Anix, LLC

Complaint: 11845724
I am rejecting this response because: I was not concerned about the charge going through on my account. I don't understand how I can be flagged for high risk fraud on a $40 order. The problem is that the set was a limited edition that is never coming back so because you all flagged my transaction I won't be receiving it. That is where the issue is. There are not any sets that even have similar colors. Here I am thinking I am going to receive them and I get an email saying my order was canceled after the website already sold out. Of course there is no way for me to purchase the product now.
Regards,
C[redacted]

Per our policy we are not able to remove items from an order. In addition, it appears you have ordered the Holiday Box, and your ship to address is International.As stated on our website we are not shipping the Holiday Box Internationally (see screenshot of our website attached), therefore we...

canceled your order. As the Holiday Collection Box is currently out of stock you will have to wait until it is restocked to order. We are working hard to always have product in stock; any out of stock product will be restocked as soon as it becomes available. Please keep an eye on our social media and Kylie's app to get restock alerts.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11556987, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Complaint: 11546106
I am rejecting this response because: it already posted in my bank and is no longer pending. Meaning they have my money.
Regards,
[redacted]

Hello, Today 8/18 via email the customer was advised, "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.The replacement order number is RK1902181. Also the customer was provided with any apology.

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. We are issuing a replacement package for order K3925250, and I have included a screen shot see attached. 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.

As stated, the customer did receive the correct shades. We will be upholding our policy advising that all sales our final and we do not issue refunds, see policy attached.As mentioned in our FAQ, "we will only send replacements for damaged/missing product within 14 days of receipt of package." As their is no damage to the product, we will be unable to issue a replacement or refund for this issue.In addition, the product is no longer eligible for a replacement or a refund. Please note we will only send replacements for damaged/missing product within 14 days of receipt of package.The customer's first contact with our customer service team was on June 11th, however tracking indicated their package was received on May 3rd.

As we advised on 12/15 "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you." Per our policy we only ship the customer one replacement package. We shipped them  RK3871609, and it appears they did not receive this package. As the initial...

issue was our error, we would not have counted it as the courtesy. As this is the case we can issue one final replacement package to the customer. 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.

Our official website is www.kyliecosmetics.comThe customer’s order was placed through another website. The order number provided by the customer does not match our official order numbers, which all begin with K. The customer’s order number is not valid in our systems. The customer’s email...

address does not match any order made in our systems. The customer has not contacted our customer service department with the email address provided [email protected] do not process orders anywhere other than our official website. We also do not authorize the resale of our official products anywhere, and all products are sold exclusively on our website www.kyliecosmetics.com.Please note fraudulent websites may use our information to appear legitimate, however they are not authentic.

Her replacement package is processing and should be shipping by the end of this week. She was told processing times are 3-5 business days, from the 23rd when she was told a replacement would be sent, it has been 3 business days.Once her replacement ships she will receive an email with tracking.

Our Customer Service Team has issued a replacement for order #K3859209 and responded to the customer via email. The email address used to alert the customer of the replacement package is [redacted]@gmail.com.

Complaint: 11965759
I am rejecting this response because:  Have you even addressed why your adhesive smells like paint thinner while other companies adhesive does not?  If that even is the real reason.  Also, leaving a palette open for this amount of time dries out the eyeshadow therefore hindering the integrity of the eyeshadows.  You are suggesting I hinder the quality of the shadows to fix an issue that is the cause of Kylie Cosmetics?  This seems counterintuitive.  Also, was the actual shadow tested while in a palette with said adhesive?  Or was it tested before it was placed inside the palette?  Also, did you have an independent lab run the tests?  If so, I do not accept the results.  It's in Kylie Cosmetics best interest to say testing passed.  If you sent to an independent lab of Revdex.com's choosing that wouldn't be good for Kylie Cosmetics would it?  Stop minimizing this issue.  I and most all customers that have bought this palette are afraid to use it despite what your blurb says.  You know why?  We've NEVER had any eyeshadow palette from ANY company smell this way, that's why.  I seriously question this business's integrity and validity to treat their customers this way sending them an unusable and unsafe product and refusing to right this situation.  Guess what, you don't have to refund me if you send me on that is safe with no smell.  So not asking for return or refund if you make this issue right by providing one with zero smell which is NORMAL for eyeshadow palettes.Revdex.com I implore you too look at YouTube and social media outlets.  Literally hundreds of people have been affected and feel the same as I do.  This is not right and Kylie Cosmetics can't seem to understand their customers don't want to put a shadow on their eyes that's been sitting in these horrible fumes. 
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11953421, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Hello, The customer only receive a replacement for Heir since the photo they provided showed an issue with Heir. Per their photo attached of Candy and Posie, they are titled on their side and I don't see an issue of leakage of product. Since the photos did not reflect an issue their was no...

replacement issued. See attached photo from customer.

Meilyns' package has been received back at Kylie cosmetics, and she has been notified (via email on 6/19) that we have issued her a full refund of $52.00, and that she should see the refund in 7-12 business days. In addition, we always encourage our customers to email into [email protected] if they should have any further questions about our products. Also we have removed the eye-shadows as being talc free from our website, see attached.

Revdex.com:Please pass on the message that after I placed my order with Kylie cosmetics, I was...

never given an order number/confirmation email or anything. The money has been taken out of my bank account though, as it is showing on my statement. My smile aacoint with Kylie costments that I used to order is either k[redacted]@gmail.com or k[redacted]@yahoo.comi cannot remember which email I used.since the money was taken from my bank account yet they insist they cannot find my order, shall I just call my bank and have them get involced and they can call the company too? Would that be easier? 
I have reviewed the response made by the business in reference to complaint ID 11854719, and find that this resolution is UNsatisfactory to me.
Regards,
K[redacted]

According to USPS.com for tracking LZ193706017US, "Your item was processed through a facility in UNITED KINGDOM on December 30, 2016 at 11:38 pm. The item is currently in transit to the destination." Based on our experience this indicates the package is going through customs.

Hello,The customer emailed on 7/5 (all 4 emails) and we responded to her email today 7/7, and per our website our response time is 24-48 hours. We responded within our response time listed on our site, please see attached. We responded to the customer advising that USPS tracking might be...

incorrect and to get back to us in a few days if she has not received her package.

Complaint: 11460179
I am rejecting this...

response because:The box was already opened upon delivery her lip glosses are not shrink wrapped inside the package so whom ever opened my box had full access to try on the lip glosses or put something in them therefore the product is no longer safe to use and then prior to today's email they tried to tell me they couldn't replace my product because I had reached my 14day limit which it had only been 4 days
Regards,
A[redacted]

Hello, We are upholding our policy and we are not issuing replacements or refunds for your order. See the information below from our shipping page, and note that this information is available prior to ordering.