Anix, LLC

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.

We have fulfilled all of the actions required on our part to ensure that the customer receives their intended order. We have issued the customer a replacement package for the product  in question that they were missing from their intended order. We issued the following response below to the...

customer on 8/21/2017. "Hello m[redacted],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 your replacement package goes out you'll receive an email with tracking." If the customer encounters further issues with the replacement package, we encourage the customer to contact us and we will offer further assistance accordingly.As a result, we have issued the customer their product in question and no further action is required on our part.

Complaint: 11693102
I am rejecting this response because:
It's been over a month
Regards,
J[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 reviewed the customers’ email chain and all of the correspondence from Kylie Cosmetics was within 24-48 hours, which is our policy that is listed on our website. There have not been any changes made to our formula, and if there are any product updates they are stated our Kylie Cosmetics InstaGram...

account. The responses that customer service provides are composed to answer specific customer questions. The customer was provided with the response,” 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 missingproduct. As your product is not defective, we cannot issue any replacements, we apologize for the inconvenience but your products are safe to use!”  To confirm all of our products are filled to net weight before we ship them out to customers. As the customer emailed back and felt that, was not an adequate response Vanessa O advised that we would send a replacement package out to the customer as a onetime customer service courtesy of Kymajesty.

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]

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. We responded to the customer today requesting more information, "We are so sorry to hear that you did not receive the correct product, do you...

mind sending a clear picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visible. We'll get back to you." Once we receive the requested information we will provide a resolution that aligns with our policies.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12244254, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Hello  On 7/15 the customer was sent an email that we received her returned package, and also that same day the customer was sent an email that her replacement was requested and is currently processing. Also the customer was advised on 7/15 that a replacment can take up to 10 business days...

to process, and we are currently within that time frame. To confirm the replacement items to customer is being issued is mary jo liner ,koko liner,posie liner, exposed liner.

Complaint: 11883451
I am rejecting this response because:Dear Kylie cosmetics, I emailed three times. The first time on 13 December and then the second time on 14 December with the pictures. Then I thought maybe the email was not send properly because of the large files. So on 15 December I send the email with the pictures again but in a smaller file format. I am sorry if that caused any confusing. I was wondering what the weight in grams must be or what the lip kits must contain in ml. So I can check if the weight of my lip kits are correct. Because I don't think that it is normal that my Posie K lipgloss is only full for 2/5. I have weigh the lip kits and my Merry lip kit is lighter than my already used Candy K lip kit. So I don't think that this is normal.. Another point the Posie K lipgloss has much less product then my half full Merry lip kit. So they aren't filled the same way.  I hope to hear from you soon. Kind regards, [redacted] 
Regards,

Our response time for emails is 24-48 and we have responded to this customer within our promised response time frame, see policy and email chain attached. We only communicate via email.  It appears the customers' first 3 attempts to place an order were not able to be authorized, see...

attached. Those charges are considered failed/declined charges. When charges are failed/declined, they will remove from your account within 7-12 business days depending on your bank. Once your bank has verified the charges have failed, they will remove the charge from your account entirely and the funds will go back into your account. Please contact your bank for further questions. As the failed charges were not a result of our system, we will not be refunding any bank fees. In addition, the customer advised, per email attached, that she has been refunded for the bank fees. We did find that the customers' fourth attempt did generate an order K2702615 for Dirty Peach, and I have resent the order confirmation and the shipping confirmation to email address [email protected].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11852544, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Per our policy, see attached, we only issue replacements, we don't issue refunds. Therefore on 11/29 the customer was advised we are issuing a replacement package, and processing time can be up to 10 business days. The replacement order shipped within 8 business days to process before it shipped,...

and this is within our promised time frame of a maximum of 10 business days of an order processing before it ships. The package shipped on 12/6 tracking 94[redacted]37, and is en-route to its destination. We recommend the customer please continue to check the tracking status periodically.

Hello, The customer was advised to file a claim on 9/13, and provided the claim number on 11/3 almost a month later. To receive a USPS claim number takes very short time frame, our customers frequently email us back the next business day with a claim number. Therefore, this delay would make the package outside of our replacement time frame.

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. The customer was emailed on 12/1 and advised that their order K3864720 shipped on 12/1, tracking CJ52#####73US.

We have proceeded to issue a replacement package for the issue experienced. We ask the customer for photos that show the products (with the kits names showing) that they have received in their order, and their packing slip so the stamped initial is visible. Once the customer provided this...

information and we reviewed it, we then proceeded to issue the following response provided below on 12/15 informing them they would receive a replacement package for the missing items in question:"We are so sorry for this issue. We will send a replacement package!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." Once the order ships, the customer will receive a tracking link to track the transit of the replacement order in question. Our shipping time frame for all domestic orders is 3-6 business days. If the customer experiences any further issues with the replacement package for their order, we encourage the customer to contact our Customer Service team at [email protected]. One of our representatives will be able to look into the issue and offer further assistance within the policies that we currently abide by.

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 them to the front of the queue with the newest emails. We do answer the oldest emails first, that is why...

their email had a delayed response. The customer has been provided with a return label to return the incorrect products they received back to us. We require the customer to return the incorrect product to us, as we cannot then allow the customer to keep products they did not pay for. Once we receive the product back, we will issue a one-time courtesy replacement package to them. The customer viewed the email with this information on 3/30. USPS tracking does not currently indicate the package has been returned.

When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your Order. You are responsible for reviewing the latest Terms and Conditions each time you submit your Order." Our site also states, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costs. To the fullest extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result."As there is no damage to the product itself, we are unable to offer a refund or issue a replacement for this product.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. The customer's order has shipped. Tracking: 94[redacted]73 (Please allow 24-48 hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-6 days, and 10-15...

business days internationally. We recommend for the customer to periodically check tracking for delivery updates.

The customer was sent the Big box by itself, and it was under a separate tracking number 9410810200828230484273. According to USPS.com the customer signed for and accepted this package, see attached.