Anix, LLC

Complaint: 11700087
I am rejecting this response because: Formaldehyde goes under many other names, and many ingredients on the back of the packaging have been listed as causes of cancer. My email also was only responded to after my order had shipped, which was after the 24-48 hour window they said they would respond in. I also have numerous friends who have used these products and have had terrible reactions to them, and it's not a risk anyone should be taking. I have NOT received the package yet, and if the company does not wish to resolve the issue I will be cancelling the charge on my credi card. 
Regards,
J[redacted]

Hello, The 1st business day is the day after the order is placed, so the 21st was the 1st business day. In additional if the customer’s order has not shipped we provide them with the processing time frame information. The reason why we give the processing response email is that it states that...

as soon as their order ships they will receive an email with tracking. In addition the customer emailed us on 7/26 in from different email chains a total of 8 times, and unfortunately that is why they received the information that their order was processing twice. The customers’ order did ship today, and they were provided with the tracking 94[redacted]2 number via email.

The customer had emailed our Customer Service Team regarding their order, indicating that they had not received their order. We asked the customer for their order information so we could ensure that we located the correct order in question, so we may provide the most accurate...

assistance.  When checking the tracking for the package, it appears that the order in question stopped receiving tracking updates. As the package appeared to not have scanning updates, we proceeded to issue a refund due to the inconvenience in accordance with our Terms of Use Section 11.Per our Terms of Use Section 11:"To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." This information can be found using the link that is provided below.https://www.kyliecosmetics.com/pages/terms-of-useUSPS has assured us that a package is still in transit to the provided address. We have, however, still proceeded to issue a refund as they could not provide evidence of its movement.To inform the customer of this action, we issued the following response below to the customer on January 12th. "This issue has been escalated and reviewed. We are sorry for the issue that has been experienced.In accordance with our Terms of Service Section 11, we have gone ahead and issued a full cancellation and refund for this order. This information can be found on https://www.kyliecosmetics.com/pages/terms-of-use. Please note that it takes 7-12 full business days to show up in your account." As this is the case, we have fulfilled all actions required on our side. If the customer experiences any issues with receiving their refund, we recommend that they contact their bank they use for the payment method used, as they will be able to ensure that the refund is applied to the correct account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11853292, and find that this resolution is satisfactory to me.
Regards,
B[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, Today the customer was emailed and we requested a photo reflecting the issue they are describing, and the order number, one we have this information we can provide a resolution. Please note that we do require photos that reflect the issue you are describing.

Hello, The customers' initial email was sent on 5/21, our response time to emails is 24-48 hours and this is listed on our FAQ page, see attached. The customer was advised via email today 5/23 to used the return label to send back the incorrect product they received, and once we receive it then...

we can issue them a replacement package.

Complaint: 11501613
I am rejecting this response because I told them multiple time in my attached emails that I did not have the product due to it leaking and I had to throw it away. That was stated in my very first email with this company and repeated on multiple occasions. I also sent a follow up email after they sent me the return address forms clarifying that I was sending it back and they took over 3 days to respond, AFTER I had already sent it out. They said send back all damaged products. Which is exactly what I did. Again if you look back in ALL emails I have had to suffer through with this company because they cant pick up a phone, I couldnt have said it any other way unless they wanted it in another language! Also in my first and second email, I sent pictures off all the products I still had showing that ALL of them have the same consistency problem, hense why I was having this issue in the first place (also see attached file) How can I send something back that no longer exists because of your FAULTY PRODUCT!! As I stated before, if I do not get all 4 products that I sent back, REPLACED, I WILL be taking legal action against this company. There is absolutely NO reason a customer should have to jump through these hoops to get actual quality customer service and an actual fix to their problem that was the company's fault in the first place. This is not the first complaint with this issue, there are also other Revdex.com reports I found on this page and on other social media sites regarding this company's customer service and their products. I am so disgusted with this company my next step is to request for a full refund for everything sent back and I dont even want the damn products back! 
Regards,
D[redacted]

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]

Complaint: 11730208
I am rejecting this...

response because:
There is no way for me to show the quality of the lipsticks, did you have a suggestion ?Pictures are of the Birthday addition gloss brushes.  I have tried to work out a solution to no avail , I will file a complaint with my credit card company. This is poor customer service.Thank you,D[redacted] 
Regards,
D[redacted]

Complaint: 11877848
I am rejecting this response because: the postage hasn't been...

updated since the 10th.If they don't refund when customers don't receive there products then they need to send me another one.in this country if you sell an item and the buyer doesn't receive it you either refund or replace it otherwise you can be charged.its not like it's a small sum of money, it's $440 Australian dollars.ive uploaded a copy of the postage tracking 
Regards,
K[redacted]

Hello, The customer was advised via email today 7/6 that we will issue a replacement Kymajesty, "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."

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.

Complaint: 11549589
I am rejecting this response because: this is the worst response to doubt a buyer money is not a issue. I refuse to offend the gift giver by implying she gave me faulty make up. The worst customer service having a huge make up fan base I will never use these cosmetics or encourage sale. Truely disappointed. 
Regards,
R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11892790, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11538961, and find that this resolution is satisfactory to me.
Regards,
N[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. The customer was emailed on 12/8, and advised, "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 yourreplacement package goes out you'll receive an email with tracking."

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for use. The product and it’s packaging have passed all safety testing. Additionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no...

contact with the product. We are confident that the smell will continue to diminish over time. We sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (21 CFR) for use in cosmetics in the US. Further more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attachedTell us why here...

Complaint: 11625610
I am rejecting this response because:Kylie Cosmetics responded that I have to just wait until they restock their online store as the do only sell items online. However, this is my issue every time they do a restock I log in the second the online store reopens. Their store allows me to place the product I would like to purchase in my shopping cart then sends me to a waiting area. During this time inventory becomes unavailable and once I reach the part where I put my credit card info in I'm told they are sold out. I understand it's a high demand product and understand on the the products I wanted to purchase was "limited edition" however there is a way to deduct my product and other customers product from inventory and set it aside virtually so that we can complete our order. What they are allowing is equivalent to being in a actual store taking their product off the shelf placing it in a physical shopping cart the customer standing in line to pay only to have someone else come up to you take your item out of your cart and purchasing the item you already were in line to pay for. Their disclaimer that you product may be sold out by the time you check out is unacceptable based on the example I gave above. Yesterday I tried to purchase again I was on the site the every moment it reopened got the item in my cart went to check out was placed in their virtual line for a couple minutes only to be told it's sold out. The store opened at 3pm and 3:02pm I was denied product. It's ridiculous and they need to have much better practices. Now I will be satisfied with two things. Either they allow me to privately purchase the Mini Matte Bundle and KyShadow Pallet that I've tried several times now to purchase and their site allowed me to put in my cart or if as they stated they won't sell privately because they're online only then they send me them complimentary. If much rather pay for the items but at this point they need to make it right period either way. I've in the past spend hundreds of dollars with this company since they got their inventory right with other things they sell they do have a great product but their business practices are very shady, very frustrating and unacceptable to me and thousands more. I have seen complaint after complaint on the Instagram account of people having the same issue. It's is unacceptable.  
Regards,
M[redacted]

This is our standard turn around time for processing replacement packages. If the time frame can be improved the customer will receive an email with tracking sooner. 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.