Anix, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11571499, and find that this resolution is satisfactory to meI will accept the response as I have received the package, but I would like to add that not only did Kyle Cosmetics receive my package on June 30, 2016, for which I have the tracking number, but correspondence began on July 10, 2016, for which I have the first email responseThere is no need to continue to make it seem like it was within the time frame when I have all of the documents necessary to prove otherwiseA simple statement admitting that they were busy would have been sufficient, as that is what they stated in the first email that I receivedAs a customer since Kylie Cosmetics first started, I am disappointed in Customer Service's approach in resolving complaintsAfter reading through previous complaints, I realized that the metallic matte that I received from the release, which I have yet to use, is only half full, but because of the trouble I have gone through to resolve this issue, I am choosing not to pursue itI hope that Kylie Cosmetics chooses to focus on quality control from here on out, and resolve complaints in a more respectful manner, as like I stated before, I have all the necessary documents to prove that July was not the beginning of this matter by any meansThank you to the Revdex.com for your assistance in this matter Regards, [redacted]

Complaint: I am rejecting this response because:in good faith they should issue a credit as these lipsticks are of very poor quality I can return the items where they can see they only been tried on barely even used Regards, J [redacted]

I reviewed the email chain and the customer responded with their personal information on 8/and we responded on 8/As our website states our email response time is 24-hours, and can be extended after launches which was the caseI have attached the email chain showing the date and time stamp indicating our response time was within what is stated on our FAQ pageI apologize for the issueOur system was unable to process payment for your order, which resulted in the order being canceled and voidedOn 8/the customer was advised, "your recreated order, RKof the birthday bundle , is currently processing and will ship out asap! You will receive an email with tracking once it ships." According to our system the order shipped on 8/19, tracking LZ [redacted] 874US indicates the ship date of 8/

The customer has been offered a one time courtesy replacement package for their missing packageOnce the customer's order ships, they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Revdex.com:I read the email that was sent to me from someone in the customer service departmentThis is my response to them, "Yes, the last four numbers on the card used was 9136, and the order number was K3989728, tracking number was [redacted] I can send you the tracking stuff that shows that the package was wrongfully sent back if you need that as well Regards, J [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11866183, and find that this resolution is satisfactory to me Regards, L [redacted] ***

The email address associated with the received complaint does not report any inquires with our customer service inboxWe have attached a file that proves that the email address in question comes up with zero inquiry results for our customer service inbox.As this is the case, we are unable to provide sufficient assistance until the customer provides further information regarding their order and issue they have experiencedWe recommend that they email our customer service team at [email protected], explaining the details of the issue they have experienced in order to provide a resolution

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may varyPlease note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a document indicating this information in our policy.As our customers are the top priority, we do our best to communicate any issues regarding order statusPlease note, all orders are typically processed within 3-business days (this does not include weekends or holidays)We have recently experienced an increase in order volume as result of a limited edition launch (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent notifying customers that processing times have been extendedThis applies to any orders that were placed when the Vacation Collection launched on June 15thI have attached a screenshot of this specific mailer for reference

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11470046, and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello, The information provided were tips and tricks to ensure proper wearability for the product

The customer was responded to in a timely mannerI reviewed the responses and they were accurate and followed our policies/procedures, please see attachedThe customer was advised on 12/that there will be a one time courtesy package issued and if they would like to have this package sent to an alternate address to avoid any issue "Hi CarmenSo sorry you did not receive your items.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?"The customer has responded to our request for an alternative address, but as soon as the customer responds we will be issuing the replacement package for order K

Complaint: I am rejecting this response because:All customers were told 5days then after that customer service just completely avoided themI got left a letter from the post office saying to please call and reschedule deliverySome sort of customer service needs to actually be put into place Regards, D [redacted]

On 12/the customer was advised the below: "Hello Alyxis We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you," The order has already shipped, tracking [redacted] Once the customer's' order ships they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved

Our website stated that we would only guarantee domestic orders to be delivered in time for ChristmasAs this customer is not domestic, they don't fall under this guaranteeThe customer was then advised they don't fall under this guarantee, this issue has been resolved

We understand your concern, but want to assure you that our Quality Team has confirmed the Royal Peach Palette is safe for useThe product and it’s packaging have passed all safety testingAdditionally, we have confirmed that the odor is coming from adhesive in the packaging and has had no contact with the productWe are confident that the smell will continue to diminish over timeWe sincerely apologize for any inconvenience or concern this may have All raw materials used to create Kylie Cosmetics, are in compliance with FDA guidelines (CFR) for use in cosmetics in the USFurther more, Kylie Cosmetics Peach Palette has passed RIPT (Repeat insult patch tested) with no instances of irritation.Per our policy we do not currently accept returns, provide refunds, or exchanges, see policy attachedTell us why here

We only issue replacements for damaged product itself we do not issue replacement packagingAs the photos sent do not reflect issues with the product or damage to the productThe customer was also told via email on separate occasions we will not be sending replacements, see email chain attached

Complaint: I am rejecting this response because: I have an issue with the statement times may vary during holidays and launch daysA customer should be kept informed of a delay as big as weeksI am not concerned with the shipping times but with the delay in processing the ordersThere should be a maximum processing time3-weeks with only email to the customer stating that because of high demand, orders have not yet been processed is unacceptableYou should work on hiring temps to fulfill holiday demands as every standalone store doesThis is not good customer serviceA business should always strive to keep customers happy and be flexible enough to handle high demand or no demand Regards, P [redacted]

We can confirm that our Lipstick formula has not changed, therefore there was no announcement via social mediaAll of our products contain a full list of ingredients on the back of each boxOur policy stated on our refund policy page advises that we do not accept returns, exchanges or refunds; all sales are final

Complaint: I am rejecting this response because:I placed an order on August 1st and have yet to receive itThe USPS status says its being held at the post officeI went to the post office and they don't have it.Would like a replacementIf they don't have a replacement because it was a limited edition collection, I'd like a refund Regards, T [redacted] **

As mentioned in our initial Revdex.com response, and in our emails to the customer our policy states that we do not issue refundsAs long as the customer follows our tips and tricks the product will apply flawlesslyThese times are, Always exfoliate your lips first! This will prevent patchiness and keep lips looking healthyRefrain from applying chap-stick or primer before wearing, as this can affect its ability to set up or dry as desiredTry applying the liner all over the entire lip, this will help the color last! Then apply a coat of the lipstick without pressing your lips togetherThis should help with any patchiness you are seeing."