Anix, LLC

The processing time for orders is 3-5 business days. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. Meaning that our processing times can be longer than 5 business days, and this information is listed on our FAQ page. As...

the email chain attached shows that we did not inform the customer that we go by order date, we only advised of processing times. The customers order K3814355 shipped on 12/1, according to tracking 94[redacted]8.

Hello,I was not able to locate an email from the customer nor was I able to locate an order based on the information the customer provided. In order to assist this customer please advise them to provide me with the email they emailed customer service with. Once I have this information I can provide...

a resolution for this customer.

The fact is. When I first placed my order in June and we had the same issue. As well as when I contacted Kylie Cosmetics by email, shouldn't it have already been updated since I had the same issue with my first order in June. I would like it should be updated. Now like I've said I received a email confirmation after I received my order which I attached screen shots. Nobody never sent me a email on July 11. 
Complaint: 11556213
I am rejecting this response because:
Regards,
[redacted]

Unfortunately as the order is still processing and we cannot predict the ship date of the customers' order, as this is the case we are complying with their request to cancel their order K5825529.

It appears that the order number you provided is not an order number from Kylie Cosmetics. The website they are referring to is not our website as we only have one. We do not authorize our products for resale anywhere. We cannot confirm if these products are authentic or not, as many customers tend to buy our product to sell on their own. However, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbers. As we can see in customer's Revdex.com complaint, her order number only contained five numbers (#32836).I have also attached documents indicating we do not have any email correspondence with Annelise, nor do we have any order under the order number she provided. Therefore we have concrete irrefutable evidence from her showing this order was not placed through kyliecosmetics.com. We recommend she please contact the company she did make the order with as they can best assist them with their inquiry.

For order K2553635  where the customer was asking about removing the extra gloss, the customer was advised that we cannot remove items from their order we can only swap items of equal value, or we can cancel the customer’s order. The customer advised us to swap the additional exposed gloss for...

a candy gloss, and we emailed back and advised we swapped the item. For order K90658, confirming the customer’s order was placed in February, and based on their email their first use of this product was the week prior to 8/1. Per our policy (see attached) we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement.

The customer was informed that  we are unable to partially refund their order. We can either cancel the order completely, or add the freebie items for each lip kit in the order. We can only add in stock Matte Lip Kits on our site.  On 5/11, the customer requested...

their order to be cancelled and refunded. They will receive their refund in 7-12 full business days.

Complaint: 12314005
I am rejecting this response because:I did nothing wrong to this company nor did I abuse their service or product. I still don't understand how I'm a high risk for them. I have about 8 lip kits from them an eyeshadow pallet and makeup brushes. And I would love to continue being a customer but they are refusing service to an innocent customer. I can't believe they treat people with such disrespect 
Regards,
B[redacted]

Revdex.com:
This is correct the business has contacted me and I sent an email to inform...

the Revdex.com of this as well.  The package is supposed to arrive today, and my plan was to let you know if it did and move forward from there.
Regards,
B[redacted]

Complaint: 11875394
I am rejecting this response because:If I sent the wrong color initially, and their response was "that is the correct color", then I'm not going to waste my time once again and send another photo so that they can do nothing about it again because I'm confident nothing will be done about my issue after their first ridiculous response. 
Regards,
S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11443062, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11865293, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

We aim to respond to all E-mails within 48 hours. Please note that this time frame may be extended during and immediately after launches, see policy attached. The customer emailed twice in a row on 11/26 and 11/27. We did respond to her email today 11/28 which puts us in our...

promised response time frame. The customer was advised that we will ship her order K3966272 correctly, processing time is 7-10 business days and once the order ships she will receive an email.

Complaint: 11818567
I am rejecting this response because: as I have said numerous times I completely agree to pay customs fees. What I do not accept to pay are fees that have arisen because the business put false and incomplete information on the package which goes against USPS and international mailing regulations. Please take the time to actually read my complaint as I have the impression that you are not comprehending the issue at hand.
Regards,
T[redacted]

Hello, Under the customers' information I am not able to locate an order or a customer service email. Please let us know the email address you used to contact Kylie Customer Service so we can review the history, and please provide your order number. Once we have this information we can look...

into this for you and provide you with a resolution.

Hello,On 9/1 we sent a customer an email stating the below:"Hi Patricia,This issue has been escalated to me I am the customer service lead. I am so sorry it appears there was a bit of confusion in the email responses, and I do apologize for this occurring. I also wanted to apologize for the wand...

issue with your lipstick, and then your replacement order getting lost or stolen. So what I am going to do to resolve the issue is in tomorrows mail send you a whole new Leo Lip Kit, and I am going to add a signature confirmation to the order. As soon as the order ships you will receive an email with tracking. Because customer satisfaction is so important to us, please let us know when you receive the package, and let us know how the wand works for you."

Complaint: 12738492
I am rejecting this response because:Even if I agreed with therms and conditions the fact is that the product received have low quality and isn't normal that it fades after 3 -4 hours of use on skin and it's also a bit oily. I beggin to think if this is the standard quality for kylie cosmetics; I can't understand if I got a bad batch of product because isn't normal or what ? The fact is that I have older highlighter palettes which don't present the same problem and I would like to hear one satisfactory statement explaining to me WHY my palette is showing such issues and why the pigmentation on skin and so poor and this looks like colourpop super shock cheeks.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11545608, and find that this resolution is satisfactory to me.
Regards,
D[redacted]

The customer's replacement package has shipped and been delivered. According to USPS (tracking number: 94[redacted]83479816289): Your item was delivered in or at the mailbox at 3:42 pm on June 17, 2017 in TAMPA, FL 33612.Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. If the customer has still not received their replacement package, we recommend they check with their neighbors and/or USPS for more information in the meantime. USPS can be contacted here: https://www.usps.com/help/contact-us.htmIf they do not receive their replacement package within the next few business days, we recommend they contact our customer service team so we may further assist them in locating their package.

The customer has been issued a replacement package as order RK6259113 for their damaged Vacation Palette. Processing on replacement packages is 7-10 business days (excluding weekends and holidays). 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.