Anix, LLC

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.

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, The customer received an email today 7/7 advising that we will send a one time courtesy replacement if the customer wants to have it shipped to different address. Once we receive the address verification we can then issue a replacement package.

Complaint: 11624440
I am rejecting this response because:After the customer service I received from this customer I just want a refund. I do not want a replacement. I do not want to give this company any of my hard earned money.
Regards,
Kim Smith

Complaint: 11614444
I am rejecting this response because:Please see my email response below from last week--I was online and ordered by 5:38 EST right when the product went on sale and every shade was available. Hello. Then please swap out  the Dolce lip kid that I ordered for the Ginger lip kit. I will have all 3 new summer shades to try$95.95 already paidThanksM[redacted]. K[redacted]. G[redacted]If I cannot get the 3 shades listed above then delete my entire order and refund me $95.95 that was paidSent from my iPhoneOn Jul 23, 2016, at 1:50 PM, M[redacted] <s[redacted]@yahoo.com> wrote:Hello. Then please swap out  the Dolce lip kid that I ordered for the Ginger lip kit. I will have all 3 new summer shades to try$95.95 already paidThanksM[redacted]. K[redacted]. G[redacted]Sent from my iPhoneOn Jul 23, 2016, at 12:54 PM, Kylie Cosmetics CS <[email protected]> wrote:Hello M[redacted], Unfortunately, we are unable to remove/add products to your order. We can either cancel the order completely, or swap the extra product(s) for items that are of equal value and are in stock on our website.Please note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items you'd like to swap!--Best, Celeste STeam Kylie Cosmetics
Kylie cosmetics had multiple opportunities to either swap out the product as I emailed and requested or cancel the entire order. I specifically instructed customer service if I can't get all 3 summer shades to cancel the entire order!  Days before the order ever shipped!!!  Sending out a product I clearly stated I did t want is NOt acceptable. All emails are dated and time stamped and show my multiple attempts to contact customer service and make sure my order would be right. Even emailing 30 minutes before a "restock" event when all shades would be available and asking if I should cancel previous order and just reorder. Company said no. Kylie cosmetics dropped the ball on my order and now they want me to pay for and keep a product I didn't want. Terrible customer service and I will never order another thing from them!! They deserve an F rating Kylie cosmetics could have kept a VIP repeat customer and made me happy just by sending me the G[redacted]r lipkit I requestedA very simple solution ....
Regards,
M[redacted]

Hello, Our response time form emails is 24-48 hours. 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. Today 5/25 the customer...

was advised your product will ship in the next 2 business days, once your order ships you will receive an email with tracking.

Our response time for emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain (on 8/10, 8/12, and 8/15) 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. On 8/17 we...

responded the customers email advising her to file a claim with USPS, and then provide us with the claim number. The customer provided us with the USPS claim number, and an updated delivery address. Then later on 8/17 we advised the customer we will be issuing her a replacement package, exact email verbiage, “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."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11839246, and find that this resolution is satisfactory to me.
Regards,
[redacted]

We do not accept returns, exchanges or issue refunds; all sales are final. We do uphold this policy to ensure that we are fair and consistent to all of our customers.Return Policy:http://kyliecosmetics.com/pages/refund-policyOur return policy can be found in our FAQ and this policy has been...

attached. The swatches on our website and social media represent our colors as close as possible, please keep in mind that colors will appear different on everyone depending on skin tone. The way our shades are viewed includes a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc.Please note the product description on our website, "The KKW Crème Liquid Lipstick has sheer to medium coverage that can be built based on your desired lip intensity. This unique créme formula contains moisturizing and hydrating ingredients that glide on for a luxurious and creamy finish. Gives a natural sheen while feeling ultra lightweight on the lips."When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your Order. You are responsible for reviewing the latest Terms and Conditions each time you submit your Order." Our site also sates, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use"As mentioned in our FAQ (which is attached), "we will only send replacements for damaged/missing product within 14 days of receipt of package." As their is no damage to the product, we will be unable to issue a replacement or refund for this issue.

It appears that Bree did not place an order through our website, kyliecosmetics.com. When customers receive order confirmations from Kylie Cosmetics, their order number will consist of 7 digits and a K as the first initial. The order number that is provided by Bree per our customer service...

emails is order number #3726, which is not recognized in our system. We have included a screenshot indicating that our records to not indicate an order in our system with this order that was placed at the provided order date.  We advise that Jess contact the website that she has placed order #3726 with as they will be able to provide the best assistance with the order in question.

On 2/2 we gave the customer the option to refund or replace, and they emailed back on 2/3 advising, "Hi can you please try and replace as soon as possible." Therefore we will be issuing a replacement package. On 2/3 we advised the customer, "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: 11872293
I am rejecting this response because: I have received no communication from Kylie cosmetics customer service team other than...

them asking me to send photos of my wrong order. They never said they would be sending a replacement and I have not received any information about this issue, will they be sending me this replacement for free and will I be getting tracking information or this item at all? 
Regards,
A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11456323, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Hello, The customer was advised on 4/22 that a replacement package would go out in 3-5 business days and they would receive an email once the package was shipped, and the 5th business day would have been the 29th. On 4/28 the customer emailed about the tracking number for the replacement, and...

she was advised it had not shipped yet. The package did end up shipping out later that day on 4/28, which was within the 5 business days as advised, and the customer received an auto generated email on 4/28 with the tracking number. Please see attached showing the ship date of the replacement package.

Complaint: 11869950
I am rejecting this response because: the company have not sent me my correct order ! I have sent loads of photosof the wrong items I received and nothing happens. I'm begging them to help me! They just ask for more photos. I want my correct items or my money back. They treat there xostomers terribly it's the worst service I've ever had.
Regards,
A[redacted]

Our response time for emails is within 48 hours and please note that this time frame may be extended during and immediately after launches, this policy is listed on our FAQ page. Wed did respond to the customer and advised the address had been fixed, and the order K4135696 shipped on 12/1 according...

to the tracking number 94[redacted]9[redacted]8.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11984372, and find that this resolution is satisfactory to me.
Regarding the above complaint which I filed using your online portal - I have been contacted by the organisation (Kylie...

Cosmetics) who have resolved the issue and shipped the items.I no longer need any further action taken on this complaint and wish for it to be closed.Thank you so much for your assistance.
Regards,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11973394, and find that this resolution is satisfactory to me.
Regards,
R[redacted]

Hello, The customer was told today to, "Please return  the product from order K794814. Once we receive the product back, we will issue a new replacement package to you."

Hello,The customer just emailed us today, our response time is 24-48 hours, our response time is listed on our website see attached. We asked the customer to file a claim with USPS and provide us with the claim number. Once we have the USPS claim number then we can issue a replacement package.