Anix, LLC

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.

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.

Complaint: 11477958
I am rejecting this response because: I have yet to hear back from them letting me know that they have sent out my package.  I responded promptly letting them know I did not have an alternate address but I would track the package to make sure I was here to receive it.  I did ask when I should be expecting the item and have yet to hear anything back or receive a shipment confirmation. Also, should I start a new email each time I respond instead of responding in the same thread, to ensure I get a response in a timely manner??  I will accept the answer to close the case when I have received confirmation that I am in fact receiving my item that was paid for.
Regards,
M[redacted]

Hello,Unfortunately it looks like the customers' order was lost in transit . Unfortunately we cannot issue refunds/replacements for missing international orders. This information is available on our Shipping page:"We are not responsible for any shipping deliveries that may be affected by...

customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States."We apologize for any inconvenience this may cause.Shipping Policy:http://kyliecosmetics.com/pages/shipping-policy

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]

We send order confirmation emails to customers within minutes of placing their order. According to our records, we sent an order confirmation to [email protected], on 10/26 the day the customer ordered. If a customer does not receive an order confirmation via email we do recommend they check...

their junk or spam folder, and if it is not there to email customer service for assistance. Today 11/9 the customer has been resent their order confirm email to [email protected].  Also all final totals are in USD, when the bank pulls the funds from your account they account for the exchange rate. Sorry for the confusion. We hope this answers your question. Our FAQ page and our shipping page advises that customs fees are based  on your countries import laws. Please be aware that depending on your country’s regulations, International orders may be subject to additional duty fees. Also we don't cover these customs or duties fees, therefor there won't be a reimbursement.  If you are unsure about a color choice we would recommend to email customer service for a shade recommendation.

As requested by the customer on 5/11, their order has been cancelled and refunded. I have attached a photo of this email request. Please note that it takes 7-12 full business days to show up in their account.

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]

Our response time for 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. On 8/23 the customer was advised that...

their order for the Birthday bundle had shipped, and was provided tracking 94[redacted]04

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.

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.

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

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...

advised to file a missing stolen package claim with USPS. Once we have the USPS claim number from the customer then we can issue a replacement package.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157487, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Based on our experience with USPS, their scans can be delayed or missed. In this case it appears there might have been an error in their scan, and the package appeared to be heading back to our hub. Currently tracking indicates, the customers package is in Customs. Once international packages...

make it to customs, they aren't updated until they're delivered. Your tracking may not indicate this, but your package is moving, please continue to check the tracking status periodically. According to USPS.com tracking (for order K4091072)  LZ19#####15US, Your item departed a transfer airport in HEATHROW, LONDON, UNITED KINGDOM on December 6, 2016 at 4:07 pm. The item is currently in transit to the destination."

We have a correction to the customers statement, as usps.com shows, "Your item was processed through a facility in UNITED KINGDOM on December 30, 2016 at 11:38 pm, and royal mail advises the same data as usp.com. I have included attachments of both websites. Based on the holiday that has recently occurred and our knowledge of the postal system the package can take 5 business days to go through customs. The tracking will still indicate 12/30, but it is moving. 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.

Hello, The customer was emailed today, and we requested her order number, we are pending taking an action until we we receive the order number from the customer.

Complaint: 11605929
I am rejecting this response because: The response was not helpful. The order was made on the official website the first time the lipkits were released. The product was bought on December 14th 2015. Order numbers obviously didn't begin with K then as mine did not. I have already sent my confirmation email as proof so I'm not sure what else you need from me. The order obviously used to be in your records because the first time I emailed asking where my package was you replied with 'Hello J[redacted], Thank you for your inquiry. Your 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 reply. This was when the customer service email address was [redacted]@CCSales.com before it was changed to [email protected], so maybe you need to chave your older files. I have saved copies of every email I've ever sent to yourselves and every email I've ever received from yourselves. I also have a bank statement that shows that money was taken out of my account by 'KING KYLIE LLC' on December 16th 2015. 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 is. I would like my refund of 28.42GBP please.
Regards,
J[redacted]

We have proceeded to issue a one-time courtesy replacement package for the issue experienced.  When customers have a package that is indicated as delivered and it's reported as missing/stolen/lost, we ask the customer to contact their post man or neighbors, as they may have the package in...

question. If they do not receive the package, we then ask that they file a claim with USPS, as they will then be able to launch an investigative claim. Once we receive a claim number, we then proceed to issue a one-time courtesy replacement as a form of compensation.  On 12/15, we issued the following response:"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." On 12/19, the replacement package was indicated as shipped, and the tracking information is provided below.Tracking: 94[redacted]26 If the customer experiences any issues with the delivery of their replacement package, we encourage them to contact their local USPS or to contact our Customer Service Team at [email protected] and one of our representatives will be able to offer further assistance within the policies that we currently abide by.

On 12/6, the customer was emailed that their order K3839602 shipped. The exact email verbiage, "Hi E[redacted]Your order has shipped!  Tracking: 94[redacted]0 Please allow 24-48 hours for your tracking to update. Thank you!"  Please continue to check the tracking status...

periodically.