Anix, LLC

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: 12680092
I am rejecting this response because:I wanted a replacement wet set like rhey said they would send... I waited over 12 days fir them to ship a replacement which was well past the time they told me it would take to send and then they sent me an email stating it was shipped but gave me the tracking number of the previous shipment that was damaged in transit so how can they say they were going to sebd a replacement when obviously they were EXTREMLEY confused to be sending me the tracking number of an old shipment. This was my FIRST order with them and I cant believe all of the trouble I have had to go through to get the Wet Set I ordered.. I just wanted a replacement of an undamaged Wet Set. 
Regards,
L[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.

The customer emailed us today 8/10 three times, and our response time to emails is 24-48 hour, see document attached. The customer was emailed today and advised their email was updated and that they were resent their order confirmations for both orders to email [email protected].

As stated under the product description of Boujee, "Debuted as Merry in our Holiday Collection," therefore we clearly stated on our website that Boujee is the same shade as Merry.  I have also attached a screenshot of our website stating this information.  As stated above you...

did receive the correct shades and will not receive a new, swapped shade. We will be upholding our policy advising that all sales our final and we do not swap already issue refunds, see policy below: KYLIE COSMETICS REFUND POLICYWe do not accept returns, exchanges or refunds. All sales are final.

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking.

Per our policy we do not issue refunds, see attached. Therefore we will be issuing a replacement package of Moon lip kit. 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.

Hello, The customer was advised that their replacement package will ship out no later than Friday, and as soon as the package leaves the building they will receive an email with the tracking number.

I am rejecting this response because I believe they are not taking any responsibility for the services that they did not provide. I feel their response is inadequate as there was one single pice of tape holding the box shut for international shipping and as far as I am aware how I do I know the products were never even placed in the box to begin with. Their response talks about it not being their problem after it leaves the US but for all I know the products never did leave the US.
Regards,
A[redacted]

Customer reached out to us via email. Our customer service team requires more information in order to proceed which they have requested. We would be happy to proceed once the correct information is given to us by the customer. Thank you

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###937.

As this product is limited edition we no longer have stock to issue the customer a replacement, therefore we issued a replacement. See exact email verbiage customer was advised below: Hello Lericha, Thank you for reaching out to us. Unfortunately, our birthday collection will not be...

restocked as this collection was limited edition and exclusive to Kylie's birthday launches, and we no longer have stock of your missing  cosmetic bag. We apologize for the inconvenience.You have been refunded $42.00. Please note that it takes 7-12 full business days to show up in your account!Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11567466, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Complaint: 12157477
I am rejecting this response because: it's a basic response, the same one I got when emailing them twice already. I just want an update as to when my items will ship and not have my money taken from me almost two weeks before my package even gets processed. I would accepted it if they gave me a timeframe, but frankly, all they do is copy and paste the same response everytime. I am well aware the processing time is 3-5 days and will take longer, but a timeframe of when my items along with thousands of other people's items will ship would do great. I love this company, have spend probably close to $500 on Kylie Cosmetics but it's ridiculous having your money taken the moment you place your order, complain and get the same response everytime and have to wait almost 3x the processing time. 
Regards,
K[redacted]

Hello,Today via email 7/20 the customer was advised, "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?"

Since the customer had a different address initially, our system sent their shipping confirmation, with their original address for their order. Shipping confirmations are issued via Shopify and our Shopify systems use the address that is provided when issuing shipping confirmations. However, 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 order. To 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 customer. We 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 refunded. If 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 order. The order has already been processed and refunded, so we no longer have the funds in question. As 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 refund. If 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 extended. If they require further action with their address after the order has been placed. we 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11432139, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Complaint: 12112077
I am rejecting this response because: I have the email from your company confirming my order and your ugly pumpkin lip kit. Please see attached! 
Regards,
M[redacted]

As we review the customer's confirmation email, which I have attached as file “A[redacted] Revdex.com”, we can see that she received her order confirmation from [email protected]. This is not our contact email address or the address we issue confirmation emails from. Our contact email address...

is [email protected], see attached information (file “KC Contact”) from our website Contact Us page. Furthermore this evidence also shows that A[redacted] placed her order through https://kyliecosmetics-us.com. As I have provided an attached document showing her email confirmation from kyliecosmetics-us.com, I have also attached an email confirmation from our website KylieCosmetics.com (file “KC Confirmation Email”) for comparison. In addition all of our orders start with a K and are followed by seven numbers. As we can see in customer's attached confirmation email, her order number only contained ten numbers (#3849582274). Additionally, all of our final totals are in USD, and A[redacted]'sorder confirmation conveys she was charged in British Pounds.As A[redacted] did not place her order through Kyliecosmetics.com she would need to contact the site she did place her order through for a resolution. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com.

Complaint: 12157246
I am rejecting this response because: I have email on [redacted]@gmail.com proving I did email they did not reply to any messages till I brought this up to Revdex.com. It will be 2 weeks tomorrow that I dont recieve any confirmation. I want my money back I paid 58 dollars I want my order cancelled and cash back. This is only 58 dollars it isnt anything to this business. 
Regards,
Justine Alvidrez