Anix, LLC

Complaint: 11954313
I am rejecting this response because: I don't want to be assured. I also don't care about whoever has deemed these safe. The smell is that strong, I cannot keep this palette open to even use them if I wanted too. I am also thoroughly disappointed that you would rather your customers just get on with it & 'air it out' than actually resolve this problem. There is clearly something wrong with a batch of Palettes that were sent out to customers. I am not happy with the quality of the palette I have received, it wasn't advertised as coming with a chemical scent! If it was, I wouldn't have bought it! All I want is my hard earned money back for a palette I am too scared too use because of the scent & that will just be tossed in the bin otherwise. $45 might not seem like much to yourselves, but it's a lot too me & it's basically gone down the drain because you're refusing to help me. If I'd known abou your 'Refund' policy before ordering I wouldn't have bothered. I just want my money back. 
Regards,
L[redacted]

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,"

Complaint: 11549521
I am rejecting this response because: that is like telling a customer when they need and should use their product after they purchase it.  The missing item was not discovered until I went to use it and opened the box to discover it missing. NOR was the policy disclosed prior to purchase.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856754, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Hello, On 9/15 the customer was advised, “Unfortunately, per our policy we do not issue refunds, we only issue replacement packages. We can send it to an alternative address, please provide the full address.” I noticed the customer had requested a charge back, (please see attached) and it is...

currently open. As the charge back is open and the credit card company is deciding who is going to win the charge back we cannot take any action until we know the results of the charge back.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11873403, and find that this resolution is satisfactory to me if conditions are met. I am also attaching the email confirmation with customer service of Kylie Cosmetic and will like it to be dully noted that I have not been contacted from this company since the end of November and that it was I that have been reaching out to them to get information with respond emails. In order to avoid that type of situation again I will like to make sure I get email update with the tracking number. 
Regards,
P[redacted]

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.

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.

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]

Hello, The customers' replacement order was shipped today, and the tracking number is 94[redacted]01

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, In reviewing our emails I don't show that the customer sent us an email notification us of this issue. I sent the customer an email advising to provide her her order number and photos of the products and packing slip. We do require photos in order to be able to issue a replacement...

package.

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.

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.

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.

Hello, On 5/26 the customer was emailed and advised that we will send out a one time courtesy package of so cute gloss, and that she does not need to send back her damaged product.

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 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]

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]