Anix, LLC

This customer has been issued a replacement package by our Customer Service Team and has been responded to via email address a [redacted] @yahoo.com regarding order #K4###

Since the customer had a different address initially, our system sent their shipping confirmation, with their original address for their orderShipping confirmations are issued via Shopify and our Shopify systems use the address that is provided when issuing shipping confirmationsHowever, when we update order information for shipping information, we use our system ShippingEasy, as this is our program that generates our shipping label, which we updated for the customers orderTo validate this, we have provided a screenshot of this action, indicating that the address on file for ShippingEasy was updated to the address form provided by the customerWe also communicated this information to the customer in our Customer Service email to the customer when we updated their address information and included a screenshot of this statement in our last response to their Revdex.com complaint."Please note that your address will NOT, appear changed on the shipping confirmation you receive once your order leaves our facility." Unfortunately, our policy for all returned packages is for the order be cancelled and refundedIf we were to replace outside of this policy for this customer's specific order, it would be unfair and inconsistent to all other customers that have experienced an issue with a returning orderThe order has already been processed and refunded, so we no longer have the funds in questionAs we no longer have the funds for the order in question, no further action can be taken with the order, as we cannot issue a replace for the order, and issue a refundIf the customer experiences any address issues with future orders, we recommend that they place orders with our shipping time frames in mind, keeping in mind that during holidays and limited edition launches that processing times may be extendedIf they require further action with their address after the order has been placedwe advise that they contact our Customer Service Team before the order ships, or to contact their local USPS once the order has shipped and they can redirect future orders accordingly so the customer may receive their intended order

Complaint: I am rejecting this response because: I had candy k by kylie cosmeticsthen months later I purchased it againthe formula is completely differentand the color isn't even the samethey never once said they changed the formulai don't really care anymore I just don't understand how you are not understandingwhatever Regards, J [redacted] ***

Complaint: I am rejecting this response because: I have sent you two emails now each with no responseMy email that I used to contact costumer service is [redacted] @schreiner.edu the same one thats listed with this complaintHere is a copy of the first email I sent to [email protected] Show all attachments (MB) Download all Save all to OneDrive Hello,On my order that I recently received I only received one product out of the three that I orderedI received the literally gloss however I was missing the Koko K lip kit and the Posie K lip kitTo my email I have attached photos of my receipt and pictures of my boxThank you in advance for your help in sorting out this situationThat email was sent 7/at 7:pmAnd titled "Missing Product." My second email was sent 7/at 9:amAnd titled "Customer Service" both of which included a bunch of photos and description of my caseHello,I have yet to hear back from a customer service representative about my situationI have sent an email on Tuesday about my missing productsBelow is the email I sent including photographsI would like my missing products or my money back for products I haven't receivedBegin forwarded message:And then I forwarded my first email in my second emailWhen I had yet to receive a response on either email thats when I raised a compliant on Revdex.comAt this point I just want to receive the products I paid for or a refund on my product

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11426499, and find that this resolution is satisfactory to me Regards, S [redacted]

Hello, Due to the holiday on Monday we were not in the office yesterday 5/to respond to the customers' 5/emailToday 5/the customer received an email advising that we will send out the additional Koko K kit in the next business days

The customers original order seems to have the tracking LN [redacted] US details update to show that, "Your item was delivered in UNITED KINGDOM at 11:am on January 16, 2017." As this is the case we recommend for the customer to please contact your local post office or your customs office as it appears they could be holding your packagePlease email in back to customer service to let us know that you were able to pick up your package

Complaint: I am rejecting this response because:To keep attentionI thought it was odd that the charge onto my transaction history wasn't labelled with the Kylie tagI've attached a screen shot of both websitesI've changed from being a complaint to something that should be brought to your attentionThere is clearly a third party ripping off your product and I apologize(I believed this was the real website as I simply typed "Kylie" into my URL search bar and it quick linked to it on my phone.) Regards, J [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11626434, and find that this resolution is satisfactory to me Kylie Cosmetics has sent me a invoice thru email and I have paid itThe invoice shows all the items that were on the original invoicesThis was all that I was asking forTo fix situationI will be patiently waiting for products Regards, Stephanie Flores

The customer did not contact our customer service department until months after their order was placedNo prior attempt of communication was made prior to January 20th USPS tracking confirms the customers order was delivered July 17th Our website states in our Shipping Policy the processing and delivery times for domestic ordersProcessing times are 3-business days, and packages arrive within 3-business days once shippedWe ship all packages via USPSThis allows customers to have a time frame in which to expect their package to arriveThe customer’s package was delivered within the standard time frameAs stated in our FAQ, we allow days following the delivery of the package to consider any order issueThe customer agreed to these terms of use when placing their order with Kylie CosmeticsThis can be referenced in our Terms of Service under the subsection ‘Ordering’In line with our FAQ and Terms of service we are unable to assist the customer further due to the amount of time elapsed since their order was delivered which the client understood and agreed to when they submitted their order on Kylie Cosmetics

Unfortunately we do not have a ship date or an estimated delivery date for ***'s order, as it is still processingTherefore we are complying with ***'s request to refund her Order Khas been canceled & refunded! Please note that it takes 7-full business days to show up in your account!

According to the customers responses, they are refusing to send us a photo of a swatch of Candy K so that we can see what they are speaking aboutAs their request is for us to review a swatch, and they are not providing us we are not able to provide an opinion on this issuePlease note that we want to assist the customer, but in order to do so we do require the requested photos

Hello, The customer was issued a return label to send back the Mary Jo, once we receive it back at our hub we can issue a replacement Mary Jo

Complaint: I am rejecting this response because the point of me sending the photos in the first place of all the other kits I had with the same problem was to PROVE to you (now that your calling a customer a liar) that the remaining kits I did have, have the same issues as tube of Candy K that was ruinedWhich was why I sent the email in the first placeAgain, read the first email I sent, along with the many others stating the same thing over and over againIf your company didnt use automatic responses, maybe you would be able to keep track of your inadequate responses more responsiblyI am filling disputes with the bank now going forward and like I stated before, I will be looking to take legal action against this companyScamming customers is not ok and I work too hard for my money for it to be taken by you people who sell faulty products and advertise their products as well Regards, D

Our products are only available for purchase on our website KylieCosmetics.comWe do not set aside products for customer to purchase in any other manorIf the product is out of stock on the website the customer will have to wait to purchase the item until it is restocked

Our response time for emails is within hours, and can be extended during and after launches The 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 did provide a resolution today 12-the customer was emailed the below:"We sincerely apologize for this issue! It appears there was an error that occurred with USPS and your packageNo worries, we manually fixed the issue and your package will be successfully delivered to youYou will receive an email with a tracking number once your package ships!"

Hello,Based on my research the customer was issued one return label to return glosses back to us Per the customers’ email she indicated that she used this return label we provided to send back the glosses to usPer the tracking number on the return label [redacted] [redacted] , the information on USPS.com only indicates that the tracking number was issued but it was not received or scanned in by USPS If USPS had received the package there would be scans on the attached indicating the package was in transitSince tracking still only indicates that a shipping label was created, I can only assume that it was lost with USP upon their initial receipt of the packageIn this case I will be issuing a replacement package to the customer of Posie and Koko gloss

Our Customer Service Team has let the customer know via email that the order placed on 12/for $on the credit card ending in has failedAny pending charges will dropThe Customer Service Team has contacted the customer via email k [redacted] @[email protected]@gmail.com

Hello, I am not able to find record of the customer emailing Kylie Customer service, I sent the customer an email stating the below, in order to review the customers claim we do need this information."We are so sorry to hear that you did not receive the correct product, do you mind sending a picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visible, and please provide your order number"

Complaint: I am rejecting this response because: my order has not been processed or fulfilled yetI would like to cancel my entire orderIt's absolutely ridiculous to not even communicate delaysWe have received no communication from this companyThis is my first purchase and it has been a disaster Regards, S [redacted]