Anix, LLC

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

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

Hello, Thank you for taking the time to provide this feedback, we take our customers' issues very seriouslyThese issues will be addressed appropriatelyWe can assure you that we will be lending a sympathetic ear to our customers', and we will ensure that when issues arise the email will
convey an apologetic tone

Hello, We advised the customer that," Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes. Because of the thicker consistency, this
product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing productJust to clarify because of the consistency of the product when it is moved around the bottle there will appear to be missing productAs customer has requested w e will issue a replacement for Heir and King K

Hello, The customer was advised today: "I can provide you a time frame once you confirm your ship to address." Once we have the ship to address processing is 7-business days, once the package goes out the customer will receive an email with tracking

Hello, Customer was advised via email today 5/11: Sorry for the inconvenience! We'll have a replacement package of Candy K sent out to you ASAP! Processing is 7-business days , once your replacement package goes out you'll receive an email with tracking

Complaint:
I am rejecting this response because:1) they incorrectly state the original order shipped, it was never shipped I spoke with USPS which confirmed it was never given to them 2) they are not shipping my entire order placed March A special offer item that was originally in my invoice has been removed and will not ship because they say the offer period is now over It was their issue they didn’t ship my order, it should be coming in full The reason I placed the order that day was to obtain the special offer it furls *** fraud they could advertise an item to not ship my order and then remove it weeks later when they finally ship
Regardsc***

Hello, 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 answered. Per our policy
we do not issue refunds, see attached, we only issue replacementsThe customer was provided a return label on 7/and advised, “please return the Kymajesty lipstick using the return label attachedOnce we receive the product back, we will issue a new replacement package to you.”

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*** ***

Our response time for emails is within hours, and can be extended during and after launchesThe 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 will issue a replacement package of Vixen, as our policy states we do not issue refunds, see attachedIn addition, the package should ship so the customer can get it in time for Christmas

Complaint:
I am rejecting this response because:I understand not honoring a promotion wanted has endedHowever in this case when you emailed me why my order was canceled it was because your system with the babyDue to your system not processing the payment, this was something that was out of my handsAnd due to the late response from your customer service I wasn't able to even re-order my items to take advantage of the promotion
Regards,
D*** ***

Complaint:
I am rejecting this response because:
I know all the steps on prepping lips for wearing liquid lipsticks, and those steps don't work for this particular watery formulaLike I stated before this formula was more like mousse like beforeThe reason why I didn't mention the issue with the pencil in my first email is because I didn't notice the issue until after I sharpened my pencil with a Mac cosmetic sharpener and a tiny nub of product fell outIt wasn't even a full pencil chunk but a half inch nubAfter the first respone I got I was sure I was just gonna get another message saying "That's how it's supposed to be" so I didn't bother wasting my time again.
Regards,
A*** ***

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 answeredThe customer was emailed on 12/and 12/requesting photos, and see exact email verbiage of the 12/email, "We are so sorry to hear that you did not receive the correct product, do you mind sending a clear 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." Per our procedure we require clear photos of the packing slip and a clear photo of the products the customer receivedOnce the customer emails us the requested photos we can then issue the replacement packagePlease see attached for email chain

Our email response time is 24-hours, and I checked the customers' emails and we responded to all of her emails within that time frameThe link http://kyliecosmetics.com/pages/refund-policy that the customer received took her to a page (see attached) that states “We do not accept
returns, exchanges or refundsAll sales are final.” To reiterate our policy is that once an order is placed it is final and cannot be changed or cancelledIn addition, on our FAQ page (see attached) we also advise that all sales are finalLastly the customer does have access to view our policies prior to ordering

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11555122, and find that this resolution is satisfactory to me
Regards,
A*** ***

Hello,I emailed the customer today requesting photosThe exact verbiage that was used was, "We are so sorry to hear about your Kymajesty please provide photo reflecting that your product "it is less than half full" and we will get back to you with a resolutionWe do need photos that show
exactly what the customer is describing before we can provide a resolution or a replacement product

Customer reached out to Customer ServiceCustomer Service requires more information from the customer in order to proceedThank you

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, Unfortunately we do not accept returns or exchanges, and in order to be fair and consistent we will be upholding our policyIn addition we advised, shade descriptions are open for interpretation and tho both midtone berry and mauve are in the same shade family we feel the updated description more accurately describes the shade

Complaint:
I am rejecting this response because:This business does NOT resolve nor have any concern for what the customer is feeling or issue we are going through There was no resolution rather than ignorance The box was badly damaged and they gave us a duplicate lip colour that was incorrect
Regards,
J*** ***