Anix, LLC

From the customers’ emails they are having difficulty getting their parcel delivered by their local mail service. Unfortunately what kept happening was that the mail services’ attempts to deliver to the customer failed. If this occurs we direct the customer to contact their mail service so then they...

can schedule a time that would work bet for their schedule. Also if the customer is not able to retrieve their lip kits in a certain time frame the package is returned to the sender. So that is why we advised the customer, “Your package may be returning to Kylie Cosmetics Hub. According the tracking number LZ8[redacted]989US, via status on usps.com the package was delivered in the UK on 6/20/16.

Customer reached out to our customer service team and they have issued a replacement package. Thank you

Complaint: 11888909
I am rejecting this response because: it's not good enough for a product to be not satisfactory and not be like the other products that you sell and that I've bought and haven't had this problem with this Lipstick spice its patchy and unwearable it's faulty and I should be able to have my money back I don't want shipping or customs I just want the price of the lipstick back. 
Regards,
J[redacted]

Complaint: 11607519
I am rejecting this response because:
I have sent you...

two emails now each with no response. My email that I used to contact costumer service is [redacted]@schreiner.edu the same one thats listed with this complaint. Here is a copy of the first email I sent to [email protected]  Show all 10 attachments (6 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 ordered. I received the literally gloss however I was missing the Koko K lip kit and the Posie K lip kit. To my email I have attached photos of my receipt and pictures of my box. Thank you in advance for your help in sorting out this situation. That email was sent 7/26 at 7:58 pm. And titled "Missing Product." My second email was sent 7/30 at 9:42 am. And titled "Customer Service" both of which included a bunch of photos and description of my case. Hello,I have yet to hear back from a customer service representative about my situation. I have sent an email on Tuesday about my missing products. Below is the email I sent including photographs. I would like my missing products or my money back for products I haven't received. Begin forwarded message:And then I forwarded my first email in my second email. When I had yet to receive a response on either email thats when I raised a compliant on Revdex.com. At 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 11457484, and find that this resolution is satisfactory to me. I am awaiting the delivery of one outstanding order from the company and am hoping that this is received without any further problems.
Regards,
D[redacted]

Complaint: 11463493
I am rejecting this response because:I have proof that you issued a replacement lip kit to a customer in the UK after she complained to you that she received an empty box just like I have. If you do not help me I will be going through my bank to get the money back.
Regards,
B[redacted]

Complaint: 11550231
I am rejecting this response because: I can t contact usps so whom can I contact? I payed and they made the contract with usps, it is their problem that my money are taken but I don t recieve help neither from kylie cosmetics or from usps. What can I do? THEY ARE THIEVES..... They stole my money and I can do nothing now?!?
Regards,
S[redacted]

We only issue replacements for damage to the product itself. It appears there might be a slight indentation on the packaging only. As the product itself has not been damaged there will be no replacement issued.

Complaint: 11931577
I am rejecting this response because:it is the same scripted email I have been receiving from this company. This is *Word Rejected*ing absurd. I want my money back. 
Regards,
A[redacted]

I am rejecting this response because: I am not able to follow its journey and because the track and trace code says it has been delivered to my residence I am afraid the parcel ´disappears´, even as my money. Besides, you seem to blame me for not verifying my address correctly which I think is kind of rude, because I´ve been told it has been rubbed of while its journey to the Netherlands. It is not my responsibility to make sure address labels stay visible under any (weather) circumstances. I hope we can come to a solution. Maybe you can send me an email when my package has arrived?
Regards,
E[redacted]

It appears tracking indicated that USPS delivered the package, but it was not receive by the customer. Therefore today 1/4 we advised the customer, "We are so sorry to hear you did not receive your products. Please file a missing package claim with the post office, you can file the claim over...

the phone or on their website. https://www.usps.com/help/missing-mail.htm Once you receive a claim number please give it to us and we'll get back to you." Once the customer provides us with a USPS claim number we can then issue the replacement package.

The order number the customer provided is not an order number issued by Kyliecosmetics.com, we would recommend the customer contact the company they purchased the product from for assistance.

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.As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include weekends or holidays). We have recently experienced an increase in order volume as result of a limited edition launch (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent notifying customers that processing times have been extended. This applies to any orders that were placed when the Vacation Collection launched on June 15th. I have attached a screenshot of this specific mailer for reference.

Hello, The customers order was shipped on 6/17 and delivered on 7/8 which is inside the 10-15 business days transit time we advise on our website, see attached. The customer was advised via email today that according to usps tracking her order was delivered 7/8/16.

The order in question has shipped as of 12/5. The tracking link for the customer’s order is provided below.Order K7067065 Tracking: 94[redacted]62 When checking the tracking for the order in question, it appears that USPS updated the package as delivered per the provided tracking...

information provided below for review:December 9, 2017 at 12:18 pmDELIVERED, IN/AT MAILBOXCOSHOCTON, OH 43812  Located in our FAQ for all customers to review before placing an order, we state the following ship time for all orders. "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. " Per the FAQ in question, it appears as though the order is now indicated as delivered within the advertised time frame for domestic orders. If the customer has still yet to receive this package even though the package has been indicated as delivered on December 9th,, we encourage customers to reach out to our Customer Service team at [email protected]  regarding this issue and we will have a customer service rep look into the issue experienced and we will offer further assistance. Please note that have a response time of 24-48 hours for our customer service emails. Once a customer has reached out us, we ask that customer await up to 48 hours for a representative to get back to them and offer assistance according to the policies we currently have in place.

I am rejecting this response because:Complaint: 11603013.   I do not feel I am even being helped at all.  The company keeps stating that I am wrong about the color.  I've showed numerous people the difference between what I received and what is all over the internet. The color is not the same. To make it right I should have received a new Koko K lipkit. I want my money back at this point.  And as for the MaryJo red lipstick..if you have to write a story about how to apply or remove the product than why is it not stated on the actual product when recieved? This is why I am not happy with these products. The company fails to give all the correct information to the consumer before purchasing their products and they don't provide accurate directions on products. I want my money back!! I would never recommend Kylie Cosmetics to anyone. 
Regards,
Valerie Zachman

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11695402, and find that this resolution is satisfactory to me.
Regards,
G[redacted]

Complaint: 12443120
I am rejecting this response because: I do know they sent a replacement package, but I did not receive it either, which you can see at the USPS website - it isn’t delivered. Russian Post does not deal with this kind of thing as they are not able to track the type of shipping the company offers so they told me to consider this package lost and contact the seller. As a result I have neither my hard earned money nor my purchase, which means that service that I paid for was not provided by the company. It’s their responsibility to make sure I get things I paid for and not mine. As they refuse to do so - I demand a full refund. I am an honest and loyal customer, and here they took my money and did not provide a proper service - none at all. I am requesting a refund not because I’m somewhat dissatisfied with my purchase - I do not have my purchase at all!
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547535, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Our return policy information is clearly listed on our website and it is the customer’s responsibility to review any and all applicable policies before placing their order. All purchases of Kylie Cosmetic products are placed via our website, we do not accept orders via mobile applications as Kylie Cosmetics does not have an app affiliated with our company. Per our Terms of use we do not accept returns and reserve the right to refuse returns. By placing an order with Kylie Cosmetics the customer agrees to these terms and conditions.