Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11882820, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Hello, We are issuing a replacement package of order K1389163, it appears that the tracking information on USPS never updated. The customer was advised via email today 7/8 that we will be issuing a replacement and the order will ship in the next 2 business days and once the order ships she will...

receive an email with tracking.

We requested additional photos; because we needed photos of the actual product the customer received to ensure it was in fact the incorrect product. Today the customer was advised that we were issuing a replacement package, see exact email below: “We are so sorry for this issue. We'll have a onetime...

courtesy replacement package sent out to you for your Exposed lip gloss! Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”

Complaint: 12156844
I am rejecting this response because: 
I understand that processing times can very during limited edition launches, but there were none at the time of my order. The KKW collection launched nearly two weeks before myborder was placed, and my order did not contain any limited edition items. Additionally, even when ordering from limited edition collections, my order was shipped and delivered promptly. On top of all of this, I was charged three days after my order was placed; how is it that you can process my payment and take my money but not have any update on when my items will be shipped? I've been a loyal Kylie customer since the line launched, but after this experience I might not be buying again. I'm out $58 and have no clue when I might see my makeup. 
Regards,
K[redacted]

Hello, The customer emailed us on 7/9 advising us of her mishap with her order, and we promptly responded on 6/9 requesting photos so we can authenticate the issues she described.  On 6/9 we received the customer’s photos, and we responded requesting photos of her Order confirmation. ...

Today 7/13 the customer was emailed and advise, “We are so sorry for this issue. We'll have a onetime courtesy replacement package of Dolce liner sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. For your issue you are describing with Kourt K and Heir please send photos that reflect the issues so that  we can provide you with a resolution. “ Please note that we do require photos so that we can authenticate the issue the customer is describing.

All of our products are in such high demand by the consumers that is the reason the products sell out so quickly. In regards to stock we are working diligently to get the product back in stock for our customers to purchase.

We can confirm that the order in question is not placed using our website for Kylie Cosmetics. The customer has provided their order confirmation in the email thread to contact our Customer Service Team. Their order confirmation indicated the order number in question and our Customer Service Team was able to confirm that the order number in question was not associated with us as the order confirmation issued do not match our order confirmation. We also do not issue order numbers that do not consist of a K and our order numbers for recently placed orders are longer than 5 digits. We have included a screenshot of the customer provided order confirmation in our response to this rejection for review.We can confirm that there are no other websites other than www.kyliecosmetics.com we stand behind. If a customer placing an order using our website, they will receive an order number with a K and 6 to 7 digits. This is the scenario for all orders that are placed if using the URL provided. As this is the case, the customer will need to contact the company that they received their order confirmation from that has issued their order number, as they will be able to provide further information and details regarding their order #14801.

Our policy refers to the fact that during large launches and holidays  processing times can be longer, and that is why in our initial Revdex.com response the customer was provided this information. We do encourage our customers to email us prior to ordering if they should have any questions about our policy's so that further clarification can be provided. The customers order K5807927 has been shipped, tracking, 94[redacted]81397036161. Please check usps.com regularly for tracking updates.

The email address associated with the received complaint does not report any inquires with our customer service inbox. We have attached a file that proves that the email address in question comes up with zero inquiry results for our customer service inbox.As this is the case, we are unable to...

provide sufficient assistance until the customer provides further information regarding their order and issue they have experienced. We recommend that they email our customer service team at [email protected], explaining the details of the issue they have experienced in order to provide a resolution.

On 12/17 the customer was advised we are issuing a replacement package. The replacement package we issued contained, "The Holiday Collection Bundle" and it was shipped on 12/14. The customer was provided with the tracking number via email on 12/17, and the customer has not emailed into customer service since our 12/17 email. 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.

Hello,The customer was emailing from 2 different email addresses [email protected] and [email protected] we do recommend toemail from one email address to ensure you are provided with the best assistance. The customer was advised on 7/28, "We are so sorry for the delay! Your...

product will ship in the next 2 business days; once your order ships you will receive an email with tracking." According to tracking 94[redacted]08 the customers' replacement order shipped on 7/28 and we sent a notification email to [email protected].

We reviewed our emails and it appears  we have not received any emails from [redacted]@gmail.com, therefore we sent her an email asking for information that would help us locate the fraudulent charge. Once the charge is located we can then cancel and refund to the credit card...

that was used to place the order. The below verbiage is what was sent to the customer today 8/4, We are so sorry this happened.  We can locate the charge. Please provide the information requested below:What is the full name, last four digits of the credit card used, dollar amount charged, and date of the charge? For verification, please provide your full billing and shipping address."

Hello,There was a glitch and either the package never left our warehouse or the package was lost with USPS. Therefore we issue a replacement package, and the standard processing time on replacements is 7-10 business days, and the customer was advised that information on 5/27. I will ensure the...

package goes out within the time frame advised.

Hello, It looks like the package is lost with USPS, we can issue another package to the customer. Today via email the customer was advised: "So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so...

that there isn't another issue?"

Hello, Unfortunately based on the information you provided below we can confirm this is not a Kyliecosmetics.com order our order numbers start with a K, and our order numbers are longer than 4 digits. In addition, the customer sited kyliecosmeticsoutlets as the business they ordered from. We...

are Kyliecsometics.com, and we are not affiliated with any other business nor do we authorize anyone to resell our products, see policy attached. Therefore, we would advise to contact the site you placed the order with they are the only ones that can assist you.

Hello, Unfortunately, we do not accept returns, exchanges or refunds; all sales are final, and the customer was advised this information via email 7/28, and I have included our policy attached. The customer was advised that the product can be moved around the via, but this is completely normal...

and is not an indicator of missing product.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12244289, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

On 8/2 the customer was advised, “Unfortunately, we were not able to locate your order based on the information you provided. Was order placed under a different name or email?” In further review on the email the customer advised that they paid extra priority shipping, and Kylie Cosmetics does not...

offer any type of expedited shipping. Also the charge showed the charge going to a company called “lockets outlet NJ” which is not how our charges appear on a bank statement. When a customer is charged by Kylie Cosmetics our company name appears on the charge. Based on this information the customer did not place an order on KylieCosmetics.com on 7/29.

Complaint: 11547189
I am rejecting this response because: the USPS does not allow me to file a claim because the shipping was not insured and I never had the option to insure my package as the company only has one shipping option. I attached an image of my attempt to file a claim. 
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11533918, and find that this resolution is satisfactory to me.
Regards,
N[redacted]