Anix, LLC

Both of the customers’ orders were placed on 4/22 K639120 and K642786, and the customers’ initial email to Kylie Cosmetics was on 6/27. The customer was advised, “We do not accept returns, exchanges or refunds; all sales are final. Please see these terms specified on our website: http://kyliecosmetics.com/pages/refund-policy , “ and see attached. We will be upholding our policy and we will not be able to accept any returns or provide any refunds.

Complaint: 11506806
I am rejecting this response because:
Their response is actually false as they have not processed any refunds they actually disputed the chargeback and I have the form from bank of america where is clearly states that they are not honoring the chargeback dispute which is why I reached out again to let them know if they don't refund my money I will proceed legally because they never sent the correct order that I order and once I returned the incorrect order I have not received refund and they are holding my money.  I will have attached a screenshot of bank of america response to chargeback dispute.  At no time have they ever responded stating that they would or have issued my refund and as of June 20th, they have not issued it.On the letter from the bank they are claiming on page two that the items were returned and that no refund was processed.  I'm just like it has been since March can I please just be refunded so I can no longer do business with this company because this is absurd.Attached:Letter from bank of america for the dispute where they said the bank for the company is not honoring my chargeback.Screen shot from bank of america showing where I was initially charged for the order and the temporary credit bank of america gave me during the dispute.  If you notice on page one of the pdf attached bank of america will be reversing that temporary credit on June 28th so as of right now you can clearly see no refund has been processed.So you can clearly see they have NOT refunded me at all.  I don't understand why they are lying about it when it's easily fixed by just refunding me and ending it.
Regards,
J[redacted]

Our customer service team is currently reviewing the issue the customer is referring to. Our policy for all orders is that all sales are considered final. The customer's original email inquired about the return of an order, and one of our customer service representatives replied on January 8th...

with the following response below, which the response that we issued to all customers that inquire about our return policy. "Thank you for reaching out to us, unfortunately we don't currently accept returns or exchanges. We apologize for any inconvenience this may cause.Return Policy:http://kyliecosmetics.com/pages/refund-policy" The customer reported that the color for the product that they have received is not the color as advertised. This issue has been escalated within the customer service department for further review. On January 15th, we issued the following response to the customer so we may further review the issue reported."This issue has been escalated and reviewed.Thanks for reaching out! We're sorry for the issue you have experienced. Could you send us your order number and a quick pic of what you are speaking of so we can take a look?"Once we receive this information, we can further review the issue that the customer is experiencing and offer further assistance within the policies that we currently abide by.

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: 11907305
I am rejecting this response because: that sill doesn't account for the fact that I was the one who had to reach out to you to see what the status of the package was and then just to be told it was a refund instead of the package being re-sent. I'm sorry to be a pain but that package had several different Christmas gifts in it and I don't believe just re-stating your policy is enough for me to give up trying to understand the companies customer service. It is not direct by any means and they don't seem to care about their customers.
Regards,
B[redacted]

Complaint: 12436131
I am rejecting this response because:
Alrhough in quotes, the statement written here was not one I had recieved from Kylie Cosmetics. They had informed me that my card was declined and the charges would be amended in my account after 7-12 business day. Which they have been now. My issue with them is with their website and customer service as it is clearly disfunctional. They had repeatedly told me the issue was with my bank but not what they were going to do to help me as over $100 Canadian was withdrawn from my account under their name. I think it is ridiculous that they have quoted a statement that was in full, never sent to me. Attached is the statement I first recieved from Kylie Cosmetics.
Regards,
D[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]

Hello, The customer first emailed us on 5/16, and our email response time is 24-48 hours, this information is listed on our FAQ page see attached.  I responded today 5/18 to the customer via email and I advised that we will issue her a replacement package and it will ship out today. Once...

the package ships she will receive an email with the tracking number.

The response " the company told me it would be resent to me within 7-10 business days" was sent in error this verbiage should have been changed to issue a refund in 7-10 business days. As this is the case that is why we then advised the customer a refund would be issued, and then we went ahead and issued the refund.

Complaint: 12230764
I am rejecting this response because: I have in fact received a full refund in the amount of $52 however I am confused as to why the wording of the email appears as though this was my error and not the company error??  I feel as though The "One time courtesy refund" should apply to ALL of the customers who purchased the eyeshadow palette unknowing that the product was misrepresented and contained Talc. Good business practice would be to, at the very least, release a statement explaining the error on Kylie Cosmetics behalf and allow customers the option of return or not.
Regards,
M[redacted]

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.

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.

Hello,As our policy states we do not provide refunds. But we can have the customer return the product back (for our lab to review) and we can send her a replacement Maliboo liquid lipstick. Today 7/27 via email the customer was advised:"Please return the product using the return label attached,...

please include a note inside of your package including your name, address, and order number.Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order!"

Complaint: 12195238
I am rejecting this response because:I do not accept that the lip kit box could be the fault of the carrier as there was still padding inside the box. I believe it was sent to me like this and I have also included in my original complaint email there was marks on the lip liner and liquid lipstick which I rubbed off however I would not gift those products for use now as there were marks I believe they were dirty and mishandled just like the box was. Can you please stop wasting my time as this is a lot of time and energy lost into something that could be handled so easily. I am DISGUSTED at this situation.
Regards,
M[redacted]

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.

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]

When assisting Charlene, she has provided a screenshot of the order number that she is referring to. When accessing the screenshot in question, you can see the URL that is being used to access the order number in question. The URL that is provided in the screenshot is not associated with www.kyliecosmetics.com, as we are not associated with kcosmetics.shop and we only have one website we stand behind, which is www.kyliecosmetics.com.We have included the screenshot that Charlene has provided to our Customer Service Team to our response to this rejection. When provided with this screenshot, we had informed Charlene of the following response to inform her of the situation experienced."We are so sorry to hear this. Unfortunately, the website you are referring to is not our website as we only have one. We do not authorize our products for resale anywhere. However, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind, and we can assure you ours are the real deal!We hope this answers your question and sincerely apologize for any confusion this may have caused."As this is the case, Charlene will need to contact the company that she has placed her order with in order to receive further assistance, as we do not have her order information and are not associated with the URL provided in her screenshot of her order.

First of all, I didn't order the KKW collection. And you had "a limited amount of stock"? So you're saying your company sells products they don't have to begin with? Is this a joke? It's almost been 2 weeks since my order, and nothing is being done. Ship my order out already.

Complaint: 12112323
I am rejecting this response because:like I've said already. I have email conformation from THIS company I placed two orders. I also, have my credit card bill statements that show the money was taken.  I've sent pics of emails. I have every SINGLE communication between us and all I want is my money refunded to me!!! I've also, contacted them yesterday and today so there's another lie from this company.  
Regards,
L[redacted]

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.