Anix, LLC

Hello, Per the customers email to Kylie Cosmetics they advised that they received Koko which is the name of the shade the customer orderedThe customer wanted to make sure that she received the the correct color, and provided photos of her wearing Koko KIn reviewing the photos it appears the
customer has received the correct shadeThe customer was provided this information via email today 7/

We don't show the customer linked to this order, and we also show another email chain going with a conflicting customer responseAs we don't show this customer linked to this order, and we do need to ensure this is in fact their orderWe emailed the customer advising they verify the last four
digits of the credit card used to place this orderOnce the customer verifies the correct last four digits of the card we can then look into this request

Hello, The customer initially emailed us on this issue on 6/about transit time, and we responded on 6/with requesting the customer’s order number so we can look into it for themThe customer responded on 6/and again on 7/4, pushing her to the front of the email queue with the new
emails and we do answer old emails firstWe responded to the customer on 7/providing the tracking number, and the customer emailed on 7/requesting the location of her packageAccording to tracking LZ88#####86US the package was delivered on 7/If the customer has not received their package we recommend they contact their local post office to trace the location of their package

Complaint:
I am rejecting this response because:
Hello, sorry I
haven't got back to youI actually do have some informationafter a month of putting my order inA company sent conformation email ( I will forward you the email they sent me) They also sent me tracking number that doesn't exist at allby the way this is the tracking number 94***I tried emailing the company back but I was blocked from emailing them/My emails was being rejectedI even tried emailing them using other account, It didn't work, I was also blocked from thatalso the company that emailed me was a different accountthis is the email they used Dear m*** ***,Thank you for your order from Kylie Cosmetics! We wanted to let you know that your order (#790) was shipped via USPS, USPS First Class Mail on 8/11/2016. You can track your package at any time using the link below.Shipped To:m*** ***Welsfargo*** * *** ** *** ***MINNEAPOLIS, MN 55403-USTrack Your Shipment: 94***75This shipment includes the following items:Item #DescriptionQtyMatteLip03Candy K | Lip Kit1Thank you for your business and we look forward to serving you in the future!Kylie CosmeticsPhone: Email: Website:
Regards,
M*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886506, and find that this resolution is That they are sending me another package as their one time courtsey, they have asked for 7-days to process the order thoughThey finally replied after ignoring of my emailsIm just praying that I dont have to go through the same hassle and trouble this time
Regards,
T*** ***

Hello, The customer received the below email today 7/7: I have contacted USPS to find out the location of your parcel, and also if it is in the US I have asked them to see if they can update your zip code to Before I can provide a resolution I'd like to hear back from USPS
Please note USPS can take up to business days to respond, once USPS updates me I will email you

Hello, Today 8/via email the customer was advised we are replacing her Poppin' gloss, see below for exact email verbiage: "Hello R***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.Thank you"

Hello, Today via email the customer was advised of the below: "So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Revdex.com:I received the replacement package with all the products today :)
I have reviewed the response made by the business in reference to complaint ID 11750862, and find that this resolution is satisfactory to me
Regards,
*** ***

The customer contacted us 3/13/stating that only their gloss brush was defectiveThe customer did not mention an issue with a second product in their initial contact. Our customer service team responded 3/14/requesting photos of the damage to their item.The customer responded 3/14/
providing photos of the damaged product and advised that a second product had a smell and asked to return/exchange. We responded 3/15/Requesting a photo of the additional itemThis image was not provided. We issued a replacement on 3/16/for the photographed first item and offered to replace the second product if this was returned to our headquarters as no image was providedAs the customer has advised this is a smell issue we requested for the product to be sent back to us to validate the claimPer our Terms of Use we reserve the right to exercise this, a term the client agreed to when the order was submittedBy not sending the product back to validate this claim we are unable to provide assistance as offered. Kylie Cosmetics is not responsible for any shipping fees incurred to return the product back to our headquarters as we do not accept returns, exchanges or issue refunds per our return policy. Per our Terms and conditions, we may decide not to replace or refund a customers product and we may require them to pay all carriage costs and servicing costsThe customer agreed to these terms and conditions when placing their order

The customer's order has been canceled & refunded. Please note that it takes 7-full business days to show up in their account.In addition, there have not been any inbound emails regarding this order from this customer based on their contact information, including their email
address, see attached

As previously advised kyliecosmetics.com is not linked to Kyliecosmeticoutlet.com, therefore we recommend to contact the Kyliecosmeticoutlet.com customer serviceTo confirm we do not authorize the resale of our products, and that is what Kyliecosmeticoutlet.com is doing

I am rejecting this response because:I've explained many times already the reason I am complaining is because I did not go through any of the payment procedures and my credit card was charged. The company's reasoning is that they do not save credit card information and that I have to manually go through the credit card information. I'm sure that case holds true for most, and hopefully almost all their customers but this was not the case for me. I don't appreciate how the company has dealt with this matter at all, instead of writing me off they should be looking into this issue and perhaps there is a bug in their system. I work for an e-commerce website developer and I know how an online check-out procedure works, but I also know bugs can occur. I'm not even asking for a refund anymore but I'm asking for the company to look into this matter because this is utterly unacceptable that they think I would need DOUBLES of lipsticks, and went through the trouble of two check-out process twice in minutes to purchase doubles. I've purchase from this vendor MANY times before so I know, and this is an order I did not make but I was charged. If this company has issues with their payment systems and security there is a need to look into this matter and not just write me off with "No Refunds". Because I already have the products, I don't need seconds, it isn't a refund if I didn't purchase it. Anyways I'm not even looking for my money back anymore, I knew it was impossible after reading their poor poor customer service, customer service reps, and reviews, but this is a huge security issue because no vendor can charge any customer's credit card without consent, send products they don't need, and feel like the order was justifiable because goods were received. I hope you re-open this case for the company to actually look into this matter seriously, instead of refusing to accept that they may be at fault AND fix any bugs in their system that may cause other customers to fall victims like me, just so they can keep my $300. I've willingly spent over $on their products already, I'm not a customer who's just arguing for a refund because I don't want to spend. But I can't stay silent if they're just taking money out of my bank account without my consent
Regards,
T*** ***

Hello, The customer was advised via email today 7/7: "I have reached out to USPS to ask for the location of your package, once I have an update from them I can provide a resolutionPlease note a response from USPS can take up to business days."

Hello, The customer has been advised today 7/via email that USPS has been contacted to locate their package, and we are pending stating a resolution until we hear back from USPSThe customer has been advised that she will be emailed tomorrow

Complaint:
I am rejecting this response because:If I had sharpened the pencil within 14-days of purchase then I would have sent the emailHow would I know that they are selling product that doesn't work? I emailed them as soon as I attempted to sharpen the pencil and it didn't work.
Regards,
A*** ***

Hello, In reviewing the customers' email trail from email t***@gmail.com, it ended on 3/23/and none of those emails are in regards to a product that is not filledWe requested the customers order number so we can look in to this for them

It appears that M*** had their order shipped to a mail forwarderLooking into this matter further it appears that for the order Ktracking 94***51, the package was received and signed for by the recipient and the ship to address listed on the order of
*** ** *** ** *** *** Tualatin, ORAs we have provided the service promised delivery of our customers order, and we have proof that it was received and signed for, see attachedAs this is the case we would direct M*** to contact the mail forwarder for the whereabouts of their order

Hello,The package was received back to our hub on 6/27, and on 7/the customer was advised via email, " We are currently processing returned packages; once your package arrives this process can take 7-business daysOnce your package is processed we will have a replacement package sent out to you, and you will receive an email with trackingWe are inside the processing time of our returned back processing time frame that the customer was advised on

Complaint:
I am rejecting this response because:So I have basically spent money on a product and shipping....only to receive absolutely nothing. You have made this decision incredibly easy for me, and I will no longer remain a customer at Kylie CosmeticsThis is absolutely unprofessional, unacceptable and incompetent customer service, and it is apparent that this brand is only concerned with the bottom line and not retaining loyal customers and customer satisfactionI will be sure to let others know about such poor service so they don't end up as disappointed as I am and conned out of their money, as I have been.T*** ***
So I have basically spent money on a product and shipping....only to receive absolutely nothing. You have made this decision incredibly easy for me, and I will no longer remain a customer at Kylie cosmeticsThis is absolutely disgusting customer service and it's apparent that this brand only cares about the bottom line and not the satisfaction of their customersI will be taking this further