Anix, LLC

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary, and this policy directly applies to this customers order as we had a limited edition promo and limited amount of KKW on our site. Thank you for your patience,"...

https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking. We do want to clarify the customers order K5885328 was placed on 5/5 and has been processing for 7 business days.

Complaint: 11497299
I am rejecting this response because:I would prefer that the company takes responsibility for their corrupt actions, seeing as how they allow fraudulent activity to happen.
Regards,
Z[redacted]

Complaint: 11864886
I am rejecting this response because:I have already explained to the company that I own many liquid lipsticks, in fact I own six Kylie Cosmetics liquid lipsticks. I understand how they work. I understand they are made of a thinner consistency. I do not need this information regurgitated to me. I do expect some colour to be on the wand and in the lid. However, my wand and lid are completely covered in colour. None of my other liquid lipsticks have experienced this problem so severely. They have ignored the last email I sent to them for nearly a week. This is the worst customer service I have ever received. I have never had a company be so dismissive toward me and they have not been helpful. This is absolutely disgusting. I'm truly disappointed because I love Kylie Cosmetics lipsticks. The colours are beautiful and the formula is fairly good. But this poor customer service is inexcusable. I am so upset that such a successful company can be this rude, dismissive, and completely disregard the concerns of a regular customer. Clearly my complaint has not been taken seriously. 
Regards,
B[redacted]

Complaint: 11690799
I am rejecting this response because:I keyed in the wrong address for my order, since they have yet to ship it, within 5mins of me purchasing the order, I emailed them to change the address and they refused saying they can't do it as the change of address is from a domestic US address to an international Singapore address. Of which does not make sense at all as they are both free shipping. Prompted them again for help, the customer service representitive VICTORIA LIED THAT KYLIECOSMETICS DOES NOT SHIP TO SINGAPORE. I have made over 40 purchases now, ALL SENT TO SINGAPORE and this lazy customer service representitive is trying to lie through her teeth? Spent over tens of thousands of dollars and they REFUSE to change the address that btw is FREE SHIPPING REGARDLESS, and to top the cake, this VICTORIA is lying through her teeth. Customer service needs to improved. Staff should not even try to lie to customers. heh.  Finish the job and change my address!!!
Regards,
N[redacted]

We can confirm that our Lipstick formula has not changed, therefore there was no announcement via social media. All of our products contain a full list of ingredients on the back of each box. Our policy stated on our refund policy page advises that we do not accept returns, exchanges or...

refunds; all sales are final.

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]40Please 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.

I apologize for the confusion. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within...

the vial; please note that this is completely normal and is not a defect or an indication of missing product.

Complaint: 12373473
I am rejecting this response because: The communication from the company is terrible at best. I had to send several clarifying emails in order for the company to understand most of the things that they posted to be without the proper packaging was damaged. The company needs to take responsibility for the inadequate protection of the packages especially when sent internationally as well as the lack of understand and communicating clearly when emailing customers. 
Regards,
C[redacted]

Hello, When there is an issue where USPS does not deliver a package or they loose it in the mail, we offer a one time courtesy replacement. Even thought the issue may lie with USPS we extend this courtesy to our customers. It may take a few emails and days to resolve since we do need a USPS...

claim number, and we offer the option for the customer to have the package delivered to an alternative address. We are processing the customers replacement order and it will ship out to her soon, as soon as her replacement ships she will receive an email with tracking.

On 12/13 the customer was advise we are issuing a replacement package of their order K4030322. 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: 12541120
I am rejecting this response because: I expected to get this generic answer AFTER my order was shipped. This response is unacceptable. It still does not explain why it took 11, double the normal shipping time, business days for my order to ship. The company needs to take accountability and responsibility for keeping their customers waiting with no apology or communication besides an email "we haven' t forgot about you". It still took a over a week after that to ship. I spent my hard earned money to purchase these products when big you tubers are getting promo early and advertising the merchandise. If the company can ship to them quickly then they should ship to the consumer quickly as well. The customer needs to be better appreciated. 
Regards,
J[redacted]

Hello, I emailed the customer today 5/14 and advised that according to USPS tracking your package was delivered 5/10, please contact your local post office to trace the location of your package.

It appears that the order number you provided is not an order number from Kylie Cosmetics, as our order numbers start with a K followed by seven numbers. Please contact the company you did make the order with as they can best assist you with your inquiry below. In addition, the customer has not emailed Kyliecosmetics.com as our email address is [email protected].

Per our procedure when packages are being returned by USPS, we refund them once the package returns back to our hub. We have advised the customer of this procedure, see attached.

Hello, On 8/10 the customer emailed us requesting their order be canceled, and on 8/13 we responded to the customer advising their order was canceled. Per our policy, see attached, our response time for emails in 24-48 hours and we were within our response time for this email.  The...

customer is requesting to purchase an out of stock item from us. Our products are only available for purchase on our site kyliecosmetics.com. If a product is not in stock on our site we are not able to sell it to customers.

Complaint: 11877852
I am rejecting this response because:
Regards,
Y[redacted]
I already emailed them over and over and over that...

my local post offe doesn't open claims on mail that dint have insurance .. and their package dint come with insurance .. I need my money back now .

Hello, According to USPS tracking LZ88[redacted]44US the parcel was delivered on 6/27/16, and the customer was advised to contact Royal mail to assist in locating her parcel.

Hello,To clarify the customer did not advise us that she was sick or ill, please see emails attached. and since the package was not claimed by her and Royal Mail it was returned back to our Hub. Our representatives were merely stating our policy and we were empathetic to her concerns about how hard...

our lip kits are to get. Per our 7/22 email we advised, "Unfortunately, our policy requires that all returned packages are cancelled and refunded. So sorry for the inconvenience!" I am able to resend out the package back to the customer as a one time courtesy but if this package unclaimed, returned back to us, or lost we will not be issuing another replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12175214, and find that this resolution is satisfactory to me.
Regards,
Je[redacted]

Hello, Today 10/6 via email the customer was provided with a return label to send us back the incorrect order she received. Once we receive the incorrect product back we can then issue her order. Please see below for exact verbiage customer was advised:"Hello C[redacted],Please return the product...

using the pre-paid 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! Thank you!"