Anix, LLC

This customer manipulated information to try to show that they made an order through Kylie Cosmetics, see attached. We reviewed are system and there is no such order K2564883, see attachedIn addition, on 11/the customer was advised, "Your issue has been escalated to me, as you were advised
below this is not a valid order numberWe do not show that you placed an order at allBased on the fact that there is not order you will have to reorder." As this is the case the customer is not due a refund, as they did not place an order with Kyliecosmetics.com

Hello, Our response time form emails is 24-hours(see attached)The customer continuously emailed from 7/6-7/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 answeredPer our policy see attached, we do not providerefunds we only issue refunds for lost packagesWe sent an email today 7/advising that we are issuing a replacement package for both missing orders Kand K1362149, and they will be sent to *** *** *** South West Palm Beach Fl

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867316, and find that this resolution is satisfactory to me
Regards,
*** ***

On 12/the customer was advised, "We are so sorry for this issueUnfortunately we can only cancel orders before they shipIf you would have emailed us the day of the charges instead of 11/we would have been able to cancelAs these orders have already shipped we are not able to issue a
refund." As this does align with our policies, as our policy states we do not accept returns or provide refundsSo we would not be able to accept the product backThe customer advised one of the packages came with foam, "We are so sorry to hear that you received an empty box, do you mind sending a picture of the outside of the box with the tracking numberPlease send a picture of your packing slip so the stamped initial is visible." Also if the should have any issues to email into customer service so that we can ensure their issue is resolved

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:
that is the same exact message they have been sending over and over again as I noted before they have the same repetitive message that an automatic message goes outmy order was not a speacial edition launh these are products that have been on the market for some timethis company is very unprofessional and lack the curstosity for there customersi even sent them emails stating I feel like I am being scamed and I recieved the same messages over and overi just want this issued resolved with having my ordered delievered and the product bottles full not empty I read complaints that this happens
Regards,
J*** * ***

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

I have reviewed the customers emails and we have responded to her emails within our promised response time of within hours Per our policy, see attached, we only issue replacements we do not issue refundsAs we will be following our policy and issuing a replacement. 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

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*** ***

Per our policy our email response time is 24-hoursThe customer emailed us on her request on 6/and we responded on 6/with a questionThe customer responded to our question on 6/17, and the customer received an email today 6/that we will send a onetime courtesy replacement of her
missing products we just want to make sure she wants to use the same addressOnce we receive the customers' response we will 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."

Complaint:
I am rejecting this response because:Kylie Cosmetics responded to my email and told me it will take longer because of limited edition, but when I ordered my stuff there was no limited editionI just want to get a shipping confirmation email because as of today it has been business days and it should have taken 3-business days to ship.
Regards,
*** ***

Complaint:
I am rejecting this response because:the least they could do is follow up on my package with USPS as I mentioned beforethe claim has to be done by the US sender I cannot do that myself
Regards,
F* ** ***

Hello, Customer was advised via email today 6/ Please note that our email response time is 24-hoursI have issued your replacement order, and it will ship in the next business daysOnce your order ships you will receive an email with tracking

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: It is the responsibility of the company and your website not to process an order with invalid shipping AND billing address informationThe order should not have been processed and it should have alerted me to enter valid information before I could continueI do not know how your company charged my credit card without a valid bill to addressThis is no way to do businessIt is unacceptable that you processed an order with incomplete shipping and billing address informationYour product sells out within seconds it is difficult to get my information down in time before it sells outIt is the companies responsiblity not to accept orders with incomplete shipping AND billing informationBecause of your lack of security parameters the order went through incomplete and was not deliveredNow you refuse to reship the item that cannot be reorderedThis is bad customer serviceAn exception should be madeIt is not as if I entered an address and messed up a characterThis order was processed without a street address WHATSOEVER for ship or bill toIt is unacceptable that your company processed an order without a street address entered WHATSOEVER
Regards,
T*** ***

Unfortunately the customers’ main concern was not address in our customer service responseThe customer was asking for a refund on shipping, which per our policy we do not offer, see attachedAll orders that are made separately must ship separately and be charged separately for shipping

We have spoken to our product development team, and they have advised that the products were created to build coverageAs these products have medium build-able, and are best applied using a synthetic brush or your finger tipsIn addition, our QA department ensures that no product leaves the building without approval

I double checked, and I was not able to locate order in our system, and I checked under the customers' email address [email protected], and I tried to bring up the order with the tracking number LX205524813US, and none of this information brought up an orderTo reconfirm our order numbers start with a K

Hello, If package is received empty, the contents was lost likely stolen in transit, that is why we request a claim for stolen package be filed with USPSOnce we have the USPS claim number we can issue a replacement package to you