Anix, LLC

Complaint: 12416084
I am rejecting this response because:This is not true. They have had these kind of campaigns before where the freebies are added without showing up in your basket at checkout. Also if this is their "new" way of doing things one of my items should have turned into a freebie since they both were eligble for this. And one last thing is that I contacted the buisness myself before sending this complaint and they never mentioned anything about this. They said a mistake had been made and that they still would not replace it. 
Regards,
S[redacted]

Complaint: 12231971
I am rejecting this response because: company did send a defective product 
Regards,
A[redacted]

Hello, On 9/4, the customer was advised, “It appears there was an error when processing your refund. No worries, I manually fixed the issue and refunded your card for $43.95. Please allow 7-12 business days for this to reflect in your account.” As 12 business days would be 9/20, we would advise...

the customer to allow more time for the refund to appear in her account. I have attached records to show the order was canceled and the refund was issued on 9/4.

Customer reached out to our customer service team and has been issued a replacement package. Thank you

As this was a one time courtesy replacement package, our CS team confirmed the customer’s desired address. Please note, confirming the customer’s address is standard procedure as we are only able to issue one replacement package per order. We advised the customer to use an alternate address to avoid additional shipping issues. However, according to our records, it appears the customer used the same address as their initial order. Due to this and upon review of the tracking number, the customer’s replacement package may be experiencing additional shipping delays. To uphold our policies and remain fair and consistent with all customers, we are unfortunately unable to issue another replacement package for this issue. As we have issued a replacement package for the customer, we are unable to also issue a refund for this package. The customer’s original package was deemed undeliverable by USPS and returned to our facility. If the replacement package also returns to our facility, our team will be able to issue a full refund as the customer did not receive any packages. For future orders, we recommend for the customer to use an alternate address. Additionally, for orders within the UAE, their local post office recommends the use of a P.O. Box address to ensure packages are delivered efficiently. We recommend that the customer stay in touch with their local post office for any tracking updates regarding their replacement package.

Complaint: 11619302
I am rejecting this response because:
I had filed a complaint with Revdex.com about Kylie Cosmetics almost 2 weeks ago about my package that was never delivered by USPS and wanted a replacement for it due to the fact I was not getting any respond back from Kylie Cosmetics customer service. Kylie Cosmetics did send me a replacement package after Revdex.com had contacted them regarding my complaint. I had received the replacement package yesterday and it was sent in an envelope which was suppose to be in a box because that's how they usually mail all their products. All 4 lipkits that was replaced was damaged. I had sent an email to Kylie Cosmetics customer service and sent a direct message on Instagram, but my messages was just being read and ignored. I am asking Kylie Cosmetics for a full refund for all 4 damaged lipkits purchased and will be so happy to return the replacement package that was damaged back. I'm tired of dealing with Kylie Cosmetics with this same issue for almost a month now.I would like to send these damaged lipkits back and request for a full refund.
Regards,
N[redacted]

Hello, The customer was advised via email today to send photos of what they did receive so that we can authenticate their claim. Once we receive the photos we can then issue a replacement package of the correct item the customer did order.

It appears that the order number you 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 Revdex.com complaint, her order number only contained five numbers (#29518).H[redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise H[redacted] to contact the site she did place this order with. Attached are documents showing that there are no emails from H[redacted], nor are there any orders in our system as number 29518. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com. We recommend she please contact the company you did make the order with as they can best assist them with their inquiry.

We received the customers photos. But we are waiting on, the customer to,"Please clarify what you mean by "product quality is absolutely awful" Could you send us a quick pic of what you are speaking of so we can provide a resolution that aligns with our policy's." We advised this on 11/28, and need this information before we can respond.

Customer was notified that her order was considered fraudulent and was told that replacements were not going to be sent out due to this issue. Packages were sent to the her here are the order numbers and tracking numbers.Tracking number 94[redacted]81941436423  for k97327Tracking number 94[redacted]84 for k86964

We are so sorry for the delay! Your product will ship in the next 3 business days; once your order ships you will receive an email with tracking.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.

Complaint: 11637004
I am rejecting this response because:
They are lying. I gave you the order number. I had to use my email to order. I have received emails from them anout my order.I have the picture of the product that was ordered.
Regards,
K[redacted]

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 site. Thank you for your patience,"...

https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we aim to be very transparent, and list this information on our website. We 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 tracking. Today 5/16 we responded to the customers email, advising the order advising additional processing days are required for this order.

Hello, Our response time for emails is 24-48 hours, (see attached) and the customer did email us consecutively on the 13th and then the 14th,  from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first. Our products are...

filled to net weight before they leave our factory. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely normal and is not a defect or an indication of missing product.

According to the customers' request the issue has been resolved and their order has shipped. Our FAQ page states that processing times are extended during the holidays and after launches. The responses provided are composed to ensure we respond to the customers' inquiries. In addition, our 12/1 email stated, "We apologize for the delay."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11891102, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Hello,The tracking number does indicate that the package was returned back to Kylies' hub, however we did not physically receive the package. We would physically need the package to issue a refund. In this case we would  accept a claim number from USPS in order to issue a refund. Customer was...

advised the below today 5/9 It appears we have not received the package back at our hub, please provide a claim number from USPS.  Please file a missing package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to us and we'll get back to you asap!

Complaint: 11568780
I am rejecting this response because:I am fully aware and understand the policy. What Kylie Cosmetics fails to understand over and over again is that there was a mistake in my order. I was confirmed for 2 Heirs when I ordered 1, and confirmed for 1 Candy K, when I ordered 2. Therefore, I am not trying to modify my order. I am trying to have a mistake rectified. I come from a family of successful business owners. I understand how difficult it is to keep up with customers at times. However, we would never keep repeating a policy to address a customers complaint when that policy doesn't fully address a customer's complaint. Customers should be respected and should feel heard. I feel as if I'm repeating myself over and over again for the past two weeks. Just because there is such a large fan following, doesn't mean that customers should be treated like this as one disappointed customer doesn't effect your business as Kylie Cosmetics has millions of loyal customers. As mentioned before, I was really excited to finally purchase items as usually by the time I try to purchase items, they are sold out. You can only imagine my disappointment going through this situation. As excited  as I was, is how disappointed I am. I regret not taking my business elsewhere, where I would feel respected and appreciated. I do apologize if I have been harsh or rude in anyway. I have just been so frustrated dealing with this. I really hope and look forward to your cooperation.
Regards,
[redacted]

Per our policy, see attached we do not issue refunds. As this is the case we issued the customer a replacement package. The customer was advised on 12/27 that we were issuing a replacement package. We have been in constant communication with the customer in regards to the transit of their package....

The customer emailed us today 1/9 about the package location, and we emailed back and advised, "Hello Shaun, Thank you for contacting us regarding your parcel. Please contact your local post office or your customs office as it appears they could be holding your package. Thank you"

According to our FAQs, we have a no refund/return policy. This information can be found on our FAQ and Terms of Service https://www.kyliecosmetics.com/pages/faqs. The partial refund was offered to the customer solely as a customer service courtesy and is only offered after the inquiry has been reviewed. Standard procedure for damaged products is to issue a replacement with no option for a partial refund.In an attempt to find a resolution for the customer, our team offered a partial refund to which the customer agreed. Per the customer’s request:K6444655 was replaced on August 14th and shipped  August 16th. The customer has confirmed the receipt of this package. K6439220 was refunded on September 1st. $22 USD was refunded to the original form of payment.K6434356 was refunded on September 1st. $22 USD was refunded to the original form of payment.These refunds should post to the customer’s account within 7-12 days. If the customer has not yet received their refund, we recommend checking with their bank as they will be responsible for posting the funds. As our team has completely fulfilled the customer’s request, this inquiry has now been resolved.