Anix, LLC

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

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** ***

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*** ***

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

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*** ***

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

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

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, 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

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*** ***

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?

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 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

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*** ***

Hello, The shipping time frame for USPS international orders is 10-business days, which is about weeks, and the shipping time frame is listed on our site(see attached)The shipping is a flat rate, and it is calculated by USPSUnfortunately as the customer stated the package was sitting
for about days, sometimes when packages once international packages make it to customs, they aren't updated until they're delivered. Please keep in mind thatcolors will appear different on everyone depending on your skin tone and lip pigmentation

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

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

Hello, Today 8/the customer was advised, "We want to review the emails that you sent us, but we are not able to locate any inbound emails, based on your email [email protected], name T*** ***, and order number K1278164.Based on
tracking LZ88####7864US, it looks like USPS never scanned it in. 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?"

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

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