Anix, LLC

Complaint:
I am rejecting this response because: ol the company claims thats its their "policy" to only do partial refundsHowever this is NOT stated anywhere on their website. First email sent to KylieCosmetics on 8/with attached poof of damaged paletteOn 8/I received a response from KC asking if I wanted a replacement or partial refundI asked for either a full refund or a replacement. I responded on 8/asking for a replacement and only received replacement even though I had at this point received damaged palettes. By 8/I had received damaged palettesSo far I received only received a replacement for of the damaged palettes. Received the following email from one of the reps “Hello, Thank you for clarifying. To confirm, you would like to be issued a refund for the palettes for each order number? K*** K*** Let us know and we will get back to you. Best,Team Kylie Cosmetics” I responded I would like a full refund for both the palettes please. Next email I received said I received a partial refund. The palettes were presents and now are unable to be given as presents due to the damage.
Regards,
C*** ***

In some cases orders may be delayed either at the post office or at their countries customs location (varies by country).We would advise the customer to contact India Post and provide them with the tracking number UA***US, as tracking may not be correct and India Post will be able to
provide more accurate information regarding their order's transit.Please note, USPS has informed us packages being shipped to India can take up to two months to be delivered

Complaint:
I am rejecting this response because: I went to that website and ordered my product off of thereNow if it took me to a different page site then they need to fix that on their end.
Regards,
R*** ***

It appears that the initial order has experienced an error on the side of USPSWhile tracking does not show movement, our policy for the transit for all international orders going to be 10-business days and orders could still be delivered within this time frame even if provided tracking does not
indicate a moving packageThis information is made public on our FAQ for all customer's review prior to ordering. "All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience." As the tracking for the order in question had not shown any updates over a certain time period, we had proceeded to issue a one-time courtesy replacement for the order in question, to ensure that the customer receives the ordered productPer our refund policy, we do not issue refunds for orders and orders can only be cancelled before the order has shipped, as we cannot cancel an order while it is in transit to the customer.This policy can be reviewed on our website using the link provided below. Refund Policy:http://kyliecosmetics.com/pages/refund-policy As we have this policy in place, we issue replacements as a form of compensation for orders that are deemed lost in transitAs this is the case, we have issued a replacement package for the products and the replacement package has shipped as of December 15thThe tracking information for the replacement package is provided below. Replacement Order Tracking: LX***US Per the FAQ statement provided above, delivery time for international orders will take 10-business daysWe ask that the customer allow 24-hours for the tracking provided to updateIf the customer experiences any issues with the delivery of their package, we encourage them to contact their local post office for the shipping address provided, which can also help with redirecting the package to a desired location or to contact our Customer Service team at [email protected] one of our representatives will be able to offer further assistance based of the issue experienced

Hello, Our response time for 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 answeredWe will send out a
replacement package of order Kyou you and once your order ships you will receive an email with tracking

Complaint:
I am rejecting this response because:Well why do you have it on your returns policy if you strictly don't offer replacements?https://www.kyliecosmetics.com/pages/faqs Do you offer returns?NoAll sales are finalPlease refer to our Refund Policy.In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing product within 14-days of receipt of package. ! it's advertisement and now in my situation, I haven't recieved three of my products, so I think I am entitled to atleast a refund and it's unfortunate it's took me to complain about the matter to finally get a respond after numerous of messages sent.
Regards,
M*** ***

Complaint:
I am rejecting this response because: I sent my package back with the bag so all they had to do was send the bag back with all the replacement items instead they screwed around sent only a few items and have now got no bags left. Offer something for compensation or send one of the new Christmas bags! It's not my problem they are is and can't send the bag I sent them back to me !!! If this can't be done then I want a full refund! I'll send their sy products back! I am sorry but this has taken months of back and forth im so sick and tired of it!!
Regards,
L*** ***

*** did not place an order through our website, kyliecosmetics.comWhen customers receive order confirmations from Kylie Cosmetics, their order number will consist of digits and a K as the first initialThe order number that is provided by *** is order number #4649, which is not recognized in
our systemIt also appears, per our records, that the customer service team that was contacted was also not our ownWe have included a screenshot indicating that our customer service team has not received any emails from the email address used to file this complaintWe advise that Jess contact the website that she has placed order #with, as they will be able to provide the best assistance with the order in question

Hello, See attached document showing that we do not accept returns or issue refunds, and all sales are finalWe only issue replacements for damaged productIn order to be issued a replacement, the customer was advised to return back to us the damaged productOnce we receive the product back, we will issue a new replacement package to the customer Also per email on 5/the customer was advised they will be reimbursed for the shipping cost when they send the product back to usIn addition we are not charging the customer for shipping when we send the replacement package back to them

Hello, On 7/the customer was advised that we will send a replacement package out and processing is 7-business days, once your replacement package goes out you'll receive an email with tracking

The customer's order Khas shipped. Tracking: 94***93436752730Please allow 24-hours for your tracking to update. We 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

Complaint:
I am rejecting this response because: the conversation that the customer service representative supplied in correspondence with the complaint placed is for an issue/client that is completely different from myselfIf needed I can supply all correspondence I have had with the company regarding this matterTheir confusion only solidifies the lack of professionalism and sheer idiocy that I have faced this far
Regards,
T*** ***

As order Khas not started the shipping process we are therefore able to comply with their request to cancel their orderToday 5/the customers order was canceled and they were sent an emails stating, " Your order has been canceled & refunded! Please note that it takes 7-full
business days to show up in your account!"

Tracking indicates that the package is out for delivery. > https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94***62 This issue is resolved as it meets the customers request

Our matte liquid lipstick formula is of a thinner consistency, made to wear and feel more comfortable on the lips.Product is prone to pull towards the lid during transit as it is stored on its sideWhen product is not stored upright it will fill into the lid and wandTo correct this issue,
we recommend the customer store the product upright at all times

The customer has been issued a refund for the additional postage on their packageWe sincerely apologize for any inconvenience this issue may have caused. The customer should receive their refund in 7-business days (excluding weekends and holidays)For further assistance regarding their
refund, we recommend the customer contacts their bank or credit card company to ensure their refund is applied correctly. Please allow business hours (excluding weekends and holidays) for a representative to issue a response

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID 11686117, and find that this resolution is satisfactory to meI have been given a full refund for $thank you and you may close this case
Regards,
*** ***

Complaint:
I am rejecting this response because:what I ordered was not limited edition or during a launch, so the processing time should be the 3-days on your website, and it has surpassed that amount of time.
Regards,
Amanda Nagasawa

As the customer was advised that the replacement packages are only issued as a onetime courtesy we will be upholding our policy and we will not be able to issue another packageTo verify when we responded to the customer on 4/the exact verbiage of our email was “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?”

Complaint:
I am rejecting this response because: I don't understand what updating Instagram has to do with me! I don't do Instagram! I just want you to own up to your mistake, take responsibility and do what is right I appreciate the fact that your Limited Edition Holiday Collection stock is limited, however that is not the case for the stocking as you are currently giving it away as free with any purchase on your websiteThe exact scenario that I am trying to resolveIt was your system that added the stocking to my order, not meThat order was then confirmed twice via email with tracking number It shouldn't be that difficult to take one of the stockings from the active inventory and send it to me to complete the order that you said was already completeI am a long time customer and have spent thousands of dollars on your productsI would think that you would take that into consideration when deciding on whether or not to deny my claim for an obvious error that your company made.
Regards,
A ***