Anix, LLC

Complaint:
I am rejecting this response because: the business has confirmed that there is an issue with the packaging adhesiveI have had my product for almost weeks and the odor still is noticeableThis bring me to the fact that a product is defective if it has such a string odor to the packaging meaning the putting together of the palette components was carelessly made.The companies refund policy states that a replacement will be send if the product arrives as not describedMy product arrived as not described and I require a replacement per their policy. I am unsatisfied with the product I received and need a replacement at the minimum.
Regards,
P*** ***

Per our records, the customer's email provided has been removed from our database, which indicates that the customer's email is no longer on file to be contacted in regards to advertisements, alerts, etcWe have provided a screenshot of this action and information that our records indicate.If the customer continues to somehow receive notifications from our website, we advise the customer to mark the sender of any of the emails that they have received that have resulted in this complaint as spamThis will provide an extra precaution and will ensure that the customer will no longer receive notifications and contact

Hello, On 9/8, the customer was advised, “Thank you for reaching out to us! This fill line is prevalent to our productsAll of our products are all filled to net weight to avoid leakage and help provide a clean applicationSo sorry for the confusion!” The customer was told this information,
because this is truly the case, we only ship filled productsAs this customers’ product has no issue, we will not be issuing a replacement

We are so sorry to hear you are experiencing this issueAs we could not locate your order number. What is your order number so that we can take a quick look?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12444140, and find that this resolution is satisfactory to me
Regards,
K*** ***

Complaint:
I am rejecting this response because:as it is all been delayed since 1st Aug’17, which I ordered for my wife’s birthday gift and never ever received itI’m not interested in Kylie Cosmetics dirty games! All I ask is for my package to be sent to me, whereas I keep checking with my local post office and also USPS tracking. package never arrived here in UAEI NEED MY REFUND PLEASE I paid 200/- USD, and they stole my money and never gave me my package! even entire a lot of people are already complaining about KylieCosmetics Crap Services!its all over google/internet!everyone is complaining, all they did is stole moneyplease ask them to refund me my money...
Regards,
I*** ***

As advised due to the consistency the formula will move in the via and there may appear to be product missing, but as confirmed we fill our products to net weight therefore no product is missing from the bottle

Hello, The issue has been resolved and we have issued the customers' replacementMy only request is for next time please send a clear photo so we can see the product that was receivedAs the attached photo is the only photo the customer sent and that is why we requested another one

Today 5/the customer was emailed with the requested information, see below for exact email verbiage:"Hello G***,Your order has shipped! Tracking: 94***62Please allow 24-hours for your tracking to update. Thank you!"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550507, and find that this resolution is satisfactory to me
Regards,
M*** ***

We asked the customer to provide photos for what she was saying were frayed brushesThe photos the customer sent do not reflect damaged frayed brushes, therefore we will not be issuing a replacementI have attached the photos the customer sent

The information that you did provide at checkout at was enough for our system for use to validate the orderAs this is the case an order number was generated and a screen showing the customers bill to and ship to address, in addition we also send an order confirmation with the ship to and bill to informationTherefore the customer did have access to view that they input the ship to address incorrectly before the order shipped, and therefore would have been able to email into customer service to request the address updateAs the customer failed to email into customer service to request this change, the order shipped with the incorrect address

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11865781, and find that this resolution is satisfactory to me
Thank you for your helpI finally received my package
Regards,
A*** ***

The customer had placed their order during our Buy One Get One Free promotionIn order for the promotion to work, the customer was to hand pick the freebies, so they may pick the freebies of choiceThe products that are added to the order were not indicated as freebies and as such, they would not automatically have their product value deducted from the overall order total valueThis information is made known at checkout, when customers are able to see their order total for the products picked outFreebie items were to be manually picked out and added to the order per our conditions for the promotion. As the customer did not add the freebie products in question to their order, we are unable to honor their order with a replacement of zero value items, as they were not part of the initial orderWe are standing by this policy in order to be fair and consistent with all of our customers, as it would be unfair to honor a single order with promotional items if it did not originally contain said items

Today 12/the customer was advised that we will be sending out the product that she did not receive from her orderPlease see exact email verbiage below: "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once
your replacement package of the Mini Matte Kit goes out you'll receive an email with tracking."

As the customer was missing a large amount of product (over $+100), our CS representative consulted with the shipping team to verify the customer's orderUnfortunately, the customer's inquiry was not resolved at this stepWe proceeded to ask for more information to authenticate the customer's
claim and start the replacement processHowever, before our team could proceed with finalizing a replacement, our Dispute/Chargeback team was notified that this customer opened a PayPal disputePaypal mandates that as the dispute was opened, the issue must be handled via their systemUnfortunately, our customer service team will not be able to proceed with the replacement until the customer closes the dispute on their end with PayPalWe understand the customer's frustration and do our best to ensure we provide resolutions for all our customer's inquiriesAs soon as the customer closes their PayPal dispute and the customer notifies us that the dispute has been closed, our customer service team can then proceed to issue a replacement for the issue experienced

Complaint:
I am rejecting this response because I do not believe it is acceptable to make someone pay for damaged goodsThe photos sent to Kylie Cosmetics clearly illustrated that product can be seen on the outside of the bottles and that the packaging is not just roughed up it is damaged I would never purchase a product that looked like this in a store, and I expect the same standard even though they were bought online.As for the response about my wife being happy to use the goods, this is out of contextMy wife certainly was not happy with or OK with using any of the products mentioned in this dispute as some of the product had been found on the outside of the bottlesShe was happy with the Matte Lip Kits because there is no evidence of leaking or tampering with these goodsHowever, I personally still feel that there is a risk with these Lip Kits as well as they were sent in the same package with the glosses and metal lipsticks that were damaged and opened. I am extremely disappointed that Kylie Cosmetics have mis-represented my response when they claimed that I said my wife would be happy to use the productsThis is taken out of context, as this was said regarding the other products that were in new condition, not the damaged products that this complaint is regardingThis complaint is coming from myself, not my wife, as I paid for these and am not happy with the result.
Regards,
J*** ***

Hi G***We received your claim that you did not receive your items for order KYour order must be lost with USPS, we are so sorry you did not receive your items.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?

It appears that the order number you provided is not an order number from Kylie CosmeticsOur order numbers start with a K followed by seven numbersIn addition, your screenshot shows you ordered Birthday items, we have not sold Birthday items on our site for over monthsIn addition our order
confirmations are itemized with the product, ship to, and bill to addressBased on this information, this customer did not place an order through KylieCosmetics.comWe recommend the customer to contact the company you did make the order with as they can best assist you with your inquiry

Hello,Today 8/via email we responded to the customer and advised that we will be replacing all of the makeup that goes in the birthday bundleThe exact email verbiage the customer was advised, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you
Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.”