Anix, LLC

Hello, Our response time is 24-hours and can be extended during and after our launches, we had a restock on 8/and launched new product on 8/23, and that is the reason for the delay in our response. The customer did email us continuously from 8/to 8/24,
and continuously emailing us also causes a delay in our response timeWe do recommend to email customer service once to ensure a timely responseWe did respond on 8/advising we will be sending a replacement package of the missing Leo Kits

Complaint:
I am rejecting this response because: Royal mail have clearly marked the box was damaged / tampered with prior to it's arrival in the UKI order cosmetics frequently from the USA, with USPS being the USA carier, and have never encountered problems with delivery of my items. The products on sale by the company are not cheap and are marketed in such a way that makes them highly sought afterThe fact that the company then advertise what is inside the boxes when they are shipped, with the packaging advertising the brand, does make them an easier target for thievesI would like to reiterate that I do not have a problem with customs fees, as this is anticipated when purchasing, rather that I have paid for an item that the company have failed to deliver.I feel that if the company are unable to ensure their goods reach their paying customers' destination safely, then perhaps they should not be shipping their products Internationally - would this have been handled differently had I lived in the United States? I am sure most other reputable companies believe in Goodwill and would have shipped a replacement at least for a missing productI have already conveyed this to the company and am awaiting a response from them.Kind Regards,
D*** ***

The customer’s order was placed 11/27/and their package was shipped 12/6/via USPSAccording to USPS tracking, there was a delay in the package’s shipmentThe customer contacted our customer service department 12/13/and was advised there was a delay in their package’s transitThe customer
contacted our customer service department again on 12/19/and was informed that we issued a replacement orderThis replacement order shipped 12/21/Tracking for replacement package: 94***81***As a replacement is on its way to the customer, this inquiry has been resolved

Revdex.com:
I have
received a response from Kylie Cosmetics stating a resolutions for my situation in reference to complaint ID They mention in their email that the resolution might take 7-business days to proceedI will come back to you if the timeline is not met accordingly.I appreciate your assistance and support with this matter and I am grateful for your follow up
Regards,
*** *

As their order has not yet shipped, per the customer's request, their order has been canceled & refunded. Please note that it takes 7-full business days to show up in their account

Hello, On 4/the customer was advised that we are sending a replacement package of the missing glosses (like, literally, and so cute)The customer is receiving the items they are missing

Hello, The customer was emailed today 8/and advised: "We can locate your order for you! Please provide the information requested below:What is the full name and the last four digits of the credit card used, the dollar amount charged, and the date of your purchase? Also, what email
address was the order placed under?"

In review of the email chain we never advised the customer, "would get in contact with me in less then hours due to holiday rush." I haveincluded an attachment of our email correspondenceWe advised the customer to file a claim as USPS might be able to locate their packageIfUSPS cannot assist
the customer should email us back and we will issue a emplacement package

Complaint:
I am rejecting this response because: I feel that I should recieve aRefund do to the items ordered and received are of poor quality and don't look on as they look on the advertising
Regards,
J*** ***

Please note our email response time is that we respond within hoursAs the customer just emailed into us hours ago, that is why we had not responded yetWe did email the customer and advised, "We are so sorry to hear that you did not receive all of your products, 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." Once the customer emails in with the requested photos we can then issue replacement package

Hello, On 8/the customer was advised that we were issuing a replacement package to them, and it would ship in the next 2-business daysThe customers' order shipped in 8/and the customer was emailed the tracking number, 94***

Complaint:
I am rejecting this response because: Tge company should invest in a better process for web orders as I eluded toI see all of the complaints in general and it is clear there is no process improvement concerns.
Regards,
D*** ***

It appears we reached out to the customer on May 19th, offering the customer a one-time courtesy replacementWe asked for an alternate address to issue the replacement to, in order to prevent any shipping issuesUnfortunately, we did not hear back from the customer about this informationWhen the
customer reached out on October 2nd about the issue, we forwarded a screenshot of our response asking for the alternate addressWe have also included a file attachment of our response issuing the screen capture of our initial response on May 19th in our response to this complaint. We obtained the address information requested and then proceeded to issue a replacement package to the customerOn October 3rd, we issued the following response below "We are so sorry for this issueWe will send a replacement package!Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."If the customer experiences any issues with the order in question, we recommend that they contact their local post office for any transit questions, or to contact our Customer Service team for further assistance

Hello,We are not refusing to replace the product we need the photos and clarificationThe customer was advised on 6/9, “per your email initially you advised that an Heir metal and an Exposed liquid lipstick were the only ones that were leakingAlso in your Revdex.com email you only advised that Heir was leakingIn order for us to authenticate your claim we need to know exactly what is leaking, and we need all the leaking products in one photoWe are pending issuing any replacements until we can authenticate the customers’ claim with photos requested

Hello, I am not able to find an order for this customer, nor is there any email correspondence with this customerThe order number the customer provided is not correct, Kylies' order numbers start with a KI emailed the customer today asking for the below information so I can assist with this
issue. "The order number you provided 33***is not an order number with Kylie Cosmetics, our order numbers start with a KPlease double check your email confirmation and advise on the order number."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11433661, and find that this resolution is satisfactory to me
I have responded back to the business.
Regards,
L*** ***

Hello, The photo attached is the only photo that the customer sent us of the products she received, as you can see from the photo is is blurry and the shades names are not legible, , therefore we were unable to tell what products the customer actually did receiveIn these types of situations we would then send an email asking for a clear photo to ensure that we send the customer an accurate replacement product

Hello, We had not received an email through Kylie Cosmetics from the customer, so the customer was emailed today and asked to provide photosThe photos from the customer need to directly reflect the issue that was described in her emailOnce we receive the photos we will provide a
resolution

Hello, After reviewing the photo and based on the knowledge that product does settle, the customer was provided the correct information on her 4/email where she was advised, "Yes, that is the fill line for our shades; we fill them to this level to avoid leakageUsually, when the wand
is inserted it will push product up, however this does not always happen-which was the case with yoursWe apologize for the confusion."

Lindsey's order in question, order 11743, is not an order placed with Kylie CosmeticsAll order numbers that our issued from our website consist of a K, and will consist of to digits.We also have not received any inquires in our customer service inbox from the email address associated with this
complaintAttached to our response is a file attachment, which contains a screenshot that reflects that the email address in question has no record of contacting us regarding this order.For the best help, we recommend that Lindsey contact the company that order was placed with, as they will be able to provide the most accurate details