Anix, LLC

Per our policy listed on our FAQ page and order confirmation page, our processing time for orders is 3-days business days, business days do NOT include the weekends and holidaysOnce shipped, your delivery time within the United States is 3-business days and 10-business days internationally
Please keep in mind that during the holidays, processing times may varyAs the customer placed their order on 11/order K406758, this order took days to process before it shippedFor order Kthis was ordered on 11/27, as of today 12/we are on the 4th processing day

Customer reached out to our customer service team, our customer service team has issued a replacement packageThank you

I am rejecting this response because:
There was no solution offeredI have asked the next steps since the product has apparently already been shipped and I was told yet again "too bad".
Regards,
B*** ***

Complaint:
I am rejecting this response because:
I emailed Kylie Cosmetics on May (please see attached)-Hi T***,Due to the delay, I need you to send it to another address because A*** will not be in the address mentioned to receive the item. Name: A*** ***Address:*** ***
***BS1TSUnited KingdomThank you, please let me know how long before I can get my new tracking number.RegardsAccording to USPS, Tracking number - Lz8***282us for Pcs of was sent to the initial address I gave before the given delays.The labels for mentioned parcel was created on the 13th of May which was days after my requestNow that the delivery is also experiencing delays - The receiving party for the initial parcel delivery address will not be there for the next months (until 16th July). Royal mail only keeps undelivered mail for up to calendar days before returning it back to the senderPlease get Kylie Cosmetics to resend another replacement for my pcs of Lipkit to or better yet, please refund me:-Name: A*** ***Address:* *** ***
***BS1TSUnited Kingdom
Regards,
N*** ***

Complaint:
I am rejecting this response because: My item was successfully delivered (confirmed with my local post office, to the correct address)The item has therefore been stolenI expect a full refund or a replacementThis is unacceptable service
Regards,
T*** ***

Our email response time is 24-hours, per our policy, see attachedThe customer emailed us on 9/and we responded today 9/27, this response was within our promised response timeWe are very sorry to hear that the customer received the incorrect order, as we are making our pack out team aware
so this issue does not occur in the futureUnfortunately, we would not be able to release any other customers informationAlso today via email the customer was sent an stating:We're very sorry for the mix up! Please send us a clear picture of the products that you did receive, (with the kits names showing) and packing slip so the stamped initial is visibleWe'll get right back to you! Once we receive this information from the customer we can then issue a replacement package

We are sorry to hear that the package was roughed up by USPS, please note we only issue replacements for damage to the product itself.We do not currently issue replacements for damaged packaging.When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order
to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your OrderYou are responsible for reviewing the latest Terms and Conditions each time you submit your Order." Our site also states, "If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costsTo the fullest extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result."As there is no damage to the product itself, we are unable to offer a refund or issue a replacement for this product

Complaint:
I am rejecting this response because: Transparency would require you actually answer your customer service email, which you did not do until the Revdex.com was made involvedIf there was limited stock, why did half of the Lip kits say out of stock and half did not? Was the company not aware of how many of each shade they had and how many orders were coming through? I only ordered lip kits that said they were in stock- was this not actually true? Were things mislabeled on the site? It just seems that customers re not being put first, hereYesterday KylieCosmetics was promoting new shades on twitter and instagram in now deleted postsIt's obviously not appropriate to start advertising for new products when old ones aren't getting out on timeThey also started sending out emails that look like shipping confirmations, but are actually just confirmation that a shipping label was created; USPS has confirmed that they have not received my package, only the label was createdWhile the email says "your order is packed and ready to ship" it is still a bit misleading to send anything out before the product has actually shippedThe subject line actually says "A shipment from order *** is on the way" which seems very misleadingAnd yes, I did read the email where it says it may take 24-hours for the tracking number to appear in the tracking systemThe tracking number is there, in the system USPS told me the label was created but the package had not been receivedI'm just disappointed because I love products from Kylie Cosmetics, and have never had issues before even during huge limited edition launchesI feel like very little effort is being made to fix things for me and my fellow consumers
Regards,
K*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11876826, and find that this resolution is satisfactory to me
Regards,
B*** ***

Hello, The request for review was sent over less than hours agoPlease allow a few business days for us to review and resolve this issue

Hello, The customers' initial email to us is from 5/asking for help and we responded to them by asking how we can assist them and then we needed their order numberToday 5/customer was advised to send a picture of the empty box, and then we can issue a replacement package

When customers email in they instantly receive an automated response back to their emails that includes the phrase, "Thank you for contacting us, a representative will respond to you shortlyOur Customer Service team is available Monday though Friday, a.mto p.m(PST)We aim to reply to all emails within business hours (business hours do not include weekends or holidays)." As the customer did email in on a Friday we would not have been able to respond to their email until MondayAs the customers delivery issue is with USPS we suggest they go to USPS to pick their package up and advise them of their issue with the USPS delivery notification

Hello, We understand that this is a lot of information we are asking you to provide but we can assure you that your information is kept safely and we are only attempting to help rectify the situationWe are so sorry for this issue and are doing everything in our power to assist you with your
orderPlease note that if you do not wish to provide this information that is completely fineIf you wish to proceed we will need the information previously requested

Hello,To ensure that the order was made through Kylie Cosmetics as there are other vendors that orders can be placed through, we need the customer to provide an order number or a photo of the packing slipWe require photos to authenticate the issue you are having with the productIn addition, the photos are used for our quality departments’ reviewAs the customer advised the product has been thrown away and cannot provide photos and cannot provide an order numberWe are not able to authenticate her claim that there is an issue with her product, nor can we authenticate if the products were purchased through Kylie Cosmetics, and therefore we cannot issue an replacements

Our response time form emails is 24-hoursThe customer emailed Kylie Cosmetics times 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 answeredThe customer was emailed today and advised,
“We are so sorry to hear that you did not receive the correct product, do you mind sending a picture of the products that you did receive in your order?” Once we receive this additional photo we can request a replacement package for the customer

Complaint:
I am rejecting this response because: Money was taken from my account on the 9th of November, see attached screen shotThat is a ridiculous amount of time not to be notified or told about the situation, especially when my account said it had been charged but not fulfilled.I want to be compensated with a similar product (since the one I ordered is out of stock) free of charge for all my wasted time & financial stressIts totally unacceptable that this has not been offered the whole time! That is the only resolution I will be satisfied withDo not email me back with anything to do with refunds as that has already been addressed.
Regards,
A*** ***

The customer emailed us and advised they wanted G*** instead of MalibooSince G*** was already out of stock, the customer was advised of the below, “Unfortunately, we are unable to remove/add products to your orderWe can either cancel the order completely, or swap the extra product(s) for
items that are of equal value and are in stock on our websitePlease note we can only swap items or cancel orders if it hasn't entered the shipment process! Please let us know which items you'd like to swap!” The customer emailed us on this issue from multiple email threads which we recommend not to doThe customer emailed us advising, “I have NOT heard anything back regarding my orderIt shows as unfulfilled in my accountIn minutes there is a restock of all the matte summer shade lip kits I ordered and wantDo I need to reorder or will the order Kbe updated and fulfilled with all new summer shades G***K*** ***Thanks!! Please advise ASAP!!!” This request was not about swapping, it was about shipping, and therefore we responded, “Your order is currently processing, and we can't wait for you to receive it!Our processing time for orders is 3-days business days, business days do NOT include the weekendOnce shipped, your delivery time within the United States is 3-business days and 10-business days internationallyPlease keep in mind that during the holidays, processing times may varyOnce your order ships you'll receive an email with tracking.” Unfortunately we were not able to swap the item before the order shipped, and since G*** was not in stock we could not swap for G***Per our policy (see attached) we do not accept exchanges the customer’ order will remain as is

Hello, Today 10/the customer was advise we are issuing a replacement package, see below for exact email verbiage customer was advised."Hello *** C.We are so sorry for this issue! We'll have a one time courtesy replacement package of order Ksent out to you.Order
#: RK3016356 Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking.Thank you,"

Hello, Per our policy (see attached) we do not issue refunds, and therefore we can only issue a replacement to the customer

We could not find any record of this request via email, please provide an order number so we can locate your request in our email system