Anix, LLC

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*** ***

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

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, 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: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, 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, 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

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."

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

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*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11626618, and find that this resolution is satisfactory to me
P.S Only one of my orders was updated with the new emailMy other order still has not been updated with the new emailMy other order number that hasn't been updated with the new email is KThank you, hope to hear from you soonHave a good day.
Regards,
A*** ***

Hello,The email conversation between the customers took place between 7/7-7/where Kyle Cosmetics sent the last email advising there would be not replacement issuedThe customer has not emailed us since 7/from email ***@hotmail.co.ukWe can send the customer a replacement package as
a onetime courtesy but we would like the ship to address verified or the customer can choose to have the parcel shipped to a different address

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,
*** ***

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: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*** ***

Hello, On 8/the customer was advised we are sending the replacement package of Maliboo, and the package already shippedPlease see below for exact email verbiage: "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-
business days, once your replacement package goes out you'll receive an email with tracking.Thank you, New order number RK2020075" Tracking 94***

Hello,On 9/1, the customer was advised, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.” We are still within our processing time frame of business days, and the customers’ replacement packages shipped out today 9/7, tracking LN470####2US. For order K2189556, we are checking the package location with USPS, and as soon as they have an update the customer will be emailed

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*** ***

We have a strict no refund policy, and we will be upholding this policy and only issuing a replacement packageIn addition, the customer is able to view this information prior to ordering, and can reach out to customer service via email prior to orderingI have included attachments
showing our policy