Anix, LLC

The customer was emailed on 12/6 and advised the below:"Hello J[redacted], Please return the damaged 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!"

Complaint: 11451863
I am rejecting this response because:As I have stated. I should not have to pay extra for something that wasn't my fault. It's your company's fault and you should pay the charge that I have to pay to receive the correct product. I think your shameless and have no empathy. Just keep telling me to look at your policy - which is in regards to paying a custom for something I bought, why should I pay more when it's your company's fault you had to send a replacement. ,
K[redacted]

As confirmed by our lab formaldehyde cannot be listed under another name on an ingredient list. Therefore, based on this information if formaldehyde was an ingredient in a product under the ingredients’ the only word that could be listed is formaldehyde.

Our response time for emails is  within 48 hours, and can be extended during and after launches.  The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her...

email was not answered. Today 12/19 the customer was 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."

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]

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!

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

Our response time for emails is 24-48 hours, see our policy attached.  The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not answered. We did receive the photos of the incorrect product and will be sending the customer a replacement package of the correct product. The replacement package has shipped, see tracking number ##190####01US.

Hello,On 4/22 vie email  the customer was advised on the below:We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:"We are not responsible for any shipping deliveries that may be...

affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

Complaint: 11548627
I am rejecting this response because: The replacement products were for K794577b? and K926788B I am requesting a replacement for K888070. I am so puzzled why Kylie does not have a good system to keep track of your exchanges. We are going around in circle. Very frustating! 
Regards,
E[redacted]

Hello,  Unfortunately there must have been a glitch in the system or human error and the package and/or tracking must not have made it to USPS. This does happen, and we will issue a replacement package to the customer. Since the tracking number does take 24-48 hours to update we have to...

allow a few days before a replacement package can be issued. Today 6/1 the customer was emailed and advised that we can send out a replacement package as a onetime courtesy.

We have issued a replacement package for the customers order K3023753 of the Leo Lip kit. Thank you

Our response time for emails is 24-48 hours. The customer continuously emailed (5/3-5/6) Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not...

answered. Hi Amanda Thank you for reaching out to us! This fill line is prevalent to our products. All of our products are all filled to net weight to avoid leakage and help provide a clean application. So sorry for the confusion! We have confirmed with our QA department that all of our lipsticks are filled not net weight before leaving our facility.

Our website stated that we would only guarantee domestic orders to be delivered in time for Christmas. As this customer is not domestic, they don't fall under this guarantee. The customer was then advised they don't fall under this guarantee, this issue has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11475909, and find that this resolution is satisfactory to me.  This time, the business shipped items as claimed.  Tracking showed USPS taking possession of the order package and it in transit to me.  I received it this afternoon (6/3/16), and everything ordered was in the package and in excellent condition.  Thank you.
Regards,
A[redacted]

Complaint: 11640362
I am rejecting this response because:Due to the large number of errors from start to finish on this one order placed over a month ago, I would like a gesture as an apology and gesture of goodwill. I asked for this in my email to Kylie Cosmetics and that part of my email was ignored as per the above and in their response to me. Kylie Cosmetics have made my last month so stressful by making me spend the whole month chasing them and waiting for products I paid for to arrive and receiving the wrong order twice. So many trips to the post office, so many ignored emails, poor customer service followed by receiving the incite order after fighting for it for two weeks and now fighting another two weeks just to try and get this current mess sorted! I would like Kylie Cosmetics to send me an apology in the form of a gift. A lipkit bundle of Kylie Cosmetics new shades or a Kyshadow Pallate. I think this is the very leased they could do after such an horrible experience with Kylie Cosmetics customer service team in the event to try and save a very unhappy long time customer. 
Regards,
J[redacted]

Complaint: 11579469
I am rejecting this response because:
Why would the USPS company be wrong on this? If it's not delivered then it shouldn't say delivered. It should say what is really happening and where my package actually is. 
Regards,
K[redacted]

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.We’re working extra hard to get their order processed as quickly as we can. We’ll send them a tracking number as soon as their order ships. If the customer would prefer for us to cancel and refund their order, we can do so before their order has entered the shipping process. They can contact customer service at [email protected] for further assistance with their cancellation.

Per our policy we only issue one replacement package, if the replacement package is not received or lost in transit we cannot then send another or issue a refund. As our policy prohibits us from issuing refunds, refund policy http://kyliecosmetics.com/pages/refund-policy. In addition, we do...

advise customers that when replacement packages are issued, they are issued as a one time courtesy.

Per our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of our customers.The customer has been issued a replacement package for their True Brown K lipstick. Processing on replacement packages is 7-10 business...

days, business days do not include weekends and holidays. 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.