Anix, LLC

We sincerely apologize for any inconvenience the customer has experienced regarding shippingThe customer's order has shippedTracking: [redacted] (Please allow 24-hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-days, and 10- business days internationallyWe recommend for the customer to periodically check tracking for delivery updates

Complaint: I am rejecting this response because: I use the product the way they are telling me too already, I'm not using it wrong my other lipkits are used the same way and don't show fault I find this response condescending I think it highlights the quality of customer service making the customer feel they are doing something rather than the lipkit spice being a faulty lipstickI want my money back not a step by step of how I already use the lipkit Regards, J [redacted]

For order K where the customer was asking about removing the extra gloss, the customer was advised that we cannot remove items from their order we can only swap items of equal value, or we can cancel the customer’s orderThe customer advised us to swap the additional exposed gloss for a candy gloss, and we emailed back and advised we swapped the itemFor order K90658, confirming the customer’s order was placed in February, and based on their email their first use of this product was the week prior to 8/Per our policy (see attached) we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately the customers' request is outside of our replacement time frame and we can no longer issue a replacement

Customers order was placed 04/02/and shipped 04/04/According to USPS tracking, the order was delivered 04/05/18.The customer reached out 04/05/stating that they had not received their packageWe responded to the customer 04/06/advising them to wait a few more days for their order to be delivered as USPS tracking can be marked as delivered before the order actually arrivesThe customer reached out again 04/09/stating that they had still not received their packageOur customer service team responded 04/10/advising to wait a few more business days and to get back to us if they had not received their packageThe customer reached out to us 04/16/stating that they had still not received their packageWe advised the customer 04/17/to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customerThe customer responded the same day stating that they wanted a refund for their orderOur customer service team responded the same day advising the customer of our no refund policy and issued a replacement 04/17/

After reviewing the information provided regarding her order, we can see that Sydney did not place the order through www.kyliecosmetics.comIt appears her order has been placed through www.kyliecosmeticsxl.comWe are not affiliated with this website and cannot further assist with orders placed through other websitesI have attached images of our website and the website the customer placed their order on for reviewIn addition, all of our orders start with a K and are followed by seven numbersTherefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.comAs Sydney did not place her order through Kyliecosmetics.com she would need to contact the site she did place her order through for a resolution

Hello, I have put a rush on this order and it will ship out within the next business days

Hello, The customer has emailed us a few times prior to today and there is no complaint on the fill line of our productsThe last email we have from the customer is from 4/where we responded on 4/and asked for a photo, the customer did not respondIn order to assist the customer we would need the order number that she is speaking about and photos that reflect the issue described in her email

Hello,It appears the customer's orders have shipped! Order: K5151100Tracking: LZ [redacted] USTracking update: Your item departed a transfer airport in INTERNATIONAL, AUCKLAND, NEW ZEALAND on February 13, at 6:pmThe item is currently in transit to the destination.Order: K5149385Tracking: CJ5#####126USTracking update: Your item arrived at an origin transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on February 12, at 1:pmThe item is currently in transit to the destination.Order: K5144446Tracking: LZ [redacted] USTracking update: Your item departed a transfer airport in INTERNATIONAL, AUCKLAND, NEW ZEALAND on February 13, at 6:pmThe item is currently in transit to the destination.Please allow 24-hours for your tracking to updatePlease note, international delivery time is 10-business days internationallyPlease keep in mind that during the holidays, processing times may varyThis information can be found in our Shipping Policy here (also attached to this message): https://www.kyliecosmetics.com/pages/shipping-policy We recommend the customer to continue to check the tracking status periodically.Thank you!

Complaint: I am rejecting this response because: I can t contact usps so whom can I contact? I payed and they made the contract with usps, it is their problem that my money are taken but I don t recieve help neither from kylie cosmetics or from uspsWhat can I do? THEY ARE THIEVESThey stole my money and I can do nothing now?!? Regards, S [redacted] ***

Hello,The customer emailed in on 7/and we responded on 7/"we located your order and it appears your email address was misspelledNo worries, your email address has been updated! Once your order ships, you will receive an email with tracking to the updated email address." We try to respond to our emails as quickly as possible

I am rejecting this response because: I am not able to follow its journey and because the track and trace code says it has been delivered to my residence I am afraid the parcel ´disappears´, even as my moneyBesides, you seem to blame me for not verifying my address correctly which I think is kind of rude, because I´ve been told it has been rubbed of while its journey to the NetherlandsIt is not my responsibility to make sure address labels stay visible under any (weather) circumstancesI hope we can come to a solutionMaybe you can send me an email when my package has arrived? Regards, E [redacted]

We are unable to honor orders placed outside of the promotion time frame with the offered promotional product As stated in our FAQ, we aim to respond to all E-mails within hoursHowever, this time frame may be extended during and immediately after launchesI have also attached a document indicating this information in our FAQ

Per our FAQ page (see attached) our response time is 24-hours; if a customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails firstIn addition, I did check through the emails we did respond to her emails within 24-hoursOur policy for internationally orders is listed on our shipping page (see attached) and the customer is able to view this information before their order is shipped, and before they ship the customer is also able to ask any clarification questions on our policyThe policy clearly states that we are not responsible nor do we pay for any fees the customer might be charged by their countryWe do have responses that are specifically catered to answer customers’ questions on inquiries such as customs and additional feesDue to the customer asking about fees and customs’ she was provided these responses: “Please be aware that depending on your country’s regulations, International orders may be subject to additional duty fees Unfortunately this has nothing to do with us, and is based on your countries import lawsThis information can be found on our Shipping pageWe're sorry for any inconvenience this may cause;” and “when shipping internationally we are required to list a value on the packageNote the value listed must be for the price of the goods being shippedAny of the fees that you incur when picking up your package are solely regulated by your country, and unrelated to Kylie CosmeticsThis information listed on Kylies shipping page that we are not responsible for any and all fees for international customers.” Via email on 6/the customer was advised, “In the order page under each lip kit we advise, "The Lip Liner sharpens easily in most standard sized sharpeners - just make sure your sharpener is not dull!" We can recommend to go to your nearest department store and consult a cosmetics specialist to advise on a pencil sharpener brand

Complaint: I am rejecting this response because: in the first initial query the agent advised me the had spoken to UPS (Their service carrier) re the delay and that the system would update shortly with scans, this did not happenAgents following on from this practically refused to engage with UPS in relation to the missing scans and advised me to contact my own countries Delivery service which is madness as I cannot provide my country delivery service with any shipping information at all, no scan information or dates the package's would have entered the country in order to be trackedThey refused to engage with UPS even after I had explained I attempted to do it myself but needed the exact shipping details from Kylie Cosmetics, mandatory fields like their state and zip code etcinformation I did not have, nor did Kylie cosmetics provide to me in order for me to move on and deal with UPS Directly Regards, A [redacted]

Our response time to emails per our policy is 24-ours, and in review of the email chain we did respond to the customer within our promised time frameI have attached a copy of our FAQ page and the customers' email chainUnfortunately it does appear the replacement package did take some additional processing time beyond our promised 7-business daysThe replacement package did ship today 9/26, tracking [redacted] [redacted]

Hello,The customer was advised the below via email today 7/13:"We are so sorry for this issueWe'll have a one time courtesy replacement package of Literally gloss sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.I apologize for the confusionOur 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 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' consistencyThe customer did receive a bottle filled with the correct amount of product

It appears the customer is emailing from different email addresses, and we did respond to the customer on 12/advising, "Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arriveYour package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantimePlease contact us if your order is not received within the next few days, we'll get right back to you!" As the package was delivered on 11/according to USPS.com, "Your item was delivered in or at the mailbox at 1:pm on November 28, in GLEN COVE, NY 11542." We advise the customer to allow more time as USPS may have scanned incorrect, and at times customers will receive their package after the USPSdeliver dateIf the customer still has not received their package we would advise for them to file a claim with USPS, as they might be able to locate the customers' package that wayOur response time for emails is within 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 emailsWe do answer the oldest emails first that is why her email was not answered

According to tracking for order K3849223, the customers order shipped today 12/tracking number [redacted] [redacted]

Hello, Today via email, the customer was advised, We are so sorry to hear you did not receive your products.Please file a missing/tampered 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 youWe need a USPS claim number in order to issuea replacement package

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11521424, and find that this resolution is satisfactory to me Regards, J [redacted]