Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11686738, and I will accept solution from kyliecosmetics.com with several conditions: Kyliecosmetics.com have to reply my email and give me proof that their system already void my order and return my $710.95USD back to my credit card because I have to shown their proof to my bank who issued the credit card so I could claim that kyliecosmetics.com really cancel/void the order.Kyliecosmetics.com reply my email after Revdex.com email them so it doesn't make sense kyliecosmetics.com said for several email send them and will go to spam,so please tell kyliecosmetics.com to reply my email.Please help Revdex.com because for me that amount it's really matter.Thank you so much for your help
Regards,
N[redacted]

Hello, Per our policy (see attached) we only issue replacements we do not issue refunds. We are issuing a separate package to the customer that will contain the missing Dolce K lip kit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547353, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11689107, and find that this resolution is unsatisfactory to me. I have received confirmation from Bank of America that the merchant continued to submit the charges and this caused a snowball effect on my account. The business states that they were not responsible....if the merchant continues to submit request we have a problem because it caused errors in my account. The transactions have been reversed several times and keep coming back on the account. I will gather more information and resubmit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11571259, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Hello, The customer originally emailed us on 4/30 and again on 5/3 to the same email chain. 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.  Via email today 7/6 the customer was advised, "We are able to reimburse you for postage please send me a receipt."

Complaint: 11466308
I am rejecting this response because:I recently marked this as...

resolved, but it isn't and I'll explain my story again & include why it isn't resolved. My previous complaint: So, I not-so recently ordered 3 lip kits from Kylie Cosmetics in the shades "Koko K" and "Dolce K" (I ordered 2 Koko K's and 1 Dolce K) on April 28, 2016. I received an order confirmation email of my 2 Koko K's and 1 Dolce K the same day I ordered them and I received my shipping confirmation email 6 days later, on May 4, 2016. So far everything was normal. My package came in May 6, 2016, and I received 3 Dolce K's and 1 True Brown K.... The address on the outside of the box was mine but the paper form on the inside of the box was ordered from Germany! (I live in the United States). Realizing this, I emailed the customer service of Kylie Cosmetics explaining my situation completely. They responded very quickly, in about 20 minutes. Over a period of a week (they took a while to email me the other days), they had asked me to send back 2 of the 3 Dolce K's and the 1 True Brown K. I sent the lip kits back to their company and they delivered on May 13, 2016, (one week after I received them). The employees told me that once they process my returned order, they will send me an email confirmation when my package ships. After 6 days had gone by after the package delivered to them, I sent another email just clarifying if they at least sent my package yet or not, I got no response. I was starting to get anxious at this point because it has been over 2 weeks since I initially got the wrong package and they aren't responding to my emails. 2 days after I sent the previous email, I sent another one asking the same things. It has been about 4 days and they haven't responded to any of the emails I sent. However, I believe on their website, it says that they try to answer all emails within atleast 48 hours. Once I sent this complaint, the customer service sent me an email saying that the package shipped but when it came in the mail, I only received 1 lip kit instead of 2.  I am beyond frustrated with this company. They need to be more organized because they not only sent my the wrong package once, but now twice. I want my Koko K lip kit ASAP. I should've received them 3 weeks ago! This is absolutely unacceptable, I paid a lot of money on a product I haven't received yet.
Regards,
A[redacted]

The customer was advised by our customer service team that the website the customer has purchased from is not our website. We can confirm that the order number that was provided to our customer service team from [email protected] is not an order number from Kylie Cosmetics....

 Unfortunately, we cannot accept any claims pertaining to this order as it was not placed on our website.

The customer has been offered a one time courtesy replacement package for their missing package. 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.

Hello, The customer was emailed today 5/25: 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. Please contact us if your order is not received within the next few days.

Hello, I responded to the customer via email today 5/16 with the below: 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?

Per our policy our processing time for orders is 3-5 business days. Business days do NOT include the weekends and holidays. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. Therefore, on our FAQ page we inform customers...

that orders can take beyond 5 business days to process when their are large launches or promos.

Hello,For the customers’ order K1401790 the customer’s order was placed on 6/16 and the order was shipped on 6/21, our processing time frame is that an order ships in 3-5 business days. This order shipped in 3 business days which is within our processing time that is listed on our website (see...

attached) and this information is listed on order confirmations. There will be not refund of shipping issued to the customer, as there was no delay in our shipping process. Also in our 6/21 email to the customer we advised of our processing time frame for orders, please see email below: “Orders are currently processing! (K1401790) Our processing time for orders is 3-5 days business days, business days do NOT include the weekend. Once shipped, your delivery time within the United States is 3-6 business days and 10-15 business days internationally. Please keep in mind that during the holidays, processing times may vary. Once your order ships you'll receive an email with tracking.”

Hello, As the customer advised they will be out of the country for 2 weeks and unable to retrieve their package from their home if it was delivered, a one time customer service courtesy exception was made to refund the customer, and we did send the customer an email advising that a refund was issued for their order K2984373.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11895641, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

For order K4225193 the customer only contacted us once about missing product. We responded today 12/14 and advised we are issuing a replacement, see exact email verbiage below:"Hello CiaraWe are so sorry for this issue. We'll have a one time courtesy replacement package of Koko and Burgundy Palette...

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,"

Complaint: 11854904
I am rejecting this response because: My order is still showing fulfilled...

on their website with no new box showing to be shipped. I have also had no correspondence from them in regards to the matter except for a generalized email stating my emails were lost in Cyberspace and on the same day another of the very first email they sent me. All I know to do is to dispute the charges unless I receive an email with correspondence from them showing my order is on its way by days end.
Regards,
A[redacted]

Our policy only enables us to issue replacements for damaged product within 2 weeks of receipt of the product. As this is the case we will be upholding our policy and not issuing a replacement package.

For Reign we advised 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 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. To confirm our products are filled to net weight before leaving our facility. For Freedom, I can confirm that all of our products are filled to net weight, and we do not send our products half empty.

On 4/22 via email the customer was advised that we would issue a onetime courtesy replacement package, and we did go back and forth with a few emails get a USPS claim number and to verify the best ship to address. We sent an email to the customer at email address [email protected] to advise the...

customer their replacement order shipped.  The customers’ replacement package was shipped on 5/2, and according to the tracking number 94[redacted]35 was delivered on 5/3.Kylie Cosmetics