Anix, LLC

Complaint:
I am rejecting this response because: tegardless of whether the email mail was given wrong the tracking number should at least match up to the product being properly shipped when the order was placed along with the other "delays" instead of shipping it out days after I filed a complaintAlso decided to wait for the package to come in order to give a proper review - checked my tracking earlier this morning and it says my package has arrived, there is nothing in sight.
Regards,
K*** ***

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

Hello, The email in regards to sending a replacement was sent in error that was sent on 4/As per the email to the Revdex.com the customer just sent a link to our website showing they are aware that we do not send replacements for lost international ordersAlso on 4/and again on 4/the
customer was advised and confirmed that we are not able to send replacements per our policy see attached

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,
*** ***

To confirm it was never stated that we would have enough product for every customerHowever we did state that the launch will be large in quantity We advised that the birthday products would launch through 8/10, we never stated the restock dates

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

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

Our processing time for orders is 3-days business days, business days do NOT include the weekends and holidays. Please keep in mind that during holidays or limited edition launches, this time may vary, for this reason your order had additional processing timesThe customer was emailed
the tracking 94***9***2 for their order K3832726 number today 11/30, and advise their order shippedPlease see processing times on our FAQpage attached

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."

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

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*** ***

Customer has reached out to our customer service teamOur customer service team has offered the customer a replacement package or refundWe are waiting to hear back from the customer via j***@gmail.com

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 answeredI have included in the attached our policy and the customers email chainWe do recommend that our customers only send one email to ensure a timely resolutionIn addition, we had been assisting Paula's daughter in another email chain about the same order K3794831, and we received the proper information in order for us to issue the replacement packageCurrently the replacement package has shipped, tracking 94***8***1. We also recommend that 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

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, On 8/the customer was asked if she “Could you send us a quick pic of what you are speaking of so we can take a look?” The customer responded only with a photo of the makeup bag, see attachedThe photo of the makeup bag does not appear to have any aesthetic issues; we would need the
customer so send photos of the makeup bag showing the issues with the color that she is describingAlso we would need the customer to send photos reflecting the issues she is having with her creme shadowOnce we have the requested photos we can then provide the customer with a resolution

If the photo does not reflect an issue, and the customer also advises they are filing a charge back unfortunately we cannot consider providing a replacementThe customer would have to tell us that they were not going to issue a charge back so that we can look into this matter furtherAs the customer is stating there is an issue we want to look into this for them

The customer’s order was placed during a Buy One Get One Free promotion (selected items only)This promotion required customers to select their free item of choice prior to checkout; this type of promotion ensures customers will receive the specific freebie they wantUnfortunately, the customer
did not select any freebie itemsAs a result, their order shipped without any freebie items as this was not in their original orderWe have included a screenshot of our records, indicating the full contents and price of the items in the order KUnfortunately, as the customer failed to add the promotional items to their checkout, we are unable to issue a replacement for these itemsIn addition, to remain fair and consistent to all our customers, we are unable to honor/extend any promotions past their allotted time frame.We recommend the customer confirms the items in their cart prior to checkout, especially during promotional time periodsIf the customer has additional questions regarding a specific promotion, we recommend they contact our Customer Service team at [email protected]

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

Per our policy we only issue replacements, and our standard processing time for replacements is 7-business daysThis process can be shorterIn the customers case they were told on 12/of our processing time, and the replacement order ended up shipping out in business days on 12/
According to tracking 94***99 the replacement package was deliveredAccording to USPS.com, "Your item was delivered at the front door or porch at 4:pm on December 29, in YOUNGSTOWN, OH 44515." We have fulfilled our requirement and issued, USPS successfully delivered the replacement package

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11568541, and find that this resolution is satisfactory to me
Regards,
L*** ***