Anix, LLC

The documentation provided is authentic and unedited, therefore it cannot be informationAs this documentation is correct, we can then confirm we advised the customer the promo would not be when her order was placed outside the promo time frame

Hello, I was not able to locate an email from the customer under her name, email, or order numberAs I do see that the order was not shipped by USPS, I am issuing a replacement package of the customers' order KThe replacement package will ship in the next business days and once the
order ships the customer will receive an email with tracking.l

Complaint:
I am rejecting this response because: only the sender can initiate an inquiry not the receiverI've paid for a product I have not receivedThere is no customer service here at all
Regards,
C*** ***

Hello, The customer has been advised via email on 5/to contact USPS via phone 1-800-ASK-USPSThis number is specifically for international customers. Customers’ can use this number to receive information on their package locationFor example as in this customers’ case,
tracking information has not been updated on the USPS site

Complaint:
I am rejecting this response because:I did not receive the paletteEither it was stolen or never delivered like usps says and I fully paid for the productI have a right dor a replacement or a refundI was out of tbe country when I made my order online and the person who was supposed to receive my product did not check whether it arrived or notI was only notified it did not arrive nowHow come I will pay for something and not get it?c*** ***

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may varyPlease note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policy I have also
attached a document indicating this information in our policy. We’re working extra hard to get their order processed as quickly as we canWe’ll send them a tracking number as soon as their order ships

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12245162, and find that this resolution is satisfactory to me
Regards,
Y*** ***

Hello, It appears the order was canceled because the customer did not use the billing address that matched the credit cardIn order for an order to be approved and processed the customer must enter the billing address that matches the credit cardIf the customer did receive a charge on their
credit card it will remain pending and will drop off of their account in the next 7-business days

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).Their order has shipped. Tracking: 94***70Please allow 24-hours for tracking to updateWe also recommend that the customer 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

The customer was emailed today 11/the below:"We are sorry you feel this wayUnfortunately each order placed only contains one thank you post card, and this has always been our practiceWhen new product is announced and presented on snap chat it shows that one thank you post card will come with each orderWe encourage all of our customers to email our customer service prior to order to clear up any questions they may have."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11792301, and find that this resolution is satisfactory to me
Regards,
*** ***
I accept the response by the business as the business contacted by Revdex.com was the incorrect one.Regards,Patti Culpepper

Hello, Per our policy attached, we do not accept returns, exchanges or refunds; all sales are final

At checkout, the customer provides a shipping address and it is placed into our systemsOur systems then generate a shipping label with the shipping label that was provided by the customer and only the customerTherefore, we have concrete irrefutable proof that it is impossible for an address to be entered incorrectly on our behalf, as we do not alter the address when processing our ordersThe address the customer has provided was used on the shipping label for the package in questionAs we have informed the customer, we are unable to reissue their order, as it goes against our policyOur policy is that all packages that are marked as undeliverable are cancelled and refunded upon receipt at our Kylie Cosmetics HQWe have issued the following response to the customer to inform them of this policy on 7/17/2017, "Unfortunately, we are unable to reissue your order, as our policy requires that we cancel and refund all returned packagesAs this is the case, you will have to place a new order."

Hello, Via email on 7/the customer was advised, "Sorry for the inconvenience! We'll have a replacement package sent out to you.Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking." To confirmwe are sending out a replacement
of K

Hello, If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items, as do not currently have a return, refund or exchange policy

Complaint:
I am rejecting this response because: the same thing happened on my first order but yet the items got accepted and shipped safe and soundThis is a LIMITED EDITION items that we went through so much stress to order itYet receiving an email from them saying to just "order again" doesn't help because yet once again, LIMITED EDITION, and sold out under a minute.!i did email them to change my shipping address but there wasn't any reply then boom! Order cancelledIf the first time the order went through perfectly, this time it should toThe perfect solution is to send us the freaking items that we spent so much effort in ordering.
Regards,
*** ***

Hello, On 4/the customer was advised that they will be issued replacements for both orders K101843, KThe replacements have not shipped yet, and on 5/the customer was advised that we are running behind and the processing time will be longer than business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11422816, and find that this resolution is satisfactory to me
Regards,
A*** ***

As we don't show ***@gmail.com linked to this order we require verification of the last four digits of the card used to place your order so that we are able to review this for you

We have issued a replacement package for the customers order KThank you