Anix, LLC

Per our policy processing times are 3-business days, and "Please keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience." As this extended processing time statement pertains to this order, that is why Aisha's order took longer than business days to process before it ships, policy https://www.kyliecosmetics.com/pages/faqs

Hello,As our return policy states we do not issue refunds, see attached, we will be issuing a replacement packageThe replacement package will ship in the next business daysOnce the replacement package ships the customer will receive an email with tracking

Hello, In situations where the package is located internationally we direct the customer to contact their local post office as tracking information can be incorrectWhen the customeremailed back their question was unclear, and when a question is unclear we ask for clarificationI have
attached a screen shot showing the email conversationI have also attached the address the customer included in their order, and the tracking information showing that USPS deemed the address incorrect and is returning it back to our hubReturned packages can take up to month to return back to usOnce the package physically reaches our hub then we refund it

Hello, The customer was advised to file a claim with USPS, once we receive the claim number from the customer we can issue a one time courtesy replacement of their packagePer our policy we do not issue refunds, see attached, we only issue replacements

Hello, The customer was advised today via email that she will be issued a replacement package of gloss and it will ship out soon, and as soon as it does ship out she will receive an email with tracking

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID 11463706, and find that this resolution is satisfactory to meAlthough they have sent similar responses to me before, if I do not receive my shipping confirmation in the business days they promised, I will reach out to you again.
Regards,
N*** ***

Complaint:
I am rejecting this response because:first off, it has now been past the business days since they said they would send tracking information for my order This is getting rediculous! It has now been a month from the date I ordered the item and trying to get my refund on this! Never again will I order from this website! And I will post on social media, etcon the terrible customer service I am receiving from Kylie cosmetics! I'm over this already. thank you,
Regards,
*** ***

Complaint:
I am rejecting this response because the company never even shipped the original package according to USPS so there was never a delay in the process as they are claiming, they never shipped the product in the first place I have still not received the replacement package but at least I see it has actually left California I will be satisfied when I receive my package but I have no respect for a company that says an item has been shipped and tries to blame the postal service when in fact the USPS never even received the item That is just bad business and from all of the reviews I have now read about Kylie Cosmetics, it appears that this is their standard practice
Regards,
C*** ***

Complaint:
I am rejecting this response because: These tests were conducted by Kylie Cosmetics and not an outside lab. This palette is defective so therefore I am within my right to request a refund. I have MANY eyeshadow palettes with adhesive and they don't smell like this, including two other Kylie eyeshadow palettes. This is not a satisfactory nor quality product which is what I was lead to believe I was purchasing. I did not receive a quality product. I am requesting a quality replacement or a refund. It smells like paint thinner. Do any quality makeup products you own smell like paint thinner? No! No other company would send this subpar crap to their customers. I did not consent to pay $dollars for a palette that smells like paint thinner.
Regards,
C*** ***

Hello,We do try to get to our emails as quickly as possibly due to the holiday we had a high volume of emails to get throughIn addition, the customer did send another email on the same email chain, bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first
that will also cause a delay in responding to an emailOur policy we do not modify or change orders, see our policy attachedWhen the customers’ email was reviewed the order had shipped, and we were therefore unable to modify the orderPer our policy we do not accept returns or exchanges of our products see policy attached

Complaint:
I am rejecting this response because:This matter is still not resolved I recieved a shipping confirmation on friday with the tracking number they mentioned However, the breakdown of products they were shipping were only a few items in the whole $bundle I emailed them back and advised them that not all items were being shipped So until I receive all items I paid for....claim is still unresolved.
Regards,
D*** ***

Hello, We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering

Complaint:
I am rejecting this response because: According to the tracking id provided to me , it says my products left the States on 22/06/If the parcel had left on 22nd its 8th of July today , the delivery time frame is 7-days (as per what USPS told me) , I have no news of my parcel till todayI strongly feel they have provided me someone else's tracking id as if it was mine they would have mailed me on 22nd june itself about its departure.
Regards,
V*** ***

Today 11/19 via email the customer was advised: "Hello Y***According to USPS.com, "Your item departed our USPS facility in LOS ANGELES, CA on November 7, at 10:amThe item is currently in transit to the destination." We have reached out to USPS to see if they can
provide us with more accurate information on the location of your packagePlease note that UPS takes about 2-business days to get back to usIn addition, we recommend that the customer can use https://www.aftership.com/courier/india-post-int to track their package"

Hello, It appears the issue may with the address, in the order the customer put apartment 1##but in her email to customer service she put It appears to be an order entry errorBased on this information the customer won't get their packageI will issue a one time courtesy replacement to the customers's address *** *** *** *** ***
*** Tampa FL 33602.K1631476K

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11448087, and find that this resolution is satisfactory to me
Regards,
E*** ***

Hello,On 11/8, the customer advised that we have fixed the issue with their order and that we will issue out a new tracking number, see exact email verbiage customer was advised: "Hi We apologize for the delay it appears there was a delay in your order No worries, I manually fixed
the issue, and you will receive a new tracking number once the order ships! Thank you for your patience."

I am rejecting this response because:
I am legally entitled to a refund since the company did not
deliver my orderI don;t have anymore time to waste in dealing with themIf I haven't filed this complain they wouldn't even send replacements to my missing orders, this is according to an email I have received last July 3.Thanks Revdex.com for the help and very fast actions.Regards,
*** ***

Complaint:
I am rejecting this response because: if I am being charged for customs that means kylie cosmetics put a price on the box with the glosses instead of saying that they costed me 0usdIf they said it was 0usd then I wouldnt be charged for customsThe glosses were replacement and they costed me 0usd for a fact!
Regards,
R*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11439115, and find that this resolution is satisfactory to me
Regards,
S*** ***
I was notified several times using the same excuse that your replacements were behind and that I would receive a replacement within three to business daysI have all the emails regarding this situation of being reminded so I feel this one is no different until I actually receive a shipping confirmation