Anix, LLC

Hello, According to usps.com the customers' package is being returned back to the Kylie Cosmetics Hub, and per our policy if a package is returned back to our hub the order is canceled and refunded back to the customer

As we previously advised that if there is no damage to the actual product itself we will not be issuing a replacementWe only issue replacements for damages to the product itself, we do not issue replacement packagingIn this case there is no damage to the product itself we will not be issuing any replacements

Hello,The customers order is from 4/15/and they initially emailed us about this issue on 7/1/Per our policy products received damaged or faulty they would need to notify customer service within 14-days of receiptUnfortunately the customer failed to notify us in time therefore we have to
uphold our policy and we are not able to issue a replacementThe customer was advised on 7/of the below"We are so sorry! Per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside of our replacement time frame and we can no longer issue a replacement.This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Complaint:
I am rejecting this response because: this is not the 1st time I have ordered from this company so why weren't any of the other orders I placed deemed fraudulent? Also if this is the case then why when I received my cancellation email did it say that it is being cancelled due TO INSUFFICIENT FUNDS? The email said nothing about me needing to send my card for verification
Regards,
A*** ***

Hello,The customer has only sent pictures of the damaged packaging, and per the attached our policy advises that we are not responsible for any natural occurrences during shipment which in this case refers to damaged packaging, and the customer was emailed the exact verbiage in the attached on 4/Then on 4/the customer was advised verbatim, "we do not send replacements for damaged packaging."

Customer has been issued a replacement packageThank you

Revdex.com:
I have FINALLY received the replacement items and they arrived satisfactory Please consider this matter resolved Thank you I have reviewed the response made by the business in reference to complaint ID 11468323, and find that this resolution is satisfactory to me
Regards,
M*** *** * ***

Complaint:
I am rejecting this response because: up today's date, I haven't received this replacement package. Enclosed tracking from USPS
Regards,
M*** *** ***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID 11673781, and find that this resolution is satisfactory to meI hope that the items will arrive correctly this time.
Regards,
*** ***

Hello, Please note that we provide customers responses based on their inquiry and what is happening with their orderIn this case we provided the customer contact information to locate their package, information on a tracking delay, and the tracking numbersThe customer was also advised that
if the package is lost in transit to them we are not able to issue a replacement packagePer our 7/email the customer was advised of our below policy when international orders are lost in transit:We are very sorry to hear thisHowever, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:"We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air andground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

Hello, The customer was provided the below via email today 7/12:Our response time is 24-hours, and we do recommend to only send one emailWhen you send multiple emails on the same email chain it pushes you to the front of the queue with the newest emailsPlease note that we do answer the
oldest emails first. We have issued a replacement package that will contain King K, Candy K liquid lipstick, and Mary Jo K liquid lipstickThe replacement will ship in the next business days, and once it ships you will receive an email with tracking.Feel free to reach out to me if there is any further assistance we can provide to you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11873546, and find that this resolution is satisfactory to me
But I have not received anything yetBesides an email stating the sameSo I do not want to close this complaint until I get what I ordered
Regards,
R*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11568541, and find that this resolution is satisfactory to me
Regards,
L*** ***

Complaint:
I am rejecting this response because:Firstly, your response, especially to urgent queries, is far from acceptable.All messages are identical, a clear indication that they are simply copied from a standard script.I emailed you, as tracking displayed delivery, when I had yet to receive the parcel Some hours later, I received a request to pay additional charges of approximately$30/35, to retrieve and collect my package.I paid, in good faith, $for delivery, not to a post office but to my house At the time of payment, this was not disclosed and as you are aware, there is very little time to secure items, before they sell out again Your shipping criteria should be apparent at the time of payment, so that the customer is aware of any additional charges You have charged a premium for delivery, which did not take place Additionally, you were aware that shipment was to the UK, this was not included in the receipt sent to me too, nor was it highlighted that I should check your shipping policyYour products are, currently, very popular, this does not mean that you can be complacent with the service you offer, especially if you are charging a premium for this.I continue to support that I should be reimbursed for additional delivery charges, which you should have made clear If you are to ship worldwide, you are clearly aware of the charges which can be applied.Additionally, you are also fully aware that many of your products have been stolen in transit What strategies are you implementing to avoid this, when the packaging and contents are quite apparent to all.You also have a disclaimer, stating no refunds, returns or cancellations, therefore, if you do not have time to see the "Shipping Policy", after having navigated the website, you cannot cancel the order.As far as I am concerned, your customer practice is extremely poor and the only reason you are now responding to emails so promptly, is due to the fact that I have involved the Revdex.com.You are already fully aware of these issues, as many have complained You circumnavigate responses, you have failed to forward my complaint to management and furthermore, you do not respond in the order emails are received.Customer service should be a priority, to include transparency and fairness in charging strategies, none of which you have applied Additionally, I have sought clarification on sharpening the lip pencilsasking for specific directives and not just "most" sharpeners, if not dull will be suitable Kindly define"most", as I have no confidence, should an item be faulty, that I would be in any way supported by your company The consumer has a right to be protected and respected, especially when you charge such a premium for service.I have attached your shipping policy, which clearly states "we ship worldwide, domestically and internationally via USPS", I had to pay a handling fee to Royal Mail, these are neither Custom Charges, nor taxes, this should have been included in my payment for deliver VAT should also be applied, from the outset Also, my payment only covered your domestic carriage, as I had to pay additionally for the retrieval in the UK.I also attach your contact page, which does not state "replies within 24/hours" just to include your order number/cr for faster service!Regards,
L*** ***

Hello, In order to best assist the customer with this issue please respond to the existing email thread with order number of the package that you did not receive, so we can resolve this issue

Complaint:
I am rejecting this response because:I understand that the product I have ordered was not from the official Kylie cosmetics store, as upon going back and looking at the email, I have found it was a fake website, however the email address I initially contacted was listed on the confirmation email they sent, and therefore they are still ignoring me and I still require a refund from themThe website address for the company I ordered from is https://www.kyliecosmetic.eu/.
Regards,
E*** ***

Complaint:
I am
rejecting this response because:
I just received my replacement order and it is still wrongI ordered literally gloss and candy k and I received literally gloss and EXPOSEDI've attached a photo to show what I receivedThis is the second time that I received the wrong orderI am very upset at this pointIf they will not give me a refund for my order then at least send me the correct one
Regards,
***

Hello, On 7/the customer was advised that we will be issuing a replacement package to theme as a one time courtesyToday 7/we received an email from the customer stating "Thank you so much for all your help."

I am rejecting this response because my package was not stolen, my package arrived but when I opened it the box was empty, I am missing product not a package which I tried to explain to the company but they do not seem to understandI cannot file a missing package complain because the postal service is at no fault, I revived my box but it was empty.
Regards,
C*** ***

Per our policy we only issue replacements, and our standard processing time for replacements is 7-business daysThis process can be shorterIn the customers case they were told on 12/of our processing time, and the replacement order ended up shipping out in business days on 12/
According to tracking 94***99 the replacement package was deliveredAccording to USPS.com, "Your item was delivered at the front door or porch at 4:pm on December 29, in YOUNGSTOWN, OH 44515." We have fulfilled our requirement and issued, USPS successfully delivered the replacement package