Anix, LLC

Hello,Also the customer did advise that their child used their credit card to make this orderAs we cannot authenticate this information or the customer we cannot provide any information on the orderWe do advise that they contact their bank and advise them they think the order was made
fraudulently

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

Per our policy we do not accept returns. http://kyliecosmetics.com/pages/refund-policy Any international fees such as customs are not controlled by Kylie Cosmetics and are issued by the receiving countryThese fees are non-refundableThis is listed on our website.
https://www.kyliecosmetics.com/pages/faqs "I am an international customer (outside USA.) Do I have to pay customs and taxes? All packages are shipped via USPSItems shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Kylie Cosmetics." Thank you

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

Hello,The customer advised that their emails, from email ***@outlook.com, do not reach usI did check our inbox and I don’t see any emails from this customer, alternatively I would recommend ensuring that they are sending emails to [email protected] this is still the case
that they are not able to send email that reach us, I recommend to try sending emails to us from a different email addressI did check the status of the customers’ order K1833367, and according to tracking LN#####S the package was returned back to our hub in OxnardOur policy requires that all returned packages are cancelled and refunded

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

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,
*** ***

Hello, We want to review this information, we advised the customer to send us this information, see exact email verbiage below:"Hello T,Please provide a photo of the outside of the box showing the values and documentation showing our errorPlease also show the customs receipt, for our review."

We show that order K3814842, to have shipped today 12/per tracking 94***9***

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

Per our policy see attached, we only issue replacements we do not issue refundsThe replacement order is currently processing and will ship out soon, as soon as the order ships the customer will receive an email with tracking

*** did not place this order with Kylie CosmeticsAll of our orders placed with us are issued an order number consisting of to digits and a K***'s provided order number in question is #3458. The email address associated with this complaint also messaged our customer service inbox and
sent an inquiry on 9/regarding the order number #3458. We had issued a response to them, informing them that the order number in question was not placed using our websitethe response we issued was the following response below."It appears that the order number you provided is not an order number from Kylie CosmeticsPlease contact the company you did make the order with as they can best assist you with your inquiry below."We continue to recommend that they contact the company that they have placed their order with as they will be able to provide further assistance with their order

Complaint:
I am rejecting this response because:While I understand the terms of our agreement, I still have not received the product, so I do not agree that this matter is settled.
Regards,
*** ***

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, 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

Hello,Per the customers' inquiry they emailed customer service, I was not able to locate any emails based on the customers email, name, address, or phone numberI would want to review the email before I can take any actionPlease advise the customer to provide the email address used to email
customer service so that we can assist in resolving 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

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

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** ***

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