Anix, LLC

Hello, Per our policy if an order becomes lost in transit or any type of transit issue preventing the customer from receiving their package it will not be replaced. "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

The customer has informed us that she has filed a chargeback with her bankAs this is the case, we are currently unable to process a replacement for the order in question at this timeThe money has temporarily been refunded to the customer by their bank until a final decision is madeWe will continue to handle the chargeback with their bank.The customer was also informed that per our policy, we ask customers to file a missing mail search with USPS so they may initiate a search and locate the order in questionOnce we receive a claim number, we proceed to issue a replacement package for the order in questionThe customer was made aware of this information 7/17/with the following response, "Per our policy we do require a missing mail search number in order to issue a replacement packagePlease note that by filling a missing mail search you are enabling USPS to look for your packageUnfortunately we do not file missing mail searches on your behalf." As the customer has not yet forwarded us a claim number as requested per our policy and has advised us that they have contacted their bank with the intention of a chargeback, we are currently unable to replace the order in question

On 12/the customer was advised, "We are so sorry for this issueWe'll have a replacement package of Candy Matte liquid lipstick sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with trackingWhen the customer emailed back in on 12/13, we responded advising their replacement order had shipped, "Hi Sarah Your replacement order has shipped! Tracking: 94***8***8. e 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 resolved

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary, and this policy directly applies to this customers order as we had a limited edition promo and limited amount of KKW on our site. Thank you for your patience,"
https://www.kyliecosmetics.com/pages/faqsAs this is the case processing times can take beyond our processing times of 3-business daysAs we aim to be very transparent, and list this information on our websiteWe are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking

Complaint:
I am rejecting this response because:We're just going around in circles hereAgain, I need something done, besides apologies and stating what the business already told me for the 100th timeIf you don't issue replacements on packaging, refund the shipping rate I paidDo something to resolve the problem, don't repeatedly apologize
Regards,
*** *** ***

Complaint:
I am rejecting this response because: I contacted USPS as told by Kylie cosmetics and they told me that I cannot file a claim for a missing package because the product purchased was not insuredInstead they were able to assist me open a caseAlso the post office near me called me today on 6/29/and told me that the company are the ones that have to file for a claim and that the post office has no power to do anything regarding a claim.
Regards,
N*** ***

Customer was advised via email today: 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?

Hello, The customer has been advised today 7/via email that I have contacted USPS to find out the location of the package in questionsI am pending providing a resolution until I hear back from USPS

Hello, Per our policy if a customer did not receive their package we issue a one time courtesy replacement package, we do not issue refunds(see attached) The customer was advised today to, "Please file a missing package claim with the post office, you can file the claim over the phone or on
their website." Once we receive the claim number from the customer we can issue a replacement package

Complaint:
I am rejecting this response because: I inderstand your policy and I am I am very thankful for the refunds and cancelations that went through but on this specific order, or orders, especially when new items are released, I may over or under orderThere’s no phone number to call to get things caught right awayAnd it’s very disheartening that a company of such enormous size can’t help moreI sent quite a few emails regarding these products and these specific orders, my other orders were taken care of and I was getting responses in a few minutes at a timeOn the email I was getting direct and ast responses I had mentioned the two orders and they were ignoredI will abide by your policy and let it go, and only order what I hope I need for now on but on this specific case it’s disappointing my several attempts were ignored Regards,
R*** ***

Complaint:
I am rejecting this response because:I have waited for days to receive a confirmation email or a shipping email of my order being processed and I have not received any email from Kylie CosmeticsAll i've wanted was my order that I paid for and they are not sending it to meI've been waiting over two weeks now for my order and I am tired of waiting.
Regards,
J*** ***

Complaint:
I am rejecting this response because: it takes longer than two weeks to determine that your product is defectiveI was using other products at this time, when I decided to use your product it was well after two weeks but the product is defective no matter how long it took for me to find outThe company keeps referring back to their policy, but this command sense and basic business practice to stand by your product and brand
Regards,
T*** ***

Complaint:
I am rejecting this response because:Business jacked me around for days only to tell me NOW I won't be getting replacement orders because they tagged it as fraudulentIt is not fraudulentThey are legitimate claims I'm making to which business couldnt care less and is refusing to ship NOW because they are the thieving party.I received both packages on 7th March and send email to CS on 7th March telling them 1) I'm missing one product from an order Kand 2) one of the product I received from order Kis defectiveSent follow up email on 10th March to which CS finally responded that they will be sending replacementBusiness HAD TIME between 7th and 10th March to check if it's fraudulent but they did notI was only told on 10th March in email that they will be sending replacement package after 3-days processing time. So I waited after 3-business days, no word and sent followup email regarding status of my replacement on 18th MarchSent second follow up email on 21st March and thirdly on 22nd March only to get reply that they won't process my replacement package now.STRAIGHT UP, for issue 1) if indeed it is fraudulent, business wouldve said they open a tempering claim with USPS because I told them my package was UNSEALED thus in my opinion, that negligence by business, cause product missing from my packageFor defective issue 2) if indeed it is fraudulent, SEND ME A RETURN MAILER AND I WILL GIVE THEM BACK THE DEFECTIVE RUNNY LIPSTICK THEY TRYING TO SADDLE ME WITHNo way I am paying good money for runny as snot, defective, low quality product nor Im hold responsible for UNSEALED package sent by business
Regards,
N** ***

Hello,The customer was advised on 5/that we will send a replacement package, and to provide an alternative addressThe customer responded on 5/with an alternative address.Today the customer was advised today 5/4:"Sorry for the inconvenience! We'll have a replacement package of order K
sent out to you ASAP!Processing is 3-business days , once your replacement package goes out you'll receive an email with tracking

Complaint:
I am rejecting this response because:
Dear Kylie Cosmetics,I have pictures that say otherwiseYour answer says that mistakes are never made by filling the productBut why do I then have different lip kits how are filled differentlyOne (almost full, this is the Candy K I ordered before) a couple half full and two full for 2/5. I am very disappointed how you cope with this problemI am happy with the product, but the way you handle this problem right now is very disappointing.
Regards,
*** ** ***

Our response time for 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 Today 9/via email, the
customer was advised: "Thanks for reaching out! If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items, as do not currently have a return, refund or exchange policy." We have included our return policy attached

Complaint:
I am rejecting this response because: I don't care about the excuses T*** is making for Nicole not replying to my emailsThere was a long gap between the time I emailed the requested photos to Nicole
and my last emailed dated 3/24/in which I detailed my frustration with the lack of communication or concern for sending my missing lip color! T*** stated that all of the staff are able to view the emails and yet not one of them did!! I don't see an explanation for not replying to the 3/24/emailDo you? It is now 7/13/and she expects me to have a copy of a receipt I had from 2/29/16? I no longer have that receiptIt is ridiculous of her to think I would save a receipt from a company who did not answer my complaint nor one I would ever do business with againIt is abundantly apparent that this will never be resolved to my satisfaction and my complaint needs to be documented as such! I will never buy from them nor recommend them to anyone
Regards,
D*** ***

Hello, The customer was advised that on 4/we are sending a replacement of the missing products

Hello, Per our policy we do not issue refunds only replacement packages(see attached) Advised the customer today 5/via email that we can send another package as a one-time courtesy. I asked if the customer has an alternative address, so that there isn't another issue?

On 7/the customer was advised to file a missing mail search, and once the missing mail search was filed to give us the numberThe exact email verbiage the customer was advised, " We are so sorry to hear you did not receive your productsPlease file a missing mail search with the
post office, you can file the missing mail search using the link below: https://www.usps.com/help/missing-mail.htm Once you receive a claim number please give it to us and we'll get back to you." The purpose of a missing mail search is to check with USPS, to see if they can locate the customers' packageOnce the customer provides us with this number we can then issue a replacement package. 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 resolved