Anix, LLC

Complaint: 12152027
I am rejecting this response because: nowhere in the FAQ section does it say anything about promos. I wanted my product last week. Please ship my lipsticks!!
Regards,
[redacted]

The customer’s original order was was placed 12/26/17 and shipped 12/29/17. The customer advised our customer service department 1/14/18 that their package was not received. On 1/18/18 Our customer service department offered to send a replacement package which was created 1/19/18 and shipped...

1/22/18. Our processing times for replacement packages are 7-10 business days, and 3-6 business days shipping time for domestic orders. On 2/1/18 the customer advised our customer service department that an item from their replacement package arrived damaged. Our customer service department advised we would ship a replacement for the damaged item 2/2/18. The customer was advised of the processing times for replacement packages. Before the replacement package for the damaged item shipped, the customer filed a dispute via Paypal. For the inconvenience we have refunded the customer $46.50 for the value of the damaged product. The customer should see this refund in their account within 7-12 business days.

Complaint: 12157169
I am rejecting this response because: I emailed them the last 4 digits so...

they could check on it for me and they haven't gotten back to me. I can no longer get into the original email because I have gotten a new phone and had to start a new email. I'd like Kylie Cosmetics to get back to me since I did so and resolve this issue. 
Regards,
R[redacted]

As we mentioned please only send one email to ensure a timely response. According to tracking the order has been delivered. The customer has not stated they have any further issues. But if the customer does have any issues we do recommend to email into customer service so that we can resolve the issue.

Revdex.com:
I have received the shipping information. Also, an email from Kylie cosmetics today (5/16/2017) with information regarding the reason and new time frame for the shipments.
Regards,
[redacted]

Hello, As is our policy to provider replacements for wrong orders, per our policy see attached we do not issue refunds. The customer was advised today that we will be issuing a replacement package.

As the customer has not sent us a the letter from the bank advising that the charge back has been dropped. I have included the email chain to show the letter was not included. As we do not have a letter showing the charge back was dropped we cannot issue a replacement.

Hello, In reviewing the email chain, the correspondence took place from 7/25-7/26 which was a 24 hour period. We did not receive an email from this customer prior to 7/25 from her email address [email protected]. We were well within our response time that is listed on our website,...

see attached. As advised we would ship the product out soon, and per the tracking number 94[redacted]5 the replacement order shipped on 7/26.

Hello, Our response time form emails is 24-48 hours. The customer emailed Kylie Cosmetics twice in a row 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. The customer was advised...

today that we will issue her  a replacement package of Posie K liner.

We have checked our records for order K6751720, and the order in question has shipped. Per our shipping and handling policy which is listed on our website for all customers before they order, we advise customers to please keep in mind that during holidays or limited edition launches, processing and...

shipping times may vary. The tracking information for the order in question is provided below.Tracking: 94[redacted]5As the order has shipped, we have fulfilled the actions required on our side. We advise that the customer allow 24-48 hours for their tracking to update and if they experience any issues in receiving their order that they contact their local USPS for more details or to contact our Customer Service team at [email protected] for further assistance.

Hello, Unfortunately we only provide replacements we don't provide refunds, see our policy attached. We will send a one time courtesy replacement please email back to confirm your ship to address.

Complaint: 12172669
I am rejecting this response because: It's obvious that customer care does not care or understand the issue. My issue was that if they would have responded earlier, they could have canceled both orders. I know my package had arrived I stated that already and I also find no use of it. 
Regards,
J[redacted]

Hello,  We are so sorry for this issue. We'll have a one time courtesy replacement package of order K1436110 sent out to you. Your product will ship in the next 2 business days; once your order ships you will receive an email with tracking. Per our policy we do not...

issue refunds see attached, we only offer replacements. In addition the customer provided a receipt for postage for $3.97, and they have been issued a refund in this amount.

The reason why the customer did not get the order is that it was lost with USPS. Per our procedure we ask the customer to file a claim with USPS, and once we have the claim number we can then issue a replacement package. Via email on 12/1 the customer was advised we are issue a replacement. Please...

see exact email verbiage below:"We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you at the address provided.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Hello, Per our policy we do not accept returns, exchanges or refunds. All sales are final, see attached. Per our policy for international orders where packages are missing product we do not offer replacements, see attached.

Hello, In order to respond to the customers' inquiry, we need to verify the customer made an order through Kylie Cosmetics. Based on my research I was not able to find an email, order number, or customer account based on this persons' email address [redacted]@gmail.com. We are...

pending providing any information on this issue based on waiting for the order number.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899369, and find that this resolution is satisfactory to me.
Regards,
F[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID 11594111, and will find the resolution satisfactory once items are received.  As of yet, I have not received tracking or confirmation that the replacement products of the items that were not received have been shipped.
Regards,
J[redacted]

Complaint: 11543784
I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the past. For example:
http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=1Giving one customer the courtesy of a replacement over others is an unacceptable business practice. If you're going to "uphold your policy", you should not have made an exception for someone else.
Regards,
L[redacted]

Hello, As USPS information is not always correct, the customer was advised of the below via email today 7/14:Oh no, we apologize for the issue! 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, we'll get right back to you!