Anix, LLC

Complaint:
I am rejecting this response because: It has been almost a month now since this order was placedThis is unacceptableThis won't be resolved in my eyes until I get the new tracking informationThis is ridiculousThis isn't some small start-upThey are a multi-million dollar company
Regards,
*ackie Schwartz

The customer was emailed on 12/and specifically advised their "big box" has shipped, and provided the tracking number 94***9***3, According to usps.com, "Your item was delivered to an individual at the address at 4:pm on December 8, in LITHIA, FL 33547", see screen shot attached

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

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.”

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may varyPlease note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a
document indicating this information in our policy.We’re working extra hard to get their order processed as quickly as we canWe’ll send them a tracking number as soon as their order ships

Hello, Per tracking 94***9***on the customer’s order, it was delivered on 8/8, and per the customers’ 8/email the sill had not received their orderPer our policy, see attached, we only issue replacement packages for orders that have not been receivedPer our 8/email we
advised the customer that we are issuing a replacement packageOur exact email verbiage in our 8/email was, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-business days, once your replacement package of order Kgoes out you'll receive an email with tracking.”

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

Complaint:
I am rejecting this response because: The order was placed on this website there is some serious issues with this company and their website.
Regards,
S*** ***

Complaint:
I am rejecting this response because:Your response is contradicting in datesIf it in fact was held up, it would have been delivered by ChristmasHowever, you just stated it was delivered on 12/27, after ChristmasAnd I'm not sure where you are getting that second tracking information you listed, because that was never sent to me, nor delivered to my homeI can provide emails for proof if you would likeThis issue has not been resolvedI would like a refund, I can return the product if you'd like.
Regards,
C*** *

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

In accordance with our policy we will have the replacement package of the Holiday Box shipped out to the customerAs soon as this ships the customer will receive an email with tracking

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

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*** ***

The customer placed a total of five orders on 2/28/We received the following correspondence from the customer relating to these orders: 2/28/requesting the cancellation of one order (K7460536) which was cancelled and refunded.2/28/requesting the cancellation of another order
(K7463095) which was cancelled and refunded. 3/1/requesting the cancellation of two orders (K& K7477189) which were both cancelled and refunded. 3/3/requesting the cancellation of three orders (K7477189, K& K7465026) The customer was advised 3/5/that their order Khad been cancelled and refunded, but that their orders K& Khas already been shipped. 3/6/the customer inquired if they could refuse/return the packagesWe advised the customer 3/6/that we do not accept returns and that this policy could not be waived. We aim to respond to customer’s within hours, however this time can be extended during new product launchesThe customer’s orders were placed during a new launchAs our policy states, all sales are finalWe can cancel orders, as courtesy as our FAQ states all orders are final, upon request that have not entered the packing and shipping processWe also do not accept returns.The customer agrees to these terms and conditions when placing an order with Kylie CosmeticsThis information is listed on our FAQ

Complaint:
I am rejecting this response because: I was told repeatedly that I will receive my package in weeks but clearly it has comeI will only resolve this complaint when I receive the package
Regards,
T*** ***

Complaint:
I am rejecting this response because: I WILL RESOLVE THE CASE ONLY IF I RECEIVED MY PACKET
Regards,
M** *** ***

Complaint: 11887798The customer was issued a replacement for the missing gift bags (2x)Our CS representative sent the following:" Hello KatieWe are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your replacement
package goes out you'll receive an email with tracking.Thank you," 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

Hello,For order Kthe customer was advised the below via email today 7/6:For tracking No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?

Hello,The customer was emailed on 11/10, and advised that their replacement order would ship out in the next business daysAs promised the replacement package shipped the next business day on 11/11, tracking 94***8***According to the tracking details on the USPS website the package was delivered on 11/15, and I have attached documentation that shows this information

Hello, Via email today the customer was advised that we are sending them a replacement for HeirPlease see exact verbiage below of customer email : "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 3-business days,
once your replacement package goes out you'll receive an email with trackingReplacement order K1654481."