Anix, LLC

Complaint: I am rejecting this response because:For the second time around, I didn't receive my packageI've placed my order on the 28th of August Stop taking orders from the public if you can't handle delivery Regards, M [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11548854, and find that this resolution is satisfactory to me. Thank you so much for working on this issue on your end and I hope that I will receive the replacement product. I will take their word on it, but am not hopeful. Thank you for addressing my issue, but I will never purchase anything from this company again. When I heard this company received an F rating, I believe that is more than fair for how they have addressed issues, but moving forward I hope this no longer happens to any customer. Their products are too expensive for it to carry on a bad reputation and terrible customer service. Thanks again. Regards, K [redacted]

Based on the customers’ contact information, there is no email from this customer, there is no order number linked to their name or email address, and under the customers’ account there have not been any orders placed, please see attachedAlso on our website kyliecosmetics.com, our contact information which is our customer service email,[email protected], is listed under our FAQ page and the contact us link (see attached) In addition, the customer mentioned “the process to return is complicated” , and our website states that we do not accept returns, see attached

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11531378, and find that this resolution is satisfactory to me Regards, B [redacted] ***

Hello, It appears that the customer incorrectly entered their email address when placing their order see attached, she put an additional oI have updated the email address to [redacted] @yahoo.com, and I resent the customer her order confirmation and shipping confirmationThe customers' initial email on this issue was 7/and we promptly replied on 7/asking for information so we could locate her order, and the customer replied on 7/stating, "I already report my issue with Revdex.comI shouldn't have to contact Kylie Cosmetic for a order confirmationAn I have the same issue every time I place a orderNo one can never answer my question when I emailSo thanks for replying days late." Today the customer received an email advising that her email address was updated and her order and shipping confirmation have been resent to her correct email address [email protected], and she was provided with the tracking number [redacted] for her order K

Our official website is www.kyliecosmetics.comThe customer’s order was placed on another websiteThe order number provided by the customer does not match our official order numbers, which all begin with KThe customer’s order number is not valid in our systemsThe customer’s email address does not match any order made in our systemsWe do not process orders anywhere other than our official websiteWe also do not authorize the resale of our official products anywhere, and all products are sold exclusively on our website www.kyliecosmetics.com.Please note fraudulent websites may use our information to appear legitimate, however, they are not authenticThe customer contacted our customer service department via the use of the [redacted] @aol.com email address on 12/18/2017, 12/19/2017, 12/20/and 12/21/referencing the order number The customer was informed on all occasions that the order number and confirmation email provided was not from an order placed on our official website

We have issued a replacement package for order KThe tracking number for this package is [redacted] and the customer has been notified via email at [redacted] @[email protected]@yahoo.com

Hello, 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

Hello, Today 5/customer was advised: "No worries, we can send another package as a one-time courtesyDo you have an alternative address )if not can you verify your entire ship to address), so that there isn't another issue?"

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 answeredOn 12/the customer was advised we were issuing them a replacement package of their missing items, and the replacement package shipped on 12/LZ [redacted] US, and according to USPS.com shows Your item departed a transfer airport in INTERNATIONAL, LOS ANGELES, UNITED STATES on January 4, at 12:amThe item is currently in transit to the destination We 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

We sincerely apologize for any inconvenience the customer has experienced regarding shippingAs 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)For orders placed on May 5th, the first day the order exceeded processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of processing time frameA delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeksThis applies to any orders that were placed between May 5th to May 14thI have attached a screenshot of this specific mailer for referenceCustomers were also notified via social media (see screen shot).Their order has shippedTracking: [redacted] 83455113531Please allow 24-hours for tracking to updateWe also recommend that the customer 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

This is a duplicate, their previous complaint was under complaint ID 11878170, and we advised "This customer manipulated information to try to show that they made an order through Kylie Cosmetics, see attachedWe reviewed are system and there is no such order K2564883, see attachedIn addition, on 11/the customer was advised, "Your issue has been escalated to me, as you were advised below this is not a valid order numberWe do not show that you placed an order at allBased on the fact that there is not order you will have to reorder." As this is the case the customer is not due a refund, as they did not place an order with Kyliecosmetics.com."

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11545608, and find that this resolution is satisfactory to me Regards, D [redacted]

Hello, It appears that your package has returned to Kylie Cosmetics HQ, our policy requires that all returned packages are cancelled and refunded We are currently processing returned packages; this process can take 3-business days Once your package is processed we will issue a refund, and send you a notification via email

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and... holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank 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 response. Our records indicate that the order in question, order K6936474, was placed on Nov 24. Since this order was placed during these indicated delayed processing time frames, additional processing times are required.To further assist the customer, we have issued the following response below on 12/7."We are so sorry for the delay! The product will ship in the next 3 business days; once the order ships the customer will receive an email with tracking." The order in question has shipped as of 12/11. The tracking link for the customer’s order is provided below.Order K6936474 Tracking: 94 [redacted] 8 [redacted] 0 As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 business days. We ask that the customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their package, we encourage them to contact their local USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

Hello,We have found both orders Kand Kyou are referring to see screen shot belowFor both orders we have updated your email address to [redacted] @hotmail.com and we have resent your order confirmation, and your shipping confirmationWe cannot pinpoint the exact reason why duplicate orders were generated, but we can advise that the most common reason is that customers' use multiple devices to place orders at the same timeUnfortunately, both of your orders have been shipped and can no longer be cancelled.Please refuse one of the packages upon deliveryThis will return the package to us, once we receive it we will issue a refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11571607, and find that this resolution is satisfactory to me Regards, S [redacted] ***

Hello, The customer did not advise a reason for the rejectionBut I can state that the customer was emailed today 6/and advised of the below: No worries, we can send another package as a one-time courtesyDo you have an alternative address, so that there isn't another issue?

Today 12/19 the customer was advised, "We apologize for the delay! We are working double and triple overtime to get your order shipped! We have checked with our shipping department, and you order will ship in the next 2 business days and you will receive it in time for Christmas (as long as... there are no delivery delays with the USPS). Thanks for your patience!" 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.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11563345, and find that this resolution is satisfactory to me Regards, A [redacted]