Anix, LLC

Customers order was placed 04/02/18 and shipped 04/04/18. According to USPS tracking, the order was delivered 04/05/18.The customer reached out 04/05/18 stating that they had not received their package. We responded to the customer 04/06/18 advising them to wait a few more days for their order to be...

delivered as USPS tracking can be marked as delivered before the order actually arrives. The customer reached out again 04/09/18 stating that they had still not received their package. Our customer service team responded 04/10/18 advising to wait a few more business days and to get back to us if they had not received their package. The customer reached out to us 04/16/18 stating that they had still not received their package. We advised the customer 04/17/18 to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customer. The customer responded the same day stating that they wanted a refund for their order. Our customer service team responded the same day advising the customer of our no refund policy and issued a replacement 04/17/18.

Complaint: 11563378
I am rejecting this response because: Once again no solution has been offered. I'm being told too bad. As per the email we had established conversation that I wanted the order changed and they replied and had said that was no problem as long as the shade was in stock. They knew something was wrong with the order yet they sent it anyways. I keep asking what the next step is to have this resolved and have yet to receive a reply. Im happy to refuse the order when it arrives if that means I will either get a refund or they can then correct the order and resend it, however again no resolution has been offered thus far. 
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550505, and find that this resolution is satisfactory to me to an extent. For the amount of time that took for them to reply or pay attention to my situation required me opening a case with Revdex.com and complaining on Twitter for others to see. Absolutely ridiculous!!! I should be offered to a refund and a new lip kit sent out as a compensation!! 
Regards,
E[redacted]

Customer emailed us on 3/7 and on 3/9, we have responded this morning 3/10 at 9/30 and notified her that we would be sending replacements out to her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11816174, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you I recieve day product

Per our policy if the customer does receive the wrong order we do ask for photos and then once we receive the photos we advise that we are issuing a replacement. As our process is to issue a replacement as a courtesy. The customer was sent the tracking number on 12/21 94[redacted]0 for the replacement. According to tracking the package was delivered. We have followed our procedure and policy 100% for this customer.

Hello, Today via email, the customer was advised, We are so sorry to hear you did not receive your products.Please file a missing/tampered  package claim with the post office, you can file the claim over the phone or on their website.Once you receive a claim number please give it to...

us and we'll get back to you. We need a USPS claim number in order to issuea replacement package.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11753821, I accept this response even though I take great offense to them stating they would issue a one time replacement package. What if they mess up again I am out my $70? This was me response to them: Re: Order K3122373 People C[redacted] Kesel <c[redacted][email protected]> Today at 9:10 AM To Kylie Cosmetics CS  Message body Once we receive the product back, we will issue a one-time courtesy replacement package to youThis is a concern as what if you mess up again and I never get it? You literally act like you are doing me a favor by shipping my actual order. You will issue a one time courtesy replacement? It is not a replacement I never got my order which was paid for. My order was $70 and the one I am returning is $160. I could have kept it so who is really giving the courtesy here?? If I don't receive my order in a timely manner the Revdex.com will hear from me again as the handling of this was wrong from beginning to end.   
Regards,
C[redacted]

It appears that the order number you provided is not an order number from Kylie Cosmetics, as our order numbers start with a K. Also our lip kits are $29.00 and the customer paid $29.99. We recommend the customer Please contact the company you did make the order with as they can best assist...

you with your inquiry. As we can state with 100% certainty that this was not an order made through KylieCosmetics.com.

Our shadows do have medium buildable coverage, and we do recommend to use an eyeshadow base/primer on your eyelids to allow the pigment to show. We also recommend to use a dense synthetic brush to build coverage.  Per our policy we do not currently accept returns, provide...

refunds, or exchanges, see policy attached.

Their order has shipped. Tracking: 94[redacted]2Please 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.

The customer had reported that they have received the incorrect order and to verify this issue, we asked for photos of the issue in question. Once 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 compensation. Once a refund has been issued, the refund will take 7-12 days for the refund to process. Once 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 initiated. As 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.

The customer has been offered a replacement package for their empty box. 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 are not affiliated with any other website, and according to our admin it is impossible for a person to be redirected to another website to place an order. Furthermore, as we have showed Ameemah order was from https://kyliecosmetics-us.com, which is not our site, and reconfirming that we are not affiliated with this site or any other website. As we have provided information in our initial Revdex.com complaint response showing that Ameemah did not place an order through our site kyliecosmetics.com, and we have shown this as her confirmation email stated [email protected]  and our customer service email address is [email protected]. In addition, per our FAQ page we state that kyliecosmetics.com is the exclusive destination for Kylie Cosmetics. She would need to make a Revdex.com complaint about this site https://kyliecosmetics-us.com or contact their customer service to get this issue resolved. As we can only help customers who placed an order through our site kyliecosmetics.com.

Complaint: 12403432
I am rejecting this response because:I have checked with our local post office and they ar Saying nothing have been received yet.First package went to London instead of London and back to USA to KylieCosmetics.The courtesy package is still in US, never came to me.I paid them 200/- $, On 1/08/2017. And they are not refunding me my money nor sending me my package.Please ask them to send me my package or refund me my moneySee:Item: RK6467075 Item: K6467075 Tracking #s: (USPS)UM093909034US - this is in US since 30/08/17UM093798727US - this is back with you guysI keep sending them emails And they ignore all my mails. They don’t respond me now.
Regards,
I[redacted]

Hello, We are pending taking any action with this request, pending the photos of the packing slip and the kits with the shade names out so we can see the product names. Once I receive the correct photos I can proceed with resolving this issue.

Our response time to emails per our policy is 24-48 ours, and in review of the email chain we did respond to the customer within our promised time frame. I have attached a copy of our FAQ page and the customers' email chain. Unfortunately it does appear the replacement package did take some...

additional processing time beyond our promised 7-10 business days. The replacement package did ship today 9/26, tracking 94[redacted]8[redacted]3.

Complaint: 12258292
I am rejecting this response because: They are the shipper of record not me. They should be doing this not the other way around. I'm not getting paid to do their job.
Regards,
C[redacted]

As a courtesy we can offer a replacement. Please return the product back to us and ensure to include your full name, email address, and order number. Once we receive your package back, we will issue a new replacement package to you.Ship to Address:Kylie Cosmetics[redacted] Rd.Oxnard, CA 93033

Complaint: 11556213
I am rejecting this response because:
The information is incorrect! My information was enter correctly. When I joined the Kylie's VIP on her website, I received a email right away. An the website it stuff had I never placed an order. I'm satisfied with her products. It's just y'all do not inform my with details with my order. An no I did not received a email on July 11. I sent Kylie cosmetics a email on July 8 with no reply till days later after I already received my order. Such a shame.
Regards,
[redacted]