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

Our products are only available for purchase on our website KylieCosmetics.com. We do not set aside products for customer to purchase in any other manor. If the product is out of stock on the website the customer will have to wait to purchase the item until it is restocked.

Complaint: 12156662
I am rejecting this response because:
None of the products I, or many other customers had placed, were part of a limited edition launch. A sale or promotion does not make an item "limited edition". The lip kits sold and ordered have been available for quite some time now. It has been 6 business days now that have passed and it still has not been processed. We want a statement from the company as to why this is taking so long. If they took on more orders than they had product they need to tell us and refund the people who have been debited and are patiently waiting. Many people have emailed numerous times and have tweeted or posted all over the kylie Cosmetics Facebook page with no response. 
Regards,
A[redacted]

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].

Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we answer the oldest emails first that is why their emails were not answered. Today 9/4 the customer was emailed and...

advised that we have issued a replacement package and it will ship out soon.

Complaint: 11588223
I am rejecting this response because: the shade is not the same. I want a refund for a product that was lacking a right description. There's a no return policy because they know the product is terrible.
Regards,
L[redacted]

Hello, For the customers claim,”Kylie Cosmetics will not acknowledge this and refuses to give refunds for the returned product.” The customer has only emailed us once in regards to this issue. The customer sent their email today from their email, [redacted]@comcast.net, and to confirm Kylie...

customer service has not responded to the customers email. Please see attached email that the customer sent. As our policy states we do not provide refunds or exchanges (see attached), however we can advise to exfoliate the lips, and put on a Chap Stick or moisturizing lip primer to correct this issue.

Hello,Yes the customer is correct if there is postage due we will reimburse the additional postage they had to pay. In the customers' email they did not include a photo of the postage. The customer was emailed today and advised hat as long as they send a photo of the postage they had to pay they...

will be reimbursed since it was our error.

Hello,I was able to locate the emails the customer sent it. The customer has emailed from 2 different emails on this same issue. We advised the order was refunded in response to email [redacted]@hotmail.com, and the other email chain [redacted][email protected], we advised that we will handle the issue...

from [redacted]@hotmail.com. On 8/16 the customer was advised their order K1109638 was refunded. We advise to ensure you check your Visa card ending in 3017, see attached showing the refund was processed in our system. The refund was processed on 6/6, and it should be on the customers statement about 7-12 business days after that date.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11853588, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

We have customer service available via email, and this contact information is stated on our FAQ. We are available to answer any customer service question you may have. We will be upholding our policy advising that we do not accept returns or issue refunds.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12801130, and find that this resolution is satisfactory to me even though you aren’t aware of the definition of a sale. I hadn't received my package so therefore the sale was one-sided.
Regards,
M[redacted]

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 attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11868232, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Hello,The customer was advised to send photos of the product and the packing slip see exact email the customer was sent, "We're very sorry for the mix up! Please send us a picture of the products that you did receive, (with the kits names showing) and packing slip so the stamped initial is...

visible. We'll get right back to you!" Per our policy we do need photos to authenticate the customer claim of receiving the incorrect package. Once we receive the photos that reflect hat the customer received the wrong order we can then issue a replacement package of the customers' order of Posie K.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856278, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

All orders placed before 11:59pm pst on 12/17 will arrive in time for Christmas Day! This timeline is based on our 3-5 business day processing and standard USPS delivery. Please note, we are not responsible for any delays in delivery once your package has been received by USPS. You will be sent an...

email with tracking info as soon as your order ships. Please continue to check the tracking status periodically at USPS.com.  As it turns out this package was lost with USPS, and therefore we issued the customer a replacement package. The replacement package shipped on 1/4 tracking 94[redacted]8[redacted]8, and according to USPS.com, "Your item departed our USPS facility in SANTA CLARITA, CA 91383 on January 4, 2017 at 10:58 am. The item is currently in transit to the destination." 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.

Hello, Our products are made fresh to order, and then they are packaged in the customers’ box. As the customer was advised during shipping, packages can get roughed up from being in transit.  The customer was advised of this information via email,  see exact email verbiage, “Sometimes...

packages get a bit roughed up during the shipping process. Your products were not tampered with, they are safe to use.” The customer even advised his wife did not have any issues using the products, see attached. As there is no damage or defects to the product there will be no replacement product issued.

Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we answer the oldest emails first that is why their emails were not answered.  On 9/2, the customer was...

emailed and advised of the below: I apologize for the issue. Our system was unable to process payment for your order, which resulted in the order being canceled and voided. Any pending charges associated with the order will drop from your account in 4-7 business days. Please note, sending multiple emails regarding the same inquiry can delay our response time as our system will mark your emails as spam. Each email is important and we try our best to get to each one as efficiently as possible.