Anix, LLC

Complaint: 11643366
I am rejecting this response because:Kylie Cosmetics has made no attempt to account for their poor packaging for shipping which has resulted in this damage. They obviously do not care about their customer's concerns and their service is abysmal. Let this be a warning to others who are contemplating purchasing from this company. If anything goes wrong and it is the company's fault, you may be stonewalled as I have been. I will not get any resolution from them, so close this complaint please.I will no longer buy from this company and I will share my experience with my large social media following.
Regards,
J[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.

Complaint: 12197598
I am rejecting this response because:And once again, as evidenced in the photos, the packaging could not have been damaged during shipping. You have lost a customer. 
Regards,
[redacted]

The replacement order did take 11 business days to process before it shipped. We do state that, "All packages ship via USPS. The processing time for orders is 3-5 business days. Please keep in mind that during holidays or limited edition launches, this time may vary." This policy is listed on our FAQ page see attached.

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.

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]

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.

Complaint: 12158777
I am rejecting this response because:
Regards,
M[redacted]
A poor response from a less than adequate "business" is unacceptable. This company only responded when customers were furious such as myself for waiting two weeks or longer to receive their shipment!! It is unacceptable to change your policies merely because they are running a mediocre business. It takes less time to have something delivered internationally than it did to receive a shipment from a state a few thousand miles away! The business should be fulfilling the orders AND ovffering refunds to ever consumer that was affected!

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]

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.

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!"

Today 1/26 the customer was advised we are issuing a replacement package of the Peach Palette. Exact email verbiage customer was advised, "Hello Renamonet 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."

Our Customer Service Team has let the customer know via email that the order placed on 12/5 for $58.00 on the credit card ending in 1436 has failed. Any pending charges will drop. The Customer Service Team has contacted the customer via...

email k[redacted]@[email protected]@gmail.com

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.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11555919, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

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."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11638789, and find that this resolution is satisfactory to me.
i'll wait till 29/8 thats exactly the time of my birthday, but if I don't receive it on that day I will be chasing for an refund. 
Regard, 
L[redacted]

We advised the customer with a clear time frame for when their order will ship. The time frame for orders to process is 3-5 business days, and this time frame is listed on our FAQ page and is available to view before and after ordering. Please note that once a tracking number is generated and sent to USPS, USPS does take 24-48 hours to update the tracking, therefore the package is moving, but it has not been updated by USPS. As per our policy we do not accept returns or refunds, we will be upholding our policy and not allowing a return or refund, see policy attached.  As you can see from the attached email the customer sent multiple emails in a row from the same email chain. When this happens the customer is pushed to the front of the queue with the new emails, and we do answer the oldest emails first.  Therefore, sending multiple emails will delay our response time.  I also want to re-address the fact that we were not late with this customer’s shipment, as stated in our first response, “moreover 5 business days from 9/5 is 9/12 and per the attached the order has shipped on the 5th business day as is within our promised processing time.”

The order K5752012 has already shipped, and therefore can no longer be canceled. The USPS tracking number for this order is 94[redacted]8[redacted]4, and please allow 24-48 hours for your tracking to update.