Anix, LLC

On 1/25 the customer was emailed and advised we are issuing a replacement package, please see exact email verbiage below: "Hello Kori, We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 7-10 business days, once your replacement...

package goes out you'll receive an email with tracking.Thank you,"

Unfortunately, the products that were in the customer's initial order were on back order, so to prevent any delay in the order, the order was proceeded to be cancelled and refunded. The refund for the order will take 7-12 business days to be processed. To ensure that the customer was informed of...

this, our customer service representative communicated the response provided below on December 19th. "We are so sorry to inform you that the 2017 Birthday Mini Velvet Kit is currently on back order. As customer satisfaction is our top priority, your order has been refunded. Please note, it may take 7-12 business days for the refund to reflect in your account. We sincerely apologize for any inconvenience this may have caused."The customer was emailing in regarding the status of their refund before the allotted 12 business day time frame, as our last form of communication was received on December 22nd. As this is the case, the refund may not have completed processing at this time. We have included a screenshot indicating that we no longer have the funds in question for the order placed and they have been refunded accordingly. As this is the case, the customer will need to allow for the full processing time for the refund to process, or contact PayPal regarding the details of the refund, as the funds are no longer in our system and we no longer have any possession of the funds for their order, as the order was cancelled and refunded.

Hello, On 7/11 the customer was advised, "It appears we did issue a replacement package, but the tracking 94[redacted]91indicates the package never moved. I can issue another replacement and have it ship in the next few days." The customer email emailed back on 7/11 and stated,...

"Yes and can you actually send me the ttracking number this time." On 7/11 we responded to the customer stating , "Once your replacement package goes out you'll receive an email with tracking, to email [redacted]@me.com" To confirm the customers package shipped on 7/12 per tracking 94[redacted]58.

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "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. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K7153627, was placed on Dec 3rd. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. The order in question has shipped as of 12/13. The tracking link for the customer’s order is provided below.Order K7153627 Tracking: 94[redacted]81606343356 As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 business days. The USPS tracking provided currently reflects the following information below. December 15, 2017 at 3:51 pmDELIVERED, IN/AT MAILBOXYUMA, AZ 85364 If the customer has experienced any issues with the delivery of their package, we encourage them to contact their local USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

We have issued a replacement for the missing Birthday Bundle on 8/25/16. Processing time for replacements is 7-10 business days, once the replacement has shipped the customer will receive his/her tracking number.

Complaint: 11626436
I am rejecting this response because: The Shipping needs to be cheeper, as it is sometimes hard to order things together, because you don't make enough, that leeds us to have to order seperate and pay the shipping everytime!!!
Regards,
C[redacted]

We are working towards resolving this issue for the customer. We are issuing the customer their correct order K4007496 of 22 Lip Kit, and we will reimburse the customer for the postage for the wrong order they had to return to us. Today 1/9 the customer was advised, "We are so sorry for this issue....

We'll have a one time courtesy replacement package of your 22 Lip Kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. Please send us a receipt for postage of the wrong order you sent back to us so that we can reimburse you." 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.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th. We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot). If the order has not yet shipped and the customer prefers to cancel their order completely, we recommend for the customer to contact our Customer Service team ([email protected]). We would like to reassure the customer that we are working around the clock to ensure their package is shipped as soon as possible. As soon as their order ships, the customer will automatically receive tracking via email.

Complaint: 11491331
I am rejecting this response because:I have already taken pictures in the very first email I sent to them and at this point will like for them to provide a return shipping label to return items and get my money back
Regards

Hello, As stated on our shipping page (see attached) duties and fees are the responsibility of the customer, and we will be upholding our policy and we will not be covering any duties and fees that the customer has incurred.

Hello,We have some tips that will aid in application and wearability of our products, see below:We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy however, we do have a few tips to help improve the wear of your...

Liquid Lipstick!1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing! 3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance. 4. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing.

Complaint: 11945837
I am rejecting this response because:  I cannot order anything from the site with any of my information.  I feel like I have been blocked from the site.  This happened to me twice with them and all I wanted was the Peach Pallet.   I have spent a lot of Money at Kylie Cosmetics we are talking over 1,000.00 in products.  I am one of the best customers, I have even promoted her site.   They need to not block me from ordering from them.  It took them 6 days to answer my email and the first one said this:to me Hello K[redacted],It appears your order has been flagged for high fraud risk. Our system is unable to process your payment and we are unable to accept/fulfill your orders. Please note that any pending charges for your canceled order will remove from your account in 7-12 business days.We apologize for the inconvenience this may cause.Thank you,--Glimar DSo now how do I order this pallet if I am a fraud risk?  This is not a good business relationship to have with a  client.  They did nothing but tell me that my information was a fraud risk, what kind of resolution is that.  I want to be able to order from the site without the fraud and I believe they should give me the pallet for all this trouble.  This is not good customer service and they need to have person to talk to so these kind of things do not happen to other people.  How do you run a business without being able to speak to someone.  This is not good business. 
Regards,
K[redacted]

Hello,I checked the tracking number LZ8[redacted]4US, and according to the USPS.com site, your package was delivered today 5/27. "Your item was delivered in AUSTRALIA at 8:33 am on May 27, 2016." Sometimes USPS tracking information can be incorrect and packages are marked as delivered before...

they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime.

Before we can respond to this query, we would need the customers order number, and the email address they are emailing from.

Complaint: 11549069
I am rejecting this response because:you our obviously have a difficult time reading. I WAS CHARGED ALREADY I HAVE PHOTO PROOF. I was charged and no order went through!!!!!!!Regards,
A[redacted]

Complaint: 11852455
I am rejecting this response because:Although they shipped my order, they have made no efforts to fix the issue of how their customer service people handlesay things by sending automated emails. They also have made no efforts to extend an apology for showing no sincere concern with my issue as a customer. I believe I deserve something in addition to my original order for the inconvenience.
Regards,
A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867336, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello, I am not able to find record of the customer emailing Kylie Customer service, I sent the customer an email stating the below, in order to review the customers claim we do need this information."We are so sorry to hear that you did not receive the correct product, do you mind sending a...

picture of the products that  you did receive in your order?  Please send a picture of your packing slip so the stamped initial is visible, and please provide your order number. "

Complaint: 11892950
I am rejecting this response because:I want a better explanation, because this makes no sense to me whatsoever, I ordered dancer gloss the same day as the Holiday Eyeshadow Palette and received the dancer gloss only.
Regards,
L[redacted]

Hello, We only send replacements for products that have been damaged and per our policy we need photos reflecting product damage in order to send replacements. I advised the customer via email today 5/23 we need photos showing product damage.