Anix, LLC

Customer reached out to us via emailOur customer service team requires more information in order to proceed which they have requestedWe would be happy to proceed once the correct information is given to us by the customerThank you

This is our standard turn around time for processing replacement packagesIf the time frame can be improved the customer will receive an email with tracking soonerOnce 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

Per the customers' email she advised, "I've tried it different times and each time it applies extremely blotchy and the color is very unevenIt also takes much longer to dry." I have also attached a copy of the email chainBased on this information we responded with, "We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your Liquid Lipstick!Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips togetherThis should help with any patchiness you are seeing." I would also add to ensure to fill the lips in with liner, apply one thin layer of product do not blot, and let dry for minutes

On 12/the customer was advised, "It appears your item is outside of our replacement time frame and is no longer eligible for a replacementPlease keep in mind that we have this policy in place in order to be fair to all of our customersThis policy is listed on our FAQ http://kyliecosmetics.com/pages/faqs Your item was delivered in or at the mailbox at 1:pm on October 29, in LAKE VILLA, IL Therefore, we will be upholding our policy, and not issuing a replacement package

Complaint: I am rejecting this response because: the package was marked undeliverable because your company input my incorrect address on the package itselfMy correct address is entered on the confirmation orderYour company input a different address onto the package itself, therefore making it undeliverable by USPS because you entered an address that does not existI did check the tracking number, and was diligent in the process which was how I realized there had been an errorI was diligent and spent an hour at the post office sorting through YOUR mistakeHowever, because you entered an address on the package itself that does not exist not my actual address as I had provided, the post office returned the package to youYou are blaming the consumer for your error, and are refusing to correct a wrong that you created Regards, G [redacted]

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 sideWe do apologize for the confusion, this is completely normal

Complaint: I am rejecting this response because: There is no resolution, they are only explaining why my email wasn't repliedI have sent them the photos as attached.I will accept the response if the missing items are sent and received in good orderThank you! Regards, M [redacted] ***

Complaint: I am rejecting this response because:The package should then be in your care already, and I should have my refundMy refund has still not occurred Regards, G [redacted]

Our response time for emails is within hours, and can be extended during and after launchesThe 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 are issuing a replacement package for order K3925250, and I have included a screen shot see attachedOnce 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 11469534, and find that this resolution is satisfactory to me Regards, J [redacted] I received the package from the mail roomthank you for the replacement

Hello, The customer was emailed today 5/25: Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arriveYour package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantimePlease contact us if your order is not received within the next few days

Hello, Today 10/via email the customer was provided with a return label to send us back the incorrect order she receivedOnce we receive the incorrect product back we can then issue her orderPlease see below for exact verbiage customer was advised:"Hello C [redacted] ,Please return the product using the pre-paid 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!"

Hello, The customer advised us that only the packaging was damaged, not the product itselfWe only send replacements for damaged productSince the products were not damaged we will not be issuing any replacementsIn addition, per our policy we only issue replacement product we do not issue refunds, see policy attachedIn addition, if the product is damaged please send us a photo of the damaged product for us to review

Complaint: I am rejecting this response because: I am including a snapshot of the emails I sent asking for each order to be cancelled after it went through multiple timesThe response I got was " Hello Jamie- 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 refundBest, [redacted] GTeam Kylie Cosmetics"As you can see in the emails, I DID in fact ask for them to be canceled prior to 11/30.The ONE order, that I did receive, was complete and I am happy with itHowever, the other two Kylie boxes just contained these foam-type piecesI am also attaching a snapshot of the message I kept getting that cause multiple orders to be processed in the first placeI took snapshots throughout the order because this is not the first time I have had an issue with the siteWhen the Birthday Kit came out and I was trying to get it for my daughter, it let me add one to my cart and then when said it was out of stock after I proceeded to checkout! I have spent a countless amount of time trying to find a phone number and sending emailsThis is the response I got out of times:"Hello, We have identified that your email may have been stuck in cyber land and apologize if this has caused a delay in our response time to youIf you are still in need of assistance, please reply to this email to ensure the quickest response.We understand how important a timely response is for our customers and we sincerely apologize for any inconvenience and delayThank you!" This is my last attempt in trying to resolve this issue before I file a report with the state's general attorney's officeI run a company that I've owned for over years and this is no way to handle situations like theseMy daughter loves everything about Kylie Jenner, her lip kits, and is always waiting for new editions and releases from this siteUnfortunately, if this issue is not resolved, I will no longer shop hereI understand glitches and errors happen, but there should be some type of phone number someone can call if issues do arise Regards, Jamie Schmidt

Our response time for emails is within hours, and can be extended during and after launches The 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 answeredAs the customer has provided the requested photos, we will issue the missing lip kit, Posie K We'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with trackingOnce 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

As we had initially mentioned it was an oversight on our part, but as our system is not able to recharge the customer for the order the only option is for them to reorderOn 12/we did acknowledge those concerns the customer had as we stated, "Your issue has been escalatedWe are so sorry this occurred, and we do understand this was a Christmas giftI know that if I got the wrong item I would have wanted it shipped overnight alsoWe are unable to meet your request to ship your product and have you receive it by ChristmasAs a one time customer service courtesy we can provide a free return label for you to return the incorrect order and upon receipt we can issue a full refundAgain we are so sorry for any inconvenience this may have caused." Therefore the customer was already advised and aware we were not able to get the order shipped overnight

Customer reached out to our customer service team and has been issued a replacement packageThank you

Hello, For order Kplease file a claim with USPS and provide us with the claim number once you receive it Once we receive your claim number we can send heir together with your True Brown, and I will ensure it is shipped to:K [redacted] , WR&A LLP

I am rejecting this response because:Complaint: I reject this proposal as the boxing of each lipkit is part of the amount I paidDoes the company ever sell them without boxes NO!, because the customers are not just paying for the lip kits inside but for the box itselfSo I reject to provide anymore pictures until the seller stops delaying things to keep asking for picturesAs the damage I have shown is enoughAs even royal mail knew so as they said it themselves I can provide more pictures that I initially sent Kylie Cosmetics yet they rejected it entirely Regards, A [redacted]

As previously advised the order was shipped within the time frame promised, and as stated on our order confirmations and our email responses that processing is 3-business days and as soon as the order ships an email with tracking will be sent to youIt is not necessary to send multiple emailsAs the order had not shipped that is why the customer was advised their order was still processing, there was not further information to provide than to advise the order was still processing