Anix, LLC

Complaint: I am rejecting this response because:I feel like they should send me replacement product's now because if I send them these back first there just going to resend me these same lip glosses back in a different box since they didn't want to replace them to begin with and I had to go through all this trouble trust me I'm not keeping these lip glosses I don't want them or have a desire to use them other wise I would not have gone through all this trouble to get new ones, thank you Regards, A [redacted]

Hello,The customers order has shipped today 7/7, see below for email customer was sent: Your order Khas shipped! Tracking: [redacted] 39Please allow 24-hours for your tracking to update

Hello, Today 8/31 via email the customer was advised her make up bag was refunded, see below for exact email verbiage: "The Limited Edition Makeup bag has refunded! Please note that it takes 7-12 full business days to show up in your account!"

The customer has been issued a replacement package as order RKfor their damaged Vacation PaletteProcessing on replacement packages is 7-business days (excluding weekends and holidays)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

Complaint: I am rejecting this response because:I've already contacted my building manager and the post office regarding this matterPost office said it was delivered and my manager stated she didn't receive anythingIt's already to late! My sisters birthdays are this weekend! The only reason why I bought it early so I can have it on time! I want a full refund or I'll be forced to contact my credit card company regarding this matter! Regards, M [redacted]

Complaint: I am rejecting this response because: the problem is it shouldn't take over a month for a refund the 7-days is long enough and then an error added and now over a month waiting for my own money back Regards, J [redacted]

On 4/via email the customer was advised that we would issue a onetime courtesy replacement package, and we did go back and forth with a few emails get a USPS claim number and to verify the best ship to addressWe sent an email to the customer at email address [email protected] to advise the customer their replacement order shipped The customers’ replacement package was shipped on 5/2, and according to the tracking number [redacted] was delivered on 5/3.Kylie Cosmetics

The customer has emailed our customer service from different email addresses [redacted] @gmail.com, [redacted] @gmail.com, and [redacted] @gmail.comWe have constantly been responding to all three email chainsIn addition, we do require that the customer provide the order number, so that we can authenticate that the order was made through Kyliecosmetics.comUntil the customer provides the order number we cannot provide advisement

Complaint: I am rejecting this response because: I have yet to hear back from them letting me know that they have sent out my package I responded promptly letting them know I did not have an alternate address but I would track the package to make sure I was here to receive it I did ask when I should be expecting the item and have yet to hear anything back or receive a shipment confirmationAlso, should I start a new email each time I respond instead of responding in the same thread, to ensure I get a response in a timely manner?? I will accept the answer to close the case when I have received confirmation that I am in fact receiving my item that was paid for Regards, M [redacted]

Per our policy for all orders that experience any missing/wrong/broken product, the buyer must reach out to our customer service and notify us of this event within weeks of receipt of the orderThe customer had reached out to us past the two week provided time frame our policy had outlined on our websiteWe have attached three files, one is a screenshot that illustrates our replacement policy on our website, that is made public for customers before ordering, and two further screenshots that indicate when the package was delivered and when the customer had emailed our customer service team regarding the order in questionAs evidenced by the screenshots of the date the package was received and when the customer inquired about the order in question, we have concrete and irrefutable proof the customer did not email within the week time frameAs a result, we are sticking by our policy in order to be fair and consistent to all of our customers and will not be issuing a replacement for the product in question

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] [redacted] 4Please 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 resolvedUnfortunately, we do not accept returns, exchanges or issue refunds; all sales are finalReturn Policy:http://kyliecosmetics.com/pages/refund-policy

The customer was advised on 12/that we are issuing a replacement package of order KAlternatively the order shipped the next day tracking [redacted] 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 resolvedPer our policy we do not issue refunds, we only issue replacements

It appears that the order number you provided is not an order number from Kylie Cosmetics, as our order numbers start with a KAlso our lip kits are $and the customer paid $We recommend the customer Please contact the company you did make the order with as they can best assist you with your inquiryAs we can state with 100% certainty that this was not an order made through KylieCosmetics.com

Our policy only enables us to issue replacements for damaged product within weeks of receipt of the productAs this is the case we will be upholding our policy and not issuing a replacement package

Per our policy we only issue one replacement package, if the replacement package is not received or lost in transit we cannot then send another or issue a refundAs our policy prohibits us from issuing refunds, refund policy http://kyliecosmetics.com/pages/refund-policyIn addition, we do advise customers that when replacement packages are issued, they are issued as a one time courtesy

Her replacement package is processing and should be shipping by the end of this weekShe was told processing times are 3-business days, from the 23rd when she was told a replacement would be sent, it has been business days.Once her replacement ships she will receive an email with tracking

Complaint: I am rejecting this response because: the photo clearly shows that they leak? HELLO! Did you look at the attached photo? The posies k which is pinker than the rest is all over the stick and the inside of the lidAlso the heir is the lightest color and between the looks the least to leak, yet your replacing that one????? How can u say heir should be replaced but not the other 2? I stopped using all of them becasue they got all over everythingIf I would have kept using them, pulling out the applicator over and over again it would be way worseWhen pulled out there isn't a suction that keep the additional product inside the tubeThere isn't any resistance like my other lip glosses haveI'm telling you that these are defective! I'll send back all of them I DO NOT want anything free just what I paid forPlus when I first got a response [redacted] O she didn't even ask any specific questionsBasically All that was sent was I was getting a replacement that would "include" heir ??? They didn't even ask any questions or anythingI've attached photo of the emails Regards, P [redacted]

We requested additional photos; because we needed photos of the actual product the customer received to ensure it was in fact the incorrect productToday the customer was advised that we were issuing a replacement package, see exact email below: “We are so sorry for this issueWe'll have a onetime courtesy replacement package sent out to you for your Exposed lip gloss! Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.”

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 the 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.If the order has not yet shipped and the customer prefers to cancel their order completely, we recommend for the customer to contact our Customer Service team ([email protected])We would like to reassure the customer that we are working around the clock to ensure their package is shipped as soon as possibleAs soon as their order ships, the customer will automatically receive tracking via email

Our response time for emails is 24-hoursThe 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 answeredToday via email the customer was advised that we are issuing her a replacement package of the creme shadows that were missing from her order