Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12159662, and find that this resolution is satisfactory to me.
Regards,
I[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11862452, and find that this resolution is satisfactory to me.
Thank you very much to Kylie Cosmetics for their prompt response and also to Revdex.com for your assistance :]
L[redacted]

It appears that the initial order K7232462 has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all international orders going to be 10-15 business days and orders could still be delivered within this time frame even if provided tracking...

does not indicate a moving package. This information is made public on our FAQ for all customer's review prior to ordering. "All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. " As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement. On January 22nd, we issued the following response below to inform the customer of the replacement package issued."We are so sorry for this issue. We will send a replacement package!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." We issue replacements as a form of compensation for orders that are deemed lost in transit. As this is the case, we have issued a replacement package for the products and the replacement package has shipped as of January 23rd. The tracking information for the replacement package is provided below. Replacement Order Tracking: LX[redacted]USPer the FAQ statement provided above, delivery time for international orders will take 10-15 business days. We ask that the customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their package, we encourage them to contact their local post office for the shipping address provided or to contact our Customer Service team at [email protected]. and one of our representatives will be able to offer further assistance based of the issue experienced.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11884608, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Hello, On 7/5 the customer was advised to return the incorrect product, and once we receive your package back, we will issue a new replacement package to you and reimburse you for the shipping costs. The customer responded on 7/5 "okay I will send you the products back and you can...

resent the new ones."

Complaint: 12545406
I am rejecting this response because:Kylie cosmetics keep saying that the order is fulfilled and I have received a tracking number but when I called usps they have not received anything and its been over three weeks.
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157466, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12561718, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Hello, We recommend to allow 24-48 hours for your tracking to update. The tracking number 94[redacted]8[redacted]6 was issued 8/19 and should not update until 8/20. I checked the tracking number on USPS.com and the tracking has updated and the package has been delivered, see attached.

We cannot allow the customer to keep products that they did not purchase, as this is the case they were provided with a return label, so the products could be returned back to us. This is a policy that we consistently uphold  to ensure we are fair and consistent with our customers. In...

addition on 7/8 the customer was advised of our terms of use, " As stated in our Terms of Use, https://www.kyliecosmetics.com/pages/terms-of-use,  "You acknowledge and agree that we limit our liability in respect of all claims for a nonconforming or damaged Product, at our option, to replacement of the product or payment of having the Product supplied again." As this is the case, replacements are issued at our sole discretion. We are unable to issue your replacement package until we receive the incorrect order back at our HQ. Therefore, we are going to to be upholding our policy and requiring the customer to return back the items.

There is a slight indentation only noticeable with flash. Please note this dent in no way affects the use of the product. The mirror is in tact, all of the shadows are in tact, and the brush. This indention in no way affects the use, of the product itself. As the product itself has not been affected the customer does not qualify for a replacement. The product itself, such as the brush, shadows, and mirror must be affected to be considered for a replacement. I can confirm with 100% certainty that all of our products are checked for such issues by our Quality Assurance team. Thank you for emailing us! We really appreciate your feedback as we are always trying to improve.Rest assured, your Royal Peach Palette is 100% safe to use! We have spoken with our Quality Assurance Team and they have informed us that the smell may have been caused by the palette being enclosed during transit. We recommend keeping your palette open for 24-48 hours to diminish the smell. This is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays!

Hello, Today 5/11 the customer was advised via email that we will send a one time courtesy replacement, we just need them to verify their entire ship to address.

Complaint: 11666635
I am rejecting this response because:[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]Complaint: 11666635I am rejecting this response because:  after hassling me, Kylie Cosmetics finally shipped the right item out, I do appreciate that. Thanks for sending me the item I ordered?? You can see in the second photo I provided, that they ..Kylie Cosmetics did indeed send me the wrong item and never should've put me through all the aggravation to begin with, especially after the fact that they can and did see my account and I have spent over $500 in the last three months on Kylie products for my daughter. Why would you give somebody a hard time over one lip gloss when I've already purchased $500 worth. Why would I lie about that? Management needs to think about each individual customer and make the right decisions to keep the brand successful. People don't have time to email and send pictures all day for mistakes made by the company. Reading the replys on this site for my complaint, everybody can clearly see the resistance the representive still has. They aren't very apologetic. They clearly don't appreciate their customers.  Own up to mistakes made, do the right thing and just take care of the customer. Regards, M[redacted]

On 12/13 the customer was advise we are issuing a replacement package of their order K3264050. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Once the customer's' order ships they will receive an email with tracking. We also...

recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodically. Also 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 11470214, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Hello, To clarify customer initially emailed the photos of the damaged products on 5/30, and after each email the customer was sent Kylie Cosmetics responded to each email within our response time frame of 24-48 hours. Because the customer sent photos of Exposed liquid lipstick and Heir leaking...

upon arrival per our policy we will issue replacements for those 2 products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12097571, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

The reason for the back and forth with the customer is we needed more information to process the replacement. In review of the email, we currently have the required information, and we can now issue the replacement of the Burgundy Palette. Today 1/4 we sent the customer an email stating "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." Once the customer's order ships they will receive an email with tracking. We also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.

Complaint: 11815402
I am rejecting this response because: If your package takes 1 month then you should mention it and say that it may take up to 30 days and not 15 days! For the order number LN####18164US it has almost been a month and like I mentioned before I could not see the tracking of this which I have attached and I checked your FAQs it still says 15 days on that and not one month!
Regards,
T[redacted]

It appears there was a misunderstanding on our part in terms of what the customer was stating in their 8/4 email to us. The customer had advised us that they were trying to purchase the birthday bundle and it had gone out of stock while they were mid-purchase. We then advised the customer that,...

“unfortunately, our inventory is updated as products are purchased; it is likely that other customers finished paying their orders before you finished yours. We're very sorry for the inconvenience, but don't worry, we'll have more soon. Kylie will announce restock launches via her social media. Any pending charges will be removed from your account in 7-12 business days.” Unfortunately in the customers’ 8/4 email they were also requesting to cancel the order that they made for the makeup bag, and unfortunately that request was overlooked by customer service. Then, the next time we responded the order had already shipped and we were unable to cancel their order. On 8/24 we were able to provide the customer with a resolution by advising, “We are so sorry for the confusion. Please note that sending multiple emails will only delay our response as they may be marked as spam. We sincerely apologize for the inconvenience! We most definitely want to help. If you do not wish to receive the cosmetic bag, please deny the package at your local post office by writing "return to sender" on the package or having your local post office do it. Once we have received your product at our HQ, we will issue a refund.”