Anix, LLC

Per our policy our email response time is 24-hoursThe customer emailed us on her request on 6/and we responded on 6/with a questionThe customer responded to our question on 6/17, and the customer received an email today 6/that we will send a onetime courtesy replacement of her
missing products we just want to make sure she wants to use the same addressOnce we receive the customers' response we will issue a replacement package

Complaint:
I am rejecting this response because:the least they could do is follow up on my package with USPS as I mentioned beforethe claim has to be done by the US sender I cannot do that myself
Regards,
F* ** ***

On 12/the customer was advised, "We are so sorry for this issueUnfortunately we can only cancel orders before they shipIf you would have emailed us the day of the charges instead of 11/we would have been able to cancelAs these orders have already shipped we are not able to issue a
refund." As this does align with our policies, as our policy states we do not accept returns or provide refundsSo we would not be able to accept the product backThe customer advised one of the packages came with foam, "We are so sorry to hear that you received an empty box, do you mind sending a picture of the outside of the box with the tracking numberPlease send a picture of your packing slip so the stamped initial is visible." Also if the should have any issues to email into customer service so that we can ensure their issue is resolved

Hello, Our response time form emails is 24-hours(see attached)The customer continuously emailed from 7/6-7/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 answeredPer our policy see attached, we do not providerefunds we only issue refunds for lost packagesWe sent an email today 7/advising that we are issuing a replacement package for both missing orders Kand K1362149, and they will be sent to *** *** *** South West Palm Beach Fl

This customer manipulated information to try to show that they made an order through Kylie Cosmetics, see attached. We reviewed are system and there is no such order K2564883, see attachedIn addition, on 11/the customer was advised, "Your issue has been escalated to me, as you were advised
below this is not a valid order numberWe do not show that you placed an order at allBased on the fact that there is not order you will have to reorder." As this is the case the customer is not due a refund, as they did not place an order with Kyliecosmetics.com

Hello, Customer was advised via email today 6/ Please note that our email response time is 24-hoursI have issued your replacement order, and it will ship in the next business daysOnce your order ships you will receive an email with tracking

Complaint:
I am rejecting this response because: They sent me an email business days after I placed my order and after emails asking them what was the hold up on my orderThey need better customer serviceIf they knew it would take over the 3-business days to ship they should of said so when I was placing my order instead it said orders take 48-hours to process and ship from 3-business daysGetting notified days after I placed my order and after emails were sent is not okThey should stop advertising their shipment datesThat's not ok, I have never ever experienced this it's not acceptable and they should really get it together.
Regards,

Complaint:
I am rejecting this response because: This isn't a matter of refunding or replacing a defected itemIt's the issue that I never received the product to begin with due to your mishap. I attached the pictures of the box that I received, the weigh of the box which contains items and the invoice. How is it possible for a box weighing at kg to hold all nine products. It's discouraging to be loyal to a brand after coming back from vacation and only to open a small box to receive less than half of the items I purchasedWhat is even more disappointing is to receive an email from your team refusing to assist me in correcting your error
Regards,
B*** ***

Complaint:
I am rejecting this response because: It is the responsibility of the company and your website not to process an order with invalid shipping AND billing address informationThe order should not have been processed and it should have alerted me to enter valid information before I could continueI do not know how your company charged my credit card without a valid bill to addressThis is no way to do businessIt is unacceptable that you processed an order with incomplete shipping and billing address informationYour product sells out within seconds it is difficult to get my information down in time before it sells outIt is the companies responsiblity not to accept orders with incomplete shipping AND billing informationBecause of your lack of security parameters the order went through incomplete and was not deliveredNow you refuse to reship the item that cannot be reorderedThis is bad customer serviceAn exception should be madeIt is not as if I entered an address and messed up a characterThis order was processed without a street address WHATSOEVER for ship or bill toIt is unacceptable that your company processed an order without a street address entered WHATSOEVER
Regards,
T*** ***

I have reviewed the customers emails and we have responded to her emails within our promised response time of within hours Per our policy, see attached, we only issue replacements we do not issue refundsAs we will be following our policy and issuing a replacement. 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

Unfortunately the customers’ main concern was not address in our customer service responseThe customer was asking for a refund on shipping, which per our policy we do not offer, see attachedAll orders that are made separately must ship separately and be charged separately for shipping

Complaint:
I am rejecting this response because:Kylie Cosmetics responded to my email and told me it will take longer because of limited edition, but when I ordered my stuff there was no limited editionI just want to get a shipping confirmation email because as of today it has been business days and it should have taken 3-business days to ship.
Regards,
*** ***

Hello, Customer was advised today 5/via email there order will ship out in the next few days, and they will receive an email once the order ships

It was a candy k lipstick and ginger lipkit which was missingNot just the candy kI will send the picture of what I received and the slip to the company Many thanks for your help so far.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11740843, and find that this resolution is satisfactory to me
Regards,
S*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11952142, and find that this resolution is satisfactory to me
Regards,
K*** ***

Complaint:
I am rejecting this response because:
that is the same exact message they have been sending over and over again as I noted before they have the same repetitive message that an automatic message goes outmy order was not a speacial edition launh these are products that have been on the market for some timethis company is very unprofessional and lack the curstosity for there customersi even sent them emails stating I feel like I am being scamed and I recieved the same messages over and overi just want this issued resolved with having my ordered delievered and the product bottles full not empty I read complaints that this happens
Regards,
J*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867316, and find that this resolution is satisfactory to me
Regards,
*** ***

As we mentioned, we viewed the photos again and determined the correct shade was received by the customer

Hello, The customer was advised via email today 5/to file a claim with USPS, and provide us with the claim numberOnce we have the claim number we can issue a replacement package as a one time courtesy.l

Complaint:
I am rejecting this response because:Kylie Cosmetics has taken my money but hasn't delivered the product till date and furthermore this order was placed on 3rd January The company should be held responsible for not delivering the product and causing so much mental stressThey should definitely return my hard earned money
Regards,
A*** ***