Anix, LLC

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

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

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."

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

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*** ***

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

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: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,
*** ***

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

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, 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, We want to ensure that our customers feel heard and are happy with their items, we can have the customer send back Maliboo and Dolce for our lab to reviewOnce we receive the customers returned products we can send her fresh new ones to her

Complaint:
I am rejecting this response because: Kylie Cosmetics refuses to even consider any other scenario but the one they presentedMy evidence is digitally concrete as wellWhich they have completely ignoredStill refusing to accept their response.
Regards,
M*** ***

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

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, 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

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*** ***

Complaint:
I am rejecting this response because:I attached a screenshot on my last response which showed the addrsss given and the address that was used, and they are not the sameIt was a admin error on their part that the address was inputted incorrectlyI could not call the postal service as I was unaware the item was sent to the wrong state and the initial email told me the changed address would not appear correctly on the email that would notify me of the shippingA few days later when I reached out to the company they emailed me a general website no tracking information for the packageIt wasn’t until after Christmas that they provided me a tracking and I was able to see the wrong city and state appeared on the packageRegardless of it being the Holiday Time or not other their response as well as the shipping of the product to the wrong city and state was too long and not timelyEvery company has policies to follow but every situation is not the same and there are extenuating circumstancesThis was one of those situations and they failed on customer serviceHow can you ask a customer to reorder an exclusive item that is no longer even provided? After the experience of not receiving the information and the product in a timely manner, how could you expect a customer to reorder? For one the product wasn’t available to reorder, number two it took weeks for the item to even be shipped, which is not acceptable ESPECIALLY during the holidays, three you failed to deliver and took no responsibility and didn’t try to figure out where the situation went wrongI wanted the product that I couldn’t order anymoreThe response was it wouldn’t be fair to give a refund and the product to the customer as you would need to do this for everyoneIf this is consistent and there are multiple cases then something needs to be fixedIf it’s a one time situation and again this case was an extenuated circumstance then you are providing customer service to a customer due to the extenuating circumstanceI have been a costumer since the company began launching products, I have a history with purchasing from themAfter this experience I will no longer purchase products as it is more than disappointing on the lack of customer service that was provided and the lack of care or concern to make the situation right for a repetitive customerThe holiday season is busy for all retailers and that is not an excuseI was already being understanding that my product was taking 3- weeks when it was ordered in November Regards,
S*** ***

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

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*** ***