Anix, LLC

Hello,To ensure that there is no order the customer was advised to provide the below information, we are pending the customers information before we can take any actionThe customer was sent the below email today 7/7:"So we can double check to make sure that the order did not go through can you provide me with the below:What is the full name and the last four digits of the credit card used and the dollar amount charged, so that we may locate your order?Also, what email address was the order placed under? If we cannot locate an approved charge can you send me a screen shot of your bank statement showing the posted charge so we can look into this for you."

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, For the color Candy K there has been no formula change, if there are any product changes they would be announced via Social Media

Hello,The customer was advised that we will issue a replacement for her damaged Dolce LinerPlease see exact email verbiage below: "Hello YvonneWe are so sorry for this issueWe'll have a one time courtesy replacement package of Dolce Liner sent out to you.Processing is 7-business
days, once your replacement package goes out you'll receive an email with tracking.Thank you, "

Hello,The customer was advised that the product has a 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 productAs we do ensure that our products are filled to net weightAs the customer
requested we did offer her a onetime courtesy replacement for this product

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

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

We are sorry to hear that the package was roughed up by USPS, please note we only issue replacements for damage to the product itself.We do not currently issue replacements for damaged packaging.When a customer places an order they automatically agree to our Terms of Use
(https://www.kyliecosmetics.com/pages/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." Our site also states, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costsTo the fullest extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result."As there is no damage to the product itself, we are unable to offer a refund or issue a replacement for this product

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11396849, and find that this resolution is satisfactory to me
Regards,
M*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12334254, and find that this resolution is satisfactory to me
Regards,
M*** ***

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, This policy including all of our policy's is listed on our FAQ page, see attached, and is available to view prior to orderingIf there are any questions on our policies the customer is also able to email our customer service to ask for clarificationWe will be upholding our policy and we will not be replacing the items

Hello,Today 8/the customer was advised that we are sending their Kristen lip kit to them, and the customer was asked to return back to us the products for the incorrect order they received, and we provided a prepaid return label Please see exact email verbiage below:"Hello KylieWe are so
sorry for this issueWe'll have a one time courtesy replacement package of Kristen sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Please use the return label attached to return the incorrect order you received.Thank you,"

Hello, It looks like the address was updated incorrectly on the Kylie Cosmetics side for both orders Kand KI have emailed the customer today to advise that we will send a replacement package for both orders as a one time courtesy

Complaint:
I am rejecting this response because: I am well aware that the replacement package was sent and as I said in my very first message it failed to deliver too, considering how much time has passedGoing to my post office does not help at all - they say that this type of shipping is NOT trackable on the Russian territory or within their system, which means I am not able do anything to find it somehowThey also said that the ONLY thing I can do is to contact the seller and resolve this issue with the companyThey also said that they do not have a strict time frame for the packages from the US but it’s obvious at this point that both packages are lost, and they can do nothing to locate it and further it is sellers responsibility to either find it, send another one or to issue a refund.Shortly - money was paid by me, the service was not received, and from my side I can’t do a thing that would help me in this issueTrust me, I asked all the possible instances at Russian post how I can resolve this issue because I am interested in getting what I paid for the most, and every single employee told me that they are not responsible for the shipments and the seller is so I have to contact them in order to resolve this problem.At this point this situation looks like a fraud - I gave my money and didn’t get anything, the company refuses to assist me saying I should contact my post office which I did in the first place and which does not resolve the issue.I still demand a refund as the service was not providedI should either get my money back or the things that I paid for, so the company should either reimburse me or keep sending replacements until I get it and the service is provided/find the lost packages somehow. These are the only options that would be acceptable and fair to me as a loyal customer who gives this company hard-earned money
Regards,
J*** ***

Our policy has always stated that we do not accept returns or issue refundsOn 12/the customer was advised, "Thanks for reaching out! If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before
purchasing multiple items, as we do not currently accept returns, provide refunds, or exchanges." We will be upholding our policy see attached, and not accepting the return or issue a refund

Per our policy on our FAQ page attached, "we aim to respond to all E-mails within hoursPlease note that this time frame may be extended during and immediately after launches." Today 12/the customer was emailed advised we are issue a replacement package of their missing items, 1x 4pc Full-Size
Kit & 3x Mini Kits

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11559328, and find that this resolution is satisfactory to me
Regards,
M*** ***

Complaint:
I am rejecting this response because: "On 4/the customer was advised that they will be issued replacements for both orders K101843, KThe replacements have not shipped yet, and on 5/the customer was advised that we are running behind and the processing time will be longer than business days." - sent to me on the 4/5/Yesterday I received a tracking number or for Kwhich is the Pcs of Posie K.Thank you for thatHowever, Kwith Pcs of were not included in the same tracking number providedI would prefer a refund for my order no: K101843, so much delays and waiting since marchThe total refund I should be expecting is $3Pcs - $x = USD $Shipping fee = USD $
Regards,
N*** ***