Anix, LLC

Our response time for emails is within hours and please note that this time frame may be extended during and immediately after launches, this policy is listed on our FAQ pageWed did respond to the customer and advised the address had been fixed, and the order Kshipped on 12/according to the tracking number [redacted] [redacted]

It appears that the customer emailed in times in a row from the same email chainAs we answer the oldest emails first her email was pushed the the front of the queue with the new emailsThat is whey her email was not responded toWe recommend that customers only email us once, and wait for our responseAs our policy advises, we aim to respond to emails with in hours, but during the holidays and launches this can be extended, see attachedIn addition, our policy states that we do not issue refunds, see policy attachedTherefore, we followed our policy and issue a replacement package to the customer of her missing products

Complaint: I am rejecting this response because: I have received no communication from Kylie cosmetics customer service team other than them asking me to send photos of my wrong orderThey never said they would be sending a replacement and I have not received any information about this issue, will they be sending me this replacement for free and will I be getting tracking information or this item at all? Regards, A [redacted] ***

Hello, The customer was advised the below today via emailOnce we have this information we can locate an orderIf an order is located we can send the customer an order confirmation email "Please provide your order number, if you did not receive an order number please provide the below so that we can locate your orderWe can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email address was the order placed under?"

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11872187, and find that this resolution is satisfactory to me Regards, J [redacted]

Complaint: I am rejecting this response because:you our obviously have a difficult time readingI WAS CHARGED ALREADY I HAVE PHOTO PROOFI was charged and no order went through!!!!!!!Regards, A [redacted]

Complaint: I am rejecting this response because: the company told me it would be resent to me within 7-business daysThen when I contacted them wondering the status thats when they told me about their "Policy" and thats what I am upset withThey told me one thing then said another Regards, B [redacted]

The customer has been offered a replacement package for their missing productTheir replacement order has shipped under tracking number LZ#####0716US.International shipping is 10-business days (not including weekends and holidays)We also recommend that the customer please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Complaint: I am rejecting this response because:They did not ship product Regards, J [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11839246, and find that this resolution is satisfactory to me Regards, [redacted]

Customer reached out to our customer service team and they have issued a replacement packageThank you

The customer’s order was placed 1/30/and shipped 2/01/Tracking indicates that the customers order was delivered 2/07/at the address the customer providedThe customer first made contact with our customer service department 2/09/to inform us they had not received their packageOur team advised 2/09/that tracking can be incorrect and to check with their neighbors and allow a few days for their package to arriveThe customer next reached out to us 2/20/to advise they had still not received their packageOur customer service team responded 2/20/advising the customer to file a missing mail claim with USPS and provide us with the claim numberWe have not received any further correspondence from the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12159662, and find that this resolution is satisfactory to me Regards, I [redacted]

Hello,The customer advised us via email on 5/that the product tipped over and spilled outTherefore on 5/Kylie customer service responded with, “Our matte liquid lipstick formula is of a thinner consistency, made to wear and feel more comfortable on the lipsProduct 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 no replacement package was issuedTo 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 itThis Product also crumbles off lips in less than minI guess I got a bad batch.” This information in her emails to usThe only issue that was included was the thin formulaBased on this new information the customer would need to provide a photo of the liner reflecting the issue she is describingIn addition if a customer is having issue with the product wearabilty we have a few suggestions: Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyTry applying a primer, like chapstick or lip primer before applicationMany customers with dry lips have mentioned this increases the comfort for them when wearing! Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distanceTry applying the liner all over the entire lip, this will help the color last!

Again we do want to confirm that none of our products leave the facility not filled to the required fill weightAll of our products are filled to net weight as confirmed by our QA departmentIn addition, we do not accept returns or issue refunds per our policyAs this is the case we will not be refunding the customer and upholding our policy

Hello, Today 5/the customer was advised: "No worries, we can send another package of Kas a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11862452, and find that this resolution is satisfactory to me Thank you very much to Kylie Cosmetics for their prompt response and also to Revdex.com for your assistance :] L [redacted] ***

I am rejecting this response because: I emailed them back and no responseI will send package today but that makes no sense that they are still refusing to exchange the reign when I have stated multiple times that I did not add to my cart! I have no reason to lie and it's a dollar lipstick? I have stated many times I added a koko and not an extra reign obviously I wouldn't order two of the same thing and many people have had this happenI'm not sure how to prove that I did since it's not showing up on the orderI was never trying to get things for free all I asked was that my order be correctedThey finally answered and tried to fix the situation after I contacted youIf I hadn't they wouldn't have done anything Regards, M [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11850727, and find that this resolution is satisfactory to me Regards, N [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11856278, and find that this resolution is satisfactory to me Regards, T [redacted] ***