Anix, LLC

When a customer inquires about an issue regarding their product, we require that an order number be provided, in order for us to locate their order information and offer further assistance.On 8/22, we issued the following response below to the customer, asking for the corresponding information to offer further assistance that is in line with our policies."This issue has been escalated and reviewedCould you send us your order number and a quick pic of what you are speaking of so we can take a look?"We have provided a screenshot of this response being issued on the date mentioned earlier with no response from the customer As we have not heard back from the customer regarding the requested information, we are currently unable to offer further assistance until this information has been provided

Hello, Please see attached document for exact verbiage N [redacted] sent to the customer regarding not sending multiple emails on the same chainPlease note that we do make this advisement stating, “please note that it is not necessary to send multiple emails”, as N [redacted] did, because if the customer continuously emails Kylie Cosmetics from the same email chain it will bring them to the front of the queue with the newest emailsWe do answer the oldest emails firstWe did not receive the photos the customer is stating that they sent, and in order to resolve this customers issue all we need is the customer to send us the photos requestedThe customer has also been advised via email that we do need the photos to proceed with the replacement

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429439, and find that this resolution is satisfactory to me Although they need to revise their customer service as well as fix the issue with the falsely labeled factory address Regards, G [redacted] ***

Hello, Unfortunately currently we do show that your orders placed were flagged as fraudulentWe 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: I am rejecting this response because: The company has not emailed me to request me to provide validation of credit card details, so to claim they have done so is false Secondly, the main cause of my complaint was that the company repeatedly failed to respond to emails and would not provide information I requested of them Following my complaint to Revdex.com, they did in fact finally reply to me and referred to the specific order I made and the tracking details, so that is further evidence that their claim that my complaint is not linked to an order is completely and in my opinion further shows the total lack of professionalism of this company Regards, P [redacted] ***

Complaint: I am rejecting this response because: Again, she is referencing an issue with a customer THAT IS NOT MEMy name is Taylor Floyd, NOT CourtneyThe information may in fact be correct but it is about a customer other than myself Regards, T [redacted] ***

Our response time to emails is 24-hours, and as you can see from the email chain the customer was responded to within our promised response timeI have attached the email chain showing our FAQ page showing our response time, and the customers email chainAlso the customer was advised that we are issuing a replacement package of their So Cute Gloss

Complaint: I am rejecting this response because: 1st email stated "If you believe this cancellation was in error, please contact our customer service team at :[email protected] responded right away to say that my 2nd orders when thru (but that got cancelled too)I contacted Kylie Cosmetics because there was an errorAnd my credit card did not see any attempt to charge my card Regards, S [redacted]

Hello, The customer initially emailed us on 5/at 359p advising us of the issue and including photosOur email response time is 24-hour and is listed on our website(see attached)We responded today 5/at 930a advising the customer we will issue her a replacement package of the products that she ordered

Hello, We only replace faulty or damaged product, and since the customers' product does not meet either criteria there will be no replacement issuedThe customer was advised therewas no issue via email, "I apologize for the confusionOur metallic matte lipsticks have a different consistency than our regular matte lipsticks; these lipsticks have more of amousse-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 thatthis is completely and is not a defect or an indication of missing product."

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order"All packages ship via USPSThe processing time for orders is 3-business daysAfter that, delivery time within the United States is 3-days, and 10-business days internationallyPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patience" We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this responseOur records indicate that the order in question, order K6975929, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times were requiredPer the customer's request, we had proceeded to cancel the order in question and issued a refund for $USDThe refund will take up to 7-business days to process, business days will not include weekends or holidaysIf the customer experiences issues in receiving their refund, we recommend that they contact their bank they use for the payment form used to place the order, to ensure that the refund was applied correctly

Hello, On 6/28, the customer was advised via email, "Unfortunately any further action that would need to be taken would be on your behalf, we do not file claims or contact the postal servicesAs advised per our policy we do not replace missing or lost international orders, and we will be upholding this policy."

Hello, On 8/via email the customer was advised we are sending a replacement package of their order K2167735, exact email verbiage, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.” Unfortunately, we cannot modify the shipping processWe sincerely apologize for the inconvenience!

Hello,The orders numbers you provided have been in your possession for over days, order Kfrom 6/21, and order K& K from 6/Unfortunately, per our policy we will only send replacements for damaged/missing product within 14-days of receipt of your packageUnfortunately your request is outside of our replacement time frame and we can no longer issue a replacementThis policy is listed on our faq http://kyliecosmetics.com/pages/faqs Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"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 numberWe do require photos reflecting the issue, and an order numberOnce we have this information then we can provide a resolution."

MrsC [redacted] did not place an order through our site kyliecosmetics.comWe know this is not an order placed through our site, as our order numbers will be six to seven digits long and will consist of a KThe order number C [redacted] has provided does not follow this formatIn addition, per the provided screenshots C [redacted] has provided us, it appears they have received their order confirmation from [email protected], which we are not associated with and all of our contact information is provided from a .com domain.As this is the case, we advise C [redacted] to contact the site she did place this order with, as they will be able to offer further assistance

Complaint: I am rejecting this response because: the USPS does not allow me to file a claim because the shipping was not insured and I never had the option to insure my package as the company only has one shipping optionI attached an image of my attempt to file a claim Regards, C [redacted]

Hello, Per our policy we only issue replacements for damaged product we do not issue refundsIf you are having issues with products we will provide replacements, please see our return policy attachedThe customer was advised via email today 7/7, "Please return the damaged product using the return label attached, and ensure to include your full name, email address, and order number Once we receive the product back, we will issue a new replacement package to you."

Complaint: I am rejecting this response because: I was not concerned about the charge going through on my accountI don't understand how I can be flagged for high risk fraud on a $orderThe problem is that the set was a limited edition that is never coming back so because you all flagged my transaction I won't be receiving itThat is where the issue isThere are not any sets that even have similar colorsHere I am thinking I am going to receive them and I get an email saying my order was canceled after the website already sold outOf course there is no way for me to purchase the product now Regards, C [redacted]

Hello,The customer emailed in and provided a claim number before the package was actually deliveredAccording to tracking [redacted] 83, the package was delivered today 10/11, see attachedAs the package was delivered to the customer there won't be a need to send a replacement

Good afternoon,We apologize for any inconvenience the customer has experiencedPer policy, processing times may vary during holidays and limited edition launches: "Please keep in mind that during holidays or limited edition launches, this time may vary." As this is the case, processing times can extend beyond our processing times of 3-business daysWe aim to be very transparent, and list this information on our website https://www.kyliecosmetics.com/pages/faqsFor the customer's reference, I have also included a screenshot of this informationWe are working very hard to get all of our orders shipped, and as soon as the customer's orders ship you will receive an email with tracking