Anix, LLC

Hello,Transit time for USPS is 3-business days, the customers' package shipped on 5/and was delivered on 5/which is with the delivery time frame.The customer reached out to us on 5/with a question on why the package was in CaliforniaThe customer received a response hours later, the customer was directed to call USPS since the question would best be answered by USPSThe customer emailed today 5/letting us know that her package had not been receivedAdvised the customer to allow a few more days, and to check with her neighbor since on the tracking is states the package was supposed to be left with a neighbor

It appears that the initial order has experienced an error on the side of USPSWhile tracking does not show movement, our policy for the transit for all international orders going to be 10-business days and orders could still be delivered within this time frame even if provided tracking does not indicate a moving packageThis information is made public on our FAQ for all customer's review prior to ordering"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank 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 questionWe issued the following response below on December 27th to the customer, to inform them that a replacement package had been issued once we clarified their address information"We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."As this is the case, we have issued a replacement package for the products and the replacement package has shipped as of January 2ndThe tracking information for the replacement package is provided belowReplacement Order Tracking: LX [redacted] USPer the FAQ statement provided above, delivery time for international orders will take 10-business daysWe ask that the customer allow 24-hours for the tracking provided to updateIf 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] one of our representatives will be able to offer further assistance based of the issue experienced

Complaint: I am rejecting this response because: Kyliecosmetics is refusing to raise an enquiry to USPSI do not accept the response because the parcel is not delayed it's missingI have purchased this item and Kyliecosmetics have a duty of care to provide me the product or issue a refundI can see online they have sent replacements to other customers so I do not understand why they cannot send one to me when it's clear from the tracking that it's not arrived I have also read that because the product is sent in a box showing what it is it's common for parcels to not arrive Regards, C [redacted] ***

It appears that the customers' order confirmation did not show that her free stocking was included in her orderTherefore, we manually added the stocking to her orderAs this is the case the stocking would not appear on her confirmation email But as we previously mentioned the customer would still be receiving the stocking in their orderIn addition, the customer was emailed today 12/and advised that when they receive their order Kthe stocking would be in the box with their mini matte kits

Complaint: I am rejecting this response because: Regards, G [redacted] Ok, lets wait and see how it goes.thank you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11859233, and find that this resolution is satisfactory to meI am hopeful that the new package containing the correct lip liner color will be delivered soon, and everything may be resolvedThank you Regards, A [redacted]

Customer contacted us again to notify us that the package had still not been deliveredWe asked her to file a missing package claim with the post office, which she did and we sent her a replacement packageHer replacement order is currently processing and will ship soon, this issue was settled on 3/

When the customer created the order they input the address incorrectlyThe order did shipped with the address incorrect, if this happens it is usually deemed as undeliverable by USPSPer our policy all undeliverable packages that return to our hub are refundedAs this is the case we cannot reship the customers order

Hello, Based on the information in the customers email I am not able to locate an emailI emailed the customer today 7/and advised, "Could you send us a quick pic of what you are speaking of with your liners so we can take a look? Please provide your order number."

Complaint: I am rejecting this response because: I understand that processing times can very during limited edition launches, but there were none at the time of my orderThe KKW collection launched nearly two weeks before myborder was placed, and my order did not contain any limited edition itemsAdditionally, even when ordering from limited edition collections, my order was shipped and delivered promptlyOn top of all of this, I was charged three days after my order was placed; how is it that you can process my payment and take my money but not have any update on when my items will be shipped? I've been a loyal Kylie customer since the line launched, but after this experience I might not be buying againI'm out $and have no clue when I might see my makeup Regards, K [redacted]

Hello,On 7/via email the customer was advised, "Your package has been received back at the Kylie Cosmetics HQ! You have been refunded, as is our policy for all returned packages.You should see the refund in 7-business days When placing a new order please verify that your address is entered correctly so it doesn't get sent back againWe apologize for any inconvenience this may cause." To which also on 7/the customer responded "Thank you!"

Hello, The return label sent pertains to the incorrect order that was received by the customer, and this is used for internal purposes onlyNote that the return label is correct, and will ship correct to Kylie Cosmetics

Complaint: I am rejecting this response because: Regards, V [redacted]

Hello, The customer was told today to, "Please return the product from order KOnce we receive the product back, we will issue a new replacement package to you."

The customer attempted to place an order via our website 02/02/The customer’s order was not able to be authorized using the form of payment providedThe customer made contact with our customer service department 02/02/to advise of an issueOur customer service department responded 02/02/confirming that the customer’s order had failed and provided possible reasons whyWe also advised that any pending charges showing on their account will remove within 7-business daysThe customer placed a successful order 02/03/which is currently processingThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyDuring holidays or limited edition launches, this time may varyThe first processing day for the customer’s successful order will be 02/05/

Hello, We are going to send the customer a replacement for the exact items she order, we just want to see if she maybe wants to send it to another address

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11890457, and find that this resolution is satisfactory to me I do want to make note I reached out to customer service on my own at least times with no assistanceSo as I reach out and in the future please acknowledge the information that I am submitting Regards, Al [redacted]

From the customers’ emails they are having difficulty getting their parcel delivered by their local mail serviceUnfortunately what kept happening was that the mail services’ attempts to deliver to the customer failedIf this occurs we direct the customer to contact their mail service so then they can schedule a time that would work bet for their scheduleAlso if the customer is not able to retrieve their lip kits in a certain time frame the package is returned to the senderSo that is why we advised the customer, “Your package may be returning to Kylie Cosmetics HubAccording the tracking number LZ8***989US, via status on usps.com the package was delivered in the UK on 6/20/

We have researched this issue, and it appears the package has not left the United StatesAt this point in the process the package should be outside the US and very close to being delivered or should have actually already been deliveredAt this point it is safe to say that the package was lost with USPSIn accordance with our policy when this occurs we do offer a one time courtesy replacement packageAs soon as the customer emails us back to confirm the ship to address we can then issue the replacement package

Hello, The customer was advised on 4/that a replacement package would go out in 3-business days and they would receive an email once the package was shipped, and the 5th business day would have been the 29thOn 4/the customer emailed about the tracking number for the replacement, and she was advised it had not shipped yetThe package did end up shipping out later that day on 4/28, which was within the business days as advised, and the customer received an auto generated email on 4/with the tracking numberPlease see attached showing the ship date of the replacement package