Anix, LLC

Complaint: 11750886
I am...

rejecting this response because: yes I did receive a package but the whole complaint with the company was that it was missing items and I made sure I contacted the company ASAP! I sent pictures and everything they asked for.They said they would look into it and help me out. I filed a complaint with my bank because they didn't respond. Then in August I contacted Kylie cosmetics again and they said if I canceled the charge back they would reprocess my order. I did so. And in return I have not received the rest of my package. I emailed back and forth and responded timely and provided proof that my bank recharged me and all Kylie cosmetics had to do was contact their bank and collect the funds. I have emailed numerous times and not heard from them.September 09,2016 was the last response I received. I checked my email constantly waiting for a response. I feel like they tricked me because I could've continued with my bank but I cancelled it because Tracie, Andrea and Jason kept saying that as long as the funds are received they will send my missing items.  
Regards,
D[redacted]

On 10/6 the customer was advised we do not cover customs fees per our policy see attached. Please see below for exact email verbiage customer was advised:"Hello D[redacted],When shipping internationally we are required to list a value on the package.Please note that the value listed must be for the...

price of the goods being shipped. Any of the duties/customs fees that you incur when picking up your package are solely regulated by your country, and are unrelated to Kylie Cosmetics.https://www.kyliecosmetics.com/pages/faqsUnfortunately, duties/customs fees are not refundable; we apologize for the inconvenience and hope you can understand!

Hello, The customer was advised today via email 7/125, "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?" Once the customer verifies a new ship to address or we use...

the one on the order then wewill process a package for replacement.

Our free gloss promo began on November 25 at 9am PST. While supplies last, any qualifying purchase of Koko, Candy, Posie and Exposed lip kit made during this promotional time frame will receive a free gloss! If an order was placed outside this time frame or does not include a qualifying lip...

kit we are unable to honor this promotion. Your order does not include a qualifying lip kit. I have included an attachment of the customers order, and our promo advise what lip kits included a free gloss.

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may vary. Please note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a...

document indicating this information in our policy.We’re working extra hard to get their order processed as quickly as we can. We’ll send them a tracking number as soon as their order ships. When shipping internationally we are required to list a value on the package.Customs regulations in the U.S.A require that we display the total product value on the front of the package. Please note, this total does not include discounts.  Any of the duties/customs fees that is incurred when picking up the package are solely regulated by their country, and are unrelated to Kylie Cosmetics.Please note, this information can be found in our FAQ: https://www.kyliecosmetics.com/pages/faqs  I have also attached a document indicating this information in our FAQ.Unfortunately, duties/customs fees are not refundable.

Complaint: 11463906
I am rejecting this response because:Again, they sent me a wrong return label. They're making it very difficult for me to get the product that I paid for.
Regards,
L[redacted]

In review of the email chain all of the customers questions were answered, and the responses were relevant. The customers package was lost with USPS therefore we issued a new package with a new tracking number from USPS. As we did include our return policy, and it states that we do not issue...

refunds, see our policy attached. To ensure that we are fair and consistent to all of customers we upheld our policy, and issued a replacement package and not a refund.

Complaint: 11546393
I am rejecting this response because: how long will this new...

package take to arrive? another month? and it is not COURTESY to give me what I have paid for! I want my order delivered within the next week with a full refund for my terrible experience.
Regards,
B[redacted]

Complaint: 11893017
I am rejecting this response because:The item that gave me an allergic reaction was only ONE (1) and the ONLY item I requested to return for a refund. The item is also the only EYE shadow pallet I had ordered and the ONLY EYE MAKE UP PURCHASED. The other items were just lip kits which I had no issue with so, the advise of not purcshasing more than one item if you're going to be having an allergic reaction not only doesn't apply nor makes any sense because I didn't choose to have an allergic reaction to the pallette. When I made my purchase online it wasn't listed anywhere before I confirmed and placed my order that all sales are final and no refunds were available. If I did and this being my first time ordering from this site not knowing how my skin would react or if my order were to arrive damaged in the mail and knowing I wouldn't be able to get my money back, I wouldn't have placed my order & wasting my time like this!
Regards,
Sandy Trujillo

Complaint: 11952801
I am rejecting this response because: I am not the only person experiencing this problem, I get headaches just by smelling the palette, I know of people that had complained about getting an irritation, I'm not taking any risks for my eyes, the scent is very strong and unacceptable, I own many makeup palettes and none have this type of smell. I know the company probably won't do anything until a big youtuber or instagramer complains about the scent issue. At this point I'm looking for either a replacement or refund because I'm not risking my eyes. Thank you very much for taking the time to address my complaint.
Regards,
L[redacted]

Hello,As the customer was advised we do not have a monthly fee. I do want to help the customer see what the charge is for so I have asked for a screen shot of the charge.

Correct the original package was lost with USPS and as we advised,  we are not responsible for any delays in delivery once your package has been received by USPS. As this was the case with your original order. We strongly recommend to monitor the tracking number on the replacement package as it currently shows it is still in transit to you. If there are any issues with the transit of this replacement package email into customer service so we can help you resolve this issue.

As we mentioned our policy states that we do not issue refunds, or accept returns. We are upholding this policy. In addition, we have confirmed that the smell is not coming from the shadows, but from the adhesive in the packaging and has had no contact with the product. As our customers safety is a top priority that is why we had our Quality Assurance team verify the safety of the product, and that is why we are advising customers that we verified the product is safe to use. As our recommendation to to keep your palette open for *48-72* hours to diminish the smell has been tested and proven again by our QA *team*, that is why we then are advising our customers *of this solution.* As we have shown the product is safe to use, and we have told the customer how to diminish the smell the issue is resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11420444, and find that this resolution is un satisfactory to me, however I'm getting no where with this company so will take it else where. I asked them if they could please contact Australia post so I can get compensation for the product, but they keep replying with what they've already told me- they don’t do refunds. That’s not what I was asking, I asked if they could at least contact Australia post!  Don’t worry now ill do it myself, they obviously don’t care about customers and just care about getting payment for products, and once it leave them, they wipe their hands clear of it!!!! I won’t be purchasing anymore of your products Kylie Cosmetics, which is sad as I was really looking forward to using them and will make sure others that I know don’t as well. Just for future, you should consider doing signage on delivery, Australians pay $20 post, and for it to not be signed when delivered is wrong. 
Regards,
R[redacted]

Hello Patricia,I have manually entered in your replacement order today, I have requested your order ship out today. You will receive a shipping confirmation email once your order has left our building.

As the customer did not receive their initial package, we had issued a replacement package of all of the contents of the order in question, order K6467075.The customer had inquired about their order, and we had issued the a replacement order for the issue they have experienced, as tracking had...

stopped updating. On August 22nd, we had issued the following response below to the customer regarding their replacement. "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." At the time the replacement package was issued, tracking for their original package did not indicate that their package was returned or had been returning. We have attached a file of their original order's tracking, with dates that reflect the tracking that stopped updating on August 11th at the time of the replacement package had been issued.  Their replacement order, RK6467075, was shipped from our HQ on August 28th. As we have issued a replacement package for this issue, we have fulfilled all actions required on our side to fulfill the customer's order.  If the customer has trouble receiving their replacement package, we recommend contacting their local post office for further updates regarding the transit of their replacement order.

Hello, The customer was emailed today 7/6 and asked for photos and the order number, once we have the photos and the order number we can assist the customer in resolving their issue.

We have confirmed that before confirming you order their is a final breakdown of the order, and then the customer clicks a confirm button. The customer emailed us in from an email address that was not linked to their order so for the protection of our customers we require them to verify the last...

four of the credit used to place the order. Unfortunately the order had already shipped and once an order ships we are not able to cancel it. Per our policy we do not issue refunds.

Hello,Unfortunately we have a strict no return or exchange policy, see attached, and we will not be able to accept a return. We will be upholding our return policy.

The customer was asking us to swap product, which we cannot do. As our policy states once an order is placed it is final. The customer did not ask us to cancel their order. In addition, I do want to reconfirm that if a customer does email from the same chain this will delay our response time. As in the case of this customer, each email will push our response back 48 hours.