Anix, LLC

Hello, In my research it appears that the package has stopped in LA, CA, and the package might be lost in the USWe can send a one time courtesy replacement package, and the customer was emailed today and advised about being sent a one time courtesy replacementI am waiting for the
customer to confirm a ship to address or keep the same address and then I can issue a replacement package

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11448261, and find that this resolution is satisfactory to me
Regards,
A** ***

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

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

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*** ***

Our email response time is 24-hours and please note that this time frame may be extended during and immediately after launches, see policy attached. We did respond to the customer several times after the customer emailed, and we did respond within our promised response time frameI
have attached the email chain reflecting our responsesThe customer was advise, "It appears as though your order was unable to fully process due to a payment errorUnfortunately, we cannot pin-point the exact cause of thisAny charges on your card are only pending and will be dropped in 7-business daysWe sincerely apologize for the inconvenience." After reviewing the order the customer was provided the correct information, as this is the case we cannot send product if the customers payment was not processed

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*** ***

Holly did not place her order through kyliecosmetics.com, as this is the case we would direct Holly to make a Revdex.com complaint against the website she did order throughHolly was advised this through our customer service email today 4/The exact email verbiage the customer was advised, "We are
so sorry to hear thisUnfortunately, the website you are referring to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many customers tend to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure you ours are the real deal! We hope this answers your question and sincerely apologize for any confusion this may have caused." In addition the customer screen shot shows the support email as [email protected], and Kyliecosmetics customer service email address is customerservice@kylie cosmetics.comIn addition, our order numbers start with a K followed by seven digits, and H***' order does not meet this criteria

Hello, Based on the customer information I was not able to locate an order or email email in Kylie CosmeticsI have sent the customer an email requesting photos and an order number so that I can authenticate their claim and provide a swift resolution

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

The customer emailed us on 12/and advised, "Everything's okay with my order as I contacted the post office yesterday and my order was delivered that day." As this is the case, their issue is resolvedWe have included a screen shot of the customer email, see attached

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."

Complaint:
I am rejecting this response because: I still feel it was unfair and no one received an explanation, just an edited caption on social mediaI am sure after a few days a restock will happen or the next collection will come and the company will except everyone to move on and continue to buy.
Regards,
*** ***

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,Per our policy, see attached, we don't accept returns or provide exchangesWe will be upholding our policy for this situation and not authorizing a returnPlease see exact email verbiage customer was advised on 10/12:"Hello Shay,Thank you for reaching out to us, unfortunately we don't
currently accept returns or exchanges. We apologize for any inconvenience this may cause.Return Policy:http://kyliecosmetics.com/pages/refund-policy"

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."

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

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?"