Anix, LLC

Hello,The orders numbers you provided have been in your possession for over 30 days, order K1488300 from 6/21, and order K1305766 & K1293350  from 6/10. Unfortunately, per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order number. We do require photos reflecting the issue, and an order number. Once we have this information then we can provide a resolution."

Hello, The customer was advised via email today 6/27: No worries, we can send another package of your Exposed lip kit  as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?

We recommend that customers only email us once, to ensure a timely response. As our policy states we aim to respond to emails within 48 hours and can be extended during launches and holiday, see attached. As we don't show the customer linked to their order we asked the customer to please verify the...

last four digits of the card used to place your order so that we are able to edit your order. Once the customer verifies this information we can then resolve their issue.

Complaint: 11883029
I am rejecting this response because I received no correspondence regarding my canceled orders. 7-12 business days for a refund is also unacceptable. You were quick to take my money when the orders were placed, so you should be just as quick to refund it since you won't honor confirmed orders. Learn some better business practices. 
Regards,
C[redacted]

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 .

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11548854, and find that this resolution is satisfactory to me. Thank you so much for working on this issue on your end and I hope that I will receive the replacement product. I will take their word on it, but am not hopeful. Thank you for addressing my issue, but I will never purchase anything from this company again. When I heard this company received an F rating, I believe that is more than fair for how they have addressed issues, but moving forward I hope this no longer happens to any customer. Their products are too expensive for it to carry on a bad reputation and terrible customer service. Thanks again.
Regards,
K[redacted]

Hello,   The customer’s order has not been canceled yet, she was notified that once the package is returned to our hub the order will be canceled and refunded.

We have issued a replacement package for order K329834. The tracking number for this package is 94[redacted]95 and the customer has been notified via email at [redacted]@yahoo.com. [email protected]@yahoo.com

Complaint: 11847881
I am rejecting this response because:They switched up the order number on this complaint.  Currently Kylie Cosmetics has  6 open orders for me that they are not shipping.  The order I complained about is K3814842 it was
placed Nov 21, 2016 and not the order they are refrencing in their response.  That is the newest of 6 orders they are not
shipping and I have not yet said anything to Revdex.com about it.  21st to the 30th is not 3-5 business days. 
Regards,
M[redacted]

Hello,To confirm with the customer our policy's' that we do not accept returns and that all sales are final are listed on our website, see attached.  In our email to the customer, they were also provided with a link to our website  that lists our policy's' see below: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-policyWe apologize for any inconvenience this may cause.

Complaint: 11763694
I am rejecting this response because:
At the time I purchased the item from this company, the return policy said one thing on their FAQ page and then when I went on the day I had issued the complaint through Revdex.com, they went on and changed it on the website. I would like a full refund or a full exchange. 
Regards,
[redacted]

As the customer was advised our email response time is 24-48 hours, and if the customer does "spam" us with emails it will delay our response time. The customer was advised on 7/14 the product will ship in the next 2 business days, and once the product ships she will receive an email with tracking.

Hello, Sorry for the confusion. When charges are failed/declined, they will remove from your account within 7-12 business days depending on your bank. As we did not actually receive the funds, there is no option for us to issue a refund. Once your bank has verified the charges have failed, they...

will remove the charge from your account entirely and the funds will go back into your account, a refund will not be seen. Please contact your bank for further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12181275, and find that this resolution is satisfactory to me.
Regards,
E[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11800323, and find that this resolution is satisfactory to me.
I have been contacted by Kylie Cosmetics and they have offered to send a one time courtesy replacement. I wasn’t sure how to message back from the message I received. I will contact again once I have received a shipping notification.
Regards,
[redacted]

We apologize for any inconvenience the customer has experienced. After additional review, our team would like to extend a one time courtesy refund for the liners in question. Please note, this is done solely as a customer service courtesy as the customer’s orders are outside of replacement/refund...

time frame. If the customer encounters further issues with future orders, we recommend they contact our Customer Service at their earliest convenience for assistance. The refunds should post to the customer’s account within 4-10 business days.

Hello  Customer was advised today 5/9 via email" "We will issue a replacement package as a one time courtesy.  We'll have a replacement package of order K844224  sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll...

receive an email with tracking."

Hello, The customer was issued a replacement package for all 3 glosses(Like, Literally, So Cute) and according to tracking 94[redacted]93979286355 the package was delivered to her Riverside address on 4/30. For your Dolce K, unfortunately, per our policy we will only send replacements for...

damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement.  This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Hello,The customer advised us via email on 5/17 that the product tipped over and spilled out. Therefore on 5/18 Kylie customer service responded with, “Our matte liquid lipstick formula is of a thinner consistency, made to wear and feel more comfortable on the lips. Product is prone to pull...

towards the lid during transit as it is stored on its side.  We do apologize for the confusion, this is completely normal.” Which is correct our liquid lipsticks formula ise thin and the product is meant to be stored upright, and since this is normal no replacement package was issued. To clarify the customer never included the following information in her emails to Kylie Customer service, “To top it off my lip pencil only had a tiny bit of pencil in it. This Product also crumbles off lips in less than 30 min. I guess I got a bad batch.” This information in her emails to us. The only issue that was included was the thin formula. Based on this new information the customer would need to provide a photo of the liner reflecting the issue she is describing. In addition if a customer is having issue with the product wearabilty we have a few suggestions: 1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last!