Anix, LLC

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.

According to tracking for order K3849223, the customers order shipped today 12/1 tracking number 94[redacted]6.

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."

Complaint: 12541120
I am rejecting this response because: Once again this company sends a generic message. The point is that customer satisfaction needs to be a priority. If you want to charge department store prices then provide the same high end expectation in return via customer service. When launching new products and there is an expectation of an increase in sales then there should be a fix to the issues causing delays in shipping. This company has an "oh well" response to customer issues. What is the company going to do to ensure this doesn't keep happening when customers are unsatisfied?
Regards,
J[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 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

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12263591, and find that this resolution is satisfactory to me. but however I would like to state that even in regard to the delivery time, the shipment time was completely outrageous and unacceptable in my opinion. I waited 11 days until after I filed this same complaint and I love how magically all of the problems were solved once bringing the Revdex.com into the subject. the amount of time I waited to actually receive the product wasn't a problem for me at all, it was the amount of time I waited just to receive a shipment notification. I personally like to know what is happening with the products I virtually purchase online and I like to know if things are going smoothly. with the screenshot of emails that kylie cosmetics provided everything there was not considered helpful or acceptable customer service at all; after the first email that they responded to me from tracie g. , while discretely mentioning my order, they assured me that they were "working really hard to get my order" while also apologizing for the delay. that customer service representative provided no specific details as to regarding my order at all and briefly told me to wait patiently even though on our part we are taking forever to send out the order, that in which enraged me to some degree. then after that, because that was friday night/evening I received that email I responded back and then I had to wait until monday to get a response back from a completely different customer service representative. after that email I ignored it and left it in the hands of the Revdex.com. after a while I finally received my order in  the mail and hilariously received an email from the customer service representative telling me that my order has been shipped and it now has a tracking number. I believe that the last email sent was sent only to cover up the mistakes they have made so they would not receive a poor review but I don't think it was very professional or good for business. 
Regards,
M[redacted]

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.

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.

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.

Hello, The customer was emailed today 7/1 and advised, "Please advise on the order number, and confirm it is for two Koko K liquid lipsticks, once I receive your email confirmation I can issue you a replacement package asap." Once the customer emails back and confirms I will send out the...

replacement products.

Hello, It appears that the customer incorrectly entered their email address when placing their order see attached, she put an additional o. I have updated the email address to [redacted]@yahoo.com, and I resent the customer her order confirmation and shipping confirmation. The...

customers' initial email on this issue was 7/10 and we promptly replied on 7/11 asking for information so we could locate her order, and the customer replied on 7/12 stating, "I already report my issue with Revdex.com. I shouldn't have to contact Kylie Cosmetic for a order confirmation. An I have the same issue every time I place a order. No one can never answer my question when I email. So thanks for replying 3 days late." Today the customer received an email advising that her email address was updated and her order and shipping confirmation have been resent to her correct email address [email protected], and she was provided with the tracking number 94[redacted]41 for her order K1651156.

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 we only issue replacements within 30 days of receipt of product. Ast this order was received around 7/22 it is no longer eligible for replacment. It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we...

have this policy in place in order to be fair to all of our customers. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11842569, and find that this resolution is satisfactory to me. They shipped me a replacement as the original package was delivered to an address I don't have access to anymore. I should be receiving my package at the correct address sometime this week and I'm beyond happy. Thank you!
Regards,
[redacted]

The customer was never instructed to send the wrong order they received to the correct customer. We always recommend that an order issues only be settled through customer service. We are checking with the customer they sent the package to, to see what they received. If the customer did in fact send them their order we will send B[redacted] the other product in their order.

Complaint: 11640362
I am rejecting this response because:
 I ordered several products from Kylie Cosmetics as part of a packaged deal called Kylies Birthday Bundle. This retailed at $195USD which in total cost $319AUS with shipping etc. When the order was delievered, the package was missing two of the products I ordered and paid for. I immediately contacted the Customer Service Team at Kylie Cosmetics to ask that the missing products be delievered to my address ASAP. I had read hundreds of scary reviews about the customer service at Kylie Cosmetics and was scared that my emails would be ignored as so many upset customers were posting to Kylie Cosmetic's Facebook page saying they had received broken or faulty products, or not received their orders at all. It took about 7 emails to Kylie Cosmetics before they finally responded to my email where I was advised it would take up to 21 days for my missing products to be shipped. Today (31/08/2016) I received the second package from Kylie Cosmetics and I was disappointed to see that although my address and name was clearly printed on the package, inside the package was the receipt and product for another client from another country. So, not only have they still not sent me the missing products I paid for a month ago, they have now sent me someone else's order. I have taken photos and emailed customer service again this evening but I am afraid they will just ignore me and that I will never get the products I paid for. It's been such a difficult ordeal trying to get these products that I am saddened to say I cannot recommend this brand to anyone. I love the products but the customer service and packaging departments are absolutely shocking and it feels like there is no level of care for their customers. I would like my missing products sent to me ASAP and would also like for some gesture of goodwill to accompany my order!I would like the missing eye shadows to be sent to my address at the upmost urgency and due to the copious amounts of errors and delays and ignored emails I would like either a Kyshadow Pallete or the new Lipkit bundle to be sent as a gift and as an apology for the incredible inconvenience caused on one order from Kylie Cosmetics. If this is unable to be resolved, I will take matters further as I find it incredibly dissappointing and unfair.Regards,
J[redacted]

It appears that the order number provided is not an order number from Kylie Cosmetics. The website they are referring to is not our website as we only have one. We do not authorize our products for resale anywhere. We cannot confirm if these products are authentic or not, as many customers tend to...

buy our product to sell on their own. However, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbers. As we can see in customer's Revdex.com complaint, her order number only contained five numbers (#26576).Attached are screenshots that have shown that there are no emails from [email protected] nor any orders under the order number 26576. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com nor was she emailing the corresponding customer service email [email protected]. We recommend the customer please contact the company they did make the order with as they can best assist them with their inquiry.

As the customer is in a different country then us it would be near impossible for us to accurately and efficiently tracking down a package that was delivered to the UK when we are based out of California. In addition, our only source of communication is via email. Historically when we advise our international customers, "Please contact your local post office or your customs office as it appears they could be holding your package." They find this normal and will gladly look into this, and if the package cannot be found we are emailed back. As we do request this customer do the additional leg work to retrieve their package. As this package was sent as their only replacement package, and we will not be able to issue another replacement per our policy.