Anix, LLC

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 responded the next day to them with the pictures that they requestedThey gave me tips to do before I put on the lipstick, all which I had already doneThey claim that the formula has not been changed, yet the brushes are not even the same
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11948502, and find that this resolution is satisfactory to me
Regards,
R*** ***

Complaint:
I am rejecting this response because: The response I got for a picture of an empty box after almost a month is unacceptableBecause of the glitch with the site, I was charged over $in overdraft fees from my bank because they processed and charged my order multiple timesI want a phone number to speak to someone directly
Regards,
*** ***

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,"

Complaint:
I am rejecting this response because: They did send me the confirmation and tracking information, and it turns out the package had already been delivered on May 9, 2016 to the wrong addressHad I gotten an order confirmation, I would've caught this immediately and changed the informationI do not know what to do at this pointUSPS has already delivered the package so there is no way for them to reroute or go back and get the package.
Regards,
H*** ***

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

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 12200906, and find that this resolution is satisfactory to me
Regards,
D*** ***

Complaint:
I am rejecting this response because:I am following the process as Paypal has advised as I would lose any rights should I cancel this disputeAt this point, I would like my money back as the products are no longer of use to me as Christmas has passedPaypal has advised that a refund CAN be issued although the funds are on hold; the merchant would then provide confirmation of the refund and the dispute would be closedI do not trust that Kylie Cosmetics and/or ColorPop would make this right hence why I am not comfortable with canceling the disputeThey will not even reply to email inquiries.
Regards,
J*** ***

Hello,Just advised the customer: We are starting to ship the glosses at the end of this week! You will receive a shipping confirmation when they do ship:) Thank you for your patience as we working through this issue

It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we have this policy in place inorder to be fair to all of our customers. This policy is listed on our faq
page: http://kyliecosmetics.com/pages/faqs The tracking number indicates that the package stopped moving on 8/21/16, please see tracking number tracking number 94***As this is our policy stated on our FAQ page we will be upholding our policy and not issuing a replacement package

Complaint:
I am rejecting this response because:I followed all instructions given to me by Kylie cosmetics and was told once I made a claim with USPS and was given a claim number to give it to them and then go from thereI did exactly that and am now told it is past their time frameI was never told that there was a time fram when communicating with the Kylie cosmetics associate.
Regards,
K*** ***

On 11/the customer was advised, "Thanks for reaching out! Please note, our Limited Edition Holiday Box will be processed separately from any other orders madeWe are so sorry for the confusionThank you!" Therefore we did tell the customer their big box would ship separate from their Mini Kit,
and would have a separate tracking numberPer our policy, see attached, all sales are final and we do not issue refunds

Complaint:
I am rejecting this response because:
I was told that they shipped out my item when they clearly have not. I am still stuck with this burden which they refuse to solve and all I wanted was what I paid for in the beggining.If possible I would like to be compensated for this issue their company has put me through. I want my item shipped out to me ASAP and a refund for having to deal with this.All they did was make the shipping label and never shipped out my item.
Regards,
E*** ***

The customer was informed on 7/they would be issued a replacement package for the products in question and that processing for the replacement order would be 7-business days before shippingThe following is the response we have issued the customer for the their replacement package: "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."Once the customer's order ships, they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Hello, Today 8/via email the customer was advised: "So sorry you did not receive your items.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?"

Tracking LZ1####4108US for order Kindicates, from usps.com, Your item was delivered in UNITED KINGDOM at 8:am on December 5, Also tracking LZ1####4873US, for order K4162033, from usps.com, Your item was delivered in UNITED KINGDOM at 6:am on
December 7, As this is the case the customer was emailed today 12/and advise, "Thank you for contacting us regarding your parcel. Please contact your local post office or your customs office as it appears they could be holding your package."

We don't show that this customer is linked to this order we need them to verify the below:Thank you for contacting us, we are happy to assist with your requestPlease verify the last four digits of the card used to place your order so that we are able to assist you with your request

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for useThe product and it’s packaging have passed all safety testingAdditionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no contact with the productWe are confident that the smell will continue to diminish over timeWe sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (CFR) for use in cosmetics in the USFurther more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attached