Anix, LLC

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."

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: 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*** ***

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*** ***

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: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,
*** ***

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*** ***

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: 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, The customer was advised via email today that as a one time customer service courtesy we will issue replacements for orders Kand KWe are waiting on the customer to verify the ship to address or so this does not happen again provide an alternative ship to address

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include
weekends or holidays)For orders placed on May 5th, the first day the order exceeded processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot).If the order has not yet shipped and the customer prefers to cancel their order completely, we recommend for the customer to contact our Customer Service team ([email protected])We would like to reassure the customer that we are working around the clock to ensure their package is shipped as soon as possibleAs soon as their order ships, the customer will automatically receive tracking via email

Hello,The customers’ argument is on the shade of the lipstick compared to our sitePlease note that our site is a computer generated graphic against a bright white backgroundEven though the customer did not use a bright white background from the photo the bottle does match the photo on the site, and I have attached a photo of our site’s Candy K and the photo from the customerThe main point of this is to verify that the customer received the correct shade, and based on her swatch the customer received Candy KCustomer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram accountIn, addition we did make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.”

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

Hello,As our policy is to issue replacements for lost packages, per our policy (see attached) we do not issue refundsThe customer was advised via email today that we can issue a one time courtesy replacement we did give the customer the option to send the package to an alternative address so this
does not occur againOnce the customer responds we will issue a replacement package of the exact item the customer ordered. Processing time for replacement packages is is 7-business days, once your replacement package goes out the customer will receive an email with tracking

Today 12/via email the customer was advised the below: "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 confusionOnce an order ships you will receive an email with trackingWe do
recommend to check your spam or junk folder for the shipping confirmsPlease advise what order number you need a shipping confirmation for and we can resend those to youPlease respond to our email in Kylie Cosmetics Customer Service."

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

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?"

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157169, and find that this resolution is satisfactory to me
Regards,
R*** ***

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*** ***