Anix, LLC

Hello, Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe packing slip reflects
that the the customer was only sent one liner for Posie K, therefore we will be issuing a replacement posie liner to the customer

The customer was emailed today 11/the below:"We are sorry you feel this wayUnfortunately each order placed only contains one thank you post card, and this has always been our practiceWhen new product is announced and presented on snap chat it shows that one thank you post card will come with each orderWe encourage all of our customers to email our customer service prior to order to clear up any questions they may have."

The customer has been issued a replacement package with their correct orderProcessing on replacement packages is 7-business days; business days do not include weekends and holidaysOnce 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 periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved

As we mentioned in our initial email the customer was contacted on 1/16, 1/18, and 1/the customer was advised, " Hi Ruslan So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesyWe recommend the customer to check their junk or spam to locate the emailIf the customer cannot locate the email, please draft a new email to [email protected] we do request the customer sends this email reply to us, so we can resolve their issueIf the customer does not respond to the email their issue cannot be resolvedWe have included individual screen shots of the emails sent the the customer, along with the entire email chain

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).Their order has shipped. Tracking: 94***70Please allow 24-hours for tracking to updateWe also recommend that the customer 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11792301, and find that this resolution is satisfactory to me
Regards,
*** ***
I accept the response by the business as the business contacted by Revdex.com was the incorrect one.Regards,Patti Culpepper

Our policy is available for view before and after ordering, and we always encourage our customers to email us in to ensure they are familiar with the polices before orderingAs our policy states the customer must email us within daysAs the customer did not email us within this time frame, per our policy we cannot issue a replacement

The documentation provided is authentic and unedited, therefore it cannot be informationAs this documentation is correct, we can then confirm we advised the customer the promo would not be when her order was placed outside the promo time frame

In review of the email chain, we have responded to the customers inquires requesting package informationPlease see email chain attachedWe emailed the customer today 11/see below for exact email verbiage:"Thank you for contacting us, we are happy to assist with your requestUnfortunately we
don't have any information linking you to this orderPlease verify the last four digits of the card used to place your order so that we are able to assist you and provide a resolution."

Hello, 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

In order for us to assist with any issue regarding aesthetic or visual issues, we do require photos to authenticate any client issueAs in their case, we would require photos On 8/15, we issued the following response below to the customer informing them of this policy."Unfortunately, without
the requested photos, we are unable to offer further assistance, we apologize for the inconvenience this may cause." When a customer places an order they automatically agree to our 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."This information can be found in our Terms of Use (https://www.kyliecosmetics.com/pages/terms-of-use):"In order to provide you with any remedies for a faulty Product, we may need your assistance and prompt provision of certain information regarding the Product, including: your specifying with reasonable detail the way in which it is alleged that the Product is damaged or nonconforming; and your providing us with any information as we reasonably require. 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; or been 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 costs."Once we have the photos, we can then provide a resolution that aligns with our policies

Hello, Today 7/the customer was advised the below via email: "No worries! Though we are not normally able to issue a replacement for orders placed outside of 14-days, we can send another package as a one-time courtesy:)Processing is 7-business days, once your replacement package
goes out you'll receive an email with tracking."

Hello, I was not able to locate an email from the customer under her name, email, or order numberAs I do see that the order was not shipped by USPS, I am issuing a replacement package of the customers' order KThe replacement package will ship in the next business days and once the
order ships the customer will receive an email with tracking.l

Hello, 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 do not currently have a return, refund or exchange policy

Hello, The customer was emailed today 5/26, and advised: "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?"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12302016, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because: Bank of America states that my bank statement is enough proofIs the company implying that they have not been paid? I have emailed numerous times asking if there is anything else I can do and Kylie cosmetics has not once respondedI called my bank again (10/12/2016) and the fund were released August 19,by August 20,my account was updatedPlease check with your bank/merchant that handles your credit card transactionsI am paying for this transaction according to my bankI don't what else you want from my bank as they do not write letters for customers about their accountsIt's against policies as with any banks I askedMy statement showing I was being charged again should be proof enough.
Regards,
D*** ***

The customer had reported that they had received an incorrect product and we have issued a replacement package for this issue. When the customer reports issues such as this, we ask for photos to authenticate the claim made, so we may inspect the issue at handOnce the customer provided
photos indicating the issue experienced, we then proceeded to issue a replacement for the product they had yet to receive. On December 28th, we issued the following response below to the customer to inform them of this action."We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." The replacement package then proceeded to ship on December 29thThe tracking for the replacement order is provided below.Tracking: 94***04If the customer is experiencing any further issues with their replacement package, we encourage the customer to contact our Customer Service Team at [email protected], and one of our Customer Service Representatives can take a look and offer further assistance

Complaint:
I am rejecting this response because as per the attached screenshot, I have no proof (along with my lack of package received) indicating I received my orderAs you can see, the screenshot indicates a label has been created, yet it is not in the systemAs per my original email that I sent to the Kylie Cosmetics, this indicates to me that the shipment was somehow lost in transitAs such, I feel Kylie Cosmetics should honor my order OR refund my money backKylie Cosmetics should provide proof of receipt on my behalf, which is something that can't happen AS I NEVER RECEIVED MY ORDERI would prefer not to have to pursue legal action but have no qualms doing so given the negative response I've received in the form of customer service Regards,
C*** ***

Hello, thank you very muchThe alternative adress is: Romania, Otopeni, judetul Ilfov, strOituz, nr47A, zip code I haven't recieved any email on 7/but I hope giving you the adress here is okMy phone number is Thank you again very much!!!! I didn't hope to recieve my package anymore, this is great!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550231, and find that this resolution is satisfactory to me
Regards,
S*** ***