Anix, LLC

Hello, Our policy is to ask for a photo so the customer service rep can know how to respond to the customer, in this case the customer was provided wearabilitly tipsThese tips have proven to extend the wear of the product, which directly addressed the customers concernThe customer did email
back and advised that the tips did not work there fore the next step would be to issue a replacement productThe customer was advised via email today that we will issue a one time courtesy replacement of Mary Jo K liquid lipstick

Complaint:
I am rejecting this response because:
Regards,
M*** ***

Hello,Per our policy http://kyliecosmetics.com/pages/refund-policy, once an order is placed it cannot be cancelled or refunded; the customer was emailed this information on 5/Theresponse advising the customer that we cannot issue a replacement was sent in errorAs long as the customer
returns the damaged product to us and we receive it, then we can issue a replacement package

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11726425, and find that this resolution is satisfactory to me
Regards,
P*** ***

The customers order shipped on 10/7, and today 10/they were sent an email with the tracking informationSee below for exact email verbiage customer was sent. "Hi Carissa,Your order K2906556 has shipped! Tracking: 94***98Please allow 24-hours
for your tracking to update. Thank you!"

Hello, I could not find any emails from the customer in our customer service emailsI emailed the customer and advised that we need photos showing the issues she is having, we do need these photos to authenticate her claimIn addition we do need a photo of the packing slip and the order
number showing, we need this information to authenticate that this purchase was made through kyliecosmetics.comEven though this was a gift the customer can reach out the the person who gifted these products for this informationPlease note that without proper documentation we cannot move forward with issuing a replacement package

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

Customer reached out on 03/19/asking for their tracking numberOur customer service team responded 03/21/advising the customer that their order was still processing and would ship soon. The customer reached back out to us the same day, 03/21/18, and asked to cancel their orderOur
customer service team responded 3/22/18, stating that their order had begun the packing process and could no longer be modified. The customers order shipped 03/22/The customer reached out 3/30/in a new email thread advising that they did not receive their orderWe reached out 4/02/asking for their order information. Our customer service team responded 4/03/with the customer’s tracking information and advised them to contact USPSThe customer did not reach out to USPS regarding their package and stated that they reached out to the Revdex.com. We advised the customer on 4/6/to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customerWe did not receive any further correspondence from the customer

Complaint:
I am rejecting this response
because:
Regards,
F* ***
Thank you for the quick replyHowever, I need to point out that I was never notified that my order was cancelledI did not receive a notification that it was cancelledIf I had knew I would have placed a new orderIn addition, I have contacted the customer service twice and was never told that my order has been cancelled and refunded(Note: My bank does not inform me if I've gotten a refundSo I did not notice if it has happened.) It will be appreciated if you could share the date of the refund so I can follow up with my bank.Best,Fatma Lootah

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157010, and find that this resolution is not satisfactory tome
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11949718, and find that this resolution is satisfactory to me
Regards,
S*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12160653, and find that this resolution is satisfactory to me
Regards,
V*** ***

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

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*** ***

Hello, Advised the customer of the below:"We are more than happy to send you replacements for products that were damaged in transitHowever we do not send replacements for damaged packagingCan you provide the order number, list the damaged products, and send pictures so we can send
replacements."

Complaint:
I am rejecting this response because:The company is lying! I submitted the requested information within minutesIt was received by Nicole promptly! After not hearing from her, I sent repeated emails for which she replied that she was annoyed I was sending so many emails despite the fact that she was not answering me when I asked when my replacement was being sentA copy of my last email is listed belowThis company should be shut down! They are horrible!!On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
Regards,
D*** ***
On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***

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

Hello, Today via email the customer was advised, "It looks like your package is in limbo after departing the facility in Santa Clarita, CASometimes when packages leave this particular facility it takes a few extra days for tracking to update, but so far all packages who got stuck here
have arrived - just a few days later than expected! Let's give it a few more days and it should get movingPlease keep us updated!" In addition I have emailed USPS to double check on the exact location of your package

Hello,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. "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

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*** ***