Anix, LLC

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]

Complaint: 11626294
I am rejecting this response because: my complaint is not that I was sent the same color twice. My complaint is toward they're horrific customer service and them attempting to scam the consumer by putting out another color that is, in fact, identical to one previously released and purchased by the consumer. They sent me the same absurd email last night and I stated then as I'll state now that it is unacceptable. I want my money back plain and simple and they have lost a very good customer. I will make sure I pass the word into others.
Regards,
J[redacted]

Complaint: 11867316
I am rejecting this response because:I still have not received the correct eye shadow and I have not received a confirmation that it has been shipped. I also do not understand "one time courtesy" as this is their error. I will not consider this closed until I receive what I ordered.
Regards,
[redacted]

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.

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]4Please 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. Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policy

Complaint: 12738492
I am rejecting this response because:The main problem isn't about disappointment  or dislike the product, but the problem itself is about the QUALITY of the palette which clear have issues : the lack on pigmentation that can be well displayed on the pics and an extremely oily texture what CAN'T be normal; the fact that i'm contacting now is because I though it was normal, till I see other reviews and conclude that something was wrong because it's a low quality palette that shows no pigmentation when I put on skin. I'm attaching the pics to comprovate my problem.Regards,
M[redacted]

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. As the customer has provided the requested photos, we will issue the missing lip kit, Posie K.  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. Once the customer's' order ships they will receive an email with tracking. 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.

As we had initially mentioned it was an oversight on our part, but as our system is not able to recharge the customer for the order the only option is for them to reorder. On 12/22 we did acknowledge those concerns the customer had as we stated, "Your issue has been escalated. We are so sorry this occurred, and we do understand this was a Christmas gift. I know that if I got the wrong item I would have wanted it shipped overnight also. We are unable to meet your request to ship your product and have you receive it by Christmas. As a one time customer service courtesy we can provide a free return label for you to return the incorrect order and upon receipt we can issue a full refund. Again we are so sorry for any inconvenience this may have caused." Therefore the customer was already advised and aware we were not able to get the order shipped overnight.

Hello,We have found both orders K2410301 and K2407423 you are referring to see screen shot below. For both orders we have updated your email address to [redacted]@hotmail.com and we have resent your order confirmation, and your shipping confirmation. We cannot pinpoint the...

exact reason why duplicate orders were generated, but we can advise that the most common reason is that customers' use multiple devices to place orders at the same time. Unfortunately, both of your orders have been shipped and can no longer be cancelled.Please refuse one of the packages upon delivery. This will return the package to us, once we receive it we will issue a refund.

Per our FAQ page our response time is within 48 hours. We also suggest that customers only send one email. As sending multiple emails on the same email chain will push the customer to the front of the queue with the new emails, and we answer the oldest emails first. As the customers initial emails...

was on 4/5, and their issue was resolved 4/7, this was handled within our policy's response time frame. Today 4/7 the customer was advised that we will issue a replacement package for Salted Caramel. Once the customer's order ships, they will receive an email with tracking. 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.

Their order has shipped.Tracking: 94[redacted]93399493180Please allow 24-48 hours for your 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.

Customer reached out to our customer service team. We have responded and require more information in order to proceed with the claim. Thank you

Complaint: 11838244
I am rejecting this response because:i have responded in a timely manner it's not my fault she didn't cancel it.
Regards,
M[redacted]

Per our Terms of Use that can be found on our website, indicating that we reserve the right to refuse service for any reason at any time. The following information below can be located in our Section 2 - General Conditions of our Terms Of Use, which is made public before customer proceed with making...

a purchase."To the fullest extent permitted by law, we reserve the right to refuse service to anyone for any reason at any time.""You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us."As this is the case, this information is made known before placing orders and have reserved this right to not accept orders placed by the current user.

Hello,Based on your contact information we are are not able to locate an email from you, please provide us with the email address you used. Once we have that email address we can best assist you with this issue.

Complaint: 11969721
I am rejecting this response because:Regardless of your "testing", if a product's odor can affect someone's health or allergies, it is not healthy to use. After leaving the palette open for a week it STILL smells and makes me physically ill. And your policy is ridiculous. Refunds should be given for products that are unsatisfactory, as in this case. The fact that you have such a policy is shady, I have never encountered another company with such a policy. I have NEVER had this experience with another company! There is no reason for a makeup product to smell like that, I don't care if it's "just" the adhesive. You should be refunding or giving a store credit to those of us who have had this issue with the palette. I know I am not the only one, there are tons of people complaining of the same issue, and you don't seem to care about your customers' well-being/satisfaction, which will be the downfall of your business.
Regards,
S[redacted]

Hello, The customer was emailed and advised of the below: "Hello  D[redacted],We are so sorry to hear that you have not received your refund. I am double checking with my accounting department, and as soon as they provide me with an  update I will email you. Again we do apologize...

for this issue."

The customer was advised the package was possibly stuck in Santa Clarita that is why they were advised of this information.  See exact verbiage customer was advised, “It looks like your package is in limbo after departing the facility in Santa Clarita, CA. Sometimes when packages leave this...

particular facility it takes a few extra days for tracking to update, but so far all packages who got stuck here have arrived - just a few days later than expected! Let's give it a few more days and it should get moving. Please keep us updated!” The customer did email us back, and at that point it appeared the package was lost with USPS, so we advised the customer, “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?” Then on 8/5 the customer was advised we are sending out a replacement package, “We are so sorry for this issue. We'll have a onetime 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.”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11545323, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11667434, and find that this resolution is satisfactory to me.
Regards,
L[redacted]