Anix, LLC

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11466601, and find that this resolution is satisfactory to me.
Regards,
H[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.

Complaint: 11607518
I am rejecting this response because: I had the item and they took it away from me I want what I paid for from them and did they tell you guys how they were going to restock this item everyday starting August 1 to August 10 and they already broke that promise to the people they now want to restock on August 4th so if all the people don't get one now were never going to get it they can't keep up with supply or demand while Jeffree Star is restocking as soon as something sells out so his customers have so many chances to get what they want but with Kylie Cosmetics all she gets is a little slap on the wrist I'm tired of you letting them get away with it I want the stuff I paid for from Kylie    
Regards,
A[redacted]

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.

Hello, The customer was advised today that we can send a one time courtesy replacement for the order they had not received. If they want to provide a new address or confirm their ship to address so that we can then process a replacement order.

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.

Today 1/24 the customer was advised,"Thank you for emailing us! We really appreciate your feedback as we are always trying to improve. Rest assured, your Royal Peach Palette is 100% safe to use! We have spoken with our Product Development Team and they have informed us that the smell may have...

been caused by the palette being enclosed during transit. We recommend keeping your palette open for 24-48 hours to diminish the smell. This is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays! We hope this helps out!" As this is the case, and this direction followed the issue has been provided a resolution.

Revdex.com:
I have reviewed the response made by the business. Yes, I have received the package, however I am not happy with the way this situation was handled. I placed this order on October 20th and it took almost a month for me to receive the package on November 15th. Additionally, the palette they sent still had markings and scratches on the eyeshadows. I am appalled by this companies products. I don't even want to argue with them anymore because they are the worst and do not see that they have done any wrongdoing. It has been draining having to deal with their failures as a company. They don't even accept returns and I will have to deal with this unsatisfactory product they sent me. I implore you sanction this company so that these issues do not happen in the future. I am sure that this is not the only compliant you have received regarding Kylie Cosmetics. Something needs to be done so this company takes better care of the customers that are keeping them in business. Best regards,
[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.

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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12159646, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

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.

Hello, As this complaint was not meant for kyliecosmetics.com, we recommend the customer redirect their complaint with the Revdex.com toward the correct site so that their issue can be addressed and rectified.

Hello, The last email that the customer sent was on 4/2/16, so we were not aware that the customer did not receive the replacement order. The customer was advised that we would issue a onetime courtesy replacement packages that they did not receive. When replacement packages are shipped we send...

a notification email to the customer with the tracking number and the products being shipped, we sent this notification email to t[redacted]@gmail.com. According to tracking 94[redacted]49 for the replacement it was delivered on 4/11/16, to the address the customer requested:[redacted] Alexandria va 22307.

We advised the customer on 1/9 that we would issue a one time courtesy replacement package and they were given the option to provide an alternative address to avoid this issue. An alternative address was provided, and then on 1/20 the customer was advised we are issuing a replacement package. The...

exact email verbiage that was used, " Hello Tami, 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.

Complaint: 12723864
I am rejecting this response because: It is not a matter of the product having a slightly different shade than what is shown on the website or what is shown on different models. I have a similar skin tone to some of the models, so I had a general expectation of what the product would look like based on the images and the description. In reality, the product is dramatically different than both the images and the description. This is not an issue of not liking how a shade looks on me because I completely understand that is a risk when I buy makeup products without testing them first. My concern is that the product is not close to the colors shown or described. I would have been happy to discuss this directly with the company, but I did not get a response from my response to their email about their policies. 
Regards,
S[redacted]

Our guarantee on our site stated that if the order was placed by a certain date the package would get to the customer before Christmas. This guarantee did not include replacement packages. As our policy and procedure replacement packages can process for 7-10 business days before they ship.  For...

this replacement package it processed for 5 business days before it shipped, and this is within our promised time frame. Unfortunate our policy prohibits us from accepting returns, see policy attached, therefore on 1/3 we advised the customer we will not accept their return and we will not issue a refund.

Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Return Policy:http://kyliecosmetics.com/pages/refund-policyI have also attached a screenshot of this policy for review.Their order has shipped. Tracking: 94[redacted]57Please...

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. We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).