Anix, LLC

We have re-reviewed the customers information, and we are still unable to clear this customer to order. As we need to ensure the safety of our business and our practices this information on how we came to our conclusion cannot be released. We are keeping our initial advisement and we will be unable to accept/fulfill your orders.

Hello,I only show that the customer sent one email from email address 5/7 at 12:48p PS time, and received a response today at 12:15p asking if they had checked their local post office to see if they had it. There has been no further response from the customer. Today the customer was emailed the...

below, to advise them to have their post office locate their package, and that the ship to address that was listed in their order is imputed by the customer. Hello Danielle,We sent the package to the address that you imputed at check out see below. As M[redacted] advised please check your local post office to see if they can trace the location of your package. D[redacted]Post Office[redacted]BURY ST. EDMUNDS, IP29 5DF, United Kingdom

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11885598, and find that this resolution is satisfactory to me, provided the items do actually ship this week.
Regards,
K[redacted]

Hello,The customer was advised the below via email today 7/13:"We are so sorry for this issue. We'll have a one time courtesy replacement package of Literally gloss sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with...

tracking.I apologize for the confusion. Our metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of a mousse-like, texture as opposed to a liquid consistency like the mattes.Because of the thicker consistency, this product can appear to move within the vial; please note that this is completely normal and is not a defect or an indication of missing product."To clarify since the has a mousse texture and thicker consistency it moves in the tube and makes it look like there is missing product, but this is not the case it is due to the products' consistency. The customer did receive a bottle filled with the correct amount of product.

The customers order was deemed delivered, however, the customer reported that they have not received their products in question. As a result, we had proceeded to issue a one-time courtesy replacement package. This is our form of compensation for all customers that experience an issue when orders are...

deemed delivered and are reported stolen/lost/missing. The customer had requested a full refund for this issue, however, we only issue replacements as a form of compensation, as we do not currently issue refunds. This policy is made available for all customers prior to ordering and can be found on our website for review using the link provided below.Refund Policy:http://kyliecosmetics.com/pages/refund-policyThe replacement package was issued on January 2nd, and we issued the following response below to inform the customer of this course of action."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."The replacement package proceeded to ship on January 3rd. The tracking link for the replacement package is provided below.Tracking: 94[redacted]If the customer continues to experience issues with the replacement package, we encourage the customer to contact our Customer Service Team at [email protected], and one of Customer Service Reps will take a look and offer further assistance within the policies that we currently abide by.

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 me. I am hopeful that the new package containing the correct lip liner color will be delivered soon, and everything may be resolved. Thank you.
Regards,
A[redacted]

Hello, Unfortunately currently we do show that your orders placed were flagged as fraudulent. We do request this information so that we can further research and see why these orders were flagged as fraud, and unfortunately if we don't have the information from the customer future orders will be flagged as fraud also.

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. Today 12/19 the customer was advised, "We're very sorry for the mix up! Please send us a clear picture of the products that you did receive, (with the kits names showing) the packing slip so the stamped initial is visible, as well as a picture of the shipper box with the tracking number visible. We'll get right back to you!" Please note that our email response time can take up to 48 hours, and to ensure our response is within this time frame to only email us once.

Complaint: 11693102
I am rejecting this response because: the problem is it shouldn't take over a month for a refund the 7-12 days is long enough and then an error added and now over a month waiting for my own money back
Regards,
J[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. On 12/23 the customer was advised we were issuing them a replacement package of their  missing items, and the replacement package shipped on 12/29 LZ[redacted]US, and according to USPS.com shows Your item departed a transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on January 4, 2017 at 12:14 am. The item is currently in transit to the destination.  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.

Customers order K4164213 was delivered on 12/7/16. Tracking number: 94[redacted]8

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550596, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello, When customer has an issue with the product in this case wearability we request a photo so we can proceed with the best resolution. The customer had not been advised to send a photo in past emails so today the customer was emailed and advised to send a photo of reflecting the issue she...

described in her email. I am pending providing a resolution until I receive a photo.

The customer has emailed our customer service from 3 different email addresses  [redacted]@gmail.com, [redacted]@gmail.com, and [redacted]@gmail.com. We have constantly been responding to all three email chains. In addition,  we do require that the customer...

provide the order number, so that we can authenticate that the order was made through Kyliecosmetics.com. Until the customer  provides the order number we cannot provide advisement.

Complaint: 12557791
I am rejecting this response because:I have been advised by PayPal not to close the dispute until either I have received a refund or the product has been received neither of which has been received. At this point, I am not able to do as planned and have to spend additional money and time finding Christmas gift. 
Regards,
J[redacted]

The customer was advised to file a missing package claim with USPS and once they received the claim number to email it back to us. The exact email verbiage the customer was advised, "We are so sorry to hear you did not receive your products. Please file a missing 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." Once we receive the claim number back from the customer we can then issue the replacement package.

According to tracking 94[redacted]86 for order K4407724 via usps the package was delivered before 12/25 as promised. USPS.com advised, "Your item was delivered to a parcel locker at 12:43 pm on December 27, 2016 in ADDISON, TX 75001." We held up our promise and delivered...

the order in time for Christmas. Unfortunately the customer did not receive the order therefore, we issued a replacement package order R44407724 tracking 94[redacted]51. According to usps.com "Your item was delivered in or at the mailbox at 9:59 am on December 24, 2016 in ADDISON, TX 75001." Again the replacement package was delivered prior to Christmas. As we upheld our statement on our website and successfully delivered the package before Christmas, this issue has been resolved.

Our response time for emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain (from 8/12-8/18) 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. Per our policy (see...

attached) we do not issue refunds, and we will only be issuing replacements for missing products. On 8/18 the customer was sent an email advising, “We are so sorry for this issue. We'll have a one time courtesy replacement package with Leo lip kit sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.”

Hello, I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order number. We do require photos reflecting the issue, and an order number. Once we have this information then we can provide a resolution.

At this point we can confidently advise the package has been lost with USPS. On 11/9 the customer was advised we will be issuing a one time courtesy replacement package to the customer. As we want to confirm the correct address we are waiting to hear back from the customer for confirmation on this...

information. Once the address is confirmed we can start to process the replacement package.