Anix, LLC

On 8/8/ the customer was advised, “Unfortunately, our inventory is updated as products are purchased, it is likely that other customers finished paying their orders before you finished yours. We're very sorry for the inconvenience, but don't worry, we'll have more soon. Kylie will announce...

restock launches via her social media. Any pending charges will be removed from your account in 7-12 business days. We are so sorry for any inconvenience this may cause.” The customer will have to reorder any of the products that they were not able to purchase at our next launch. We do not provide compensation or refund shipping costs.

On 12/23 the customer was advised, "We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you. Processing is 3 business days, once your replacement package goes out you'll receive an email with tracking." The customer was provided...

tracking LZ[redacted]USon 12/24. According to USPS.com, "Your item departed a transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on January 4, 2017 at 12:14 am. The item is currently in transit to the destination." The package is its way to the customer. 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: 12543789
I am rejecting this response because: I showed proof that my credit card was charged by www.kyliecosmetics.com. It indicated the name of the company next to the charge. Kylie Cosmetics is claiming, this is wrong.  Me and my 16 year old daughter made this purchase online together to www.kyliecosmetics.com website. I am contacting the company I DID purchase these two lipsticks  from. So Revdex.com you tell me what happens at this point?
Regards,
B[redacted]

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking.

Hello, The customer was advised to return their Kymajesty to us,  once we receive the product back, we will issue a new replacement package to you.

The customer reported that they were missing their lip liner they had initially order for their Candy K lip liner. The customer ordered a Candy K Lip Kit, and was indicated to receive the lipstick that comes in the Candy K Lip Kit. Unfortunately, we do not currently have Candy K Lip Liners available...

for replacement. An individual lip liner is equal to the value of $14 USD. As a result of not being able to issue a replace for the single item indicated missing from the lip kit, we have issued a refund of a $14 USD value in order to compensate for the missing item in question, to ensure that the customer has received proper compensation.

We would never have advised the customer, "to just try the pumpkin, if I didn't like it I could send it back for the Kourt K". As this is not our policy to provide exchange as an option , see attached. In addition, I reviewed the email, chain and we did not advise the customer of this...

information, and I have included the entire email chain for your review. In addition, the customer did not place an order for Kourt K as you can see from the attached document showing the contentsof her order K3476900 was for Leo and Pumpkin. As the customer did not order this product we would not be sending it to her or issuing her a refund.

The customers order K5061128 was placed on 2/2, and was shipped on the 5th business day of processing on 2/9. According to tracking 94[redacted]6 via usps.com, "Your item has been delivered and is available at a PO Box at 10:40 am on February 11, 2017 in LUCERNEMINES, PA...

15754." As the customers order has been delivered the issue is resolved.

Complaint: 11869150
I am rejecting this response because: I am including a snapshot of the emails I sent asking for each order to be cancelled after it went through multiple times. The response I got was " Hello Jamie- We are so sorry for this issue. Unfortunately we can only cancel orders before they ship. If you would have emailed us the day of the charges instead of 11/30 we would have been able to cancel. As these orders have already shipped we are not able to issue a refund. Best, [redacted] GTeam Kylie Cosmetics"As you can see in the emails, I DID in fact ask for them to be canceled prior to 11/30.The ONE order, that I did receive, was complete and I am happy with it. However, the other two Kylie boxes just contained these foam-type pieces. I am also attaching a snapshot of the message I kept getting that cause multiple orders to be processed in the first place. I took snapshots throughout the order because this is not the first time I have had an issue with the site. When the Birthday Kit came out and I was trying to get it for my daughter,  it let me add one to my cart and then when said it was out of stock after I proceeded to checkout! I have spent a countless amount of time trying to find a phone number and sending emails. This is the response I got 9 out of 10 times:"Hello, We have identified that your email may have been stuck in cyber land and apologize if this has caused a delay in our response time to you. If you are still in need of assistance, please reply to this email to ensure the quickest response.We understand how important a timely response is for our customers and we sincerely apologize for any inconvenience and delay. Thank you!" This is my last attempt in trying to resolve this issue before I file a report with the state's general attorney's office. I run a company that I've owned for over 25 years and this is no way to handle situations like these. My daughter loves everything about Kylie Jenner, her lip kits, and is always waiting for new editions and releases from this site. Unfortunately, if this issue is not resolved, I will no longer shop here. I understand glitches and errors happen, but there should be some type of phone number someone can call if issues do arise.   Regards,
Jamie Schmidt

The customer emailed us the following request below on December 4th.  "This is not helpful I’m requesting to CHANGE my shipping address because of your delay."As the package had yet to be shipped, we were able to update this information. To clarify the address, to ensure that the address...

is updated correctly, we have the customer fill out an address form. The customer then replied back with the following address form below on December 4th as well. "First Name - S[redacted] Last Name - G[redacted] Address Line 1 - [redacted] Tyler Court Address Line 2 - Company (optional) - City - [redacted] State/Province - TX Postal Code - 77047 Country - USA" We then proceeded to update the order with the customer provided information before the order shipped and even provided a screenshot of the information that was updated. We have included a screenshot of this exchange for review.  Unfortunately, it appears that USPS had marked the package unable to be delivered and had returned the package back to our HQ. As the package had been returned, our policy for all returned packages are to be refunded and cancelled. We had informed the customer of this on December 26th, using the response below."Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for all returned packages.You should see the refund in 4-10 business days. When placing a new order please verify that your address is entered correctly so it doesn't get sent back again. We apologize for any inconvenience this may cause."Unfortunately, once the order is cancelled and refunded, no further action can be taken with the order in question and we cannot reissue the order. The customer will need to place a new order in order to receive their products.

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include...

weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94[redacted]8[redacted]7Please allow 24-48 hours for tracking to update. We also recommend that the customer 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.

We have researched this issue, and it appears the package has not left the United States. At this point in the process the package should be outside the US and very close to being delivered or should have actually already been delivered. At this point it is safe to say that the package was lost with...

USPS. In accordance with our policy when this occurs we do offer a one time courtesy replacement package. As soon as the customer emails us back to confirm the ship to address we can then issue the replacement package.

As we don't show the customer linked to this order we requested they verify the last four digits of the card used to place your order so that we are able to assist you with your request.

Hello, We have emailed the customer today requesting additional photos and a photo of their packing slip, once we receive the photos requested we can then issue a replacement package of the missing Candy K lip kit. Please see below for exact email verbiage customer was...

advised.  "Hi Sarah,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. Thank you,"

Hello,Transit time for USPS is 3-5 business days, the customers' package shipped on 5/3 and was delivered on 5/9 which is with the delivery time frame.The customer reached out to us on 5/6 with a question on why the package was in California. The customer received a response 3 hours later, the...

customer was directed to call USPS since the question would best be answered by USPS. The customer emailed today 5/9 letting us know that her package had not been received. Advised the customer to allow a few more days, and to check with her neighbor since on the tracking is states the package was supposed to be left with a neighbor.

Hello, We are sending the customer a replacement package of Dead of Knight, and the package will be shipped in the next 2 business days. We do not provide refunds, see attached, we are only able to issue replacement packages.

Our processing time frame for issuing replacement packages is that the order processes for 7-10 business days before it ships. For the 3-5 day processing time frame refers to the initial order the customer makes. On 12/14 we responded and advised the customer that we will issue a replacement package, see exact email verbiage, "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. In review of the replacement order K4016289B, it shipped on 12/16, tracking 94[redacted]6. 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: 12552252
I am rejecting this response because: I didn't ask for a refund. I would have preferred a different product if given the opportunity. They processed a refund without asking if that was the solution I would prefer. This is poor customer service. The action the company took was not beneficial to me jn the slightest. It was their mistake that I received the incorrect order and my producthas been lost. I should be offered a replacement product as kylie cosmetics is completely at fault for this problem.Regards,
K[redacted]

Complaint: 11709352
I am rejecting this response because: issue still has not been resolved. I emailed the company the information they asked for.
Regards,
G[redacted]

I reviewed the email chain and the customer responded with their personal information on 8/12 and we responded on 8/15. As our website states our email response time is 24-48 hours, and can be extended after launches which was the case. I have attached the email chain showing the date and time stamp...

indicating our response time was within what is stated on our FAQ page. I apologize for the issue. Our system was unable to process payment for your order, which resulted in the order being canceled and voided. On 8/18 the customer was advised, "your recreated order, RK2403650 of the birthday bundle , is currently processing and will ship out asap! You will receive an email with tracking once it ships." According to our system the order shipped on 8/19, tracking LZ[redacted]874US indicates the ship date of 8/19.