Anix, LLC

Hello, The customer was advised via email today:"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?" Once we receive the customers' email response we will issue a replacement package

Hello, The customer was emailed today 7/and advised of the below: 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?

Complaint:
I am rejecting this response because:
I just don’t know what more to say about this matterHow many www.kyliecosmetics.com websites are there online because I do know for a fact that I order from the website www.kyliecosmetics.comNow I’m out of and NO product! The kyliecosmetics customer service says they're sure I didn’t order from their website and I am positive that I did in fact order from www.kyliecosmetics.com!!! I have attached a screenshot of the senders' info that sent my order confirmation. Regards,
T*** ***

The customer has been offered a one time courtesy replacement package and has viewed this email on 4/13, but has yet to offer an address to send their one time courtesy replacement packageI have also attached a screenshot of this email.Once we receive their address, we will issue their
replacement package. Our processing time for replacement orders is 7-business daysBusiness days do NOT include the weekends and holidaysOnce shipped, their delivery time is 10-business days internationally. Once the customer's replacement 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

It appears the customer's package has been delayed by USPS, we aren't sure why as we can only see per the offered USPS tracking updates. According to USPS tracking (94***8***4), The package is delayed and will not be delivered by the expected delivery dateAn updated delivery date
will be provided when availableYour item departed our USPS facility in SAN FRANCISCO, CA on May 22, at 10:pmThe item is currently in transit to the destination.Once a new delivery date is available, it will be updated on trackingWe recommend that if the customer has any further delivery questions, to please contact USPSUSPS can be contacted via this link: https://www.usps.com/help/contact-us.htmUnfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyI have also attached a screenshot of our return policy for review

Our response time for emails is 24-hours, see policy attachedThe 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 answeredWe only issue
replacement packages we do not issue refunds, and today via email the customer was advised that we are issuing a replacement package of Reign and So CuteYou will not be charged a customs' fee for the replacement package

Complaint:
I am rejecting this response because: I did not get a response within that time limit and when I finally got A response I emailed back immediately to cancel the order and they never responded nor did they cancel the order the next thing I heard was that they were shipping the orderI also don't see how every time I add an item to the cart it adds two of the same itemI purchased a lot of make up online and have never had these problems with another companyIf I ever did have any problems they were resolved immediately
Regards,
K*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11554942, and find that this resolution is satisfactory to me
Regards,
T*** ***

Complaint:
I am rejecting this response because: email address and mail address is the same on both sites and they haven't mailed me my second order either, but took the money from my account
Regards,
J*** ***

Hello, The customer was advised via email today 5/stating: "No worries, we can send another package ( K602318, K600067, K570065) as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Complaint:
I am rejecting this response because:I have emailed customerservice@kyliecosmetics over twenty times. I received one response from them asking for pictures (one of the shipping label, one of the packing slip). I took the pictures and emailed them to them, as requested. Since then I have received no responses from them. None. If they were going to ship me the product they charged me for, I would think I would have received at least one response from them. I still have absolutely no confidence, regardless of the credit card dispute (which I feel I had no choice but to file because they have proven they have no intention of communicating with me at all regarding my order), that they will ship me the product they charged me for. I don't understand how a business advertises and sells 'holiday collections' meant to be given as Christmas gifts, then ships empty boxes and partial orders and then chooses to not communicate with their customers so they can have their order by Christmas in an attempt to make it right. Kylie Cosmetics can use my credit card dispute as a reason to not communicate with me or ship the product they owe me. I had no choice but to file it after I received no responses from them and came to the conclusion that this business is an outright scam
Regards,
*** ***

We don't offer compensationAs advised we do not accept returns, and this policy has been attachedAs the product the customer sent back accidentally is no longer in stock we provided her with a full refund

I am rejecting this response because:First of all I would like to thank Kylie Cosmetics for the fast reply.They state that it is not their responsibility once the package has left the state.However, I reject the response as the package has NOT left the United States and therefore it is still the responsibility of Kylie Cosmetics. It can be seen when using the tracking number: LZ88***23USAt https://tools.usps.com/go/TrackConfirmAction_inputTo compare with two previous order I made with Kylie Cosmetics you can see that the current order has NOT left the United States as packages leave the United States from a different point in LA (tracking LZ871***US and LZ8740***7US )
On the 23th of June I got this email from Kylie Cosmetics customer service as an answer to my concern that my package had not been moving since the 8th of June:
"Hi M***
It looks like there is a transit delayWe've contacted USPS because we've seen this situation happen a few times on orders from the same day, and they said all the packages are still moving, they're just missing a scanIt will be updating soon!--
Best, *** C
Team Kylie Cosmetics"So they actually know that there were problems with orders from the same dayBut all of the sudden they say that the package has left the United States (even though there had been no shipping update) instead of contacting the USPS again.It should be clear that the package has not left the United States and therefore still the responsibility of Kylie Cosmetics.I hope that they are willing to admit that they misunderstood (honest mistake) that the package has left the United States and will send a replacement or issue a refund.Regards,
M*** ***

Complaint:
I am rejecting this response because I explained to the company that I had been traveling abroadI also realize that I didn't follow up because I had completely FORGOTTEN given that I NEVER received my orderI think at the very least a refund should be done back to my card as I NEVER received my package.
Regards,
C*** ***

Customer reached out to our customer service teamOur customer service team has issued a replacement packageThank you

On 11/we advised the customer of the below, and the response was positive, please see screen shot attachedThe customer acknowledged that they would look for the refund that we advised would occur within business days. "Hi A***,We sincerely apologize for the issueAny charges
that have posted to your account were refunded on our end and will show in your account within 7-businessdays, as your order cannot be fulfilledI'm so sorry for the confusion.Thank you so much for your patience, and we apologize for any frustration this may have caused you."

Complaint:
I am rejecting this response because:Kylie Cosmetics is clearly ignoring the fact that I stated I RUBBED OFF THE MARKS THAT WERE ON THE PRODUCTS AND THEY WERE RUDE ENOUGH TO ASK FOR THE PICTURES AFTER I STATED THIS AND THEY DID NOT REPLY BACK TO ME BUT TRY AND USE IT AGAINST METhey have ingnored everything I have said about rubbing off the marks and I find that incredibly unprofessional and I do not accept the response they have repeatedly given to me.AND
Regards,
M*** ***

Our strict return policy is clearly listed both in our FAQ and at checkout when a customer places their order. We reserve the right to refuse a refund or replacement product as stated in our terms and conditionsBy placing an order with Kylie Cosmetics the customer agrees to these terms and conditions. The customer was responded to within our hour response time on both occasions they contacted us and were advised that this policy is enforced

Hello,Customer was advised via email today 6/6:Due to the delay as a one time customer service courtesy we can refund your shipping fee of $8.95, please note that your refund will show in your account in 7-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11877852, and find that this resolution is satisfactory to meAs long as I get my package if not I will be emailing them again
Regards,
Y*** ***