Anix, LLC

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]

Complaint: 11624440
I am rejecting this response because:That doesn't matter when I had already asked for a refund because my bestfriendhday had already passed. I bought her some limp gloss from MAC. Do I told you I didn't want another one I wasted my refund. If you don't want to give me a refund them I want a red lip gloss one I would wear. I won't wear brown. 
Regards,
Kim Smith

When customers experience an issue regarding the formula and it's wear, we offer assistance to the customer on how the lipstick should be used and how to prevent and streaking, flaking, etc. to ensure that the product is being used and applied correctly for maximum efficiency. We issued the...

following tips below to the customer to use the product to the best of its abilities. "1. Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthy.2. Refrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desired.3. Try applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips together. This should help with any patchiness you are seeing."As we do formulate our products in small batches, the formula for each lipstick may vary. However, each lipstick is quality assured to fit the standard and quality we hope to provide to all of our customers. Each product is also quality checked before being shipped to ensure that the product being shipped does not ship out with any defects. Unfortunately, we do not currently issue refunds, as we have a no refund policy per our refund policy which is made available on our website using the link that is provided below. Refund Policy:http://kyliecosmetics.com/pages/refund-policyTo ensure that future customers do not experience issues with their lipsticks, we take comments such as the ones provided to our customer service team from this customer and forward them to our product development team, where we continually work to develop our formula to ensure customer satisfaction with all products received.

Hello, Today 7/13 via email the customer was provided with their tracking number. The exact email the customer was sent was "Hi Anthony Your order K1718926 has shipped! Tracking: LZ8[redacted]85US Please allow 24-48 hours for your tracking to update."

Hello, We do not offer store credit or any type of compensation for damaged packaging.

Hello, In reviewing the email trail we have responded to the customer within our promised response time of 24-48 hours, and this is listed on our site see attached. The customer was emailed today and advised, "So sorry you did not receive your items. No worries, we can send another package...

as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?" The customer advised they don't have an alternative address. We responded and asked for them to confirm their ship to address to be sure it is correct when we send our your replacement package.

I personally think that the way the business...

conducted themselves throughout this whole process was unacceptable. There is no reason for any customer to wait a month for them to receive a product they bought. I understand delays happen, however it was not my fault that the products you are selling came damaged. I should not have to wait almost 3 weeks to get a replacement. not mention the communication was absolutely terrible and all you could offer me in each response was 'sorry.' Sorry just doesn't cut it when your buying from such an infamous and expensive brand such as Kylie Cosmetics. I hope that you guys take this critique and improve on your level of product and customer service. I know I am not the first to complain nor will I be the last. This company has received terrible reviews from customers due to your lack of customer service and product quality. I expect better from Kylie Cosmetics. Even the Revdex.com gave you an 'F' score originally, not sure what changed their mind because Kylie Cosmetics deserves the 'F' grade due to the unsatisfaction and stress I had to go through with this company. 
Complaint: 11819642
I am rejecting this response because:
Regards,
[redacted]

To ensure the customer knows they have an order with Kylie Cosmetics; immediately after placing an order the customer is shown a screen with their order number, ship to/bill to address, and items ordered. Our response time is 24-48 hours, the customer emailed twice (3/28 and 4/1) in a row to Kylie...

Cosmetics from the same email chain bringing her to the front of the queue. We do answer the oldest emails first so unfortunately the customers email got pushed to the front of the queue with all the new emails. We do try out best to respond within this time frame, we were able to get to the customers’ email on 4/5 to update her email address.Kylie Cosmetics

T[redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise Wendy to contact the site she did place this order with. We know this is not an order placed through our site, our order numbers start with a K and are followed by seven numbers. The provided order...

numbers per T[redacted]’s complaint are order numbers #2929 and #3922, which do not follow our order number protocol. In addition, we have attached a file to this response, showing that we have not received any emails from [email protected], the email address associated with this account. As this is the case, we recommend that T[redacted] contact the company that she has made her orders with as they will be able to best assist you.

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.

Complaint: 11846517
I am rejecting this response because:The complaint should not have been closed, because the issue is still ongoing. I placed an order with Kylie Cosmetics on November 21, 2016. It is now December 5th, and I still have not received my order. Initially, the business got back to me saying that the processing times (especially around the holiday aka Thanksgiving) would be more delayed than usual. There website states 3 - 5 business days for orders to process, they finally "shipped" my order on the 6th business day, after they emailed me stating that my order had to manually be re-entered. This would be resolved, if my order actually ever came. My order was shipped on November 30th, but today on December 5th, it shows that it has not even left their warehouse. Only a shipping label has been created, but the package itself has not even been picked up by USPS. I have contacted USPS and they have confirmed that they do not have the package - so this is now a Kylie Cosmetics problem. They need to resend my order, because it has now been 14 days since my initial purchase and I still have no received the products that I paid for. Order number: K3838487 Replacement order number: RK3838487 Either my current package needs to be re-located and shipped, or they need to send me a new package with a new shipping number; something is clearly wrong with the first one.
Regards,
M[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,Customer was advised of the below information via email 6/10:We are very sorry to hear this. However, we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:"We are not responsible for any shipping deliveries that may be...

affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

Today 9/26 via email the customer was advised: "Hello A[redacted]Thank you for reaching out to us about this inquiry. All final totals are in USD, when the bank puts the funds in your account they account for the exchange rate on the day the refund is processed in your account. Sorry for the...

confusion. We hope this answers your question."

Our free matching gloss with the purchase of Candy K, Koko K, Exposed or Posie K lip kits promotion begins on 11/25 at 9:00am pst and sold out extremely quickly. As this was the case that is why a free gloss was not added to the customers' order.

The customer has been issued a replacement package containing the same products as their original order. Processing is 7-10 business days, business days do NOT include 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.

Complaint: 11952801
I am rejecting this response because: Yes you don't accept returns or exchanges and that was my mistake when ordering for your site, the palette is useless to me, I let it air as you said and it still has that smell, not only the packaging but also the shadows do too. I do not accept your response, you claim the palette to be safe, but you should disclaim the scent on your website at the time of purchase. As review I will not be purchasing for kylie Cosmetics and feel the company deserves a 3 stars from my opinion. Thank you to the Revdex.com because without them I know I will not had gotten a response for Kylie Cosmetics. 
Regards,
L[redacted]

Complaint: 11550596
I am...

rejecting this response because:
Regards,
M[redacted]
I am rejecting the answer because they don't said to me when it will be shipped ; just sent me a mail asking one alternative address(plus what will send the replacement like one-time courtesy..but I paid that!!!) I want be totally sure what my order k1322368 of one metal matte REIGN will be shipped ASAP.thank you so much for the help, Revdex.com. Without you I couldn't solve this problem!

We double checked our system and we were not able to find any inbound emails from [redacted]@schreiner.edu, see screen attached showing no emails were found. Today the customer was emailed and asked to resend the photos and email content so that we can look into  this matter for them.

The customer was emailed today 12/9, and advised that we are requesting photos. As we do require proof of the issue, before we can provide a resolution that aligns with our policy. See exact email verbiage the customer was advised below: "We're very sorry for the mix up! Please send us a clear...

picture of the products that you did receive, (with the kits names showing) the packing slip so the stamped initial is visible, as well as a picture of the shipper box with the tracking number visible. We'll get right back to you!"