Anix, LLC

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.

The customer emailed Kylie Cosmetics from the same email chain twice in a row ( on 8/1 and 8/2)  bringing her to the front of the queue with the newestemails. We do answer the oldest emails first that is why her email was not answered. Today 8/4 we responded to the customers 8/2 email, and this response time is within 48 hours. The customer was advised today that we are issuing her Like gloss,k and processing is 7-10 business days, once the replacement package goes out you'll receive an email with tracking.

Our response time for emails is  within 48 hours, and can be extended during and after launches.  The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her...

email was not answered. It appears the customers package got lost with USPS.  Today via email the customer was advised, "Hi Tusta 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? We strongly recommend the customer respond once to our email so that we can ensure a timely response.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11560570, and find that this resolution is satisfactory to me.
Regards,
C[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."

Complaint: 11614140
I am rejecting this response because: the items are damaged and clearly have chemicals that should not be on skin. The company is known for sending out damaged items and they have copied the same exact ingredients from another distributet who charges $6 compared to their $29. My money needs to be refunded since they sent me damaged dis functional products. 
Regards,
D[redacted]

Complaint: 11471268
I am...

rejecting this response because:I've recently complained about my orders that I ordered last 3rd of May. I've asked for a replacement orders and the company agreed to do so for one-time courtesy. I haven't received any updates about my replacements packages/ reply email from the company ever since they asked me to verify my address! I've sent them couple of emails... But got no reply for days now! Their company policy says that we can receive an email within 48 hours of sending an email. If u won't get any updates about my products/packages within a week. I will ask for my deserving refund with or without receiving the promised replacement packages! Such a horrible service! Give me an update about my replacement packages or I'll ask for a refund in full!
Regards,
E[redacted]

Hello, Our response time form emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not answered. The customer was emailed...

today and advised that:"We are so sorry for the delay! Your product will ship in the next 2 business days; once your order ships you will receive an email with tracking."

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: 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

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]

Complaint: 11948502
I am rejecting this response because: The business never contacted me and never offered a replacement for the lost item. Every time             I would email them I was getting an  automatic reply  that someone will get back to me within 48 hours. I have all emails saved, should there be a need I will provide all of them. Their statement is a complete lie. I am though willing to accept the resolution they offering if they are willing to sent me the items I have ordered earlier to an address below which is different from the previous address.                                                                                        Regards,
R[redacted]

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.

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.

Complaint: 11484982
I am rejecting this response because:
Due to the fact of my awareness of Kylie cosmetics shipping policy, however as they are the senders it is their job to contact the mailing services (USPS) on my behalf to find out the whereabouts of my package and if its not traceable, to get a claim going from there end with USPS (because I can't do it as I am not the sender) to at least get my money back through a claim. Also they managed to replace this ladies lip kit that also lived in the UK, so I don't understand why they can't replace mine.http://www.saltandchic.com/2016/04/why-ill-never-order-from-kylie.html
Regards,
T[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547490, and find that this resolution is satisfactory to me. I would, however, like for the complaint to still be open until the package has been send from Kylie Cosmetics if possible. Kylie Cosmetics contacted me via email and for the record here is my response to them:"Hi,That would be great.I do not think my address in Denmark has anything to do with the package going missing in California, so I would like for the replacement to be shipped to the same address, please. Will I recieve a shipping confirmation email with the new tracking number?I would like to be able to follow the package.  Best regardsM[redacted]
Regards,
M[redacted]

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6980363, was placed on Nov 23. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. Per the customer's request, as the order had not shipped yet, we had proceeded to cancel the customer's order. We have issued the following response below to the customer on 12/11.  "Your order has been canceled & refunded! Please note that it takes 7-12 full business days to show up in your account!"If the customer experiences any issues regarding the refund in question, we recommend that they contact the bank they use with the payment method used to place the order, to ensure the refund is applied to the correct account.

Hello,We are sending the customer a replacement of King and Heir mattes, and we advised her of this via email today 7/18.

Hello,Per my research there has not been any email correspondence from this customer to Kylie Cosmetics customer service. In my research the order in question was made on 4/11/16 order K584094 for 3 lip glosses. Unfortunately this is outside our replacement time frame stating, “Per our...

policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. “ For documentation purposes I have also sent this customer an email through kylie cosmetics with this information. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs