Anix, LLC

Again we do want to reiterate that we cannot assist M[redacted] in this matter. As M[redacted] did not place an order through kyliecosmetics.com. As all of our orders start with a K and are followed by seven numbers, and the order number provided is 5311. Again we direct M[redacted] to contact the customer service for the site that she did place the order with for assistance with this matter or we would direct M[redacted] to place a Revdex.com complaint with the company she did place this order through, so that they can resolve this issue for her.

The customer is correct they were supposed to receive our free 5 piece brush set with their order K4405376. We will issue the customer the 5 piece brush set. 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: 11550177
I am rejecting this response because: it is an exact repeat of the same response recieved, it does not differ at all, perhaps a error.
Regards,
A[redacted]

Hello, Per our policy we do not issue refunds, we only issue replacements for wrong orders, see our refund policy attached. We have already issued a replacement package of Like gloss from the customers' order, and per tracking 94[redacted] the order was delivered on...

6/10.

Complaint: 12395982
I am rejecting this response because:
Regards,
A[redacted]

Complaint: 12094954
I am rejecting this response because:-- I do not want to wait for another 40 days (or more) to receive my goods. They did not come up with better proposition to resolve my problem. By doing the same as what they did before, I am very sure that these goods will not deliver to me on time!!! Not to say that I will be able to receive the goods!!!-- They were mentioning about offering me "ONE TIME COURTESY REPLACEMENT", which I strongly feel being insulted. I do not create this problem. They have to understand and accept the fact that the problem is not from my side, it is from their end. They are the one who arrange the packing and delivery, they are the one who engage with the delivery company.. and until today, the parcel/shipment could not be traced at all. So what I have done wrong here? I have done all my part as told but problem still could not be resolved. What if the so called "courtesy replacement" could not be traced and delivered to me? am I going to hold responsible for it? This is totally unacceptable.-- Recap to their "one time courtesy replacement", if i fail to receive the goods again, then very likely i will have to be held the responsible for it. This company is treating consumer unfairly.  
-- They have defaulted their delivery commitment to customer stated in the sales agreement, in this case, they breached their sales agreement by law. So why should I have to be asked to accept and comply with their Refund policy? I, as a consumer, have the every right to ask for full refund in this case!!I have responded their mail earlier and strongly opposed their proposition for the replacement which I only want a full refund for what I had paid to them. However, they just ignored by request and keep asking me to refer to their refund policy and ask me to provide them alternative address. They do not give any assurance to me that I will receive my goods on time or will receive my goods. I do not want to go thru this again and I do not want to wait for another 40 days more to wait........ The only resolution I can accept is to get my refund immediately!!!    
Regards,
H[redacted]

Hello, The customer receive an email today 7/6 advising: "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: 11849509
I am rejecting this response because: Kylie Cosmetics are ignoring my consumer rights and failing to remedy the fact one of the items I ordered did not arrive in the time scale stated at point of sale (10-15 days). These items were purchased in order to be given as a gift for a birthday present- a date that has now past. Replacing the items are of no use to me as I've had to buy something else to give as a gift. While Kylie Cosmetics have a no refund policy, This should not apply in this situation as in essence Kylie cosmeitcs have failed to adhere to the terms of sale by failing to meet the delivery time scale.  Kind Regards,R[redacted]

Complaint: 11496363
I am rejecting this response because:I am aware that you have a shipping page and a contact page, this is not the point I am making and you are quite aware that I have seen both pages, as I attached them to my previous email.When a customer reaches transaction, this should be made clear then too.As you are aware, your products are very popular and there is, often, insufficient time to navigate a whole website, especially when you are not aware that additional charges may be imposed.When you pay and delivery charges are applied, this would imply that full delivery, to your address is included.Even if I had seen the shipping page afterwards, I would not have been able to cancel as your returns policy states, no cancellations or refunds.This is therefore, a no win situation for the client.How can a company operate fairly in this manner.  You are dealing internationally and have a professional website, there is no excuse to not make all of these facts apparent at the time of transaction. I have also highlighted the sharpener, because you state "most sharpeners" which leads me to believe that in the even of a fault, you would be further covered, even if the sharpener used is new and not dull!!Companies should treat their customers fairly and be transparent, above all, at the time of purchase.I would also like to know how your returns policy can be fair towards the consumer.      I remain firm that my delivery charges should be re credited and your website needs to be far more transparent.    
Regards,
L[redacted]

Our matte liquid lipstick formula is of  a thinner consistency, made to wear and feel more comfortable on the lips.Product is prone to pull towards the lid during transit as it is stored on its side. We do apologize for the confusion, this is completely normal.

When customers experience issues with orders placed with Kylie Cosmetics, we encourage the customer to reach out to our Customer Service Team and our representatives offer assistance with the issues that are experienced accordingly. Unfortunately, it does not appear that the customer has...

contacted our customer service team for assistance with the issue they are currently experiencing. We have provided a screenshot of a search of our customer service inbox for the email address used to file the complaint in question.If the customer is continuing to experience an issue with the order in question, we inform them to please contact our Customer Service Team at [email protected]. One of our representatives will be able to offer further assistance with the issue that they are currently experiencing within the policies that we currently abide by.

Hello, We checked under the Rosemarys' email address, and there were no inbound emails from this customer, please see document attached. Also there are no orders and no customer account under this persons' email address. Since there is no information in our system under this persons'...

information they provided, we therefore would need them to provide an order number and the email address they used to email Kylie Cosmetics Customer service so that we can provide them with assistance.

Complaint: 11885552
I am rejecting this response because: they have not provided any description on how they plan to resolve this matter.  All they did was ask me to provide them with more information. I will send them the pictures they are requesting, but until they explain how they plan to resolve the multiple issues I have described, I will not be able to accept the response. 
Regards,
S[redacted]

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 11:07 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 package. Please email in back to customer service to let us know that you were able to pick up your package.

When the customer created the order they input the address incorrectly. The order did shipped with the address incorrect, if this happens it is usually deemed as undeliverable by USPS. Per our policy all undeliverable packages that return to our hub are refunded. As this is the case we cannot...

reship the customers order.

Hello,Based on my research the customer was issued one return label to return 2 glosses back to us.  Per the customers’ email she indicated that she used this return label we provided to send back the glosses to us. Per the tracking number on the return label 94[redacted]82[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 transit. Since 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 package. In this case I will be issuing a replacement package to the customer of Posie and Koko gloss.

Complaint: 11888909
I am rejecting this response because: I use the product the way they are telling me too already, I'm not using it wrong my other lipkits are used the same way and don't show fault.  I find this response condescending I think it highlights the quality of customer service making the customer feel they are doing something rather than the lipkit spice being a faulty lipstick. I want my money back not a step by step of how I already use the lipkit 
Regards,
J[redacted]

Our response time for emails is  within 48 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 emails. We do answer the oldest emails first that is why her...

email was not answered. We did provide a resolution today 12-9 the customer was emailed the below:"We sincerely apologize for this issue! It appears there was an error that occurred with USPS and your package. No worries, we manually fixed the issue and your package will be successfully delivered to you. You will receive an email with a tracking number once your package ships!"

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.

Per the customers request we have canceled order K4194637, and the customer was advised this today 11/29 via email. The exact verbiage the customer was advised:"Hello C[redacted], Your order has been canceled & refunded! Please note that it takes 7-12 full business days to show up in...

your account!Thank you,"