Anix, LLC

As we cannot guarantee the delivery date, we will comply with the customers request to, "Refund or delivery of my order this week." The customers order Khas been canceled and refund

The customer is stating an issue with our customer service not responding to her issuesOur records indicate that the customer emailed in on 8/25, and we responded on 8/offering assistanceThe customers issue was completely resolved via email on 9/when the customer was advised that we were sending out a replacement package, and processing time is 7-business days The replacement package was shipped on 9/7, tracking for the replacement package [redacted] I have attached the email correspondence for this issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11860277, and find that this resolution is satisfactory to meAlthough I have responded and told them there is no alternative addressI am currently waiting on a responseFurthermore, they were not helpful in the beginningI sent over emails before I received a response backThe response was contact the post office for helpThey said nothing of helping meThey will need to mail to same address as before , I should be available to receive, so there should be no problemsI will email them again and relay that to themAll I want is what I paid for Thanks Regards, C [redacted]

Revdex.com:I received an email asking me to file a claim with the USPS, that has been done as well however a phone number has not been provided and they also inquired about insurance information which I was unaware ofAt this time no item has been received and no refund has been issued Regards, T [redacted] ***

Hello,As our policy states we do not provide refundsBut we can have the customer return the product back (for our lab to review) and we can send her a replacement Maliboo liquid lipstickToday 7/via email the customer was advised:"Please return the product using the 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!"

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary, and this policy directly applies to this customers order as we had a limited edition promo and limited amount of KKW on our siteThank you for your patience," https://www.kyliecosmetics.com/pages/faqsAs this is the case processing times can take beyond our processing times of 3-business daysAs we aim to be very transparent, and list this information on our websiteWe are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with trackingToday 5/we responded to the customers email, advising the order advising additional processing days are required for this order

We aim to respond to all E-mails within hoursPlease note that this time frame may be extended during and immediately after launches, please see policy attachedIf our customers have any issues upon receipt of their order, and especially in this case if the customer should receive the wrong order, to email customer serviceIf a customer receives the wrong order, upon verifying this with photos, we will then send them their correct orderTherefore on 12/8, the customer was advised we are sending them their correct order, see below for exact email verbiage:"We are so sorry for this issueWe'll have a one time courtesy replacement package of order Ksent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Complaint: I am rejecting this response because: they have not provided any description on how they plan to resolve this matter All they did was ask me to provide them with more informationI will send them the pictures they are requesting, but until they explain how they plan to resolve the multiple issues I have described, I will not be able to accept the response Regards, S [redacted]

On 1/and 1/the customer was advised, " Hi Ruslan So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesy Do you have an alternative address, so that there isn't another issue?" The customer has yet to respond to this email query, as soon as the customer responds we can then issue the replacement packageI have included an attachment of this conversation showing the customer has not respondedOnce the customer responds we can then issue the replacement package

The customer's replacement order RKfor their lost package has shipped with tracking number LZ1#####518US.Please allow 24-hours for tracking to updateInternational delivery time is 10-business days, business days do NOT include 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 resolvedFor assistance in locating their package's transit, we recommend the customer contact Royal Mail

Per the customers request we have canceled order K4194637, and the customer was advised this today 11/via emailThe exact verbiage the customer was advised:"Hello C***, Your order has been canceled & refunded! Please note that it takes 7-full business days to show up in your account!Thank you,"

The order that Allison is referring to was not placed on our site, kyliecosmetics.comWe can tell this order was not placed on our site, because our order numbers start with a K and are followed by numbers, and the order number provided is In addition, our only customer service email address is [email protected], and Allison has not emailed into us from her email [email protected] Based on the evidence provided, Allison did not place an order with Kyliecosmetics.com

We have reviewed USPS.com and Aus post and they both state, "Your item was processed through a facility in AUSTRALIA on December 17, at 3:pmThe item is currently in transit to the destination." I have attached both screenshots of each websiteWe also emailed the customer thistracking information today 12/

Hello, After viewing the customers photos it appears the lipstick is leaking as the customer advised in their previous email, therefore we will issue a replacement of Candy K liquid lipstick to the customer

Hello, In order to authenticate the customers claim, today 7/the customer was emailed and asked for photos that reflect the issue they are describingOnce we receive the photos then we can take action in resolving this issue for the customer

Hello, Unfortunately per our policy we do not accept returns or provide exchanges, and as you can see from our website there are no stipulations to this policy

Hello, On 9/the customer was advised, “Unfortunately, per our policy we do not issue refunds, we only issue replacement packagesWe 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 openAs 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

In order for us to assist the customer is researching this issue we advised the customer to provide the below information, "We'd like to double check for youYou stated, "I was charged twice for this order and have a another charge for $placed on the same day." If you have the order number(s) please provide thoseIf you don't have the order numbers please advise on the date of this charge, the billing name, and confirm that the last of the card is still 6363, and if you can reconfirm that $is the charge you are referring to, please advise." The customer only answered our inquiry about clarifying the last of the credit cardIn order for us to start to research this issue and provide the customer with a resolution we do need all of the requested informationI have attached a copy of the email content the customer sent us, showing that it is not all of the information requested

Hello,Today via email 7/the customer was advised, "So sorry you did not receive your items.No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?"

I was never advised to file a missing package claim! If I was properly advised on what to do by the company why would I waste my time trying to get into contact with a company that is not providng me straight forward answersI was asked for the last digits used on my card and that was the last of the contact with Kylie cosmetics Complaint: I am rejecting this response because: Regards, H [redacted]