Anix, LLC

As we don't show ***@gmail.com linked to this order we require verification of the last four digits of the card used to place your order so that we are able to review this for you

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

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*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12322970, and find that this resolution is satisfactory to me.
Regards,
J*** ***

Hello,Customer was advised via email on 5/21, that "We can confirm that Kylie does in fact have an exclusive formula that is not shared by any other brand."

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and
holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order. "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" We also make this information available in the order confirmations that customers receive, and have provided a screenshot of each order confirmation for the order in question as a file attachment to this response. Our records indicate that the orders in question, order Kand order Kwere both placed on Nov Since the orders in question were placed during these indicated delayed processing time frames, additional processing times are required. The orders in question both have shipped as of 12/The tracking link for each of the customer’s orders are provided below.Order KTracking: 94***84Order KTracking: 94***84 As this is the case, we have fulfilled all actions required on our side for each orderPer the FAQ statement provided above, delivery time for domestic orders will take 3-business daysWe ask that 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 USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance

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*** ***

*** 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

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

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

Customer has been offered a one-time courtesy packageWe do require the customer to respond to our email in order to confirm the ship to addressThank you

Complaint:
I am rejecting this response because:I did not ask for replacement packaging, so their policy to not provide replacement packaging has no bearing in this caseI asked for a Store Credit as Kylie Cosmetics did not take necessary care to avoid damage to their products in transit, and I think that is a reasonable request.Anyone can sell a product on eBay as long as they don't represent themselves as being affiliated with Kylie Cosmetics or say that they are an authorised reseller or distributorAnyway, it makes no difference - I purchased the products from Kylie Cosmetics and I am the customerIf Kylie Cosmetics does not look after me in this instance, I will no longer buy from them (I have spent over thousand dollars with their company), and I will write a factual account on various social media of their refusal to compensate me for the damage
Regards,
J*** ***

Hello, Please provide the email address used to email customer service and the order number so that we can best assist with this issue

Our response time for emails is 24-hours, and we do recommend to only email us once to receive a timely responseWe are so sorry that you received the incorrect order, we will be issuing you a replacement package of the correct product of the Copper Creme shadow, and this order will be shipped out in the next business days

Complaint:
I am rejecting this response because: Im not asking for a return or exchange but instead a refund or at least a creditI have spent $for a inconvenience.
Regards,
L*** ***

Hello, Per the customers' request order Khas been cancelled and she has been refundedThe customer was also sent an email apology, and advised to email back if there is anything else we can do for her

Their order has been canceled & refunded. Please note that it takes 7-full business days to show up in their account

Hello, As advised in our previous email our policy is clearly stated on our website, and I am reconfirming that our policy's' are being upheld, and unfortunately we cannot issue a replacement package

Hello,Today 7/via email the customer was advised: "Sorry for the inconvenience! We'll have a replacement package of Kymajesty sent out to you ASAP!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11681961, and find that this resolution is satisfactory to me
Regards,
K*** ***