Anix, LLC

Hello, We are so sorry for the delay. The customer was sent an email today advising her replacement for Dolce K will be processed.

Hello, The customer was advised via email yesterday 7/13 that we will issue a one time courtesy replacement, see exact email below: "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."

Hello, On 8/16 the customer was advised: "Hey MayAfter speaking with my manager, she has made a one time customer service exception in sending you a replacement Kyshadow thank you card from Kylie. Please note, if this occurs another time, we cannot send you another replacement. We have sent...

this to the address provided in your previous order.Thank you." To verify there was a one time courtesy made to this customer to replace the card, and if the customer did not receive the replacement we would not be sending another card.

Hello, The customer initially emailed us on 5/17 at 359p advising us of the issue and including photos. Our email response time is 24-48 hour and is listed on our website(see attached). We responded today 5/19 at 930a advising the customer we will issue her a replacement package of the products...

that she ordered.

Complaint: 11894838
I am rejecting this response because:There was no product received before 12/25 as the company stated. That is the complaint here. The order was placed on 12/07 and the Customer Service was not helpful when inquiring about the order and when it was stated I would receive the product. That is the issue here. I would like to reiterate here, the product was not received when the company stated. 
Regards,
C[redacted]

Complaint: 11556052
I am rejecting this response because:I will not accept a response until I have the actual liquid lipstick that I ordered in my hands. I do not believe that "spamming" is a reliable excuse for not responding to my emails. I have heard MULTIPLE ACCOUNTS where customers have emailed customer service without hearing anything for up to 16 days. What other options does a customer have than to email customer service more than once to get a response? 
Regards,
E[redacted]

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. 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). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94[redacted]83455113531Please allow 24-48 hours for tracking to update. We also recommend that the customer 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.

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "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. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6975929, was placed on Nov 23. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. Per the customer's request, we had proceeded to cancel the order in question and issued a refund for $144 USD. The refund will take up to 7-12 business days to process, business days will not include weekends or holidays. If the customer experiences issues in receiving their refund, we recommend that they contact their bank they use for the payment form used to place the order, to ensure that the refund was applied correctly.

In order to properly assist the customer we need to ensure that we receive a photo of a swatch of Candy K, if this is not sent then we cannot give a proper assessmentof the shade the customer received. As the customer explained the photo they sent and our reply sparked humor, we would...

urge them to send the requested information as to ensure our proper assessment of the situation.

It appears that the initial order 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 refund for the order. Normally our policy is to issue a replacement, as our policy states that we do not issue refunds. However, as the Nice Palette was on back order, we could not issue a replacement at the time and in order to prevent the customer from experiencing any delays, we have proceeded to issue a refund for the order instead.  Unfortunately, the refund is based off of the current exchange rate and all refunds on our side are issued based off of the total USD amount that we have received. As a result, we have issued a full refund for the $88 USD, as this was the full amount that was possible for us to refund, as this was the total USD funds that the customer had incurred for the order. If the customer experiences further issues with their refund, we remind them that the refund will take 7-12 business days to process and encourage them to contact their local bank for any further questions as they will be able to ensure that the refund is applied correctly as we no longer have the funds in question.

Hello, When a package is marked returned by send USPS can take up to 1 month for the package to reach the original sender. I checked through the customers email and each email she sent was responded to by a customer service representative. We were able to locate the returned package at our...

facility, and the customer was issued a refund.

Complaint: 12230764
I am rejecting this response because:
To just quietly change your website product description is unacceptable! Customers are trusting that your webpage ingredients are accurate and trusting in the integrity and honesty of your company. When I purchase a product I should assume that the company knows more about it than I do. I would hope that you know the ingredients, and care about the ingredients. Clearly you dont. Kylie Cosmetics obviously lacks integrity.
Regards,
M[redacted]

Hello, I am not able to find an email conversation in customer service under this customer, in order for us to best assist the customer we want to view the email chain. Please provide the email address you emailed from so that we can view the history and provide you with the best...

resolution.

Hello, Kylie Jenner Cosmetics uses an exclusive formula that is not shared by any other brand. In addition, Kylie announced a formula change on her social media channels as she did not like the original formula.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12108312, and find that this resolution is satisfactory to me.
Regards,
G[redacted]

The customer emailed in multiple times from the same email chain, and this will cause a delay our response time. We do recommend that customers only email us once, and then allow us to respond. On 12/7 we responded to the customer and advised: "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."

Complaint: 11548739
I am rejecting this response because:
The Peoduct in question is AWFUL, the quality is horrible, and I refuse to be told that myOnly option is to replace one st tube of lipstick with a new tube of the same st lipstick. I will be sending back Kymajesty but I DO NOT want a replacement, I demand a refund 
Regards,
M[redacted]

As the order was reported as fraud, our Fraud department has exercised our right with Terms of Service Section 11, to cancel and refund the order in question, as is our policy for all orders that are reported as fraudulent. In accordance with our Terms of Service Section 11: Errors, Inaccuracies, and Omissions, "To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." This information can be found on https://www.kyliecosmetics.com/pages/terms-of-use.  The customer had reported the order as fraudulent and the funds for the order in question were disputed with PayPal. Per our records, PayPal has proceeded to issue a refund in the favor of the customer. As this the case, the refund was initiated via PayPal and the customer will need to contact PayPal as they will now be handling the funds in question. They will be one to provide the most details regarding the refund in question. We have provided two file attachments reflecting that we do not have the funds in question. For the most information regarding the refund in question, the customer will need to follow up with PayPal and they will be able to provide further assistance.

Per our policy we only issue replacement packages we do not issue refunds, see policy attached. We have issued a replacement package of the customers' correct order as well as apologized on 8/24/16. Processing time for replacements is 7-10 business days, once the replacement has shipped...

the customer will receive their tracking number.

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "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. " Our records indicate that the order in question, order K7054503, was placed on Nov 24. Since this order was placed during these indicated delayed processing time frames, additional processing times are required. The customer had requested a cancellation with our customer service team and as the order in question was not yet processed, we proceeded to cancel the order in question. We issued the following response below to the customer on 12/13."Your order has been canceled & refunded! Please note that it takes 7-12 full business days to show up in your account!" If the customer experiences any issues regarding the refund in question, we recommend that the customer contact their bank that they have their payment method used to place the order under, to ensure that the refund was applied correctly.