Anix, LLC

We have fulfilled all of the actions required on our part to ensure that the customer received their intended orderWe have issued the customer a replacement package for the product in question they were missing from their intended orderWe issued the following response below to the customer on
8/9/2017."Hello A***,We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."The customer was informed that if they encounter further issues with the replacement package to contact us and we will offer further assistance accordingly. As a result, we have issued the customer their desired settlement and no further action is required on our part

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12209704, and find that this resolution is satisfactory to me
Regards,
L*** ***

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 answered. As the customer advised and provided evidence that a charge back has been issuedWe have to wait until the results of the charge back before we can issue the replacementBecause when a charge back is issued the bank will refund the customer for the amount they are disputingWe cannot then issue product if we run the risk of losing the charge back

The order that Tara is referring to was not placed on our site, kyliecosmetics.com, as this is the case we cannot provide any order informationWe can tell this order was not placed on our site, because our order numbers start with a K and are followed by numbers, and the
order number provided is 52417. In addition, our only customer service email address is [email protected], and we don't have any email communication from email address T***@yahoo.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11822679, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because: I will close the complaint once I receive a tracking number
Regards,
T*** ***

Hello,Under the customers information including their name and email we are not able to locate an order, before we can assist the customer we do need a valid order number from Kylie CosmeticsThe customer was sent the below email today 7/22:"We are so sorry to hear you are experiencing this
issue. Before we can assist you further please provide the below. What is your order number so that we can take a quick look?"

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11884446, and find that this resolution is satisfactory to me
Regards,
E*** ***

It appears that the order number provided is not an order number from Kylie Cosmetics. Unfortunately, the website being referred to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many
customers tend to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure you ours are the real deal!In addition all of our orders start with a K and are followed by seven numbersAs we can see in customer's complaint, her order number only contained five numbers (#28057).We recommend the customer contact the company they did make the order with as they can best assist them with their inquiry

Hello,We only send replacements for damaged or defective product, and since the customers' product does not meet either criteria there will be no replacement issued

We sincerely apologize The customers order was placed 11/27/and ordered to be shipped to the below address they provided at the time of checkoutPlease note, this information is not changed unless it is requested by the customer.k*** *** (*** *** Street Los Angeles CA United
States)The customer contacted our customer service department 12/12/to advise us that the package was shipped to the incorrect addressThe customer was advised 12/12/that their package was shipped to the address provided at checkoutThey were asked to file a missing mail search with USPS if they did not receive their package. The customer responded 12/12/with the missing mail search number and was offered a replacement package 12/13/The customer was given the chance to provide an alternative address for this to be shipped to. The customer provided the below alternative address 12/14/17:K*** *** (*** *** Reseda CA 91335)This replacement package was shipped 12/19/17. The customer advised 12/19/that the replacement package has been shipped to the wrong addressUpon investigation, there was a system error when processing the replacementThe customer was advised on 12/21/that we would ship a 2nd replacement packageThis address has been double verified by our team to be correctTracking for the replacement order is: For any additional shipping questions, we recommend the customer contacts USPS as they will be in charge of delivering the package

Hello, The customer received the correct shade of lip liner, the lip liner is made to be 10-20% darker than the liquid lipstick itself

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 answeredOn 8/the customer was advised
via email that we are processing a replacement package for them and it will ship out soon

Complaint:
I am rejecting this response because: I did as I was told in the email, I use makeup on a regular basis and even with primer the shadows are no goodI feel like this company is not owning up to the failed product and they're trying to put blame on me as if, I have no clue on how to apply makeupI have attached the email response from the company asking for me to swatch itSo therefore the 1st photo that was attached was the requested photo from the company submitted to them.
Regards,
J*** *** ***

Complaint:
I am rejecting this response because:I never received an email from the company they allegedly attached to youAs of December 20, at 11:a.mI received an E-mail from them stating "Hello, Z*** we are so sorry for the delay! Your product will ship in the next business day; once your order ships you will receive an email with tracking".The company is not taking responsibility for the issue I am reportingI am reporting that they sent me someone else's package not that I didn't receive my package on timeI am also making a complaint about their customer serviceI did not receive an email that they are saying they sentIf I was sent an e-mail stating "they would issue a one time courtesy", that would be absolutely unacceptable! They are not doing me a courtesy if they are the ones that lost my actual package and sent it to another consumerThey also do not state a business phone numberI had to come on the Revdex.com website to get the phone number for their companyI called this morning left them a message then they called me back and I spoke with a representative who I explained the situation toShe told me that she would forward all the information to their plant facilities and I read her the e-mail and explained to her everything that occurred within my terrible transactionI am not going to drop the complaint until I receive my original packageThey also advertised that if I ordered on the day that I ordered I would receive my package before ChristmasIf they are going to ship my original order I also want it before Christmas like it was advertised on their website.Attached is my originally E-mail to them with pictures of proof of the package with the other customers name on it and the E-mail sent to me this morning at 11:a.m
Regards,
Z*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11776607, and find that this resolution is satisfactory to me
Regards,
*** ***

On 10/the customer was told the below, and I will also add that they can return Brown Sugar back to us and we will issue a replacementPer our policy, see attached, we do not issue refunds we only provide replacement product. "Hello P*** , Unfortunately, True brown is outside our
replacement time frameIn regards to brown sugar, all sales are final as we do not accept returns, exchanges, or refunds.Pertaining to Reign, please return the product back to us and ensure to include your full name, email address, and order number. Once we receive your package back, we will issue a new replacement package to you for the tampered metal lipstickShip to Address: Kylie Cosmetics Vanguard RdOxnard, CA 93033"

The customer’s order was placed 03/15/and shipped 03/19/2018. Tracking indicates that the customers original order was delivered 03/23/at the address the customer provided. The customer first made contact with our customer service department 03/23/to inform us they had
not received their packageOur team advised 03/26/to check with their neighbors and allow a few days for their package to arrive. The customer next reached back out to us the same day, 03/26/2018, to advise they had still not received their packageOur customer service team responded 03/28/advising the customer to wait a few more days for their order to be deliveredThe customer reached out 03/30/stating they still had not received their order. We responded 3/30/advising the customer to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customer.The customer provided the claim number, and we provided a replacement package on 4/2/The replacement package shipped 04/03/and is in transit to the destination

I have to correct the customer, we did respond promptly (within our 48 hour promised response time) to each of the customers inquiresI have included an attachment showing each of our responsesWe have a set time frame for all of our promos and this information is listed on our social
media. Please keep in mind we are unable to honor this promotion on any orders placed outside of our promotional time frameWe don't have any policy set in place stating we honor promos on orders placed outside of the promo time frameAs this is the case the customer issue was handled correctly, and the customer was correctly advised that their order will not be adjusted, this issue has been resolved

The customer advised that they resell our merchandise, and we do not authorize the resale of our productsAs listed on our website, our products are sold exclusively on kyliecosmetics.comThe customer was also advised of this information today via email, "As of now, we do not authorize the
resale of our products, nor do we offer bulk pricing." We don't offer replacements or compensation for damaged packagingIn addition, the customer has been advised via email 8/16, "Please note that only send replacements for damaged or defect products we do not send replacement packaging."