Anix, LLC

We have upheld by our policy and issued the replacement, and we use the verbiage courtesy in regards to politeness. In addition, we would not issue a refund as it does not align with our policies.

Per policy, processing times may be extended during holidays and limited edition launches. "Please keep in mind that during holidays or limited edition launches, this time may vary." As this is the case processing times can take beyond our normal processing times of 3-5 business days.We aim to...

be very transparent, and list this information on our website (see screen shot). > https://www.kyliecosmetics.com/pages/faqs. The customer will receive an email with tracking as soon as their order ships.

I have reviewed the email chain and we have responded to the customers emails within our promised response time of 48 hours, see policy attached. The customer was advised today, please see exact verbiage customer was advised:"Hello C[redacted]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.Thank you,"

The order was placed knowingly that it did not meet the qualifications of our promo, and that she was getting a free item and only pay for shipping, we did notify the customer when she emailed in. Banking institutions set the time frame for refunds not Kylie Cosmetics. As this is the case we recommend to follow up with your bank to check on their refund time frame.

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."

Hello, As sometimes USPS information is not always accurate we advised the customer, Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea...

to check with your neighbors and/or postman for more information in the meantime.Please contact us if your order is not received within the next few days, we'll get right back to you!" As we hope that USPS delivers your package, but If the package is not received we do recommend to email us back and we will advise on the next step.

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]

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.

Complaint: 11865008
I am rejecting this response because:  I never got the product!!  I knew it said it was delivered but it was not !!!  
Regards,
N[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.

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!"

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11545769, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

When customers experience any issues with products ordered using our website, www.kyliecosmetics.com, we encourage that they contact our Customer Service Team and one of our Customer Service Representatives will be able to offer further assistance. Our Customer Service can be contacted using the...

following address, [email protected]. Unfortunately, it does not appears that we have received contact from Dorie. We have included a screenshot of our inbox for customer complaints and it does not appear that we have received any emails from the email address on file for this complaint. We would also like to add that we do not currently have any eyeliner products available for sale on our website www.kyliecosmetics.com, which is the only website we currently have and stand behind.If the customer continues to experience issues with any products that are ordered from www.kyliecosmetics.com, we encourage customers who purchase from our website to contact us at [email protected] and we then offer further assistance based off the circumstances presented.

The customer has been issued a replacement package for their missing order. According to the customer, "The issue was resolved already."

The customer contacted our customer service team 3/22/18  and 3/26/18 advising that their product arrived. Our customer service team responded 3/27/18 informing the customer that we have issued a full refund for their product as we are unable to replace the item at this time. Our customer...

service is entirely email based and we do not have a phone line. We aim to respond to all customer queries within 48 hours, however our customer service team only operates Monday - Friday. As advised in our FAQ, these times may be extended following during or immediately after launches or promotions.The customer’s refund should be visible in their account within 7-12 business days as advised.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12226119, and find that this resolution is unsatisfactory to me. I recieve the same response every time I reach out abot a problem like this. My Problem is never resolved in time, Always late & I do not appreciate how careless they are with their guest & their service.
Regards,
M[redacted]

Complaint: 12552508
I am rejecting this response because:I did not ok or give permission for my order to be canceled. I never received a notice that my order was canceled. The website still shows my order as pending. And my credit card company has not been notified as to the business’s Response. In fact, my credit card company has received no communication whatsoever from this company. And that does nothing to compensate for my sales losses. I want to order still shipped and at no charge to me, as other more reputable cosmetics companies usually do for their customers when mistakes like this are made. 
Regards,
S[redacted]

Hello, The customer was advised via email today that we are issuing a replacement package, please see exact email below:"Hello P[redacted]We are so sorry for this issue. We'll have a one time courtesy replacement package of The Bronze Palette sent out to you.Processing is 7-10 business days,...

once your replacement package goes out you'll receive an email with tracking.Thank you"

The customer’s order was placed 1/30/2018 and shipped 2/01/2018. Tracking indicates that the customers order was delivered 2/07/2018 at the address the customer provided. The customer first made contact with our customer service department 2/09/18 to inform us they had not received their...

package. Our team advised 2/09/18 that tracking can be incorrect and to check with their neighbors and allow a few days for their package to arrive. The customer next reached out to us 2/20/18 to advise they had still not received their package. Our customer service team responded 2/20/18 advising the customer to file a missing mail claim with USPS and provide us with the claim number. We have not received any further correspondence from the customer.