Anix, LLC

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]

Hello, In this case if the customer is still having difficulty after we provide tip and tricks, we would issue a replacement package. Unfortunately the customer has issued a charge back and we cannot issue a replacement, see attached, if the customer drops the charge back we can issue replacement of Posie K lipstick to her.

Complaint: 12748593
I am rejecting this response because:I do not agree with the response from the Kylie team. They are callus and I only purchased one item. Yes I sent a 2nd email stating I also had a reaction from their product. I will never refer any family or friends to this shady establishment. 
Regards,
[redacted]t

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.

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]

Complaint: 11606859
I am rejecting this response because: The product advertised is not true to form. The lipkit on display on the Kylie Cosmetics site is not the color that I recieved. I have attached photos of the lipkit with a white background as well as the picture from the Kylie Cosmetics site. As you can see, the product in the picture on the site has more of an orange/clay hue than the rosey color that I recieved. My issue remains that the colors do not match and I was sold a product with a false representation.
Regards,
C[redacted]

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.

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.

HI Revdex.com, I understand their rules but I have sent a attached pic showing broken eye shadow and I would like a credit or refund !!!  I have not been sent a message from the company with their answer after I have sent the attached pic.  How is this solved?!
Complaint: 11949718
I am rejecting this response because:
Regards,
S[redacted]

Hello,The customers' order did not go through, and the customer was emailed today 7/6, and advised, "Unfortunately, it looks like your order has failed. Any pending charges you see on your account will remove in 7-12 business days."

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.

The customer has inquired about the issue that was encountered and has provided the requested photos demonstrating the issue that was encountered for us to offer further assistance on 7/18/2017. We have proceeded to issue the customer a replacement package on 7/19/2017. The replacement package will...

contain the products that the customer has not received as part of their initial order. We have issued the customer the following response regarding their replacement package we have issued, "Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." If the customer encounters and shipping issues with the replacement package, we suggest that they contact their local USPS office for the best assistance, as they handle all packages in transit. As this is the case, we have fulfilled our part of the business transaction, once the customer receives their issued replacement, they will have their requested settlement fulfilled.

Hello, As advised product is not missing fro the bottle, the thicker formula moving around the vial can make it appear as if this is the case. Reconfirming that we do not provide exchanges or returns and we are upholding our policy.

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.

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.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11846021, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello, The customer stated they don't have an alternative address, pending issuing the replacement package until I have the customer verify her entire ship to address. Once I have the customers' address I can then issue the replacement package.

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 had contacted our Customer Service Team regarding the order in question. Unfortunately, we require further correspondence from the customer, so we may locate the order in question in order systems and offer further assistance.  In order to locate the order in question in our...

systems, we had issued the following response to the customer on December 11th. "We can see if your order was successful or not! Please fill out the below form:Full name the order was placed under: Last four digits of the credit card used: Dollar amount charged: Date of purchase: Email address the order was placed under:" The customer replied on 1/4/2018, but did not provide all of the requested information. Unfortunately, we are not able to locate orders in our systems without all of the information requested in the form above. We ask for this information in order to locate specific orders and look up information for the order so we may provide the most accurate assistance to the customer. To ensure that the customer received our initial response, we followed up asking for the requested information so we may provide further assistance. We have also included a screenshot of this action in our response.Once our Customer Service Team receives the information requested, one of our Customer Service Representatives will be able to attempt to locate their order and offer further assistance.