Anix, LLC

On 12/22 the customer was advised, "We apologize for the delay! It appears that there is a bit of a scanning delayed with USPS, your packing is moving although your tracking does not indicate it.All packages that have done this have all updated, usually about a week or two after shipping. We...

apologize for the delay and are working to fix this issue. The reason for this advisement is sometimes USPS has delays or issues and their website does not update. As tracking still had not updated, we can assume the package was lost with USPS, a replacement package was then issued. On 1/11 the customer was advised, "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: 11607816
I am rejecting this response because: If Kylie Cosmetics wants to give that as a response to its customers and the world than I think your going to have a very negative effect.  I live in gloss and I have other matte lip sticks Anastasia mattes don't have this problem. If I cant sit down with my lip stick in my pocket than I don't Even want to wear it. Unfortunately I'm requesting a full refund now sense your response basically states that you falsely advertised your products. If it's normal for them to leak out of the tubes than people need to know that. I really must say your response was anything but professional  Regards,
P[redacted]

Complaint: 12309263
I am rejecting this response because:I did this before send the complain for the costumer service ( I called my post office and they said they could not give any information about the tracking Number offer by Global Post because this type of service is consider less expensive and once the box arrived at the destination Country it will not longer have the tracking system. the kylie cosmetics company sent the package as internacional Letter ( It´s the cheap option) so this way I cant not  track the package until I get at my home. The Brazilian Post office also told me the Iternacional Letter takes longer time to delivery . that´s why I contact the costumer services, because I try to spoke with Global Service also and they can´t give me any   information . They ask me to contact Kylie cosmetics to contact them to try find any information about it.I just wanna know the time I should espect receive, because this service takes longer so it´s not 15 days even if the brazilian post office delate the delivery.the only think that Global post said was the same thing I already Know. The package arrive on 17 and was sent as economy Internacional. When you send a package without having a tracking number after arrive the chances de package not be delivery is huge! I made 2 purchases on the same day. One is already with me a long time. kylie cosmetics offer the interncional prime service. 15 days to receive and I have all the informatiion since the box leave LA until get to my home. I even know what day I gonna get the package.The service that she used this time is not safe, take longer and I can´t follow the steps!I already did one more purchase after that, but that was my last one !!! I never had this issue with a big company like . I´m afraid this could happen again.Thank you for your helpR[redacted]The normal service from usps that is use with every single purchase is  
Regards,
R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11554736, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Customer reached out to our customer service team. Our customer service team is currently waiting on more information from the customer. Thank you

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 the 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.If the order has not yet shipped and the customer prefers to cancel their order completely, we recommend for the customer to contact our Customer Service team ([email protected]). We would like to reassure the customer that we are working around the clock to ensure their package is shipped as soon as possible. As soon as their order ships, the customer will automatically receive tracking via email.

Hello, The customer was advised that we need a photo of what she is speaking about with Kymajesty. We do need a photo to authenticate the customers claim, and also to issue a replacement. Once we receive the photo and it is authentic to the customers' claim of being 3/4 of the way full we will...

issue a replacement at no cost to the customer.

Complaint: 12556717
I am rejecting this response because: I do not agree that the company was truthful in their response. If you look at their facebook page or other external forums for customers to complain, they obviously had a huge issue with their supply chain. How can a tracked package be moving, if the system clearly shows it has not left thier factory. The issue is with them and not USPS. I ordered this item on Nov 23rd, I asked for a refund on December as it still had not moved. I still do not know when this package will be delivered. It is still in California. This was meant to be a Christmas present. How dare they say that as a goodwill gesture they will issue me a replacement. It never left their factory in the first place!! Are they suggesting that they wouldn't have issued a replacement?? Absolutely terrible customer service. If this is considered good business practive in the US, you need to revisit your standards.  I will be disputing this charge with my bank as I do not believe I will ever get this package.Regards,
H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11600075, and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have been in constant communication with the customer via email since this issue arose on 12/16, where the customer initially emailed us advising they were missing products from their orders. As we have asked the customer several times to send photos of the actual product that they received, but...

the customer continues to only send a photo of the packing slip. Currently the customer advised on 1/3, "Yes of course. As soon as I get home I will send you pictures. Thank you for finally responding." Therefore we are waiting on the customer before we can fully resolve this issue. Once the customer gets back to us with the requested photos we can then issue the replacement package of the missing items.

Hello, Customer was advised for order  via email today: "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?"

Please note that the initial start of this issue was 11/16, and it has only been 3 business days. The refund can take up to 12 business days to return to your bank, at this time it has not been 12 business days. As we are not affiliated with your  banking institution we are not able to speed up the process.

The processing time for orders is 3-5 business days. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. Meaning that our processing times can be longer than 5 business days, and this information is listed on our FAQ page. The...

customers order K3822388 shipped 12/1, and the tracking number is 94[redacted]15.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11505816, and find that this resolution is satisfactory to me. However I have not received an email from Kylie Cosmetics yet, perhaps they will send it later- if not, they may replace order K1174306 
Regards,
Casey Noetzel
I have not yet received an email from them, they will probably send it later, but they may send order K1174306 which was 1x Posie K2x Koko K1x Dolce K1x Candy K1x Exposed

Again we want to confirm with 100% certainty that L[redacted] did not place an order through kyliecosmetics.com, therefore she would have to contact the customer service she did place the order with for assistance with this matter. If L[redacted] did place an order through kyliecosmetics.com we would be able to assist her. As all of our orders start with a K and are followed by seven numbers, and the order numbers provided were 52298 and. 52328.Based on the order numbers L[redacted] provided we know that her order was not placed through our site. Our emailaddress is [email protected], and we have no emails from [email protected]. As this is the case we would direct L[redacted] to place a Revdex.comcomplaint with the company she did place this order through, so that they can resolve this issue for her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11883292, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello, It appears the order was not sent out the customer, this was an error on our part. I will will ensure the order it shipped in the next 2 business days. The customer was sent an emailing advising of this information.

Hello,We will ship the replacement package to the customers' address that they provided, and the order is currently processing. See attached we have listed the correct ship to address. As soon as the order ships the customer will receive an email with tracking.

Hello, In reviewing the tracking information on usps.com using the customers’ tracking number 94[redacted]0, it appears that it could have possibly been a scanning error on the part of USPS, see attached.  The reason it could be an error is the next scan shows the package was in...

the City of Industry, CA, and currently it appears the package has been delivered to the customers’ address  today 8/17 in La Mirada, CA.

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 12/16 the customer was advised, "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.