Anix, LLC

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.

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]

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.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11872293, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

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.

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.

Complaint: 11792932
I am rejecting this response because:I was notified with the same response when contacting the business prior to submitting a complaint to Revdex.com. Like I previously stated in my initial claim with Revdex.com, I need something to be done besides apologies - either I get sent another replacement for the packaging, or I get refunded with my shipping fee ($8.95). It is unacceptable to receive a package as shown in the images I submitted as evidence, and the blame and consequences should not fall on the customer's hands that it was not handled and delivered properly. 
Regards,
[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.

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.

I checked our system and your address was quite long so it cut off half of the address portion. Based on this, I don't believe your package is going to get to you. I am so sorry about this! But we can send out a new package, please confirm your entire ship to address. Please note that I will be...

manually inputting the order myself to ensure that no part of your address will get cut off with this order.

We received complaint 12373473 via post. Please see our response below:The customer reported a total of 3 broken palettes, orders: K6439220, K6434356 and K6444655The customer was given the option to choose between a one time courtesy replacement or a partial $22 refund (price of a single...

Kylighter) in place of damaged product. Below is the wording of the offer:"We are so sorry to hear about this. We can either offer you a partial refund of $22.00 USD (price of a single Kylighter), or we can send one final replacement of the I Want It All Palette. Please note if you choose a replacement, we won’t be able to send any further replacements or refunds if this replacement package is lost in transit, does not arrive, or arrives damaged as this package is a one time courtesy."K6444655: customer opted for replacement (see attachment) - tracking LX[redacted]USK6439220, K6434356: customer opted for $22 partial refund (see email correspondence and proof of refund attached)As this is the case, we have fulfilled all actions required on our side for this issue, per the conditions and options that we had presented for the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11556404, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

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

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

Complaint: 11549657
I am rejecting this response because: Kylie Cosmetics would not help me out when I reached out with them in the first place about this problem. It should not have come down to me having to dispute a charge with my credit card company because they would not help me and me having to write a complaint to the Revdex.com for them to finally want to resolve the issue. Also, I have no problem paying for the lipkits, but according to customer service they have no changed the formula at all (although the brushes aren't even the same & one is clearly more liquidy than the other formula in the pictures that I had attached) so if that is the case, then I do not want another lipkit if it is going to be just as dry as the one I already own even with all of the tips and tricks that I had already tried before the offered them.
Regards,
[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.

Hello, We are going to send the customer a replacement for the exact items she order, we just want to see if she maybe wants to send it to another address.

Complaint: 11614140
I am rejecting this response because: this is ridiculous. Stand behind your product. They are damaged! Refund my money or I will pursue it legally 
Regards,
D[redacted]

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]