Anix, LLC

Hello, To clarify the customer’s order was placed on 6/6, see attached, and the initial communication from the customer was on 6/There was quite a bit of back and forth with the customer as we needed a USPS claim number, and we need to verify the ship to address and make sure that the address
provided was a country we did ship toI can confirm the replacement package was issued on 7/13, and according to tracking 94***9***it was delivered on 7/

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

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*** *** ***

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

Hello,The customer was emailed today 7/16, and asked "We are sorry to hear that you are having an issue with our productPlease provide photos reflecting the issue you are having and please provide the order number, and we will get back to you with a resolution." We do require photos the reflect
the issue the customer is describing to authenticate their claim

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

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

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

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*** ***

On 12/the customer was emailed and advised, "We are so sorry for the delay! Your product will ship in the next business days; once your order ships you will receive an email with tracking."

Tracking on the 2nd replacement order K4348633C (3rd overall order: K4348633, K4348633b, K4348633C) shows delivered on 12/9:57amTracking for this order is:> 94***88 I have attached a screen shot of order K4348633C contents and tracking info for reference. This order was hand packed so we are confident the contents are correctThe customer has now received all correct items in the original order and the complaint should be resolved

Customer has been responded to, she was notified that USPS has been updating packages rather late recently, usually about a week after a shipping label was createdShe was told to wait until this Wed 3/30, if her order does not update by then, we will issue another package at no charge

Per our policy we don't issue refunds we only issue replacements, and we will be upholding this policy to ensure that we are fair and consistent to all of our customersOur refund policy can be found here: http://kyliecosmetics.com/pages/refund-policy.We have issued the customer a one time courtesy replacement package as order RKTheir replacement order is currently processingOur processing time for replacement orders is 7-business daysBusiness days do NOT include the weekends and holidaysOnce shipped, the delivery time within the United States is 3-business days.Once the customer's replacement 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

Depending on the lighting, filter, and saturation photos are going to cause the shade to appear different This is the exact reason why we request a swatch in good lighting to vverify that the customer received the correct shadeThe tips we provide will aid the customer in application and ensure proper wear

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11873595, and find that this resolution is satisfactory to me
Regards,
L*** ***

Complaint:
I am rejecting this response because: SEE ATTATCHED PHOTO, here are the two Matte lipsticks receivedMy daughter ordered one lip gloss and one matte lip stick
Regards,
M*** ***

Complaint:
Please send me a message in writing on here or to my email ***@npi-ks.com that you will ship the holiday box as soon as I drop the charge back and I will drop it and you can ship me the box and then we can be done with this.
Regards,
*** ***

As we informed the customer order K has already shipped, tracking 94***81398344166, and therefore we were not able to cancel the orderCurrently it shows that the package is delivered according to usps.com, Your item was delivered to the front desk or
reception area at 4:pm on May 16, in SEATTLE, WA As the current status of this order is delivered, and per our policy we don't accept returns or issue refundsWe are following are policy and not issuing a refund

Complaint:
I am rejecting this response because: They have already said it that it's 3-business daysThey may want to check that it has been long overdueOther far bigger companies act faster than you doI perfectly understand if you guys have waited for my items to be shipped and then collected the payment from the bank but instead you are so quick to capture the payment and us customers will be waiting in vain for our orders to even processed.
Regards,

Hello,The customer placed their order Kfor Dolce K lip kit on 7/20, and it shipped on 7/which is within our processing time frame of 3-business days, seeattachedThe customer emailed in ad advised that she was missing her Dolce liner, and provided photosTherefore we issued a
replacement Dolce liner, and per tracking94***8***this order has shipped