Anix, LLC

Hello, Today 7/the customer was advised via email: "We will make a one time customer service courtesy exception and send you a replacement So Cute gloss without you returning your So Cute GlossYour replacement order will ship out soon, and once it ships you will receive an email
with tracking."

As it appears the package has been lost by USPS, we will therefore issue a replacement package for their order in question, K6423210, which was placed on August 1stThe customer was advised today 8/via email that we are issuing a replacement package of the lost order KThe exact email verbiage the customer was issued is provided below."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." When the customer does receive her tracking information, we advise her to visit usps.com frequently for updatesIn addition, if any further issues arise, we also advise that the customer please email customer service for further assistance. As we have issued the desired settlement to the customer, no further action is required on our end

Complaint:
I am rejecting this response because:Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items onlineHowever, this is my issue every time they do a restock I log in the second the online store reopensTheir store
allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting areaDuring this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold outI understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our orderWhat they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay forTheir disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave aboveYesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold outThe store opened at 3pm and 3:02pm I was denied productIt's ridiculous and they need to have much better practicesNow I will be satisfied with two thingsEither they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentaryIf much rather pay for the items but at this point they need to make it right period either wayI've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands moreI have seen complaint after complaint on the Instagram account of people having the same issueIt's is unacceptable
Regards,
M*** ***

To clarify the orders the customer made were already canceled when the customer initially emailed us, and once we had checked that the customers’ information, we advised, “Thank you for your prompt response! We have looked into your order with our team and have cleared your cards for future orders
Please allow up to hours for our system to update and then you can place a new order without a cancellationWe apologize for any inconvenience this may have caused.” This email is referring to the fact that the customer is clear to make orders, but since canceled orders cannot be reversed she would have to place new orders

The customer is incorrect, we were in constant communication with them via email from our response to their initial email to our final email stating the replacement package shippedI have also included an attachment of the email conversation that is time stamped to show this informationAs you can
see the issue was resolved before 12/22, when the customers complaint was submittedAccording to the tracking number 94***03 via usps.com Your item was delivered at the front door or porch at 1:pm on December 23, in CLARKSVILLE, TN The replacement package has been delivered the customer has their complete order, this issue has been resolved

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

Complaint:
I am rejecting this response because: The company has failed to take accountability for their faulty actionIf it is possible for a customer to go to Kylie cosmetics website, add a product to their bag, and checkout, then be redirected to a different website to be scammed, this is kylie cosmetics fault for not securing their websiteI will be desputing the charges to my bankBeware Kylie cosmetics SCAMS CUSTOMERS AND DOES NOT TAKE ACCOUNTABILITYSad excuse for a businessI have been asking around and this has happened to MANY OTHERSDO NOT ORDER FROM KYLIE COSMETICS THIS COMPANY IS A SCAM
Regards,
S*** ***

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

Hello,The customer was advised via email on 8/1, "Thanks for reaching out! It appears you did receive the correct shade; please keep in mind that colors will appear different on everyone depending on your skin tone and lip pigmentation." In reviewing the photo the customer did receive the correct
shadeDue to lighting, saturation, lip pigmentation, lip colors are going to vary in appearance from person to personPer our policy we do not provide refunds, see policy attachedFor the customer advising she is having wearability issues we have a few tips: Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. Try 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 together

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*** ***

According to usps.com and auspost.com.au, "Your item was delivered in AUSTRALIA at 1:pm on December 19, 2016." The customer was advised today 12/via email, "Thank you for contacting us regarding your parcel. Please contact your local post office or your customs office as it appears they could be holding your package." Also if they should have any issues to email into customer service so that we can ensure their issue is resolved

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

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."

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

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

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*** ***

Complaint:
I am rejecting this response because: I do not want their productI'm sure I won't receive this "courtesy" replacement box either so if they’re refusing to do ethically right by a previously loyal customer they can keep their products as well as the moneyI will no longer shop with the company and plan to advise everyone who I’ve previously encouraged to try their products of this shameful encounterYou may close this complaint out as I'm clearly not going to be provided with the proper respect
Regards,
K*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID After further research it does appear to be another company -- Beauty by BCS -- that fulfilled my orderHowever, per the attachment, they are portraying themselves as Kylie CosmeticsThe email address I have been contacting is [email protected] their emails are signed as Kylie Cosmetics by Kylie JennerWhat are the next steps I should take against this company portraying themselves as Kylie Cosmetics?
Regards,
D*** ***

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