Anix, LLC

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).   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 possible. As soon as their order ships, the customer will automatically receive tracking via email.

Hello, You are correct, we did have the wrong country, we will ship out a new package of 2 Literally glosses, and it will ship out in the next  2 business days. Once your order ships you will receive an email with tracking.

Complaint: 11985718
I am rejecting this response because:All customers were told 5days then after that customer service just completely avoided them. I got left a letter from the post office saying to please call and reschedule delivery. Some sort of customer service needs to actually be put into place
Regards,
D[redacted]

Hello, As advised the refund can take up to 12 business days, and there is not a way to speed up the process.

Hello, Our email response time is 24-48 hours, in reviewing the customers' email chain we have responded within our promised response time, see our policy attached. In addition, today 8/18 via email the customer was advised that we are issuing her a replacement package of her missing makeup bag...

to her.

Hello, On 6/28, the customer was advised via email, "Unfortunately any further action that would need to be taken would be on your behalf, we do not file claims or contact the postal services. As advised per our policy we do not replace missing or lost international orders, and we will be...

upholding this policy."

When a customer inquires about an issue regarding their product, we require that an order number be provided, in order for us to locate their order information and offer further assistance.On 8/22, we issued the following response below to the customer, asking for the corresponding information to...

offer further assistance that is in line with our policies."This issue has been escalated and reviewed. Could you send us your order number and a quick pic of what you are speaking of so we can take a look?"We have provided a screenshot of this response being issued on the date mentioned earlier with no response from the customer.  As we have not heard back from the customer regarding the requested information, we are currently unable to offer further assistance until this information has been provided.

On 2/2 the customer was emailed and advised, "We are so sorry about this issue. Our FAQ page, https://www.kyliecosmetics.com/pages/faqs, states that all sales are final. Unfortunately, as we are unable to accept returns. Your package will be refused. Please note, as we did not authorize the...

return we are not responsible the package and USPS's chosen method of return. We sincerely apologize for any inconvenience this may cause." As the return was not authorized, in accordance with our policy,  we cannot provide a refund or issue a replacement, we can only refuse the package upon receipt as we did.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11689821, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12155574, and find that this resolution is satisfactory to me.
Regards,

Revdex.com:I read the email that was sent to me from someone in the customer...

service department. This is my response to them, "Yes, the last four numbers on the card used was 9136, and the order number was K3989728, tracking number was 94[redacted]66. I can send you the tracking stuff that shows that the package was wrongfully sent back if you need that as well.
Regards,
J[redacted]

Hello,  Today 5/16 customer was advised: "No worries, we can send another package as a one-time courtesy. Do you have an alternative address )if not can you verify your entire ship to address),  so that there isn't another issue?"

The customer did not place an order through kyliecosmetics.com, we would direct them to contact the customer service that they have been conversing with. We do not show that our system contains an orders placed via [email protected]. Nor do we show that this customer this customer has...

emailed into our customer service email address [email protected], please see attached. In addition our lipkit price is $29.00 not $29.95, see our documentation attached.

Hello,Only after I responded the to customers' Revdex.com claim did she then go and send another email with photos from Kylie Cosmetics. The photo was "reposted" from another persons's Instagram account. The customer was also advised that shades will appear different based on the lighting, saturation, and complexion. The customer was also advised that she did receive the correct shade. In addition per our policy we do not offer returns or exchanges, see attached, and  we will be upholding our policy

Complaint: 11514633
I am rejecting this response because: It has not be solved at all. I ordered from Kylie Cosmetics on June 10th. I received the order the following week to find I had the wrong order. It took the company a very long time to get back to me about next steps to solve the issue. Thanks to the Revdex.com they responded that I needed to send the products back first, which I did. I still have not received any information from them with new shipping information. I spent over $50 on these products and they have my money, yet I have no products. I would like new shipping information this week or my money back.
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11747736, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

It appears that the initial order, order K7019125 has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all international orders going to be 10-15 business days and orders could still be delivered within this time frame even if...

provided tracking does not indicate a moving package. This information is made public on our FAQ for all customer's review prior to ordering. Provided below is the information that we provide to all customers on our FAQ: "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. " As the order was shipped on December 1st and it does not show updated tracking for the order in question, we had proceeded to issue a one-time courtesy replacement for the order in question. On December 22nd, we issued the following response to customer to inform them of their replacement package."We are so sorry for this issue. We will send a replacement package!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." Once shipped and the customer receives the tracking information for their replacement package, we ask that the customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their package, we encourage them to contact their local post office for the shipping address provided or to contact our Customer Service team at [email protected]. and one of our representatives will be able to offer further assistance based of the issue experienced.

Our policy restricts us from accepting returns and providing refunds. As policies are set in place to be followed we will be following this policy and not accepting the return or issuing a refund.

Complaint: 11686795
I am rejecting this response because: I emailed them long before there was any mention that she would restock the product.  They did not reply to my emails within the time frame they say that they respond to customers therefore I want my refund and not a replacement product.  I no longer want this product.
Regards,
[redacted]

Hello K[redacted], We are advising that scanning information via USPS might not be correct, please allow a few more days to see if the package is delivered. As we advised we have dealt with this before with USPS and that is why we state this information.