Anix, LLC

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: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, 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

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."

Our response time for emails is 24-hours, but during and after launch times this time frame can be extended this information is located on our website, see attached The customers’ initial email was sent on 8/15, this was after a launch, and we responded on 8/(which is within
hours) to resolve the customers’ issueThe customers issue was resolved on our 8/email to the customer advising that the customer that we will send a replacement package of the missing products, and the processing time frame is 7-business daysI reviewed the replacement order and we were able to ship it on 8/19 tracking 94***9***0, which is within our promised processing time frame of 7-business daysTo verify the customers’ order Kwas placed on 8/10, which verifies the customer has not waited over a month for this orderIn addition, based on our processing times 3-business days and shipping time frame of 3-business days, as of today we are within our within our processing time frame of even the original order

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

Hello, On 8/the customer was advised of the below:"I am the customer service leadI am so sorry for all the back and forthI see that your concern is customs feesI see that on 8/Melina sited our website policy,https://www.kyliecosmetics.com/pages/shipping-policy, basically stating we
don't cover customs' fees. Since this is a replacement package you should not be charged for customsIf you are charged please email us backDon't hesitate to reach out to us with any further questions."

Complaint:
I am rejecting this response because: It has been nearly weeks and my package hasn't arrived yetI've been trying to contact them but no one is responding to me and I haven't received any information from you either
Regards,
Y*** ***

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 answeredPer our policy, see attached, we don't issue refunds we issue replacementsWe request the customer file a claim with USPS, as they might be able to locate their packageIf the package cannot be located please email us back and we will provide a resolution that aligns with our policies

Hello, On 5/the customer was told via email “processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.” Today is day of processing, and I have requested that the package ship tomorrow, which puts us within the time frame we originally
promised that we would ship

Our response time form emails is 24-hoursThe 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 answeredThe customer received an email
on 7/advising her replacement in processing, We are so sorry for this issueWe'll have a one time courtesy replacement package of order Ksent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with trackingWe advise this is sent out as a courtesy, because the customer is not recharged for shipping or the items

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11871286, and find that this resolution is satisfactory to me
Even though they still haven't responded to me letting me know, they did send me a replacement for the mistake in my orderI
am satisfied with this and wanted to update you guys that my complaint is resolved.
Regards,
S*** ***

Hello, Our response time form emails is 24-hours and can be extended after launches, see this information listed on our FAQ page attached. 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 answeredWe did respond to her email on 8/asking for photos, "We are so sorry to hear that you did not receive the correct product, do you mind sending a picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visibleWe'll get back to you." Once we receive photos authenticating the customers' claim we can then issue a replacement package of the missing items

Hello, The customer was advised via email today 7/to file a claim with USPS, and provide us with the claim number as we need this claim number to issue a replacement package

We advised the customer that this fill line is prevalent to our productsAll of our products are all filled to net weight to avoid leakage and help provide a clean applicationSo sorry for the confusion!

Our response time for emails is within hours, and can be extended during and after launches The customer emailed Kylie Cosmetics (times in a row) 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 answeredOn 12/the customer was emailed and advised, "We are so sorry for this issueWe'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 tracking."

The customers order was received on 12/and they emailed in on 2/The customer was advised of this information on 2/7, "Our time frame to issue replacements is to email into customer service within weeks of receiving the It appears your item is outside of our replacement time frame
and is no longer eligible for a replacement. Please keep in mind that we have this policy in place in order to be fair to all of our customers. This policy is listed on our FAQ page: http://kyliecosmetics.com/pages/faqs" As this is the case we will be upholding our policy and not issuing a replacement

I am rejecting this response because: it is 100% unfair.I paid for items I have never recieved and the business claims they are not responsibleThey have my money whilst I don't have anything to show for it Absolutely terrible customer service
Regards,
C*** ***

Hello, Customer was advised today 5/via email that we will send a replacement package as a one time courtesy, and if they could verify their entire ship to addressOnce we receive their correct address we can issue a replacement package

Before we had issued our one-time courtesy replacement package, we had confirmed an alternate address, in order to prevent any possible shipping issuesThe customer had provided an alternate address for their replacement package and we have issued a one-time courtesy replacement package to the provided destination, per the customer's instructionsAttached to this response is a screenshot of our of representatives issuing a replacement package to the alternate address we were provided per the customers response to us. As this package is being shipped internationally, the customer's replacement package may be experiencing a slight tracking delay as their replacement package is shipped to their new, provided address. In order to remain fair and consistent to all of our customers, we are unable to issue another replacement package for this order, as it was a one-time courtesy replacementAs we have issued a replacement package, we are unable to issue both a replacement and a refund for the same orderThis would also be unfair and inconsistent to the rest of our customers, as our policy states to all customers before ordering that we do not issue refunds for orders and all sales are final.Refund Policy:http://kyliecosmetics.com/pages/refund-policy As this is the case, we recommend that the customer stay in contact with their post office for the correlating shipping address that they have provided, so the customer can stay updated on the transit of their replacement order and receive it accordingly