Anix, LLC

I apologize for the confusion. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes. Because of the thicker consistency, this product can appear to move...

within the vial; please note that this is completely normal and is not a defect or an indication of missing product.

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.

Complaint: 12112323
I am rejecting this response because: I HAVE sent them over 50 emails and do have every one. Also, the responses from this crap customer service that has done nothing but give me the run around and now LIED!! Wow I am in shock. I have the original emails stating my packages were ready to be sent but then received no tracking numbers or products. 
Regards,
L[redacted]

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. Per our policy, see attached, we only issue replacements we do not issue refunds. As we will be upholding our policy and issuing the customer a replacement package. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12580116, and find that this resolution is barely satisfactory to me. I will note that my original order was made on November 24, 2017 and it is now January 9, 2018 (in Australia). There is no sign of the original package and the business has effectively conceded the transaction was not completed. The business appears to subscribe to the theory of alternative facts. The response they sent me on December 27 is attached. What really bothers me about the response then and now is that the business seems intent on making a distinction between them and USPS. As a customer, I don't care. I placed an order with the business for certain products to be delivered to my address. From my perspective, the order is not complete until it is delivered to the agreed destination or evidence of such delivery can be provided. There is no "one-time courtesy", the business should complete the order or refund the customer. It is their business to sort out the relationship between the business and the shipper, it is not my problem.
Regards,
R[redacted]

Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before you finished yours.We're very sorry for the inconvenience, but don't worry, we'll have more soon.Kylie will announce restock launches via her social media.Any...

pending charges will be removed from your account  in 7-12 business days. We are so sorry for any inconvenience this may cause.

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, 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"

Complaint: 11630760
I am rejecting this response because:I received the package. I just can't believe I had to go through the Revdex.com for you to react. Not cool.
Regards,
G[redacted]

The simplest explanation is that some orders will ship within 3 days or 4 days; that is why we provide a processing cushion. In addition, we do state on our website that processing times are long during the holidays, and currently we are in the holiday season. In addition, we do not count actual holidays as 111/24 was Thanksgiving we do not count this as a processing day. We did ship the order on the 6th business, but as advised during the holidays processing times can be longer than 5 business days. Please see our FAQ attached.

We don't show that from email v[redacted]@gmail.com there has been any such conversation about a complaint about a product or a request to return the product. We  will include the only communication that we have received from email v[redacted]@gmail.com. In addition we...

don't show that email v[redacted]@gmail.com or V[redacted] is linked to this order. Therefore we ask to please verify the last four digits of the card used to place your order so that we are able to review this for you. Once we can authenticate this is in fact V[redacted]s order we can then look into this matter. If V[redacted] is not able to verify this information we cannot then provide any information as that would be a strong indicator that this is not her order.

Our response time for emails is  within 48 hours, and can be extended during and after launches, see 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. Per our policy we only issue replacements we do not issue refunds, see policy attached. Therefore we issued a replacement package, see exact verbiage customer was advised:"We are so sorry for this issue. We'll have a replacement package sent out to the address you provided!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Your new replacement order number is: RK####089"

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

We have searched our inbox for the email address associated with the complaint and we have not received any emails indicating the customer's orders were lost. In order for us to resolve this complaint, we recommend that Antonio contact our customer service at [email protected]. Once...

we verify the customer's orders, our Customer Service team will be able to assist the customer accordingly.

Our system was unable to process a payment for each of the following order numbers, order K6479504, order K6414303, order K6337277. The customer's funds were not successfully taken and the charges experienced are only pending. All charges that are pending will drop in 7-12 business days. When...

the customer inquired about this issue, we had informed them that this would be the case. We have provided evidence in our attachments that we made them aware of this fact. The customer's attempted orders were placed on August 1st and we have also provided screenshot of this information, reflecting the date each order was place. As this is the case, it was not the informed 7-12 business days since the pending charges were placed. The customer will have the charges removed within the mentioned business day time frame. For the order K6337277 was was placed before August 1st, we have included a screenshot of our records that indicates that the funds for the order in question were never captured. We recommend that the customer contact their bank for further assistance, to ensure that they have received their funds in the correct account, as we have performed all possible actions regarding the customer's funds on our end.

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.

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, Per the customers email on 7/29, " It burns my lips and I've had to take it off within an hour of application on the 4-5 occasions I have tried to wear it." It appears that this was a type of allergic reaction.

Complaint: 11690799
I am rejecting this response because:No reply from kyliecosmetics after this email to me. You are notoriously known to go back on your words.First u said refund. KEEP INSISTING ON REFUND. EVEN WHEN I INSISTED TO RESEND BACK. KEEP INSISTING TO WAIT FOR TRACKING TO SHOW AS REDELIVERED TO YOU. Now you're suddenly able to resend? Okay fine, have replied u on email as attached"PRINT EXACTLY THIS!!! ??????To: N[redacted] Payoh Lor 2#05-33Singapore 310099Tel no: 816####4STICK EXACTLY TO THAT!!!!!!!!????????& DO NOT USE LZ TRACKING NUMBER!!! BS!!!SEND IT OUT WITH CJ....US TRACKING NUMBER!!! ???????????????? Now, still no reply. You are also NOTORIOUSLY KNOWN to promise to resend but it can take UP TO A MONTH to finally resend. As this resending thing has happened to me too for the first batch of jacked up glosses I got. So until you FINALLY RESEND AND GIVE THE TRACKING NUMBER. AND UNTIL I GET THE BUNDLE FROM YOU OR MY MONEY BACK,THIS CASE IS NOT CLOSED!!!!! It has been a month now since I placed the order AND PAID FOR IT. You're not running away with this. I won't let you.  
Regards,
N[redacted]

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.