Anix, LLC

The customer’s order was placed during a Buy One Get One Free promotion (selected items only)This promotion required customers to select their free item of choice prior to checkout; this type of promotion ensures customers will receive the specific freebie they wantUnfortunately, the customer
did not select any freebie itemsAs a result, their order shipped without any freebie items as this was not in their original orderWe have included a screenshot of our records, indicating the full contents and price of the items in the order KUnfortunately, as the customer failed to add the promotional items to their checkout, we are unable to issue a replacement for these itemsIn addition, to remain fair and consistent to all our customers, we are unable to honor/extend any promotions past their allotted time frame.We recommend the customer confirms the items in their cart prior to checkout, especially during promotional time periodsIf the customer has additional questions regarding a specific promotion, we recommend they contact our Customer Service team at [email protected]

Customer was responded to as soon as we were able to get to her email, a replacement package for the missing item has been issuedIt was shipped on 3/6 94***

Complaint:
I am rejecting this response because:If backorders and associated cancellations of initially accepted orders are standard practice as experienced in case of Kylie Cosmetics, the Revdex.com should make the public aware of this, as it differs from common sense and regular business practices demonstrated by any other company.
Regards,
T*** ***

Our response time for emails is within hours, and can be extended during and after launches The customer continuously emailed KylieCosmetics 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 answeredI have included in the attached our policy and the customers email chainWe do recommend that our customers only send one email to ensure a timely resolutionIn addition, we had been assisting Paula's daughter in another email chain about the same order K3794831, and we received the proper information in order for us to issue the replacement packageCurrently the replacement package has shipped, tracking 94***8***1. We also recommend that 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

Per our policy our policy we do not issue refunds, or accept returns, https://www.kyliecosmetics.com/pages/shipping-policy, we are upholding this policyIn addition, we have confirmed that the smell is not coming from the shadows, but from the adhesive in the packaging and has
had no contact with the productAs our customers safety is a top priority that is why we had our Quality Assurance team verify the safety of the product, and that is why we are advising customers that we verified the product is safe to useAs our recommendation to to keep your palette open for 48-hours to diminish the smell has been tested and proven again by our QA team, that is why we then are advising our customers of this solutionAs we have shown the product is safe to use, and we have told the customer how to diminish the smell the issue is resolved

Customer's order Kis currently in traand was recently updated by USPSPer our policy we do not issue refundsThis policy can be found here: https://www.kyliecosmetics.com/pages/faqs Thank you

Hello, On 8/the customer was asked if she “Could you send us a quick pic of what you are speaking of so we can take a look?” The customer responded only with a photo of the makeup bag, see attachedThe photo of the makeup bag does not appear to have any aesthetic issues; we would need the
customer so send photos of the makeup bag showing the issues with the color that she is describingAlso we would need the customer to send photos reflecting the issues she is having with her creme shadowOnce we have the requested photos we can then provide the customer with a resolution

If the photo does not reflect an issue, and the customer also advises they are filing a charge back unfortunately we cannot consider providing a replacementThe customer would have to tell us that they were not going to issue a charge back so that we can look into this matter furtherAs the customer is stating there is an issue we want to look into this for them

To confirm it was never stated that we would have enough product for every customerHowever we did state that the launch will be large in quantity We advised that the birthday products would launch through 8/10, we never stated the restock dates

Customer has reached out to our customer service teamOur customer service team has offered the customer a replacement package or refundWe are waiting to hear back from the customer via j***@gmail.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12628031, and find that this resolution is satisfactory to me
Regards,
I*** ***

We have been in constant communicate with this customer about their order, and the issues they are havingWe have also advised this customer to ensure to allow the proper amount of time for the package transit timesWe did advise the customer we have issued a one time courtesy
replacement package of their missing linerPer our policy we only issue one replacement packageThe tracking number for this liner is LN#####6476US, and if the customer does not receive this package according to our policy we will not be able to issue another packageWe advise the customer to continue to monitor tracking

Hello, The email in regards to sending a replacement was sent in error that was sent on 4/As per the email to the Revdex.com the customer just sent a link to our website showing they are aware that we do not send replacements for lost international ordersAlso on 4/and again on 4/the
customer was advised and confirmed that we are not able to send replacements per our policy see attached

Complaint:
I am rejecting this response because: tegardless of whether the email mail was given wrong the tracking number should at least match up to the product being properly shipped when the order was placed along with the other "delays" instead of shipping it out days after I filed a complaintAlso decided to wait for the package to come in order to give a proper review - checked my tracking earlier this morning and it says my package has arrived, there is nothing in sight.
Regards,
K*** ***

Our processing time for orders is 3-days business days, business days do NOT include the weekends and holidays. Please keep in mind that during holidays or limited edition launches, this time may vary, for this reason your order had additional processing timesThe customer was emailed
the tracking 94***9***2 for their order K3832726 number today 11/30, and advise their order shippedPlease see processing times on our FAQpage attached

Hello,The customer was advised via email today 7/14, that we will issue a replacement once we received the customers product backPlease see exact email customer was sent: "Please return the product using the return label attached, please include a note inside of your package including your
name, address, and order number.Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order! Thank you!"

It appears the rejection from the customer is blankAs this is the case, we believe this complaint has been resolvedIf there is anything else we can assist with, please let us know

Complaint:
I am rejecting this response because: I received the first response in over two weeks from them todayThey requested photos of
the package I received and wanted the initials of the person who packed itI have already sent those pictures in previouslyHowever I did send again todayThey still they still have not agreed to send me the item based on my original order and what they have charged me forTherefore this issue is unresolved until I receive a shipment confirmation of what I paid for
Regards,
D*** ***

Today 7/the customer was advised that we are sending them a replacement package of the Skinny Dip Face DuoExact email verbiage customer was advised, " Hello Yoslayne, We are so sorry for this issueWe'll have a one time courtesy replacement package of the Skinny Dip Face Duo
sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with trackingThank you,"

Customer reached out on 3/19/advising that they were dissatisfied with their product shade.We responded 3/21/to the customer stating that we do not accept returns, exchanges, or issues refundsThe customer agrees to these terms and conditions when placing their order. Per our terms of
use, we have made every effort to display as accurately as possible the colors and images of our products that appear at the storeWe cannot guarantee that your computer monitor’s display of any color will be accurate.Nevertheless this is not considered a product defect or damage. When we responded with our return policy the customer then reached out again on 3/stating that the product caused an allergic reaction, not mentioned in the original emailOur customer service team reached out to the customer 3/stating that if they have allergies, we recommend only purchasing one item at a time to test for any type of reaction and again referenced our no return policy. Please note, all responses were within hours as our FAQ and automated email state