Anix, LLC

On 1/20 the customer was advised, "Hello Tiffany, We are so sorry about this issue. We understand you are missing the brush from our Peach Palette. Unfortunately, we are unable to issue any replacements; we have issued a $5 refund that will show in your account in 7-12 business days. We...

apologize for any inconvenience this may have caused."

Hello, The customer was advised via email today 7/6:Please return the Candy and Posie using the return label attached, and ensure to include your full name, email address, and order number.  Once we receive the product back, we will issue a new replacement package to...

you.For the 2 Reign that were in your order we are upholding our policy and we are not able to make an changes to the order. We do apologize for any inconvenience this may cause. For the items that were not filled all the way we do need photos that reflect product not being filled all the way. Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12120793, the last four digits are 8233.. The email is g[redacted]@gmail.com.
Regards,
V[redacted] G

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.

Hello, The customer was advised via email today 5/24:"Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Also the package might be at your local post office or customsoffice and we recommend giving them a call."

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.

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.

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.

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."

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.

The customer sent in multiple email threads to our customer service team relating to the same issue. The customer’s emails were responded to within our response time frame, however duplicate emails were only responded to in one email thread as they related to the same issue. We do recommend customers only send one email to our team relating to their issue to avoid slower response times.  Due to our return policy we cannot provide the customer with a refund for return. The customer agreed to accept these terms when placing their orders. We do not have a phone line as our customer service is entirely email based. Our customer service contact details and response time is listed on our FAQ, along with our return policy.  We consider the customer’s issue to be resolved.

Hello, Please note that our email response time is 24-48 hours and this is listed on our website, see attached. The customer was advised that she can return Koko also and we will issue a replacement. Also the customer was advised that since orders cannot be modified and we don't accept returns we are not able refund or exchange reign, see policy attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11473634, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

It appears that the customer emailed in 5 times in a row from the same email chain. As we answer the oldest emails first her email was pushed the the front of the queue with the new emails. That is whey her email was not responded to. We recommend that customers only email us once, and wait for our...

response. As our policy advises, we aim to respond to emails with in 48 hours, but during the holidays and launches this can be extended, see attached. In addition, our policy states that we do not issue refunds, see policy attached. Therefore, we followed our policy and issue a replacement package to the customer of her missing products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12778807, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Sorry for the confusion. When charges are failed/declined, they will be removed from their account within 7-12 business days depending on their bank (business days do NOT include weekends and holidays). It appears that their attempt to purchase was unsuccessful, any charges that they currently see...

have failed and will be removed from their account. Once their bank has verified the charges have failed, they will remove the charge from their account entirely and the funds will go back into their account, a refund will not be seen.  We recommend the customer please contact their bank for further questions and allow 7-12 business days for their charge to be removed.

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]

Our Merry Lip Kit promo stated that in order to receive a free lip kit you must purchase an item, in order to get the Merry Lip Kit for free. Order K4570785 and  K4570918 only contained the Merry Lip Kit for free, and they were only charged for shipping. As this was the case with...

their order, it was placed with only the free item. We had been seeing customers knowingly do this, even though our promo stated free with the purchase of anitem. As this customer did not purchase any items, and their cart only contained a free item and they were charged for shipping their orders werecanceled.