Anix, LLC

Complaint:
I am rejecting this response because: The packages are not received despite them stating that they are (2X$37.95) They said they would issue a refund of the $(the initially lost packages) within a week and it has been more than a week I was notified today that the last package will be resent...when? There is no help there with customer service and they just send general messages back that are vague and not helpful at allNo apology at all for ruining my daughter ChristmasI could have bought her other items but Kylie Cosmetics still have nearly $of my moneyThis is unacceptable.
Regards,
K*** ***

I spoke with our in house development team and was able to confirm that this order was created by a customer, this was their response: Kylie Cosmetics is hosted by Shopify, Shopify does not permit store owners to access raw credit card data or make charges to credit cards used in previous ordersBecause of this, the only way a credit card would be able to be used to place an order on Kylie Cosmetics is if a customer manually enters their credit card information on the checkout form when placing an orderFor the order Kwe can see that the order was placed through the online store and not by an automated system and was placed by a computer accessing the store from the IP address 70.###which is not a part of the Kylie Cosmetics networkBased on these details, while we cannot accurately say WHO placed the order, we can confirm it was placed by someone outside of Kylie Cosmetics using the storefront powered by Shopify and manually entered the credit card details, and was not created by falsely our own systems

Complaint:
I am rejecting this response because: Once again the business is offering a solution that is not a solution or acceptable by any meansFirst of all, the "airing out" solution is ridiculous and unacceptable as I should not have to even do this to my product as I expected to receive a top quality product which I have notIf the adhesive is an issue on the packaging, it means the product is definitely defective and therefore I have received the product as not describedThe product is not as described because the product description does not state that I would receive something with a fragrance much less a chemical/paint smellI am not sure how this means that the product was received as described??? Second of all, I have one as the company has suggested and left my palette open to "air out" and the smell still persistsI should not have to wait weeks or months for this smell to diminish, especially since I spent $dollars to be able to use right awayHow is this fair? for me to wait weeks or months until I feel comfortable using a product that I spent hard earned money on? Third of all, I did not specifically say I wanted a return or exchange which does not go against the business refund policyI specifically said I wanted a replacement and if that was not possible, which it definitely should be, as the business has repeatedly advised that the royal peach palettes are "newly made for every order" then I would require a refund becase I have bought a product that I am not satisfied withPlease just sent a replacement so I can enjoy the product I purchased
Regards,
P*** ***

Helllo, The customer was provided an apology, and was advised that we will be issuing a replacement package of order K416864-RWe are pending sending the replacement for verification of the ship to address

Please know that we are constantly improving the site to accommodate the influx of customers purchasing on the site

Hello, Unfortunately we have never filed a claim in the past for a customer, nor is it in our policy to file claims for customersIf the customer wishes to file a claim this would be something they would have to handle on their behalf

Hello, Today 5/the customer was advised via email that we are issuing the pcs of in a separate orderWe are only able to issue replacements, per our policy attached we do not issue refunds, see documentation attached

The customer has been offered a replacement package for their missing orderProcessing on replacement packages is 7-business days (not including weekends and holidays)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 E***’s latest response, her order was placed using the following URL, www.kyliecosmetic.euThe website provided is not affiliated with us as we only have one website, www.kyliecosmetics.comAs this is the case, we are unable to issue a refund for the order in question as E*** did not place her order through our website and we therefore do not have her funds in question or any of her details regarding the order in questionWe can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behindFor E*** to have the best assistance regarding the order in question, we recommend that she stay in contact with the website or business that she has placed her order with or to contact her bank regarding the pulled funds in questionThey will be able to provide further details and assistance as E***’s order in question, order 3714, is not affiliated with us

Our response time for emails is 24-hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emailsSince we answer the oldest emails first that is why their emails were not answeredOn 8/the customer was emailed and
advised, “We are so sorry for this issueWe'll have a one time courtesy replacement of the Maliboo kit and the Kristen kit sent out to youProcessing is 7-business days, once your replacement package goes out you'll receive an email with tracking.”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11746986, and find that this resolution is satisfactory to me
Regards,
B*** ***

Complaint:
I am rejecting this response because:Although I was told that my shipping address was updated, it in fact was notWhen I received the tracking information from USPS, the shipping address was still the incorrect address that I was assured was successfully changedThe excuse that it was too late to change the address because the order had already shipped is invalid as there was a five day difference between when the order was confirmed and when the order shippedI let the business know of my address change the SAME DAY the order was placedI placed my order on June 10, I also let them know that I needed my shipping address to be changed because their system created an address that was not mine and was invalidThis also took place on June 10, My order did not ship until June 15, according to the email I received from the businessThe business had five days to correctly change my shipping addressInstead, I was told that my address was corrected, when it in fact was notThe business falsely communicated that an action was done when they failed to do their part in assisting a paying customer.
Regards,
*** ***

The customer has received the correct shade per the provided photosWe have asked customer to shade in photos of the lipstick while worn and of the received product itself to ensure that the product received reflects the intended ordered productThe photo the customer sent in does not reflect a
red shade lipstick being received, and instead, directly reflects the shade Candy KWe were also provided photos that indicate the labels on the products which show the label "Candy K" on the received products.Candy K is advertised on our website using the following description provided below."Candy K is a warm pinky nude." As this is the case, the customer has received their correctly ordered shade and we have fulfilled all actions required on our side

Our response time for emails is 24-hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emailsSince we answer the oldest emails first that is why their emails were not answeredToday via email the customer was
advised we will be shipping out their missing items soonOnce the items ship the customer will receive an email with tracking

Hello F*,Thanks for reaching out! It appears as though your package may have been lost in transitWe are so sorry for this issue and would like to offer either a one-time courtesy replacement or a refund for the lost package.Please note if you should choose to have your package replaced, we
will not be able to issue a refund if the package is lost againPlease provide an alternative address in order or verify your entire ship to address, to avoid any other shipping issues.Thank you,

Hello, Our response time form 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 emailsWe do answer the oldest emails first that is why her email was not answeredPlease be aware that depending
on your country’s regulations, International orders may be subject to additional duty fees. Unfortunately this has nothing to do with us, and is based on your countries import lawsThis information can be found on our Shipping page, and is available to view prior to orderingAccording to usps.com the tracking number LZ***136US on the usps site shows that the package was delivered, that is why we advised the customer the package was deliveredFrom what the customer is stating it appears she would need to pick up her parcel at customs

Complaint:
I am rejecting this response because:no this information was not available prior to ordering cause I tried to access your shipping page multiple times to check the cost of shipping and it was always downI kept getting an error that the page didn't exist and had to check with other sources for shipping cost and these other sources never stated your shipping policy
Regards,
C*** ***

Hello, On 5/the customer was advised "We'll have a replacement package sent out to you ASAP with Candy k kit. Processing is 3-business days , once your replacement package goes out you'll receive an email with tracking." Today 5/the customer was advised we are running a little late
on our replacement orders and to allow additional processing time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11876264, and find that this resolution is satisfactory to me
Regards,
G*** ***

Hello, We sent the customer an email requesting photos that reflect the issue they are describing in their emailWe do require photos to authenticate the customers claim, and once we receive those photos we can then provide a resolutions