Anix, LLC

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*** ***

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*** ***

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID 11846130, and find that this resolution is satisfactory to meShould the refund not come through, I will be contacting you guys again.
Regards,
*** ***

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

After our initial Revdex.com response to the customer on 12/10, we have responded to each and every email the customer sentWe have responded to these emails within our promised response time frame of hoursAs this is the case, we have included the email chain that is date and time stamped for your reviewThe customer was also advised that the order will ship in the next business daysOnce the customers' 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

Hello, The customer initiated the conversation by sending an email on 6/and there was back and forth to retrieve information on the issue such as photos of the issue and verifying the order numberFrom 6/26-7/I reviewed the emails and we were able to respond to the customer within our
24-hour response time that is listed on our website, see attachedWe were out of the office for the holiday and unfortunately not able to respond to the customers’ 7/email and the customer emailed again from the same email chain on 7/and it pushed her to the front of the queueIn reviewing the photo the customers’ description of the issue we will issue a replacement of Mary Jo k linerThe customer was emailed today advising that we will issue a replacement

Complaint:
I am rejecting this response because: good afternoon,I did recieve this
response and was told I would recieve a tracking number, however I haven't as of yet and it has been a week (albeit a bank holiday), however as there was a recent release I would assume it would have been sent out at the same time as the rest of the products purchased by other customersI did actually buy a lipstick on their release day on Monday/Tuesday and received a shipping confirmation the next day, however nothing regarding the replacement item even after emailing them to chase it up
Regards,
B*** ***

Complaint:
I am rejecting this response because:I did not receive my palette!!! Should I pay for something and not getting it? I happen to miss thetime frame for being out of the country by the time I did my order so I should be pumishedbecause of that? I ask Revdex.com if there is a way I can go to court because of thatI am feelingdeeply upset and won't give up till I get the product which I paid for! c*** ***

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include
weekends or holidays)For orders placed on May 5th, the first day the order exceeded processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94***93401759313Please allow 24-hours for tracking to updateWe also recommend that the customer 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

Hello, The customer was responded to by Kylie Cosmetics via email on 8/and 8/both emails requested a photo of what the customer is speaking aboutPlease see attached email thread showing that we responded to the customers' emails, and I have highlighted our responses in yellowAlso we
do need photos of the exact issues the customer is describing, once we have the photos we can provide the customer with a resolution

Complaint:
I am rejecting this response because: I actually initially emailed the company on 5/when I received the empty package, not 5/I emailed countless times with more ignored outcomes than responseson 5/I was advised to send a picture, so I didThen, again on 5/they asked for another picI had already sent one, thoughThe address of the company according to the woman I spoke with on the phone from SPATZ LABORATORIES which KYLIE COSMETICS prints on their invoices has yet to be explained as well
Regards,
G** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11983229, and find that this resolution is satisfactory to me
Regards,
A*** ***

Complaint:
I am rejecting this response because: it's not my job to do this you could have called usps but ok here you go the code I got days ago for youCA
Regards,
J*** ***

Hello,The reason for the delay in response from Kylie Cosmetics is that the customer kept sending multiple emails in a row, and this put her to the back of the queueFor our emails we do have a response time of 24-hours, and this information can be found on our websiteI found the customers'
order provided her with all the information she requested via email today 5/see copy of email below:Hi Lydia,Please only send one email, sending multiple emails will delay our response time. Your order Khas shipped! Your email address has been updated and I resent you your order confirmation and your shipping confirmation for your records. Tracking: 9400110200881008757409Thank you!

Complaint:
I am rejecting this response because:Kylie customer service replied to wrong email and exchange order Kon 7/The order I am complaining is an outstanding exchange from order Kfrom June 9thTheir email acknowledged they have received returned products from me and processing time is 7-days It has been a month since thenI have sent two emails after 6/and have never gotten a reply yetHere is a copy and paste of their email to me on 6/9:From: [email protected]: ***@hotmail.comSubject: Re: Fwd: A shipment from order Kis on the wayDate: Thu, Jun 16:38:+0000 Hi E***,We have received your returned product packageWe'll have a replacement package sent out to you ASAP!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you.--Best, *** HTeam Kylie Cosmetics Regards, E*** Waloejo
Regards,
E*** Waloejo

Hello,Per our policy (see attached) we are not able to replace international orders that were lost in transitThis policy is located on our websiteToday 5/the customer was emailed that due to our policy we are not able to issue a replacement for her lost order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11872249, and find that this resolution is satisfactory to me
Regards,
S*** ***

Hello, The customer was advised of the below via email today 6/7: 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?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11734191, and find that this resolution is satisfactory to me
Regards,
Y*** ***

Hello,Our official website is www.kyliecosmetics.com.The customer’s order was placed through another websiteThe order number provided by the customer does not match our official order numbers, which all begin with K. The customer’s order number is not valid in our systemsThe customer’s
email address does not match any order made in our systems. We do not process orders anywhere other than our official websiteWe also do not authorize the resale of our official products anywhere, and all products are sold exclusively on our website www.kyliecosmetics.comPlease note fraudulent websites may use our information to appear legitimate, however they are not authentic. The customer contacted our customer service department via use of their email address on 12/15/and was advised on 12/15/and 12/18/that the order number and confirmation email provided was not from an order placed on our official website