Anix, LLC

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

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

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

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

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, "

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*** * ***

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,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."

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

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*** ***

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*** ***

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

On 9/the customer was advised the order was placed with another siteBased on the package (we only ship in black boxes) and the shipping cost we can confirm that the order the customer is speaking about was not placed on Kyliecosmetics.comWe recommend the customer contact the site they placed
the order with so they can assist them with their issueSee exact verbiage customer was advised. "Hello ***Thank you for the picturesIt appears this order was not placed with the Kylie Cosmetics websiteOur items do not ship from Philadelphia, they ship fromCaliforniaAlso there appears to be a shipping charge of $Our domestic shipping charge is $That is the only shipping charge for domestic orders.You will have to contact the website where the order was placed. We apologize for any inconvenience this may cause."

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*** ***

Complaint:
I am rejecting this response because:Again, I wish to reiterate and make it clear to Kylie Cosmetics that it is not a REPLACEMENT when you had omitted to send the card IN THE FIRST PLACEThis is advertising and misrepresentationKylie Cosmetics must be held responsible and MUST NOT push the blame to its customers for the INCOMPETENCE of its own customer service or packaging stuff who omitted to include the card in the first placeWhy should I believe Kylie Cosmetics when they claim that they have sent the card but THERE IS NO PROOF OF POSTAGE? Does Kylie Cosmetics think that this will withstand the scrutiny of the court? No, I do not accept and reject entirely Kylie Cosmetics' unreasonable explanationSend the card to me and show me proof of postage via a tracking number.
Regards,
*** *** ***

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*** ***

Complaint:
I am rejecting this response because:I've already put in a complaint but they said they would resend me a product because the first one they sent was opened and USED!! I dropped the complaint with you guys because I thought I would get solved but no! I still haven't received an email saying a "courtesy package" has shipped like they stated and it's been almost weeks!! They said it would be 7-business days and I've waited long enough now and still haven't gotten anything! .They told me they won't give me my money back because it wouldn't be fair to their other customers but by now I still haven't gotten the product I PAID for and really I'm over this and just want my $back because they have gave me the run around, gave me used products, lied to me, and have horrible customer service! I'm tired of dealing with this situation already it's been almost MONTHS!!
Regards,
A*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11632782, and find that this resolution is satisfactory to me
Regards,
R*** ***

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*** ***