Anix, LLC

Hello, We received the customers's incorrect product back to our hub, and we are issuing a replacement of order K1611127, Dolce Lip Kit and Candy Lip KitPer our policy we do not issue returns or exchanges so we are not able to refund the product or exchange for another item

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12122659, and find that this resolution is QUITE satisfactory to meBased on the attached picture kyliecosmetics.jpg other people tried to solve the problem having a replacement but the shipping never happened for real and they never provided any tracking info or link.Due to these reasons I will accept the request only when -they will send the package to me, to the German address I provided to their email yesterday (if they do not have it tell me where I can write it in order to no being published online and I will do it) and -with the tracking (existing) link with shipping details and -on top of the picture of the content of the package (currently most of the things I ordered are sold out on the website so I guess how they can arrage another shipment of something they do not have) take a look at the sold out.jpg image taken few minutes ago- invoice declaring that is a replacement so with dollars total - declaring that is a replacement outside of the package Regards, M [redacted]

Complaint: I am rejecting this response because: Their response is untrue, I have responded almost immediatelyWith in the email I provided all order numbers proving proof of purchaseWhich are K1488300, K1305766, KI also attached the same photo of the products, both metallics came in half empty upon arrivalThe lip liner inside products, comes completely out of the bottle Regards, J [redacted] ***

The order number the customer provided is not an order number issued by Kyliecosmetics.com, we would recommend the customer contact the company they purchased the product from for assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11945803, and find that this resolution is satisfactory to me Regards, T [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11670771, and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello, The customer emailed continuously from the same email chain from 6/29-7/6.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 answeredThe customer was advised via email today 7/16, "No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

It appears that the initial order Khas experienced an error on the side of USPSWhile tracking does not show movement, our policy for the transit for all international orders going to be 10-business days and orders could still be delivered within this time frame even if provided tracking does not indicate a moving packageThis information is made public on our FAQ for all customer's review prior to ordering"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacementOn January 22nd, we issued the following response below to inform the customer of the replacement package issued."We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." We issue replacements as a form of compensation for orders that are deemed lost in transitAs this is the case, we have issued a replacement package for the products and the replacement package has shipped as of January 23rdThe tracking information for the replacement package is provided belowReplacement Order Tracking: LX [redacted] USPer the FAQ statement provided above, delivery time for international orders will take 10-business daysWe ask that the customer allow 24-hours for the tracking provided to updateIf the customer experiences any issues with the delivery of their package, we encourage them to contact their local post office for the shipping address provided or to contact our Customer Service team at [email protected] one of our representatives will be able to offer further assistance based of the issue experienced

Hello,The customer was advised we cannot issue replacements or refunds due to our policy, and the exact email the customer was sent on 7/see below:We cannot issue refunds/replacements for missing/lost international ordersThis information is available on our Shipping

Complaint: I am rejecting this response because:I am fully aware and understand the policyWhat Kylie Cosmetics fails to understand over and over again is that there was a mistake in my orderI was confirmed for Heirs when I ordered 1, and confirmed for Candy K, when I ordered Therefore, I am not trying to modify my orderI am trying to have a mistake rectifiedI come from a family of successful business ownersI understand how difficult it is to keep up with customers at timesHowever, we would never keep repeating a policy to address a customers complaint when that policy doesn't fully address a customer's complaintCustomers should be respected and should feel heardI feel as if I'm repeating myself over and over again for the past two weeksJust because there is such a large fan following, doesn't mean that customers should be treated like this as one disappointed customer doesn't effect your business as Kylie Cosmetics has millions of loyal customersAs mentioned before, I was really excited to finally purchase items as usually by the time I try to purchase items, they are sold outYou can only imagine my disappointment going through this situationAs excited as I was, is how disappointed I amI regret not taking my business elsewhere, where I would feel respected and appreciatedI do apologize if I have been harsh or rude in anywayI have just been so frustrated dealing with thisI really hope and look forward to your cooperation Regards, [redacted]

Complaint: I am rejecting this response because: I provided proof that the shade I received was not what I believed I orderedWhatever the policy may be, I am still an unhappy consumer who's interaction with Kylie Cosmetics has been awfulThey are not accommodating whatsoever and their responses have been unprofessional, to say the least Regards, A [redacted]

The customer’s package was shipped 3/7/and tracking indicates that the package was successfully delivered 3/9/The customer reached out to our customer service department 3/11/to advise that they have not received their packageWe responded 2/13/advising them to allow a few days for their package to be delivered as this can be an error in the USPS systemWe asked them to contact us again if they do not receive their packageWe have received no further correspondence from the customer

The order in question has shipped as of 12/The tracking link for the customer’s order is provided below.Order KTracking: [redacted] When checking the tracking for the order in question, it appears that USPS updated the package as delivered per the provided tracking information provided below for review:December 9, at 12:pmDELIVERED, IN/AT MAILBOXCOSHOCTON, OH Located in our FAQ for all customers to review before placing an order, we state the following ship time for all orders"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" Per the FAQ in question, it appears as though the order is now indicated as delivered within the advertised time frame for domestic ordersIf the customer has still yet to receive this package even though the package has been indicated as delivered on December 9th,, we encourage customers to reach out to our Customer Service team at [email protected] regarding this issue and we will have a customer service rep look into the issue experienced and we will offer further assistancePlease note that have a response time of 24-hours for our customer service emailsOnce a customer has reached out us, we ask that customer await up to hours for a representative to get back to them and offer assistance according to the policies we currently have in place

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 The customer was advised to file a missing stolen package claim with USPSOnce we have the USPS claim number from the customer then we can issue a replacement package

We are processing a replacement lip liner for the customerWe have emailed the customer at [redacted] @gmail.comThank you

T [redacted] 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 T [redacted] is order number #3965, which is not recognized in our systemIt also appears, per our records, that the website that was contacted in regards to #was also not our ownWe have included a screenshot indicating that our Customer Service team has not received any emails from the email address on file for this complaintWe advise that T [redacted] contact the website that she has placed order #with as they will be able to provide the best assistance with the order in question

Complaint: I am rejecting this response because: when I ordered the merchandise on the Kylie Cosmetics, by Kylie Jenner, I also signed up to become a customer when I placed the order and I am able to login to my account which was opened on the same day and time my money was stolen from me through my account Kylie Cosmetics, by Kylie Jenner is a fraudulent website that takes peoples credit card numbers and steals the purchase amount of money from unsuspecting customers and then claims that it is not their URL! When I go into my account it tells me that my order is still processing! They are fraudulent!! Regards, C [redacted]

Complaint: I am rejecting this response because: I already have a code with uspsAnd it's not even my job to do that in the first place it's yours! USPS couldn't find my packageI sent emails because no one had replied to me within a week and I'm sick of this scamI figure if I bother you you will finally send me my replacement but I guess notIs this a joke? I'm asking for the replacement to be sent just do that and we will be doneOk? Thanks!! Regards, J [redacted]

Since the customer had a different address initially, our system sent their shipping confirmation, with their original address for their orderShipping confirmations are issued via Shopify and our Shopify systems use the address that is provided when issuing shipping confirmationsHowever, when we update order information for shipping information, we use our system ShippingEasy, as this is our program that generates our shipping label, which we updated for the customers orderTo validate this, we have provided a screenshot of this action, indicating that the address on file for ShippingEasy was updated to the address form provided by the customerWe also communicated this information to the customer in our Customer Service email to the customer when we updated their address information and included a screenshot of this statement in our last response to their Revdex.com complaint."Please note that your address will NOT, appear changed on the shipping confirmation you receive once your order leaves our facility." Unfortunately, our policy for all returned packages is for the order be cancelled and refundedIf we were to replace outside of this policy for this customer's specific order, it would be unfair and inconsistent to all other customers that have experienced an issue with a returning orderThe order has already been processed and refunded, so we no longer have the funds in questionAs we no longer have the funds for the order in question, no further action can be taken with the order, as we cannot issue a replace for the order, and issue a refundIf the customer experiences any address issues with future orders, we recommend that they place orders with our shipping time frames in mind, keeping in mind that during holidays and limited edition launches that processing times may be extendedIf they require further action with their address after the order has been placedwe advise that they contact our Customer Service Team before the order ships, or to contact their local USPS once the order has shipped and they can redirect future orders accordingly so the customer may receive their intended order

Revdex.com: I have received the shipping informationAlso, an email from Kylie cosmetics today (5/16/2017) with information regarding the reason and new time frame for the shipments Regards, [redacted]