Anix, LLC

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!

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

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, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11876922, and find that this resolution is satisfactory to me
Regards,
Sir W*** ***

It appears the issue lies with order K4532594, the customer is missing one of the Holiday boxes they orderedThe customer did provide the correct photosTherefore we will be issuing a replacement package of the holiday box. Once 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 resolvedFor order K4310758, tracking shows it was delivered back to our hub, and per our procedure we will issue a refund, and the customer was advised this on 12/For order K4560398, tracking 94***9***7, and order Ktracking 94***9***7 according to usps.com states both packages were delivered

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."

In order for us to assist with any issue regarding aesthetic or visual issues we do require photos to authenticate any client issueAs in their case, we would require photosPlease note these steps are taken with all of customers. When a customer places an order they automatically agree
to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your OrderYou are responsible for reviewing the latest Terms and Conditions each time you submit your Order."This information can be found in our Terms of Use (https://www.kyliecosmetics.com/pages/terms-of-use):"In order to provide you with any remedies for a faulty Product, we may need your assistance and prompt provision of certain information regarding the Product, including:your specifying with reasonable detail the way in which it is alleged that the Product is damaged or nonconforming; andyour providing us with any information as we reasonably require.If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costs."Once we have the photos we can then provide a resolution that aligns with our policies

Complaint:
I am rejecting this response because:They responded with tips and tricks on how to apply the productAs I had mentioned to them, this is not my first time using lip products nor is it my first time using kylie cosmeticsIf I didnt have knowledge or understand how to apply the products, I wouldve been complaining since the first lipkit was purchasedThat is not the caseThe company should aknowledge that the color Spice is inconsistent and does not apply well they should allow me to exchange the product or offer a refund since I have no fault as to how the formula is made.
Regards,
*** ***

Today 12/the customer was advised, "We apologize for the delay! We are working double and triple overtime to get your order shipped! We have checked with our shipping department, and you order will ship in the next business days and you will receive it in time for Christmas (as long as there
are no delivery delays with the USPS)Thanks for your patience!"

The customer has been issued a return label for their Vacation PaletteOnce we receive the palette back, we will issue a one-time courtesy refund and will contact the customer. The customer's return label has a return tracking number of 94***We also recommend that the
customer 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 and their package is returned

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include
weekends or holidays)For orders placed on May 5th, the first day the order exceeded processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94***49Please allow 24-hours for tracking to updateWe also recommend that the customer 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

Hello, I am not able to locate an email from this customer using the customers' name, order number, or email addressPlease ask the customer to provide the email address they used in their correspondence to Kylie Cosmetics so that I can assist them with this issue

Hello, Per our policy, see attached, we only issue replacements for missing items we do not issue refundsWe can issue the customer the kits that they are missing from their order

S*** did not place an order through our website, kyliecosmetics.comWhen customers receive order confirmations from Kylie Cosmetics, their order number will consist of digits and a K as the first initialThe order number that is provided by S*** is order number #50883, which is not
recognized in our systemWe have provided two screenshots for reviewThe screenshot provided indicates that there are no search results for the email address [email protected] for our order records, and no record available for the order number providedWe advise that S*** contact the website that she has placed order #50883, with as they will be able to provide the best assistance with the order in question

Hello, There are no emails from this customer based on the email provided, and see attached showing that there are inbound emails from this customerIn addition, is not an order number under Kylie Cosmetics, our order numbers start with a KAlso there is only one order placed under this
customers' email address, and it has not shipped, see attached

Please note that when applying eye-shadow to your hand it will not have the same aesthetic as when you apply it to your eyelidsApplying eyeshadow to your hand regardless of the brand will appear as it does below in your photosOur shadows do have medium build-able coverage, and we do recommend to
use an eyeshadow base/primer on your eyelids to allow the pigment to showAs this is the case and verified with QA and our product development team this issue is resolved

Per the provided screenshot of the charge in question, we can confirm that the order in question was not placed with Kylie CosmeticsWe claim this as the charged information does not match the information for our orders once chargedWe confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behindAs Bree has placed her order with another website, Bree will need to contact the website in question that was used, as they will be able to provide further details for the order number and charge experienced, or contact the bank for the payment method used to place the order for further assistance

Hello, Advised customer today via email:We'll have a replacement package of sent out to you as a one time courtesy. Processing is 7-business days , once your replacement package goes out you'll receive an email withtrackingWe can make a one time customer service exception to send a replacement parcel without the pictures of the products you did receive

Complaint:
I am rejecting this response because:Customer service emailed that they will send replacement package ASAPIt has been more
than the promised processing time which is 3-days and yet I have not receive shipping confirmation about the replacement packageI was supposed to get units of KOKO K in my replacement package.Send shipping confirmation of units of KOKO K with tracking number
Regards,
N** ***