Anix, LLC

We sincerely apologize The customers order was placed 11/27/and ordered to be shipped to the below address they provided at the time of checkoutPlease note, this information is not changed unless it is requested by the customer.k*** *** (*** *** Street Los Angeles CA United
States)The customer contacted our customer service department 12/12/to advise us that the package was shipped to the incorrect addressThe customer was advised 12/12/that their package was shipped to the address provided at checkoutThey were asked to file a missing mail search with USPS if they did not receive their package. The customer responded 12/12/with the missing mail search number and was offered a replacement package 12/13/The customer was given the chance to provide an alternative address for this to be shipped to. The customer provided the below alternative address 12/14/17:K*** *** (*** *** Reseda CA 91335)This replacement package was shipped 12/19/17. The customer advised 12/19/that the replacement package has been shipped to the wrong addressUpon investigation, there was a system error when processing the replacementThe customer was advised on 12/21/that we would ship a 2nd replacement packageThis address has been double verified by our team to be correctTracking for the replacement order is: For any additional shipping questions, we recommend the customer contacts USPS as they will be in charge of delivering the package

Hello, The customer received the correct shade of lip liner, the lip liner is made to be 10-20% darker than the liquid lipstick itself

We are sorry to hear they are having difficulty with this particular formulaUnfortunately, we have no return, refund or exchange policy.This information can be found both in our FAQ and in our refund policyBelow are the links to this
policy:http://kyliecosmetics.com/pages/refund-policy https://www.kyliecosmetics.com/pages/faqsAs there is no damage to the product itself, we are unable to offer a refund or issue a replacement for this productWe can assure you that Kylie Cosmetics does not send defective product as our customers are of utmost importance to us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11822679, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11884446, and find that this resolution is satisfactory to me
Regards,
E*** ***

Our response time for emails is 24-hoursThe 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 answeredOn 8/the customer was advised
via email that we are processing a replacement package for them and it will ship out soon

Hello, As advised in our email chain their is no email included in the existing chain that states this informationAs there is no email from the customer stating this information that is why we included the entire email chain

Hello, The customer was advised via email today: "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?"

Complaint:
I am rejecting this response because:I never received an email from the company they allegedly attached to youAs of December 20, at 11:a.mI received an E-mail from them stating "Hello, Z*** we are so sorry for the delay! Your product will ship in the next business day; once your order ships you will receive an email with tracking".The company is not taking responsibility for the issue I am reportingI am reporting that they sent me someone else's package not that I didn't receive my package on timeI am also making a complaint about their customer serviceI did not receive an email that they are saying they sentIf I was sent an e-mail stating "they would issue a one time courtesy", that would be absolutely unacceptable! They are not doing me a courtesy if they are the ones that lost my actual package and sent it to another consumerThey also do not state a business phone numberI had to come on the Revdex.com website to get the phone number for their companyI called this morning left them a message then they called me back and I spoke with a representative who I explained the situation toShe told me that she would forward all the information to their plant facilities and I read her the e-mail and explained to her everything that occurred within my terrible transactionI am not going to drop the complaint until I receive my original packageThey also advertised that if I ordered on the day that I ordered I would receive my package before ChristmasIf they are going to ship my original order I also want it before Christmas like it was advertised on their website.Attached is my originally E-mail to them with pictures of proof of the package with the other customers name on it and the E-mail sent to me this morning at 11:a.m
Regards,
Z*** ***

Hello,We only send replacements for damaged or defective product, and since the customers' product does not meet either criteria there will be no replacement issued

The customer was advised on 11/that we were issuing a replacement package, and processing can take up to business daysCurrently we are within our processing time frame of business daysPer our policy we only issue replacements we do not issue refunds, see policy
attached

Complaint:
I am rejecting this response because:Their website doesn't say -
"one wink card or "one thank you card" per order eitherHad it stated that on the website, I would have placed separate ordersThese people don't care about Customer Service or making their customers "Happy"! This is horrible customer service! I spent over $& these cards are less that to makeIf this is how they want to handle this, I will take this to Social Media as well as let everyone I know to NOT ever Order or buy anything from this horrible website!
Regards,
C*** ***

Hello, I understand that the customer advised that her Candy K liquid lipstick was thrown awayOur policy requires photos to authenticate the customers’ claimsSince the customer is not able to provide photos’ of the Candy K liquid lipstick, we will not be able to issue a replacement of the product In addition, see attached, per our policy we do not accept returns or provide refundsFor damaged product per our policy we only issue replacementsIn reviewing the customers’ emails we responded to her requests within our 24-hour time frame

I do want to start out by stating we very sorry to hear that occurredI do want to let you know that I reviewed our systemand it appears that there was no payment processed, therefore no order or order number was generatedAs our system was unable to process payment for an order, you
will have to reorderAs we previously mentioned please contact your bank for more information regarding your payment method as we cannot pin-point the exact cause of this

Complaint:
I am rejecting this response because: it clearly read on my statement that I was charged by Kylie Cosmetics (not the app as they claim)
Regards,
*** ***

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

Complaint:
I am rejecting this response because: they should replace my orders even if the product itself was not damaged, but the packaging isNo person would want to receive the items that they had paid for with the packaging damagedIt is Kylie Cosmetics' responsibility to put items in a packaging that will not be damaged during USPS handling of itKylie Cosmetic has always shipped their lipkits in a box to avoid having the packaging damagedThat's why I don't understand why the had sent mine in a small envelopeIf they can't refund my money, then at least exchange it.
Regards,
N*** ***

Hello, The customer was sent an email today advising that we need photos and an order number before we can provide a resolution for herWe do need photos that reflect the issue the customer is stating that the product is half full

Complaint:
I am rejecting this response because:I have now received the package after it was being held at the post office due to an outstanding payment needing to be paid for the packageI don't understand why there was an outstanding payment on this package when I paid for international delivery at the time of ordering the package back at the start of December.I have no received the parcel and I suppose that is the end of the matter, because Kylie Cosmetics are the worst company I have ever dealt with and have no intention of providing any kind of incentive to keep a good customerIt's not like this is my first purchaseI have purchased something from you guys before but never again! I'm not surprised you get so many complaints and it is all over the media that your customer service is awfulYou haven't even thought to offer at least a small lip kit or something of low value as compensation for the way I have been treated - I asked for this and was refused! One little thing like this could have stopped all of this.All you did was try to blame everything on USPS or the Post Office here! You are unbelievable - the company won't last if you don't start considering one of the most important things - looking after your customers!! It's not like I even wanted a refund! I would have been happy with a small addition to my package of low value but you wouldn't even give me that! Maybe come to the UK sometime and see how companies look after customers here and learn a thing or two!
Regards,
S*** ***

Today the customers order showed delivered back at our hub and the refund was just processed, for order K4310758. Please note that it takes 7-full business days to show up in your account. The replacement package Khas shipped according to tracking 94***22, and according to tracking the package was delivered before Christmas on 12/and signed for see attachedIf there is any other matters or issues with this order we strongly recommend to email into customer service so that we can assistAs the customer has not emailed in since 12/we can safely assume that the customer did receive order Kand order K