Anix, LLC

Customer reached out to our customer service team. Customer did not purchase her order from our website. We can only assist with orders placed on our website and can no longer assist the customer as her order was placed elsewhere. Thank you

Per our policy listed on our FAQ page and order confirmation page, our processing time for orders is 3-5 days business days, business days do NOT include the weekends and holidays. Once shipped, your delivery time within the United States is 3-6 business days and 10-15 business days internationally....

Please keep in mind that during the holidays, processing times may vary. As the customer placed their order on 11/25 order K4030705, as of today 12/1 we are on the 4th processing day.

USPS advised they are still looking into this matter, see below for exact email verbiage customer was advised: "Hello Lina,USPS advised they are still waiting on more information for your package. They advised that there is a good chance your package will be delivered some time this week, and they will continue to monitor and keep me posted."

Per the customers request in their rejection their order K5887575 has been canceled, exact email verbiage customer was advised, "Your order has been canceled & refunded!  Please note that it takes 7-12 full business days to show up in your account!"

Complaint: 11949437
I am rejecting this response because:I...

purchased the pallet as a whole. I did not buy individual eye shadows. I did not see anywhere on the website that they are not responsible for damages. What drew me to buy it was not only the shadows but the packaging as it is shown online. its very different from the other kyshadow and that is why I purchased it. Had I known that it was possible to receive something damaged with marks I would not have bought it. I also did not know it would reek of chemicals. I was hoping the toxic smell would go away so I did not mention it before but the smell is very much still there and Im afraid to use it 
Regards,
E[redacted]

Per our policy stated on our FAQ page states, "we aim to respond to all E-mails within 48 hours. Please note that this time frame may be extended during and immediately after launches." According to the email chain, see attached, we responded to the email chain within our promised time frame. Today...

12/2 via email we advised that we are going to issue the replacement package. Please see below for exact email verbiage. "We are so sorry for this issue. We'll have a one time courtesy replacement package of order K4014564 sent out to you.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

During this time frame that the customer ordered we had a limited amount of product to sell for KKW and we also had a promo with a limited amount of stock, therefore we have longer processing time frames. As this policy " processing time, please keep in mind that during limited edition launches", does directly apply to this customers order. We aim to be very transparent as we do list all of this information on our website, and encourage customers to email in with any questions on our FAQ page. We are working very hard to get each and every customers order shipped, and we do apologize for the delay.

The customer reached out 3/17/18 advising that they would like to return their product and receive a refund for their order. Please note, customer agrees to all terms and conditions when an order is submitted with Kylie Cosmetics. All return information is available prior to purchase experience on...

our FAQ. Also available in the bottom left during the checkout experience. As we have placed the required information throughout our website it is the responsibility of the customer to confirm this information prior to submitting an order.Our customer service team responded 3/20/18 stating that we do not accept returns, exchanges, or issue refunds and that all sales are final. The customer stated again 3/20/18 that they wanted to return their product. Per our terms of use, we may only replace the item if was damaged or defective and we may decide not to replace or refund the product. We responded 3/20/18 confirming our no return policy.

Hello, Per our shipping policy, “We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges...

once the package has exited the United States.” Per our policy we will not be issuing a replacement package or refund.

Their package has been received back at the Kylie Cosmetics HQ. They have been refunded, as is our policy for all returned packages. Please note that it takes 7-12 full business days to show up in their account.Unfortunately, we are unable to reissue the order, as our policy requires that we cancel...

and refund all returned packages. As this is the case, they will have to place a new order.

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may vary. Please note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a document...

indicating this information in our policy.We have recently experienced an increase in order volume as result of a limited edition launch (during which the customer ordered) which placed us outside of normal processing time frame. We’re working extra hard to get their order processed as quickly as we can. We’ll send them a tracking number as soon as their order ships.

We have received the customers complaint via our customer service team and provided further assistance by escalating this issue. Per the response we have issued on 12/12, we issued the following information below to the customer regarding this issue:  "This issue has been escalated and...

reviewed. We're sorry for the issue. This has been escalated to the appropriate department to ensure that you are removed from our mailing list." As the customer was reporting they were experiencing this issue multiple times, we ensured that this complaint was forwarded to the appropriate department to ensure that they are removed from the mailing list and provided a resolution for the issue experienced regarding the subscription and promotion emails they were receiving.

I am rejecting this response because: I emailed them back and no response. I 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 2 to my cart! I have no reason to lie and it's a 20 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 happen. I'm not sure how to prove that I did since it's not showing up on the order. I was never trying to get things for free all I asked was that my order be corrected. They finally answered and tried to fix the situation after I contacted you. If I hadn't they wouldn't have done anything. 
Regards,
M[redacted]

Complaint: 11891138
I am rejecting this response because: The company has not emailed me to request me to provide validation of credit card details, so to claim they have done so is false.  Secondly, the main cause of my complaint was that the company repeatedly failed to respond to emails and would not provide information I requested of them.  Following my complaint to Revdex.com, they did in fact finally reply to me and referred to the specific order I made and the tracking details, so that is further evidence that their claim that my complaint is not linked to an order is completely false and in my opinion further shows the total lack of professionalism of this company.
Regards,
P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550213, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

Per our policy listed on our website, see policy attached, processing times for orders is 3-5 business days (excluding holidays and weekends) before they ship. As the order K4160248 was placed on 11/27, and today is 11/29 it has only been processing for 2 business days. Therefore, according to...

our policy we are within the processing time frame.

The customer's replacement order RK5868221 for their lost package has shipped with tracking number LZ1#####518US.Please allow 24-48 hours for tracking to update. International delivery time is 10-15 business days, business days do NOT include weekends and holidays.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. For assistance in locating their package's transit, we recommend the customer contact Royal Mail.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID 11882431, and find that this resolution is satisfactory to me.
Regards,
J[redacted]
The box arrived after I twitted the company and sent in the complaint to you Thank you

Hello, Per the customers' email response, it appears that they received their package on 12/6. Please see the customers' email response attached.

The customer’s order was placed on 11/22/17. The customer contacted our customer service department on 11/30/17 and inquired when their order would be shipped. The customer was advised on 11/30/17 that there was a delay and that once their package ships they would receive tracking...

information. The customer’s package shipped on 12/11/17. The customer contacted our customer service department again on 12/16/17 informing us that their package had not reached them. It appears that there was a delay in the package's transit per the provided USPS updates.  The customer was advised on 12/20/17 that we would issue a replacement package because of the delay. The customer was advised on 12/21/17 that their replacement package had shipped. We ask that the customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their package, we encourage them to contact their local USPS or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance.