Anix, LLC

It appears that USPS must have lost the package on the way to their facility. As tracking indicates the package was not scanned and received in by USPS. Therefore on 12/6 the customer was advised, "We apologize for the delay it appears there was a delay in your order. No worries, I manually fixed...

the issue, and you will receive a new tracking number once the order ships! Thank you for your patience." We only ship our orders via USPS.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11546014, and find that this resolution is satisfactory to me.
Regards,
H[redacted]

Hello, On 8/18, the customer was advised via email, "Oh no! It appears that USPS has lost your package. 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.Replacement order: RK1902181" The customers replacement order shipped out on 8/22 and the customer was emailed the tracking number 94[redacted]9[redacted]2, today 8/25.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12778359, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11549975, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Hello, The customer has emailed us a few times prior to today and there is no complaint on the fill line of our products. The last email we have from the customer is from 4/17 where we responded on 4/19 and asked for a photo, the customer did not respond. In order to assist the customer we...

would need the order number that she is speaking about and photos that reflect the issue described in her email.

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]

Our terms of use states that by making an you will abide by all of our policy's listed on our FAQ page, link: https://www.kyliecosmetics.com/pages/terms-of-use. As not issuing refunds is a condition of our policy the customer agreed upon, we will not be issuing a refund. As we are sorry to hear the customer did not receive their item. We can send another package as a one-time courtesy. We have asked the customer if the want us to use an alternative address, so that there isn't another issue.

Complaint: 11464943
I am rejecting this response because:While they are not responsible for the actions of USPS, are they not responsible for CHOOSING USPS to deliver their products? Multiple complaints have surfaced about the delivery system they use but they have no intention of rectifying this problem. A job in the service industry does not end when a customer makes payment. It only ends when the customer receives the porduct and is satisfied with the product. To the company: Here's a heads up if this feedback repeated everywhere online hasn't caught your attention. The customer service and delivery service WILL be the downfall of this company, regardless of the reality tv success of the Kardashian/Jenner family.
Regards,
C[redacted]

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]6Please 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.

As mentioned in our initial Revdex.com response, and in our emails to the customer our policy states that we do not issue refunds. As long as the customer follows our tips and tricks the product will apply flawlessly. These times are, 1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy. 2. Refrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desired. 3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing."

Hello, Today via email the customer was advised we are issuing a replacement package, see exact email verbiage customer was advised. "Hello J[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,"

Hello, The issue with the customers order is that the post office never scanned the package, so we can assume that the package itself was lost. We issued the customer another Posie gloss package that will ship out in the next 2 business days. Once the replacement package ships the customer will...

receive an email with tracking.

Hello, The replacement package shipped on 5/27, and we did send an email to  [email protected] with the tracking number and the product we shipped in the replacement package.

As we mentioned our policy states that we do not issue refunds, or accept returns. We are upholding this policy. In addition, we have confirmed that the smell is not coming from the shadows, but from the adhesive in the packaging and has had no contact with the product. As our customers safety is a top priority that is why we had our Quality Assurance team verify the safety of the product, and that is why we are advising customers that we verified the product is safe to use. As our recommendation to to keep your palette open for 48-72 hours to diminish the smell has been tested and proven again by our QA team, that is why we then are advising our customers *of this solution. As we have shown the product is safe to use, and we have told the customer how to diminish the smell the issue is resolved and the product did arrive as aesthetically described.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11485192, and find that this resolution is satisfactory to me.
however, I still did not get any confirmation or tracking number regarding the solution from their side. 
Regards,
F[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]

Complaint: 11470552
I am rejecting this response because: I provided proof that the shade I received was not what I believed I ordered. Whatever the policy may be, I am still an unhappy consumer who's interaction with Kylie Cosmetics has been awful. They are not accommodating whatsoever and their responses have been unprofessional, to say the least. 
Regards,
A[redacted]

It appears the customer is emailing from 2 different email addresses, and we did respond to the customer on 12/8 advising, "Oh no, we apologize for the issue! 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 the package was delivered on 11/28 according to USPS.com, "Your item was delivered in or at the mailbox at 1:06 pm on November 28, 2016 in GLEN COVE, NY 11542." We advise the customer to allow more time as USPS may have scanned incorrect, and at times customers will receive their package after the USPSdeliver date. If the customer still has not received their package we would advise for them to file a claim with USPS, as they might be able to locate the customers' package that way. 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.

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.