Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157169, and find that this resolution is satisfactory to me
Regards,
R*** ***

Hello, Today via email the customer was advised, "It looks like your package is in limbo after departing the facility in Santa Clarita, CASometimes when packages leave this particular facility it takes a few extra days for tracking to update, but so far all packages who got stuck here
have arrived - just a few days later than expected! Let's give it a few more days and it should get movingPlease keep us updated!" In addition I have emailed USPS to double check on the exact location of your package

Complaint:
I am rejecting this response because:
Regards,
M*** ***

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).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

Today 12/via email the customer was advised the below: "Thanks for reaching out! Please note, our Limited Edition Holiday Box will be processed separately from any other orders madeWe are so sorry for the confusionOnce an order ships you will receive an email with trackingWe do
recommend to check your spam or junk folder for the shipping confirmsPlease advise what order number you need a shipping confirmation for and we can resend those to youPlease respond to our email in Kylie Cosmetics Customer Service."

Hello,We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refundSee the information below from our shipping page, and note that this information is available prior to
ordering. "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States." Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy

The customers order shipped on 10/7, and today 10/they were sent an email with the tracking informationSee below for exact email verbiage customer was sent. "Hi Carissa,Your order K2906556 has shipped! Tracking: 94***98Please allow 24-hours
for your tracking to update. Thank you!"

Complaint:
I am rejecting this response
because:
Regards,
F* ***
Thank you for the quick replyHowever, I need to point out that I was never notified that my order was cancelledI did not receive a notification that it was cancelledIf I had knew I would have placed a new orderIn addition, I have contacted the customer service twice and was never told that my order has been cancelled and refunded(Note: My bank does not inform me if I've gotten a refundSo I did not notice if it has happened.) It will be appreciated if you could share the date of the refund so I can follow up with my bank.Best,Fatma Lootah

Hello,Per our policy http://kyliecosmetics.com/pages/refund-policy, once an order is placed it cannot be cancelled or refunded; the customer was emailed this information on 5/Theresponse advising the customer that we cannot issue a replacement was sent in errorAs long as the customer
returns the damaged product to us and we receive it, then we can issue a replacement package

Hello, The customer was advised via email today that as a one time customer service courtesy we will issue replacements for orders Kand KWe are waiting on the customer to verify the ship to address or so this does not happen again provide an alternative ship to address

Hello, Our policy is to ask for a photo so the customer service rep can know how to respond to the customer, in this case the customer was provided wearabilitly tipsThese tips have proven to extend the wear of the product, which directly addressed the customers concernThe customer did email
back and advised that the tips did not work there fore the next step would be to issue a replacement productThe customer was advised via email today that we will issue a one time courtesy replacement of Mary Jo K liquid lipstick

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12160653, and find that this resolution is satisfactory to me
Regards,
V*** ***

Complaint:
I am rejecting this response because:The company is lying! I submitted the requested information within minutesIt was received by Nicole promptly! After not hearing from her, I sent repeated emails for which she replied that she was annoyed I was sending so many emails despite the fact that she was not answering me when I asked when my replacement was being sentA copy of my last email is listed belowThis company should be shut down! They are horrible!!On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***
Regards,
D*** ***
On Thu, Mar 24, at 3:PM PDT, D*** *** wrote:I just wanted to express how disappointed I am that my complaint of not receiving the color Candy in my order was never resolved by NicoleShe requested a photo of my order along with the products I received and never got back to me despite repeated efforts in emailing herYou have lost me as a customer and just wanted you to knowIt’s a shame your company doesn’t know how to deal with customers properly.Never again!D*** ***

Customer reached out on 03/19/asking for their tracking numberOur customer service team responded 03/21/advising the customer that their order was still processing and would ship soon. The customer reached back out to us the same day, 03/21/18, and asked to cancel their orderOur
customer service team responded 3/22/18, stating that their order had begun the packing process and could no longer be modified. The customers order shipped 03/22/The customer reached out 3/30/in a new email thread advising that they did not receive their orderWe reached out 4/02/asking for their order information. Our customer service team responded 4/03/with the customer’s tracking information and advised them to contact USPSThe customer did not reach out to USPS regarding their package and stated that they reached out to the Revdex.com. We advised the customer on 4/6/to file a missing mail claim with USPS and provide us with the claim number per our policy so we may further assist the customerWe did not receive any further correspondence from the customer

Hello, Advised the customer of the below:"We are more than happy to send you replacements for products that were damaged in transitHowever we do not send replacements for damaged packagingCan you provide the order number, list the damaged products, and send pictures so we can send
replacements."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11949718, and find that this resolution is satisfactory to me
Regards,
S*** ***

Hello,The customers’ argument is on the shade of the lipstick compared to our sitePlease note that our site is a computer generated graphic against a bright white backgroundEven though the customer did not use a bright white background from the photo the bottle does match the photo on the site, and I have attached a photo of our site’s Candy K and the photo from the customerThe main point of this is to verify that the customer received the correct shade, and based on her swatch the customer received Candy KCustomer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram accountIn, addition we did make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.”

Hello,As our policy is to issue replacements for lost packages, per our policy (see attached) we do not issue refundsThe customer was advised via email today that we can issue a one time courtesy replacement we did give the customer the option to send the package to an alternative address so this
does not occur againOnce the customer responds we will issue a replacement package of the exact item the customer ordered. Processing time for replacement packages is is 7-business days, once your replacement package goes out the customer will receive an email with tracking

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11726425, and find that this resolution is satisfactory to me
Regards,
P*** ***

Hello,If you have any inquiries on your package you would have to look into or your behalf and contact your local post office to trace the location of the package.We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refundSee the information below from our shipping page, and note that this information is available prior to ordering. "We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges once the package has exited the United States."Shipping Policy: http://kyliecosmetics.com/pages/shipping-policy