Anix, LLC

Hello, Today via email the customer was advised: "Please return the product using the return label attached, please include a note inside of your package including your name, address, and order number.Once we receive the product back, we will issue a one-time courtesy replacement package
to you; we will contact you once we receive your order! Thank you!"

Using the customers email address I***@gmail.com the orders the customer is stating they made actually failed and did not go throughThe charges on the customers' credit card will remain pending and drop offI also checked to see if any of there was an approved order under the
customers credit card for G*** or 22, and there were notToday 8/the customer was advised via email, "Unfortunately, it looks like your orders have failedAny pending charges you see on your account will remove in 7-business days."

Our response time form emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answeredThe customer was emailed today 6/21,
“Please return the incorrect order to us, using the return label attachedOnce we receive the product back, we will issue a new replacement package to you.” We do need the incorrect product in order to give the customer her correct order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12313037, and find that this resolution is satisfactory to me
Regards,
B*** ***

It appears that the order number you provided is not an order number from Kylie Cosmetics. As we have confirmed with our system admin that the only website we have is kyliecosmetics.com, it is impossible for a customer to be transferred to a different siteAs this information has been confirmed, therefore we can confirm Rula was not on our site placing this.In addition all of our orders start with a K and are followed by seven numbersAs we can see in customer's Revdex.com complaint, her order number only contained five numbers (27426).We have shown that Rulas' order number was not that of kyliecosmetics.comThe order number is not in our formatWe can confirm with 100% certainty the order was not placed on our site, and if the order would have been placed on our site, we would be able to assist herAs that his the not the case, in order for Rula to be provided assistance, she would need to go to the site she placed the order with

Complaint:
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
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11394970, and find that this resolution is satisfactory to me
Regards,
P*** ***

As we don't show the customer linked to this order we require that she verify the last four digits of the card before we can update the addressThis request is made to protect our clients

Complaint:
I am rejecting this response because:
Regards,
M*** ***

Hello, We responded to the customer with the statement, "Because of the thicker consistency, this product can appear to move within the vial; please note that this is completelyand is not a defect or an indication of missing product." Our products are filled to net weight before leaving
our facilityWe will abide by the customers request and issue a replacementThe customer was advised via email today,"Please return the product using the return label attached, please include a note inside of your package including your name, address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order!"

Even though the site told the customer the product was sold out, there still might be a chance the order did go throughI always like to double check before advising the customer that an order was not placed under their informationSo today via email I advised the customer, "We can locate
your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"

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. We have provided a screenshot in our response to this complaint, indicating that the order number in question does not appear
when searching our systems for the order in question, nor does the email address associated with this complaint. 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 with the email address ***@optimum.net on 12/17/to inquire about their orderThe customer was informed on 12/19/that their order was not placed via our official website. The customer responded on 12/19/that this was not the case and was advised again on 12/20/and 12/21/that the order number and order confirmation was not from an order placed via our website. For the best assistance with the order in question, the customer will need to contact the company that the order was made with, as they will be able to provide the mos details regarding the order, and further assistance

Complaint:
I am rejecting this
response because: until today's date I haven't received the package.I need the new tracking number of the replacement., if there is really a replacement from them. Please note that as of this date, I have now (2) two packages (K21***and K23***2) which is missing and not received from Kylie Cosmetics.And they are sending same response to all emails, telling they will provide replacement, etcbut nothing is happening
Regards,
M*** *** ***

Our recommendation is to just email once, to ensure a timely responseIn addition there is not a way to weigh the lip kit vial with product in it, we have confirmed this with our QA departmentIn addition, we have confirmed with our QA department that no lipstick leave our facility with less than the required product

Complaint:
I am rejecting this response because:
This item was last located 2nd December and I have been advised by Royal Mail they are unable to trace this and as at 4th January they consider the item lostRoyal Mail U.KAdvise it is Kylie Cosmetics responsibility to claim against postal services for the kidsThis well exceeds Kylie cosmetics transit times for international shipments and Royal Mail UK consider the item 'lost' Kylie cosmetics were emailed this information but again refuse to help assist in reconizing this item is 'list' and therefore I have not received the packageTherefore Kylie cosmetics should either confirm a replacement has been despatched and apologies or I ask they refund my dollars
Regards,
Deborah Lester

Complaint:
I am rejecting this response because:They have already sent a shipping confirmationBut thank you, too
Regards,
*** *** ***

Hello, In order to issue a replacement package our policy requires to customer file a claimToday 5/the customer was emailed a request to file a claim with USPS Once we get the claim number we will issue a replacement package

Hello,For the privacy issue the customer is referring to, the customer was advised this issue was resolved and no credit card information was shared nor do we store credit card information on our siteThe response the customer received, “Thank you for emailing us regarding this issueWe take our
customers' privacy extremely seriously and have confirmed that no credit card information was made public during this incident Preventative measures have been immediately put into action to ensure this never happens again. We thank you for your support and we are here to answer any questions you may have!” For the customers’ statement, “lip glosses tubes were empty with no products” we require photos reflecting this claim and the order number so we can best assist with a resolution

Hello,On 7/the customer was advised via email "Regarding order no#K15**,we apologize for the delay it appears there was a delay in your orderNo worries, I manually fixed the issue, and you will receive a tracking number once the order ships!" This order will ship within the next
business days and once the order ships the customer will receive an email with tracking. Today 7/via email the customer was advised:"For order K17**is en route to you Tracking: LZ8####477USYour item departed a transfer airport in Amsterdam-Schiphol, Amsterdam, NETHERLANDS on July 9, at 11:amThe item is currently in transit to the destinationIt appears that yourpackage is still moving and UPS might have missed a scan"

Complaint:
I am rejecting this response because: the issue has not been solved and refund still not yet given.
Regards,
D*** ***