Anix, LLC

We advised the customer to send a clear picture of the incorrect items you received, a picture of the packing slip with the initial visible as well as a picture of the shipper box with the initial visible. The customer sent an unclear photo of part of a packing slip. Once we have the...

requested documentation we can provide a resolution.

The Customer’s rejection of our previous response was blank. Due to this we believe the customer’s complaint to be resolved.

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.

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]

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.

The customer never mentioned an issue with a duplicate lipstick, today via email the customer was advised to, "We're so sorry for the mix up with your order! Please send a clear picture of the incorrect items you received, a picture of the packing slip with the initial visible as well as a picture of the shipper box with the tracking number visible. We'll get right back to you!" Once we have the photos from the customer we can then issue the correct item. In regards to our resolution as the shipping guarantee did not apply to this customer as she was not domestic, that brought a close to this issue.

Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyPer our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of...

our customers.The customer has been issued a one time courtesy replacement with their freebies. Processing is 7-10 business days, business days do NOT include weekends and holidays. 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.

Per our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of our customers. The customer has be issued a replacement package with their correct order with tracking number 94[redacted]83484340885. Please...

allow 3-6 business days (not including weekends and holidays) for their order to be delivered.  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. As it was our error, we would like to offer the items the customer received incorrectly as compensation for their inconvenience.

Hello, The customer was emailed today 7/7 and advised,  "We can offer a one time courtesy replacement or a refund, please advise which option works best for you." Unfortunatelywe cannot send the product and issue a refund, the customer can only choose a refund or the product. This...

request is pending the customers' response.

The customer had emailed our customer service team and we had requested their information regarding the order they had attempted to place. We searched our records and it appears that Danica's attempted order was not successful. As a result, we had responded to her, indicating that there was no order...

placed within our system and any charges that she saw on your bank statement were pending charges and not an indication of funds being successfully pulled. We issued the following response below to Danica regarding this issue."Your card may have declined due to an address mismatch. Please make sure that the billing address you enter on our site matches the billing address your bank has on file for the card being used. Alternatively, you can try to checkout using a different method of payment, or you can try to place your order from a different device. Because the card was declined, any charges on your card are only pending and will be dropped in 7-12 business days." As this is the case, we can confirm the order did not go through and we recommend the customer ensure that their billing address matches the card they use to place an order before placing a new order. The charges they see on their bank statement are only pending and will be dropped in 7-12 business days from the day of the attempted order. If this issue persists, we direct them to contact their bank in order to look into the  issue regarding the card being used, or try using a different form of payment or a different device in order to place a new order.

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.

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].

Per the provided USPS updates, it appears as though the order is still in transit to the customer's provided address that we have on file. The latest USPS tracking update for the order is provided below.December 18, 2017 at 12:24 pmIN TRANSIT TO DESTINATIONOn its way to APO, AE 09114 We remind that customer that per our FAQ, domestic orders have a transit time of 3-6 business days and as the order has shipped as of 12/11, the date of the provided tracking update marks the 5th business day of transit. Our information from our provided FAQ regarding the transit time of orders is quoted below and we have also included a link on where to locate this information on the website prior to placing an order."delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary."https://www.kyliecosmetics.com/pages/faqs We also remind the customer that, per our FAQ, this time may also vary at the time of holidays.Per our last response to the initial complaint, we also encourage the customer to reach out to our Customer Service Team if they have experience any issues in regards to the delivery of their order once shipped. They can contact our Customer Service team at [email protected]. Once we have been contacted in regards to a provided issue with the transit of the order, one of our representatives will be able to take a further look into the issue and offer further assistance within the policies that we currently abide by.

Complaint: 11443516
I am rejecting this response because: I am trying to make clear that the package was NOT delivered to my home address and hereby I told them to check this link: https://www.internationalparceltracking.com/Main.aspx#/track/3S[redacted]...⇄ where can be seen that the package was delivered on the 10th of May in The Netherlands (so, NOT to my home address) and that is has been sent back to the US on the 12th of May. I really want to make sure I will receive my refund asap. Already placed a new other by the way.
Regards,
E[redacted]

Hello, Due to the holiday on Monday we were not in the office yesterday 5/30 to respond to the customers' 5/28 email. Today 5/30 the customer received an email advising that we will send out the additional Koko K kit in the next 2 business days.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11552069, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Complaint: 11426494
I am rejecting this response because: This company has told me multiple times that they have requested a new order shipped and I never receive anything. This is appalling business ethic and scamming customers is not acceptable. I was charged for my product nearly a month ago. Unless Kylie Cosmetics is selling product they don't have there should not be a single issue with shipping the product in a timely fashion. One month is not timely and a replacement package should never have to be requested. I am disgusted. I will keep complaining until a refund is received or a product. 
Regards,
K[redacted]

Customer contacted us again to notify us that the package had still not been delivered. We asked her to file a missing package claim with the post office, which she did and we sent her a replacement package. Her replacement order is currently processing and will ship soon, this issue was...

settled on 3/23.

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.