Anix, LLC

Complaint: 11944126
I am rejecting this response because:To keep attention. I thought it was odd that the charge onto my transaction history wasn't labelled with the Kylie tag. I've attached a screen shot of both websites. I've changed from being a complaint to something that should be brought to your attention. There is clearly a third party ripping off your product and I apologize. (I believed this was the real website as I simply typed "Kylie" into my URL search bar and it quick linked to it on my phone.)
Regards,
J[redacted]

Hello, On 6/20 we advised the customer “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?” Our response time form emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same...

email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not answered. Then on 6/23 the customer was advised, “Sorry for the inconvenience! We'll have a replacement package sent out to you ASAP! Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. I can confirm that the customer will be receiving a replacement package of order K1319293.

When customers experience a delay in their order, we ask that customers wait for up to 3 business weeks for the order to be delivered. Per our FAQ, the shipping time frame for international orders will be 10-15 business days. We have provided the statement below for review; this statement is made...

available on our FAQ for all customers review prior to purchasing."All packages ship via USPS. The processing time for orders is 3-5 business days. After that, 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. Thank you for your patience. " As the customer reported that they did not receive their package by the 15th business day of the ship date and tracking did not indicate a moving package, it was therefore marked as lost in transit and we issued a one-time courtesy replacement for the order in question. Processing for replacement packages will take 7-10 business days. Once the replacement package ships, the customer will receive an email with tracking information. If the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local post office or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance within the policies that we currently abide by.

To clear the customer to order to avoid this issue in the future the the customer was asked to provide the below information. Please provide the information below and we can pass this along to our team to have approved.1. A photo of the front and back of cardholder ID3. Contact phone number3. Reason for the purchaseWe need to take these extra precautions to protect our customers. It would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this order. We appreciate your cooperation.

Hello, We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issued. The customer was advised therewas no issue via email, "I apologize for the confusion. Our metallic matte lipsticks have a different consistency...

than our regular matte lipsticks; these lipsticks have more of amousse-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 thatthis is completely normal and is not a defect or an indication of missing product."

Complaint: 12105214
I am rejecting this response because: as you can see in the file attached above, it's from my history and it shows that I was on the right website and on the checkout, this is why I don't understand why or how another website got my details. I even sent them that before and they didn't even explain or acknowledge it. If I didn't order from them why does it say their website and have the same product and the checkout?
Regards,
A[redacted]

The customer was advised via email to file a claim with USPS, and then provide us with the claim. Once we receive the claim number we can then issue a replacement package. See below for exact email verbiage customer was advised: "Hi Rosialee. We are so sorry to hear you did not...

receive your products.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.Thank you,"

It appears this was an oversight on our part, and from reviewing the last email the customer sent they did in fact advise they still do want the product. Therefore, the order should not have been canceled. Unfortunately cancellations cannot be reversed, we don't have the capability to recharge the...

customer.  In review of the customers order K4530317 the products ordered are part of our permanent collection and the customer is able to make a new order for the same products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11571499, and find that this resolution is satisfactory to me. I will accept the response as I have received the package, but I would like to add that not only did Kyle Cosmetics receive my package on June 30, 2016, for which I have the tracking number, but correspondence began on July 10, 2016, for which I have the first email response. There is no need to continue to make it seem like it was within the time frame when I have all of the documents necessary to prove otherwise. A simple statement admitting that they were busy would have been sufficient, as that is what they stated in the first email that I received. As a customer since Kylie Cosmetics first started, I am disappointed in Customer Service's approach in resolving complaints. After reading through previous complaints, I realized that the metallic matte that I received from the release, which I have yet to use, is only half full, but because of the trouble I have gone through to resolve this issue, I am choosing not to pursue it. I hope that Kylie Cosmetics chooses to focus on quality control from here on out, and resolve complaints in a more respectful manner, as like I stated before, I have all the necessary documents to prove that July 15 was not the beginning of this matter by any means. Thank you to the Revdex.com for your assistance in this matter.
Regards,
[redacted]

Customer reached out to our Customer Service Team. Our Customer Service Team is waiting to hear from the customer as they need addition information from the customer in order to proceed. Thank you

Complaint: 11887253
I am rejecting this response because:A question to Kylie Cosmetics customer service--why would I file a claim with the Revdex.com if I was trying to scam you guys?? Kylie Cosmetics has clearly done little-to-no investigating into this claim and is accusing me of providing false information. I provided the USPS tracking information, attached again--the package never says "delivered" to me. It does, however, say "delivered to original sender". Making this either a mistake on Kylie Cosmetics, or the USPS. For them to claim that I opened the package, and then returned the package with a product not made by KC, is just ludicrous. THE PACKAGE WAS NEVER DELIVERED TO ME. If they had taken a look at my customer profile they would have seen that I've spend hundreds of dollars on their products, and WAS a very loyal customer. Their complete disregard for my specific problem and their utter lack of respect for their customers has caused me to file this claim, and to reject their response. I will never purchase another Kylie Cosmetics product, and will encourage my friends and peers to do the same. 
Regards,
M[redacted]

Our response time for emails is within 48 hours, and can be extended during and after launches. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not answered. We had requested that photos be sent again as the first set made it unclear as to what was received. As we do often request additional photos or documentation to ensure accuracy when completing the customers request. As of 12/16 the remainder of the customers order has shipped, and the customer was emailed the tracking number 94[redacted]9. 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.

Our Customer Service Team has not received any emails from [email protected]. Once the customer has emailed us, we would be more than happy to look into any issue. Thank you

Hello, Today 8/31 via email the customer was advised her make up bag was refunded, see below for exact email verbiage: "The Limited Edition Makeup bag has refunded! Please note that it takes 7-12 full business days to show up in your account!"

Complaint: 12747754
I am rejecting this response because: I was advertised from. Kylie Jenner snap chat app to purchases product and was never on the website to purchase. So I didn’t see not were there any verbiage regarding sales being final. 
Regards,
A[redacted]

There was no efort to solve my complaint.
Complaint: 11863545
I am rejecting this response because:
Regards,
S[redacted]

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. The customer's order has shipped. Tracking: 94[redacted]01 (Please allow 24-48 hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-6 days, and 10-15...

business days internationally. We recommend for the customer to periodically check tracking for delivery updates.

Hello, As the customer is stating we are avoiding emails and complaints, we want to ensure to thoroughly look into this issue. I reviewed the entire customers’ email chain, and all of the customer service representative’s responses were accurate and timely. The customer initially emailed on 9/6...

and their issue was resolved on 9/8. On 9/8 we advised the customer we are issuing the customer a replacement package of their missing items Posie, Koko, and Ginger. We were able to respond to the customer within our promised response time of 24-48 hours, see policy attached. I have included the customers’ entire email chain in the attached.

Complaint: 11855217
I am rejecting this response because: Obviously this company does not want to own up to there false advertisement & all they can keep saying is the eye shadow can be buil-able & now they're adding to use a synthetic brush. Please stop with the excuses, I will not continue to waste my time with this low quality product that your company is putting out. You guys can come up with a million and one excuses over $42 dollars and this useless eyeshadow palette. I have more than enough facts & photos to support my claim. Revdex.com please leave this case at closed & un-resolved. My complaint ends here.
Regards,
J[redacted]

Complaint: 11754845
I am rejecting this response because yes the case was still open and we could have resolve it immediately if they would just cooperate before when I was demanding a refund from them when I was still in the US. I requested a refund many times but they always telling me about their policy. Its not about the policy anymore its about their credibility and how they handle this kind of things. So that's it, they will just take their customers money because of their policy? And they were lying in their statement to my card that they delivered my items properly and even showing them the tracking number that they already delivered it. Its was indeed delivered because all the items have the same tracking number, and I got one items so it will really appeared that it was delivered. They even stated that I didn't return any items (take note ITEMS) to them. I did not received the ITEMS, I only received ONE item which is the pouch. So why are they saying things like that even though they know that its their fault and they even offered me a replacement for the items that not delivered on time. I just don't get it. I giving me hassle for filling a case. Please understand that I worked hard for that money and risk it to place a order to them and even trusted them and they don't even have that conscience. They just started their company and all this things are happening. 
Regards,
[redacted]