Anix, LLC

Hi there,I would like to hold my complain for a while since I received shipment confirmation just today finally after I emailed them countless timesI would like to see if the package got to me first before deciding to proceed with the complainThank you!Kind regards,N [redacted]

Complaint: I am rejecting this response because:it is the same scripted email I have been receiving from this companyThis is *Word Rejected*ing absurdI want my money back Regards, A [redacted]

It appears that the initial order has experienced an error on the side of USPSWhile tracking does not show movement, our policy for the transit for all domestic orders will be 3-business days and all international orders going to be 10-business days and orders are still delivered within this time frame even if provided tracking does not indicate a moving packageThis information is made public on our FAQ for all customer's review prior to ordering"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" As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement for the order in questionThe replacement package was issued December 22nd and was shipped on December 28th The customer had contacted our customer service team expressing their dissatisfaction with the shipping time frame of the order in questionWe had reassured the customer that despite there not being any tracking updates provided on the side of USPS for the replacement package, that the order was still in transit and would take the shipping time frame provided above in order to be deliveredAs the shipping of the order was not updating within their desired time frame, as we normally instruct customers to wait for up to 24-hours for their tracking to update, even though the delivery time frame varies within the time frames provided above, we proceed to cancel the order and issue a full refund in accordance with our Terms of Service Section - Errors, Inaccuracies, and OmissionsThis information in regards to the right to issue a cancellation and refund for the order in question can be found with our terms of use using the link provided belowhttps://www.kyliecosmetics.com/pages/terms-of-use Terms Of Use Section 11"Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availabilityTo the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." The refund for the order will take 7-business days to processIf the customer is experiencing any trouble in receiving their refund, we advise that they contact their bank and they will be able to check to ensure that the refund is applied properly

The customer did not place an order through kyliecosmetics.com, we would direct them to contact the customer service that they have been conversing with. We do not show that our system contains an orders placed via [email protected]. Nor do we show that this customer this customer has... emailed into our customer service email address [email protected], please see attached. In addition our lipkit price is $29.00 not $29.95, see our documentation attached.

Complaint: I am rejecting this response because: I waited a full hours for the company to respond and I understand their response time protocol however they also said that ONCE they receive the package they will reach out to me to resolve the issueI no longer have the patience to deal with this companyI waited a Full week after they received their faulty product back and received no communication from themIt isn't until I contacted them, they did anything regarding the complaintIt is unprofessional and unacceptableI want this claim to remain open until they have kept their promiseAnd like I said I don't even want the product if they would like to issue a refund that will be great alsoI will have to give them another days from Thursday to see if I receive any response, which I also find ridiculous because it was their product that was faulty and they show no customer service or care to resolve the issueThey don't care to expedite or do anything beyond to improve their customer servicePLEASE KEEP THIS CLAIM OPEN UNTIL IT IS FULLY RESOLVED Regards, M [redacted]

On 8/the customer was advised, “Unfortunately, we were not able to locate your order based on the information you providedWas order placed under a different name or email?” In further review on the email the customer advised that they paid extra priority shipping, and Kylie Cosmetics does not offer any type of expedited shippingAlso the charge showed the charge going to a company called “lockets outlet NJ” which is not how our charges appear on a bank statementWhen a customer is charged by Kylie Cosmetics our company name appears on the chargeBased on this information the customer did not place an order on KylieCosmetics.com on 7/

Complaint: I am rejecting this response because: Kylie Cosmetics would not help me out when I reached out with them in the first place about this problemIt should not have come down to me having to dispute a charge with my credit card company because they would not help me and me having to write a complaint to the Revdex.com for them to finally want to resolve the issueAlso, I have no problem paying for the lipkits, but according to customer service they have no changed the formula at all (although the brushes aren't even the same & one is clearly more liquidy than the other formula in the pictures that I had attached) so if that is the case, then I do not want another lipkit if it is going to be just as dry as the one I already own even with all of the tips and tricks that I had already tried before the offered them Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11533918, and find that this resolution is satisfactory to me Regards, N [redacted] ***

Our 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 answeredPer our policy, see attached, we only issue replacements we do not issue refundsAs we will be upholding our policy and issuing the customer a replacement 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

Although we want all of our customers to be able to order all the products they desire, our Limited Edition Holiday Collection stock is limitedWe have updated our Instagram to reflect that product will be limited and that the holiday stocking will be free with a purchase of $USD or moreIn an effort to provide the most accurate and up to date information, updates will be madePlease ensure to keep an eye on our Social Media for all of our upcoming Holiday Promos

Complaint: I am rejecting this response because: I didn't ask for a refundI would have preferred a different product if given the opportunityThey processed a refund without asking if that was the solution I would preferThis is poor customer serviceThe action the company took was not beneficial to me jn the slightestIt was their mistake that I received the incorrect order and my producthas been lostI should be offered a replacement product as kylie cosmetics is completely at fault for this problem.Regards, K [redacted]

On 12/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 shippingWe apologize for the delay and are working to fix this issueThe reason for this advisement is sometimes USPS has delays or issues and their website does not updateAs tracking still had not updated, we can assume the package was lost with USPS, a replacement package was then issuedOn 1/the customer was advised, "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." 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11880147, and find that this resolution is satisfactory to meAs long as the package arrives with no problems again, thank you Regards, M [redacted]

Complaint: I am rejecting this response because: it takes longer than two week to find out that your product is defective, its makeupI don't wear that color everydayWhen I decided to use the product I found out that the tube was not full of productwhen the tube is no full the product will resend back into the tube no matter how much I sharper itI spent over $dollars with Kyliecosmetics.com in 2016, this is not the first time that this has happenI have friends and coworkers that has the same issues, its just not acceptableI would like for the company to replace one True Brown K lip loner Regards, T [redacted]

Complaint: I am rejecting this response because:Due to the large number of errors from start to finish on this one order placed over a month ago, I would like a gesture as an apology and gesture of goodwillI asked for this in my email to Kylie Cosmetics and that part of my email was ignored as per the above and in their response to meKylie Cosmetics have made my last month so stressful by making me spend the whole month chasing them and waiting for products I paid for to arrive and receiving the wrong order twiceSo many trips to the post office, so many ignored emails, poor customer service followed by receiving the incite order after fighting for it for two weeks and now fighting another two weeks just to try and get this current mess sorted! I would like Kylie Cosmetics to send me an apology in the form of a giftA lipkit bundle of Kylie Cosmetics new shades or a Kyshadow PallateI think this is the very leased they could do after such an horrible experience with Kylie Cosmetics customer service team in the event to try and save a very unhappy long time customer Regards, J [redacted]

Once international packages make it to customs, they aren't updated until they're deliveredThe tracking number indicates that it has left the processing center, and is on its way to the customerUnfortunately USPS only shares with us the same information that the customer can seePlease note that it is common for there to be tracking update delays, especially when packages reach customsWhen package get to the local post office, their tracking should update.Please allow 10-business days for tracking to updateThe 15th business day will be on 6/During the packages’ transit time, it might be helpful to contact Post Nord and/or customs office for additional tracking informationPlease note, business days do NOT include weekends and holidaysI have also attached a screenshot of our Shipping Policy as stated in our FAQ for reviewTracking: UA [redacted] US

Complaint: I am rejecting this response because:like I've said alreadyI have email conformation from THIS company I placed two ordersI also, have my credit card bill statements that show the money was taken I've sent pics of emailsI have every SINGLE communication between us and all I want is my money refunded to me!!! I've also, contacted them yesterday and today so there's another lie from this company Regards, L [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12175347, and find that this resolution is satisfactory to me Regards, M [redacted]

For order Kthe customer only contacted us once about missing productWe responded today 12/and advised we are issuing a replacement, see exact email verbiage below:"Hello CiaraWe are so sorry for this issueWe'll have a one time courtesy replacement package of Koko and Burgundy Palette sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"

Once an order is shipped, a shipping link is generated for the order in questionThe order was indicated shipped on Nov 29thUnfortunately, the tracking for the order in question was not updatedOnce shipped, the package is then transferred to USPS and they will update the package accordingly, as we do not update the USPS provided tracking for packages in transitAs this was the case, we had proceeded to issue a replacement for the issue that the customer experience, so they may receive their products as intended We informed the customer on December 20th that they would be being issued a replacement package for the order in question and the replacement package was indicated as shipped on December 21stThe tracking associated with the replacement package is provided below.Replacement Package Tracking: UM [redacted] US We remind the customer that all packages may take 10-business days for international shipping address provided packages to be deliveredIf the customer does experience any delays in their tracking or if they experience a delay in receiving their package, we recommend that they contact their local Canada Post or contact our Customer Service Team at [email protected] and we will offer further assistance within the policies that we currently abide by