Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11579469, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

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

Please see the screen shot of our 1/11 email where we advised the customer of their one time courtesy replacement attached. In our 1/11 email we advised the customer this exact verbiage, "Hello R[redacted]We are so sorry for this issue. We'll have a one time courtesy replacement package sent out to you.Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking. 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,In the customers' 9/26 email she stated (the following is exact customer verbiage), "It felt very heavy which was unusual when I opened it it contained a box of rocks and a newspaper clipping fro Newport Oregon and no Kylie cosmetics."  I can confirm that we only paid for shipping...

that would accommodate a package with a maximum weight of 7 oz., therefore a package was not shipped with rocks. As the rocks the customer sent would weigh well over 7 oz, and please note our black boxes by themselves weigh 5 oz.  In addition, in our facility we exclusively only ship Kylie Cosmetics. Based on this information it is impossible that the customer received a package from Kylie Cosmetics containing rocks, there will be no replacement package issued.

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.

Hello, Under the customers' name and email address, I could not find an email. I sent the customer an email requesting photos of what shes is referring to and her order numbers. We do require photos reflecting the issue she described,and Kylie Cosmetics order numbers. Once we have this...

information then we can provide a resolution.

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.

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.

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.

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.”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11563345, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

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,  Today 5/31 the customer was advised via email of the below: "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?"

Hello, As we do provide tips to aid the customer in their product application, the customer advised the tips did not work. We will provide a one time courtesy replacement of Exposed lipstick.

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]

The customers order K3806316 was placed on 11/21, and today 12/1, and it has not been 12 days. In addition, we did assist the customer each time after theiremail. The customer did email on 12/22 and we steadily responded to all their queries, please see email chain attached. In addition the customer did sendmultiple emails from the same email chain which will delay our response time. As we answer the oldest emails first.

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.

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: 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]

Hello, Our procedure is that we do not send out replacement thank you cards if the customer has not received one or if it's damaged. We advised the customer that this card being sent them was an exception. Since this is a postcard we sent it through regular mail with a stamp, therefore there was no tracking number.