Anix, LLC

I apologize for the confusionOur metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely and is not a defect or an indication of missing product

On 2/we gave the customer the option to refund or replace, and they emailed back on 2/advising, "Hi can you please try and replace as soon as possible." Therefore we will be issuing a replacement packageOn 2/we advised the customer, "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking." Once the customer's' order ships they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso 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 11882752, and find that this resolution is satisfactory to me Regards, S [redacted] ***

The customers order Ktook business days to process before it shippedPer our policy during holidays or limited edition launches, processing times can take longer than 3-business daysAs this was the case with this customers orderPer tracking [redacted] [redacted] via usps.com, "Your item was delivered in or at the mailbox at 3:pm on February 13, in MINNEAPOLIS, MN 55434." As the customers order has been delivered the issue is resolved

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11944126, and find that this resolution is satisfactory to me (Fraudulent third party business practices.) Regards, J [redacted]

Complaint: I am rejecting this response because:I have already explained to the company that I own many liquid lipsticks, in fact I own six Kylie Cosmetics liquid lipsticksI understand how they workI understand they are made of a thinner consistencyI do not need this information regurgitated to meI do expect some colour to be on the wand and in the lidHowever, my wand and lid are completely covered in colourNone of my other liquid lipsticks have experienced this problem so severelyThey have ignored the last email I sent to them for nearly a weekThis is the worst customer service I have ever receivedI have never had a company be so dismissive toward me and they have not been helpfulThis is absolutely disgustingI'm truly disappointed because I love Kylie Cosmetics lipsticksThe colours are beautiful and the formula is fairly goodBut this poor customer service is inexcusableI am so upset that such a successful company can be this rude, dismissive, and completely disregard the concerns of a regular customerClearly my complaint has not been taken seriously Regards, B [redacted] ***

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

Complaint: I am rejecting this response because: They still do not get the point! They are insisting I received the correct package and that the color can "look different in different skin tones" so why would I want another one sent to me?! No, I want my money back! This keeps getting more and more absurd Regards, J [redacted]

Hello, I don't show this order was placed under kylie cosmetics as our order numbers start with K, and our customer service email address is [email protected], and this is listed on our FAQ page see attached

Complaint: I am rejecting this response because: The response was not helpfulThe order was made on the official website the first time the lipkits were releasedThe product was bought on December 14th Order numbers obviously didn't begin with K then as mine did notI have already sent my confirmation email as proof so I'm not sure what else you need from meThe order obviously used to be in your records because the first time I emailed asking where my package was you replied with 'Hello J***, Thank you for your inquiryYour package is there and you might need to go down there and pick it up.' when I replied asking where exactly 'down there' was I received no replyThis was when the customer service email address was ***@CCSales.com before it was changed to [email protected], so maybe you need to chave your older filesI have saved copies of every email I've ever sent to yourselves and every email I've ever received from yourselvesI also have a bank statement that shows that money was taken out of my account by 'KING KYLIE LLC' on December 16th There really is no point in trying to make out like my order wasn't from yourselves 'because the order number doesn't start with a k' because I have plenty of proof to say that it isI would like my refund of 28.42GBP please Regards, J [redacted]

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include weekends or holidays)For orders placed on May 5th, the first day the order exceeded 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 processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot) If the order has not yet shipped and the customer prefers to cancel their order completely, we recommend for the customer to contact our Customer Service team ([email protected])We would like to reassure the customer that we are working around the clock to ensure their package is shipped as soon as possibleAs soon as their order ships, the customer will automatically receive tracking via email

The customer had reported that their order had not been received, as the order was experiencing transit delays on the side of USPSAs a result of this issue, we had instructed the customer to file a claim for the order, as the order had yet to be delivered and USPS could start a missing mail searchThe customer had replied to our Customer Service Team on January 16th, reporting the claim number for the claim they had filed with USPSOnce we had obtained the information for the missing mail search, we offered the customer a one-time courtesy replacement for order KWe issued the following response below to the customer on January 16th, offering the replacement order "So sorry you did not receive your itemsNo worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?" As of January 19th, we have not received correspondence from the customer in regards to the response issuesOnce we receive the requested information from the customer, our Customer Service Team will offer further assistance accordingly with issuing their replacement package to ensure they receive their products

The customer had reported that they have received the incorrect order and to verify this issue, we asked for photos of the issue in questionOnce received and reviewed, we then proceeded to issue a refund for product in question, as the product is currently on back order and we not able to issue a replacement for the item in question, as a form of compensationOnce a refund has been issued, the refund will take 7-days for the refund to processOnce a refund is initiated, no further action can be taken with the product in question that is refunded, as we cannot retract a refund once initiatedAs this is the case and we have issued a refund, we cannot issue both a refund and a replacement of the product and/or another product as a form of compensation, as funds are no longer received for the products in question If the customer experiences any issues with receiving the refund in question, we recommend that the customer contact their bank they use for the payment method that was used to place the order, to ensure that the refund was applied correctly

Complaint: I am rejecting this response because: this is the worst response to doubt a buyer money is not a issueI refuse to offend the gift giver by implying she gave me faulty make upThe worst customer service having a huge make up fan base I will never use these cosmetics or encourage saleTruely disappointed Regards, R [redacted] ***

Hello, For their 4/order K437089, on 4/the customer was advised that we had a system error and we needed to manually enter the order, and on 4/the customer was advised their order was still processing for shipmentToday 5/the customer was advised that their order had shipped and was provided the tracking number

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11594111, and will find the resolution satisfactory once items are received As of yet, I have not received tracking or confirmation that the replacement products of the items that were not received have been shipped Regards, J [redacted]

Complaint: I am rejecting this response because: it already posted in my bank and is no longer pendingMeaning they have my money Regards, [redacted] ***

The customer placed the Pom pom order inside the time frame to receive the free Merry Lip KitBut the customer was charged for the free Merry Lip kitWe refunded $ As the customer would then only have to pay for the $pom pom and shipping of $As shipping was only free if the order total was $or more, see documentation attachedAs the customers order had shipped on 12/we cannot then refund their order and have them receive productTracking number [redacted] [redacted] for the customers order

Complaint: I am rejecting this response because you have made exceptions to your shipping policy and replaced international orders in the pastFor example: http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html?m=1Giving one customer the courtesy of a replacement over others is an unacceptable business practiceIf you're going to "uphold your policy", you should not have made an exception for someone else Regards, L [redacted]

Hello, On 4/the customer was advised that we would send a one time courtesy replacement of her entire order, and asked if she would prefer if the package be sent to an alternative address so this did not occur againOn 4/the customer responded, "no I only have one address." On 4/we advised the customer that we will send them a replacement package, and it will ship out in 3-business daysOnce the replacement package is shipped they will receive an email with the tracking information