylie Cosmetics Vanguard RdOxnard, CA 93033"

Complaint:
I am rejecting this response because: The reason I responded times is because I could not get anyone to answer me. Each time I continued to get the same copied and pasted email - the shipping policyI would respond to that email and ask again for someone to answer my question. If your customer service people would just read the emails and actually answer people's questions instead of just sending off a canned response, they wouldn't continue to email you asking for answers to their questions. Yes, I did finally receive a shipping notification and a tracking number, however until I actually receive the items that I ordered and paid for, I do not consider this matter resolved.
Regards,
D*** ***

Complaint:
I am rejecting this response because: I did as I was told in the email, I use makeup on a regular basis and even with primer the shadows are no goodI feel like this company is not owning up to the failed product and they're trying to put blame on me as if, I have no clue on how to apply makeupI have attached the email response from the company asking for me to swatch itSo therefore the 1st photo that was attached was the requested photo from the company submitted to them.
Regards,
J*** *** ***

Hello, The customer was advised today 5/9, the order will ship today: Hello C***,Sorry for the delay! We will get that shipped out to you today, and once the order is shipped you will receive a tracking number

The customer advised that they resell our merchandise, and we do not authorize the resale of our productsAs listed on our website, our products are sold exclusively on kyliecosmetics.comThe customer was also advised of this information today via email, "As of now, we do not authorize the
resale of our products, nor do we offer bulk pricing." We don't offer replacements or compensation for damaged packagingIn addition, the customer has been advised via email 8/16, "Please note that only send replacements for damaged or defect products we do not send replacement packaging."

I have to correct the customer, we did respond promptly (within our 48 hour promised response time) to each of the customers inquiresI have included an attachment showing each of our responsesWe have a set time frame for all of our promos and this information is listed on our social
media. Please keep in mind we are unable to honor this promotion on any orders placed outside of our promotional time frameWe don't have any policy set in place stating we honor promos on orders placed outside of the promo time frameAs this is the case the customer issue was handled correctly, and the customer was correctly advised that their order will not be adjusted, this issue has been resolved

It appears that the order number provided is not an order number from Kylie Cosmetics. Unfortunately, the website being referred 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 you 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 complaint, her order number only contained five numbers (#28057).We recommend the customer contact the company they did make the order with as they can best assist them with their inquiry

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 answered. As the customer advised and provided evidence that a charge back has been issuedWe have to wait until the results of the charge back before we can issue the replacementBecause when a charge back is issued the bank will refund the customer for the amount they are disputingWe cannot then issue product if we run the risk of losing the charge back

Complaint:
I am rejecting this response because: I will close the complaint once I receive a tracking number
Regards,
T*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11776607, and find that this resolution is satisfactory to me
Regards,
*** ***

The order that Tara is referring to was not placed on our site, kyliecosmetics.com, as this is the case we cannot provide any order informationWe can tell this order was not placed on our site, because our order numbers start with a K and are followed by numbers, and the
order number provided is 52417. In addition, our only customer service email address is [email protected], and we don't have any email communication from email address T***@yahoo.com

The customer’s order was placed 03/15/and shipped 03/19/2018. Tracking indicates that the customers original order was delivered 03/23/at the address the customer provided. The customer first made contact with our customer service department 03/23/to inform us they had
not received their packageOur team advised 03/26/to check with their neighbors and allow a few days for their package to arrive. The customer next reached back out to us the same day, 03/26/2018, to advise they had still not received their packageOur customer service team responded 03/28/advising the customer to wait a few more days for their order to be deliveredThe customer reached out 03/30/stating they still had not received their order. We responded 3/30/advising the customer to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customer.The customer provided the claim number, and we provided a replacement package on 4/2/The replacement package shipped 04/03/and is in transit to the destination