Anix, LLC

Our processing times do not include weekends, holidays, or the day the order was placedTaking all these things into consideration as of today 11/we are only on day of processing the order as the order was placed 11/21. In addition, keep in mind that during holidays or limited
edition launches, processing times may vary. Therefore this order may require additional processing time, and this information is listed on our FAQ page attached

Hello, We do require photos to authenticate the claim of a missing product in a customers' packageThe customer was advised today that we will be issuing a replacement for her missing product, and the customer replied "Awesome!! Thank you."

The email states that they will provide a one time replacement and that the postal service lost the package Per evidence below they generated a pre-shipment label and never actually shipped the package I want them to make this right and either ensure that I receive the merchandise I paid for or provide a refund They also said the new package would ship within two business days and I would receive confirmation This was Thursday and at close of business day today- I have not been provided this information
Complaint:
I am rejecting this response because:
Regards,
T*** ***

As the order, order K6920245, was placed on November 22nd, the processing time for the order was during a holiday and/or limited edition launch time frameAs the order was placed during these time frames, the order required further processing times, as we experience an influx of orders during these time frames. To ensure that the customer is aware of these conditions before placing an order, per our response to the initial Revdex.com complaint, have made this information publicly available for all customers to review prior to placing an orderWe have provided this statement from our FAQ below for review and have also included a link to our FAQ, where this information can be found. "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." https://www.kyliecosmetics.com/pages/faqs This statement provided above is to inform all customers that the processing times during holidays or limited edition launches made vary and once a customer places an order, they place an order aware of our provided information, per our Overview and Section of our Terms Of Use, which customers also agree to once placing an orderThe excerpts being referenced from our Terms Of Use are provided below for review. "Please read these Terms of Service carefully before accessing or using our websiteBy accessing or using any part of the site, you agree to be bound by these Terms of Service.""These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us" As this is the case, this information was made available for review prior to ordering and as such, we have fulfilled all actions required on our side for the order in question. If the customer experiences any issues with the order in question, we recommend that the customer contact our Customer Service team at [email protected], where one of our customer service representatives will be able to offer further assistance with the issue experienced within the policies that we currently abide by

Hello, Because quality is very important to us, and the customer advised that there are multiple bristles splayed we provided the customer with a return labelThe customer was advised to send us back the product using a prepaid shipping label we provided, and once we receive the gloss we will issue a replacement gloss to the customer

The customer made contact with our customer service department 3/15/advising that they received the incorrect orderOur customer service team responded 3/16/requesting photos of the package and product the customer receivedOur policy requires photos in order to assist with order issuesThe
customer provided photographs 3/16/A representative from our customer service team processed a replacement package to be shipped to the customer 3/16/The replacement package was shipped 3/19/

The customer's address was flagged as incomplete by USPS, so their order has been cancelled and refunded.Below is the shipping address provided to us:C*** *** 3072Oregon OR 97305United States As the address line was incomplete, the package was undeliverable and therefore refunded.If
the customer wishes to place a new order, they may do so on our website www.kyliecosmetics.comWe recommend the customer verifies their address, so their order is not cancelled again

Hello, The customer was emailed today 7/6, and advised the below: "No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Complaint:
I am rejecting this response because:You cannot reject responsibility just because I am from outside of the US, that is unfairYou have had to change your packaging so you know that you are at fault for mine and many other customer's missing packagesI know for a fact that you have replaced other people's missing products and I want you to do the same for me or I will settle for a refundIf you do not then I will go to the press
Regards,
B*** ***

Hello, I checked the customers' past emails and we responded within our response time of 24-hours each, time, and provided an accurate responseFore the most currently issue we requested photos, we are pending photos before we can issue the Exposed liner

Please note that when applying eye-shadow to your hand it will not have the same aesthetic as when you apply it to your eyelidsApplying eyeshadow to your hand regardless of the brand will appear as it does below in your photosOur shadows do have medium build-able coverage, and we do
recommend to use an eye-shadow base/primer on your eyelids to allow the pigment to show

Hello, Customer was advised via email today 6/13: "No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

The customer has be offered a one time courtesy replacement for their lost packageBy filing a missing mail search, USPS will most likely be able to deliver their package. Our process is that the customer provides a claim number within days, and then we issue a replacement
package. Please note this procedure is taken for every client in this situation. Once the customer's replacement 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

As we mentioned our policy states that we do not issue refunds, or accept returnsWe are upholding this policyIn addition, we have confirmed that the smell is not coming from the shadows, but from the adhesive in the packaging and has had no contact with the productAs our customers safety is a top priority that is why we had our Quality Assurance team verify the safety of the product, and that is why we are advising customers that we verified the product is safe to useAs our recommendation to to keep your palette open for 48-72 hours to diminish the smell has been tested and proven again by our QA *team*, that is why we then are advising our customers of this solutionAs we have shown the product is safe to use, and we have told the customer how to diminish the smell the issue is resolved

Your issue has been escalatedI do want to start out by stating we very sorry to hear that occurredI do want to let you know that I reviewed our systemand it appears that there was no payment processed, therefore no order can be sent to youAs our system was unable to process an order, we
cannot then send you the product. In regards to your inquiry on the charge on your bank accountIt appears that the charge will stay pending on your account for up to business days

Complaint:
I am rejecting this response because: When I purchased the item - the website stated that refunds would not be issued, but that any returns would be issued an exchange or credited to my accountThat was at the time of sale - therefore it applies to my transaction.
Regards,
*** ***

Complaint:
I am rejecting this response because:I emailed them twice already with photos of the productOnce on 11/and the second time 12/
Regards,
S*** ***

Hello, Via email today 7/the customer was advised: "So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Complaint:
I am rejecting this response because: this is the same generic response I have gotten from the company time and time againThey are not being fair to their international customersI am a consumer who never received their goodsI am out of pocket $AUD and do not consider this response from Kylie Cosmetics to be satisfactory
Regards,
A*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11862108, and find that this resolution is unsatisfactory to me, however they finally shipped the product out and hopefully it is the correct order
Regards,
L*** ***