Anix, LLC

In review of the email chain it appears that we have responded to the customer’s emails within our promised response time of 24-48 hours, see email chain and our policy attached. Also, for their order K2236316, the one where the payment did not process correctly, we did advise the customer the...

pending charges would be dropped. In order to recreate a new order, we had to cancel in our system the order K22361316, that is why the customer received an order cancel email. Today via email the customer was told their new mini matte kit order was processing and would ship soon.

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.

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.

Hello, We do not save any credit card information, each order a customer makes they have to reenter their credit card information. To clarify no credit card information is ever saved on our website. Once information is in the system the only way for an order to go through is if the customer...

hits the confirmed button to verify all the billing and shipping information. Once an order is placed the customer is always directed to a page showing all of their order information such as the product they ordered, their order number, and their billing and shipping addresses. In addition, we can only cancel orders when they are in the processing phase once an order ships we cannot cancel an order. Per our policy we do not accept returns or exchanges, therefore we will not be accepting a return or issuing a return label.

Hello, For the swapping procedure, "Unfortunately, we are unable to remove/add products to your order. We can either cancel the order completely, or swap the extra product(s) for items that are of equal value and are in stock on our website. Please note we can only swap items or cancel...

orders if it hasn't entered the shipment process! Please let us know which items you'd like to swap! The item the customer wanted to swap for was not in stock so we were not able to swap. In addition when the customer emailed back the order had already entered the shipping process and therefore we could not make the swap. Unfortunately per our policy we do not offer returns or exchanges see policy attached.

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.

The customer contacted our customer service department 3/9/18 to advise that they incurred custom fees and that their package was received empty. The customer did not provide photos as advised to do so, as our FAQ states. We advised the customer 3/9/18 that custom fees are not fees associated with...

Kylie Cosmetics and are based on their country’s import laws. The customer responded 3/9/18 to further advise that they did not receive their items within their package. Our customer service team responded 3/12/18 requesting photos of the box and packing slip which are required by our policy before we can review the issue. We advise in our FAQ that we will review order issues within 14 days of the package’s delivery once photos have been provided.  We are currently awaiting the photos and further response from the customer.

We thank the consumer for advising us of this information, and will ensure the appropriate parties are notified. As the consumer stated this is more of a notification than a complaint, there is no issue.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID 12563588, and find that this resolution is satisfactory to me.
It's sad that it took contacting Revdex.com and/or blasting my issue on the business' Twitter. You have lost a loyal customer. But I'm sure you won't be phased by that.
Regards,
H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11567434, and find that this resolution is satisfactory to me.
Regards,
K[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.

The customer placed the Pom pom order inside the time frame to receive the free Merry Lip Kit. But the customer was charged for the free Merry Lip kit. We refunded $21.05.  As the customer would then only have to pay for the $10 pom pom and shipping of $8.95. As shipping was only free if the...

order total was $40 or more, see documentation attached. As the customers order had shipped on 12/17 we cannot then refund their order and have them receive product. Tracking number 94[redacted]5 for the customers order.

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.

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]

Please note that when applying eye-shadow to your hand it will not have the same aesthetic as when you apply it to your eyelids. Applying eyeshadow to your hand regardless of the brand will appear as it does below in your photos. Our shadows do have medium buildable coverage, and we do...

recommend to use an eyeshadow base/primer on your eyelids to allow the pigment to show.

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]

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.

On 12/5 the customer was emailed and advised the below:"Hello Amber, We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you with Maliboo lip liner. Processing is 7-10 business days, once your replacement package goes out you'll receive an email...

with tracking."

Complaint: 12588062
I am rejecting this response because:
Regards,
D[redacted]

Customer's order has been shipped. Tracking via USPS is as follows: 94[redacted]8[redacted]1