Anix, LLC

Complaint:
I am rejecting this response because my complaint is based on the grounds that you have made very public exceptions to your policy, which is unacceptableIf you can make an exception to someone with a blog, you can make an exception for everyone else.
Regards,
L*** *** ***

Complaint:
I am rejecting this response because: as I said I frequently buy online and have never had this problem with another company It makes no senseIt was days before they shippedThey had plenty of time to fix or cancel orderBut they chose to ignore my requestAlso the product is poor qualityI have almost all liquid matte lip brands and this ones quality does not match its price.
Regards,
K*** ***

The order the customer is referring to (K4428342) has been shipped: 94***8***

Hello,Today 11/4, the customer was advised of the below:"Sorry for the confusion, it appears USPS miss scanned your package, and tracking now indicates that your package cleared customs on 11/4! I have added a screen shot below for your review:" (see screenshot of USPS attached)

On 12/we responded stating, "We are so sorry to hear that you did not receive the correct product, do you mind sending a clear picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visibleWe'll get back to you." The
customer then provided photos, and today the customer was advised: "Hello CarolynneWe are so sorry for this issueWe'll have a one time courtesy replacement package of the make up bag sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

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. Today 12/the customer was advised the below via email, "Your item was delivered in or at the mailbox at 2:pm on December 12, in MARBLE FALLS, TX 78654. Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime Please contact us if your order is not received within the next few days, we'll get right back to you!"

Hello,I asked the customer to confirm the order number she is missing, and once she confirms the order number we can issue a replacement package as a a one time courtesy, and we provided the option for the package to ship to an alternative address so this does not happen again

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*** ***

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" We also make this information available in the customer's order confirmation and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6936698, was placed on Nov Since this order was placed during these indicated delayed processing time frames, additional processing times are required. We received a notification from PayPal, the payment method used for the order, that the order in question had been reported as fraudulentOur fraud department had proceeded to cancel and refund the order in question on December 6th, as this is our policy for all orders that are reported as fraudulentOnce an order is canceled and refunded, no further action in question can be taken with the orderRefunds that are issued will take 7-business days to processIf the customer experiences any issues in regards to receiving their refund, we recommend they contact their bank associated with the payment method used to ensure that the refund is applied correctly

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 emails. We do answer the oldest emails first that is why her email was not answered. Today 8/via email the
customer was advised that we will be issuing a replacement Maliboo liner, exact email verbiage the customer was provided, "We do answer the oldest emails first that is why her email was not answered. We are so sorry for this issueWe'll have a one time courtesy replacement Maliboo Lip Liner sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Per the customer's issued response, the charges in question for the order have droppedPer our automatic system generated response that we issue in regards to orders that experience this issue, these charges will typically drop within 4-business days, however, many banks can take up to 7-business days to process thisAs this is the case, the customer does not have order in our system and has not had any of their funds pulled successfullyTo issue compensation for this issue would be unfair and inconsistent to our other customers as no order is actually placed in our system and we would essentially be issuing compensation to a customer without having an order with usAs this is the case, we have fulfilled all actions required on our side regarding the attempted orderFor further assistance regarding placing an order, we recommend that the customer ensure that the address used for their billing, shipping and the card used to place the order are all the same and if they continue to experience issues placing an order, to contact their bank for further assistance or use a different card when placing an order

It appears that the customers’ email to us may have not been clear to the customer service representative, and they provided the tracking number for the order instead of asking for photos of the item the customer did receiveIn regards to the customer emailing times in a row, we do recommend to
only send one email, because sending multiple emails will delay our response timeSince our email response time is 24-hours, if you continue to email from the same email chain it will put the customer to the front of the queue with the new emails, and we answer the oldest emails firstEven though the customer emailed quite a bit, we were able to resolve the issue within our 24-hour email response timeI have attached the email chain for your reviewTo confirm we have issued the replacement order of the correct product to the customer, and it will be shipped shortly

On 12/the customer was advised that we would issue a one time courtesy replacement package, and has not responded to our emailToday we will issue the customer their replacement package of K3755541. 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

We have proceeded to inform them that the order appears to have not gone throughIn order to double check our records for any successful orders, we ask for the customers information and search our records for any successful or attempted ordersHowever, it appears that the customer's attempted
order was not successful and the funds were not successfully pulledTo inform the customer of this, we informed them of the situation at hand on 12/with the response provided below. "Your card may have declined due to an address mismatchPlease make sure that the billing address you enter on our site matches the billing address your bank has on file for the card being used.Alternatively, you can try to checkout using a different method of payment, or you can try to place your order from a different device. Because the card was declined, any charges on your card are only pending and will be dropped in 7-business days." Per our response we have issued, our time frame for these charges to drop are 7-business days form the date of the attempted order.Since the order was not successful, the customer does not have order in our system and has not had any of their funds pulled successfullyAs this is the case, we have fulfilled all actions required on our side regarding the attempted orderFor further assistance regarding placing an order, we recommend that the customer ensure that the address using for their billing, shipping and the card used to place the order are all the same and if they require reassurance when placing a new order in ensuring that it has gone through, to contact our Customer Service Team at [email protected] and one of our customer service representatives will be able to offer further assistance

Complaint:
I am rejecting this response because: As said before if this is the policy then it is imposible for customers to know if they are getting the freebies or notI have previously ordered during a similar campaign where the freebies did not show up in the basket or at checkoutIf this is the way the campaign works then this should be made clear in the e-mails sent to promote it, or at least on the website
Regards,
S*** *** ***

It appears the customer did not receive our initial emails because when placing the order the customer input email address listed for the order was ***@gmail.com instead of their email address ***@gmail.comAlso the customer was always provided with the correct tracking information of 94***According to USPS, Your item was delivered in or at the mailbox at 9:am on May 24, in DORCHESTER, MA 02122. Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantime. Please email customer service if your order is not received within the next few days

Complaint:
I am rejecting this response because I will continue to reject any response from the company until I have either received the package or been issued a complete refund. This is not the first time I haven't received a package from this company and a replacement has had to be issued. Had the exact same problem in Sept of this year and it was the exact same excuses...should have learned my lesson then but thought I would give them a second chance as my daughter really wanted the product for Christmas. If there is this much of an issue with shipping, perhaps the company should ship using something other than first class shipping for international packages as it doesn't provide detailed tracking or ensure the packages. I will consider this claim resolved when I receive the product which according to Kylie Cosmetics, has been shipped twice yet I have still not received either package
Regards,
C*** ***

Our response time for emails is within hours, and can be extended during and after launches The customer continuously emailed KylieCosmetics 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 answeredIn review of the email chain our responses were accurate, and efficientOn 12/the customer was advised we are issuing a replacementThe replacement order shipped on 12/27, and according tot tracking 94***8***8via USPS.com Your item was delivered to the front desk or reception area at 10:am on December 30, in SAN CARLOS, CA Based on this information we followed through and issued the customer a replacement of Vixen lip kit, and according to USPS the package was successfully delivered, and the issues has been resolved

Our FAQ for all of our orders, which states that the processing times for both holidays and limited edition launches that the processing times for orders may vary. "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." Once a customer places an order with Kylie Cosmetics, they are in agreement to the FAQ and the policies that we currently uphold per our Terms Of UseIn accordance with our Terms of Use Section 17, "These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us" This is also in accordance with our Terms Of Use Overview"By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlinkThese Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content." This information can be found on https://www.kyliecosmetics.com/pages/terms-of-use As this is the case, we have fulfilled all actions that are required on our side, as the order has shipped and the order is indicated as delivered, per the provided USPS tracking updates associated with the order in question."December 16, at 11:amDELIVERED, FRONT DOOR/PORCHTAMPA, FL " This information can be found by accessing the provided tracking link associated with the order below. Tracking: 94***83*** If the customer has experienced any issues with the receiving their order, we encourage the customer to contact their local post office for further details, or to contact our Customer Service team at [email protected] if they experience an issue with the received product, and one of our customer service representatives will look into the issue and offer further assistance

Hello, Today 5/I advised the customer her replacement order of Candy and Dolce will ship out in the next day, and once shipped she will receive an email with the tracking number