Anix, LLC

The customer reported that they were missing their lip liner they had initially order for their Candy K lip linerThe customer ordered a Candy K Lip Kit, and was indicated to receive the lipstick that comes in the Candy K Lip KitUnfortunately, we do not currently have Candy K Lip Liners available for replacementAn individual lip liner is equal to the value of $USDAs a result of not being able to issue a replace for the single item indicated missing from the lip kit, we have issued a refund of a $USD value in order to compensate for the missing item in question, to ensure that the customer has received proper compensation

Complaint: I am rejecting this response because: Alrhough in quotes, the statement written here was not one I had recieved from Kylie CosmeticsThey had informed me that my card was declined and the charges would be amended in my account after 7-business dayWhich they have been nowMy issue with them is with their website and customer service as it is clearly disfunctionalThey had repeatedly told me the issue was with my bank but not what they were going to do to help me as over $Canadian was withdrawn from my account under their nameI think it is ridiculous that they have quoted a statement that was in full, never sent to meAttached is the statement I first recieved from Kylie Cosmetics Regards, D [redacted]

Hello, Under the customers' information I am not able to locate an order or a customer service emailPlease let us know the email address you used to contact Kylie Customer Service so we can review the history, and please provide your order numberOnce we have this information we can look into this for you and provide you with a resolution

Complaint: I am rejecting this response because: They sent me a blanket response asking for more info (that I had already provided in my first email)I complied and provided the info againI still have not heard back again in the promised time periodIt has now been hours since my last email reply and weeks since my initial complaint Regards, S [redacted]

Hello, We checked under the Rosemarys' email address, and there were no inbound emails from this customer, please see document attachedAlso there are no orders and no customer account under this persons' email addressSince there is no information in our system under this persons' information they provided, we therefore would need them to provide an order number and the email address they used to email Kylie Cosmetics Customer service so that we can provide them with assistance

Thank you for emailing us! We really appreciate your feedback as we are always trying to improve.Rest assured, your Royal Peach Palette is 100% safe to use! We have spoken with our Product Development Team and they have informed us that the smell may have been caused by the palette being enclosed during transitWe recommend keeping your palette open for 24-hours to diminish the smellThis is safe to do as long as you store your Royal Peach Palette in a cool, dry place away from UV rays! We have provided a resolution for the customer's issuePer our policy, see attached, we do not provide refunds

Hello, Today via email the customer was advised we are issuing a replacement package, see exact email verbiage customer was advised"Hello J [redacted] ,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.Thank you,"

Complaint: I am rejecting this response because:it states on your website that are will consider a refund if an item is either missing or if the product is not right, and in this case I have three missing!!!!!!! I have had an email this morning also to send a photo of what I have recieve which I will do Regards, M [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11698463, and find that this resolution is satisfactory to me I would like to let you know that they have kept to their promise on sending a replacement for the lost packageIt doesnt discount the fact that their packages that they send out to the customers are being lost or stolen so I hope they do change the packaging or secure the delivery in any way possible.Also, the timeliness sof their servicing has been an issueThe replacement package has already arrived after they sent out the tracking numbersumming it up, the issue is resolved but they really have to work on their delivery logistics.Regards, K [redacted] ***

Hello, I checked the customers’ order and I can confirm that we have paid for postage that would accommodate the entire orderWe cannot issue refunds/replacements for missing international ordersWe 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

Complaint: I am rejecting this response because:USPS has advised me that you guys are responsible to do that because I was not the one who shipped itIf I have to I will contact my lawyerI mean its simple for you guys to send me what I ordered rather than a empty box!!!! I have since ordered from you guys and got the package in like days after placing the orderI also know my rights as well Regards, T [redacted]

Our processing times for orders are generally 3-business days, however, during holidays and launches, the processing times for orders may varyTo inform our customers of this, we have listed on our website that processing times can go beyond 3-business days after limited edition launches and holidaysThis statement provided below can be located in our FAQ for all customers to review before placing an order"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" Our records indicate that the order in question, order K7054503, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times are requiredThe customer had requested a cancellation with our customer service team and as the order in question was not yet processed, we proceeded to cancel the order in questionWe issued the following response below to the customer on 12/13."Your order has been canceled & refunded! Please note that it takes 7-full business days to show up in your account!" If the customer experiences any issues regarding the refund in question, we recommend that the customer contact their bank that they have their payment method used to place the order under, to ensure that the refund was applied correctly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11475909, and find that this resolution is satisfactory to me This time, the business shipped items as claimed Tracking showed USPS taking possession of the order package and it in transit to me I received it this afternoon (6/3/16), and everything ordered was in the package and in excellent condition Thank you Regards, A [redacted]

The reason for the back and forth with the customer is we needed more information to process the replacementIn review of the email, we currently have the required information, and we can now issue the replacement of the Burgundy PaletteToday 1/we sent the customer an email stating "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." 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

Per our policy, see attached, we only issue replacements, we don't issue refundsTherefore on 11/the customer was advised we are issuing a replacement package, and processing time can be up to business daysThe replacement order shipped within business days to process before it shipped, and this is within our promised time frame of a maximum of business days of an order processing before it shipsThe package shipped on 12/tracking [redacted] 37, and is en-route to its destinationWe recommend the customer please continue to check the tracking status periodically

Hello,It appears that the order number the customer provided is not an order number from Kylie Cosmetics, our order numbers start with a KSee documentation attached showing the customers' order number

Hello, We do try to respond to emails as quickly as possible, unfortunately due to the holiday weekend there was a slight delay in our response timeWe only swap in stock items, and unfortunately the item the customer wanted to swap was not in stock and the customer was advised of this.l When the customer did email us again unfortunately their order had already shipped and we were unable to swap itemsPer our policy we do not accept returns or exchanges, therefore we cannot exchange the product the customer ordered for another product(see attached)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11856762, and find that this resolution is satisfactory to me Regards, E [redacted]

Hello, As is our policy to provider replacements for wrong orders, per our policy see attached we do not issue refundsThe customer was advised today that we will be issuing a replacement package

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11873403, and find that this resolution is satisfactory to me if conditions are metI am also attaching the email confirmation with customer service of Kylie Cosmetic and will like it to be dully noted that I have not been contacted from this company since the end of November and that it was I that have been reaching out to them to get information with respond emailsIn order to avoid that type of situation again I will like to make sure I get email update with the tracking number Regards, P [redacted]