Anix, LLC

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11700087, and find that this resolution is not satisfactory to me, but this is no longer worth the fight. I'm still allergic to numerous ingredients, and had the full ingredients list been posted on the website I would never have purchased the product. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11879324, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Unfortunately we are the online retailer for Kylie Cosmetics , and only deal with issues for orders made through KylieCosmetics.com. As this order  was not made through Kyliecosmetics.com we would not be able assist with this issue.--

It's unacceptable! The excuse is very lame! I do read your FAQ's, my point is the company already know that they have such big following (customers) and yet they don't know how to handle it?? They should be prepared for it and know that they can handle the volume of orders! If the company can't handle the volume of orders then DON'T do such promotions. But instead after their big launch they have decided to do CINCO DE MAYO! It's already so backed up of orders! AGAIN, they should have enough people to handle the order processing. Limited stocks?? Then why is it taking so long to even processed an order?? My payment (money) was cleared from the bank DAYS only after placing my order! C'mon don't you think it's unfair for a customer?? I will be waiting for both my orders K5922937 & K5908715 Kindly step-up your game so you wont be losing loyal customers!

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]

Hello,We are upholding our policy and therefore we are not able to provide a replacement package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.  "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 fee’s, customs or back end charges once the package has exited the United States." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

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.

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking. Unfortunately we do not issue refunds for the price of shipping.

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."

It appears that the initial order has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all domestic orders will be 3-6 business days and all international orders going to be 10-15 business days and orders are still 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. "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 tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement for the order in question. The replacement package was issued December 22nd and was shipped on December 28th.  The customer had contacted our customer service team expressing their dissatisfaction with the shipping time frame of the order in question. We had reassured the customer that despite there not being any tracking updates provided on the side of USPS for the replacement package, that the order was still in transit and would take the shipping time frame provided above in order to be delivered. As the shipping of the order was not updating within their desired time frame, as we normally instruct customers to wait for up to 24-48 hours for their tracking to update, even though the delivery time frame varies within the time frames provided above, we proceed to cancel the order and issue a full refund in accordance with our Terms of Service Section 11 - Errors, Inaccuracies, and Omissions. This information in regards to the right to issue a cancellation and refund for the order in question can be found with our terms of use using the link provided below. https://www.kyliecosmetics.com/pages/terms-of-use Terms Of Use Section 11"Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." The refund for the order will take 7-12 business days to process. If the customer is experiencing any trouble in receiving their refund, we advise that they contact their bank and they will be able to check to ensure that the refund is applied properly.

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]

Per policy, we do not reissue orders that are marked as undeliverable. Once the package has been received back at our Kylie Cosemtics HQ, the order in question is cancelled and refunded. When shipping orders, we use the shipping address provided at checkout and the package is then in the hands of...

our shipping partner USPS. We recommend that the customer keep an eye on their tracking status for their order's transit or contact their local post office for further shipping information, as USPS handles all packages in transit.

Hello, Please see attached document for exact verbiage N[redacted] sent to the customer regarding not sending multiple emails on the same chain. Please note that we do make this advisement stating,  “please note that it is not necessary to send multiple emails”, as N[redacted] did, because if the customer continuously emails Kylie Cosmetics from the same email chain it will bring them to the front of the queue with the newest emails. We do answer the oldest emails first. We did not receive the photos the customer is stating that they sent, and in order to resolve this customers issue all we need is the customer to send us the photos requested. The customer has also been advised via email that we do need the photos to proceed with the replacement.

Hello,For the customers email stating that she sharpened Posie K and there was no product in the barrel we are able to issue a replacement. But for the other liners the customer received the product on 3/14/16, but did not email us until 5/30. Unfortunately this is outside our return time frame, and...

unfortunately per our policy we are not able to issue replacements for the products that were received damaged. On 6/3 the customer was advised the below: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. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs

Per our policy for all orders that experience any missing/wrong/broken product, the buyer must reach out to our customer service and notify us of this event within 2 weeks of receipt of the order. The customer had reached out to us past the two week provided time frame our policy had outlined...

on our website. We have attached three files, one is a screenshot that illustrates our replacement policy on our website, that is made public for customers before ordering, and two further screenshots that indicate when the package was delivered and when the customer had emailed our customer service team regarding the order in question. As evidenced by the screenshots of the date the package was received and when the customer inquired about the order in question, we have concrete and irrefutable proof the customer did not email within the 2 week time frame. As a result, we are sticking by our policy in order to be fair and consistent to all of our customers and will not be issuing a replacement for the product in question.

Today 12/19 the customer was advised, "We apologize for the delay! We are working double and triple overtime to get your order shipped! We have checked with our shipping department, and you order will ship in the next 2 business days and you will receive it in time for Christmas (as long as...

there are no delivery delays with the USPS). Thanks for your patience!" 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.

Hello, I contacted USPS and they advised the package arrived in Mexico on 4/12/16. The customer advised via email today 5/23 that their post office cannot locate per package. Per our shipping policy, “We are not responsible for any shipping deliveries that may be affected by customs,...

naturaloccurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States.”  Per our policy we will not be issuing a replacement package or refund.

Hello, Today via email, the customer was advised we will issue a replacement package, we just need them to confirm if they want to use a different address. See exact email verbiage customer was advised below: "Hi M[redacted]Thank you for filing a claim.We are 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?

Complaint: 11728333
I am rejecting this response because:
Regards,
O[redacted]
I received my order today with the WRONG product. They sent me something I didn't pay for with someone else's billing information/receipt. This is unacceptable ! Breech of information was given to me and a business should never mail the WRONG receipt to another client. I contacted Tracie G. who I have been emailing since September 22nd.